Kobo Inc

I’m 71 years old so have had some experience with products and customer service. Never in my life have I met such [redacted] requests by C/S reps as I did today.

After fruitless attempts to register an account on my new Kobo I called customer service to tell them my touch screen doesn’t work. (You press a key and instead of a normal lower case English e 4 e characters show up with the different french versions with accents.) That is one example. Another is the key that is supposed to remove what you just typed (top right corner) causes - - - to appear.

The customer service rep had me:
1)Hold the Light Button down while inserting a paperclip in the opposite end of the device-Nothing happened (several times)
2)Wanted me to take photos of the various screens (if any appeared) while attempting to do the various attempts to set up an account and the other things we did to get it to work. If I had a couple more arms it may have been possible. 

I have had this Kobo for 6 hours or so now and phoned the other telephone number for Refund, Exchange, or warranty inquiries 1-855-732-3662
This lady said that nothing could be done unless they had proof it didn’t work! She confirmed it did have a 30 day warranty! Bye the way the user guide says check your user guide for warranty details-Eh! nothing here!!

The young lady who I first spoke to had to put me on hold no less than 6 times to talk to someone else! [redacted]    

The second C/S lady is putting me in touch with an executive who will be in touch within 24 or 48 hours.

Decent equipment but BRUTAL customer service. Woe betide you if your device doesn't work, three hour hold times for support and indifferent service if you manage to get someone.

I recently "purchased" a novel from Kobo for the first time on my [redacted] desktop. My Kobo e-readerwas connected to my computer. I went through all the prompts for the purchase and paid for the book with my [redacted] card. Sadly the book was not downloaded on to my e-reader. I figured I must have omitted a step or two. So I tried Kobo Support help line. It took an eternity for one of the call centres to return my phone call and after various steps the agent was still unable to fix the problem. I tried again with another agent. Still no luck. Finally I requested a refund. They wanted a copy of the invoice which I never received. I just downloaded the Purchase History and my [redacted] statement showing the charge for the book went through. The operator said she was sorry but Kobo could not offer a refund without a receipt. Needless to say, after spending all of last evening interaction with various Kobo agents I was tired and frustrated. Based on this experience I cannot recommend the Kobo e-reader to anyone. And I would appreciate a refund. I also want to point out that I am a senior and not too computer savvy.
Joe d.