My Experience with Rakuten Kobo Customer Support

Regular readers may remember that the screen on my Kobo Elipsa 2E broke last month after only a few weeks of use.

Initially, I was told by Kobo support that they wouldn’t replace it because it was caused by physical damage, and I was just going to take it on the chin and put it down to experience but I was encouraged by readers of my blog to escalate it further. I felt that this would be a good way to test Kobo’s customer support for anyone else also considering getting a Kobo and so I requested a refund or replacement.

After much to-ing and fro-ing, Kobo sent me a replacement device. However, the replacement was also faulty. After several more conversations, I received a replacement for the replacement and (so far) it is working okay.

Although I got a positive result, I have to admit that I wasn’t all that impressed with the customer service. However, to avoid too much bias from myself, I felt that the fairest thing to do would be to reproduce my email conversations with Kobo without additional commentary so that readers can make up their own minds.

For clarity, I’ve marked my emails in blue font.

23 May 2023

Dear Sir or Madam,

REFERENCE: XXXXXX

I purchased a Kobo Elipsa 2E from Rakuten Kobo on 19/04/2023. At the point of purchase, I paid £349.99.

The screen broke within a month of use (screenshot attached). It was not bumped or dropped. It was carried in a padded bag with several other e-ink tablets that did not suffer any damage. I raised my concern with Kobo customer support on 18/05/2023, however, I was informed that a return would not be accepted. I am very unhappy about this.

The Consumer Rights Act 2015 makes it an implied term of the contract I have with Rakuten Kobo that goods be as described, fit for purpose and of satisfactory quality. I do not believe that the device was of satisfactory quality due to the screen being damaged so easily.

As you are in breach of contract and I’ve owned the product for 30 days or less, I am within my statutory rights to ask for it to be replaced.

I await confirmation that you will provide the remedy set out above within 14 days of the date of this letter. 

If you are unable to resolve this issue, please escalateit to the next level seniority and provide me details of Kobo’s complaints policy.

Yours faithfully,

Daniel Dutton

[NAME REMOVED] (Rakuten Kobo)May 23, 2023, 18:39 EDT

Good day Daniel Dutton! Thank you for contacting Rakuten Kobo.

This is a follow-up email, We acknowledge your concern and want to let you know we’re here to help.We have escalated this request to our internal team; however, we can’t promise a positive response in regards to this.

We will get back to you within 24-48 hours.If you have any questions related to this request, please reply to this email.

Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,

The Rakuten Kobo Team

[NAME REMOVED] (Rakuten Kobo) May 24, 2023, 15:08 EDT

Good day Daniel Dutton,  

Thank you for contacting Rakuten Kobo Customer Care. 

We are sorry to hear that you’re eReader has a screen issue, but no worries; we are here to assist. 

Our eReaders contain a screen that uses electronic ink to mimic print on paper. This type of display is very sensitive compared to iPads, tablets and other smartphones which many assume have the same durability.  Unfortunately, the standard manufacturer’s warranty does not cover this damage. Physical damage does not necessarily occur when the device is dropped, but it can be caused by an involuntary/excessive pressure on the screen (this can happen when the eReader is in a purse/backpack).

In regards to this, would it be alright with you a discount code?

It is very important for us to know if the steps provided have been useful in your inquiry or if you may need further assistance on your issue. 

If this is the case, please make sure to reply to this email with all your questions or inquiries.  

For questions, big and small, you can visit: https://help.kobo.com  
 
Your reference number is   XXXXX
 
Sincerely,
Rakuten Kobo Team

NOTE: This response had already been provided during my original chat support session, which was also referenced in this email.

24 May 2023

This exactly the same copied/pasted response that that I have already received before requesting my issue to be escalated.

The elipsa 2e is marketed as a portable device and should be robust enough to be carried in a bag. I have many other tablets with eink screens that I have treated with exactly the same care and none of those have ever broken so easily. This calls into question the build quality of the elipsa.

Please could you escalate my concern to somebody that won’t just give me a copy/pasted response. Also, please send me a copy of kobo’s complaints policy and procedure.

Kind regards

Dan

[NAME REMOVED] (Rakuten Kobo) May 26, 2023, 15:21 EDT

Good day Daniel Dutton,  
 
Thank you for contacting Rakuten Kobo Customer Care. 
 
We understand how you feel in the situation. Upon checking with our internal team again we will would like to inform you that we will process a one-time exception replacement for your Kobo eReader or tablet. 
 
To proceed with the replacement, please answer all the following questions: 
 
Your Contact Information 
 
Name: 
Street Name and number: 
Apartment // Suite// Other: 
City: 
State/Province/Territory: 
Country: 
Zip/Post Code: 
Telephone #: 
Device name: 
 
It is very important for us to know if the steps provided have been useful in your inquiry or if you may need further assistance on your issue. 
 
If this is the case, please make sure to reply to this email with all your questions or inquiries.  
 
For questions, big and small, you can visit: https://help.kobo.com  
 
Your reference number is   XXXXX
 
Sincerely,
Rakuten Kobo Team

26 May 2023

[I emailed Rakuten Kobo my home address]

Dan

[NAME REMOVED] (Rakuten Kobo) May 27, 2023, 19:24 EDT

Hi,

Thank you for contacting Rakuten Kobo.

We’re happy to inform you that your Kobo eReader qualifies for replacement under warranty.
This is to confirm that your Kobo device will be replaced as per our warranty policy

Part 2 – Your shipping information

Once your information has been received:
You will receive a link to validate your information
• You will be required to enter the email address used to create this request to proceed.
• Review your mailing information (and edit if necessary) and the replacement device being shipped to you to ensure accuracy.
• Once all shipping information and replacement device are reviewed, click on “Agree” at the bottom of the screen.
• Within 3 business days, a return label is sent to you via email.
• Print the return label and follow the instructions provided. Before you send back your device, please ensure that you have backed up all external data, software, and files on your device. Please remove all external accessories (covers, skins, SD cards, etc.) and save your USB cable.
• Once your defective device is received by Kobo, a replacement device will be shipped.
• You will receive an email with the tracking information (Allow 10 to 15 business days for delivery)

Please be aware that there will be a short delay between when the tracking information shows your return device as delivered and when our shipping facility has finished processing the return so that your new device can be shipped out to you. This can take up to 5 business days. After the return device is processed, check the tracking information for delivery updates.

While we are working to replace your device, you can download one of our free apps at https://www.kobo.com/en/p/apps

Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

1 June 2023

Thank you for sending out a replacement unit – it arrived yesterday.

I opened it this morning and after turning it on, I was faced with the message ‘Please recharge your Reader. To recharge your Reader connect it to a power source (screenshot attached).

It has been charging for several hours and still will not turn on. I have used four different USB cables and tried two laptops as the power source, as well as an electrical outlet.

So, right now, the ‘new’ ereader is unusable. Please advise.

Kind regards,

Dan

[NAME REMOVED] (Rakuten Kobo) Jun 3, 2023, 19:49 EDT

Hi,

Thank you for contacting Rakuten Kobo.

We are now processing your replacement request. 

Once return labels has been generated, it will be send to you, for you to return the defective device. 

We are truly sorry for the inconvenience this has caused you. 

Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

7 June 2023

Just to clarify – the replacement unit you sent out is also faulty.

Dan

NOTE: I thought Kobo were sending out a second replacement unit, however it seems Kobo support assumed I hadn’t yet received the first replacement unit and that is what they were referring to. After a few days, I realised this might be the case and sent this email to clarify the situation.

[NAME REMOVED] (Rakuten Kobo) Jun 7, 2023, 14:48 EDT

Hi Dan, 

Thank you for contacting Rakuten Kobo.

We are truly sorry to hear this from you once again. 

Please tell us what is now the issue of your replaced device, Dan? 
 
Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

7 June 2023

Please find a copy of the issue that I described 6 days ago below:

Thank you for sending out a replacement unit – it arrived yesterday.

I opened it this morning and after turning it on, I was faced with the message ‘Please recharge your Reader. To recharge your Reader connect it to a power source (screenshot attached).

It has been charging for several hours and still will not turn on. I have used four different USB cables and tried two laptops as the power source, as well as an electrical outlet.

So, right now, the ‘new’ ereader is unusable. Please advise.

Kind regards,

Dan

[NAME REMOVED] (Rakuten Kobo) Jun 7, 2023, 15:48 EDT

Hi Dan,

Sorry for this one.

Is the device completely unresponsive up to now?

Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

7 June 2023

Yes, it arrived with no charge on the battery and it won’t charge up either.

Dan

[NAME REMOVED] (Rakuten Kobo) Jun 7, 2023, 18:01 EDT

Hi,

Thank you for contacting Rakuten Kobo.
 
Pleas send us a photo of your device’s current status right now? 
 
Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

7 June 2023

[NAME REMOVED] (Rakuten Kobo) Jun 7, 2023, 18:53 EDT

Hi,

Thank you for contacting Rakuten Kobo.
This is a follow-up email, We acknowledge your concern and want to let you know we’re here to help.
We have escalated this issue for further investigation and will get back to you within 24-48 hours.

If you have any questions related to this request, please reply to this email.
 
Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

[NAME REMOVED] (Rakuten Kobo)Jun 7, 2023, 19:50 EDTHi Dan, 

Hope you are very well. Again, we are truly sorry for all the inconvenience that this device issue has caused you. 

I just forwarded another request to replace your device. We are just waiting for the update. 

I will keep you posted on this email trail. 

12 June 2023

Hello Rakuten Kobo,

It’s been over 48hrs and I haven’t had a response from you….

Dan

14 June 2023

As I have not heard from you for several days, please could this ticket be escalated to a senior member of staff?

Dan

[NAME REMOVED] (Rakuten Kobo) Jun 14, 2023, 18:31 EDT

Hi,

Thank you for contacting Rakuten Kobo and we apologize for the inconvenience. 

You will receive a link to validate your information
• You will be required to enter the email address used to create this request to proceed.
• Review your mailing information (and edit if necessary) and the replacement device being shipped to you to ensure accuracy.
• Once all shipping information and replacement device are reviewed, click on “Agree” at the bottom of the screen.
• You will receive an email with the tracking information once your replacement device is fixed
• Please keep your defective device and in a few weeks we will send communication to schedule a pickup appointment to ship it back to our warehouse
• Before you send back your device, please ensure that you have backed up all external data, software, and files on your device. Please remove all external accessories (covers, skins, SD cards, etc.) and save your USB cable.

While we are working to replace your device, you can download one of our free apps at https://www.kobo.com/gb/en/p/apps

Your reference number is XXXXX

Please reply to this email with anything related to this request.

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

NOTE: Again, customer support were referring to the original device, without realising that the issue was with the replacement device, which they could have easily found out by reading the email thread.

16 June 2023

Hey Rakuten Kobo,

Before replying PLEASE READ THROUGH THIS SUPPORT THREAD SO THAT YOU UNDERSTAND THE ISSUE. I feel like I am going around in circles and repeated attempts to escalate this issue to someone of seniority are ignored and am just sent the same copied/pasted responses. I’ve also been ignored when I have requested a copy of your complaints policy and procedure.

I’ll summarise the issue here: 

1. I bought a Kobo Elipsa 2E

2. The screen broke

3. Kobo sent a replacement

4. The replacement has a dead battery

Please could you either send out a SECOND REPLACEMENT or give me a FULL REFUND.

This has been going on for far too long and has become ridiculous!

My next step will be to report Rakuten Kobo to trading standards and request a chargeback from my credit card company.

Dan

[NAME REMOVED] (Rakuten Kobo) Jun 16, 2023, 12:30 EDT

Hello Dan, 

Thanks for contacting Rakuten Kobo.

Hope you are very well. 

We have arranged another replacement order with your device. 

Please monitor your email for some verification process with your details once again. 

Your reference number is XXXXX

For inquiries big and small please visit us at https://help.kobo.com

Sincerely,
The Rakuten Kobo Team

The replacement arrived on 20th June 2023.

So, my advice for dealing with Kobo Customer Support is to be persistent.

In the end, they came through with a working replacement tablet for me, however, it did take a lot of emails back and forth.

I felt that their customer support consists of general cut-and-paste responses unless you actually push and challenge them. I felt that either their support system or support team were not up to scratch because they were unable to follow the current issue of the support ticket.

At one point, I felt they were taking the piss a little with the sentences “We are truly sorry to hear this from you once again. Please tell us what is now the issue of your replaced device, Dan?” before proceeding to ask me questions for which I had already supplied answers – however, I will concede that this could be due to translation issues (I’m certain that the representatives I communicated with are not native English speakers).

On the whole, not the worst customer service I’ve ever experienced, but certainly not the best either!

I’m glad that the Kobo Elipsa 2E is not one of my favourite tablets, anyway!