Complaint / review text:
Liked the Libra H2O eReader but needed it replaced under warranty.
As others have said, I completely agree to avoid Kobo at all costs based on their customer service which is a misnomer as they can do little except escalate problems to the *team* who does nothing. Even my messages to the CEO of Kobo and Rukuten were ignored.
You can only chat with CS but they have no access to any other part of the company so can not help at all. They can not tell you anything or do anything except escalate your problem to the "team" which they kindly did for me about 20 times with no effect.
They finally said I could request a refund after not sending my replacement for weeks and not saying why, THEN they shipped the replacement I no longer want because I refuse to deal with them any longer. It gets worse. About 10 long, painful chats worse.
And extra visits to UPS. And contacting my credit card company. Wasted lots of time with them.
The entire painful story with chats is so long I created a website to warn people.
Replace the word *dot* in the address
Read before you buy.
http://helpathomenj dot com/kobo
Avoid if you may ever need to contact them.