Lorna Hamilton´s profile

Reviews (1)


Appalling service and support

I am an experienced ebook reader and usually have no problems downloading ebooks I have bought. However, W H Smith has now outsourced their ebook service ( after payment) to Kobo. I recently bought a book from WHSmith and then went to Kobo to download it-but the site did not have access to the ebook and so I was unable to download. You would think that this would be simple enough to rectify.....

No, unfortunately. Over the following weeks I was subjected to emails that suggested the customer service people did not understand english and/or were slavishly following a script without thought. They assured me time after time that they had solved the problem by explaining in basic detail how to use Adobe Digital Editions. No matter how many times I asked them to actually read my emails, they happily ignored them and wrote as if the problem was simply that I didn't know how to use my e reader.

Worse was to come - I complained to WHSmith and Kobo but apart from a standard ' we're sorry you are having a problem' email, nothing was ever done to sort out what was wrong. I was finally offered store credit, adding insult to injury, but demanded a refund which I have now received. However, my view at the moment is that both companies are unreliable and unaccountable when it comes to this area, with extremely poor customer support. I will have to look elsewhere for my ebooks.

I have given one star because the system insists that I have to give a star to post this message but, quite frankly, my view is that in this matter even one star is too much.

Lorna Hamilton´s profile

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Lorna Hamilton
United Kingdom