I reported to Kobo three days after receiving it that the charging light does not work (case #3110926). After they approved the replacement, they did not tell me the whole what happens next part of the process. I called two weeks later to find out what was going on only to learn that another email, which had been filtered away, came in for ME to approve the return, OK, fine, did that. They told me on the phone that a shipping label would be sent after I did that. OK fine. Well, the shipping label did not come. That email most definitely did not get filtered anywhere. I have been checking my email for Rakuten for over a week. So I finally got back in touch with them two days ago to find out what was going on. The person said that the support escalation person would resend me the label and it would take 24-hours (for whatever reason). 48-hours later, the label is still not here. We are now at one-month and still nothing. Now, to add insult-to-injury. The person who I talked to two weeks ago on the phone told me I would be receiving a refurbished unit. Excuse me? I report a problem with a brand-new unit within 72-hours of receiving it, and you think it's ok to send me a refurb? But here we are almost a month later and THEY have conveniently slid into the I've had it for 30-days time frame by me constantly not receiving this shipping label. This is some next-level arrogance coming from this company that the only way I can get any attention is to leave a negative review on the product page itself.
