Elipse E2 com defeito na tela e cobrança de frete para troca

Hello Juan.

If you need help, you can contact our support team at https://help.kobo.com/hc/en by clicking the Help chat button at the bottom right. Once in the chat window, click Contact us and we will be happy to try to resolve any issues you may have.

We ask that you please contact us directly as we may need personal information that cannot be shared publicly here.

Thank you for your attention.

Best regards,
Team Rakuten Kobo

Hello, So I already did and this is why I said the issue was unsolved. They told me I had to pay for the shipment of my faulty device and the shipment to bring a new one. Do I need to pay all of that and go though all the logistics for a Device that cam faulty? I have the transcription of the chat but no help number or anything. The subject of the email I received after the chat is "my kobo elipse e2 is not writing correctly. When I make a straight.."

Hello Juan,

Thank you for contacting us. After reviewing your case, we wanted to inform you that replacement services are currently not available in your location. If you would like to proceed with a replacement in an eligible country, please note that you would need to cover the associated fees.

If you have any other questions or need further assistance, please do not hesitate to reach out. We are here to help!

Best regards,
Team Rakuten Kobo

So actually you are not here to help. I already paid to get the device to my locations. So in order to get a replacement for a faulty one I need to even more, that is not fair.

Hello Juan,

We are sorry to hear youve had this experience, please be informed that this is the current process that we have. But if you have further feedback regarding this, please do not hesitate to reach out. You can contact our support team at https://help.kobo.com/hc/en. We are here to help!

Best regards,
Team Rakuten Kobo