Every prominent newspaper and tech site provides recommendations on the top e-readers or e-notebooks. There is no shortage of brands that sell devices directly to the consumer or through third-party marketplaces, such as Amazon. One of the most critical aspects of e-reader ownership is the customer service experience. Inevitably, sometimes things go wrong with your device during the warranty period, or are shipped in a broken state. This is where customer service comes into play. What e-reader company has the best customer service experience?
Amazon – Likely has the best customer service regarding their Kindle brand. Whether you call them directly or speak to one of their live chat representatives, most things can be resolved entirely in a few minutes. If you receive a dud unit, they will typically refund you without needing to return it. Most of the time, they send you a new unit and eat the cost. Seldom do they even ask for the old one back. I know many people who buy the Special Offers version of the Kindle, initiate a live chat, and ask them to remove the ad from the device, usually done for free.
Kobo – Rakuten Kobo has one of the worst customer experiences if you buy the e-reader directly from the company. They outsource their agents to other countries, who do not know the product or how to fix simple things. Customer queries are bounced between different tiered agents, and they promise a callback but often never actually call the customer back. If you want a Kobo e-reader, I recommend buying it through a retailer with a liberal return policy or an RMA team. If you buy the Kobo from a big box store or bookstore, you can drive to the store, bring back your dud or broken unit and get a replacement.
Barnes and Noble – Barnes and Noble has a phone number you can call for customer service, but most staff do not know anything about the Nook e-e-reader or Nook tablet. One of the only ways to buy a Nook in the United States is online through the retailer, a 3rd party retailer such as Good e-Reader or visiting your local bookstore. The best way to get good customer service is to visit your local B&N bookstore. You can often do this quickly if you receive a broken unit or need to get it swapped under warranty.
Everyone Else
Most other companies that sell e-readers or e-notebooks have varying levels of customer service. Most of them make it very hard even to get a hold of them; this is especially true with Chinese brands such as Bigme and Onyx Boox, who don’t advertise their phone numbers and do not want people emailing them. If you have a problem with an Onyx, they make you pay for the repair and shipping both ways, making it cheaper to buy a new unit. Remarkable has a good customer service team and is prompt in addressing issues.
What company do you like its customer service experience that sells its ebook readers?
Michael Kozlowski is the editor-in-chief at Good e-Reader and has written about audiobooks and e-readers for the past fifteen years. Newspapers and websites such as the CBC, CNET, Engadget, Huffington Post and the New York Times have picked up his articles. He Lives in Vancouver, British Columbia, Canada.
