Kobo Customer Service Sucks

I had an issue with Kobo Customer Service. Not the first time as I had an issue a while back.

I’d saved up for ages to buy an Elipsa 2E. I bought it via Amazon as far quicker than buying direct, and after my last experience direct with Kobo I am very wary.

Soooo, it went faulty and I had the option of contacting them through Amazon’s customer support which I did. They acknowledged I had already done everything they suggested. They wanted me to send it back after waiting up to 2 days for a link to instigate the process. I would then have to wait up to 15 working days for them to send a REFURBISHED replacement out. I said I had bought it brand new so it wasn’t acceptable - never mind it’s still got a 12 month warranty. I pointed this out to them and here’s the killer if the first wasn’t bad enough; they said, “Would you like us to try and find a new one then?” Unbelievable isn’t it? I don’t often get really riled but I gave it to them straight. I said it’s 6 weeks old and my contract is with Amazon so I will return it via them. So they then tried it on again. Said I was outside the 30 day return and replace window. So I hit back that they were talking through their hat and quoted my consumer rights/law etc. I was stunned they expected me to accept a refurbished unit for a brand new return. It maybe a great device but their customer service sucks. Blatant trying it on!

Has anyone else had this sort of thing happen? Or have I just been unlucky again?