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What to do with a broken Kobo screen
#1  h.k. 01-12-2011, 04:52 PM
The screen broke on my Kobo about two months after I purchased it. The store told me that that it looks like it was physically damaged, (and not innately defective). Maybe I wasn't careful enough.

I was informed by support that if Kobo replaced the screen, the cost would be about $120 ($60 for the screen, the labor ($40), and the shipping).

I'm wondering if I have any other options. Does anyone out there replace broken screens with used (working) screen, for a less expensive experience?

Is there anything else I can do with this Kobo, except use it as pathetic memory stick?

Thanks
hk
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#2  sabredog 01-12-2011, 09:26 PM
If you are sure that you did not damage the screen physically and it simply died, then pursue the matter again. Most dead screen Kobo's appear to have been replaced by the store it was purchased from.
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#3  stodge 01-12-2011, 09:46 PM
At that price you may as well buy a new Kobo. If you decide not to pursue the damage...
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#4  MikeLC 01-12-2011, 10:19 PM
some kobos have broken connections on the screen which are behind the screen itself, if you didn't physically damage the screen a Chapters/Indigo store can exchange you a Kobo device (if it's an original Kobo then you may have to pay the difference for upgrading to the wifi version which is around 50 dollars)

of course this is all to the discretion of the store manager so you'll have to try your luck there

I can't tell you if the screen was defective or if it was actually broken without seeing the device or a picture of it.
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#5  h.k. 01-13-2011, 09:36 AM
I wish it wasn't broken, but part of the screen is fine and part of the screen is washed out.
I kept the e-reader in its case in a knapsack, together with: a laptop, a mouse, a power cord, some sprial note books, a pencil case and the prime suspect - one of those laptop locks. If only I had kept it in my linen closet ....
Here's a screen shot of the screen anyway: image »

I hope others will be more careful.
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#6  robko 01-13-2011, 09:46 AM
I have no particular facts to base this on, but to me that looks like a manufacturing issue than physically broken issue. From what I've read of the physical damage issue that's when the glass substrate of the screen gets cracked. I don't think you could break it that cleanly. That looks like loose/defective connections mentioned above in my unexpert opinion. I'd be taking it back to where you got it or taking another run at Kobo CS to get it replaced.
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#7  3d0g 01-13-2011, 12:51 PM
100% agree with robko. That's not a broken screen - that's a defect. Take it to the store and talk to the manager or open a warranty case with kobo directly.
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#8  The Terminator 01-13-2011, 12:58 PM
Yes thats not damaged thats defective
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#9  pholy 01-13-2011, 03:29 PM
As the others have said, that looks like the connector has failed. Both the borders of the defect area look to be straight across the screen, matching the X-direction of the display matrix. All the pictures of broken screens I have seen are much more irregular. If the store manager won't cooperate, I would escalate it to the Kobo Support area that Taming has mentioned.
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#10  taming 01-13-2011, 07:03 PM
I think it is helpful to have a support ticket when you decide to go to the getsupport.com/kobo board. I think what I would do is open a support ticket on help.kobobooks.com (it's called opening a request). Attach the pictures, since you have them. You can also do the same thing (do one or the other--not both) by sending an email to help@kobobooks.com. The automated response will include the support ticket number.

See if you get the response you are looking for from this. If the interaction seems to bog down, or you don't get a response, then go to http://getsatisfaction.com/kobo and reference the support ticket you opened.

The deal (from my POV) is that the first level of support by mail, phone, and through the website is actually their contracted support with NuComm. Sometimes they are all you need, sometimes not. getsupport.com is staffed by Kobo employees. They sometimes have the ability to go further/faster than the NuComm folks can (or have) gone.
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