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Literati EReader

Literati EReader review: horrible customer service 30

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Author of the review
3:05 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Horrible support and customer service. Found out support issues at Fix Ya. They actually had a recording for their support team and it disconnected the listener while their support lines were supposedly open. They do not return emails and their support tab says there is "an error with your message". Worst customer service ever.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

30 comments
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jvarie
davi, US
Aug 08, 2012 9:08 pm EDT

Terrible customer service...I just tried to call [protected] and like the people above I listened to a recording telling me that I called during peak time and I should call back. I call back and get the same message. The automated machine hangs up on me every time. My Literati is the worst device I have ever purchased...would not recommend it to anyone...im going to stick with Apple products!

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MadinLibby2012
Libby, US
Jul 17, 2012 10:51 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Finally got back in touch with them after they had me reboot the Literati and then it was totally dead. They basically said my warranty was no good, they had nothing to send me - too bad. Now all of the books that I have bought on Kobo will not transfer to a kindle, so I either buy a Kobo product or I am out over a 100.00 worth of books...

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cosmokat
Calgary, CA
Jul 16, 2012 1:43 pm EDT

Wow, this MUST BE a total SCAM COMPANY and I can't believe it hasn't been picked apart by media or lawyers! I read all the above comments, that were for me, dated ONE YEAR AGO if not more... today, July 16th 2012... i called at 1:30 PM Pacific time, and I got a recorded msg that asked me to hold while it connected me, then 30 secs later, it said that I must have called during the Peak Time and to call back during regular hours (but I was calling during regular non-peak hours). It then told me to call back and have a nice day. No opportunity to leave a message and there was no way it seems, that I was EVER going to talk with a rep. This is NOT A REAL COMPANY. They have a half -### product that doesn't work very well, but all they do is take in the money and then RUN~ STAY AWAY FROM THESE PEOPLE. Go buy a kindle or something else with a more REPUTABLE company. Good luck!

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MadinLibby2012
Libby, US
Jun 21, 2012 8:50 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Went through the same problems as everyone - finally got through, they told me what to do and it has not fixed the problem. Now I have nothing and cannot get through to the line anymore...what a mess and joke. Time to buy something else...

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amac1111
solana beach, US
May 30, 2012 10:52 am EDT

After months of struggling with my literati, as well as watching numerous videos online.. I called the new number I found on this blog 1.800.481.7983 and spoke to a very nice and helpful gal Christina. It took a couple of calls to get through the "we have too many callers, call back later" queue. (3 i think, right in a row) She was polite and sweet even though I was clearly frustrated with my literati. She fixed my problem in under one minute. I admit, the literati is not the most user friendly device, but once synced properly.. i am loving it! Call the hotline.

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AnaDoll
Niagara Falls, US
May 15, 2012 4:35 am EDT

I am extremely frustrated at how impossible it is to contact Literati Support. I called the [protected] and the message said "You MAY have reached us at a peak time...your call is important to us...please call back between 3pm and 6pm...googbye...click." What? You are not giving me the option to sit on the phone for two hours for the next agent? When you first call it says "your call will be answered in the order it was received" - really?
I called between 3pm and 6pm and still getting the same brush off. I just want my free books! Where are my 125 free books that I can download to my Literati? Boy, the sales person was all over that 125 free books - where is the "free books" tab on Kobo's store. I tried accessing both from literati and from the computer. This is very painful and I am not recommending Literati Sharper Image e-reader to anyone.

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HShaw
Blossvale, US
Apr 16, 2012 10:33 am EDT

Like everyone above I had my Literati for 3 months and it quit working.. I called they were polite and sent out a box right away. They told me to put everything including the cord in it and send it back. 3 months later and many calls I finally was suppose to be sent a new one.. Like everyone else I got someones used one not even like the same one I sent in and they sent it back with no cords or charger. I called and called and argued and cried and never got the cords. I found a cord to use to recharge it at a electronic store and that was a waste cause the second one they sent me does not work either.. It is like they shuffled the bad ones up and resent them out to everyone.. Yes and that joke of a 800 number is worthless.. according to them it is always peak time and you get hung up on.. How can they get away with this.. Worst customer service ever...it is too bad they do not stand behind their product because when it worked it was good...

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Litratimybutt
, US
Feb 19, 2012 6:52 am EST

Call [protected] and when you get the recorded message Press 9 to leave a message, then press * (star) to get a directory listing. Try different names for fun. You don't need a whole name... just enter the first 2 or 3 letters and it'll give you the rest. Then leave fun messages for everybody in their company to let them know hoe happy you are with their product! :). LOL LOL LOL.LOL. LOL!

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Draco Rexus
Bethlehem, US
Feb 17, 2012 5:51 pm EST

My Literati it wouldn't power up or recharge it just stopped working. I just tried to call [protected] and like everyone here I listened to a recording telling me that I called during peak time and I should call back. I call back and get the same message. I waited 2 hours between each attempt. The automated machine hangs up on me every time. I happened to call once at 9:45 am EST and got a live person who hung up on me after saying call back in 15 minutes and then got the lousy recording.
This should be a class action lawsuit against Literati for everyone to get the retail price of the device.

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coran
Philadelphia, US
Jan 08, 2012 8:45 am EST

sad and disgussed all i have wanted to do is read and I have yet to do so I brougt two books and can't even read them kobo have my money and literati also and no one wants to help, I think I am going to just cut my lose because I have came to the end of my rope, I have never had worst service in my life sad. if you haven't brought this device please spare your self and go buy a kindle or nook please!

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choozee
Gulf Breeze, US
Dec 22, 2011 7:36 pm EST

I just tried to call [protected] and like the persons above I listened to a recording telling me that I called during peak time and I should call back. I call back and get the same messege. I waited 2 hours between each attempt. The automated machine hangs up on me every time. My Literati is the worst device I have ever purchased. I will NEVER shop at Sharper Image again! Now I have an ereader that was and is a total wast of money! I'm going to purchase a Kindle or Nook, hell maybe I'll splurge and get myself an ipad. I deserve it after the frustrating experiences with this Literati!

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theresa1t
, US
Dec 14, 2011 12:58 am EST

I have a literati that is worthless. It will not turn on, called the 800 number I got from KOBO...it says customers service hours are 7 am to 7 pm pst time, well recording says sorry you must have reached us during our peak time and to call back between 3 and 6:30 pacific time, tried that too...and got the same recording! Have determined that this thing is a giant paper weight!

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Cablingqueen
, US
Dec 09, 2011 8:49 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I received a Literati ereader for Christmas 2010 from my Sister. After updating the firmware through wireless last month and thoroughly troubleshooting I realized the SD slot was defective. It recognizes something, but will not read the media. My computer has no problem with the SD card, and I downloaded books from the library, so the Literati slot is bad. When I called the Literati support number today I was told the Literati was "discontinued." That I should "discard' the ereader and Xfer my books. When I asked about the Voucher program she said that originally, when they first came out some were replaced, but the supply ran out after the Literati eReader was discontinued. I am going to find out what kind of hard drive is in this stupid thing when I get home.

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rosii1959
Avon, US
Dec 09, 2011 6:42 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Rec'd a Literati ereader for Christmas 2010 from family. My first Literati started freezing then gave out three months later, I called KOBO and it was replaced (waited two months total for replacment) Second unit has been freezing up, called KOBO who used to service Literati, they gave me the new Literati support number. I called and was total they "no longer made the ereader so theres no replacement. No recalls." So, I'm SOL. I'm very upset and I'll make sure that all the ereader groups I belong to and anyone I speak with knows what type of company Shaper Image (who made the Literati), is like.

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perelu
McAllen, US
Oct 13, 2011 8:39 pm EDT

I have had me ereader since January. I had to return the first one because it would freeze on me, could not power off or change the page. I had to wait until the battery ran out, then I had to re-enter all my information. Know the second one isdoing the same thing good thing I purchased at Kohls and they told me they will replace it if it happens again. Very disappointed.

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kirsteng91
Lawrenceville, US
Oct 03, 2011 4:32 pm EDT

I got the literati for my birthday and have been getting the 404 error for over a month now. I cannot get ahold of their costumer service hotlines at all. Does anyone know how to fix this error?

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Beyond Frustrated!
Ann Arbor, US
Sep 17, 2011 1:18 am EDT

Like others have posted, the numbers for customer service don't work and there are no options to reach anyone. Obviously that is their intention as they must have hundreds of complaints a day. I've been waiting weeks for my replacement, but by the responses of other, I shouldn't expect it any time soon or a new replacement. I will NEVER purchase another product from them again! What a hassle! Thanks to everyone who posted so we all know what to expect.

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SuperM
Brooklyn, US
Sep 15, 2011 5:57 pm EDT

Every issue that was stated is the same issues I am dealing with now, has anyone gotten through on any Literati customer service line?

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Disappointed-reader
Stoney Creek, CA
Aug 26, 2011 4:15 pm EDT

So disappointed in this product and the customer services that are NOT offered!

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MORE than Frustrated in Phoenix
Youngtown, US
Aug 19, 2011 12:51 am EDT

I have been trying to get through to both [protected] and [protected] for weeks now and every time I get a recording telling me I have called during Peak Times and to call back between 3 - 6:30 pm and hangs up on me. Gee, last time I checked 4:45 WAS between 3 - 6:30 pm. I have two of these darn things and neither one is working! Definitely and F for both customer service and quality!

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Arwym
, PR
Jul 13, 2011 4:40 pm EDT

I just would like to know if you're ever going to update the Web site with the new support phone number and fix the contact form. I also would like to know if you're going to continue updating the firmware. There's still a lot that could be done to make the ereading experience even more pleasant. :)

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JudyE
, US
Jul 08, 2011 1:21 pm EDT

I received my Literati as a Christmas gift. It worked fairly well for 6 months then just died. Couldn't power up. I have spent the last month waiting for my new ereader after voicing my dissatisfaction with the equipment to customer service. Received a box with a return label only. What a let down. It is summer and I want to read on the beach during my vacation. Time to buy a Kindle. Oh and as a courtesy Literati people - please have your customer reps tell the customer that the exchange will take weeks or months so we don't run to check our mail every day hoping against hope ... JudyE

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AngelNDisguise
Salisbury, US
Jun 28, 2011 10:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I also had to return first reader as it didn't work but one week. After waiting 3 weeks for a return box, followed by 3 months for a replacement. I received a used, not functional replacement also. At this point, I give up. The product is garbage. Thank goodness the store I purchased it from took it back, returned my money so I could buy a Kindle and start reading.

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Ava Jean
, US
Apr 22, 2011 6:36 pm EDT

Literati customer service... What a joke! I too couldn't reach them between Christmas and New Years, took 2 months to get a box to send my reader back in, they were backordered, then a month later they sent me an empty box instead of the reader, and when I finally received a reader back, I guess the readers were backordered too, it was, big surprise: Refurbished. Scratchs, fingerprints, you name it. I called and voiced my displeasure, and they are sending another box out, but guess what? The new readers are on backorder! DO NOT GO WITH LITERATI! PAY A LITTLE MORE AND GO WITH NOOK OR SOMEONE ELSE! $150 for the Ereader, $250 for KOBO books I can't use, Learning to pay more and get better: PRICELESS.

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salgal535
Selbyville, US
Apr 10, 2011 4:00 am EDT

I too have a Literati that quit working. After updating it it wouldn't turn on. I have waited a month so far and no shipping label to send it back. I liked it when it worked, but I am afraid it is very unreliable. I guess they are right you get what you pay for.

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thehounds
Bloomfield, US
Apr 04, 2011 6:22 pm EDT

After 1 1/2 months after getting my Literati it wouldn't power up and they told me they would replace it. I had to wait over 2 months just to get the box with the return tag to send back to them. Several calls had to be made in order to find out where the return box was, they told me they were back ordered. Last Friday I finally received it. When I opened it, it wasn't new it was refurbished! Scratches and finger marks all over it. When you return something new you expect a new replacement. So then after turning it on to update it, I couldn't turn it off ! Here's where I made another call to their customer service and told them how dare they send me a used device where mine was brand new and this was broken as well. After yelling at them about my displeasure about this whole experience and not wanting someones used device, I demanded a new one. The service person put me on hold and got back to me and told me they would send a new one. I guess this will take about 2-3 weeks before I actually get my new Literati because they won't send it until they get back the old as I'm waiting for the box to return it in. It takes forever with the FEDEX ground service from the west coast to the east. Otherwise I like the usage of my Literati. The service is extremely slow and not truthful to the customer upon exchange.

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kmfloyd
, US
Mar 02, 2011 4:39 pm EST

I, too, have had a positive experience with customer service. My problem was handled quickly and to my satisfaction without incident.

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ninomio
Palatine, US
Jan 09, 2011 2:45 pm EST

Well I too was about ready to give up the ghost, go after a refund an d [pay much more for another e-reader until... I tried the new customer service number, [protected]... this after many fruitless calls to the number printed in the Literati manual. I was amazed at the knowledgeable, pleasant and patient person who very quickly took care of all my questions the result of which is a very happy camper with his useful new toy. The Literati Reader is easy to use and a pleasure to have in my electronic gadget collection. I normally have at least 3 hard cover books in the process of being read. I have already added 4 more to my ereader and the bookmarks work just fine.

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Ricevillage
Barre, US
Jan 01, 2011 1:56 am EST

I just called this exciting new Literati support Hotline number. Got an automated message that didn't mention anything about being unavailable at 5 P.M. New Year's Eve, although they obviously are. Totally useless customer support isn't an issue, provided it's attached to a product that's pretty much bug-free, but this isn't the case on either side. I would not normally recommend you triple your money and get a competing color ebook reader, but I'm ready to. Too bad; a smooth-functioning Literati just may raise all kinds of havoc with the more expensive ebook readers, but that isn't happening as I see it. My question has to do with the Literati losing the bookmark on a partially-read book, although the free Kobo software downloaded to the household netbook and two laptops doesn't have that problem. If you're reading this, at least SOMEBODY is listening. Not the right people, however.

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LiteratiReader
Irvine, US
Dec 31, 2010 10:42 pm EST

I am very sorry you had a bad experience. For any reading-related issues, including setting up your Kobo account, purchasing a book, using a promo or gift card, transferring eBooks, and more, please visit Kobo Customer Care at the following link:

Kobo Support or call the Kobo Help Line: [protected] (hours are 8am - 12am EST)

The Kobo Customer Care site includes answers to many frequently asked questions and can be accessed at any time.

If your questions are related to the device, please contact Literati Customer Support at the NEW LITERATI SUPPORT HOTLINE NUMBER: [protected]

Literati Customer Service Hours are: M-F 7am-7pm (pacific) Sat-Sun 7am-3:30pm (pacific)

We also are adding answers to frequently asked questions to the Discussion tab.

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