Frank F.

TLDR;
- shop platfrom and integration with reading app is technically poor and provokes errors
- kind but useless customer support
- not a millimeter of goodwill to find an acceptable solution for me as a customer

I purchased an ebook on fnac.com.
First there was a problem logging into the Kobo App... support explained the reason was that I authenticated with a google account on fnac.com, but in the Kobo App I have to login with fnac user id and password. They instructed me how to reset and clear caches in my app. So far so good.

But then although I could download the ebook inside the Kobo App I could not read it: the progress display startet but never ended I never saw a single word of text from the book.
Longer than a week had daily email conversations with customer support and tried all the proposed procedures, but nothing worked. I tried on iPhone X and iPad Pro with most recent iOS.

And that was it: customer support concluded more or less that that is my problem. I asked several times for a refund in case we can not find a solution for me, but this proposal was simply ignored.

I read a lot of ebooks on lots of platforms (amazon, thalia, darkhorse comics, safari online, etc.) since more than 15 year but never had problems like that.

So fnac: keep my money and fnac off!
Your customer support will never have to deal with me!