Has anyone been in contact with Bookeen support? I have emailed them Friday and havent heard from them yet. I have been having trouble with my cybook and it has been three weeks and still don't have a fix. How long should I wait until I send it back for replacement or refund?

Thanks,
Tom

my cybook bricked at Saturaday. I emailed them immediately. But no response until now. Sorry for their response time.

They had been very good up until now, I tried their first fix and gave feed back ( though I didnt know when you turn off the unit the fix was wiped out). I really like the reader and dont want to send it back but it needs to work for libraries or its no good to me. I am would like to buy a book from mobipocket but I don't think it will work.

Nobody here has reported problems with books bought from Mobipocket. It is only library books that have been a problem as I remember it.

I think they need to update there web page about how to report problems. It seems to me that a broken reader and a bug report is different kind of problems and for a bug report it would be good to have a bug tracking system or some indication that they themselves are using a bug tracking system so they are not misplacing the bug reports you send to them. For one bug I reported i got an answer saying they would look at it but I did not get a number to identify my bug so it is harder to ask them for progress.

They had been very good up until now, I tried their first fix and gave feed back ( though I didnt know when you turn off the unit the fix was wiped out). I really like the reader and dont want to send it back but it needs to work for libraries or its no good to me. I am would like to buy a book from mobipocket but I don't think it will work.

I can report that it works just fine. I've bought a fair number of Mobi DRM books from Fictionwise and they all work just fine on the Gen3. The only reason library books don't work is because of the date checking. Doesn't affect normal books.

OK thanks, Now my problem is that 95% of my books come for the library. Would you know if the iLiad can read books from the library? I would be willing to spend the extra money to be able to do so. Also how to go about returning the cybook?

I suspect that you can't return it. It's not faulty. You have no inherent right under European consumer law to return something merely because you don't like it.

However, given the current supply issue with the Gen3, I'm certain you'll have no problem selling the Gen3 for what you paid for it. Why not put an ad in the "Flea Market" section of the board.

I suspect that you can't return it. It's not faulty. You have no inherent right under European consumer law to return something merely because you don't like it.


But you have a right to return it if it does not fulfil the specification but maybe you have to give Booken a reasonable amount of time to fix it. And I think you have this right three years.

I think it is faulty as I have the email's from bookeen saying that they are working on the problem. Now with that said either through this forum or emailing and asking about returns they have contacted me and are working on the problem and will have a fix by
11-26-07.

I forgot to mention a simple email saying were working on it goes a long way. When your dealing with a sale outside the US I get a little nervous.

In Germany you may cancel a purchase done via internet (Vertrag mittels FKM (Fernabsatzkommunikationsmittel)) for 14 days after the item was delivered. Maybe in your country you have a similar regulation?

S.

I must say Bookeen support is not very good as they don't get back to you. am I the only one that has this much trouble?

I wanted to buy one of their devices (but had a question) and they didn't get back to me (it's been about two weeks). In comparison, the people at jinke/hanlin wrote me back within 10 minutes. So... I'm a little weary of the customer support situation at cybook/bookeen.

I wanted to buy one of their devices (but had a question) and they didn't get back to me (...) So... I'm a little weary of the customer support situation at cybook/bookeen.
That's the reason why I'm also so reluctant. If I buy the Cybook it's because of the extended warranty if compared to Sony's (I'm very afraid of malfunctions). But again... I've sent Bookeen two emails more than 3 months ago and still no response.

I have submitted to bug repoert and have got response to both of the emails. I suspect the Bookeen is a rather small company and if you ask something that is not easy to answer then it might get pushed to the stack of things to do sometimes in the future. I would remind them about the previous question and ask when the are planning to answer it.

I have submitted to bug repoert and have got response to both of the emails. I suspect the Bookeen is a rather small company and if you ask something that is not easy to answer then it might get pushed to the stack of things to do sometimes in the future. I would remind them about the previous question and ask when the are planning to answer it.
Granted, the question might not be one they can answer right away, but they could at least reply that they got your question and are looking into it so you know they got the message.

I have asked to return my device & be refunded my money. They have not answered so I had no choice but to have Visa dispute the charge. I think I will buy an iliad. Would anybody disagree with the choice of an iliad.

An iLiad is very different to a Gen3. Long boot time and rather short battery life, but once it's running, it's great. It's much more like a tablet PC than a dedicated bookreader. I'm not sure I'd get one if I were primarily after a bookreader - the Sony 505 might be a better choice for that. If you want to do other things with it as well though, then the iLiad is excellent.

I have asked to return my device & be refunded my money. They have not answered so I had no choice but to have Visa dispute the charge. I think I will buy an iliad. Would anybody disagree with the choice of an iliad.

Strange that they did not answer such a request. Did you check your spam filter to see if you missed a response?

I totally agree that you want to have a direct answer just confirming that they have got the email. So hopefully they will start using some system to keep track of these kind of things.

Interesting to find out, that I'm not the only one without reply from bookeen support (no answer in 4 weeks). What makes it even worse imho is, that I was quite sure about to order one and I only had a minor question about the transaction (I told them I would buy after I have the information I asked for, it was no requirement). Therefore if you even don't answer your highly potential buyers, how would it be if you ask for support with problems?

Are we talking about the same company?

Every email sent to support@bookeen.com has been answered within hours. My CyBook screen failed, a return authorisation/code was promptly provided and Bookeen have now shipped me a replacement. The customer support has been excellent and even when the French postal services decided to go on on strike losing my shipment in the process, they had staff on the case chasing the delivery down .... thinking about it that's probably why you've not had your responses :o

quite strange, thats diametral to my experiences with customer support generally. Usually there are very helpful before you buy - my assumption seems to be not true for bookeen, at least in your case. Their support seems to be quite volatile. I checked again and realised that I sent at contact@bookeen.com not to support@bookeen.com. Probably this makes the difference! Thank you, I will try that again.

Every email sent to support@bookeen.com has been answered within hours.

Where on the Web page did you find that address? Is the support address different from the contact address?

Yes it is a different email address. contact@bookeen.com is the contact address and not the support address. Try emailing support@bookeen.com with your problem and see what sort of response you get.

Yes it is a different email address. contact@bookeen.com is the contact address and not the support address. Try emailing support@bookeen.com with your problem and see what sort of response you get.

Eh, how do you know that they are different? I asked about where to find information about the emal addresses to check if they are different or not. It is common to set it up so that all addresses go to the same place and then internally distribute it to the correct place. So where do you get your information from so you can claim that this is not true?

Where on the Web page did you find that address? Is the support address different from the contact address?

They have three addresses on the site support@ (found on the warranty page in the shop), contact@ and shop@. Whether or not they are truly separate addresses or are all routed to one place I don't know.

I was actually kind of surprised that, now that their product is live, they don't have a support section on the site (unless you count the FAQ's).

Eh, how do you know that they are different? I asked about where to find information about the emal addresses to check if they are different or not. It is common to set it up so that all addresses go to the same place and then internally distribute it to the correct place. So where do you get your information from so you can claim that this is not true?
Does it really matter if all 3 addresses are or aren't going to one inbox before being distributed to the right people at the other end? I can only relate my own experience which was good both for a query with my sales confirmation and my recent support request.

Does it really matter if all 3 addresses are or aren't going to one inbox before being distributed to the right people at the other end? I can only relate my own experience which was good both for a query with my sales confirmation and my recent support request.

What matters is if they are treated different and support issues are thrown away if mailed to contact. The issue was that it is extremely hard to find the support address on the web page and I did not think it was there since I looked. I wanted to read on the web page Bookeens rekomended method to report bugs and other issues.

Try reporting your problem(s) to the proper email address and see what happens. if you get a quick enough responce, then you know why they did not reply.