Originally Posted by Yar-PocketBooker
Author, thanks for the thread.
Before you uploaded pictures of your devices screen, I did so in this same forum, in this thread, with the survey: http://www.mobileread.com/forums/showthread.php?t=77420
- folks say that this is a mechanical damage of the screen.
You had opinions from 3 different sources that this is the cracked screen, which is the case not covered by our warranty.
We may continue increasing the number of specialists that look at your device and all them will say the same thing - broken/cracked screen.
But, anyway, thank you for bringing this up - I'm sure, we'll get a number of positive feedbacks from those folks who also had our service and were extremely satisfied with it.
I have ready many posts where other mfgs have replaced a screen where the cause did not appear to be owner mishandling (which you admitted there was no proof of)...maybe not technically covered but goodwill towards keeping customers long term.
While that type of service may be going above and beyond -and- not judging who is "right or wrong", I have to admit that this type of response is not one I would expect from a customer oriented company.
While I understand that upset customers can be frustrating to deal with, the sarcasm and glee in being right made me empathize with the OP more so than his case.
I'm glad others have reported having better customer service experiences.