A bit over a week ago my PRS505 screen went bad. Never dropped or abused - the screen just stopped working. I sent it back to Sony for warranty repairs. There was no visible damage - no dents, scratches or cracks. My reader was well loved and treated gently during it's short life.
Today I received the following -
Quote:
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Originally Posted by Sony
We have completed the repair estimate for your unit based on the information you provided us. The estimated charge for your repair will be $267.49. This charge includes labor, parts, tax if applicable, and shipping back to you.
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I called the Sony Service Center and was told that my display was cracked. Not the outside, but one of the inner layers. I was told that I must have broken it. I asked for a supervisor and was sent to another Customer Service Center and spoke to another agent (not a supervisor). This agent told me that even though there was no visible damage that it was still not covered under warranty. In my description of the problem I had stated that the screen was scrambled. The agent told me that this always indicated a cracked screen. I told her that I would have to be very stupid to pay almost $300 for my month old reader to be repaired when it originally cost me $300. She offered to send it back unrepaired. I kept insisting that I wanted it fixed under warranty or replaced. The agent wouldn't budge. I asked to speak to a supervisor. They promised a call within 48 hours.
I'm so discouraged, but still angry enough to make this really ugly if they won't budge. Does anyone have any advice on how I should proceed?
PCH