12-12-2007, 07:14 PM | #16 |
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Thanks for the encouragement. I think I should wait until the supervisor has his/her say. I did write to the CONSUMERIST asking for advice. If they publish, I'll ask everyone here to DIGG the story (publicize it on the DIGG news site).
PCH |
12-13-2007, 02:13 AM | #17 |
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I'm sorry, but I don't understand why you feel aggrieved over this.
Sony's technicians are the experts. They have looked at your unit and ascertained that the screen substrate is damaged. You have absolutely no evidence that this is the result of a manufacturing defect (have you?). As Jon says, this could have happened in any one of 1000 different ways, most of which you could be completely unaware of. Why are you getting angry with Sony? They offer an "all risks" warranty to cover this scenario. You chose not to purchase that warranty. You don't really expect them to replace a screen which they are not responsible for damaging, do you? Your anger seems completely misplaced to me. Sony have done nothing wrong here. You broke your screen; Sony did not. |
12-13-2007, 02:19 AM | #18 | |
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Quote:
The outer plastic layer of the screen is tough plastic; the glass substrate is thin and delicate. Torsion or a physical impact will generally leave the outer shell undamaged while fracturing the substrate. Sony's standard warranty covers manufacturing defects. There is no evidence whatsoever to suggest that this is a manufacturing defect. There is an "all risks" warranty available at low cost for those who wish to protect themselves against accidental damage. |
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12-13-2007, 05:25 AM | #19 |
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HarryT
You assume that Sony tells truth. Maybe Sony techs are not telling the truth? Maybe they were told that if a reader with no visible damage to screen arrives, they should say it was damaged on the inside? The customers would have a very difficult time to prove them wrong I guess. |
12-13-2007, 05:35 AM | #20 | |
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Quote:
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12-13-2007, 05:38 AM | #21 |
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Not wanting to take a side here.. but surely if you buy something, use it for less than a month, an during the course of normal use it fails.. wouldn't you expect it to be fixed? If the substrate is so easily damaged, then is the item fit for use?
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12-13-2007, 05:45 AM | #22 | |
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Quote:
Note that this issue is NOT specific to Sony. The screens of all eInk readers are made by the same company (eInk) and they are all equally delicate. It is a VERY good idea to have some form of accidental damage cover. That's why Sony sell them. |
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12-13-2007, 05:49 AM | #23 | ||
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Quote:
Quote:
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12-13-2007, 05:52 AM | #24 | |
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He also says:
Quote:
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12-13-2007, 05:58 AM | #25 | |
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OK. I admit, I am lost.
I thought it is the case of Quote:
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12-13-2007, 06:09 AM | #26 |
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I agree with you. If the screen is dead, then that's a warranty fix, no question. If it looks anything like the picture I posted a link to, then it's not.
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12-13-2007, 08:44 AM | #27 |
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I just don't think you understand Harry. It's pretty simple so I'll try to explain it for you.
I bought a Sony BookReader I used it normally It wasn't dropped or abused It stopped working after 30 days The screen didn't look like the picture you posted, just a few odd lines and noise covering the entire screen - mostly white There were no visible cracks or partial images like your picture The warranty covers product defects under normal use I simply want them to fix this defective unit A display that is so delicate that it fails under normal use sounds like a manufacturing defect to me. I seriously doubt that any extended warranty would cover abuse or user negligence that you allege. I don't know how it failed and neither do you. I do know that I didn't abuse it in any way or use it in a way that wasn't normal. I was told that an inner layer of the screen was cracked. I don't know how they determined this. I doubt that they dissected the display. They offered to return it to me. They probably just looked at it and decided that there was a crack somewhere. It's only been on sale for a month - how much experience do you think they've had repairing 505s? You keep harping on the fact that my anger is misplaced. I bought a product that I really liked (loved even) and it broke after a month of normal use. I KNOW that I didn't abuse, drop, or use it in any way that wasn't normal. My anger and frustration stems from the fact that Sony assumes I damaged it through negligence and I have little means to prove otherwise. We all heard and understood your opinion the first time you stated it. There is no need to repeat it. I disagree with you. You will have to accept that and move on. PCH |
12-13-2007, 09:37 AM | #28 |
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Of course I accept that you disagree with me, PCH. We are all entitled to express our views here. I am simply saying that Sony's technicians are undoubtedly better equipped to diagnose faults than you or I are, and that you have no logical reason to disagree with their assessment of the problem.
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12-13-2007, 10:10 AM | #29 |
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Last month I opened my 500 to find a little dent in the glass right in the centre. Luckily it still works fine but I have no idea how it got there. I treated it well and yet this dent somehow appeared.
I think the point HarryT is making is that you may think you were treating your 505 well but somehow you might have done something that damaged it, like a tension or stress and you honestly don't recall doing so. |
12-13-2007, 10:19 AM | #30 |
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I just called Sony and they do not yet have an extended warranty on the PRS-505. Now that I have asked for one, the service staff will request one and get back to me in a couple of weeks with the price.
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