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Old 10-06-2009, 07:35 AM   #1
Deividas
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Question Bookeen support

Does any body have experience with Bookeen support?

I wrote mail on Sunday and still didin't get any response Maybe somebody could help me.
I have new Cybook Opus. At the beginning it worked well. On Saturday I have noticed that every time after I switch on the device it starts from the very beginning - it asks to select language, forgets my settings (font size, folder view), forgets page of book I'm reading.

How to restore normal functionality?
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Old 10-06-2009, 07:46 AM   #2
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It could be some corruption in the internal memory.

Try connecting the Opus to the computer and running a disk check utility on the storage unit that appears (on Windows, you'd probably right-click the unit on the file explorer, choose "Properties", then the "Tools" tab and there should be a "run check" or something).

And always remember to use the "disconnect safely" icon in Windows before actually unplugging the USB cable.
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Old 10-06-2009, 08:14 AM   #3
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Quote:
Originally Posted by Jellby View Post
It could be some corruption in the internal memory.

Try connecting the Opus to the computer and running a disk check utility on the storage unit that appears (on Windows, you'd probably right-click the unit on the file explorer, choose "Properties", then the "Tools" tab and there should be a "run check" or something).

And always remember to use the "disconnect safely" icon in Windows before actually unplugging the USB cable.
Yep.

No response by now is not weird either. Still only noon in france. Guess you should have an answer by the end of the day (French time).
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Old 10-06-2009, 08:44 AM   #4
Deividas
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Jellby, thanks. I will try.

EownCarter, I have send mail on Sunday, 3 days ago....
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Old 10-06-2009, 08:53 AM   #5
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Quote:
Originally Posted by Deividas View Post
Does any body have experience with Bookeen support?

I wrote mail on Sunday and still didin't get any response Maybe somebody could help me.
I have new Cybook Opus. At the beginning it worked well. On Saturday I have noticed that every time after I switch on the device it starts from the very beginning - it asks to select language, forgets my settings (font size, folder view), forgets page of book I'm reading.

How to restore normal functionality?
Response to my mail took 3 days. They're probably a bit understaffed.
But they are reliable and helpful.
And Opus to me is worth bit of trouble...
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Old 10-06-2009, 12:10 PM   #6
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My experience is that if your problem is one that they know how to deal with they react fairly quickly. If it is a new problem then it takes a while. Sometimes you need to pester them with multiple emails to get their attention.

If this was a problem with a PC, I'd guess that you have a bad battery. In laptops there are two batteries. The main battery and a small battery to keep settings alive in volatile memory. When this secondary battery goes dead you can have symptoms like this. I don't know if the Opus uses this type of secondary battery approach, but it does sound like this.
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Old 10-06-2009, 12:32 PM   #7
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You might simply need a firmware update, they should have you fixed up in 2 or 3 years easily...
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Old 10-06-2009, 04:51 PM   #8
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My experience with Bookeen in the last 3 months was lots of emails from me and some replys from them. In the last three weeks they have stated that they have moved to a different building and also that they are having computer problems. The good news is they sent me a replacement Cybook Gen 3 that has more fun stuff than my basic broken one I sent them.
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Old 10-17-2009, 06:15 PM   #9
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I have bought several Gen3 readers (gifts) and all freeze frequently. In June the support team responded with the promise to issue new firmware “in brief delay”. Finally one of the devices stopped working. From September 25 I was sending emails once a week to contact@bookeen.com, suppport@bookeen.com and, since nobody responded,
to Michael Dahan personally a week ago. No answer. The warranty expires soon in October. For me the only way of communication is through emails as Bookeen does not provide a phone number. How many emails and how long it can take them to respond?
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Old 10-17-2009, 07:01 PM   #10
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I have bought several Gen3 readers (gifts) and all freeze frequently. In June the support team responded with the promise to issue new firmware “in brief delay”. Finally one of the devices stopped working. From September 25 I was sending emails once a week to contact@bookeen.com, suppport@bookeen.com and, since nobody responded,
to Michael Dahan personally a week ago. No answer. The warranty expires soon in October. For me the only way of communication is through emails as Bookeen does not provide a phone number. How many emails and how long it can take them to respond?
It will take more than a few and more than you should expect. Their response time is slower than FEMA (US Federal Emergency Management Agency) response time to the Katrina hurricane.

Derek
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Old 10-17-2009, 07:41 PM   #11
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The only way I could get Bookeen to reply was to send mutiple polite very carefully worded email at once. One of mine said "Why won't you answer this email?" There reply was to say they were sorry I did not seem to get there replys. Funny I got the email that said I didn't get there emails. Finally I demanded my Cybook back. I ended up paying $160.00 US dollors for a replacement from them.
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Old 10-18-2009, 10:44 AM   #12
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Phone Number
Another thread, same topic - may give further ideas ....
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Old 10-18-2009, 01:58 PM   #13
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Just a note, bookeen resently moved, i'm not sure that number is still valid, unless they ported it.
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Old 10-18-2009, 04:06 PM   #14
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Just a note, bookeen resently moved, i'm not sure that number is still valid, unless they ported it.
Well then.. Yet Another Reason To Fault Bookeen's Management Style, yes?

Derek
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Old 10-20-2009, 12:11 PM   #15
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Just a note, bookeen resently moved, i'm not sure that number is still valid, unless they ported it.
oh! blother - surely they would have kept it ??????
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