Is there a physical presence in NYC?

[vinvin]

I've sent my parents a PB360 as a gift, and they're having problems with it now... The local distributor (in Israel) refuses to help as it was not bought through them, so they want to have it fixed in the US when they come to visit. Is there a place in NYC they can go to to have it handled?

[desertgrandma]

Welcome to MobileRead, vinvin.

Hopefully someone will step in soon with suggestions.

It might help to be more specific with what sort of problems you are having?

[tvpupsik]

Originally Posted by vinvin

I've sent my parents a PB360 as a gift, and they're having problems with it now... The local distributor (in Israel) refuses to help as it was not bought through them, so they want to have it fixed in the US when they come to visit. Is there a place in NYC they can go to to have it handled?

Most probably you will have to ship the device to the PocketBook USA service center in Kansas. Their contact info:
email: service@pocketbook-usa.com
phone: 1 877 326 0196, ext 2
hours: 8am-6pm CST, Monday to Friday

[vinvin]

Originally Posted by desertgrandma

Welcome to MobileRead, vinvin.

Hopefully someone will step in soon with suggestions.

It might help to be more specific with what sort of problems you are having?

hard to tell frankly being far away... they say the PC stopped communicating with the reader.

[kacir]

Originally Posted by vinvin

hard to tell frankly being far away... they say the PC stopped communicating with the reader.

There is lots of things you can do from a distance.
Tell them to:
- use different cable
- plug cable to different USB port on computer
- try plugging the device to different computer
- try inserting/removing the SD card
- try reseting the device
- try restoring the device to factory default state (this wipes all books, bookmarks ... EVERYTHING) This is the last resort.

I am pretty sure that owner of the nearest Internet Cafe can help them with most of those tasks when they go in during "slow" hours, ask nicely, look hopeless enough, and pay for one hour of PC use.

If nothing of the above works they can purchase a microSD card and a card reader and get books on the device this way.
You can send them MIcroSD card with books stuck between two pieces of cardboard in an envelope by airmail.

There are other things they can do, just come back and tell us how the above worked.

[tvpupsik]

Originally Posted by kacir

There is lots of things you can do from a distance.
Tell them to:
- use different cable
- plug cable to different USB port on computer
- try plugging the device to different computer
- try inserting/removing the SD card
- try reseting the device
- try restoring the device to factory default state (this wipes all books, bookmarks ... EVERYTHING) This is the last resort.

I am pretty sure that owner of the nearest Internet Cafe can help them with most of those tasks when they go in during "slow" hours, ask nicely, look hopeless enough, and pay for one hour of PC use.

If nothing of the above works they can purchase a microSD card and a card reader and get books on the device this way.
You can send them MIcroSD card with books stuck between two pieces of cardboard in an envelope by airmail.

There are other things they can do, just come back and tell us how the above worked.

Very good points kacir. For some reason I assumed that the local distributor in Israel inspected the device and refused to fix it under warranty there. But if it is just a PC connectivity issue it might be indeed easily solved by trying options listed above.

[Vienna01]

Originally Posted by kacir

There is lots of things you can do from a distance.
Tell them to:
- use different cable
- plug cable to different USB port on computer
- try plugging the device to different computer
- try inserting/removing the SD card
- try reseting the device
- try restoring the device to factory default state (this wipes all books, bookmarks ... EVERYTHING) This is the last resort.

I am pretty sure that owner of the nearest Internet Cafe can help them with most of those tasks when they go in during "slow" hours, ask nicely, look hopeless enough, and pay for one hour of PC use.

If nothing of the above works they can purchase a microSD card and a card reader and get books on the device this way.
You can send them MIcroSD card with books stuck between two pieces of cardboard in an envelope by airmail.

There are other things they can do, just come back and tell us how the above worked.

In addition to trying to connect with computer running, try connecting to computer THEN turn computer on. Be sure to click on the PC choice when presented not on charge.
I don't remember if it makes a difference whether the reader is first turned on or not. Maybe try both ways.

I just[last night] went through the no connection exercise. Finally found problem was the cable not fitting tightly. Changed cable no problem. Tried all kinds of Windows 7 esoteric solutions first such as clearing caches, changing drive letters in registry and others suggested on the net.DUH!

[vinvin]

Originally Posted by Vienna01

In addition to trying to connect with computer running, try connecting to computer THEN turn computer on. Be sure to click on the PC choice when presented not on charge.
I don't remember if it makes a difference whether the reader is first turned on or not. Maybe try both ways.

I just[last night] went through the no connection exercise. Finally found problem was the cable not fitting tightly. Changed cable no problem. Tried all kinds of Windows 7 esoteric solutions first such as clearing caches, changing drive letters in registry and others suggested on the net.DUH!

They seem to have figured it out, they say it works now. I guess the problem was indeed a bad cable connection.

Thanks for the help and suggestions though!

[tvpupsik]

Originally Posted by vinvin

They seem to have figured it out, they say it works now. I guess the problem was indeed a bad cable connection.

Good to hear