Reader's Screen Went Crazy, Now Sony Wants $267.49

sammykrupa · 01-09-2007, 06:49 PM

My Reader's screen was covered in black lines and was very dark a few days ago when I turned it on, so I called Sony to schedule a repair. Now they are saying that it is physical damage and want $267.49 to repair.

I am requesting they send me a picture to see if it broke even more during shipment back. I hope this ends well

Anyone else have this happen to them?

Sam Krupa

UPDATE: Now Sony is saying that it has been dropped. Looks like I am being stone-walled because they have a faulty product.

UPDATE: Definitely a product flaw in the Reader, look at scotty's post below!

UPDATE: Look below for pictures provided by Sony support.

UPDATE:
I am fighting this one.

After reading other posts in this thread, I decided to post this to digg. I would appreciate it if you guys could give it your diggs!

http://digg.com/gadgets/BROKEN_Sony_...WALLED_by_Sony

lint · 01-09-2007, 07:06 PM

did you try and just take it back to the store? If you got it at borders they should replace it no questions asked as long as you have the receipt. They did it for me...

-lint

sammykrupa · 01-09-2007, 07:22 PM

I did get it at a borders, I am calling them now! Thanks for the idea lint!

sammykrupa · 01-09-2007, 07:42 PM

No go on that front (-:

scotty1024 · 01-10-2007, 01:13 AM

I had the exact same thing happen (in the first 2 hours) with the first unit I got. Nothing physical happened to the unit, she was reading her first ebook and it just died.

Sony was so unprepared we were unable to get an exchange unit, we wound up returning it for credit to the Sony Online Store.

sammykrupa · 01-10-2007, 06:40 AM

Wow.

Sam Krupa

JimCuk · 01-10-2007, 07:58 AM

Sounds a bit harsh Sam, did you throw it at a wall? lol if you didnt do anything mad with it shouldnt it just be a warrenty job?

RWood · 01-10-2007, 09:22 AM

From the other side of the coin, if the reports are true that the screen alone costs about $150, then the $267.49 is not an unreasonable estimate for repair if it was their fault that it broke. For a warrenty repair it is totally unresaonable.

sammykrupa · 01-10-2007, 10:32 AM

Update here.

Got the pictures from the tech support. Included is the report filed by the tech. The report says "LCDcracked"! Of course there was no actual physical damage shown in the photos. The report even shows that the Reader is out of warranty! The tech obviously has no idea what a Reader is, and thinks it has a broken LCD!

Looks like I am having the same problem as scotty!

Sam Krupa

Aerlock · 01-10-2007, 02:10 PM

Quote:

Originally Posted by sammykrupa

Update here.

Got the pictures from the tech support...

Would you mind posting them here I'm curious to see what happens when an e-ink screen goes bad. I'm relatively new to the e-ink world (My reader is less than a week old) but I've been following the tech for a while. I just haven't yet seen what a bad screen looks like.

Thanks

Aerlock

sammykrupa · 01-10-2007, 02:20 PM

Here you go.

Sam Krupa

db100 · 01-10-2007, 02:24 PM

No doubt SONY have the worst warrenty in the world. When plastic cover around left hinge of My TX850 laptop has a crack, I called SONY and they also told me it is "physical damage" and will not cover under warrenty. My laptop has only been used for about a month. Later on I google the web and found all TX-7xx, TX-8xx models will have this crack within first several months and there are tons of complains. Yes, it is physical damage, but due to poor quality and poor design. I suggest SONY use paper instead of plastic next time on their laptop, and deny any warrenty claim from your guys.

That day I made at least 10 phone calls to SONY, and finally reached the head at San Jose repair center. He agreed to fix it under warrenty. It is really a hassle to deal with SONY.

There's only one solution: fight back, and fight back hard.

Quote:

Originally Posted by sammykrupa

Update here.

Got the pictures from the tech support. Included is the report filed by the tech. The report says "LCDcracked"! Of course there was no actual physical damage shown in the photos. The report even shows that the Reader is out of warranty! The tech obviously has no idea what a Reader is, and thinks it has a broken LCD!

Looks like I am having the same problem as scotty!

Sam Krupa

Leaping Gnome · 01-10-2007, 02:28 PM

How long have you had the Reader sammy? If it's still in the warranty period I would definitely argue with them about it. If you go up through enough managers and feel like putting a couple of hours phone time in, you should get it covered.

sammykrupa · 01-10-2007, 02:44 PM

Only since October. I am fighting this one.

After reading other posts in this thread, I decided to post this to digg. I would appreciate it if you guys could give it your diggs!

http://digg.com/gadgets/BROKEN_Sony_...WALLED_by_Sony

scotty1024 · 01-10-2007, 03:50 PM

Ummmm the spontaneous failure I experienced is has some differences from the one shown in the pictures. The major difference is the diagonal lines radiating from a spot in the upper left of the panel. The panel appears physically damaged by a point source impact that created diagonal cracks in the panel.

Now all those horizontal effects, that is what I saw.

Did it have those diagonal effects when you shipped it to Sony?
Did you take pictures before you sent the unit to Sony?

01-09-2007, 06:49 PM	#1
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	Reader's Screen Went Crazy, Now Sony Wants $267.49 My Reader's screen was covered in black lines and was very dark a few days ago when I turned it on, so I called Sony to schedule a repair. Now they are saying that it is physical damage and want $267.49 to repair. I am requesting they send me a picture to see if it broke even more during shipment back. I hope this ends well Anyone else have this happen to them? Sam Krupa UPDATE: Now Sony is saying that it has been dropped. Looks like I am being stone-walled because they have a faulty product. UPDATE: Definitely a product flaw in the Reader, look at scotty's post below! UPDATE: Look below for pictures provided by Sony support. UPDATE: I am fighting this one. After reading other posts in this thread, I decided to post this to digg. I would appreciate it if you guys could give it your diggs! http://digg.com/gadgets/BROKEN_Sony_...WALLED_by_Sony Attached Thumbnails Last edited by sammykrupa; 01-10-2007 at 02:44 PM.

01-10-2007, 10:32 AM	#9
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	Got the pictures Update here. Got the pictures from the tech support. Included is the report filed by the tech. The report says "LCDcracked"! Of course there was no actual physical damage shown in the photos. The report even shows that the Reader is out of warranty! The tech obviously has no idea what a Reader is, and thinks it has a broken LCD! Looks like I am having the same problem as scotty! Sam Krupa

01-10-2007, 02:20 PM	#11
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	Pictures Here you go. Sam Krupa Attached Thumbnails

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01-09-2007, 07:06 PM	#2
lint Enthusiast Posts: 37 Karma: 76 Join Date: Oct 2006 Device: Sony Reader	did you try and just take it back to the store? If you got it at borders they should replace it no questions asked as long as you have the receipt. They did it for me... -lint

01-09-2007, 07:22 PM	#3
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	I did get it at a borders, I am calling them now! Thanks for the idea lint!

01-09-2007, 07:42 PM	#4
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	No go on that front (-:

01-10-2007, 01:13 AM	#5
scotty1024 Banned Posts: 1,300 Karma: 1479 Join Date: Jul 2006 Location: Peoples Republic of Washington Device: Reader / iPhone / Librie / Kindle	I had the exact same thing happen (in the first 2 hours) with the first unit I got. Nothing physical happened to the unit, she was reading her first ebook and it just died. Sony was so unprepared we were unable to get an exchange unit, we wound up returning it for credit to the Sony Online Store.

01-10-2007, 06:40 AM	#6
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	Wow. Sam Krupa

01-10-2007, 07:58 AM	#7
JimCuk Enthusiast Posts: 28 Karma: 18 Join Date: Dec 2006 Device: Prs-500	Sounds a bit harsh Sam, did you throw it at a wall? lol if you didnt do anything mad with it shouldnt it just be a warrenty job?

01-10-2007, 09:22 AM	#8
RWood Technogeezer Posts: 7,233 Karma: 1601464 Join Date: Nov 2006 Location: Virginia, USA Device: Sony PRS-500	From the other side of the coin, if the reports are true that the screen alone costs about $150, then the $267.49 is not an unreasonable estimate for repair if it was their fault that it broke. For a warrenty repair it is totally unresaonable.

01-10-2007, 02:28 PM	#13
Leaping Gnome Evangelist Posts: 490 Karma: 1641 Join Date: Oct 2006 Location: Louisville Device: Sony Reader PRS-500	How long have you had the Reader sammy? If it's still in the warranty period I would definitely argue with them about it. If you go up through enough managers and feel like putting a couple of hours phone time in, you should get it covered.

01-10-2007, 02:44 PM	#14
sammykrupa Reader of the Reader Posts: 103 Karma: 107 Join Date: Apr 2006 Device: Sony Reader PRS-500	Only since October. I am fighting this one. After reading other posts in this thread, I decided to post this to digg. I would appreciate it if you guys could give it your diggs! http://digg.com/gadgets/BROKEN_Sony_...WALLED_by_Sony

01-10-2007, 03:50 PM	#15
scotty1024 Banned Posts: 1,300 Karma: 1479 Join Date: Jul 2006 Location: Peoples Republic of Washington Device: Reader / iPhone / Librie / Kindle	Ummmm the spontaneous failure I experienced is has some differences from the one shown in the pictures. The major difference is the diagonal lines radiating from a spot in the upper left of the panel. The panel appears physically damaged by a point source impact that created diagonal cracks in the panel. Now all those horizontal effects, that is what I saw. Did it have those diagonal effects when you shipped it to Sony? Did you take pictures before you sent the unit to Sony?

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