Experience with Bookeen's Service

kaas · 06-18-2009, 06:39 AM

This Jannuary I bought my girlfriend a Cybook for her birthday. While she was very happy with it, it developed a few glitches like freezinhg every hour or so and a battery time of only 2-3 days. A short wile ago I sent the device in and Bookeen had a look.
They could not find the reason for the strange behaviour and decided to replace the whole device for a shiny new one. Now they are waiting to get some devices on stock again and will send me the new unit.

All in all a very positive experience with quick and good communication from bookeens side.

cheers,

kaas

doreenjoy · 06-18-2009, 02:02 PM

I'm glad you had such a good experience with them.

I sold my Cybook after having a terrible experience with their CS so I'm glad to hear it isn't universally bad.

netseeker · 06-18-2009, 07:21 PM

Wow, that was the first post about a positive experience with bookeens support i've read here.

tompe · 06-18-2009, 07:57 PM

Quote:

Originally Posted by netseeker

Wow, that was the first post about a positive experience with bookeens support i've read here.

Well to be fair I got good service when I had problems with simple for Bookeen well known solutions (replace my Cybook in one case and send me a new battery cover in the other case). I get the feeling that the bad support is for cases were they do not have previously used method for. In these cases they do not respond directly and it seems that increases the risk for them misplacing the email.

kaas · 06-19-2009, 05:51 AM

I am very happy if just a bit jealous

Especially since the new unit will be probably the faster one with 400MHz...

cheers,

kaas

GeoffC · 06-19-2009, 06:39 AM

Quote:

Originally Posted by netseeker

Wow, that was the first post about a positive experience with bookeens support i've read here.

To be fair also, they moved quickly enough for me when I yelled .....

Not to be totally positive, though, they seem selective as to which emails, of mine, they wish to answer.

Let's not forget it is a good device as it is - it does, for ME, what I want it to do .... (mostly :chortle

- I can live with its design characteristics .... yeh even a non-functioning delete button.

My only concern is availability of .prc books (see threads elsewhere on MR).

doreenjoy · 06-20-2009, 08:56 PM

Well, my problem was that when I placed my order, some components (charger, cover) were out of stock. they included a note with my device saying they'd send them as soon as they were in stock.

It took me eight months and many, many phone calls and e-mails to France to get the missing components.

I sold the device at a significant loss because I was so ticked off.

kaas · 07-25-2009, 07:22 PM

Seems all is not as rosy as hoped. Since I posted, I have (friendly) asked bookeens support three times as to when I could expect the replacement. Unluckily all my emails have been ignored...
I shall try via phone next week.

cheers,
kaas

emellaich · 07-25-2009, 11:06 PM

Quote:

Originally Posted by kaas

Seems all is not as rosy as hoped. Since I posted, I have (friendly) asked bookeens support three times as to when I could expect the replacement. Unluckily all my emails have been ignored...
I shall try via phone next week.

cheers,
kaas

Kaas, someone has noted before that Bookeen seems to get worse when they have a unique situation and don't know what to do. My guess, is that the issue is that they are still out of stock and can't send you a new one. They probably don't know exactly when the new ones will be back in stock.

bwaldron · 07-26-2009, 11:38 AM

Quote:

Originally Posted by emellaich

Kaas, someone has noted before that Bookeen seems to get worse when they have a unique situation and don't know what to do. My guess, is that the issue is that they are still out of stock and can't send you a new one. They probably don't know exactly when the new ones will be back in stock.

Then that is exactly what they should say.

It's not that difficult to respond quickly and appropriately to a customer.

kaas · 07-26-2009, 12:12 PM

Actually I do not mind the time - I do get a new reader in the end...
What I dislike is the lack of communication. No professional entity should neglect the impact of communication, be it positive or negative...

cheers,

kaas

AlexBell · 07-27-2009, 08:15 AM

Quote:

Originally Posted by kaas

Actually I do not mind the time - I do get a new reader in the end...
What I dislike is the lack of communication. No professional entity should neglect the impact of communication, be it positive or negative...

cheers,

kaas

I agree. I think I nagged them three times about the Cybook I sent in for repair six weeks ago before I got a reply, and there were a few more nags about my request to upgrade it. If they had answered the first email from me to say it had arrived and they'd do what they can it would have saved them the time it took to read (and ignore) the rest of my emails because I wouldn't have had to nag.

Regards, Alex

kaas · 08-05-2009, 04:57 AM

Just talked to a Bookeen representative and he told me that they are about to receive the new Cybooks Gen3 today and send out the replacement asap...

cheers,
kaas

AlexBell · 08-05-2009, 07:32 AM

Quote:

Originally Posted by kaas

Just talked to a Bookeen representative and he told me that they are about to receive the new Cybooks Gen3 today and send out the replacement asap...

cheers,
kaas

Thanks, Kaas. Please let us know when yours arrives.

djryan · 08-05-2009, 08:38 AM

Unfortunately I'm having the opposite problem. Everything was fine before I sent my book off. One reply first thing on the Monday after I reported my problem asking to take a photo. I did this, got an RMA number and sent my Cybook off to be mended. My tracking code said the parcel was delivered on Friday, but I've still got no response from Bookeen despite asking them to say it's there.

I'm hoping it's not lost somewhere in Paris.

06-18-2009, 06:39 AM	#1
kaas Muncher of ebooks Posts: 312 Karma: 6423 Join Date: Nov 2007 Location: Fürth, Germany Device: Pocketbook 360	Experience with Bookeen's Service - revised :( This Jannuary I bought my girlfriend a Cybook for her birthday. While she was very happy with it, it developed a few glitches like freezinhg every hour or so and a battery time of only 2-3 days. A short wile ago I sent the device in and Bookeen had a look. They could not find the reason for the strange behaviour and decided to replace the whole device for a shiny new one. Now they are waiting to get some devices on stock again and will send me the new unit. All in all a very positive experience with quick and good communication from bookeens side. cheers, kaas Last edited by kaas; 07-26-2009 at 09:34 AM.

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06-18-2009, 02:02 PM	#2
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	I'm glad you had such a good experience with them. I sold my Cybook after having a terrible experience with their CS so I'm glad to hear it isn't universally bad.

06-18-2009, 07:21 PM	#3
netseeker sleepless reader Posts: 4,763 Karma: 615547 Join Date: Jan 2008 Location: Germany, near Stuttgart Device: Sony PRS-505, PB 360° & 302, nook wi-fi, Kindle 3	Wow, that was the first post about a positive experience with bookeens support i've read here.

06-19-2009, 05:51 AM	#5
kaas Muncher of ebooks Posts: 312 Karma: 6423 Join Date: Nov 2007 Location: Fürth, Germany Device: Pocketbook 360	I am very happy if just a bit jealous Especially since the new unit will be probably the faster one with 400MHz... cheers, kaas

06-20-2009, 08:56 PM	#7
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	Well, my problem was that when I placed my order, some components (charger, cover) were out of stock. they included a note with my device saying they'd send them as soon as they were in stock. It took me eight months and many, many phone calls and e-mails to France to get the missing components. I sold the device at a significant loss because I was so ticked off.

07-25-2009, 07:22 PM	#8
kaas Muncher of ebooks Posts: 312 Karma: 6423 Join Date: Nov 2007 Location: Fürth, Germany Device: Pocketbook 360	Seems all is not as rosy as hoped. Since I posted, I have (friendly) asked bookeens support three times as to when I could expect the replacement. Unluckily all my emails have been ignored... I shall try via phone next week. cheers, kaas

07-26-2009, 12:12 PM	#11
kaas Muncher of ebooks Posts: 312 Karma: 6423 Join Date: Nov 2007 Location: Fürth, Germany Device: Pocketbook 360	Actually I do not mind the time - I do get a new reader in the end... What I dislike is the lack of communication. No professional entity should neglect the impact of communication, be it positive or negative... cheers, kaas

08-05-2009, 04:57 AM	#13
kaas Muncher of ebooks Posts: 312 Karma: 6423 Join Date: Nov 2007 Location: Fürth, Germany Device: Pocketbook 360	Just talked to a Bookeen representative and he told me that they are about to receive the new Cybooks Gen3 today and send out the replacement asap... cheers, kaas

08-05-2009, 08:38 AM	#15
djryan Junior Member Posts: 9 Karma: 10 Join Date: Aug 2009 Location: Cambridge, UK Device: Bookeen Cybook 3	Unfortunately I'm having the opposite problem. Everything was fine before I sent my book off. One reply first thing on the Monday after I reported my problem asking to take a photo. I did this, got an RMA number and sent my Cybook off to be mended. My tracking code said the parcel was delivered on Friday, but I've still got no response from Bookeen despite asking them to say it's there. I'm hoping it's not lost somewhere in Paris.

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