Sony Exchanged My Year Old PRS-505 - Awesome customer service!!

Lilly · 12-11-2008, 09:11 PM

I called for service because my volume button was loose and my battery was not holding charge (It would not last past 3 days even if I don't use it). My year long warranty was running out since I bought my reader on December 2, 2007 and received and registered it on December 6, 2007. I returned it on December 1, 2008 and today when I got home a brand new reader was waiting for me by my front door. Just authorized it an hour ago. I was charged $29 for labor and nothing else. So now a year later I have a new reader.

Seabound · 12-11-2008, 09:20 PM

Excellent!

astra · 12-12-2008, 07:09 AM

Wonderful news.
Enjoy!

dordale · 12-12-2008, 11:57 AM

Good news Lilly!! Enjoy your new reader!

dordale

lovebeta · 12-12-2008, 07:17 PM

What is the register thing? I don't think I have ever bothered to do so... Did they ask for a receipt to prove purchase date?

Lilly · 12-12-2008, 08:06 PM

Quote:

Originally Posted by lovebeta

What is the register thing? I don't think I have ever bothered to do so... Did they ask for a receipt to prove purchase date?

You have to register through the Sony Ebook Library software. Yes, they asked for a receipt.

cjp · 12-13-2008, 03:29 PM

Quote:

Originally Posted by Lilly

You have to register through the Sony Ebook Library software. Yes, they asked for a receipt.

Do you think Sony would still honor it if it were purchased at B&H, or would you have had to purchase it through the Sony store?

MickeyC · 12-14-2008, 07:47 AM

I just had a good experience with Sony Customer Support as well. My eBook Library suddenly stopped opening the Sony eBook Store. I called Customer Support and got somebody in El Salvador who tried to figure it out but couldn't. So he directed me to call Sony Support Level Two and gave me a case number.

I called Level Two and got some friendly and very tenacious technician who tried several things that didn't work. Eventually, I let him take control of my laptop and he worked hard to find the problem. Turned out to be the proxy setting in Internet Explorer. That did the trick. Throughout the whole time he was friendly and helpful

Lilly · 12-14-2008, 09:02 PM

Quote:

Originally Posted by cjp

Do you think Sony would still honor it if it were purchased at B&H, or would you have had to purchase it through the Sony store?

They should; I did not purchase my reader from Sony, I purchased it off the internet from Abt Electronics. I only had my web receipt; which I printed out and sent with my reader.

MomAndrea · 12-17-2008, 09:23 PM

I also recently had excellent customer service from Sony Canada. They replaced my broken screen under warrantee. I was thrilled.

garygibsonsf · 12-20-2008, 07:56 AM

But what if you buy from somewhere like B&H, but live outside the States/don't have an address in the US or Canada? Would they accept the warranty under such circumstances?

Lilly · 12-20-2008, 03:34 PM

Quote:

Originally Posted by garygibsonsf

But what if you buy from somewhere like B&H, but live outside the States/don't have an address in the US or Canada? Would they accept the warranty under such circumstances?

You have to call and ask them that because I paid out of pocket to return it but they paid to send it back to me. I guess the only major problem you would have is with them sending back the reader to you outside of the US. Tell them you bought the reader from the US and now they have that they are being sold in Europe, is it possible to get warranty service for your US bought reader.

garygibsonsf · 12-20-2008, 10:45 PM

Quote:

Originally Posted by Lilly

You have to call and ask them that because I paid out of pocket to return it but they paid to send it back to me. I guess the only major problem you would have is with them sending back the reader to you outside of the US. Tell them you bought the reader from the US and now they have that they are being sold in Europe, is it possible to get warranty service for your US bought reader.

Hopefully I'd never need to (once I've bought myself a new reader), but your suggestion is a good one. I'd alter it slightly and say I either bought it while passing through the States (the argument I bought it before it was available in the UK wouldn't work since they'd want a copy of the receipt, and that would show the date as after the Sony's release in the States), or that someone bought me one as a present there and brought it back. But yes, that's probably the way to go. Thanks.

Pangolyn · 05-06-2009, 12:22 PM

I didn't see your story earlier and thought I was the only one with a good experience. They exchanged my broken PRS700 for $29 also.

antistar · 05-06-2009, 11:17 PM

same experience

last year my prs-500 was dead when it had only two weeks or so warranty left. (I suspect it died from dropping, but I am not sure)
Anyway I sent my reader back and fished out my credit card statement in my mailbox from a year ago, printed it out and enclosed it. (it's in Chinese, by the way, but it did have "Borders" and $324 something on it, so I guess the guys got the point XD) About two weeks later I got a new reader back (paid $29 too, and it's reburbished) but I was still happy. I've hacked it into displaying Chinese since and loved it even better

12-11-2008, 09:11 PM	#1
Lilly Guru Posts: 688 Karma: 2090 Join Date: Dec 2007 Device: Sony PRS-505, PRS-900 & PRS-950, Amazon Kindle2	Sony Exchanged My Year Old PRS-505 - Awesome customer service!! I called for service because my volume button was loose and my battery was not holding charge (It would not last past 3 days even if I don't use it). My year long warranty was running out since I bought my reader on December 2, 2007 and received and registered it on December 6, 2007. I returned it on December 1, 2008 and today when I got home a brand new reader was waiting for me by my front door. Just authorized it an hour ago. I was charged $29 for labor and nothing else. So now a year later I have a new reader.

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12-11-2008, 09:20 PM	#2
Seabound Steerage Class Posts: 711 Karma: 505995 Join Date: Mar 2008 Location: Pacific Northwest, USA Device: Won't fit here anymore, see sig for a list of liseuses.	Excellent!

12-12-2008, 07:09 AM	#3
astra The Introvert Posts: 8,307 Karma: 1000077497 Join Date: Jan 2007 Location: United Kingdom Device: Sony Reader PRS-650 & 505 & 500	Wonderful news. Enjoy!

12-12-2008, 11:57 AM	#4
dordale Wizard Posts: 1,731 Karma: 3472866 Join Date: Apr 2008 Device: Sony PRS-650 & 350; Kindle Voyage; Kobo Aura HD, Aura One, and Forma	Good news Lilly!! Enjoy your new reader! dordale

12-12-2008, 07:17 PM	#5
lovebeta Groupie Posts: 176 Karma: 406 Join Date: Jan 2008 Device: Amazon Kindle 2, Amazon Kindle, Sony PRS-505	What is the register thing? I don't think I have ever bothered to do so... Did they ask for a receipt to prove purchase date?

12-14-2008, 07:47 AM	#8
MickeyC Grand Sorcerer Posts: 16,732 Karma: 12185114 Join Date: Nov 2007 Location: Florida Device: iPhone 6 plus, Sony T1, iPad 3	I just had a good experience with Sony Customer Support as well. My eBook Library suddenly stopped opening the Sony eBook Store. I called Customer Support and got somebody in El Salvador who tried to figure it out but couldn't. So he directed me to call Sony Support Level Two and gave me a case number. I called Level Two and got some friendly and very tenacious technician who tried several things that didn't work. Eventually, I let him take control of my laptop and he worked hard to find the problem. Turned out to be the proxy setting in Internet Explorer. That did the trick. Throughout the whole time he was friendly and helpful

12-17-2008, 09:23 PM	#10
MomAndrea Member Posts: 13 Karma: 10 Join Date: Dec 2007 Location: Canada Device: iPad (my PRS-505 died)	I also recently had excellent customer service from Sony Canada. They replaced my broken screen under warrantee. I was thrilled.

12-20-2008, 07:56 AM	#11
garygibsonsf Addict Posts: 321 Karma: 432192 Join Date: Dec 2007 Location: Glasgow, Scotland Device: Amazon Kindle Paperwhite	But what if you buy from somewhere like B&H, but live outside the States/don't have an address in the US or Canada? Would they accept the warranty under such circumstances?

05-06-2009, 12:22 PM	#14
Pangolyn Enthusiast Posts: 38 Karma: 10 Join Date: May 2009 Device: PRS700	I didn't see your story earlier and thought I was the only one with a good experience. They exchanged my broken PRS700 for $29 also.

05-06-2009, 11:17 PM	#15
antistar Connoisseur Posts: 84 Karma: 32758 Join Date: Aug 2007 Location: Taiwan Device: PRS-500, dr800sg, prs-950, MS SP3, Boox i86ML, Sony Z3TC, KV, Sony RP1	same experience last year my prs-500 was dead when it had only two weeks or so warranty left. (I suspect it died from dropping, but I am not sure) Anyway I sent my reader back and fished out my credit card statement in my mailbox from a year ago, printed it out and enclosed it. (it's in Chinese, by the way, but it did have "Borders" and $324 something on it, so I guess the guys got the point XD) About two weeks later I got a new reader back (paid $29 too, and it's reburbished) but I was still happy. I've hacked it into displaying Chinese since and loved it even better

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