WHSmith problems with purchased eBooks

TreeHugger · 09-30-2010, 04:21 AM

Hello Everyone!
I have just joined because I need some help. As I can see there are quite a few experienced eBookers on the forum.

I own a Sony PRS-300 Reader which I'm very happy with, and I have been buying approximately 15 books from WHSmith which are on the reader. Recently I have been having problems with my computer which were sorted by wiping the C drive and then re-installing everything. The only problem is that I now can no longer read the books I bought from WHSmith. While they still show as being on the reader, when I click on the book, it shows as 'Protected Page' and I cannot get into the book. I can also not download the books again as the WHSmith system seems to think that I now have a new computer.

I have contaced WHSmith's dedicated eBook service team who simply said that there was nothing they could do about it. I now have £80 worth of books on my reader which I can no longer read.

Incidentally, I had some Waterstones eBooks on this reader as well, and when I contacted them about the same problem, they refunded me the money for these books so that I can buy them again, but WHSmith won't budge.

Any suggestions what I can do? I would be really grateful if someone could point me in the right direction.

GeoffC · 09-30-2010, 04:55 AM

Welcome to mobileread ....

Sorry about your problem, have a look in the Sony Forum (link main forum page), and perhaps post there.

Surprised that WHSmith thinks you have a 'new computer' when any other piece of software would, normally, not do so unless you changed some hardware components. Wonder what WHS is looking at ? ADE of course ! (Thanks pdurrant)

If you have that much on your reader, if you can return them to the PC, then de-DRM them (unlock them) and transfer back....

[Try google search for solutions to remove DRM from your books - it's easier than it sounds

]

pdurrant · 09-30-2010, 05:02 AM

Quote:

Originally Posted by TreeHugger

Hello Everyone!
I have just joined because I need some help. As I can see there are quite a few experienced eBookers on the forum.

I own a Sony PRS-300 Reader which I'm very happy with, and I have been buying approximately 15 books from WHSmith which are on the reader. Recently I have been having problems with my computer which were sorted by wiping the C drive and then re-installing everything. The only problem is that I now can no longer read the books I bought from WHSmith. While they still show as being on the reader, when I click on the book, it shows as 'Protected Page' and I cannot get into the book. I can also not download the books again as the WHSmith system seems to think that I now have a new computer.

I have contaced WHSmith's dedicated eBook service team who simply said that there was nothing they could do about it. I now have £80 worth of books on my reader which I can no longer read.

Incidentally, I had some Waterstones eBooks on this reader as well, and when I contacted them about the same problem, they refunded me the money for these books so that I can buy them again, but WHSmith won't budge.

Any suggestions what I can do? I would be really grateful if someone could point me in the right direction.

It sounds like you never registered an Adobe ID. In which case, your books were linked to the particular installation on your computer, instead of to something you could reproduce (i.e. the id/password combination of an Adobe ID).

Since your computer has been wiped, you no longer have the codes needed to read the books, and because of that, you cannot now remove the DRM either. (Unless you have a backup of your old computer data somewhere?)

It seems to me that WH Smith are being a bit foolish in customer service and reputation terms. But I don't think there's anything you can do except avoid them in the future and tell other people about your experience.

Oh - and make sure you register an Adobe ID now, and I'd also advise stripping the DRM, just in case. After all, there's no guarantee that Adobe will continue to provide DRM servers in the future.

GeoffC · 09-30-2010, 05:03 AM

^^^^^^^^^^^^
A far more experienced user than I .... ignore my suggestions !

pdurrant · 09-30-2010, 05:04 AM

Quote:

Originally Posted by GeoffC

If you have that much on your reader, if you can return them to the PC, then de-DRM them (unlock them) and transfer back....

[Try google search for solutions to remove DRM from your books - it's easier than it sounds

]

Unfortunately not. None of the de-drm schemes actually crack the encryption. They just use the stored decryption keys to reproduce what happens when the book is read.

If the books can't be read on his computer, he can't de-drm them.

GeoffC · 09-30-2010, 05:05 AM

^^^^^
I gathered that from your previous post ....

ImogenRose · 09-30-2010, 09:11 AM

Hi and welcome to MR!

Imogen

Sandra Edwards · 09-30-2010, 05:30 PM

Welcome to MR! I do hope you get our dilemma straightened out.

Sandy

MickeyC · 09-30-2010, 07:30 PM

Hi TreeHugger and welcome to MobileRead

Valmore Daniels · 10-01-2010, 09:14 AM

welcome

I hope you get it worked out

happy_terd · 10-02-2010, 08:43 AM

Hello and welcome to MR!!!

TreeHugger · 10-02-2010, 10:16 AM

Thanks, Grasshopper, will look into your ideas!

09-30-2010, 04:21 AM	#1
TreeHugger Junior Member Posts: 2 Karma: 10 Join Date: Sep 2010 Device: SONY PRS-300	WHSmith problems with purchased eBooks Hello Everyone! I have just joined because I need some help. As I can see there are quite a few experienced eBookers on the forum. I own a Sony PRS-300 Reader which I'm very happy with, and I have been buying approximately 15 books from WHSmith which are on the reader. Recently I have been having problems with my computer which were sorted by wiping the C drive and then re-installing everything. The only problem is that I now can no longer read the books I bought from WHSmith. While they still show as being on the reader, when I click on the book, it shows as 'Protected Page' and I cannot get into the book. I can also not download the books again as the WHSmith system seems to think that I now have a new computer. I have contaced WHSmith's dedicated eBook service team who simply said that there was nothing they could do about it. I now have £80 worth of books on my reader which I can no longer read. Incidentally, I had some Waterstones eBooks on this reader as well, and when I contacted them about the same problem, they refunded me the money for these books so that I can buy them again, but WHSmith won't budge. Any suggestions what I can do? I would be really grateful if someone could point me in the right direction.

09-30-2010, 04:55 AM	#2
GeoffC Chocolate Grasshopper ... Posts: 27,600 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	Welcome to mobileread .... Sorry about your problem, have a look in the Sony Forum (link main forum page), and perhaps post there. Surprised that WHSmith thinks you have a 'new computer' when any other piece of software would, normally, not do so unless you changed some hardware components. Wonder what WHS is looking at ? ADE of course ! (Thanks pdurrant) If you have that much on your reader, if you can return them to the PC, then de-DRM them (unlock them) and transfer back.... [Try google search for solutions to remove DRM from your books - it's easier than it sounds ] Last edited by GeoffC; 09-30-2010 at 05:45 AM. Reason: Incorrect advice struck out ....

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09-30-2010, 05:03 AM	#4
GeoffC Chocolate Grasshopper ... Posts: 27,600 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	^^^^^^^^^^^^ A far more experienced user than I .... ignore my suggestions !

09-30-2010, 05:05 AM	#6
GeoffC Chocolate Grasshopper ... Posts: 27,600 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	^^^^^ I gathered that from your previous post ....

09-30-2010, 09:11 AM	#7
ImogenRose PORTAL Posts: 7,204 Karma: 2884640 Join Date: Apr 2010 Device: Kindle 1, Kindle 3 (3G), iPhone	Hi and welcome to MR! Imogen

09-30-2010, 05:30 PM	#8
Sandra Edwards Queen of Procrastination Posts: 1,884 Karma: 1802 Join Date: Jul 2010 Location: Nevada Device: K2, K3, Fire	Welcome to MR! I do hope you get our dilemma straightened out. Sandy

09-30-2010, 07:30 PM	#9
MickeyC Grand Sorcerer Posts: 16,732 Karma: 12185114 Join Date: Nov 2007 Location: Florida Device: iPhone 6 plus, Sony T1, iPad 3	Hi TreeHugger and welcome to MobileRead

10-01-2010, 09:14 AM	#10
Valmore Daniels Grand Sorcerer Posts: 6,592 Karma: 2822668 Join Date: Jul 2010 Device: Kindle	welcome I hope you get it worked out

10-02-2010, 08:43 AM	#11
happy_terd Banned Posts: 13,045 Karma: 10105011 Join Date: Jan 2010 Location: Finally made it to Walmart. Device: PRS 420	Hello and welcome to MR!!!

10-02-2010, 10:16 AM	#12
TreeHugger Junior Member Posts: 2 Karma: 10 Join Date: Sep 2010 Device: SONY PRS-300	Thanks, Grasshopper, will look into your ideas!

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