Broken display

David B · 01-14-2008, 03:55 PM

Hi,

This time I am done playing with my cybook, half of the screen went black. I tried to restart and reset but nothing improve. It's even worse since I took the picture, now the complete uper half is black.

I sent an email to booken, I hope I will get a replacement. I never drop it or anything. I read somewhere that this is not the first case like it, any feedback? Did you have it replaced?

Nate the great · 01-14-2008, 10:43 PM

It looks like the controller chip for the screen malfunctioned. You'll have to send the device in to be repaired or replaced.

HarryT · 01-15-2008, 02:38 AM

I agree with Nate - that definitely looks like a screen controller problem. As Nate says, you'll need to send it back for repair.

David B · 01-17-2008, 03:55 AM

Thanks for the feedback. I am still waiting for an answer from Bokeen.

Tulkas · 01-17-2008, 06:29 AM

I had a similar experience but the top half was all black ~ it was a return & replacement under warranty job ..

David B · 01-17-2008, 09:14 AM

Quote:

Originally Posted by Tulkas

I had a similar experience but the top half was all black ~ it was a return & replacement under warranty job ..

Well I would like this, if only they could answer my email. I was already addicted to the Mobipocket eNews subscription and I miss it badly

David B · 01-21-2008, 06:03 AM

It has been one week and still no news from Bookeen. A short message to inform me that my problem would be handdled as soon as possible would have been nice.
I am now very pissed off, this kind of behaviour is unacceptable from a company who sells such an expensive device.

Please, if somebody knows a phone number where I can join Bookeen directly...

tompe · 01-21-2008, 06:15 AM

Quote:

Originally Posted by David B

It has been one week and still no news from Bookeen. A short message to inform me that my problem would be handdled as soon as possible would have been nice.
I am now very pissed off, this kind of behaviour is unacceptable from a company who sells such an expensive device.

Please, if somebody knows a phone number where I can join Bookeen directly...

I would have waited two days then sent another letter asking for confirmation that the first letter had arrived and repeating the first letter. Letter can disappear in spam filter so it is good to confirm that that has not happened.

David B · 01-21-2008, 06:22 AM

Quote:

Originally Posted by tompe

I would have waited two days then sent another letter asking for confirmation that the first letter had arrived and repeating the first letter. Letter can disappear in spam filter so it is good to confirm that that has not happened.

Well I agree, emails are not the best way to support customers, so why don't they provide also phone number?

HarryT · 01-21-2008, 06:53 AM

It's very difficult for small companies like Bookeen to provide international support by phone. Can they assume that all their customers will speak French? If not, how many languages does the person who answers the phone have to speak? Dealing with e-mails is a lot more straightforward. Because e-mail is not 100% reliable, I too generally give it 24h and then re-send. I've always found Bookeen's support to be pretty good at answering - if you've waited a week with no reply, I think the most likely explanation is that your e-mail didn't reach them.

David B · 01-21-2008, 10:23 AM

Quote:

Originally Posted by HarryT

It's very difficult for small companies like Bookeen to provide international support by phone. Can they assume that all their customers will speak French? If not, how many languages does the person who answers the phone have to speak? Dealing with e-mails is a lot more straightforward. Because e-mail is not 100% reliable, I too generally give it 24h and then re-send. I've always found Bookeen's support to be pretty good at answering - if you've waited a week with no reply, I think the most likely explanation is that your e-mail didn't reach them.

I agree but still they are selling a 350€ device...

Well by the way it seems that you were right and they immediately answered today after I sent another email, so let say the first one is lost somewhere...

HarryT · 01-21-2008, 12:41 PM

That's good to hear. Hope you get it sorted out quickly.

IreneDelse · 01-21-2008, 03:16 PM

I think I have a similar problem. An hour ago, I disconnected my Cybook from my computer and went to power it down - bad surprise, the display was just a series of black and white squares! See the scan below...

So I tried reset and restart, but nothing works. After rebooting, the display
goes back to the squares again.

Anybody experienced something like this here?

mbovenka · 01-21-2008, 03:28 PM

Quote:

Originally Posted by IreneDelse

I think I have a similar problem. An hour ago, I disconnected my Cybook from my computer and went to power it down - bad surprise, the display was just a series of black and white squares! See the scan below...

So I tried reset and restart, but nothing works. After rebooting, the display
goes back to the squares again.

Anybody experienced something like this here?

Actually...yes. The exact same thing happened when I renamed the 'icudt36l.dat' file in de 'system' directory on the internal flash (don't ask. Insatiably curious :-)). You might want to see whether your internal flash is still readable and/or run fsck (Linux) or it's Windows equivalent (ScanDisk/chkdsk) on it.

Regards,

Marco.

IreneDelse · 01-21-2008, 03:37 PM

OK, I guess the problem comes from my tinkering with the ebook files in the file manager while the Cybook was plugged in the computer. But I never touched the system files.

New problem, now: I checked, and I can't read the internal flash drive on the computer anymore. The drive is detected but can't be mounted in Linux.

01-14-2008, 03:55 PM	#1
David B Member Posts: 22 Karma: 10 Join Date: Dec 2007 Location: Munich, Germany Device: Cybook GEN3	Broken display Hi, This time I am done playing with my cybook, half of the screen went black. I tried to restart and reset but nothing improve. It's even worse since I took the picture, now the complete uper half is black. I sent an email to booken, I hope I will get a replacement. I never drop it or anything. I read somewhere that this is not the first case like it, any feedback? Did you have it replaced? Attached Thumbnails

01-21-2008, 03:16 PM	#13
IreneDelse Groupie Posts: 154 Karma: 589 Join Date: Nov 2007 Location: Paris Device: Bookeen Cybook Gen3 & Opus	I think I have a similar problem. An hour ago, I disconnected my Cybook from my computer and went to power it down - bad surprise, the display was just a series of black and white squares! See the scan below... So I tried reset and restart, but nothing works. After rebooting, the display goes back to the squares again. Anybody experienced something like this here? Attached Thumbnails

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01-14-2008, 10:43 PM	#2
Nate the great Sir Penguin of Edinburgh Posts: 12,375 Karma: 23555235 Join Date: Apr 2007 Location: DC Metro area Device: Shake a stick plus 1	It looks like the controller chip for the screen malfunctioned. You'll have to send the device in to be repaired or replaced.

01-15-2008, 02:38 AM	#3
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	I agree with Nate - that definitely looks like a screen controller problem. As Nate says, you'll need to send it back for repair.

01-17-2008, 03:55 AM	#4
David B Member Posts: 22 Karma: 10 Join Date: Dec 2007 Location: Munich, Germany Device: Cybook GEN3	Thanks for the feedback. I am still waiting for an answer from Bokeen.

01-17-2008, 06:29 AM	#5
Tulkas Enthusiast Posts: 44 Karma: 10 Join Date: Jun 2007 Location: London, UK Device: iLiad, CyBook Gen3, iPod Touch, PB 360	I had a similar experience but the top half was all black ~ it was a return & replacement under warranty job ..

01-21-2008, 06:03 AM	#7
David B Member Posts: 22 Karma: 10 Join Date: Dec 2007 Location: Munich, Germany Device: Cybook GEN3	It has been one week and still no news from Bookeen. A short message to inform me that my problem would be handdled as soon as possible would have been nice. I am now very pissed off, this kind of behaviour is unacceptable from a company who sells such an expensive device. Please, if somebody knows a phone number where I can join Bookeen directly...

01-21-2008, 06:53 AM	#10
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	It's very difficult for small companies like Bookeen to provide international support by phone. Can they assume that all their customers will speak French? If not, how many languages does the person who answers the phone have to speak? Dealing with e-mails is a lot more straightforward. Because e-mail is not 100% reliable, I too generally give it 24h and then re-send. I've always found Bookeen's support to be pretty good at answering - if you've waited a week with no reply, I think the most likely explanation is that your e-mail didn't reach them.

01-21-2008, 12:41 PM	#12
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	That's good to hear. Hope you get it sorted out quickly.

01-21-2008, 03:37 PM	#15
IreneDelse Groupie Posts: 154 Karma: 589 Join Date: Nov 2007 Location: Paris Device: Bookeen Cybook Gen3 & Opus	OK, I guess the problem comes from my tinkering with the ebook files in the file manager while the Cybook was plugged in the computer. But I never touched the system files. New problem, now: I checked, and I can't read the internal flash drive on the computer anymore. The drive is detected but can't be mounted in Linux.

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