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Old 08-22-2006, 05:48 PM   #1
ali
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75 euro reinstall

This mail stands for itself:
Code:
Date: Tue, 22 Aug 2006 09:05:24 +0200
From: TechSupport <techsupport@irextechnologies.com>
To: <ali>
Subject: WG: Ticket number: 364

Dear Mr. <ali>, 
 
Probably some files have been damaged/removed, which prevents the iliad to
boot correctly. This is not covered within the warranty.

We can offer a reinstallation. The cost for reinstallation and transport
costs to pick up the iLiad and send him back is 75 euro. 

Would you please inform us, if you want your iLiad to be repaired?
 
Thanks in advance.
 

Kind regards
<some name>
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Old 08-22-2006, 06:27 PM   #2
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So if their iDS upgrade process eats my iLiad I'm not covered?

That doesn't sound too wonderful. We're beta testing their product, bad things can and likely will happen, and we get to pick up the bill?
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Old 08-22-2006, 07:26 PM   #3
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nice...
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Old 08-23-2006, 12:53 AM   #4
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Old 08-23-2006, 02:45 AM   #5
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same here. Files damaged (cause they let their applications obviously move files and write manifest.xml's everywhere in the Filesystem)= user fault = no warranty = 75 EUR

I want a way to flash that thing myself, or at least a serial console.
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Old 08-23-2006, 03:27 AM   #6
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If they do not provide protection for important system files, i bet, that this will have to be repaired within warranty terms.

Its not our fault, that they let all the applications run as root. Use different users (as mentioned by forum members before) and no harm could have been done.

Since reading files from the internal memory via browser is possible and a known issue, i dont think, they can deny warranty.
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Old 08-23-2006, 03:40 AM   #7
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Ouch. It's one thing if you f**k up your iliad by trying to implant a back door, but a bug in a documented feature (the directory listing) shouldn't be a reason to make you pay.

I would say it's warranty or, if this doesn't help, follow the gpl violation path. But this would mean that you won't see you iliad back very soon.

Last edited by Alexander Turcic; 11-19-2010 at 02:54 PM.
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Old 08-23-2006, 04:08 AM   #8
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I am not sure why they hesitate to release the sources as they should do and allow us to reflash the device ourselves. I don't buy this "we have to clean up the sources first" excuse that's been around for months.

But then again - 75 Euro isn't a bad extra income for them - it's a 10 percent extra in addition to the original purchase price.
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Old 08-23-2006, 05:13 AM   #9
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I agree, they can't deny warranty. Just put the thread in their forum, that will add some extra pressure and help them to rethink their policies.

This company really needs to learn a LOT ....
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Old 08-23-2006, 05:23 AM   #10
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ali had that idea already:
http://forum.irexnet.com/viewtopic.php?t=245
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Old 08-23-2006, 05:49 AM   #11
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Quote:
Originally Posted by b_k

Oooops Thanks, missed it.
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Old 08-23-2006, 08:10 AM   #12
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Is it just me or does Jan's response, read as extremely condescending, and downright rude?

Not to mention the fact that he's essentially saying "To buy you off and stop you complaining so publically, we will push your repair through quick".

--edit--

Sorry I couldn't resist responding to him, and pointing out an obvious flaw in his respose (at least to a novice like me) and call him on the buying you off point.

Last edited by Riocaz; 08-23-2006 at 08:24 AM.
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Old 08-23-2006, 08:28 AM   #13
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do you really think that will stop me from complaining, that a local flash update/overwrite (be it from a memory card, usb-stick or over ethernet) or a console of some kind (serial or ethernet), could have avoided all that?

For me this "one-time free rapair" reads like:
We repair it this time for free, so stop poking around in the innards of the system or the next time you will have to pay for sure.

I admit looking through the system files, with the content lister was neither clever nor "daily use". But I still keep my point, that this happened is a flaw in the software concept of the device (running everything as root ...).
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Old 08-23-2006, 08:34 AM   #14
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I avoid talking to their forum (for obvious reasons, I don't like their sometimes rude voice and I don't like being "accused" of things), so I quote employee Jan here again:

Quote:
Reading files with standard Linux tools will not harm the iLiad.
What are standard Linux tools? Tools like SSH?

Quote:
If you create "content" yourselves in order to hack the iLiad you are basicly not using the iLiad for the purpose it is designed for. In a normal user behavior this situation will not happen. That is why the service desk responded as they did.
Can anyone explain me "normal user behavior" and how using a built-in feature can be considered hacking?

Quote:
I can understand you want your iLiad repaired, but than face the consequences of your actions without pretending you "did not do anything abnormal" and sharing your frustration in many forums since we react as you could have expected.
Yes, dear customer, face the consequences and get rude remarks for your criminal actions.

Quote:
We will prepare a fix to the ContentLister to prevent these kind of "accidents" and will release this in the coming days for users to download.
Ahh, and suddenly here he talks about a software fix.
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Old 08-23-2006, 09:11 AM   #15
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I dont post here alot but I dont see Sony having an Development forum where you can communicate openly to engineers... maybe time to be a bit more positive and use this opportunity to work with them instead of against them, before they change their mind.

just my 2cents.
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