Email from Bookeen

Pegster · 12-16-2009, 03:46 PM

I really like the look of the Opus, so after reading about the freezing issue, decided to poke Bookeen a bit. Please see below for an email exchange with them. Has anyone purchased an Opus direct from Bookeen recently, and if so, have you had any problems?

-----------------------

Hello,

I am researching ebook readers, and I am very interested in your product, the Cybook Opus. From everything I have read so far, it is exactly the ebook reader I want... lightweight, has good onboard memory, reads adobe/adobe digital editions DRM, has slots for additional memory and folders for saving books in subjects. Unfortunately, my research has uncovered what apepars to be a problem with your product. The Opus is reported to have an error that causes it to lock up periodically, which requires a hard reset. This error seems to have been in existance for a while, and you have promised a firmware update to fix it. When is this firmware update going to be supplied? I am under the impression that such an update is very overdue.

I am extremely leery of purchasing an electronic item at a cost of £199 which has such an issue without knowing when it will be fixed. However, if the firmware update is going to be available within a reasonable and guaranteed timeframe, I would love to purchase one of your Cybook Opus ebook readers for Christmas.

I look forward to hearing from you.

Regards

Quote:

Please note that the problem you are referring to has indeed been identified and a solution has already been brought to the Opus that are currently sold. This issue should not appear on these devices.

Our technical team is currently working on a new firmware upgrade that will better the Cybook. They are doing all the tests previous to its release. We should then be able to release it by Christmas. We will advise you by email as soon as this upgrade is available.

Best regards,

Bookeen Support Team

And a further email from me:-

Just to clarify, are you saying that the Cybook Opus sold by yourselves at this moment does not have the freezing issue? Or it has the issue but the firmware upgrade to fix it will be out by Christmas?

and Bookeen's answer:-

Quote:

Yes, the Cybook we currently sell do not have the freezing issue. For the Cybook Opus that have been sold before this bug was detected, a solution will be brought thanks to the coming firmware upgrade that will be released before the end of the year.

EowynCarter · 12-16-2009, 04:05 PM

Quote:

that will be released before the end of the year.

Hopefully THAT is right one. Encouraging anyway. And at least someting new.

Wait and see.....

CyGuy · 12-16-2009, 04:48 PM

When they state "end of THE year", you might think that means this year. In Bookeen speak that could mean any year, next year, the one after that, the one after that. It will likely be released on some Monday in some year...

JSWolf · 12-16-2009, 04:51 PM

Pegster, supposedly Bookeen has fixed some of the problems with the Opus, but do they release the new formware for current customers? NO! The only way to get new firmware with any fixes/enhancements is to buy a new device. Do yourself a favor and star far away from Bookeen. You will thank me for this once you realize support is number 9999 on their list of 10000 things to do. And they are up to 52 as of now.

ProfJulie · 12-16-2009, 06:19 PM

I don't believe any of Bookeen's promises any more. If the Cybook doesn't work the way it should out of the box, don't count on a fix from Bookeen. And even if that particular problem has been fixed on the Cybooks that are being sold now, there's probably something else wrong with it that will be fixed by an upcoming firmware update that will never materialize.

My advice to anyone considering any of Bookeen's products is to steer clear of them. There are other devices that provide the same, if not better, functionality and that are supported by companies that do not throw around meaningless promises.

Eilishididn't · 12-16-2009, 06:26 PM

I agree, Bookeen stinks. My Cybook Gen 3 bit the dust 10 months into a 2 year 'no questions asked' warranty. Booken has sent me a refurb with shadows and lines, followed by an offer to replace it with an Opus which doesn't support secure Mobi (I bought the Cybook for that).

I've been without an ereader for 2 months now, neither Books on Board (where I bought the Cybook) or Bookeen replies to my emails other than to say check back after the Christmas rush. What I'm actually doing is researching a new reader, and possible ways to get my 600 mobi books on a different reader.

user_none · 12-16-2009, 08:39 PM

I have been waiting for the new firmware to fix my freezing issue for about a year now. 3 out of the 4 emails I've sent them on different topics have gone unanswered.

The bugs that greatly hinder the reading experience and lack of support from Bookeen prevents me from buying or recommending their devices. I will say that I like the hardware itself and would considering buying from other companies that sell branded Netronix devices.

Badandy · 12-16-2009, 09:20 PM

Quote:

Originally Posted by Pegster

I really like the look of the Opus, so after reading about the freezing issue, decided to poke Bookeen a bit. Please see below for an email exchange with them. Has anyone purchased an Opus direct from Bookeen recently, and if so, have you had any problems?

Do yourself a favor and stay FAR away from anything Bookeen sells. They're absolute incompetent.

EowynCarter · 12-17-2009, 02:50 AM

Oh come on, be positive people !

By the end of the year (someting presise) is still beter than soon (ie somewhere in the relativly near furut but we don't know when).

Snuffi · 12-17-2009, 03:09 AM

Quote:

Originally Posted by CyGuy

When they state "end of THE year", you might think that means this year. In Bookeen speak that could mean any year, next year, the one after that, the one after that. It will likely be released on some Monday in some year...

The end if the year (31th of December) isn't a Monday this year. I looked it up: In 2012 the end of the year is a Monday....

(wait a sec: the world will end in 2012 and the last day of 2012 is a Monday. So the world will end on a Monday. I should have known, I always hated Mondays

)

Truttebol · 12-17-2009, 04:16 AM

I'm sorry Pegster but the only thing I can advise you is to not buy a Bookeen device. There are many other devices that will fill your need so don't take a risk for 199 pounds with an Opus. It's too expensive for what you will be getting.
Bookeen has been promissing updates for months now and it would come "soon" or "in brief delays" or "very soon" but nothing has arrived yet and I for one do not believe them when they say "end of the year".

elmargol · 12-17-2009, 04:33 AM

Sounds to me like the freezing is a hardware issue

Any they try to find a software solution to fix it...

Thats the only way it makes sense not to release a fixed firmware if they allready ship new devices not affected.

HarryT · 12-17-2009, 04:36 AM

Sorry, but how can freezing be a "hardware issue"? It's clearly a software bug. It occurs when you do a page turn.

I would THOROUGHLY recommend the Opus. Excellent device, with perhaps the best ePub implementation currently available.

elmargol · 12-17-2009, 04:41 AM

If it is not a hardware issue. And they have a fix? Why don't they release a firmware update? Makes no sense. They claim to have SOLVED the problem... just makes no sense

pdurrant · 12-17-2009, 06:09 AM

It's obviously time for a new poll!

https://www.mobileread.com/forums/showthread.php?t=65840

12-17-2009, 02:50 AM	#9
EowynCarter Wizard Posts: 4,332 Karma: 4000000 Join Date: Oct 2008 Location: Paris Device: Cybooks; Sony PRS-T1	Oh come on, be positive people ! By the end of the year (someting presise) is still beter than soon (ie somewhere in the relativly near furut but we don't know when). Last edited by EowynCarter; 12-17-2009 at 03:00 AM.

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12-16-2009, 04:48 PM	#3
CyGuy Avid Reader Posts: 769 Karma: 7777778 Join Date: Aug 2009 Device: PocketBook 902, Galaxy Tab 2 7.0, ASUS TF700, and Cybook Gen III	When they state "end of THE year", you might think that means this year. In Bookeen speak that could mean any year, next year, the one after that, the one after that. It will likely be released on some Monday in some year...

12-16-2009, 04:51 PM	#4
JSWolf Resident Curmudgeon Posts: 73,945 Karma: 128903250 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Pegster, supposedly Bookeen has fixed some of the problems with the Opus, but do they release the new formware for current customers? NO! The only way to get new firmware with any fixes/enhancements is to buy a new device. Do yourself a favor and star far away from Bookeen. You will thank me for this once you realize support is number 9999 on their list of 10000 things to do. And they are up to 52 as of now.

12-16-2009, 06:19 PM	#5
ProfJulie Evangelist Posts: 423 Karma: 890 Join Date: Dec 2007 Location: USA Device: whatever	I don't believe any of Bookeen's promises any more. If the Cybook doesn't work the way it should out of the box, don't count on a fix from Bookeen. And even if that particular problem has been fixed on the Cybooks that are being sold now, there's probably something else wrong with it that will be fixed by an upcoming firmware update that will never materialize. My advice to anyone considering any of Bookeen's products is to steer clear of them. There are other devices that provide the same, if not better, functionality and that are supported by companies that do not throw around meaningless promises.

12-16-2009, 06:26 PM	#6
Eilishididn't Keep it simple Posts: 11 Karma: 578 Join Date: Dec 2009 Location: AZ but would rather move back to Denver. Device: iPhone, Nook, Kindle	I agree, Bookeen stinks. My Cybook Gen 3 bit the dust 10 months into a 2 year 'no questions asked' warranty. Booken has sent me a refurb with shadows and lines, followed by an offer to replace it with an Opus which doesn't support secure Mobi (I bought the Cybook for that). I've been without an ereader for 2 months now, neither Books on Board (where I bought the Cybook) or Bookeen replies to my emails other than to say check back after the Christmas rush. What I'm actually doing is researching a new reader, and possible ways to get my 600 mobi books on a different reader.

12-16-2009, 08:39 PM	#7
user_none Sigil & calibre developer Posts: 2,488 Karma: 1063785 Join Date: Jan 2009 Location: Florida, USA Device: Nook STR	I have been waiting for the new firmware to fix my freezing issue for about a year now. 3 out of the 4 emails I've sent them on different topics have gone unanswered. The bugs that greatly hinder the reading experience and lack of support from Bookeen prevents me from buying or recommending their devices. I will say that I like the hardware itself and would considering buying from other companies that sell branded Netronix devices.

12-17-2009, 04:16 AM	#11
Truttebol Book worm Posts: 31 Karma: 260 Join Date: Sep 2009 Location: Netherlands Device: Sony PRS-600, Cybook Gen3	I'm sorry Pegster but the only thing I can advise you is to not buy a Bookeen device. There are many other devices that will fill your need so don't take a risk for 199 pounds with an Opus. It's too expensive for what you will be getting. Bookeen has been promissing updates for months now and it would come "soon" or "in brief delays" or "very soon" but nothing has arrived yet and I for one do not believe them when they say "end of the year".

12-17-2009, 04:33 AM	#12
elmargol Enthusiast Posts: 30 Karma: 30 Join Date: Sep 2009 Device: Cybook Opus	Sounds to me like the freezing is a hardware issue Any they try to find a software solution to fix it... Thats the only way it makes sense not to release a fixed firmware if they allready ship new devices not affected.

12-17-2009, 04:36 AM	#13
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Sorry, but how can freezing be a "hardware issue"? It's clearly a software bug. It occurs when you do a page turn. I would THOROUGHLY recommend the Opus. Excellent device, with perhaps the best ePub implementation currently available.

12-17-2009, 04:41 AM	#14
elmargol Enthusiast Posts: 30 Karma: 30 Join Date: Sep 2009 Device: Cybook Opus	If it is not a hardware issue. And they have a fix? Why don't they release a firmware update? Makes no sense. They claim to have SOLVED the problem... just makes no sense

12-17-2009, 06:09 AM	#15
pdurrant The Grand Mouse 高貴的老鼠 Posts: 71,504 Karma: 306214458 Join Date: Jul 2007 Location: Norfolk, England Device: Kindle Voyage	It's obviously time for a new poll! https://www.mobileread.com/forums/showthread.php?t=65840

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