11-19-2008, 11:42 AM | #346 |
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after a 9 days silence I have received an answer from Bookeen. so seems they are back
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11-20-2008, 06:35 PM | #347 | |
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Quote:
I wonder how long does it take a French technician to figure out a thing like that... And how many French technicians are actually needed to do this. It should not be above 24 hours, or one workday, as this is really not a complicated thing - either a crack or a controller problem. However, considering the amount of holidays and vacations that French are absolutely obligated to take, I expect that I will not hear from them anytime soon. Anyhow, I believe that they have to either send it to an original manufacturer, or just make the answer up, they have no clue themselves. |
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12-04-2008, 08:01 AM | #348 |
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broken screen
Hello!
I bought my cybook at May this year. It worked just fine until yesterday evening when I tried to do little reading on a bus trip. The screen only displays boot image with black and white horizontal lines all over it. The device had been safe in my jacket´s breast pocket since the last use, so physical damage shouldn't be the cause. Any opinions? |
12-04-2008, 08:05 AM | #349 |
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A classic picture of a fractured screen substrate, I'm afraid - the thin glass layer under the plastic outer screen has physically broken. Could you perhaps have inadvertently put some sort of "twisting" force on the machine while it was in your jacket pocket?
Unfortunately this is not a warrenty repair. Bookeen will charge you €120 to fix it. Sorry . |
12-04-2008, 11:27 AM | #350 | |
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Welcome to the club of "Those who treated their CyBook with kid gloves and still had the screen crack".
Quote:
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12-04-2008, 11:50 AM | #351 |
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You have two choices. Pay to get it fixed or buy a different unit.
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12-04-2008, 12:26 PM | #352 |
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12-04-2008, 01:06 PM | #353 | |
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All eInk devices need to be treated with a certain degree of care, and all such devices have reports of broken screens; there's certainly no reason to suppose that the CyBook is any more or less prone to breakage than any other device. |
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12-04-2008, 01:17 PM | #354 |
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Sure. If you cause the harm yourself it is not a warranty repair. But you seemed to say that a broken screen never can be a warranty repair which is wrong. It annoys me when companies tries to pretend that certain problems is not covered.
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12-04-2008, 01:22 PM | #355 | |
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Bookeen have certainly demonstrated, in recent months, a willingness to replace screens under warranty where there is no evidence of damage caused by the user. |
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12-04-2008, 02:28 PM | #356 | |
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Perhaps CyBook should look at using a different piece of glass. BOb |
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12-04-2008, 08:03 PM | #357 |
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That is what I got from Bookeen:
"The team checked up your device. The display is indeed broken. This is due to a choc or a pressure applied on the left side of the device. As the broken parts are not covered by the warranty, we invite you to issue a 121.30€ payment (100€ for parts and labour + 21.30€ for shipment). Once you will fill the following form in, we will be able to send you back a replacement device." I really liked the "chock" part, I'm sure my Cybook was "chocked" to be left at the bedside table. Basically, the broken parts are not covered, unfortunately Bookeen is not willing to get into why's of the broken parts. I have emailed them asking for photos of the actual fracture they claim they can see, and/or some kind of analysis as to what could have caused the damage (and I mean really, not chock!!). Absolutely no response whatsoever, just your basic give me your $$$ and that's that. The French team is unable to submit any actual proof of the "chock" or pressure. In my opinion, Harry, they are certainly unwilling to present ANY evidence of the damage being caused by the owner whatsoever. None. Zero. The statement about team checking on my device IS NOT A PROOF. It's just a statement - and I say there was no damage - the device just failed for no reason. Here - there's your proof that they are wrong. Anyhow, since somebody else is risking this repair and shipment at their cost, this was paid for (against my advice, but I guess people have to experience the French way firsthand to believe it). For the past week - nothing. No confirmation, no proof of shipment. Total silence. Despite my emails. That is the way to treat a customer - I can only be truly grateful that it's not a French car, or I would be unable to commute to work, and would be unable to even estimate when I will be able to resume doing so. However, I truly cannot say I'm chocked. The new owner is, though, right off the bat. This is probably the last French item she'll purchase in a loooong time. Last edited by dki; 12-04-2008 at 08:09 PM. |
12-05-2008, 03:03 AM | #358 | |
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And NO I'm not French myself, and NO I don't own a French car, but I must admit that I used to own an old Peugeot 205 and that one was much more reliable than all the Opels my family ever owned.... |
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12-05-2008, 04:50 AM | #359 | |
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Screens using a flexible plastic substrate should become available during 2009; these should, one would imagine, significantly reduce screen failures. |
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12-05-2008, 05:24 AM | #360 |
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This thread is like a B monster movie. Just when you think it is finally dead it lurches back to sentience and lurches around the forum again. Reminds me of GM actually.
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Tags |
broken, cybook, screen |
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