Sony offers to re-upgrade PRS-500s with battery issues...

pilotbob · 03-18-2010, 10:55 AM

Mobileread member kilohertz53 reports that sony sent him the following email offering to fix the battery life issues on his upgraded Sony PRS-500 for free again and they pay shipping. Here is the letter he received:

Dear PRS-500 Reader(TM) Owner,

Thank you for allowing us to update your Reader to be compatible with our new and improved Reader(TM) Store. As a result of this update, you may have experienced diminished battery life with your PRS-500. This was an unintended side effect. Part of the benefit of using a device like the Reader is the superior battery life and we would like to ensure that you continue to enjoy this key advantage. To this end, we have developed new firmware that will resolve the issue. Unfortunately, this will require you to send your Reader back to us again. We realize this may pose another inconvenience for you but we hope you will accept our sincerest apologies and allow us to repair your Reader.

What do I need to do?

Due to the nature of the work required, you will need to send your PRS-500 Reader back to the Sony Service Center. We have already taken steps to send a pre-paid box to you in which you can pack your Reader with as little hassle as possible. Sony will pay the postage and have your Reader back to you promptly.

If you do not receive a box, have changed your mailing address or have any questions please call: 1-877-552-7669 or visit https://eservice.sony.com/webrma/web...0&purchaseDate to print a pre-paid UPS label to mail back your Reader in your own packaging.

Please keep in mind this issue only affects PRS-500 units that have previously been updated by Sony. We apologize once again and will include a $10 coupon for the Reader Store when we send your Reader back to you.

Sincerely,
The Reader Team

I'm not sure what more you could ask for... other than the original fix not having the problem of course.

BOb

seveng · 03-18-2010, 11:45 AM

I got that this morning too, and Sony taking care of my aging old 500 has me seriously debating the 900 vs the Nook.

iacchi · 03-18-2010, 12:29 PM

shit, for me this means double shipment payment from and to Italy, again.
I think I'll stick with the battery issue (that I have, even with the reader switched off) because an other firmware upgrade would cost too much

Logseman · 03-18-2010, 12:37 PM

Quote:

Originally Posted by iacchi

shit, for me this means double shipment payment from and to Italy, again.
I think I'll stick with the battery issue (that I have, even with the reader switched off) because an other firmware upgrade would cost too much

Doesn't this apply to Italy?

Quote:

Sony will pay the postage and have your Reader back to you promptly

iacchi · 03-18-2010, 12:40 PM

yes - if you're inside US I believe. That's usually implicit, since the PRS-500 has always been sold only in the US. (just like previous buggy firmware upgrade)

therealcmj · 03-18-2010, 12:59 PM

got it this AM too. One week without each of the readers is a bummer, but definitely worth getting the fix. And like seveng, Sony's care for me as a customer (and early adopter) is encouraging me to take a look at the new readers.

even though the iPad looks so shiny.

TheMooch · 03-18-2010, 01:31 PM

Awesome. I'll gladly ship mine back for the fix. I had thought it had reached the end of it's usable life. I never thought the upgrade would have caused the issue. Good to see Sony taking proactive steps!

TheMooch · 03-18-2010, 03:21 PM

To make things even better I just got the UPS notification of the shipping box. I checked the tracking number and found out that it's on the truck for delivery today! Now THAT'S what I call planning. Nice job Sony.

JSWolf · 03-18-2010, 03:56 PM

I have the box. Got it today.

Snassek · 03-18-2010, 04:20 PM

Are they sending the email to all who upgraded their PRS-500 or only those that complained?

addepalli1 · 03-18-2010, 04:27 PM

To all that upgraded

moosejons_dad · 03-18-2010, 04:41 PM

Amazing in that UPS just delivered a box to replace my 500 even though they just sent me a replacement 600 for the 500. Go figure.

TonyTerra · 03-18-2010, 06:01 PM

I also recieved the upgrade repair offer from Sony Canada,this appears to be applicable to all of North America. According to Sony this model was only available here so I would think if you have one outside of North America you would need someone to act as an agent for you or aquire a P.O.Box over here.

fugazied · 03-18-2010, 06:11 PM

Quote:

Originally Posted by therealcmj

got it this AM too. One week without each of the readers is a bummer, but definitely worth getting the fix. And like seveng, Sony's care for me as a customer (and early adopter) is encouraging me to take a look at the new readers.

even though the iPad looks so shiny.

It is pretty high level customer service from Sony, I'm impressed. It might cost them a few million but it makes their customers very loyal and picks up new customers.

Just on the iPad.. It has a service where you send it away to get the battery replaced and they just ship you a new/refurbished unit instead. I think it's like $80 I believe, but when the battery goes you get a new iPad!

TheMooch · 03-18-2010, 07:44 PM

Got my 10x10x10 box stacked with nothing but bubble wrap and a shipping label. It's already loaded and on its way back to Texas. I'll let you know when it's on it's way back. Not bad considering the email about the fix arrived this morning! WooHoo!

03-18-2010, 10:55 AM	#1
pilotbob Grand Sorcerer Posts: 19,832 Karma: 11844413 Join Date: Jan 2007 Location: Tampa, FL USA Device: Kindle Touch	Sony offers to re-upgrade PRS-500s with battery issues... Mobileread member kilohertz53 reports that sony sent him the following email offering to fix the battery life issues on his upgraded Sony PRS-500 for free again and they pay shipping. Here is the letter he received: Dear PRS-500 Reader(TM) Owner, Thank you for allowing us to update your Reader to be compatible with our new and improved Reader(TM) Store. As a result of this update, you may have experienced diminished battery life with your PRS-500. This was an unintended side effect. Part of the benefit of using a device like the Reader is the superior battery life and we would like to ensure that you continue to enjoy this key advantage. To this end, we have developed new firmware that will resolve the issue. Unfortunately, this will require you to send your Reader back to us again. We realize this may pose another inconvenience for you but we hope you will accept our sincerest apologies and allow us to repair your Reader. What do I need to do? Due to the nature of the work required, you will need to send your PRS-500 Reader back to the Sony Service Center. We have already taken steps to send a pre-paid box to you in which you can pack your Reader with as little hassle as possible. Sony will pay the postage and have your Reader back to you promptly. If you do not receive a box, have changed your mailing address or have any questions please call: 1-877-552-7669 or visit https://eservice.sony.com/webrma/web...0&purchaseDate to print a pre-paid UPS label to mail back your Reader in your own packaging. Please keep in mind this issue only affects PRS-500 units that have previously been updated by Sony. We apologize once again and will include a $10 coupon for the Reader Store when we send your Reader back to you. Sincerely, The Reader Team I'm not sure what more you could ask for... other than the original fix not having the problem of course. BOb Last edited by pilotbob; 03-18-2010 at 11:00 AM.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
PRS-500 Battery Life After Epub Upgrade	Brandon202000	Sony Reader	19	03-23-2010 10:54 PM
Poll: Sony Reader PRS-505 upgrade to Sony PRS-700	Kris777	Sony Reader	70	02-18-2009 06:34 PM
Please don't let our PRS-500s get torched.	flamaest	Sony Reader	4	08-14-2008 07:07 AM
Ended Sony Reader PRS-500s: - SOLD!	Dr. Drib	Flea Market	9	05-02-2008 10:47 PM
Sony issues global Li-Ion battery recall - are you not afraid?	doctorow	Sony Reader	7	09-29-2006 12:04 PM

03-18-2010, 11:45 AM	#2
seveng Member Posts: 24 Karma: 10 Join Date: Jul 2007 Location: Denver, CO Device: Sony PRS-500, Palm Pre	I got that this morning too, and Sony taking care of my aging old 500 has me seriously debating the 900 vs the Nook.

03-18-2010, 12:29 PM	#3
iacchi Zealot Posts: 122 Karma: 66 Join Date: Jul 2007 Location: Melbourne Device: PRS-500; Boox C67ML; Boox Max	shit, for me this means double shipment payment from and to Italy, again. I think I'll stick with the battery issue (that I have, even with the reader switched off) because an other firmware upgrade would cost too much

03-18-2010, 12:40 PM	#5
iacchi Zealot Posts: 122 Karma: 66 Join Date: Jul 2007 Location: Melbourne Device: PRS-500; Boox C67ML; Boox Max	yes - if you're inside US I believe. That's usually implicit, since the PRS-500 has always been sold only in the US. (just like previous buggy firmware upgrade)

03-18-2010, 12:59 PM	#6
therealcmj Junior Member Posts: 6 Karma: 10 Join Date: Aug 2008 Device: prs-500	got it this AM too. One week without each of the readers is a bummer, but definitely worth getting the fix. And like seveng, Sony's care for me as a customer (and early adopter) is encouraging me to take a look at the new readers. even though the iPad looks so shiny.

03-18-2010, 01:31 PM	#7
TheMooch Member Retired Posts: 102 Karma: 226 Join Date: Jan 2007 Location: San Jose, CA Device: PRS-500 Sony eReader	Awesome. I'll gladly ship mine back for the fix. I had thought it had reached the end of it's usable life. I never thought the upgrade would have caused the issue. Good to see Sony taking proactive steps!

03-18-2010, 03:21 PM	#8
TheMooch Member Retired Posts: 102 Karma: 226 Join Date: Jan 2007 Location: San Jose, CA Device: PRS-500 Sony eReader	To make things even better I just got the UPS notification of the shipping box. I checked the tracking number and found out that it's on the truck for delivery today! Now THAT'S what I call planning. Nice job Sony.

03-18-2010, 03:56 PM	#9
JSWolf Resident Curmudgeon Posts: 73,887 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I have the box. Got it today.

03-18-2010, 04:20 PM	#10
Snassek Connoisseur Posts: 58 Karma: 61 Join Date: Dec 2006 Location: Covington, KY US Device: Sony eReader	Are they sending the email to all who upgraded their PRS-500 or only those that complained?

03-18-2010, 04:27 PM	#11
addepalli1 Member Posts: 21 Karma: 10 Join Date: Sep 2007 Device: SONY READER PRS 500, Kindle DX	To all that upgraded

03-18-2010, 04:41 PM	#12
moosejons_dad Zealot Posts: 100 Karma: 18 Join Date: Oct 2006 Location: N.J. Device: Sony Readers PRS-500 exchanged by Sony for PRS-600, PRS-505,IPAD3,mini	Amazing in that UPS just delivered a box to replace my 500 even though they just sent me a replacement 600 for the 500. Go figure.

Advert

Advert

03-18-2010, 06:01 PM	#13
TonyTerra Member Posts: 20 Karma: 10 Join Date: Jan 2010 Location: Ontario,Canada Device: Sony PRS500,Sony PRS505 & Viewsonic VEB612,Apple 64GB ipad,Sony PRS950	I also recieved the upgrade repair offer from Sony Canada,this appears to be applicable to all of North America. According to Sony this model was only available here so I would think if you have one outside of North America you would need someone to act as an agent for you or aquire a P.O.Box over here.

03-18-2010, 07:44 PM	#15
TheMooch Member Retired Posts: 102 Karma: 226 Join Date: Jan 2007 Location: San Jose, CA Device: PRS-500 Sony eReader	Got my 10x10x10 box stacked with nothing but bubble wrap and a shipping label. It's already loaded and on its way back to Texas. I'll let you know when it's on it's way back. Not bad considering the email about the fix arrived this morning! WooHoo!