Help! Mysterious Broken Screen!! - Page 24

zed01 · 11-19-2008, 11:42 AM

after a 9 days silence I have received an answer from Bookeen. so seems they are back

dki · 11-20-2008, 06:35 PM

Quote:

Originally Posted by HarryT

If it's gone missing in the mail (and you can't blame Bookeen for that) can you not make a claim on the mail insurance? You did have insurance for mailing something that valuable, surely?

Yes, Harry, I do. Not a whole lot, as it's not all that valuable (IMHO). However, unfortunately THE THING is not lost - it's just Bookeen falling asleep for a week or two, while the mail piled up. I have a word for them (after 3 weeks), advising me that their technicians are hard at work at it... Must be painful.

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.

Scnaps · 12-04-2008, 08:01 AM

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?

HarryT · 12-04-2008, 08:05 AM

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

.

roncri · 12-04-2008, 11:27 AM

Welcome to the club of "Those who treated their CyBook with kid gloves and still had the screen crack".

Quote:

Originally Posted by Scnaps

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?

JSWolf · 12-04-2008, 11:50 AM

You have two choices. Pay to get it fixed or buy a different unit.

tompe · 12-04-2008, 12:26 PM

Quote:

Originally Posted by HarryT

Unfortunately this is not a warrenty repair. Bookeen will charge you €120 to fix it.

It is more correct to say that if you have not mistreated your Cybook then Bookeen is responsible for fixing it but they refuse to accept that you have not mistreated the device.

HarryT · 12-04-2008, 01:06 PM

Quote:

Originally Posted by tompe

It is more correct to say that if you have not mistreated your Cybook then Bookeen is responsible for fixing it but they refuse to accept that you have not mistreated the device.

Carrying it around in a jacket pocket (especially without the case), it would be extremely vulnerable, I would have thought. I don't think we need look for "mysterious" causes for that kind of breakage.

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.

tompe · 12-04-2008, 01:17 PM

Quote:

Originally Posted by HarryT

Carrying it around in a jacket pocket (especially without the case), it would be extremely vulnerable, I would have thought. I don't think we need look for "mysterious" causes for that kind of breakage.

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.

HarryT · 12-04-2008, 01:22 PM

Quote:

Originally Posted by tompe

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.

Certainly I'm not saying that - your own screen failure was covered by warranty, wasn't it? But yours was, I believe, a controller failure? It's rather more difficult to demonstrate how a physical fracture of the screen substrate, which is what we clearly have in this case, could result from anything other than a knock or some other force being applied to the machine.

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.

pilotbob · 12-04-2008, 02:28 PM

Quote:

Originally Posted by HarryT

Certainly I'm not saying that - your own screen failure was covered by warranty, wasn't it? But yours was, I believe, a controller failure? It's rather more difficult to demonstrate how a physical fracture of the screen substrate, which is what we clearly have in this case, could result from anything other than a knock or some other force being applied to the machine.

I recently bought new impact resistant windows for my home (I live in FL so Hurricanes are a big possibility)... they are guaranteed not to break... and are replaced for free if they break for ANY reason. Also there is insurance coverage if a thief gets in through one of the windows.

Perhaps CyBook should look at using a different piece of glass.

BOb

dki · 12-04-2008, 08:03 PM

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.

ErwinOtten · 12-05-2008, 03:03 AM

Quote:

Originally Posted by dki

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.

No then GM, Ford or Chrysler................ Let's see which of those you can still buy in a year from now.......

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....

HarryT · 12-05-2008, 04:50 AM

Quote:

Originally Posted by pilotbob

Perhaps CyBook should look at using a different piece of glass.

BOb

The screen (controller + substrate) is a single module supplied by Netronix. There is no other source for it, and hence no "different piece of glass" available, unfortunately!

Screens using a flexible plastic substrate should become available during 2009; these should, one would imagine, significantly reduce screen failures.

HappyMartin · 12-05-2008, 05:24 AM

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.

12-04-2008, 08:01 AM	#348
Scnaps Junior Member Posts: 1 Karma: 10 Join Date: Apr 2008 Location: Finland Device: Cybook gen3 (new edition)	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? Attached Thumbnails

12-04-2008, 08:03 PM	#357
dki Connoisseur Posts: 84 Karma: 1213350 Join Date: Sep 2008 Location: New Jersey, US Device: Dell Axim X5; RCA 1100; Augen The Book, PRS350x2, Sony T1, Kobo AuraHD	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.

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11-19-2008, 11:42 AM	#346
zed01 Junior Member Posts: 8 Karma: 10 Join Date: Oct 2008 Location: zürich, budapest Device: bookeen cybook gen3	after a 9 days silence I have received an answer from Bookeen. so seems they are back

12-04-2008, 08:05 AM	#349
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	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, 11:50 AM	#351
JSWolf Resident Curmudgeon Posts: 74,027 Karma: 129333114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	You have two choices. Pay to get it fixed or buy a different unit.

12-05-2008, 05:24 AM	#360
HappyMartin Martin Kristiansen Posts: 1,546 Karma: 8480958 Join Date: Aug 2007 Location: Johannesburg Device: Kindle International Ipad 2	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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