sony e-book shop has a bad customer service

joblack · 06-04-2008, 10:32 AM

I bought two e-books .. one was downloading fine. The other got this mysterious 007 error message.

I wrote a bug report last week. Haven't heard from them since.

(Btw. I tried all the solution suggestions here in the forum.)

In my opinion it's NOT a good idea to buy books from this shop. If something fails nobody cares and your money is gone.

Despite that there are no more updates for the Sony Reader 500er Edition. And the machine is still crashing occasionally with ebooks which have more pages.

I'm very dissappointed with sony - they won't see any more money from my wallet ...

In the future I will spend my money on iLiad content.

JSWolf · 06-04-2008, 11:28 AM

Have you tried calling support? I've done so with no problem at all.

Mr. Goodbar · 06-04-2008, 11:29 AM

How did you contact them? I sent them an email to the address that comes up through the help section of the store and had a response within an hour and a resolution within a couple of hours. This was just last week. You may not want to list something as a bug report when you don't know what actually caused the issue. This could potentially cause the ticket to be misrouted.

JSWolf · 06-04-2008, 11:33 AM

Good point. Maybe the email went to the wrong place.

AnemicOak · 06-04-2008, 12:22 PM

Quote:

Originally Posted by JSWolf

Good point. Maybe the email went to the wrong place.

Or the reply was caught by a Spam filter.

I've emailed them a couple times & always gotten a response within a day or two.

JanetCinNC · 06-04-2008, 12:49 PM

Also, have you just tried looking in your account through the Sony software? There is a section in there where you can look at your purchased books and re-download any or all of them. I had a book fail during download while purchasing it, and I was able to try again through my account. It downloaded successfully the second time. I don't remember the error number I saw when mine failed, so hopefully you'll find your book in your list, too.

Forgive me for repeating advice if this was one of the suggestions you already tried.

joblack · 06-04-2008, 05:49 PM

Quote:

Originally Posted by Mr. Goodbar

How did you contact them? I sent them an email to the address that comes up through the help section of the store and had a response within an hour and a resolution within a couple of hours. This was just last week.

I used the sheet for that.

Where can I call them? Haven't seen a phone number on the page. I also have to call from Europe - we'll see if they respond to that =).

joblack · 06-04-2008, 05:52 PM

Quote:

Originally Posted by JanetCinNC

Also, have you just tried looking in your account through the Sony software? There is a section in there where you can look at your purchased books and re-download any or all of them.

Forgive me for repeating advice if this was one of the suggestions you already tried.

Yeah sure it's in there. I've deinstalled the complete software, I've de-authorized the PC. I've rebooted, installed it back and tried downloading again. Same error message (the first book works fine .. thou).

Gravitas · 06-05-2008, 08:13 AM

I had a problem with the sony book store a few months ago.

I'm in the UK. So I emailed support with my problem (I had a bunch of books in my cart but no BUY button) before I went to bed.

I had a response from them next morning seeking clarification, problem was solved that night.

Couldn't fault them.

I've now spent about $250 on books from the Sony Store (including my free $50) - yes the interface is a tad clunky, but honestly, I can find the books I'm after, I've swapped PCs, re-installed PCs, authorized and de-authorised (one time with support help, again via email, as I'd re-installed a PC without de-authorzing it first

) and re-downloaded them all a few times and as far as I'm concerend the Sony Ebook Store / Connect / library whatever it's called pretty much does what's it's supposed to.

So, getting back to the original post - I'd email support telling them exactly what's happening - they may come back and ask if they can login to your account (they did for me) and I'm sure they'll sort it.

06-04-2008, 10:32 AM	#1
joblack Wizard Posts: 1,745 Karma: 4382514 Join Date: Jul 2006 Location: Somewhere on earth Device: Onyx Boox Tab X	sony e-book shop has a bad customer service I bought two e-books .. one was downloading fine. The other got this mysterious 007 error message. I wrote a bug report last week. Haven't heard from them since. (Btw. I tried all the solution suggestions here in the forum.) In my opinion it's NOT a good idea to buy books from this shop. If something fails nobody cares and your money is gone. Despite that there are no more updates for the Sony Reader 500er Edition. And the machine is still crashing occasionally with ebooks which have more pages. I'm very dissappointed with sony - they won't see any more money from my wallet ... In the future I will spend my money on iLiad content. Last edited by joblack; 06-04-2008 at 10:34 AM.

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06-04-2008, 11:28 AM	#2
JSWolf Resident Curmudgeon Posts: 73,841 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Have you tried calling support? I've done so with no problem at all.

06-04-2008, 11:29 AM	#3
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	How did you contact them? I sent them an email to the address that comes up through the help section of the store and had a response within an hour and a resolution within a couple of hours. This was just last week. You may not want to list something as a bug report when you don't know what actually caused the issue. This could potentially cause the ticket to be misrouted.

06-04-2008, 11:33 AM	#4
JSWolf Resident Curmudgeon Posts: 73,841 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Good point. Maybe the email went to the wrong place.

06-04-2008, 12:49 PM	#6
JanetCinNC Groupie Posts: 176 Karma: 256928 Join Date: Feb 2008 Device: Sony 650 in red, Sony PRS-600 in red, Sony PRS-505 in red, iPad 2	Also, have you just tried looking in your account through the Sony software? There is a section in there where you can look at your purchased books and re-download any or all of them. I had a book fail during download while purchasing it, and I was able to try again through my account. It downloaded successfully the second time. I don't remember the error number I saw when mine failed, so hopefully you'll find your book in your list, too. Forgive me for repeating advice if this was one of the suggestions you already tried.

06-05-2008, 08:13 AM	#9
Gravitas Muppet Posts: 123 Karma: 107 Join Date: Apr 2007 Location: Nottingham, England, UK Device: Zen Vision :M / Nokia 5800 musicXpress / Sony PRS500	I had a problem with the sony book store a few months ago. I'm in the UK. So I emailed support with my problem (I had a bunch of books in my cart but no BUY button) before I went to bed. I had a response from them next morning seeking clarification, problem was solved that night. Couldn't fault them. I've now spent about $250 on books from the Sony Store (including my free $50) - yes the interface is a tad clunky, but honestly, I can find the books I'm after, I've swapped PCs, re-installed PCs, authorized and de-authorised (one time with support help, again via email, as I'd re-installed a PC without de-authorzing it first ) and re-downloaded them all a few times and as far as I'm concerend the Sony Ebook Store / Connect / library whatever it's called pretty much does what's it's supposed to. So, getting back to the original post - I'd email support telling them exactly what's happening - they may come back and ask if they can login to your account (they did for me) and I'm sure they'll sort it.

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