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Old 11-20-2007, 08:23 AM   #1
tcmoon
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Bookeen suport

Has anyone been in contact with Bookeen support? I have emailed them Friday and havent heard from them yet. I have been having trouble with my cybook and it has been three weeks and still don't have a fix. How long should I wait until I send it back for replacement or refund?

Thanks,
Tom
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Old 11-20-2007, 08:52 AM   #2
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Also no reply

my cybook bricked at Saturaday. I emailed them immediately. But no response until now. Sorry for their response time.
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Old 11-20-2007, 10:05 AM   #3
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They had been very good up until now, I tried their first fix and gave feed back ( though I didnt know when you turn off the unit the fix was wiped out). I really like the reader and dont want to send it back but it needs to work for libraries or its no good to me. I am would like to buy a book from mobipocket but I don't think it will work.
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Old 11-20-2007, 10:16 AM   #4
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Nobody here has reported problems with books bought from Mobipocket. It is only library books that have been a problem as I remember it.

I think they need to update there web page about how to report problems. It seems to me that a broken reader and a bug report is different kind of problems and for a bug report it would be good to have a bug tracking system or some indication that they themselves are using a bug tracking system so they are not misplacing the bug reports you send to them. For one bug I reported i got an answer saying they would look at it but I did not get a number to identify my bug so it is harder to ask them for progress.
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Old 11-20-2007, 11:09 AM   #5
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They had been very good up until now, I tried their first fix and gave feed back ( though I didnt know when you turn off the unit the fix was wiped out). I really like the reader and dont want to send it back but it needs to work for libraries or its no good to me. I am would like to buy a book from mobipocket but I don't think it will work.
I can report that it works just fine. I've bought a fair number of Mobi DRM books from Fictionwise and they all work just fine on the Gen3. The only reason library books don't work is because of the date checking. Doesn't affect normal books.
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Old 11-20-2007, 11:33 AM   #6
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OK thanks, Now my problem is that 95% of my books come for the library. Would you know if the iLiad can read books from the library? I would be willing to spend the extra money to be able to do so. Also how to go about returning the cybook?
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Old 11-20-2007, 03:35 PM   #7
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I suspect that you can't return it. It's not faulty. You have no inherent right under European consumer law to return something merely because you don't like it.

However, given the current supply issue with the Gen3, I'm certain you'll have no problem selling the Gen3 for what you paid for it. Why not put an ad in the "Flea Market" section of the board.
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Old 11-20-2007, 03:55 PM   #8
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I suspect that you can't return it. It's not faulty. You have no inherent right under European consumer law to return something merely because you don't like it.
But you have a right to return it if it does not fulfil the specification but maybe you have to give Booken a reasonable amount of time to fix it. And I think you have this right three years.
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Old 11-20-2007, 04:06 PM   #9
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I think it is faulty as I have the email's from bookeen saying that they are working on the problem. Now with that said either through this forum or emailing and asking about returns they have contacted me and are working on the problem and will have a fix by
11-26-07.
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Old 11-20-2007, 04:24 PM   #10
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I forgot to mention a simple email saying were working on it goes a long way. When your dealing with a sale outside the US I get a little nervous.
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Old 11-20-2007, 06:10 PM   #11
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In Germany you may cancel a purchase done via internet (Vertrag mittels FKM (Fernabsatzkommunikationsmittel)) for 14 days after the item was delivered. Maybe in your country you have a similar regulation?

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Old 11-23-2007, 12:19 PM   #12
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I must say Bookeen support is not very good as they don't get back to you. am I the only one that has this much trouble?
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Old 11-23-2007, 09:42 PM   #13
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I wanted to buy one of their devices (but had a question) and they didn't get back to me (it's been about two weeks). In comparison, the people at jinke/hanlin wrote me back within 10 minutes. So... I'm a little weary of the customer support situation at cybook/bookeen.
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Old 11-23-2007, 10:28 PM   #14
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I wanted to buy one of their devices (but had a question) and they didn't get back to me (...) So... I'm a little weary of the customer support situation at cybook/bookeen.
That's the reason why I'm also so reluctant. If I buy the Cybook it's because of the extended warranty if compared to Sony's (I'm very afraid of malfunctions). But again... I've sent Bookeen two emails more than 3 months ago and still no response.
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Old 11-23-2007, 10:49 PM   #15
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I have submitted to bug repoert and have got response to both of the emails. I suspect the Bookeen is a rather small company and if you ask something that is not easy to answer then it might get pushed to the stack of things to do sometimes in the future. I would remind them about the previous question and ask when the are planning to answer it.
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