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Old 05-03-2008, 08:23 AM   #1
CiaraG
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Screen Problem

Hi Guys,

Turned on the Cybook this morning and the bottom half of the screen is a mess - lines running through it. Have rebooted & reset and nothing has improved. Now it even has the lines on it when the screen is blanked.

Here's a few pics of it. Has anyone else experienced this? Really don't want to have to send it back for repair!

Regards
Ciara.
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Old 05-03-2008, 08:40 AM   #2
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I'm afraid that it looks very much like a broken substrate. The screen has a very thin glass layer under the plastic. If you put pressure on it, it easily fractures. It's not repairable - it needs a new screen which will probably cost about two thirds the cost of a new machine - and it's not covered under warranty because it's caused by an impact to the Gen3 or pressure on the screen.

Sorry to be the bearer of bad tidings .
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Old 05-03-2008, 10:29 AM   #3
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But it cannot hurt to contact Bookeen and see if they will do a warranty replacement.
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Old 05-03-2008, 10:36 AM   #4
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It needs to be sent back to Bookeen, certainly. They can then assess it and ascertain what the problem is. I can only go from the fact that the curved lines on the screen and the displacement of the image do, regretably, look just like those which result from a substrate fracture.
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Old 05-03-2008, 10:37 AM   #5
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I have to agree with HarryT. It does look like a cracked screen. Even though you cannot seer the cracks, they would appear underneath.
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Old 05-03-2008, 01:35 PM   #6
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Damn, I really didn't want to hear that! Figured I would have to send it back though. Have emailed the photos to Bookeen and am waiting on their response.

Can't understand how it happened. I haven't dropped it or anything. I literally just turned it on this morning and that was the result. I would hope that Bookeen would replace / fix under warranty.

Well, that's just ruined my bank holiday weekend! I was all set with about 8 new books to read. Looks like I'll be commandeering the laptop again!

C.
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Old 05-04-2008, 02:50 AM   #7
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Hopefully I'm wrong, and it will be repairable under warranty, but I'm afraid that it undoubtedly does need to be returned to Bookeen. Sorry .
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Old 05-14-2008, 12:16 PM   #8
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Thumbs up Update on Screen Problem

Just thought I'd let you guys know what happened.

I sent the Cybook back to Bookeen and indeed the screen had been damaged. Unfortunately, this is the one part which is not covered under warranty and there is a charge of 120.00 euro to replace it (I knew this before sending the unit back).

I have to say that contrary to what I have read on other posts on the forum, my experience with the service from Bookeen has been very good. All emails were answered quickly and helpfully and when I explained that I really needed my Cybook back before I went away in a couple of weeks, they assured me they would do their best to repair / replace quickly. My replacement is now ready, which is really quick service

So, outside of the 120.00 euro cost, I'm a happy bunny. Lesson learned - keep Cybook away from other family members!!!!! :

Ciara.
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Old 05-14-2008, 12:21 PM   #9
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That's very good news - thanks for letting us know! Did you ever work out how the screen had become damaged?
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Old 05-14-2008, 12:31 PM   #10
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That looks like my sister's screen after she dropped it from a pretty high distance. It's why I bought the additional 2-year Cybook accidental damage plan from BooksOnBoard... I haven't had to use it yet, but the screens are fragile so I figure it's a good investment (especially with exchange rates what they are right now... for 120 euros I could almost buy a new Cybook! yikes). My interactions with Bookeen have also been good (and yes, they do speak English), although I usually just direct questions to BoB bc it's faster.
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Old 05-14-2008, 01:00 PM   #11
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Quote:
Originally Posted by alia View Post
for 120 euros I could almost buy a new Cybook! yikes
The price new is €290, excluding VAT, so I think that €120 for a new screen - under half the price of the new machine - is actually a very fair one. Especially if you compare with some other manufactuers - eg Amazon don't offer ANY type of repair service for the Kindle!
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Old 05-14-2008, 03:19 PM   #12
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Quote:
Originally Posted by CiaraG View Post
J
I sent the Cybook back to Bookeen and indeed the screen had been damaged. Unfortunately, this is the one part which is not covered under warranty and there is a charge of 120.00 euro to replace it (I knew this before sending the unit back).
If it just breaks with normal use it is covered by warranty or EU regulation.
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