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Old 05-16-2008, 11:03 AM   #1
noxxle
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How much will shipping end up costing if you need a repair?

I am very interested in the Cybook, but I am afraid the warranty is almost useless for me. If I needed to have my device repaired, I would have to pay shipping fees. Currently, bookeen is charging 33 dollars to have this the gen3 shipped to America. When sending your device in for repairs, how long does it usually take and must the consumer pay for shipping both ways? If the consumer pays for all shippings fees that could mean paying over 60 dollars for a simple repair.
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Old 05-16-2008, 11:13 AM   #2
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Originally Posted by noxxle View Post
I am very interested in the Cybook, but I am afraid the warranty is almost useless for me. If I needed to have my device repaired, I would have to pay shipping fees. Currently, bookeen is charging 33 dollars to have this the gen3 shipped to America. When sending your device in for repairs, how long does it usually take and must the consumer pay for shipping both ways? If the consumer pays for all shippings fees that could mean paying over 60 dollars for a simple repair.
You'll have to pay shipping - and that's going to be high for any shipment using a fast delivery time. Sorry, that's just the way it works when shipping from here in the US to France. I've been hit up twice now. (And I made the mistake of using FedEx - *REGULAR*, not the 'guaranteed to get there "tomorrow" rate - from here in California to Bookeen, one time. ONE HUNDRED FORTY-SEVEN DOLLARS! One way! And it still took eight days to arrive!) So if you have to send it, do so USPS International Priority or use UPS.

Derek
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Old 05-16-2008, 11:29 AM   #3
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Just to clarify. You pay the shipping to send your device to Bookeen. Provided it's a warranty repair, they pay the shipping to send it back to you.
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Old 05-16-2008, 12:35 PM   #4
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I sent mine back by air mail (wife made a mistake when mailing) and it took a month to get there. I was required to pay $85 but that was because I think I broke the SD slot. When they mailed it back I get just like originally in 2 days.
Priorty package to them was going to be less than $30 but airmail was just $15. I live in Central Arkansas in the US. David
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Old 05-16-2008, 12:42 PM   #5
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If purchased in the US from either NAEB or Books On Board, do I still have to ship overseas?

*edit* I just noticed Books On Board offers extended warranties... How is that going to work? I dont think Bookeen even offers that. What if the device fails after Bookeen stops producing the Gen3?
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Old 05-16-2008, 12:45 PM   #6
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Can't speak for BoB, but with NAEB you return your CyBook directly to Bookeen in France for repair.

I really shouldn't get too worried. Provided you look after your CyBook, and don't drop it (like Derek did ) the chance of it needing repair are pretty low.
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Old 05-16-2008, 01:20 PM   #7
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Yeah thats true...it does have

I did get one that lasted 4 days...but they are around 10 % from the polls..I could be wrong!
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Old 05-16-2008, 03:23 PM   #8
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Originally Posted by noxxle View Post
If purchased in the US from either NAEB or Books On Board, do I still have to ship overseas?

*edit* I just noticed Books On Board offers extended warranties... How is that going to work? I dont think Bookeen even offers that. What if the device fails after Bookeen stops producing the Gen3?
Yes. We at NAEB *sell* the Cybook. We don't have the facilities (nor the permission) to *fix* the Cybook. So sending it to us and having us forward it on just adds to the time delay.

Derek
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Old 05-16-2008, 04:36 PM   #9
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Yes. We at NAEB *sell* the Cybook. We don't have the facilities (nor the permission) to *fix* the Cybook. So sending it to us and having us forward it on just adds to the time delay.
So there are no laws that says that the seller has to handle things so you just send it to the seller which usually is much cheaper? In EU I think the laws or regulations says that the seller must handle warranty things.
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Old 05-16-2008, 04:47 PM   #10
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So there are no laws that says that the seller has to handle things so you just send it to the seller which usually is much cheaper? In EU I think the laws or regulations says that the seller must handle warranty things.
Tompe,

Why would you want to want us to handle it? You'd have to ship to us, wait while we get an RMA from Bookeen, (and pay us whatever it will cost us to ship to Bookeen), wait for Bookeen to ship back to us, and pay us to cover the cost to ship back to you? *WE* don't make enough on each sale to cover the expense of forwarding on to Bookeen and then forwarding back to you, so that expense would *have* to be borne by you, the customer. Further, by forcing us to be the intermediary, you'd be adding in significant time delays.

Far better to let the customer ship direct to Bookeen.

Besides, we're a US-based company. We don't operate under EU laws.

Derek
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Old 05-16-2008, 04:52 PM   #11
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So there are no laws that says that the seller has to handle things so you just send it to the seller which usually is much cheaper? In EU I think the laws or regulations says that the seller must handle warranty things.
There's no such laws in the US... and I'm glad. I can't image how much it would add to the cost of retail goods. Most retailers here will exchange a DOA product if it is within the first 30 days. Other than that, you deal with the warranty provider, which is usually the manufacturer.

Sometimes the retailer is also an "authorized" repair center. In that case they will handle it. This is generally true of car dealerships and other larger ticket items that usually are worth getting fixed vs replaced. Also a place like Best Buy which sells home electronics is a "warranty" center too, but they usually are just an agent for the manufacturer.

BOb
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Old 05-17-2008, 02:42 AM   #12
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So there are no laws that says that the seller has to handle things so you just send it to the seller which usually is much cheaper? In EU I think the laws or regulations says that the seller must handle warranty things.
That's not true in the UK. Generally here the retailer is responsible for exchanging or refunding the money for a faulty product for - I think - 7 days after purchase, but after that you send it back to the manufacturer.
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Old 05-17-2008, 03:57 AM   #13
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I'm no expert, but it may be worth checking if any household contents insurance policy you have would cover the expense of repair/replacement should it become necessary.
A guy I know in insurance in the UK says a lot of policy holders don't make claims they're entitled to.
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Old 05-17-2008, 04:07 AM   #14
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Well, I don't know what the cybook would be classified as. We have an electronics rider on our homeowners that takes care of computers even if its our fault--spill coffee on it or something. But, I think it has a $500 deductible, so even if the cybook qualifies it wouldn't help.
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Old 05-17-2008, 11:58 AM   #15
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That's not true in the UK. Generally here the retailer is responsible for exchanging or refunding the money for a faulty product for - I think - 7 days after purchase, but after that you send it back to the manufacturer.
So for warranty repeair (the warranty given by the shop) the shop can tell you to send it to another country and you have to pay the insurance and postage for sending it?

I found one web page that said about the EU law:
Quote:
The law requires the seller to make things right free of charge—including "the cost of postage, labor and materials." And the retailer is responsible even if the problem is the producer's fault—although the seller can "pursue remedies against the person or persons liable in the contractual chain."
And that is one reason they want to sell the insurance because it eliminates the cost for the retailer.
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