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Old 10-31-2009, 11:30 PM   #1
SUSGOD
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double trouble

My NAEB Bookeen Cybook froze. When I tried to reset, the e-ink flowed over 2/3 of the screen. It will not shut off. I attempted to re-charge it and again re-set without success. I am attaching a picture of the problem. What can I do to get it working again?
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Old 11-01-2009, 01:56 AM   #2
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Quote:
Originally Posted by SUSGOD View Post
My NAEB Bookeen Cybook froze. When I tried to reset, the e-ink flowed over 2/3 of the screen. It will not shut off. I attempted to re-charge it and again re-set without success. I am attaching a picture of the problem. What can I do to get it working again?
It's broken. You need to have the display replaced so you need to get a return authorization from Bookeen.

Derek
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Old 11-02-2009, 06:18 AM   #3
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Like derek said, the screen is broken, and given the nature of the eInk screen, even if you reset/shutdown it the display will stay the same (it will not blank when you unplug the battery for exemple, and that's true for even a non broken screen)

You screen is here broken without any doubt. Send a mail to support at bookeen dot com, they will answer you what to do...
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Old 11-02-2009, 06:55 AM   #4
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As the others said, it's a broken screen. That is, the glass substrate has broken. The two curved lines radiating from a spot on the right hand side are unmistakable. (If it's the controller, rather than the screen, any areas are invariably rectilinear.)

To repair it it must be returned to Bookeen, and you'll need to contact Bookeen first to get a returned mechandise authorisation number (RMA).

It may turn out that the cost of postage and repair is more than it's worth. See what Bookeen say.

Quote:
Originally Posted by SUSGOD View Post
My NAEB Bookeen Cybook froze. When I tried to reset, the e-ink flowed over 2/3 of the screen. It will not shut off. I attempted to re-charge it and again re-set without success. I am attaching a picture of the problem. What can I do to get it working again?
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Old 11-02-2009, 07:25 AM   #5
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Agreed with the previous posters; that's an absolutely classic picture of a broken screen substrate, I'm afraid. Did you drop it?
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Old 11-02-2009, 07:18 PM   #6
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Quote:
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Agreed with the previous posters; that's an absolutely classic picture of a broken screen substrate, I'm afraid. Did you drop it?
No, I had the Cybook in my coat side pocket while walking. The Cybook was on and open to the page I had been reading about 15 min. earlier. (I use a 30 min. shut off.) When I sat down & took it out to continue reading, the page would not turn. I had tried re-flash. When I got home, I tried both charging & removing the battery. Nothing worked.

Thank you all. I've e-mailed Bookeen with the picture and the problem. If they don't acknowledge my e-mail in a couple of days, I attempt to phone them.

Susan
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Old 11-03-2009, 03:34 PM   #7
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Quote:
Originally Posted by delphidb96 View Post
It's broken. You need to have the display replaced so you need to get a return authorization from Bookeen.

Derek
Wow! I already have the Return Merchandise Authorization from Bookeen. They seem to have improved Customer Service response time. They will charge 100€ + parts. Bookeen said to ship the package using the carrier of my choice. Which delivery service do you recommend I use to send the Cybook to France?


Susan
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Old 11-03-2009, 03:57 PM   #8
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Agreed with the previous posters; that's an absolutely classic picture of a broken screen substrate, I'm afraid. Did you drop it?
The e-mail from Bookeen Support (support@bookeen.com) stated:
Madam,
The backplane of your display is seemingly broken; fractures radiate on the screen. This could be due to a shock or a pressure.
We invite you to send us your device. Our technicians will then be able to determine the exact nature of the issue.

For your own information, broken parts are not covered by the warranty.
If you wish and if needed, we can propose a display replacement.
This operation costs 100€ (parts and VAT included) + shipping.
When I sat down after my walk, the cybook in my side pocket was pressed against the side of the chair. That probably caused the damage.

Susan
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Old 11-03-2009, 04:15 PM   #9
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Wow! I already have the Return Merchandise Authorization from Bookeen. They seem to have improved Customer Service response time. They will charge 100€ + parts. Bookeen said to ship the package using the carrier of my choice. Which delivery service do you recommend I use to send the Cybook to France?


Susan
I would send it US Priority Mail International. It weighs about 2-2.5 pounds in a box big enough to hold the retail box it came in and that should run between $35-$45. Priority mail will take about 5-7 days to get there from New Jersey, of which, 3-5 days will be just dinking around the Paris post offices.

Derek
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Old 11-03-2009, 05:27 PM   #10
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I would send it US Priority Mail International. It weighs about 2-2.5 pounds in a box big enough to hold the retail box it came in and that should run between $35-$45. Priority mail will take about 5-7 days to get there from New Jersey, of which, 3-5 days will be just dinking around the Paris post offices.

Derek
Thank you, Derek!
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Old 11-04-2009, 06:27 AM   #11
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.... and if you are lucky Sue, they will probably just replace it with a nice spanking new one .....
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Old 11-04-2009, 03:23 PM   #12
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Quote:
Originally Posted by delphidb96 View Post
I would send it US Priority Mail International. It weighs about 2-2.5 pounds in a box big enough to hold the retail box it came in and that should run between $35-$45. Priority mail will take about 5-7 days to get there from New Jersey, of which, 3-5 days will be just dinking around the Paris post offices.

Derek
€ 100 = $ 150, and 2 times shipping makes $ 230,--

I would recommend you just to buy a new one, that's cheaper and faster.

I believe Derek is selling his old ones, maybe that's even a better idea
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Old 11-04-2009, 03:27 PM   #13
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I don't know which "old" it is, but if you have a newer one, you may not want to get an older one...
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Old 11-04-2009, 09:24 PM   #14
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Quote:
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€ 100 = $ 150, and 2 times shipping makes $ 230,--

I would recommend you just to buy a new one, that's cheaper and faster.

I believe Derek is selling his old ones, maybe that's even a better idea
This is true. But I'm hoping to get $250 out of mine. Sigh.

Derek
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Old 11-05-2009, 12:33 PM   #15
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Quote:
Originally Posted by ErwinOtten View Post
€ 100 = $ 150, and 2 times shipping makes $ 230,--

I would recommend you just to buy a new one, that's cheaper and faster.

I believe Derek is selling his old ones, maybe that's even a better idea
If I send it, I'd want my broken SD slot also fixed. Bookeen just sent me this revised estimate:
Madam,

If the SD slot appears to be broken, as your device is not covered by the warranty anymore, the total cost for the repair will be: 195€ (100€ for the display replacement + 70€ for the SD slot + 25€ for the shipping costs).
195€ = $250 add on $80 for 2-way shipping = It's not worth repairing!

I like the variety of ebook formats Cybook supports (.prc, .pdb, .html, .rtf, .mobi, and .txt). Can you suggest a less expensive replacement?
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