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Old 04-07-2010, 01:58 AM   #16
IndecisiveMe
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Originally Posted by rangrang View Post
I placed order at http://www.dulinsbooks.com/
Then perhaps your problem is with Dulin's Books and not with Pocketbook themselves. Who, exactly, have you been communicating with?

It's like me saying I'm having horrible customer service with my iPhone, and that Apple sucks, but I've never directly talked to Apples, I'm talking to the guy I bought my phone from.

So, is it Dulin's Books you're having the problem with or Pocketbook?

You say you've put it behind you, yet you sign up here and post in the Pocketbook forum telling us to never buy from Pocketbook. I understand your frustration, I really do. I'd be really, horribly upset if anything happened to my PB360, which I've only had for few weeks. We just need to sort out who, exactly, you have a problem with.

Good luck!

ETA: I just saw the pictures you posted of your screen. I am new to e-readers, but from the many photos I've seen of broken screen on Mobileread, yours definitely looks broken to me.
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Old 04-07-2010, 02:04 AM   #17
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here is the device with the black leather jacket



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Old 04-07-2010, 02:19 AM   #18
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That looks to me like a broken screen. You can see some angled lines, and appear to come to an intersection above the 5-way button about 3/4 of the way up the screen. Kind of suggests that was the impact area.
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Old 04-07-2010, 03:40 AM   #19
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Is this the same device we were already talking about?
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Old 04-07-2010, 03:52 AM   #20
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screen

I would say that the screen is indeed broken from the pictures. I am guessing its problem is on the underside, I think there are a couple of layers to the screen.

I am surprised that the screen is having that issue. With my Cool-er I am not exactly as careful as I could be, I put it in my purse without a cover on a regular basis (I do not recommend this) but so far I have not cracked or damaged the screen, now when it comes to firmware I have had problems.

With the PB360 I think there is less chance of a damaged screen because of the cover it comes with.

Amy
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Old 04-07-2010, 03:52 AM   #21
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I have to second pocketbook support, broken screen.
Either it was hit and you don't remember (I never knew how my screen was hit, though marks on cover and screen said so). Or maybe you got bad luck, and got a defective screen... Can happen too.

Anyway, screen need changing.

Quote:
I am surprised that the screen is having that issue. With my Cool-er I am not exactly as careful as I could be, I put it in my purse without a cover on a regular basis (I do not recommend this) but so far I have not cracked or damaged the screen, no firmware problems I have had.
They are the exact same screens. And sometimes, breakage happens.

Last edited by EowynCarter; 04-07-2010 at 11:45 AM.
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Old 04-07-2010, 03:59 AM   #22
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You should look at contacting pocketbook support directly. While you probably would still get charged maybe they can work a deal for you. You never know unless you try.

Worst case sell it on here in the flea market forum for cheap and let someone else pay for the screen to be fixed. That way you make a little money and someone gets an ereader that can be fixed for a fairly decent price. Win win.
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Old 04-07-2010, 10:44 AM   #23
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Quote:
Originally Posted by IndecisiveMe View Post
Then perhaps your problem is with Dulin's Books and not with Pocketbook themselves. Who, exactly, have you been communicating with?

.
No, he has only communicated with me once via email after having already sent it off to be checked when he started having his issue. I said i would look into it for him. I haven't seen the device in person only in pictures. He has been dealing directly with PocketBook. But by the pictures i have seen it is clear that the display is indeed broken. From my experience it looks like it was broken from a twisting force. Others who have seen the pictures here on this forum have said as much as well.

I am not laying blame as to how or why the screen is broken only that it is. Whether its a defect or an accident will be difficult to decide and satisfy all parties. I am still talking with PocketBook about this.
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Old 04-07-2010, 10:57 AM   #24
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Author, thanks for the thread.

Before you uploaded pictures of your devices screen, I did so in this same forum, in this thread, with the survey: http://www.mobileread.com/forums/showthread.php?t=77420 - folks say that this is a mechanical damage of the screen.
You had opinions from 3 different sources that this is the cracked screen, which is the case not covered by our warranty.
We may continue increasing the number of specialists that look at your device and all them will say the same thing - broken/cracked screen.
But, anyway, thank you for bringing this up - I'm sure, we'll get a number of positive feedbacks from those folks who also had our service and were extremely satisfied with it.
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Old 04-07-2010, 11:27 AM   #25
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Originally Posted by Yar-PocketBooker View Post
...
But, anyway, thank you for bringing this up - I'm sure, we'll get a number of positive feedbacks from those folks who also had our service and were extremely satisfied with it.
After reading the entire thread, I need to chime in on this comment.

Rangrang, I'm sorry you're having problems with your device and not getting the resolution you want/expect. I know that can be frustrating.

From my own personal experience, I have to say I am blown away by the customer service I've seen before, during and after the purchase of my 360.

Before I purchased it, I sent a bunch of email questions to the info email address. I asked about charge times, battery life, screen resolution, book formats, DRM issues, you name it, I covered it. I got fantastic help on all topics.

Once I ordered, they kept me in the loop as to when I would receive my 360.

After a couple months of hard use, my 360 developed a screen issue. Not a broken screen, but I had some trace lines across the screen which made it hard to read. I sent pictures to the info email alias and asked what I should do. They said to send it in and it would be covered by warranty. Upon sending the device in, they felt it was taking a bit longer than expected to repair, so they just sent me a new device rather than make me wait for mine to be repaired.

From my experience, I've seen nothing but fantastic service.
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Old 04-07-2010, 11:44 AM   #26
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Quote:
You had opinions from 3 different sources that this is the cracked screen, which is the case not covered by our warranty.
Why not, if indeed the screen was defective at first, as in Piscean's case.
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Old 04-07-2010, 11:53 AM   #27
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I read the other thread as well and never saw the consensus that the crack was the result of owner mishandling. I did see a few posts saying the substrate could have been set incorrectly during manufacturing. It seems that it is not known exactly what caused the crack.
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Old 04-07-2010, 01:26 PM   #28
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I read the other thread as well and never saw the consensus that the crack was the result of owner mishandling. I did see a few posts saying the substrate could have been set incorrectly during manufacturing. It seems that it is not known exactly what caused the crack.
For about 1.5 months the device was working properly. Then - a crack. This may not be called 'mishandling', of course, most probably, the owner was careful, but you never know when you break the screen - I had two screens broken, not knowing when and how, although I'm maniacally careful with handling e-readers - I know that they are really fragile...
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Old 04-07-2010, 01:34 PM   #29
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Does anybody know of any electronics manufacturer that replaces cracked screens, no questions asked? I don't but I'm sure some must exist somewhere...
Just curious.

(No, I'm not talking add-on warranties at the retail level; those I know exist and are regularly abused for free "obsolescence insurance".)
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Old 04-07-2010, 01:53 PM   #30
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Does anybody know of any electronics manufacturer that replaces cracked screens, no questions asked? I don't but I'm sure some must exist somewhere...
Just curious.
Lots of manufacturers do.
Like Sony. All you have to do is to purchase an "Accidental damage warranty". It works basically like an insurance.
If you purchase Sony Reader Pocket Edition for $199 you can purchase
Quote:
# 2 Year Replacement Plan with Accidental Damage from Handling $39.99
# 3 Year Replacement Plan with Accidental Damage from Handling $69.99
I am pretty sure this "warranty" is done by a third party and PocketBook might consider doing something like that.
I think we have been discussing something like this before.

Please note, that in USA you usually get a few weeks warranty, not like here in Europe where we get standard 24 months warranty (and very strong consumer protection laws) AND ALSO significantly higher prices ;-)
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