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Old 04-07-2010, 11:27 PM   #31
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A very similar thing has just (this weekend) happened to my husbands PB360 - a crack (well actually, a visibly damaged screen) appeared overnight while it was resting on the sofa with the cover in place.

I have had very good service from pocketbook thus far, and will wait and see what they come back with.
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Old 04-07-2010, 11:49 PM   #32
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I hope there wasn't a faulty batch, because I'm pretty sure I got mine around the same time your got yours Karen. I'm getting a little worried. I am extremely careful with my PB360, if I'm not reading it the cover is always on. I pick it up and put it down very gently. I don't use it outside the house, although being portable that shouldn't be a problem.

Just how fragile are these devices? It never occured to me that a crack could just appear in the glass and ruin the reader.
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Old 04-08-2010, 02:53 AM   #33
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The device has fallen multiple times in my case, one of them in the street when I was running (it skated quite a bit ) and the snap-on cover has already its good scratches. But the device is working as usual and no damage in the screen.
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Old 04-08-2010, 02:56 AM   #34
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Originally Posted by Logseman View Post
The device has fallen multiple times in my case, one of them in the street when I was running (it skated quite a bit ) and the snap-on cover has already its good scratches. But the device is working as usual and no damage in the screen.
Thanks for that, it seems it can withstand a fair bit of knocking about, then.
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Old 04-08-2010, 04:01 AM   #35
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Quote:
Originally Posted by IndecisiveMe View Post
Thanks for that, it seems it can withstand a fair bit of knocking about, then.
The screen has a glass pane underneath.
A piece of glass can be very strong and damage resistant. A typical glass pane can withstand surprising amount of force or shock. But if you hit it "wrong way" even a relatively small shock can cause a crack.
a Prince Rupert's Drop is a nice - even if highly exaggerated - demonstration on how strong and how weak at the same time a piece of glass can be.
http://en.wikipedia.org/wiki/Prince_Rupert%27s_Drop
Very nice video
http://www.youtube.com/watch?v=6V2eCFsDkK0
http://www.youtube.com/watch?v=8-GOwtikSO0


At the moment all e-ink screens have glass substrate. We have been waiting AGES for plastic based e-ink screens to enter the production.
We were told they should start production of plastic substrate 9.7 inch screens Real Soon Now (TM)
But do not hold your breath, it will be quite a long time before plastic based 5 and 6 inch screen start to be manufactured.
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Old 04-08-2010, 04:39 AM   #36
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The 360° is a very sturdy thing indeed. Mine lived through a car crash with only a little dent in the joystick. As for screen breaking, none of the modern readers likes to be twisted in whatever way. Twisting = no good.
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Old 04-08-2010, 06:17 AM   #37
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Thanks, kacir. I'll check out those videos later. I love your TM there

mtravellerh, I can imagine that twisting would be a bad thing, and can't even imagine why someone would do that. Glad your PB360 survived the crash, that's pretty impressive.
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Old 04-08-2010, 07:40 AM   #38
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My FB360 is very durable. She survived more than a few drops, some splashes, a few twist (tested out of curiosity how durable would it feel), burden under piles of printed books, and so on. Got only some scratches and was froze twice.

a tough girl indeed...
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Old 04-08-2010, 07:43 AM   #39
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Quote:
Originally Posted by Alilas View Post
My FB360 is very durable. She survived more than a few drops, some splashes, a few twist (tested out of curiosity how durable would it feel), burden under piles of printed books, and so on. Got only some scratches and was froze twice.

a tough girl indeed...
Please don't twist MM, seriously!!
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Old 04-08-2010, 08:07 AM   #40
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Easy there...I just wanted to try "all the way possible" with my girl. I'm quite a tough user so I want to know how much she can bear. It's a fact I need to know by myself.

Not that I want to break my PB or something...
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Old 04-08-2010, 08:10 AM   #41
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Last time I twisted something for the fun of it it was an original game (Civilization III) I had been lent. Cue forking up 50 euro to replace the damaged disk with a new one

From there on I learnt my lesson
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Old 04-08-2010, 08:22 AM   #42
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Interesting to read this discussion. Never realized this was a hazard.

I prefer my PB 360 over the Sony 600 I had, but it does seem that Sony's metal casing does make sense then (even though I still prefer the weight advantage of the PB plastic casing).
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Old 04-08-2010, 08:25 AM   #43
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Originally Posted by franklekens View Post
Interesting to read this discussion. Never realized this was a hazard.

I prefer my PB 360 over the Sony 600 I had, but it does seem that Sony's metal casing does make sense then (even though I still prefer the weight advantage of the PB plastic casing).
I think the PB 360 is sturdier than the large majority of the devices, including Sony's.
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Old 04-08-2010, 09:40 PM   #44
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It is unusual the retailer store and the sales representative don't know each other

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Originally Posted by Dulin's Books View Post
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.
I didn't realize that Dulin's Books (http://www.dulinsbooks.com/) has no control over their sales representative in the US. The website has no phone number for inquiry. I got the phone number from the package and made a call. The guy who took my call is a sales representative, I assume. So, he handles my case and doesn't need to feel accountable for Dulinbooks.com. It is so unusual.

I emailed to Mr. Dulin to complain, and forward to him all the emails between me and the sales representative and have never received his response since then.

I don't know who should I talk to, somebody suggest that I talk to manufacturer - pocketbook reader, some suggest that I talk to those from which I ordered the device.

The retailer website specifies that the package should not include charger and SD card, but the manufacturer's package specifies it should include charger and SD. That's why I have run into argument with the sales representative the first week I received the order. I believe I was deemed as a trouble-maker since then.

My suggestions:

(1) streamline the package information so buyer not get confused.
(2) supply the return policy as earlier as possible so buyer can make a sound decision. In my case. I got the return policy two weeks after I have had the product in my hand. It is a good product, I can't believe it is so fragile and short-lived.

Friends:

I will not visit this post again. I will accept my bad luck. Hope my post can remind you to be more careful and gentle with your e-reader. I will wait for several months to find a really dependable E-Reader.
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Old 04-08-2010, 10:32 PM   #45
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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.
I have ready many posts where other mfgs have replaced a screen where the cause did not appear to be owner mishandling (which you admitted there was no proof of)...maybe not technically covered but goodwill towards keeping customers long term.

While that type of service may be going above and beyond -and- not judging who is "right or wrong", I have to admit that this type of response is not one I would expect from a customer oriented company.

While I understand that upset customers can be frustrating to deal with, the sarcasm and glee in being right made me empathize with the OP more so than his case.

I'm glad others have reported having better customer service experiences.

Last edited by Boston; 04-09-2010 at 08:39 AM.
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