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Originally Posted by EowynCarter
Because, most of times, if not all the times, broken screen happens because of user...
First mail from bookeen "looks like screen is broken", then after they had the cybook, they confirmed and asked for payment. ie, if they had some reason to think the screen was defective, they would have fixed it for free.
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In case of the example in this thread the Cybook was not sent to Bookeen and yet they said that "screen damage is not covered". And that is not true. The seller have to fix everything that was an original fault and the seller have to show that it was not an original fault. I do not see from the facts given in this thread that the seller showed that or tried to show that.
And your reasoning is wrong. It is not "if they had some reason to think" that holds. It is "if they could not show that it was not an original fault they have to fix it". What matter is what they can show. Not what they think.
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Well, maybe I had to pay for postage fee (they aren't that much, from paris to paris). But in the meantime, my e-reader came back fixed before I had time to really miss it. I had prepared myself to live without the reader for a month or so, that was only one week.
Guess the reason i see things differently there if the prise difference. Posting from Sweden to France in more expensive than France - France , so paying postage fees because more of deal. I can even carry the reader myself if need be.
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It is also the trouble. When I fixed my phone recently I just filled in a web page. The company sent me packing material and everything needed to sent in the phone. Minimal problem and no cost for me.
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Then, customers pays for support anyway, one way or another. Either you have the customers pays when they need support, either you pay for support when you buy the device. But the money have to come from somewhere.
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Yes, we have already paid for it with the very high price. That is one reason to accept the high price. And still they cheat us out of the postage cost.