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Old 01-02-2008, 03:35 PM   #1
PHugger
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Posts: 94
Karma: 8443
Join Date: Oct 2007
Location: NJ
Device: Kindle 3G, Sony PRS-505
Furious with Sony Service - UPDATE

You can read the sad saga of my broken Sony PRS-505 IN THIS THREAD, but I would only recommend that if you suffer from insomnia. Here is the Cliff Notes version:
My Sony PRS-505 was 32 days old when it died (display scrambled)
I couldn't return it to the Blue Temple (30 day return policy)
I set up a Sony Repair Ticket and sent it off
Service said that one of the "delicate inner layers of the the eInk display was cracked"
No visible external damage (reader was much loved and treated gently)
The repair estimate was $270 US (new retail is $300)
I asked to speak to a supervisor, who never called back
My 505 was returned without being repaired
I was VERY discouraged and angry. I decided to not give up and seek out positive solutions (at least as a first step). I came across an email for Valerie Motis who is the Director of IT Products and the Sony Reader. I also had a bunch of other corporate email targets, but decided against carpet bombing. I told her my tale of woe. I remained positive and even mentioned how much I would like to share with all of my MobileRead friends that Sony was going to do the right thing. Within 3 hours I got a call with a new work order number and a promise that my Reader will be exchanged. I am still a bit dazed by the almost immediate response and very favorable resolution. There are people at Sony who care. My two previous experiences with Sony Repair Services (digital cameras) were positive and this one bad experience was perhaps not aligned with corporate policy. I'm so grateful for this help - I've missed my 505 horribly.

Go Sony!




PCH

Last edited by PHugger; 01-02-2008 at 03:43 PM.
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