That looks like my sister's screen after she dropped it from a pretty high distance. It's why I bought the additional
2-year Cybook accidental damage plan from BooksOnBoard... I haven't had to use it yet, but the screens are fragile so I figure it's a good investment (especially with exchange rates what they are right now... for 120 euros I could almost buy a new Cybook! yikes). My interactions with Bookeen have also been good (and yes, they do speak English), although I usually just direct questions to BoB bc it's faster.