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There are lots of pictures here (although I can't find any off-hand) which show what broken substrates look like - basically curves and distorted areas on the screen. That's presumably why Bookeen asked the OP to send a photograph of the screen. It's a very distinctive problem, entirely different to screen controller problems, which generally result in things like vertical or horizontal lines, or a band of screen being entirely blank.
The OP has said that it didn't arrive broken, which is presumably why Bookeen have quoted the standard €120 for a replacement screen.
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