Quote:
Originally Posted by bwaldron
Yes. But without reasonable "proof" -- or at least high probability -- that it was indeed the customer that created the problem, the benefit of the doubt needs to go to the customer. At least for a company that I am willing to continue doing business with.
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Can you elaborate on how you would "prove" that it was the customer's fault? That seems like an impossible goal to me. All that any company can reasonably do is look at the evidence and act on the balance of probabilities. How can the cause of a breakage ultimately be "proven" one way or the other?
Sony and Amazon are large companies who can afford to take a loss on the sale of eBook readers. For Bookeen, it's their sole product. If they were to start automatically giving out a free replacement to anyone who broke their screen the end result is easily predictable - they'd go out of business.
Sony, by all accounts, are just a hard-nosed about screen repair as Bookeen. Broken screen = a chargable repair. And they WON'T repair at all unless you are one of the tiny minority of people who live in the USA!