Quote:
Originally Posted by HarryT
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?
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Harry, that is pretty much my point. It generally cannot be proven -- and if the balance of probabilities are not quite high that the customer indeed caused the problem, then the benefit of the doubt should go to the customer.
I know that not all companies act in that way, but some indeed do, and those are the ones I remain loyal to. One of the reasons I didn't consider a Sony PRS-505 was my past experience with their U.S. service group.
Just my opinion, of course. If I dropped or sat on my Cybook, I obviously would expect to pay for a new screen. If I had a problem similar to Ortep's, however, and Bookeen treated me the same way, I would treat the broken Cybook as a sunk cost and purchase a Kindle.
All that said, I remain happy with my Gen3 and am not fretting over things that might never happen. But listening to others' experiences with their service from Bookeen (and those who have models from other companies) definitely will play a role in deciding where my money will go when it is time to purchase a newer model.