Quote:
Originally Posted by HarryT
All you can "tell everyone" are the facts, and that the replacement was handled rather quickly. I don't see that you can point to Bookeen and say for a fact that they've done anything "wrong". What the end "result" of the operation was is that Ortep now has a new 512MB Gen3 at a pretty reasonably upgrade price. Whether or not he wanted to upgrade is a different question, of course.
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The only thing I can say is that I'm happy with the new Cybook. But I'm certainly NOT happy with the way the warranty was handled. I've seen pictures of completely cracked screens. I can imagine that would lead to a question of who is to blame. But in the case of my screen it was not very clear. It was split in exactly 4 equal parts with straight lines (Try to do that with a piece of anything) And even Bookeen said it looked like a controller failure when the saw the picture. When they received the reader they told me it was a crack. I didn't see it. People here didn't see it. Bookeen didn't see it until the had it and I couldn't protest anymore. I could pay of throw it away.
Even if it was a genuine crack, the smart thing to do for Bookeen was to handle this case as warranty while telling me it probably was a crack. That would have gained goodwill. Now it gained them a lot of bad publicity.
As I said before, I'm happy with the upgrade and the fast response. But it is only an upgrade for people with a 64k model like me. For the rest it is simply a new reader.
Quote:
Originally Posted by bwaldron
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.
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Kindle is not available outside the US and the same holds true for Sony. If you live outside the US (95% of the world population) You cannot buy them in a way that will give you any warranty at all.
But you can be sure that when I'm in the market for a new reader warranty handling will be a major point. And Bookeen will be low on my list.