MobileRead Forums - View Single Post - Broken Sony PRS-700 Exchanged for $29!

Pangolyn · 05-06-2009, 12:20 PM

Long time lurker, first time poster.

I dropped my PRS-700 and it appeared to be fine except that the shiny plastic edge popped out. I popped it back in and it was fine. The next day the screen's glass substrate had a crack in it, making the unit unreadable. Since it was clearly my fault that it broke I thought there was no chance of getting it exchanged. I only had it for three months and was heartbroken that my $400 was thrown away. I read on these forums about people having horrible experiences with Sony service--not one single good story, so I didn't have much hope.

I bought it from SonyStyle. I found a section of the site that said they would send me a loaner unit for $99 while they repaired or exchanged my unit. However, after calling them (I called three different times to make sure) they said that it would, at most, cost me $99 to have the device repaired or exchanged. I was in shock, especially since one person on this forum said Sony quoted them over $100 just to replace the leather cover. If the problem was a manufacturer defect then it would only cost $29. That includes shipping both ways.

I told them that it was totally my fault and that I dropped it. They said it wouldn't be a problem, just an out-of-warranty exchange for $99. I even asked that if I ran over it with a car and then threw it in the pool it would still only be $99 and they said yes (all three calls).

I shipped it in and got a refurbished unit in less than two weeks. The invoice in the box said they only charged me $29. I called and verified that everything was finished and that $29 was the total cost.

I have read more and more people on this forum that have screens that have cracked for no apparent reason. I am sure mine cracked because I dropped it, but it didn't actually break until the next day, so maybe it was something else in the case that actually caused the crack, and it was just set loose by the fall. Either way, I am overjoyed that I got my $400 unit replaced with a perfect-looking refurbished unit for only $29 including shipping both ways. I don't know if it was just because I bought it at SonyStyle but I will definitely relate this story to anyone that will listen that is considering an ebook reader (future flamers, I know it's not officially an ebook reader, but everyone knows what I mean, like calling a tissue a Kleenex).

05-06-2009, 12:20 PM	#1
Pangolyn Enthusiast Posts: 38 Karma: 10 Join Date: May 2009 Device: PRS700	Broken Sony PRS-700 Exchanged for $29! Long time lurker, first time poster. I dropped my PRS-700 and it appeared to be fine except that the shiny plastic edge popped out. I popped it back in and it was fine. The next day the screen's glass substrate had a crack in it, making the unit unreadable. Since it was clearly my fault that it broke I thought there was no chance of getting it exchanged. I only had it for three months and was heartbroken that my $400 was thrown away. I read on these forums about people having horrible experiences with Sony service--not one single good story, so I didn't have much hope. I bought it from SonyStyle. I found a section of the site that said they would send me a loaner unit for $99 while they repaired or exchanged my unit. However, after calling them (I called three different times to make sure) they said that it would, at most, cost me $99 to have the device repaired or exchanged. I was in shock, especially since one person on this forum said Sony quoted them over $100 just to replace the leather cover. If the problem was a manufacturer defect then it would only cost $29. That includes shipping both ways. I told them that it was totally my fault and that I dropped it. They said it wouldn't be a problem, just an out-of-warranty exchange for $99. I even asked that if I ran over it with a car and then threw it in the pool it would still only be $99 and they said yes (all three calls). I shipped it in and got a refurbished unit in less than two weeks. The invoice in the box said they only charged me $29. I called and verified that everything was finished and that $29 was the total cost. I have read more and more people on this forum that have screens that have cracked for no apparent reason. I am sure mine cracked because I dropped it, but it didn't actually break until the next day, so maybe it was something else in the case that actually caused the crack, and it was just set loose by the fall. Either way, I am overjoyed that I got my $400 unit replaced with a perfect-looking refurbished unit for only $29 including shipping both ways. I don't know if it was just because I bought it at SonyStyle but I will definitely relate this story to anyone that will listen that is considering an ebook reader (future flamers, I know it's not officially an ebook reader, but everyone knows what I mean, like calling a tissue a Kleenex).