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Beena · 05-14-2009, 11:03 AM

Hi there. I had exactly the same problem. I treated myself to a PRS-505 and read a few of the free books that came with it but wanted to buy Nation by Terry Pratchett. I bought it from Waterstones only to have it fail. I telephoned customer services and they were absolutely dreadful! The girl I spoke to had no clue what I was talking about and kept putting me on hold whilst she spoke to her supervisor. I was on the phone for twenty minutes in total whilst she kept putting me on hold. It culminated in her telling me that I needed to email her the error codes and details so she could email it to her supervisor so that he could email it to their technical department to sort out. I was advised that I would get an email in about ten minutes time to confirm this. Seven hours later I phoned them up again as I hadn't received my email and spoke to a young chap who seemed a bit more clued up on what the deal was but said he would have to do the same thing as the girl earlier had said she was going to do. I advised him that this had already been done but he could find no record of it. He also explained that it could take up to a week for the technical department to sort it out. I said that I wanted a refund and that i'd get it somewhere else and he sorted that out for me (after a short argument from me when he said he couldn't do that until they had tried to resolve the problem).

I then went to WHSmith's online eBook store and purchased it and when I went to download it I got exactly the same error. To say that I was angry is an understatement of humungous proportions. They clearly use the same servers as Waterstones. I emailed them and they have been very polite and friendly but I still haven't got my book and this was on the 7th May.

As this was my first experience of buying an eBook I was extremely disappointed and it has marred the experience somewhat. I also bought another book from WHSmith at the same time as Nation and that downloaded fine, but when I transfered it across to my reader the Adobe Digital Editions software said that there may be some small errors in it. Not the best experience so far. I love the hardware but buying books has been total crap for me so far.

05-14-2009, 11:03 AM	#6
Beena Junior Member Posts: 6 Karma: 10 Join Date: May 2009 Device: Sony PRS-505	Hi there. I had exactly the same problem. I treated myself to a PRS-505 and read a few of the free books that came with it but wanted to buy Nation by Terry Pratchett. I bought it from Waterstones only to have it fail. I telephoned customer services and they were absolutely dreadful! The girl I spoke to had no clue what I was talking about and kept putting me on hold whilst she spoke to her supervisor. I was on the phone for twenty minutes in total whilst she kept putting me on hold. It culminated in her telling me that I needed to email her the error codes and details so she could email it to her supervisor so that he could email it to their technical department to sort out. I was advised that I would get an email in about ten minutes time to confirm this. Seven hours later I phoned them up again as I hadn't received my email and spoke to a young chap who seemed a bit more clued up on what the deal was but said he would have to do the same thing as the girl earlier had said she was going to do. I advised him that this had already been done but he could find no record of it. He also explained that it could take up to a week for the technical department to sort it out. I said that I wanted a refund and that i'd get it somewhere else and he sorted that out for me (after a short argument from me when he said he couldn't do that until they had tried to resolve the problem). I then went to WHSmith's online eBook store and purchased it and when I went to download it I got exactly the same error. To say that I was angry is an understatement of humungous proportions. They clearly use the same servers as Waterstones. I emailed them and they have been very polite and friendly but I still haven't got my book and this was on the 7th May. As this was my first experience of buying an eBook I was extremely disappointed and it has marred the experience somewhat. I also bought another book from WHSmith at the same time as Nation and that downloaded fine, but when I transfered it across to my reader the Adobe Digital Editions software said that there may be some small errors in it. Not the best experience so far. I love the hardware but buying books has been total crap for me so far.