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Patricia · 09-03-2009, 09:14 PM

British members might find my experience with Waterstone's of interest, should their Sony Readers ever develop a fault.

I bought my PRS 505 last Christmas. Recently it suddenly developed a screen controller problem.

So I found the original packaging, located the credit-card statement showing the payment, and headed off this afternoon to Waterstone's in Cardiff, which was where I had bought it.

I was actually a bit nervous about this. Electronics stores are probably used to customers with faulty appliances. But Waterstone's, being a bookseller, probably isn't so experienced in this area. So I printed out a summary of the Sale of Goods Act (Revised), just in case.

Anyway, I needn't have worried. The sales assistant (a calm and efficient young man, called Chris), explained that the device was still covered by the Sony guarantee, as well as by UK consumer rights. After the first month (when faulty devices are exchanged) the procedure is to send faulty units off to Sony, who either replace or repair them. He offered me the choice of doing it myself, or letting the store do it. As the retailer is responsible, under UK consumer law, I opted for the latter. I'm not very trusting, so asked for a receipt, to prove that I had handed the device to Waterstone's, and they provided one without demur.

Apparently, it seems that, according to the store staff, I'll have to wait for two or three weeks, because Sony aren't very quick. But the experience went a lot more smoothly than I had feared.

I'll let people know how long it actually takes.

Meanwhile, I'm very glad that I didn't sell my old PRS 500, when I updated to the 505. It also seems unlikely that I'll have the 505 back in time for the Paris meet-up, which is a pity.
In fact, I've also been wondering whether to buy a spare 505 while they're still available, just in case. I don't like the 300 because the ergonomics aren't so good (for me); and I don't like touch-screens, so the 600 isn't for me either. Actually, I think Sony are a bit mad to discontinue the 505, which has a great screen and brilliant ergonomics.

09-03-2009, 09:14 PM	#1
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Review: Waterstone's UK Customer Service British members might find my experience with Waterstone's of interest, should their Sony Readers ever develop a fault. I bought my PRS 505 last Christmas. Recently it suddenly developed a screen controller problem. So I found the original packaging, located the credit-card statement showing the payment, and headed off this afternoon to Waterstone's in Cardiff, which was where I had bought it. I was actually a bit nervous about this. Electronics stores are probably used to customers with faulty appliances. But Waterstone's, being a bookseller, probably isn't so experienced in this area. So I printed out a summary of the Sale of Goods Act (Revised), just in case. Anyway, I needn't have worried. The sales assistant (a calm and efficient young man, called Chris), explained that the device was still covered by the Sony guarantee, as well as by UK consumer rights. After the first month (when faulty devices are exchanged) the procedure is to send faulty units off to Sony, who either replace or repair them. He offered me the choice of doing it myself, or letting the store do it. As the retailer is responsible, under UK consumer law, I opted for the latter. I'm not very trusting, so asked for a receipt, to prove that I had handed the device to Waterstone's, and they provided one without demur. Apparently, it seems that, according to the store staff, I'll have to wait for two or three weeks, because Sony aren't very quick. But the experience went a lot more smoothly than I had feared. I'll let people know how long it actually takes. Meanwhile, I'm very glad that I didn't sell my old PRS 500, when I updated to the 505. It also seems unlikely that I'll have the 505 back in time for the Paris meet-up, which is a pity. In fact, I've also been wondering whether to buy a spare 505 while they're still available, just in case. I don't like the 300 because the ergonomics aren't so good (for me); and I don't like touch-screens, so the 600 isn't for me either. Actually, I think Sony are a bit mad to discontinue the 505, which has a great screen and brilliant ergonomics.