[dclavey]

Sony support have cut me off

Here is the email trail:

Me to Sony:

The product description for the PRS-600 states:

"Add more memory with MS Duo (up to 16GB) and SD card (up to 16GB) slots for up to 13,000 eBook titles "

Now it is possible to get 13,000 ebooks or more on the card - however after you have used USB comms to add one more book you have to wait 12 hours for the unit to reindex, even when you use the "Sony eBook Library".

So I want to know how can I load 12,000 ebooks and not cause a reindex for 12 hours ?

Sony's Reply:

Thank you for your recent e-mail received on 03/10/2009 01.39 PM.

I am sorry to learn of the issue you have encountered with your Sony PRS-600.

I would recommend that you download the firmware update for your product, from the link below.

http://support.sony-europe.com/dna/p...n_GB&m=PRS-600

I trust that this will be of assistance to you.

Yours sincerely

Nick Burbridge

Thank you for filling out our enquiry form. If the suggested solutions below do not answer your question and you choose, or have chosen to submit your question, it will be allocated to one of our agents for reply.

In the meantime, we think that the following answers may help with your question:
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• Reader PRS-505 : Cannot view a pdf file from a memory stick or SD card
• Reader PRS-505 : Can not be switched on when connected to a PC
• Reader PRS-505 : My Reader will not charge
• Reader : PRS-505 Is it safe to just disconnect the Reader from the PC

My Reply:

Nick

I am very unhappy with your reply because you are not taking the problem seriously. This appears to be a Product (i.e. all PRS-600's) problem, not a problem with my unit. Please re-read my problem description.

For your information (From About Box):
Sony Touch PRS-600 is version 1.0.01.08040
eBook Library version 3.0.00.08040

I have also reset the Sony Touch PRS-600 to factory state and reformatted both the internal flash and the 8G Duo Flash Card and repeated my experiments.

So I want to know how can I load 12,000 ebooks and not cause a reindex for 12 hours?

From Sony:

Thank you for your reply.

The link you have provided details specifically Hacking on the PRS-600, this would suggest the product has been changed from original specifications.

I regret that I cannot offer any further assistance and I will be passing the link details to another department.

Yours sincerely

Nick Burbridge

I replied

Nick

Your answer to my question is almost unbelievable. I am completely shocked. I have always been a Sony Product fan and here I am telling you about a deficiency in your product and you reply with nonscence! "this would suggest the product has been changed from original specifications".

I have a new PRS-600 which is completely in pristine condition, which I have been trying to put 13,000 ebooks on as your advert says. It became quite clear with experiments that when I got above 2,000 ebooks the machine became very very slow when it is loading. Basically unusable for long periods whenever the USB is connected and disconnected.

I asked all sorts of experts on the www.mobileread.com web site as to what I should do. But with the goal of discovering how to get 13,000 books on the PRS-600.

My PRS-600 is not hacked in any way, as far as I know it is completely unhackable.

I do not think that returning my machine to factory condition and reformatting the internal memory and Duo memory is hacking as I was following the instructions in your manual.

I am very suspicious of the "Sony eBook library" software which appears to create "faulty" (not sure how) indexes (cache) files. I am a very computer literate person so carried out lots of tests after my attempt to load 3,000 books failed on day one of having the new device.

Sorry when I say "pristine condition" obviously as soon as I started up "Sony eBook Library" for the first time it straight away downloaded the latest firmware release. Indeed your first email to me said download the latest firmware release.

The only other modification I have made to the product is to fit it inside a "Sony Leather Cover" and put a 8G Duo memory card and a 16G SD Card in it. Why so much memory - My original thoughts were to put my library of eBooks on the device - like your advert says.

Lastly

"I will be passing the link details to another department" - hopefully you are esculating my call to your R&D guys. Because you have a product problem here I think.

Currently I have only 100 books on the device and it operates sweetly, I love it. This is the first sony reader I have bought. I did wonder whether to get the PSR-300 but finally splashed out extra cash and bought the PRS-600 because your adverts promised you could put upto 13,000 eBooks on it.

I am also assuming that this problem with your device will take a while for your software guys to fix, which I will accept.

I suggest you give me a call around 11:00 tomorrow to discuss this problem in detail, or email me back and suggest another time.

regards

David

Sony replied

No email, no phone message .... silence ...

#@&*£$