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Old 07-11-2007, 02:16 PM   #201
bluephoenix
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bluephoenix began at the beginning.
 
Posts: 2
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Join Date: Jul 2007
Device: Sony eReader - PRS500
Problem from sony reader

Hello,

I have ordered the SONY reader PRS500 from europe, through B&H photo (actually this was a gift). It worked great and I really liked it.

3 months and 3 days later, the screen stopped working (white and black areas starting from a central point, no physical damage on the surface!!, no mishandling between the time it worked properly and the time it ceased to work).

Sony europe does not take in charge customer support and repairs for a product bought in the US. B&H does not help. Sony US wants an address and a phone in the US and does not want to send the device back to europe. This is not helpfull... Anyway, I have found a contact in the US, and I sent the broken PRS500 to them with this contact.

Now, they say that I must pay $272 to repair it (does not include shipping to europe). Their warranty lasts 3 months, and their flat repair rate does not include screens.

Now, a new PRS500 costs $298 (prices have dropped)

I tried to negociate with the customer service, with no success. I apparently only have a few days to decide. I tried to speak to their supervisor, I was to told to wait more than 30 minutes...

So just be warned, SONY has a sexy product.... while it works. Their warranty and repair policy is a disaster, totally unworthy from a serious company. More than $400 are gone in 3 months : the e-reader had a fault, and they won't repair it for a reasonnable price.

Finally, I am worried, because I have seen several other cases like me in the forums (faulty screen, high repair costs), so I am not isolated.

If anyone from SONY is reading this, and is willing to help, please react to this post.
==> I'll keep you posted if the situation improves.

Meanwhile, think really hard before you buy a ereader...

Bluephoenix
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