Quote:
Originally Posted by emonti8384
I was within the first 90 days of my warranty so I qualified for an "Advanced Exchange." ....
and
...I would try calling first if I were you. Don't call customer service; call technical support, they are the ones that handle everything. Customer service doesn't know anything. Gotta love 'em!  |
New member here. This is a great forum/website.
I just purchased two PRS-600's (a silver and a black one). The silver one is just fine. The black one, sadly, suffers the sun fade issue. I purchased online and the retailer is now sold out (I can't exchange) so I am interested in exchanging with Sony. A couple of questions:
1) With Sony's 'Advanced Exchange' program do they exchange new for new or do they send refurbs? Obviously, I feel I should get a new unit but is it necessary to force the issue upfront with Sony?
2) Is there a cost involved to the customer with the Advanced Exchange?
3) You mention calling tech support over customer service. What is the tech support number? Does Tech support have to approve an exchange anyway so is that why it is best to start there?
Any advice in getting a painless exchange with Sony would be appreciated. I absolutely hate calling for service and meeting hassles right upfront.
In testing the two indoors, the silver one has a darker overall screen and better contrast than my sun fade prone black one. I wonder if the ones that sun fade start out too light to begin with? The black one, while certainly readable, definitely has lighter print in all situations indoors and out.
I've read on Kindle boards people exchanging mutliple Kindles before getting a non-fade screen. Just what percentage of screens suffer this problem?
Finally, I wonder how many unsuspecting owners there are that have sun-fade prone units but don't know it because they've never read them outdoors. I almost regret knowing about the problem. Had it not been for this forum I probably wouldn't have torture tested mine and never known. But now I know.....
Thanks!
EDIT: I decided to go a different route. I just called Crutchfield (where I purchased the defective 600) and they are overnighting me a new 600 free of charge. I would have done this in the first place but they were on backorder all last week but now they are back in stock). I guess there's a reason they are known for great customer service (this was my first defective product purchase from them)! I'll have 15 days to return the defective unit. Finger's crossed the new one will be okay.