Aura HD Lines on bottom of screen

[hf.tan]

Hi Guys,

My Aura HD was a gift from a friend who brought it in the states for me. I'm currently residing in Singapore.


I've had the Aura HD since may this year, and it was working perfectly fine up until this week, when it started displaying fuzzy lines at the bottom of screen.

Initially, the lines only obscured the page numbers display, but seems to slowly working its way up the screen. The menu and other options are still functional , just that i have to press around to figure the right buttons...


I've already tried a basic and factory reset, but that did not resolve the issue.I've also scoured the forums threads here for similar problems, but i cant seem to find a solution as well. My best guess at the moment is that the screen is damaged? or leaking?

I've sent a email to Kobo' customer care already, but judging from their response time by the posters here who encountered hardware issues, i won't be holding my breath...



In addition, i have another logistics issue; As i am currently residing in Singapore, my understanding is that Kobo does not ship directly to my country, ( assuming i can manage to get a replacement )

Another alternative i was thinking of was to get a third party forwarder ; e.g Fedex or UPS to ship the replacement over if it's possible...

Secondly, because it was a gift, my friend did not bother to keep a receipt; therefore i am concerned that Kobo will not honour the warranty without it.I only still have the box with the serial number as proof of verification.

The e-reader has sentimental value to me, and i really cant bear to chunk it in the bin just like that...

Would like to ask around if any of the members had (1) issues with these fuzzy lines and (2) any experiences of dealing with Kobo logistics from overseas?

Thanks guys!!

[meeera]

I can't see any definite signs of a screen fracture (diagonal or curved lines), though that might not completely rule it out. I've not seen this exact issue before, sorry.

Kobo has shown some improvements in customer service recently I believe, however do not use email for your contact if at all possible - use phone or live chat.

[Dr. Drib]

If that's on every single page of every book you've ever looked at....

OK, let me start over: If that doesn't go away, or hasn't gone away, then you may have a broken substrate in that area of the screen.

IF that is the case, then it may have been damaged in shipping.

I hope that I'm wrong about everything I said above, so that what's wrong is possibly fixable. If it IS a broken substrate, then the screen is beyond repair.

Sorry - again, I hope I'm wrong.

[filmo]

Originally Posted by hf.tan

I've had the Aura HD since may this year, and it was working perfectly fine up until this week, when it started displaying fuzzy lines at the bottom of screen.

Initially, the lines only obscured the page numbers display, but seems to slowly working its way up the screen. The menu and other options are still functional , just that i have to press around to figure the right buttons...

Damaged screens often progressively affect more screen area over time as you describe. This could be caused by impact, or pressure to screen or reader with no other visible damage. Frame twisting is also a common cause that covers do little to prevent. Thin, light weight, larger screen readers are popular but I think that also makes it easier to damage screen.

[robko]

This one looks more like a controller or cable issue rather than a broken substrate. Broken substrates almost always have some section that isn't exactly straight/parallel to side or bottom. There have been rare cases like this one where it is physical defect with the reader (rather than a broken substrate which is considered user error), thus it should be covered under warranty (which a broken substrate wouldn't be) and I believe Kobo has covered them. Unfortunately it sounds like getting warranty coverage is going to be a challenge for other reasons (shipping) for you. Good luck!