iLiad 75 euro reinstall

ali · 08-22-2006, 05:48 PM

This mail stands for itself:

Code:

Date: Tue, 22 Aug 2006 09:05:24 +0200
From: TechSupport <techsupport@irextechnologies.com>
To: <ali>
Subject: WG: Ticket number: 364

Dear Mr. <ali>, 

Probably some files have been damaged/removed, which prevents the iliad to
boot correctly. This is not covered within the warranty.

We can offer a reinstallation. The cost for reinstallation and transport
costs to pick up the iLiad and send him back is 75 euro. 

Would you please inform us, if you want your iLiad to be repaired?

Thanks in advance.

Kind regards
<some name>

scotty1024 · 08-22-2006, 06:27 PM

So if their iDS upgrade process eats my iLiad I'm not covered?

That doesn't sound too wonderful. We're beta testing their product, bad things can and likely will happen, and we get to pick up the bill?

hoberion · 08-22-2006, 07:26 PM

nice...

Janus · 08-23-2006, 12:53 AM

b_k · 08-23-2006, 02:45 AM

same here. Files damaged (cause they let their applications obviously move files and write manifest.xml's everywhere in the Filesystem)= user fault = no warranty = 75 EUR

I want a way to flash that thing myself, or at least a serial console.

tribble · 08-23-2006, 03:27 AM

If they do not provide protection for important system files, i bet, that this will have to be repaired within warranty terms.

Its not our fault, that they let all the applications run as root. Use different users (as mentioned by forum members before) and no harm could have been done.

Since reading files from the internal memory via browser is possible and a known issue, i dont think, they can deny warranty.

DHer · 08-23-2006, 03:40 AM

Ouch. It's one thing if you f**k up your iliad by trying to implant a back door, but a bug in a documented feature (the directory listing) shouldn't be a reason to make you pay.

I would say it's warranty or, if this doesn't help, follow the gpl violation path. But this would mean that you won't see you iliad back very soon.

TadW · 08-23-2006, 04:08 AM

I am not sure why they hesitate to release the sources as they should do and allow us to reflash the device ourselves. I don't buy this "we have to clean up the sources first" excuse that's been around for months.

But then again - 75 Euro isn't a bad extra income for them - it's a 10 percent extra in addition to the original purchase price.

Drops · 08-23-2006, 05:13 AM

I agree, they can't deny warranty. Just put the thread in their forum, that will add some extra pressure and help them to rethink their policies.

This company really needs to learn a LOT ....

b_k · 08-23-2006, 05:23 AM

ali had that idea already:
http://forum.irexnet.com/viewtopic.php?t=245

Drops · 08-23-2006, 05:49 AM

Quote:

Originally Posted by b_k

ali had that idea already:
http://forum.irexnet.com/viewtopic.php?t=245

Oooops

Thanks, missed it.

Riocaz · 08-23-2006, 08:10 AM

Is it just me or does Jan's response, read as extremely condescending, and downright rude?

Not to mention the fact that he's essentially saying "To buy you off and stop you complaining so publically, we will push your repair through quick".

--edit--

Sorry I couldn't resist responding to him, and pointing out an obvious flaw in his respose (at least to a novice like me) and call him on the buying you off point.

b_k · 08-23-2006, 08:28 AM

do you really think that will stop me from complaining, that a local flash update/overwrite (be it from a memory card, usb-stick or over ethernet) or a console of some kind (serial or ethernet), could have avoided all that?

For me this "one-time free rapair" reads like:
We repair it this time for free, so stop poking around in the innards of the system or the next time you will have to pay for sure.

I admit looking through the system files, with the content lister was neither clever nor "daily use". But I still keep my point, that this happened is a flaw in the software concept of the device (running everything as root ...).

TadW · 08-23-2006, 08:34 AM

I avoid talking to their forum (for obvious reasons, I don't like their sometimes rude voice and I don't like being "accused" of things), so I quote employee Jan here again:

Quote:

Reading files with standard Linux tools will not harm the iLiad.

What are standard Linux tools? Tools like SSH?

Quote:

If you create "content" yourselves in order to hack the iLiad you are basicly not using the iLiad for the purpose it is designed for. In a normal user behavior this situation will not happen. That is why the service desk responded as they did.

Can anyone explain me "normal user behavior" and how using a built-in feature can be considered hacking?

Quote:

I can understand you want your iLiad repaired, but than face the consequences of your actions without pretending you "did not do anything abnormal" and sharing your frustration in many forums since we react as you could have expected.

Yes, dear customer, face the consequences and get rude remarks for your criminal actions.

Quote:

We will prepare a fix to the ContentLister to prevent these kind of "accidents" and will release this in the coming days for users to download.

Ahh, and suddenly here he talks about a software fix.

Janus · 08-23-2006, 09:11 AM

I dont post here alot but I dont see Sony having an Development forum where you can communicate openly to engineers... maybe time to be a bit more positive and use this opportunity to work with them instead of against them, before they change their mind.

just my 2cents.

08-23-2006, 03:40 AM	#7
DHer Addict Posts: 261 Karma: 156 Join Date: Jul 2006 Device: iliad	Ouch. It's one thing if you f*k up your iliad by trying to implant a back door, but a bug in a documented feature (the directory listing) shouldn't be a reason to make you pay. I would say it's warranty or, if this doesn't help, follow the gpl violation path. But this would mean that you won't see you iliad back very soon. Last edited by Alexander Turcic; 11-19-2010 at 02:54 PM.*

08-23-2006, 08:10 AM	#12
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	Is it just me or does Jan's response, read as extremely condescending, and downright rude? Not to mention the fact that he's essentially saying "To buy you off and stop you complaining so publically, we will push your repair through quick". --edit-- Sorry I couldn't resist responding to him, and pointing out an obvious flaw in his respose (at least to a novice like me) and call him on the buying you off point. Last edited by Riocaz; 08-23-2006 at 08:24 AM.

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08-22-2006, 06:27 PM	#2
scotty1024 Banned Posts: 1,300 Karma: 1479 Join Date: Jul 2006 Location: Peoples Republic of Washington Device: Reader / iPhone / Librie / Kindle	So if their iDS upgrade process eats my iLiad I'm not covered? That doesn't sound too wonderful. We're beta testing their product, bad things can and likely will happen, and we get to pick up the bill?

08-22-2006, 07:26 PM	#3
hoberion Junior Member Posts: 8 Karma: 10 Join Date: May 2006 Device: irex iliad	nice...

08-23-2006, 12:53 AM	#4
Janus Member Posts: 20 Karma: 35 Join Date: Jul 2006 Device: iRex iLiad

08-23-2006, 02:45 AM	#5
b_k Übernerd Posts: 238 Karma: 74 Join Date: Jun 2006 Location: Germany Device: iRex iLiad	same here. Files damaged (cause they let their applications obviously move files and write manifest.xml's everywhere in the Filesystem)= user fault = no warranty = 75 EUR I want a way to flash that thing myself, or at least a serial console.

08-23-2006, 03:27 AM	#6
tribble iLiad Maniac Posts: 1,382 Karma: 2369 Join Date: Apr 2006 Location: Germany Device: Bookeen Opus (i love that thing) and iPad (what an irony)	If they do not provide protection for important system files, i bet, that this will have to be repaired within warranty terms. Its not our fault, that they let all the applications run as root. Use different users (as mentioned by forum members before) and no harm could have been done. Since reading files from the internal memory via browser is possible and a known issue, i dont think, they can deny warranty.

08-23-2006, 04:08 AM	#8
TadW Uebermensch Posts: 2,583 Karma: 1094606 Join Date: Jul 2003 Location: Italy Device: Kindle	I am not sure why they hesitate to release the sources as they should do and allow us to reflash the device ourselves. I don't buy this "we have to clean up the sources first" excuse that's been around for months. But then again - 75 Euro isn't a bad extra income for them - it's a 10 percent extra in addition to the original purchase price.

08-23-2006, 05:13 AM	#9
Drops Connoisseur Posts: 65 Karma: 10 Join Date: May 2006	I agree, they can't deny warranty. Just put the thread in their forum, that will add some extra pressure and help them to rethink their policies. This company really needs to learn a LOT ....

08-23-2006, 05:23 AM	#10
b_k Übernerd Posts: 238 Karma: 74 Join Date: Jun 2006 Location: Germany Device: iRex iLiad	ali had that idea already: http://forum.irexnet.com/viewtopic.php?t=245

08-23-2006, 08:28 AM	#13
b_k Übernerd Posts: 238 Karma: 74 Join Date: Jun 2006 Location: Germany Device: iRex iLiad	do you really think that will stop me from complaining, that a local flash update/overwrite (be it from a memory card, usb-stick or over ethernet) or a console of some kind (serial or ethernet), could have avoided all that? For me this "one-time free rapair" reads like: We repair it this time for free, so stop poking around in the innards of the system or the next time you will have to pay for sure. I admit looking through the system files, with the content lister was neither clever nor "daily use". But I still keep my point, that this happened is a flaw in the software concept of the device (running everything as root ...).

08-23-2006, 09:11 AM	#15
Janus Member Posts: 20 Karma: 35 Join Date: Jul 2006 Device: iRex iLiad	I dont post here alot but I dont see Sony having an Development forum where you can communicate openly to engineers... maybe time to be a bit more positive and use this opportunity to work with them instead of against them, before they change their mind. just my 2cents.

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