PRS-950 Best Buy Sold Demo Units

[Bookworm_Girl]

Originally Posted by Mr. Goodbar

The version info on mine is: 1.0.00.09300

Very interesting. I have the same software version 1.0.00.09300 installed on my 950. I did not buy mine from Best Buy. Mine was ordered, shipped and received from the Sony website all within the last few days. Therefore, I suspect your replacement will be similar.

Maybe the support tech was incorrect or perhaps there is an update coming soon for everyone? If anyone has a different software version, then please let us know.

Unless it was some kind of embedded software that could not be reflashed, that sounds like a line of pooh from Sony. But I agree with you, I would not have taken any chances and would get it replaced while the offer is on the table.

I wonder if this has had any effect on Sony's relationship with Best Buy. Although IMHO Sony has done a terrible job with this release so I wouldn't expect retailers to really know what exactly Sony had wanted and/or required from them. This whole release has been as though Sony doesn't even care that much.

[Seanette]

Originally Posted by Mr. Goodbar

This has been posted elsewhere within other threads, but I just confirmed with Sony that the PRS-950's sold by Best Buy where demo units. Following advice from user rk67668 I contacted Sony this morning. Using a combination of the serial number and version number they determined it was a demo unit. I need to email them a copy of my receipt and they indicated they would arrange to replace the device. I have an open case and they said I would be contacted within 48 hours for replacement details.

My unit is working fine, but I was curious based on the other posts and also didn't want to run into any warranty issues if I needed to make a claim. If you haven't already done so, you may want to contact them as well.

I'm puzzled by why it's an issue, especially if the "demo" was still in a sealed package (thus had not been handled by shoppers).

[Abisha]

Originally Posted by Mr. Goodbar

The version info on mine is: 1.0.00.09300

In regards to other comments. These "demo" units where in regular retail packaging with all paperwork and accessories. They don't appear to be different in any way, but according to the rep they do not have the final software version. We'll have to wait until one of us get the replacement to see the difference in version number. My unit has worked just fine, but I don't want to end up with warranty issues should I ever need to make a claim.

As it seems that Mr. Goodbar and I are in similar position, both having purchased units from Bestbuy that were not disclosed as being Demo units. I very much expect that if in fact it is true that these units do not have the final 'gold' firmware, I expect to be either reimbursed or have a replacement model shipped. I to can confirm that the firmware on my my unit is version 1.0.00.09300. Could someone please check and post the firmware of your Units?

[doctj]

Originally Posted by Abisha

As it seems that Mr. Goodbar and I are in similar position, both having purchased units from Bestbuy that were not disclosed as being Demo units. I very much expect that if in fact it is true that these units do not have the final 'gold' firmware, I expect to be either reimbursed or have a replacement model shipped. I to can confirm that the firmware on my my unit is version 1.0.00.09300. Could someone please check and post the firmware of your Units?

Same firmware here.

[Mr. Goodbar]

As I said before, I wasn't really worried about this being a demo since it was brand new when I got it and in a factory sealed box. However, I didn't want to run into any potential issue if I ever need to file a warranty claim. I would have bent just as happy to have Sony say it was not an issue, but they are the ones who want to replace it. Since this is costing them money to do it, I can only assume there is a reason for it.

[jerryleejr]

Originally Posted by Mr. Goodbar

As I said before, I wasn't really worried about this being a demo since it was brand new when I got it and in a factory sealed box. However, I didn't want to run into any potential issue if I ever need to file a warranty claim. I would have bent just as happy to have Sony say it was not an issue, but they are the ones who want to replace it. Since this is costing them money to do it, I can only assume there is a reason for it.

Just a note it took me a month to get my replacement 650 from Sony.

JJ

[rhadin]

Originally Posted by Abisha

I to can confirm that the firmware on my my unit is version 1.0.00.09300. Could someone please check and post the firmware of your Units?

I purchased my 950 direct from Sony Style and my firmware is 1.0.00.09300.

[MobileTechReview]

Hmmm, so the SonyStyle ones and the BB ones have the same firmware, and BB has inventory and is still selling them in the 5 stores closest to me-- they've restocked and I really doubt these are additional demo units. Makes me doubt Sony Support (and they don't have the best track record).

[stodge]

I was in Futureshop today (owned by Best Buy) and all of their Sony ereaders were stored in large see-through plastic boxes and most seemed to open.

[Bookworm_Girl]

Originally Posted by MobileTechReview

Hmmm, so the SonyStyle ones and the BB ones have the same firmware, and BB has inventory and is still selling them in the 5 stores closest to me-- they've restocked and I really doubt these are additional demo units. Makes me doubt Sony Support (and they don't have the best track record).

Yes, it appears BB has replenished their inventory. A few days ago my local stores were out-of-stock and now they all show "AVAILABLE".

I would not place any confidence in what the Best Buy website shows as in stock or out of stock. The BB website currently lists the Nookcolor as a pre-order item yet if you check store availability it shows available for pickup today (Nov 7). It won't even be released until Nov 19! I noticed the BB website going nuts a few weeks ago. My guess is they are using new or updated inventory tracking software that is flaky, and/or they hired some new IT folks who are flaky.

[Mr. Goodbar]

I think it's certainly possible that Sony Support is wrong about this, but I can't understand why they would be so quick to want to replace the unit if they didn't have some reason to. I didn't actually request a replacement, I just asked them about what I had read online. I also told them the unit I had was working just fine. They were the ones who initiated the replacement. Let's be honest, they're not known for exceptional customer support and this is costing them money. They are shipping me a new unit before I need to return the existing one, paying for shipping for both devices and apparently giving me a gift card for my trouble.

I'll post an update once I hear back from them. Who knows, they may call me back and say that support made a mistake. It wouldn't bother me since the unit I have is working fine.

It is hard to tell. I suspect either there is something wrong with the so-called demo units, which I doubt, or Sony CS is confused, which is highly likely. CS reps are not the brightest people. That is why they are scripted. And part of the script at some point is "to hell with it, just replace the darn thing"!

[Mr. Goodbar]

Originally Posted by jswinden

It is hard to tell. I suspect either there is something wrong with the so-called demo units, which I doubt, or Sony CS is confused, which is highly likely. CS reps are not the brightest people. That is why they are scripted. And part of the script at some point is "to hell with it, just replace the darn thing"!

I agree in for the most part. My career has been spent largely in running customer support organizations, although more focused on enterprise businesses and "higher touch" operations. That's given me a view into many call centers and the entire offshore strategy. The consumer side of things is definitely about as low as you can go on the pecking order and is typically used as the "feeder" operation, resulting in perpetual lack of knowledge and expertise. They are also typically the last group to really know what is going on, but most companies do not jump to a replacement approach as the first step. It's just too costly to do that with a very low margin product. Either way, my current reader is working just fine and providing me with just what I want in a reader.