PRS-950 Best Buy Sold Demo Units - Page 4

Mr. Goodbar · 11-12-2010, 12:07 PM

Quote:

Originally Posted by jswinden

Ahhhh! They left out the phone SIM card I bet. I never thought about that. The 900 would have been easy to open and insert one, but the 950 is not capable of being opened, so they have to send out replacements. Well that confirms my theory that there had to be some sort of non-firmware issue.

So sony tried to save a few pennies by leaving out a cheap SIM card but Best Buy did their usual dummer-than-dirt routine and in the end Sony winds up paying shipping costs for perhaps dozens, if not hundreds, of replacement units. I bet Sony wishes they hadn't tried to save a few pennies now!

And perhaps next time they will remember to factor in the stupidity level of retailers.

Actually my unit works fine on both 3G and wifi. I haven't had any issues with it at all, but I guess there is some reason they are replacing it. I just spoke with them and they said I should have the replacement on Monday.

Ken401 · 11-12-2010, 12:26 PM

Quote:

Originally Posted by petercreasey

When you called Sony, did they tell you that they would call you in the 24 - 48 hours to set up sending the replacement?

Or did I get a run-around?

I was told about a call back as well. Something about a supervisor needing to approve. That was just an hour ago, so we will see.

Mr. Goodbar · 11-12-2010, 12:35 PM

Quote:

Originally Posted by Ken401

I was told about a call back as well. Something about a supervisor needing to approve. That was just an hour ago, so we will see.

That was the message I received when I first contacted them last Friday. They had me email a copy of my receipt and they did open a case and said I would be contacted with details on the exchange process. They never called and I called them back today after getting the email. He apologized for me not receiving the call and told me he changed the status to critical and I should have the replacement on Monday. He confirmed all my contact details and did tell me he had confirmation of shipment for the replacement, but I'm not holding my breath for a Monday delivery. The unit I have works fine so no big deal if it takes longer.

jswinden · 11-12-2010, 01:17 PM

Quote:

Originally Posted by Mr. Goodbar

Actually my unit works fine on both 3G and wifi. I haven't had any issues with it at all, but I guess there is some reason they are replacing it. I just spoke with them and they said I should have the replacement on Monday.

In that case, it sounds like Sony CS stupidity. If it works why would they exchange it? Firmware can be updated locally. If the hardwar is all there, then there is no reason to replace it AFAIK.

Mr. Goodbar · 11-12-2010, 01:27 PM

Quote:

Originally Posted by jswinden

In that case, it sounds like Sony CS stupidity. If it works why would they exchange it? Firmware can be updated locally. If the hardwar is all there, then there is no reason to replace it AFAIK.

Seems rather odd to me as well. I'm thinking they don't really have a good way to determine which are demo's versus retail out of the original best buy shipment and they are playing it safe by swapping all of them, but who knows. Seems odd that they would want to go to the expense of replacing all of these if there wasn't a valid reason, but sometimes money is not the prime driver. They might not want to risk a customer satisfaction issue.

petercreasey · 11-12-2010, 02:03 PM

My existing 950 has been working so well I'm almost reluctant to accept the exchange; however, I have decided to go on and do it.

They required a credit card number to ensure I send them my original 950 after I receive the new one.

mrtibbs · 11-12-2010, 02:05 PM

*UPDATE* I've just received a phone call from Sony. They will be shipping me out a new PRS-950. Since I didn't have my receipt they asked for a valid credit card in order for them to ship it. Another funny note is that he asked what color my PRS-950 was Silver or Black...is there really a Black version?

Ken401 · 11-12-2010, 02:35 PM

@mrtibbs: ..is there really a Black version?

Don't get me started (see thread about 950 case color). I am not sure anyone has ever seen one, but several of us have seen indications on Sony's website and at least one vendor's site that a black version was at least contemplated. Most recent indications are that none are forthcoming though.

mplkn · 11-12-2010, 03:13 PM

Very interesting...

I also received the email and called in.

They asked for the serial# off the barcode label on the back, and asked me to read them the firmware version out of the settings.

The agent then looked up the unit and said that based on the serial number I provided, mine was not one of the units sold by BestBuy that was a demo unit (I had not mentioned BestBuy...), and therefore, no further action was required.

He went on to explain that the email went out to all who had purchased from BestBuy, but that not all units sold were the ones they were seeking to replace.

So he said that I will keep the unit I bought, and that he was closing the case number.

Sounds as if they opened a case# for each unit sold, they're checking off the serial numbers as folks call in, and the recall (or whatever we'd properly call this action) does not apply to all serial numbers sold.

So - some more grist for the mill...

Best wishes, all --
mplkn
Michael

mrtibbs · 11-12-2010, 03:19 PM

I was hoping Sony would package a nice $20 Ereader Store Gift card along with my replacement reader

Ken401 · 11-12-2010, 03:37 PM

They asked me for the serial number but not firmware version. Good to know they have some idea of which ones they want to exchange. I am assuming you (mplkn) received the e-mail after registering and thereby indicating the place of purchase was Best Buy.

Mr. Goodbar · 11-12-2010, 05:28 PM

Quote:

Originally Posted by mrtibbs

*UPDATE* I've just received a phone call from Sony. They will be shipping me out a new PRS-950. Since I didn't have my receipt they asked for a valid credit card in order for them to ship it. Another funny note is that he asked what color my PRS-950 was Silver or Black...is there really a Black version?

I asked about that as well as they arranged my replacement. He said they originally had planned on black, switched to silver and they may or may not release a different case color in the future.

ZombieEatsYou · 11-12-2010, 08:11 PM

I got the email also and called them. They asked for the SN and version number. He knew I got it from BB as well. He asked specifically if the 3G was working. I turned off the wireless and used 3G to log into the reader store, which it did. He said that even though it seems to work okay that my serial number fell into the range their tech division told him had the "issues." They got a CC number for the exchange, said I should get the new one with 72 business hours.

jerryleejr · 11-12-2010, 08:13 PM

Already had returned my to BB so no harm no foul except other obligations have tied me up so I have to put the reader purchase on hold until after the holidays but maybe by that time a better color will be available.

JJ

snico · 11-12-2010, 08:19 PM

Hey Zombie what is your version number?

11-12-2010, 02:35 PM	#53
Ken401 Addict Posts: 218 Karma: 417978 Join Date: Nov 2009 Location: St. Louis, MO USA Device: PRS-T1, PRS-950, PRS-505, Nexus 10, Xoom	@mrtibbs: ..is there really a Black version? Don't get me started (see thread about 950 case color). I am not sure anyone has ever seen one, but several of us have seen indications on Sony's website and at least one vendor's site that a black version was at least contemplated. Most recent indications are that none are forthcoming though. Last edited by Ken401; 11-12-2010 at 02:42 PM.

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11-12-2010, 02:03 PM	#51
petercreasey Wizard Posts: 1,187 Karma: 1119516 Join Date: Aug 2009 Device: Sony: PRS 950 & T1, Kobo: Aura One & Forma	My existing 950 has been working so well I'm almost reluctant to accept the exchange; however, I have decided to go on and do it. They required a credit card number to ensure I send them my original 950 after I receive the new one.

11-12-2010, 02:05 PM	#52
mrtibbs E-book Genius Posts: 20 Karma: 10 Join Date: Nov 2010 Location: Cherry Hill, NJ Device: PRS 950	UPDATE I've just received a phone call from Sony. They will be shipping me out a new PRS-950. Since I didn't have my receipt they asked for a valid credit card in order for them to ship it. Another funny note is that he asked what color my PRS-950 was Silver or Black...is there really a Black version?

11-12-2010, 03:13 PM	#54
mplkn Junior Member Posts: 8 Karma: 10 Join Date: Feb 2008 Device: Sony Reader PRS-950, PRS-900, PRS-600	Very interesting... I also received the email and called in. They asked for the serial# off the barcode label on the back, and asked me to read them the firmware version out of the settings. The agent then looked up the unit and said that based on the serial number I provided, mine was not one of the units sold by BestBuy that was a demo unit (I had not mentioned BestBuy...), and therefore, no further action was required. He went on to explain that the email went out to all who had purchased from BestBuy, but that not all units sold were the ones they were seeking to replace. So he said that I will keep the unit I bought, and that he was closing the case number. Sounds as if they opened a case# for each unit sold, they're checking off the serial numbers as folks call in, and the recall (or whatever we'd properly call this action) does not apply to all serial numbers sold. So - some more grist for the mill... Best wishes, all -- mplkn Michael

11-12-2010, 03:19 PM	#55
mrtibbs E-book Genius Posts: 20 Karma: 10 Join Date: Nov 2010 Location: Cherry Hill, NJ Device: PRS 950	I was hoping Sony would package a nice $20 Ereader Store Gift card along with my replacement reader

11-12-2010, 03:37 PM	#56
Ken401 Addict Posts: 218 Karma: 417978 Join Date: Nov 2009 Location: St. Louis, MO USA Device: PRS-T1, PRS-950, PRS-505, Nexus 10, Xoom	They asked me for the serial number but not firmware version. Good to know they have some idea of which ones they want to exchange. I am assuming you (mplkn) received the e-mail after registering and thereby indicating the place of purchase was Best Buy.

11-12-2010, 08:11 PM	#58
ZombieEatsYou Groupie Posts: 176 Karma: 1001283 Join Date: Apr 2010 Location: Barricaded on the 2nd floor Device: Kindle Fire HD 7" & 8.9"/Sony PRS 950/Entourage eDGe/Acer A500	I got the email also and called them. They asked for the SN and version number. He knew I got it from BB as well. He asked specifically if the 3G was working. I turned off the wireless and used 3G to log into the reader store, which it did. He said that even though it seems to work okay that my serial number fell into the range their tech division told him had the "issues." They got a CC number for the exchange, said I should get the new one with 72 business hours.

11-12-2010, 08:13 PM	#59
jerryleejr Koby-rific! Posts: 944 Karma: 191112 Join Date: Jan 2008 Location: 2' From My MacBook Pro Device: Kobo Sage,Kobo Aura One, Glo HD,PRS-T1,PRS-950, PRS 300, PRS 350	Already had returned my to BB so no harm no foul except other obligations have tied me up so I have to put the reader purchase on hold until after the holidays but maybe by that time a better color will be available. JJ

11-12-2010, 08:19 PM	#60
snico Junior Member Posts: 3 Karma: 10 Join Date: Nov 2010 Device: Sony Prs950	Hey Zombie what is your version number?

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