Sony PRS-500 going back to the service center after upgrade

[ebook_wv]

Thanks for those who posted your upgraded firmware version # here! When I called Sony last Wednesday I was told the repair was done and I could call back and get a UPS tracking # on Friday. So I called on Friday. Guess what, I was told the repair was not done and they were "rushing" it. IT has been more than 3 weeks!

[Scott_T]

Thats a bad sign. Since I mostly read in bed with mine I've been leaving it plugged in.

[junkml]

Too bad Sony, apparently, doesn't know what they're doing with your reader. Hopefully they will be able to do a firmware fix like the first person told you.

Just FYI: both my readers are the 9180 firmware as well.

[ebook_wv]

Another call to Sony today and I believe I finally got the truth--I was told they couldn't find a fix and I was given two "options": first, leave my reader with them until they figure out a firmware fix but they don't know when that is going to happen. Second, they can ship back the unfixed reader to me right now.

I think I've wasted too much time with them. I'm not even sure if they are working on it or not because the guy I talked to said they were busy updating other units right now (with the same defective firmware?). I just filed a complaint with New York BBB.

[junkml]

If you talk to them again, maybe ask if they can give us a "downgrade" back to the version that didn't suck?

[ebook_wv]

Thanks for the suggestion. I'll keep that in mind. But I don't think I'll call them soon. The guy I talked with today was rude, which made me decide to file a BBB complaint. Otherwise, I could probably wait for another couple of weeks.

[moosejons_dad]

Originally Posted by ebook_wv

Another call to Sony today and I believe I finally got the truth--I was told they couldn't find a fix and I was given two "options": first, leave my reader with them until they figure out a firmware fix but they don't know when that is going to happen. Second, they can ship back the unfixed reader to me right now.

I think I've wasted too much time with them. I'm not even sure if they are working on it or not because the guy I talked to said they were busy updating other units right now (with the same defective firmware?). I just filed a complaint with New York BBB.

I have a different outcome with the exact same set of circumstances...The Sony people could not fix my 500 and offered me a 600 replacement for free.
I jumped at the offer and still had to wait three weeks to get it. There was a different story each time.
My advice is to try again with another Sony agent and he might be more
in tune with giving you a new reader. Call first thing in the morning,
and good luck.

[Scott_T]

I just sent them an email complaining. Maybe if more people gripe they'll get on it.

[TonyTerra]

I too have the same 09180 upgade,installed a new battery it has about 4/5 days life in standby mode I now use the mode shutdown feature in advanced settings if it is to be left overnight.time consuming and annoying.it would be nice if sony could fix this problem

[moosejons_dad]

Originally Posted by Scott_T

I just sent them an email complaining. Maybe if more people gripe they'll get on it.

I think you would be better off calling. They have canned email responses that mean nothing so if you call and complain by telling Sony since the upgrade on the 500 your battery went from lasting 2-3 weeks to days and you do not know what is wrong, you have a better chance for another unit. This is what got it for me.

[Scott_T]

Yeah, so I see.

[jconway1968]

Originally Posted by moosejons_dad

I have a different outcome with the exact same set of circumstances...The Sony people could not fix my 500 and offered me a 600 replacement for free.
I jumped at the offer and still had to wait three weeks to get it. There was a different story each time.
My advice is to try again with another Sony agent and he might be more
in tune with giving you a new reader. Call first thing in the morning,
and good luck.

Can you give the rest of us your repair ticket number or identifying information. So, we can reference your outcome to Sony when we call them. My guess is that if people start calling demanding a free 600, they will deny that the problem is widespread and/or happening at all. So, having a case number to refer them to would be very helpful.

Thanks in advance for your help,

[ebook_wv]

Got a call from Sony today (one week from my BBB complaint), still no fix to the battery problem and they offered four options:
1. $100 credit for Sony bookstore and I'll get my PRS-500 back once it's fixed (4-6 weeks or longer).
2. a refurbished PRS-300
3. a refurbished PRS-600
4. $100 credit toward the purchase of a PRS-900

I asked if I could get a PRS-505 (oh I really want this legendary model) and was told it's out of stock. Settled on a PRS-600 at last since I don't buy ebooks (have library cards to 4 library systems, all of which have Overdrive) and already got a PRS-900 as a Xmas gift.

[BobVA]

Originally Posted by ebook_wv

...and I'll get my PRS-500 back once it's fixed (4-6 weeks or longer)....

Well, *that's* interesting. Did you get the impression they are expecting a fix? If they think they'll have something ready in 4-6 weeks to correct this problem that's great news.

Thanks very much for keeping us up-to-date on this. Hope you enjoy your new 600!

[ebook_wv]

Originally Posted by BobVA

Well, *that's* interesting. Did you get the impression they are expecting a fix? If they think they'll have something ready in 4-6 weeks to correct this problem that's great news.

Thanks very much for keeping us up-to-date on this. Hope you enjoy your new 600!

Well, I'm not optimistic about the 4-6 weeks' time frame. Since I don't want my 500 back any more, I guess they won't keep trying if nobody is complaining about the same problem. Hope I'm wrong