PRS-950 They can't fix it so I can't keep it

JakesFriend · 11-04-2010, 11:59 AM

I've enjoyed Sony Readers for years -- my first was the PRS-500. Eventually got the 505 and the 900 and quite recently the 950.
But the 950 has some issues (won't move to next song automatically, even with proper settings). Have been trying to get Sony to resolve this for several days. Got disconnected during my 30-minute phone call, and got sent the same info over and over again by email support.

So that's it. I quit Sony. Sending it back.
Good luck to all.

Nexutix · 11-04-2010, 12:03 PM

E-Readers aren't supposed to be iPods! Firmware updates would have cleared the problem.

Ayle · 11-04-2010, 01:35 PM

I honestly didn't notice my 650 HAD music till I got it. I guess I'll try a few audiobooks, but its not the reason I got it and doubt I will use the music function much. I have a cellphone for that. But I guess if they can't help with something you expected to work, then that's that. I am very happy with my reader, sorry you didn't fare as well.

kartu · 11-04-2010, 06:58 PM

It's ereader, not walkman.
When feature is missing third level support cannot help you.

Mr. Goodbar · 11-04-2010, 07:18 PM

Well, they do advertise that feature. If they have it, we should expect it to work.

JSWolf · 11-04-2010, 09:46 PM

Quote:

Originally Posted by JakesFriend

I've enjoyed Sony Readers for years -- my first was the PRS-500. Eventually got the 505 and the 900 and quite recently the 950.
But the 950 has some issues (won't move to next song automatically, even with proper settings). Have been trying to get Sony to resolve this for several days. Got disconnected during my 30-minute phone call, and got sent the same info over and over again by email support.

So that's it. I quit Sony. Sending it back.
Good luck to all.

Did you ask for a replacement?

doreenjoy · 11-05-2010, 12:40 AM

I have that problem sometimes on my MP3 player and even on my computer's music playing app. It's usually something in the MP3 file that makes the player not move to the next song when one song ends.

rk67668 · 11-05-2010, 08:26 AM

Most likely if you bought these from BB, there demo units, I bought two on 10/22 and had all kinds of problems, found out these were demo's and they had beta firmware, Sony rep called last night, and is sending out two new units and a gift card, and also they don't want me to return them back to BB, because they don't want back on the shelfs. Call support and ask then if these are demo units, they can tell by the sn & version #. Also according to Sony rep these units are not available for another two weeks.

Mr. Goodbar · 11-05-2010, 08:45 AM

Quote:

Originally Posted by rk67668

Most likely if you bought these from BB, there demo units, I bought two on 10/22 and had all kinds of problems, found out these were demo's and they had beta firmware, Sony rep called last night, and is sending out two new units and a gift card, and also they don't want me to return them back to BB, because they don't want back on the shelfs. Call support and ask then if these are demo units, they can tell by the sn & version #. Also according to Sony rep these units are not available for another two weeks.

They show as shipping now on the sonystyle website.

JakesFriend · 11-05-2010, 08:59 AM

Quote:

Originally Posted by rk67668

Most likely if you bought these from BB, there demo units, I bought two on 10/22 and had all kinds of problems, found out these were demo's and they had beta firmware, Sony rep called last night, and is sending out two new units and a gift card, and also they don't want me to return them back to BB, because they don't want back on the shelfs. Call support and ask then if these are demo units, they can tell by the sn & version #. Also according to Sony rep these units are not available for another two weeks.

Bought the 950 from Sony's web site.
Am going to speak to them today (wish me luck) and insist they send a replacement.
As to the other posts about the Reader not being a music player: why, then, did my other readers (500, 505, and 900) perform this task without a hitch?
Still disgusted with Sony.

JakesFriend · 11-05-2010, 09:00 AM

Quote:

Originally Posted by JSWolf

Did you ask for a replacement?

Will speak to Sony today and insist on it. Thanks for the suggestion. Am very upset with them right now, and won't let them off the phone until they agree.

Mr. Goodbar · 11-05-2010, 10:08 AM

Quote:

Originally Posted by rk67668

Most likely if you bought these from BB, there demo units, I bought two on 10/22 and had all kinds of problems, found out these were demo's and they had beta firmware, Sony rep called last night, and is sending out two new units and a gift card, and also they don't want me to return them back to BB, because they don't want back on the shelfs. Call support and ask then if these are demo units, they can tell by the sn & version #. Also according to Sony rep these units are not available for another two weeks.

What number did you call? I seem to have ended up in the typical call center where they have very limited knowledge. To top it off he was telling me the line was breaking up and asked me to call back later even though he seemed to be able to understand my email address and phone number just fine. Seems like it was a way to get me off the phone since he didn't have an answer. I really hate the offshore call centers!

JakesFriend · 11-05-2010, 11:29 AM

Quote:

Originally Posted by Mr. Goodbar

What number did you call? I seem to have ended up in the typical call center where they have very limited knowledge. To top it off he was telling me the line was breaking up and asked me to call back later even though he seemed to be able to understand my email address and phone number just fine. Seems like it was a way to get me off the phone since he didn't have an answer. I really hate the offshore call centers!

I agree with the poor quality (connection and information) with the call center. The number I called is (866) 962-7669, as per one of the many (unhelpful) emails I got from Sony. My online chat yesterday was looking more helpful, but ended up in the same place.

Mr. Goodbar · 11-05-2010, 11:53 AM

I had better luck when calling sony style and having them transfer me. The direct line they gave me was 800-222-7669. I think I just hit 0 when connected. It wasn't listed as an option, but got me out to an agent immediately. They logged a case for me to have my unit swapped since the Best Buy units were not intended for retail sale.

Bookworm_Girl · 11-05-2010, 10:40 PM

JakesFriend, I cannot replicate your issue on my 950. I loaded two albums as a test-case. One album was MP3 files, and the other album was unprotected AAC files. Both albums when I played a track advanced to the next song. The repeat one song and shuffle songs also advanced as one would expect.

I think that Sony has improved the audio player with each generation. I really like that they group the songs into albums. It's much more organized now. Also the volume control seems to have more range to it. In fact, I might actually use the audio player on the 950 if I find it doesn't impact the battery life that significantly.

I don't know how much better other ereader brands do. My Kindle, for example, considers the audio player to be "experimental". It does not show you the list of songs or album covers which was rather surprising to me. You advance tracks and pause music by using keyboard shortcuts. The Sony audio player beats that. I only wish Sony had an audiobooks category to distinguish between music files like the Kindle does.

11-04-2010, 11:59 AM	#1
JakesFriend Jakes Friend Posts: 36 Karma: 10 Join Date: Aug 2007 Location: Washington, DC Device: Kindle Paperwhite1	They can't fix it so I can't keep it I've enjoyed Sony Readers for years -- my first was the PRS-500. Eventually got the 505 and the 900 and quite recently the 950. But the 950 has some issues (won't move to next song automatically, even with proper settings). Have been trying to get Sony to resolve this for several days. Got disconnected during my 30-minute phone call, and got sent the same info over and over again by email support. So that's it. I quit Sony. Sending it back. Good luck to all. Last edited by JakesFriend; 11-04-2010 at 12:00 PM. Reason: fix typo

11-05-2010, 10:40 PM	#15
Bookworm_Girl E-reader Enthusiast Posts: 4,873 Karma: 36536965 Join Date: Aug 2010 Location: Southwest, USA Device: Kindle Oasis 3; Kobo Aura One; iPad Mini 5	JakesFriend, I cannot replicate your issue on my 950. I loaded two albums as a test-case. One album was MP3 files, and the other album was unprotected AAC files. Both albums when I played a track advanced to the next song. The repeat one song and shuffle songs also advanced as one would expect. I think that Sony has improved the audio player with each generation. I really like that they group the songs into albums. It's much more organized now. Also the volume control seems to have more range to it. In fact, I might actually use the audio player on the 950 if I find it doesn't impact the battery life that significantly. I don't know how much better other ereader brands do. My Kindle, for example, considers the audio player to be "experimental". It does not show you the list of songs or album covers which was rather surprising to me. You advance tracks and pause music by using keyboard shortcuts. The Sony audio player beats that. I only wish Sony had an audiobooks category to distinguish between music files like the Kindle does. Last edited by Bookworm_Girl; 11-05-2010 at 10:42 PM. Reason: Fixed typo

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11-04-2010, 12:03 PM	#2
Nexutix Reading and reading Posts: 582 Karma: 8250144 Join Date: Oct 2010 Device: Infibeam Pi, iPod Touch 4G, iPad Air 2, iPad mini 2, Oneplus One	E-Readers aren't supposed to be iPods! Firmware updates would have cleared the problem.

11-04-2010, 01:35 PM	#3
Ayle Enthusiast Posts: 39 Karma: 30 Join Date: Jul 2010 Device: PRS 650	I honestly didn't notice my 650 HAD music till I got it. I guess I'll try a few audiobooks, but its not the reason I got it and doubt I will use the music function much. I have a cellphone for that. But I guess if they can't help with something you expected to work, then that's that. I am very happy with my reader, sorry you didn't fare as well.

11-04-2010, 06:58 PM	#4
kartu PRS+ author Posts: 1,637 Karma: 2446233 Join Date: Dec 2007 Device: Sony PRS-300, 505, 600, 650, 950	It's ereader, not walkman. When feature is missing third level support cannot help you.

11-04-2010, 07:18 PM	#5
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	Well, they do advertise that feature. If they have it, we should expect it to work.

11-05-2010, 12:40 AM	#7
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	I have that problem sometimes on my MP3 player and even on my computer's music playing app. It's usually something in the MP3 file that makes the player not move to the next song when one song ends.

11-05-2010, 08:26 AM	#8
rk67668 Junior Member Posts: 6 Karma: 10 Join Date: Oct 2010 Device: Sony PRS-950	Most likely if you bought these from BB, there demo units, I bought two on 10/22 and had all kinds of problems, found out these were demo's and they had beta firmware, Sony rep called last night, and is sending out two new units and a gift card, and also they don't want me to return them back to BB, because they don't want back on the shelfs. Call support and ask then if these are demo units, they can tell by the sn & version #. Also according to Sony rep these units are not available for another two weeks.

11-05-2010, 11:53 AM	#14
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	I had better luck when calling sony style and having them transfer me. The direct line they gave me was 800-222-7669. I think I just hit 0 when connected. It wasn't listed as an option, but got me out to an agent immediately. They logged a case for me to have my unit swapped since the Best Buy units were not intended for retail sale.

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