PI**ed at Sony

Tessie6 · 01-13-2011, 12:01 PM

I purchased a prs 650 on sale for $199..., also purchased the extended service plan with accidental handling (covers replacement).
I needed to send it in for repair because the bottom plate chipped.

Well bless my soul - they won't replace it because I bought it on sale. Who knew. I thought replacement meant replacement. But no, replacement only means replacement up to the price you paid for it.

So the 650 sold for $229 and I paid $199, they will only replace the $199. They are sending me a check for $199, not a replacement 650. aaaaaaah.

So those of you who bought a prs on sale and a svc plan, beware.

Lt. Brannigan · 01-13-2011, 12:11 PM

Where did you buy it?

HarryT · 01-13-2011, 12:14 PM

That's actually pretty common. Such policies generally provide for "refund or replacement" with the policy provider's choice about which to opt for.

natasha_fawn · 01-13-2011, 01:04 PM

It's a similar deal with SquareTrade. You can give them the sale price you paid and pay a lower amount for the warranty, but they will only reimburse up to the amount you paid. If you give them the full retail price, you'll pay more for the warranty but they'll reimburse the full amount.

elcreative · 01-13-2011, 01:08 PM

Perfectly standard warranty policy identical to many others...

Halk · 01-14-2011, 01:57 AM

I'm guessing they are returning it because they don't have any PRS-650s?

kelliedn · 01-14-2011, 12:32 PM

Does your warranty remain intact if you purchase a new one? I'm assuming your warranty was for 2 or 3 years...correct? So you should either get a reimbursement of the prorated cost of that, or it should carry over to your new reader...

natasha_fawn · 01-14-2011, 01:34 PM

Quote:

Originally Posted by kelliedn

Does your warranty remain intact if you purchase a new one? I'm assuming your warranty was for 2 or 3 years...correct? So you should either get a reimbursement of the prorated cost of that, or it should carry over to your new reader...

Most warranties don't work that way. They're "used up" when you get a replacement. If you're getting a repair, some will subtract the cost of the repair from the amount they "owe" you, some won't (and the ones that won't often have a three repairs then replace kind of policy).

Tessie6 · 01-14-2011, 04:15 PM

Quote:

Originally Posted by kelliedn

Does your warranty remain intact if you purchase a new one? I'm assuming your warranty was for 2 or 3 years...correct? So you should either get a reimbursement of the prorated cost of that, or it should carry over to your new reader...

Nope, I bought the 650 in late Novement, paid full price for the warranty (2 yar replacement plan + accidental damage) So I've had it for about 6 weeks.

Warranty down the drain. Only good on the the model/serial # that it was bought for. No transferring to any other reader.

ShaneR · 01-14-2011, 04:32 PM

Not that you want to hear it, (but consider it advice

)but it's been my experience that purchasing extended warranties on electronics is a waste of money and time. The profit companies make on these for doing, and providing, absolutely nothing borders on criminal...As you're now finding out.

They literally bank on people not reading, researching, or asking about the "small print".

My wife bought me my 650 for Christmas and said she purchased the extended warranty as well...I almost took it back for a full refund and then a repurchase minus the warranty. She should know better! lol

Still, if you're the type, I'd fight it. Seriously. This is the kind of crap we've become to accepting of over the years. Policy is not the same as "being right".

kelliedn · 01-14-2011, 05:11 PM

Hmm, maybe I've been lucky, but the warranties I've had, continued even after replacement/repair. Like, my phone was replaced after being lost, but the warranty continues and I can have it replaced later. My computer was fixed and the warranty is still good, of course that wasn't a replacement, but, if it had been, the warranty would have continued on it. And any warranty I haven't used I've been able to get a partial refund on. I've always been happy to have had a warranty when I needed it, but we don't have a ton of money just sitting around waiting for something to need to be replaced, so when the unexpected happens I'm always grateful for purchasing a warranty.

Halk · 01-15-2011, 01:31 AM

I'd have expected to be refunded for the reader and the warranty, especially as it failed so soon, but if I used the extra insurance I'd expect it to be invalid after a claim. Since you didn't make a warranty claim, I think you should be chasing your full refund.

Unless I've misunderstood and you were making an accidental damage claim?

elcreative · 01-15-2011, 11:02 AM

Sounded like an accidental damage claim... "chipped bottom"

Quote:

Originally Posted by Halk

I'd have expected to be refunded for the reader and the warranty, especially as it failed so soon, but if I used the extra insurance I'd expect it to be invalid after a claim. Since you didn't make a warranty claim, I think you should be chasing your full refund.

Unless I've misunderstood and you were making an accidental damage claim?

Halk · 01-15-2011, 11:29 AM

Well, as I said if it's accidental damage it's a different thing altogether. The policy is required to make good, and most people would be happy with a full refund.

If indeed it was accidental damage then I'm staggered the OP has the gall to be unhappy about it. It could have been considerably worse - several months delay while it's replaced, for example.

Pinecone · 01-23-2011, 08:58 AM

They probably figure that losing a customer that would send it in for paint chips is a good deal.

A broken screen, I would expect that they would replace the screen or the unit.

And BTW, you can escalate the issue with Sony. The first two or so levels of Sony support really don't know what they are doing or saying.

01-13-2011, 12:01 PM	#1
Tessie6 Connoisseur Posts: 63 Karma: 112 Join Date: Dec 2009 Device: Sony PRS505	PIed at Sony** I purchased a prs 650 on sale for $199..., also purchased the extended service plan with accidental handling (covers replacement). I needed to send it in for repair because the bottom plate chipped. Well bless my soul - they won't replace it because I bought it on sale. Who knew. I thought replacement meant replacement. But no, replacement only means replacement up to the price you paid for it. So the 650 sold for $229 and I paid $199, they will only replace the $199. They are sending me a check for $199, not a replacement 650. aaaaaaah. So those of you who bought a prs on sale and a svc plan, beware.

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01-13-2011, 12:11 PM	#2
Lt. Brannigan Enthusiast Posts: 34 Karma: 4502 Join Date: Dec 2010 Location: Pocatello, Idaho Device: Sony PRS350, Kindle Wi-Fi.	Where did you buy it?

01-13-2011, 12:14 PM	#3
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	That's actually pretty common. Such policies generally provide for "refund or replacement" with the policy provider's choice about which to opt for.

01-13-2011, 01:04 PM	#4
natasha_fawn Evangelist Posts: 414 Karma: 184633 Join Date: Nov 2010 Device: Sony PRS-950 (finally!)	It's a similar deal with SquareTrade. You can give them the sale price you paid and pay a lower amount for the warranty, but they will only reimburse up to the amount you paid. If you give them the full retail price, you'll pay more for the warranty but they'll reimburse the full amount.

01-13-2011, 01:08 PM	#5
elcreative Wizard Posts: 2,888 Karma: 5875940 Join Date: Dec 2007 Device: PRS505, 600, 350, 650, Nexus 7, Note III, iPad 4 etc	Perfectly standard warranty policy identical to many others...

01-14-2011, 01:57 AM	#6
Halk Fanatic Posts: 538 Karma: 469999 Join Date: Feb 2008 Location: Scotland Device: Sony PRS-650 (PRS+ alpha - thanks Kartu!)	I'm guessing they are returning it because they don't have any PRS-650s?

01-14-2011, 12:32 PM	#7
kelliedn Enthusiast Posts: 47 Karma: 2840 Join Date: Oct 2010 Location: Michigan Device: Sony Touch Reader PRS-650	Does your warranty remain intact if you purchase a new one? I'm assuming your warranty was for 2 or 3 years...correct? So you should either get a reimbursement of the prorated cost of that, or it should carry over to your new reader...

01-14-2011, 04:32 PM	#10
ShaneR Enthusiast Posts: 42 Karma: 10 Join Date: Dec 2010 Device: Sony PRS-650; PW2	Not that you want to hear it, (but consider it advice )but it's been my experience that purchasing extended warranties on electronics is a waste of money and time. The profit companies make on these for doing, and providing, absolutely nothing borders on criminal...As you're now finding out. They literally bank on people not reading, researching, or asking about the "small print". My wife bought me my 650 for Christmas and said she purchased the extended warranty as well...I almost took it back for a full refund and then a repurchase minus the warranty. She should know better! lol Still, if you're the type, I'd fight it. Seriously. This is the kind of crap we've become to accepting of over the years. Policy is not the same as "being right".

01-14-2011, 05:11 PM	#11
kelliedn Enthusiast Posts: 47 Karma: 2840 Join Date: Oct 2010 Location: Michigan Device: Sony Touch Reader PRS-650	Hmm, maybe I've been lucky, but the warranties I've had, continued even after replacement/repair. Like, my phone was replaced after being lost, but the warranty continues and I can have it replaced later. My computer was fixed and the warranty is still good, of course that wasn't a replacement, but, if it had been, the warranty would have continued on it. And any warranty I haven't used I've been able to get a partial refund on. I've always been happy to have had a warranty when I needed it, but we don't have a ton of money just sitting around waiting for something to need to be replaced, so when the unexpected happens I'm always grateful for purchasing a warranty.

01-15-2011, 01:31 AM	#12
Halk Fanatic Posts: 538 Karma: 469999 Join Date: Feb 2008 Location: Scotland Device: Sony PRS-650 (PRS+ alpha - thanks Kartu!)	I'd have expected to be refunded for the reader and the warranty, especially as it failed so soon, but if I used the extra insurance I'd expect it to be invalid after a claim. Since you didn't make a warranty claim, I think you should be chasing your full refund. Unless I've misunderstood and you were making an accidental damage claim?

01-15-2011, 11:29 AM	#14
Halk Fanatic Posts: 538 Karma: 469999 Join Date: Feb 2008 Location: Scotland Device: Sony PRS-650 (PRS+ alpha - thanks Kartu!)	Well, as I said if it's accidental damage it's a different thing altogether. The policy is required to make good, and most people would be happy with a full refund. If indeed it was accidental damage then I'm staggered the OP has the gall to be unhappy about it. It could have been considerably worse - several months delay while it's replaced, for example.

01-23-2011, 08:58 AM	#15
Pinecone Guru Posts: 902 Karma: 1660722 Join Date: Nov 2009 Location: Maryland Device: PRS-650, PRS-600, PRS-350	They probably figure that losing a customer that would send it in for paint chips is a good deal. A broken screen, I would expect that they would replace the screen or the unit. And BTW, you can escalate the issue with Sony. The first two or so levels of Sony support really don't know what they are doing or saying.