Problems with Sony Repair/ Rant - Page 2

JSWolf · 08-24-2007, 01:48 PM

So have you managed to get Sony to honor the warranty without the bill?

CarolC · 02-06-2011, 04:05 PM

My Sony 600 stopped working at 18 months and I my computer no longer recognizes it so it won't charge. I had the extended 2-yr warranty and talked to them over the telephone. They said they couldn't repair it and refunded the $299 purchase price by a Staples credit card. Unfortunately Staples no longer sells the Sony 600, but I needed a few things and got the change in cash so I could buy something else. I'd still like to know if it's truly punched or just a battery problem.

BeccaPrice · 02-06-2011, 04:14 PM

and this is why I got a Square Deal extended warranty on my Sony 350 - the cost was reasonable, and they replace even for accidental damage. I've heard too many stories about poor Sony follow up on warranty issues.

Ripplinger · 02-06-2011, 05:03 PM

After reading this thread I decided to get the extended warranty with accidental damage. I bought my reader from Best Buy, but their plan seems the same.

Pomtroll · 02-06-2011, 06:04 PM

Hmmmm I may get it too. I have it on my Kindle & Nook but didn't for my Sony.

Ripplinger · 02-06-2011, 07:38 PM

I ended up purchasing a 3 year warranty from SquareDeal instead for my PRS-350. It was only $10 cheaper than Best Buy at first (and I'd have to bring in my reader to Best Buy with receipt etc... not a problem, just more to do for the end result). But then I Googled for SquareDeal coupon codes and found one for another $10 off for game day, so it cost only $39.95 for 3 years including accidental damage, and I could do it all online, not have to bother going back to the store again.

And from what I've read about SquareDeal's service, it seems to beat Best Buy's by a longshot.

PHugger · 02-08-2011, 11:21 AM

I had a similar screen problem and experience with Sony repair. You can read about it in THIS THREAD. Basically it was maybe 32 days old (just outside the Best Buy return window) when my screen started with the same symptoms. I never dropped it or abused it in any way. It happened overnight sitting on a table. Sony Repair wanted the full purchase price to repair it. I tried hard to convince them that this was crazy, but they just continued to insist that I must have damaged it. They eventually sent it back even though I never agreed to give up.

I was really steamed, but decided to try something positive before I went postal. I hunted around the Sony website and discovered a pattern for their email addresses. I found the name of the Director for the bookreader program and wrote her a note. I told her how much I loved my reader and careful I was with it. I told her that I really wanted it repaired at a reasonable price. I got a call-back the next day and they said that a new bookreader was on the way to me no charge.

I hope you are successful as well,
PCH

I found her name - not sure if she is still in charge, but you could figure out who is currently in charge from the corporate website.

From late 2007 - Valerie.Motis@am.sony.com

kalex · 02-09-2011, 03:55 AM

My PRS-900 was acting weird. Mainly I had 2 issues with it. Fading in sunlight and very bad battery life. I called in to the reader support, explained my issues and first they proceeded to tell me to send in the reader. Working in corporate IT I'm not used to sending something in first so I asked if they had an advanced replacement option. $20 and 2 days later I had an advanced replacement reader delivered and I sent the bad one in same packing as the new one came in. Over all pretty happy

ebook_wv · 02-09-2011, 12:41 PM

My PRS-900's power switch started to have some problem 10 months after I purchased it.

Sent it back to Sony--waited several week, nothing--called them and was told they were doing a computer system upgrade and all the repairs were delayed (that's last October). I was told the repair cost would be waived to compensate my time loss.

Waited a couple of weeks, still nothing--called and was told the part that was required to fix my 900 was backordered.

Waited another couple of weeks, nothing--called and was told the backordered part was discontinued and I could get a refurbished 900. I told them I want a refurbished 950. SONY called me two days later, telling me they didn't have refurb 950 yet. So they will give me a brand new 950 for free.

Waited another couple of weeks, nothing--called the repair center and was told they didn't know why the 950 was not shipped to me. They advised me to contact their customer relations department, which could probably speed things up. So I did. The cusomer relations department arranged to send a 950 to me overnight plus a $50 SONY Style gift card.

The whole process took 3 months. But I'm happy at the end.

CarolC · 03-09-2011, 03:54 PM

I have been fighting with Sony for a month. My PRS-600 just shut down and won't recharge. Every time I call I am told that they are still looking into it and I should call back. I have called 6 times and have talked with supervisors without any resolution.

carpetmojo · 03-09-2011, 05:36 PM

Quote:

Originally Posted by JSWolf

Overall from what I have read and experienced, Sony has been doing really well supporting the Reader. Yes you get the odd issue here and there. No company is perfect. But Sony seems to be doing quite well in terms of support for both the Reader and the Connect Store.

From what I have read and heard and readfrom other owners (sorry, but mine's OK at the moment - fingies xed, wood knocking) I do think Wolf has only just landed on the planet.

Either that, or has been incredibly lucky.

Or there's a secret Sony Forum that has dozens of owners who have been delighted by the service they've had when summink goes wrong.

Ken401 · 03-09-2011, 05:46 PM

@carpetmojo - I think things have changed since 2007 when JSWolf originally posted that comment...

JSWolf · 03-15-2011, 12:14 PM

Actually, not. I've still had good service from Sony. I've had no real issues.

elcreative · 03-15-2011, 12:37 PM

And who is more likely to post a comment on Sony service... a disgruntled user with problems or a happy user reading on his/her Sony. You always get many more complainants about services etc than happy users... we've even had someone so tired of all the negatives that they've started a thread for people to make positive comments about their ereader experiences...

bookgirl1190 · 03-15-2011, 12:37 PM

Okay, so I initially posted a comment in an old forum - oops, my bad, but I'm new to this so I hope I'll be forgiven.
I had some serious screen issues, the screen had some sort of pressure on it while in my purse and became unreadable. My warranty had long run out. I went on the Sony Fastrac site, booked a repair, paid my 100.00 and sent it off via Purolator from Vancouver to Sony in Toronto on the 9th of March.
Today, the 15th, my Reader was returned to me via Purolator - it's either been fixed or more likely replaced. All the scratches and dings are gone and the screen is brand new. All my books are loaded and the battery is fully charged. I'm reading to finish off the book I had started.
Kudos to Sony for some great customer service.

02-08-2011, 11:21 AM	#22
PHugger Connoisseur Posts: 94 Karma: 8443 Join Date: Oct 2007 Location: NJ Device: Kindle 3G, Sony PRS-505	I had a similar screen problem and experience with Sony repair. You can read about it in THIS THREAD. Basically it was maybe 32 days old (just outside the Best Buy return window) when my screen started with the same symptoms. I never dropped it or abused it in any way. It happened overnight sitting on a table. Sony Repair wanted the full purchase price to repair it. I tried hard to convince them that this was crazy, but they just continued to insist that I must have damaged it. They eventually sent it back even though I never agreed to give up. I was really steamed, but decided to try something positive before I went postal. I hunted around the Sony website and discovered a pattern for their email addresses. I found the name of the Director for the bookreader program and wrote her a note. I told her how much I loved my reader and careful I was with it. I told her that I really wanted it repaired at a reasonable price. I got a call-back the next day and they said that a new bookreader was on the way to me no charge. I hope you are successful as well, PCH I found her name - not sure if she is still in charge, but you could figure out who is currently in charge from the corporate website. From late 2007 - Valerie.Motis@am.sony.com Last edited by PHugger; 02-08-2011 at 12:50 PM.

02-09-2011, 12:41 PM	#24
ebook_wv Member Posts: 24 Karma: 188 Join Date: Feb 2010 Device: None	My PRS-900's power switch started to have some problem 10 months after I purchased it. Sent it back to Sony--waited several week, nothing--called them and was told they were doing a computer system upgrade and all the repairs were delayed (that's last October). I was told the repair cost would be waived to compensate my time loss. Waited a couple of weeks, still nothing--called and was told the part that was required to fix my 900 was backordered. Waited another couple of weeks, nothing--called and was told the backordered part was discontinued and I could get a refurbished 900. I told them I want a refurbished 950. SONY called me two days later, telling me they didn't have refurb 950 yet. So they will give me a brand new 950 for free. Waited another couple of weeks, nothing--called the repair center and was told they didn't know why the 950 was not shipped to me. They advised me to contact their customer relations department, which could probably speed things up. So I did. The cusomer relations department arranged to send a 950 to me overnight plus a $50 SONY Style gift card. The whole process took 3 months. But I'm happy at the end. Last edited by ebook_wv; 02-09-2011 at 12:51 PM.

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08-24-2007, 01:48 PM	#16
JSWolf Resident Curmudgeon Posts: 79,796 Karma: 146391129 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	So have you managed to get Sony to honor the warranty without the bill?

02-06-2011, 04:05 PM	#17
CarolC Member Posts: 19 Karma: 10 Join Date: Oct 2009 Device: Sony PRS-600	My Sony 600 stopped working at 18 months and I my computer no longer recognizes it so it won't charge. I had the extended 2-yr warranty and talked to them over the telephone. They said they couldn't repair it and refunded the $299 purchase price by a Staples credit card. Unfortunately Staples no longer sells the Sony 600, but I needed a few things and got the change in cash so I could buy something else. I'd still like to know if it's truly punched or just a battery problem.

02-06-2011, 04:14 PM	#18
BeccaPrice Wizard Posts: 2,146 Karma: 11174187 Join Date: Jan 2011 Device: Sony 350, K3-3G, K4SO, KPW	and this is why I got a Square Deal extended warranty on my Sony 350 - the cost was reasonable, and they replace even for accidental damage. I've heard too many stories about poor Sony follow up on warranty issues.

02-06-2011, 05:03 PM	#19
Ripplinger 350 Hoarder Posts: 3,574 Karma: 8281267 Join Date: Dec 2010 Location: Midwest USA Device: Sony PRS-350, Kobo Glo & Glo HD, PW2	After reading this thread I decided to get the extended warranty with accidental damage. I bought my reader from Best Buy, but their plan seems the same.

02-06-2011, 06:04 PM	#20
Pomtroll Guru Posts: 822 Karma: 1341819 Join Date: Jun 2010 Location: Minnesota USA Device: Sony 350, Sony T1, Kindle Touch, Kindle PW1	Hmmmm I may get it too. I have it on my Kindle & Nook but didn't for my Sony.

02-06-2011, 07:38 PM	#21
Ripplinger 350 Hoarder Posts: 3,574 Karma: 8281267 Join Date: Dec 2010 Location: Midwest USA Device: Sony PRS-350, Kobo Glo & Glo HD, PW2	I ended up purchasing a 3 year warranty from SquareDeal instead for my PRS-350. It was only $10 cheaper than Best Buy at first (and I'd have to bring in my reader to Best Buy with receipt etc... not a problem, just more to do for the end result). But then I Googled for SquareDeal coupon codes and found one for another $10 off for game day, so it cost only $39.95 for 3 years including accidental damage, and I could do it all online, not have to bother going back to the store again. And from what I've read about SquareDeal's service, it seems to beat Best Buy's by a longshot.

02-09-2011, 03:55 AM	#23
kalex Zealot Posts: 132 Karma: 3248 Join Date: Jun 2007 Device: sony	My PRS-900 was acting weird. Mainly I had 2 issues with it. Fading in sunlight and very bad battery life. I called in to the reader support, explained my issues and first they proceeded to tell me to send in the reader. Working in corporate IT I'm not used to sending something in first so I asked if they had an advanced replacement option. $20 and 2 days later I had an advanced replacement reader delivered and I sent the bad one in same packing as the new one came in. Over all pretty happy

03-09-2011, 03:54 PM	#25
CarolC Member Posts: 19 Karma: 10 Join Date: Oct 2009 Device: Sony PRS-600	I have been fighting with Sony for a month. My PRS-600 just shut down and won't recharge. Every time I call I am told that they are still looking into it and I should call back. I have called 6 times and have talked with supervisors without any resolution.

03-09-2011, 05:46 PM	#27
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	@carpetmojo - I think things have changed since 2007 when JSWolf originally posted that comment...

03-15-2011, 12:14 PM	#28
JSWolf Resident Curmudgeon Posts: 79,796 Karma: 146391129 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Actually, not. I've still had good service from Sony. I've had no real issues.

03-15-2011, 12:37 PM	#29
elcreative Wizard Posts: 2,888 Karma: 5875940 Join Date: Dec 2007 Device: PRS505, 600, 350, 650, Nexus 7, Note III, iPad 4 etc	And who is more likely to post a comment on Sony service... a disgruntled user with problems or a happy user reading on his/her Sony. You always get many more complainants about services etc than happy users... we've even had someone so tired of all the negatives that they've started a thread for people to make positive comments about their ereader experiences...

03-15-2011, 12:37 PM	#30
bookgirl1190 Junior Member Posts: 4 Karma: 10 Join Date: Jan 2011 Device: sony prs-600	Okay, so I initially posted a comment in an old forum - oops, my bad, but I'm new to this so I hope I'll be forgiven. I had some serious screen issues, the screen had some sort of pressure on it while in my purse and became unreadable. My warranty had long run out. I went on the Sony Fastrac site, booked a repair, paid my 100.00 and sent it off via Purolator from Vancouver to Sony in Toronto on the 9th of March. Today, the 15th, my Reader was returned to me via Purolator - it's either been fixed or more likely replaced. All the scratches and dings are gone and the screen is brand new. All my books are loaded and the battery is fully charged. I'm reading to finish off the book I had started. Kudos to Sony for some great customer service.