Totally disappointed with SONY

drdann · 09-13-2011, 05:57 PM

I've been a Sony loyalist for years, but no more.

My second Sony reader in less than a year had suddenly developed a bad screen.,. and I baby my electronics. There is NO WAY I did anything to break the substrate, but it appears to have broken.. this on a unit I bought on April 29.

The form Sony gives you on their support page is a joke, so I emailed Jack Tretton directly.. of course, no reply.

I remember when Sony used to make quality products, now that's no longer the case.

I am going to try to get my generic Android tablet to work as a reader for now, until I move on to a different brand.. possibly a Nook color if they ever go down in price.. E-ink appears far too immature for a "real world" application.

Tony1988 · 09-13-2011, 07:18 PM

Sorry to hear that.

I wonder what causes those substrates to break like that. Is there a large crack?? Is it the same thing that happened last time?? I wonder if extreme temperature changes could cause such a failure??

elcreative · 09-13-2011, 07:57 PM

Quote:

Originally Posted by drdann

I've been a Sony loyalist for years, but no more.

My second Sony reader in less than a year had suddenly developed a bad screen.,. and I baby my electronics. There is NO WAY I did anything to break the substrate, but it appears to have broken.. this on a unit I bought on April 29.

The form Sony gives you on their support page is a joke, so I emailed Jack Tretton directly.. of course, no reply.

I remember when Sony used to make quality products, now that's no longer the case.

I am going to try to get my generic Android tablet to work as a reader for now, until I move on to a different brand.. possibly a Nook color if they ever go down in price.. E-ink appears far too immature for a "real world" application.

Sorry to hear about the break but I have four Sony's and my 505 travels everywhere with me in a pocket and is still working fine after around four years as is my wife's 505 after three and half years and the 600, 350 and 650 for shorter times. You do seem to have been unlucky and I don't blame you for losing faith in Sony but my experience is diametrically different as is the experience of many others.
Likewise your experience with Sony service does seem to match others' complaints but there seem to be two separate Sony service departments as a close friend again had the opposite result with a faulty machine... replaced no problem within a week... I guess what we really need is consistency...
Good luck with whatever you choose in the future but eInk is definitely a mature technology that happily meets the needs of many as there are now millions of eInk screens working out in the "real world" with no problems...

RajS · 09-13-2011, 10:13 PM

I just went to the Sony support site.

The form seemed pretty straightforward to me. You enter your model number, cycle through a couple of screens, select repair, enter the model, serial and date of purchase.

Presumably they then arrange a repair.

Were you hoping for something else?

pidgeon92 · 09-13-2011, 11:20 PM

Pinpoint pressure and extreme temperature fluctuations will break the substrate, as well as any action that may cause the entire unit to twist (say it is in a travel bag that gets caught up with other luggage).

kartu · 09-14-2011, 03:10 AM

All screens are manufactured by other company.
Sony is only responsible for making sturdy enough case.
To my knowledge only Pocketbook 301s "excelled" at this, having many cases of broken screens.

DoctorOhh · 09-14-2011, 05:35 AM

My experience has been similar to elcreative. I have used the heck out of my 505 for over 2 years, including carrying it in my gym bag to and from work. Both of my kids have a 300, my son has taken it to school every school day for over a year and his is still going strong. I recently (2months ago) picked up a 950 and so far so good.

Good Luck with whichever device you decide to use in the future.

drdann · 09-14-2011, 01:05 PM

My issues with the form are the 450 character limit, plus the fact that two attempts both resulted in errors and the form never submitted. I love the features Sony offers, just dispointed with lack of quality lately, as well as their lack of response. There also seem to be others with similar issues.

toby53 · 09-14-2011, 01:37 PM

Quote:

Originally Posted by drdann

My issues with the form are the 450 character limit, plus the fact that two attempts both resulted in errors and the form never submitted. I love the features Sony offers, just dispointed with lack of quality lately, as well as their lack of response. There also seem to be others with similar issues.

Sent my 650 to Wales, recieved back 'repaired' 11 days ago. It seemed ok but over the last 3 days have had the same problems, battery draining overnight, auto switch off when pressing the option & home buttons and now when powerdown the bl&&$£ thing is switching its self back on.
So another trip to the post office and 3 weeks without the ereader, will have to dig out some rereads for the pile books. Wifes a bit upset as I bought the Sony when I could have had an alternative for half the price

If I could afford it I would love to buy someting else.

drdann · 09-14-2011, 01:52 PM

I fully understand... right now I am trying to get my $80 generic android tablet to work well enough... then will probably either go to a better tablet or the cheapest kindle.. can always use calibre to convert my epubs to mobi.... It's sad, too, because I used to go out of my way to buy SONY products.. but it seems that right about the time the PS2 came out (yes 2, not 3) they changed to a model of "push out as many units as possible, screw the customers and screw quality... it's all about the benjamins.. we can afford to lose thousands of customers a day, there are more to take their place." (sadly, many businesses have gone there, as well)

Sonylistens · 09-14-2011, 02:59 PM

Quote:

Originally Posted by drdann

I've been a Sony loyalist for years, but no more.

My second Sony reader in less than a year had suddenly developed a bad screen.,. and I baby my electronics. There is NO WAY I did anything to break the substrate, but it appears to have broken.. this on a unit I bought on April 29.

The form Sony gives you on their support page is a joke, so I emailed Jack Tretton directly.. of course, no reply.

I remember when Sony used to make quality products, now that's no longer the case.

I am going to try to get my generic Android tablet to work as a reader for now, until I move on to a different brand.. possibly a Nook color if they ever go down in price.. E-ink appears far too immature for a "real world" application.

Hello drdann,

This is Kevin Krause with the Sonylistens team. I am very sorry to hear about the problems you are experiencing with your Sony Reader. If you could please email us at Sonylistens@am.sony.com we will be more than happy to try and help you. When you email please include your model and serial number as well as your ZIP code and a brief description of the problems you are having.

Thank you,

Kevin Krause

drdann · 09-14-2011, 04:56 PM

Thanks, Kevin. Email sent. As I said, I've gone out of my way in the past to buy Sony products, as they usually offer more bang for the buck, but have just had a bad taste in my mouth from my experience with the readers. it also looks like it is NOT an isolated incident, if you do a search for broken screen on the forum here.

JSWolf · 09-14-2011, 04:59 PM

drdann, the screens used in all eink readers all have the same glass substrate and the screens are not made by the reader makers.

drdann · 09-14-2011, 06:02 PM

Yes, but there are several classes (quality levels) and sony uses the lowest. Typical experience... called the # given, provided incident #, the guy in Nepal CLAIMS he could barely hear me, and tried to blame it on me "there's no way it can happen on two units with the same owner". Then says it will cost a minimum of $29 plus taxes, and likely more, since it is probably physical damage. If you scan the fora here, you will find far more complaints about Sony screens than others.

carpetmojo · 09-14-2011, 06:14 PM

[QUOTE=elcreative;.............I guess what we really need is consistency...
Good luck with whatever you choose in the future but eInk is definitely a mature technology that happily meets the needs of many as there are now millions of eInk screens working out in the "real world" with no problems...[/QUOTE]

I think we want consistency that works the right way - the fact that millions don't have problems, is surely more reason for a sensible approach over the relatively few that do go wrong, without trying to evade the fact that some aren't, apparently, fit for purpose ?

09-13-2011, 05:57 PM	#1
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	Totally disappointed with SONY I've been a Sony loyalist for years, but no more. My second Sony reader in less than a year had suddenly developed a bad screen.,. and I baby my electronics. There is NO WAY I did anything to break the substrate, but it appears to have broken.. this on a unit I bought on April 29. The form Sony gives you on their support page is a joke, so I emailed Jack Tretton directly.. of course, no reply. I remember when Sony used to make quality products, now that's no longer the case. I am going to try to get my generic Android tablet to work as a reader for now, until I move on to a different brand.. possibly a Nook color if they ever go down in price.. E-ink appears far too immature for a "real world" application.

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09-13-2011, 07:18 PM	#2
Tony1988 Guru Posts: 718 Karma: 4033862 Join Date: Jun 2011 Device: sony prs-350	Sorry to hear that. I wonder what causes those substrates to break like that. Is there a large crack?? Is it the same thing that happened last time?? I wonder if extreme temperature changes could cause such a failure??

09-13-2011, 10:13 PM	#4
RajS Enthusiast Posts: 36 Karma: 21298 Join Date: May 2011 Device: PRS-950	I just went to the Sony support site. The form seemed pretty straightforward to me. You enter your model number, cycle through a couple of screens, select repair, enter the model, serial and date of purchase. Presumably they then arrange a repair. Were you hoping for something else?

09-13-2011, 11:20 PM	#5
pidgeon92 Wizard Posts: 3,144 Karma: 8426142 Join Date: Jun 2008 Location: Chicago, IL Device: Kindle PW2, Kindle Voyage, Kindle DXG, Boox M90, Kobo Aura HD	Pinpoint pressure and extreme temperature fluctuations will break the substrate, as well as any action that may cause the entire unit to twist (say it is in a travel bag that gets caught up with other luggage).

09-14-2011, 03:10 AM	#6
kartu PRS+ author Posts: 1,637 Karma: 2446233 Join Date: Dec 2007 Device: Sony PRS-300, 505, 600, 650, 950	All screens are manufactured by other company. Sony is only responsible for making sturdy enough case. To my knowledge only Pocketbook 301s "excelled" at this, having many cases of broken screens.

09-14-2011, 05:35 AM	#7
DoctorOhh US Navy, Retired Posts: 9,896 Karma: 13806776 Join Date: Feb 2009 Location: North Carolina Device: Icarus Illumina XL HD, Kindle PaperWhite SE 11th Gen	My experience has been similar to elcreative. I have used the heck out of my 505 for over 2 years, including carrying it in my gym bag to and from work. Both of my kids have a 300, my son has taken it to school every school day for over a year and his is still going strong. I recently (2months ago) picked up a 950 and so far so good. Good Luck with whichever device you decide to use in the future.

09-14-2011, 01:05 PM	#8
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	My issues with the form are the 450 character limit, plus the fact that two attempts both resulted in errors and the form never submitted. I love the features Sony offers, just dispointed with lack of quality lately, as well as their lack of response. There also seem to be others with similar issues.

09-14-2011, 01:52 PM	#10
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	I fully understand... right now I am trying to get my $80 generic android tablet to work well enough... then will probably either go to a better tablet or the cheapest kindle.. can always use calibre to convert my epubs to mobi.... It's sad, too, because I used to go out of my way to buy SONY products.. but it seems that right about the time the PS2 came out (yes 2, not 3) they changed to a model of "push out as many units as possible, screw the customers and screw quality... it's all about the benjamins.. we can afford to lose thousands of customers a day, there are more to take their place." (sadly, many businesses have gone there, as well)

09-14-2011, 04:56 PM	#12
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	Thanks, Kevin. Email sent. As I said, I've gone out of my way in the past to buy Sony products, as they usually offer more bang for the buck, but have just had a bad taste in my mouth from my experience with the readers. it also looks like it is NOT an isolated incident, if you do a search for broken screen on the forum here.

09-14-2011, 04:59 PM	#13
JSWolf Resident Curmudgeon Posts: 79,745 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	drdann, the screens used in all eink readers all have the same glass substrate and the screens are not made by the reader makers.

09-14-2011, 06:02 PM	#14
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	Yes, but there are several classes (quality levels) and sony uses the lowest. Typical experience... called the # given, provided incident #, the guy in Nepal CLAIMS he could barely hear me, and tried to blame it on me "there's no way it can happen on two units with the same owner". Then says it will cost a minimum of $29 plus taxes, and likely more, since it is probably physical damage. If you scan the fora here, you will find far more complaints about Sony screens than others.

09-14-2011, 06:14 PM	#15
carpetmojo Wizard Posts: 3,117 Karma: 9269999 Join Date: Feb 2011 Location: UK Device: Sony- T3, PRS650, 350, T1/2/3, Paperwhite, Fire 8.9,Samsung Tab S 10.5	[QUOTE=elcreative;.............I guess what we really need is consistency... Good luck with whatever you choose in the future but eInk is definitely a mature technology that happily meets the needs of many as there are now millions of eInk screens working out in the "real world" with no problems...[/QUOTE] I think we want consistency that works the right way - the fact that millions don't have problems, is surely more reason for a sensible approach over the relatively few that do go wrong, without trying to evade the fact that some aren't, apparently, fit for purpose ?