Cybook Gen3 V1.1 (Build 685) upgrade finally available - Page 11

momghoti · 05-19-2008, 02:12 AM

I think I read somewhere about using a particular email--like hotmail(?)--was more likely to get through to Bookeen. I'm not sure what they meant, but we have our own domain name--could that be a problem?

I wonder if they realize how bad their customer relations makes them look...

M.H. · 05-19-2008, 02:31 AM

I emailed Bookeen using my own domain name and they replied after four days (and two of those were the weekend).

HarryT · 05-19-2008, 02:39 AM

It's strange that some people appear to have such difficulty in getting answers from Bookeen support. They've always answered me within hours (minutes, sometimes) of sending an e-mail.

kleykenb · 05-19-2008, 03:14 AM

Quote:

Originally Posted by HarryT

It's strange that some people appear to have such difficulty in getting answers from Bookeen support. They've always answered me within hours (minutes, sometimes) of sending an e-mail.

I've also heard that some get fast responses from them.
Since eventually I do tend to get a response (my fastest response from them clocked in at ... ONE MONTH) I am sure that it's not that I send it to the wrong address.
Most likely they work with more than one mailbox and the support@bookeen is just swamped and noone dares open it anymore.
I think I'm pretty close to the truth with that one.
What address do you send your email to ?

HarryT · 05-19-2008, 06:15 AM

support@bookeen.com

kleykenb · 05-19-2008, 06:47 AM

Quote:

Originally Posted by HarryT

support@bookeen.com

You send your mails to the same address and get instant response wheras mine has taken up to a month! It's kinda obvious then where the problem is situated and it's at Bookeen's end : between the screen and the chair.

igorsk · 05-19-2008, 06:50 AM

Maybe if you start pimping Cybook and praising Bookeen in every second post you'll get quick replies too...

GeoffC · 05-19-2008, 06:53 AM

Quote:

Originally Posted by kleykenb

You send your mails to the same address and get instant response wheras mine has taken up to a month! It's kinda obvious then where the problem is situated and it's at Bookeen's end : between the screen and the chair.

Dinna panic, you're not the only one who has problems contacting Bookeen. I've used all 4 addressees available on their web-site and have yet to receive a reply.
They recognise my e-mail address 'cause I did get the order dispatch details through OK.

HarryT · 05-19-2008, 06:55 AM

Quote:

Originally Posted by igorsk

Maybe if you start pimping Cybook and praising Bookeen in every second post you'll get quick replies too...

That is an EXTREMELY offensive statement

. Bookeen don't know me from Adam - the e-Mail address I use to contact them is not in the name that I use on this forum.

Personal abuse towards other board members will NOT be tolerated.

tompe · 05-19-2008, 08:08 AM

I think the response time is very much dependent on what you ask. If it is an easy question you seem to get fast response but if it is something new then it varies very much how fast you get an answer.

momghoti · 05-19-2008, 09:06 PM

Maybe. But, I've emailed them twice so far and I know from reading posts that others have had my problem. I suppose it could be because I'm going to need a return number....but I should have at least have gotten a 'thank you for your inquiry we will investigate as quickly as we can' type response.

Y'know....I may be rushing things. I'm very attached to the stupid cybook so it seems like a long time, but I guess it's only been a few working days. Sigh...this is going to be a long wait, even if they answer tomorrow.

Kingston · 05-20-2008, 01:09 AM

Quote:

Originally Posted by igorsk

Maybe if you start pimping Cybook and praising Bookeen in every second post you'll get quick replies too...

Quote:

Originally Posted by HarryT

That is an EXTREMELY offensive statement

. Bookeen don't know me from Adam - the e-Mail address I use to contact them is not in the name that I use on this forum.

Personal abuse towards other board members will NOT be tolerated.

Perhaps humor does not travel well across the ocean. I saw nothing offensive in Igors gentle chide, just a friend digging at a friend.

Really Harry, your posts HAVE painted you as an entrenched cheerleader for Bookeen and the Cybook.

All the devices are wanting: Iliad has short battery life and no bookmarks, Kindle can lose bookmarks (like Cybook) and a new user can inadvertantly turn pages. Sony.....well.....Sony chose a native file not used by any other device. And it could use more font sizes.

I hope you see that a little humor is needed along with all the seriousness. We ain't discussing nuclear war or global famine. Just adult toys.

momghoti · 05-20-2008, 01:21 AM

I think if someone's trying to be funny they should use the smileys. That's what they're for, to make up for the lack of body language and tone of voice in posts. I also thought it was teasing...but I can also see why someone would take offense, it was borderline at best.

igorsk · 05-20-2008, 07:27 AM

Yes, I probably should have used a smiley or two. I don't seriously think that you're getting preferential treatment from Bookeen because of your defending posts, Harry. I did not intend to offend you and apologize.
However, I'm quite sure any email from Mobileread is moved to the top of the queue. Yes, they're a small company for which PR is important and they're probably swamped with emails from customers but that does not really justify ignoring emails selectively. Some of the missing replies can be attributed to spam filters, but I don't think that can explain all the complaints on these forums. Investing in a support ticket system, or at leat having a feedback form instead of just an email address, or even a simple auto-responder, "Your email was receieved", would do a lot to improve their image, which is not looking nice at the moment.

Ortep · 05-20-2008, 07:53 AM

I wrote them with a rather simple question. It was my first email to them. I wanted the 'old' software back beacuse the new one is draining my battery rather quick. I got a response in 29 minutes with the link to the firmware. So they read email and they do react

BTW if you downgrade your Cybook to build 538 you loose all books and fonts on your reader.

It was mentioned in the email, but of course I did skip that part

05-19-2008, 09:06 PM	#161
momghoti Zealot Posts: 121 Karma: 1000021 Join Date: Feb 2008 Location: Hook, UK Device: Cybook Bookeen	Maybe. But, I've emailed them twice so far and I know from reading posts that others have had my problem. I suppose it could be because I'm going to need a return number....but I should have at least have gotten a 'thank you for your inquiry we will investigate as quickly as we can' type response. Y'know....I may be rushing things. I'm very attached to the stupid cybook so it seems like a long time, but I guess it's only been a few working days. Sigh...this is going to be a long wait, even if they answer tomorrow. Last edited by momghoti; 05-19-2008 at 09:10 PM.

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05-19-2008, 02:12 AM	#151
momghoti Zealot Posts: 121 Karma: 1000021 Join Date: Feb 2008 Location: Hook, UK Device: Cybook Bookeen	I think I read somewhere about using a particular email--like hotmail(?)--was more likely to get through to Bookeen. I'm not sure what they meant, but we have our own domain name--could that be a problem? I wonder if they realize how bad their customer relations makes them look...

05-19-2008, 02:31 AM	#152
M.H. Connoisseur Posts: 56 Karma: 142 Join Date: Nov 2007 Location: Wokingham,UK Device: Cybook Gen3, iPad	I emailed Bookeen using my own domain name and they replied after four days (and two of those were the weekend).

05-19-2008, 02:39 AM	#153
HarryT eBook Enthusiast Posts: 85,556 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	It's strange that some people appear to have such difficulty in getting answers from Bookeen support. They've always answered me within hours (minutes, sometimes) of sending an e-mail.

05-19-2008, 06:15 AM	#155
HarryT eBook Enthusiast Posts: 85,556 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	support@bookeen.com

05-19-2008, 06:50 AM	#157
igorsk Wizard Posts: 3,442 Karma: 300001 Join Date: Sep 2006 Location: Belgium Device: PRS-500/505/700, Kindle, Cybook Gen3, Words Gear	Maybe if you start pimping Cybook and praising Bookeen in every second post you'll get quick replies too...

05-19-2008, 08:08 AM	#160
tompe Grand Sorcerer Posts: 7,452 Karma: 7185064 Join Date: Oct 2007 Location: Linköpng, Sweden Device: Kindle Voyage, Nexus 5, Kindle PW	I think the response time is very much dependent on what you ask. If it is an easy question you seem to get fast response but if it is something new then it varies very much how fast you get an answer.

05-20-2008, 01:21 AM	#163
momghoti Zealot Posts: 121 Karma: 1000021 Join Date: Feb 2008 Location: Hook, UK Device: Cybook Bookeen	I think if someone's trying to be funny they should use the smileys. That's what they're for, to make up for the lack of body language and tone of voice in posts. I also thought it was teasing...but I can also see why someone would take offense, it was borderline at best.

05-20-2008, 07:27 AM	#164
igorsk Wizard Posts: 3,442 Karma: 300001 Join Date: Sep 2006 Location: Belgium Device: PRS-500/505/700, Kindle, Cybook Gen3, Words Gear	Yes, I probably should have used a smiley or two. I don't seriously think that you're getting preferential treatment from Bookeen because of your defending posts, Harry. I did not intend to offend you and apologize. However, I'm quite sure any email from Mobileread is moved to the top of the queue. Yes, they're a small company for which PR is important and they're probably swamped with emails from customers but that does not really justify ignoring emails selectively. Some of the missing replies can be attributed to spam filters, but I don't think that can explain all the complaints on these forums. Investing in a support ticket system, or at leat having a feedback form instead of just an email address, or even a simple auto-responder, "Your email was receieved", would do a lot to improve their image, which is not looking nice at the moment.

05-20-2008, 07:53 AM	#165
Ortep Fanatic Posts: 527 Karma: 470 Join Date: Sep 2007 Location: The Netherlands Device: Kindle Oasis	I wrote them with a rather simple question. It was my first email to them. I wanted the 'old' software back beacuse the new one is draining my battery rather quick. I got a response in 29 minutes with the link to the firmware. So they read email and they do react BTW if you downgrade your Cybook to build 538 you loose all books and fonts on your reader. It was mentioned in the email, but of course I did skip that part