Energy Sisytem eReaderPro+ e-ink display issue

[didierm]

Originally Posted by didierm

As I don't really expect a timely answer from them, I guess I'll need to contact the credit card company during the weekend.

Yesterday afternoon, I finally got a reply from ES technical support, stating they didn't find anything wrong with the unit ( I do not know if they actually had a look at the test patterns ), and proposing to send the unit back or go for a refund.

I requested the refund, and will report on the time the refund process takes.


Now ordering a Boyue T62+ on AliExpress (satisfactory chat with seller, return policies & seller guarantees look OK).

[didierm]

For the sake of completeness : yesterday, ES refunded the device.

While I do not doubt ES' sincerety, the response times for technical support and/or warranty issues are barely acceptable in this day and age.

[Jason90]

Hi just to post a long overdue update but i also purchased the same product and had the same issue as urbie,however i must say they dealt with my return extremely well and even had a courier sent over to my home to pick up the device!

Return shipping all covered by them back to Spain and received a refund within a week,i had one issue as the RAN document/email was all in spanish and i didn't realise the date or was told that it was going to be picked up until the courier guy came so i didn't have it packed ready for him but they sent him a second time which i thought was fantastic.

I'm not sure if i would say to people to never go with them as they don't seem that bad and the packaging on the device itself was A+,if they released another product in the future i may try them again but i won't double dip on the same device when others had reported issues.

EDIT:Sorry just to add i bought the device through Amazon so maybe that's why they dealt with my return better than others here,they have to refund you through amazon's third party A-Z return policy.

[Lucien Didier]

Hi, I also bought mine via Amazon. They did send it via TNT. It took TNT over a month to actually deliver the device. Energy Sistem's customer service has actually been quite helpful in facilitating the delivery by TNT and responded to my inquiries via Amazon.

I'm playing with it now. Unfortunately, Google Play is not working. The Google Account Manager crashes when I try to log-in or register. Does anyone have ideas how to fix this? Thanks.

[urbie]

6 weeks after request for warranty support my reader was collected, arrived in Spain and i was waiting and waiting.
Then i read a post on the energysistem forum about a customer who filed a complaint much later and already had a report and was affirmed to get a new one. It seems as if they put al the requests for support in a hat, shake it and pull one lucky one.
I protested and got a new one that arrived within 3 days !!!!!
Eager to test i already tested the keyboard in the setup phase (wifi password) and ALL the keys of the virtual keyboard responded as they should do. However...after completing set up i tested the note-app and to my great disappointment the "P" and "DEL" key didn't respond at all. Did factory reset and again..same result. Also book-text at that spot and a book-cover are not selectable. My conclusion..its not a screen-failure (in the set-up phase it's working correct) but a software problem and that is solvable. (Right conclusion ?) I'm fed up because of the repeating failures and the bad, slow service but on the other hand it is a very versatile reader with a nice design. So before requesting refund i give them one more opportunity to solve the problem.
@lucien Please do me a favor and test all the keys of the virtual keyboard in the note-app. I can't imagine i have that bad luck that i received 2 successive readers with the same kind of failure.

[Jason90]

Urbie you should of gone for a refund because i knew when you were reporting issues i wouldn't want to risk getting another defect especially with all the hassle of getting it in from Spain

[didierm]

Energy Sistem's logistics was - in my case - simply excellent (very fast delivery, flawless and prepaid-for return pickup).

It is the actual customer technical support which is unbearably slow and - due to the long e-mail reply times (in my case : at least 4 days for responses which even did not answer my technical queries) - extremely inefficient and frustrating.

I do not know whether this is due to ignorance, understaffing or whatever ; frankly, as a customer, I do not care.

And this is why I asked for a refund instead of doing more business with them.

[charlie - uk]

I recently purchased an Energy Sistem Pro +. I too had problems getting Google Play To login, I turned Two factor authentication off, & was able to login fine.

I have to say, the screen on my unit displayed non of the artifacts displayed above. The backlight was even & consistant, although a tad bright on the minimum setting. Overall the Carta screen is excellent, the only gripe being the ever present, non removeable, menu bar at the bottom of the e-reader, which seems to prevent most apps going full screen.

I would recommend anyone purchasing this device do so through Energy Sistems Amazon.co.uk page, in case a return is required. People who bought direct don't seem to have got the best customer service :-) ....

[urbie]

You're right Jason, i should have gone for the refund. Its now a week ago i filed the failure of the second, replacing unit. How easy it is to send a mail, say sorry and tell you take the problem serious and work on it. Even that is asked too much. It is customer despising.
I made the problem visible with the program "screen touch". At the right side there's a spot with no screen response. I can hardly imagine that i'm the only one with that problem, i got two succesive units with the same behaviour.
@Charlie - UK ...i use ALreader as bookreader. (Search for the for the adapted "AlReaderEINK") With that you can have a full-screen reading. Your quote "People who bought direct don't seem to have got the best customer service" is a "horse" category understatement.

[nhedgehog]

Originally Posted by urbie

(Search for the for the adapted "AlReaderEINK") With that you can have a full-screen reading.

Not necessary anymore, version 1.65 is working fine on my Engergy Reader.

[Purple Lady]

Originally Posted by nhedgehog

Not necessary anymore, version 1.65 is working fine on my Engergy Reader.

Does it do page refresh?

[nhedgehog]

Originally Posted by Purple Lady

Does it do page refresh?

Yes and the fullscreen too!

I found no remarkable difference to the eink version except it is missing the highcontrast icons. Don't know if this is important, but perhaps I should mention that I got my version from the original Russian forum, not from googleplay.

Though if I think about it, it could be that AlReader is the reason that sometimes the device stays in fullscreen after closing Alreader, but that could be the C67ML Rom too.

[Purple Lady]

Originally Posted by nhedgehog

Yes and the fullscreen too!

I found no remarkable difference to the eink version except it is missing the highcontrast icons. Don't know if this is important, but perhaps I should mention that I got my version from the original Russian forum, not from googleplay.

Though if I think about it, it could be that AlReader is the reason that sometimes the device stays in fullscreen after closing Alreader, but that could be the C67ML Rom too.

The Google play version doesn't do page refresh on my T62 no matter what I set it to. The eink version someone posted here does page refresh but it doesn't sync.

[nhedgehog]

Got mine from FOV's ROM, uploaded it here, but I think it is the version from the Russian forum.

[Purple Lady]

Originally Posted by nhedgehog

Got mine from FOV's ROM, uploaded it here, but I think it is the version from the Russian forum.

Thanks, but it's not doing page refresh. I first used this version to update mine. When it still didn't work I uninstalled and did a fresh install and it didn't work.