Sony PRS-500 going back to the service center after upgrade - Page 4

porkupan · 03-17-2010, 01:07 PM

Quote:

Originally Posted by Ron_SC

Don't care any more, going to order either a Kindle(Amazon) or a Nook(B&N).

Good for you! Got a few years out of PRS-500? Now the customer is not happy that way past the normal electronics life-cycle Sony still supports its product, and actually took the reader into service (with paid shipping), and trying to get it to work properly? Ok, let's see what you will be thinking three years down the road, having used either one of those other pieces.

You wanted EPUB, that's why you had your 500 updated? Well, chances are you will never get EPUB support on Kindle. Is Amazon going to provide a firmware update for Kindle 1, which came out a year after PRS-500? Is Amazon going to add normal PDF support to any of its readers? Wait and see. And the nook firmware is all-around total crap anyway. So, you are not going to punish Sony, you will punish yourself. Good luck!

EatingPie · 03-17-2010, 02:03 PM

Quote:

Originally Posted by porkupan

Good for you! Got a few years out of PRS-500? Now the customer is not happy that way past the normal electronics life-cycle Sony still supports its product, and actually took the reader into service (with paid shipping), and trying to get it to work properly? Ok, let's see what you will be thinking three years down the road, having used either one of those other pieces.

You wanted EPUB, that's why you had your 500 updated? Well, chances are you will never get EPUB support on Kindle. Is Amazon going to provide a firmware update for Kindle 1, which came out a year after PRS-500? Is Amazon going to add normal PDF support to any of its readers? Wait and see. And the nook firmware is all-around total crap anyway. So, you are not going to punish Sony, you will punish yourself. Good luck!

I'm only half-and-half with you here.

I absolutely agree it was awesome of Sony to offer the update. Great support decision on their part, and they deserve tons of credit for that. So I'm with you there.

But you lose me in two places.

First, Sony has his Reader and hasn't returned it. Getting your unit back in a reasonable amount of time is absolutely reasonable expectation, regardless of a product's age, or the cost of support.

Second, returning broken units is not reasonable. Again, yes, the update was free. But there was nothing in there about it largely wrecking the usability of the Reader -- going from 1500 page turns to 200, not enough to read a whole book in most cases! -- is not legitimate. Had I known ahead of time that I'd lose 80% of my battery life, I would never have done the update.

I still consider the PRS-500 to be one of the best products I have ever purchased. I even like it better than the PRS-600 and PRS-300 units. And if forced, I will purchase another Sony Reader. But hassling someone else who has been through the ringer by customer support, and deciding the flee the brand at large -- even when I myself wouldn't make the same decision? Nope. You lost me.

-Pie

porkupan · 03-17-2010, 02:33 PM

Well, I agree it was not a good upgrade. It was not tested well, it had its problems. And I agree that brand loyalty is absolutely not required.

However, it is not clear, what Sony could have done? Their software developers were searching for solution, they've finally found it (or they say they have). They will be updating all the returned readers and shipping those readers back to the customers. Within the next few days. Sounds like a reasonable proposition to me.

Now, here is this customer, who is threatening Sony with going to Amazon or B&N. And another one, who is calling the BBB. Or is it the same one? Do Sony care? Perhaps they do. That is why they are having those obsolete readers repaired at their own expense.

What do you get if you switch? That is what I don't understand. EPUB? PDF? Longer battery life? What? I have used all three brands, and I still like Sony the most.

pilotbob · 03-17-2010, 02:43 PM

Quote:

Originally Posted by porkupan

Is Amazon going to add normal PDF support to any of its readers? Wait and see.

Why wait and see? Both the Kindle 2 and the Kindle DX support .PDF files.

BOb

HarryT · 03-17-2010, 02:53 PM

Quote:

Originally Posted by pilotbob

Why wait and see? Both the Kindle 2 and the Kindle DX support .PDF files.

... although not terribly well.

pilotbob · 03-17-2010, 02:54 PM

Quote:

Originally Posted by HarryT

... although not terribly well.

It's all relative.

No ebook reader supports PDF terribly well either... when compared to viewing it on a PC.

BOb

HarryT · 03-17-2010, 02:56 PM

True, but Amazon devices are pretty much the only ones that don't let you use such things as hyperlinks or the table of contents in a PDF, or offer any form of "zoom" at all, other than switching to landscape orientation.

pilotbob · 03-17-2010, 03:04 PM

Quote:

Originally Posted by HarryT

True, but Amazon devices are pretty much the only ones that don't let you use such things as hyperlinks or the table of contents in a PDF, or offer any form of "zoom" at all, other than switching to landscape orientation.

Understood. But compare the price of the Kindle DX to other large format readers and you have to wonder it a working TOC is that important.

Of course, you can "sort of" zoom on the DX by reading landscape mode. I would also submit that on the DX the need to zoom is greatly diminished since you are viewing the PDF at "almost" full size.

I also fully expect some updates to the Kindle DXs viewer. Though don't buy it expecting that.

Since March is almost out I am wondering where the "better ebook organization" feature firmware for Kindles are coming. Didn't they say 1st quarter of this year?

BOb

porkupan · 03-17-2010, 03:12 PM

Come on, the PDF support on Kindles is the worst of all ebook readers. It doesn't do zoom, it doesn't do search, it doesn't do notes, or lookup, or hyperlinks, or any of the stuff that was supposed to be the reason to buy the Kindle over the Sony Reader at the first place.

Yeah, KDX has a big screen. But it is still costs $490 more than the PRS-500 that you already have at home, right? It is still uncomfortable for reading standard Letter size PDFs. It is still a huge big device that is not nearly close to being portable or pocket sized. It doesn't even come with a cover. And you must purchase books from the evil uncle Amazon (unless you do all those illegal things that in theory you shouldn't do).

EatingPie · 03-17-2010, 04:30 PM

Quote:

Originally Posted by porkupan

Well, I agree it was not a good upgrade. It was not tested well, it had its problems. And I agree that brand loyalty is absolutely not required.

Quote:

However, it is not clear, what Sony could have done? Their software developers were searching for solution, they've finally found it (or they say they have). They will be updating all the returned readers and shipping those readers back to the customers. Within the next few days. Sounds like a reasonable proposition to me.

Now, here is this customer, who is threatening Sony with going to Amazon or B&N. And another one, who is calling the BBB. Or is it the same one? Do Sony care? Perhaps they do. That is why they are having those obsolete readers repaired at their own expense.

While Sony should have tested their solution more thoroughly, I am not destroyed by the fact they did not -- assuming we all either end up with fixed or replaced Readers. You say they are now updating the Readers again. It's not yet clear if they are for everyone, nor is it clear if the new solution works... hopefully it does!

I doubt Sony cares about one customer. But the thing is, making a lot of noise, and getting others to do the same... that will get Sony's attention. Because that means it's lots of customers. And if it weren't for forum's like this one, I personally doubt Sony would do anything about the FW updated / Battery destroyed Readers.

And back to my previous caveat. Sony may have offered to update our Readers for free, but even so, they broke them. It's now their job to make that situation right. If they don't, we as customers should call the BBB, threaten to defect to another brand, talk about it on the Internet, or tell all our friends never to buy a Sony Reader.

Quote:

What do you get if you switch? That is what I don't understand. EPUB? PDF? Longer battery life? What? I have used all three brands, and I still like Sony the most.

Longer battery life for damn sure!

I wrote software for the Reader, which I use all the time. And I like the LRF format more than EPUB or Kindle formats. So I am brand loyal. I also have not gotten the run around. Nor have I been told "5 more days" over and over. Nor have I tried to send in for the 2nd fix. But given that this whole thing started in November or so, and there are people who did experience these things, well they are the ones who are frustrated enough to leave.

Were I taken through the ringer like some people, I would have a very simple answer to your question:

Q: What do you get if you switch?
A: Not Sony!

-Pie

Ron_SC · 03-17-2010, 04:56 PM

Quote:

Originally Posted by porkupan

Well, I agree it was not a good upgrade. It was not tested well, it had its problems. And I agree that brand loyalty is absolutely not required.

However, it is not clear, what Sony could have done? Their software developers were searching for solution, they've finally found it (or they say they have). They will be updating all the returned readers and shipping those readers back to the customers. Within the next few days. Sounds like a reasonable proposition to me.

Now, here is this customer, who is threatening Sony with going to Amazon or B&N. And another one, who is calling the BBB. Or is it the same one? Do Sony care? Perhaps they do. That is why they are having those obsolete readers repaired at their own expense.

What do you get if you switch? That is what I don't understand. EPUB? PDF? Longer battery life? What? I have used all three brands, and I still like Sony the most.

Two obvious facts must be addressed. One, my angst has built over several months of fighting Sony's web site and Customer Service. What ever happened to 'standing by your word'? Unable to because of circumstances beyond your control? How about communicating the FACTS to your customers!? Item # Two, would you buy from a company with the reputation these 'posts' have outlined? I'm glad you are personally satisfied, that is all we each ask. Basically, being an early customer of ereaders I have watched them, while trying to have exclusive control of customers, evolve toward 'all the same thing'. More thoughts but supper awaits.

Ron_SC · 03-17-2010, 05:54 PM

I challenge all of you younger than 50 to ask any one over 60 if 'customer service' is as good as it used to be.
I was a 'road warrior' for nearly 30 years and only made a good living because I understood what high quality customer service meant to my customers.
Now back to PRS-500s. I bought one for just under $400 when they first appeared. It was a good investment until improvements made it nearly obsolete. If Sony hadn't offered to upgrade the firmware I would have continued using it (PDF) until it quit. And probably bought another. I had no idea that Sony had such poorly organized 'customer service'.
The web site for the PRS-500 is a total waste of time. If it has a 'web master' he/she must be on perpetual vacation. If not physically, mentally.
Good luck to you all that wish to hang in there. Just remember- all things built by man, breakdown and need good support behind them.

ritoroy · 03-18-2010, 07:53 AM

Quote:

Originally Posted by ritoroy

After complaining about the previous firmware upgrade and sending in my PRS500 to Laredo, I received it back today with firmware 2.0.00.14251. Will have to wait a couple of days to check if the new version has fixed the battery problem.

Here is a quick appraisal of battery life on the PRS-500 since the second firmware upgrade. After charging the Reader by USB for about an hour on Monday, I have used it for an hour every night (roughly 150 page-turns) and have allowed it to enter standby automatically (making it a total of 3 + 1.5 hours of use), and the battery indicator has yet to dislodge from full four bars. While it is too early to comment on whether it is back to its old power consumption profile, it s definitely an improvement over the first firmware upgrade. It is interesting that when the Reader was returned this week, it still held 50% charge, as opposed to the last time when the Reader was sent back stone dead!

Scott_T · 03-18-2010, 09:44 AM

Holy crap! UPS just showed up with a box from sony, its full off bubblewrap and a prepaid return label!
I've only called the main hotline and they sent me to loredo which I never got around to calling out of laziness and waiting to see what was going to happen.

kilohertz53 · 03-18-2010, 10:46 AM

I just got an email from Sony Service:

Dear PRS-500 Reader(TM) Owner,

Thank you for allowing us to update your Reader to be compatible with our new and improved Reader(TM) Store. As a result of this update, you may have experienced diminished battery life with your PRS-500. This was an unintended side effect. Part of the benefit of using a device like the Reader is the superior battery life and we would like to ensure that you continue to enjoy this key advantage. To this end, we have developed new firmware that will resolve the issue. Unfortunately, this will require you to send your Reader back to us again. We realize this may pose another inconvenience for you but we hope you will accept our sincerest apologies and allow us to repair your Reader.

What do I need to do?

Due to the nature of the work required, you will need to send your PRS-500 Reader back to the Sony Service Center. We have already taken steps to send a pre-paid box to you in which you can pack your Reader with as little hassle as possible. Sony will pay the postage and have your Reader back to you promptly.

If you do not receive a box, have changed your mailing address or have any questions please call: 1-877-552-7669 or visit https://eservice.sony.com/webrma/web...0&purchaseDate to print a pre-paid UPS label to mail back your Reader in your own packaging.

Please keep in mind this issue only affects PRS-500 units that have previously been updated by Sony. We apologize once again and will include a $10 coupon for the Reader Store when we send your Reader back to you.

Sincerely,
The Reader Team

So I'll give them a few days to get the pre-paid box to me before I call them. I guess they'll either fix our 500s or offer us newer model refurbs. The $10 coupon is a nice gesture.

03-17-2010, 02:33 PM	#48
porkupan Fanatic Posts: 556 Karma: 1057213 Join Date: Sep 2006 Location: North Eastern U.S. Device: Sony Reader	Well, I agree it was not a good upgrade. It was not tested well, it had its problems. And I agree that brand loyalty is absolutely not required. However, it is not clear, what Sony could have done? Their software developers were searching for solution, they've finally found it (or they say they have). They will be updating all the returned readers and shipping those readers back to the customers. Within the next few days. Sounds like a reasonable proposition to me. Now, here is this customer, who is threatening Sony with going to Amazon or B&N. And another one, who is calling the BBB. Or is it the same one? Do Sony care? Perhaps they do. That is why they are having those obsolete readers repaired at their own expense. What do you get if you switch? That is what I don't understand. EPUB? PDF? Longer battery life? What? I have used all three brands, and I still like Sony the most. Last edited by porkupan; 03-17-2010 at 02:35 PM.

03-17-2010, 05:54 PM	#57
Ron_SC aghast! Posts: 5 Karma: 10 Join Date: Mar 2010 Location: South Carolina Device: PRS-500	Trials of Life I challenge all of you younger than 50 to ask any one over 60 if 'customer service' is as good as it used to be. I was a 'road warrior' for nearly 30 years and only made a good living because I understood what high quality customer service meant to my customers. Now back to PRS-500s. I bought one for just under $400 when they first appeared. It was a good investment until improvements made it nearly obsolete. If Sony hadn't offered to upgrade the firmware I would have continued using it (PDF) until it quit. And probably bought another. I had no idea that Sony had such poorly organized 'customer service'. The web site for the PRS-500 is a total waste of time. If it has a 'web master' he/she must be on perpetual vacation. If not physically, mentally. Good luck to you all that wish to hang in there. Just remember- all things built by man, breakdown and need good support behind them.

03-18-2010, 09:44 AM	#59
Scott_T Groupie Posts: 154 Karma: 876 Join Date: Dec 2009 Device: Kindle 3 wifi, Sony PRS-300, Sony PRS-500, Reb1100(dead)	Holy crap! UPS just showed up with a box from sony, its full off bubblewrap and a prepaid return label! I've only called the main hotline and they sent me to loredo which I never got around to calling out of laziness and waiting to see what was going to happen. Last edited by Scott_T; 03-18-2010 at 09:47 AM.

03-18-2010, 10:46 AM	#60
kilohertz53 Zealot Posts: 141 Karma: 671 Join Date: Jul 2007 Location: Harwichport, MA Device: Sony PRS-500, Sony PRS-350, Augen "The Book"	I just got an email from Sony Service: Dear PRS-500 Reader(TM) Owner, Thank you for allowing us to update your Reader to be compatible with our new and improved Reader(TM) Store. As a result of this update, you may have experienced diminished battery life with your PRS-500. This was an unintended side effect. Part of the benefit of using a device like the Reader is the superior battery life and we would like to ensure that you continue to enjoy this key advantage. To this end, we have developed new firmware that will resolve the issue. Unfortunately, this will require you to send your Reader back to us again. We realize this may pose another inconvenience for you but we hope you will accept our sincerest apologies and allow us to repair your Reader. What do I need to do? Due to the nature of the work required, you will need to send your PRS-500 Reader back to the Sony Service Center. We have already taken steps to send a pre-paid box to you in which you can pack your Reader with as little hassle as possible. Sony will pay the postage and have your Reader back to you promptly. If you do not receive a box, have changed your mailing address or have any questions please call: 1-877-552-7669 or visit https://eservice.sony.com/webrma/web...0&purchaseDate to print a pre-paid UPS label to mail back your Reader in your own packaging. Please keep in mind this issue only affects PRS-500 units that have previously been updated by Sony. We apologize once again and will include a $10 coupon for the Reader Store when we send your Reader back to you. Sincerely, The Reader Team So I'll give them a few days to get the pre-paid box to me before I call them. I guess they'll either fix our 500s or offer us newer model refurbs. The $10 coupon is a nice gesture. Last edited by kilohertz53; 03-18-2010 at 10:55 AM.

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03-17-2010, 02:56 PM	#52
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	True, but Amazon devices are pretty much the only ones that don't let you use such things as hyperlinks or the table of contents in a PDF, or offer any form of "zoom" at all, other than switching to landscape orientation.

03-17-2010, 03:12 PM	#54
porkupan Fanatic Posts: 556 Karma: 1057213 Join Date: Sep 2006 Location: North Eastern U.S. Device: Sony Reader	Come on, the PDF support on Kindles is the worst of all ebook readers. It doesn't do zoom, it doesn't do search, it doesn't do notes, or lookup, or hyperlinks, or any of the stuff that was supposed to be the reason to buy the Kindle over the Sony Reader at the first place. Yeah, KDX has a big screen. But it is still costs $490 more than the PRS-500 that you already have at home, right? It is still uncomfortable for reading standard Letter size PDFs. It is still a huge big device that is not nearly close to being portable or pocket sized. It doesn't even come with a cover. And you must purchase books from the evil uncle Amazon (unless you do all those illegal things that in theory you shouldn't do).