PRS-600 Screen Washed Out

[mbern1008]

Keeping my fingers crossed. My replacement unit for my replacement unit is being shipped out today. I asked if it is being tested before it is sent out to make sure it does not exhibit the same issue and he said they are not allowed to do that lol. He also said if I still experience an issue with the new refurb to call them back and do another swap and that is why I have a warranty.

[ziegl027]

Originally Posted by mbern1008

I asked if it is being tested before it is sent out to make sure it does not exhibit the same issue and he said they are not allowed to do that lol.

That's assinine....

[mbern1008]

tell me about it. So I can be doing this for months since I'm thinking the major reason why it would be in for refurb in the first place would be for this reason

[Mike_73]

Lol
The replacement unit for the replacement unit....

I would think that if one has the same problem with a replacement unit that they would either send out a brand new one or at least check if the replacement unit for the replacement unit is ok as asked by the customer...

[mbern1008]

well hopefully come Monday I wont be sending out the replacement unit to be replaced by another refurb to replace the two prior replacement units

[Kicou]

Hi everyone!

I just registered to add a "me too".

I bought a PRS600 last Friday (first time buyer) and found this forum thread. I decided to try the reader under bright sunlight, only to discover that my unit was suffering from the problem people are describing here:

- display seems to be fine when exposed to direct sun light
- turning page will show a washed out, unevenly printed page
- turning page again will fade screen even more
- turned page one more time and the screen was hardly displaying anything anymore

I tried with the screen half under my shadow, half under the sun, and only the sun lit portion of the screen will display this strange behaviour. I don't think it is heat related; I was not outside for long, and it's still kind of cool here in Ontario.

Aaargh! I was so looking forward to spending sunny afternoons reading in the backyard, which I cannot do with a laptop computer screen. And now this!

I went back immediately to FutureShop (Canadian big retail store, same thing as Best Buy) and had it exchanged. I checked the serial numbers to make sure that both units were not from the same batch, and proceeded to charge the new reader.

I took a break from work a few minutes ago and stepped out under the sun to check it: Hurray! The e-ink remains stable even after changing pages!

This was just to confirm that:
1. There is a problem with some screens not displaying e-ink properly under direct sun light
2. Not all screens are affected, which means that this is a manufacturing defect and that e-ink technology is not supposed to fade under direct sun light.

That's it

[lachbus]

Well, I've made up my mind to send my PRS-300 back, because of this issue. However, when I try to do this exchange on the Sony web site, they claim they will charge a flat $29 plus tax for 'labor' and I have to pay for the shipping to them. Did you guys have a different deal because you were within the 90 days (I'm on day 105), or because you raised a stink on the phone? I didn't try to call them this time, last time was just too annoying.

[ziegl027]

Originally Posted by lachbus

Well, I've made up my mind to send my PRS-300 back, because of this issue. However, when I try to do this exchange on the Sony web site, they claim they will charge a flat $29 plus tax for 'labor' and I have to pay for the shipping to them. Did you guys have a different deal because you were within the 90 days (I'm on day 105), or because you raised a stink on the phone? I didn't try to call them this time, last time was just too annoying.

Don't get me started. I'm probably going to file a complaint with the FTC for false advertising. Last I spoke with them yesterday (my replacement unit still has a detectable fade), they claimed that this was normal functioning of the device and that I should find some shade. They told me they would give me my money back, if I wanted, but I had to pay shipping . I'm sorry, to pay shipping to return a product that was either a)defective or b) falsely advertised is beyond absurd.

I'm still not sure exactly what I'm going to do with the units. I mean, I still really like the thing in general, but the way I've been treated over this really ticks me off.

[emonti8384]

Originally Posted by lachbus

Well, I've made up my mind to send my PRS-300 back, because of this issue. However, when I try to do this exchange on the Sony web site, they claim they will charge a flat $29 plus tax for 'labor' and I have to pay for the shipping to them. Did you guys have a different deal because you were within the 90 days (I'm on day 105), or because you raised a stink on the phone? I didn't try to call them this time, last time was just too annoying.

I was within the first 90 days of my warranty so I qualified for an "Advanced Exchange." Outside of the first 90 days you have to pay $29 and something-odd-cents for the shipping. I had a 505 I needed to replace about 9-10 months after I had it. I paid the $30 and sent it in. Within a week they had exchanged my device and sent it back to me.

I think at this point it depends on how much it bothers you. If I wouldn't have qualified for an Advanced Exchange I wouldn't have done it, I don't think. I'm not sure it would have been worth the trouble. I would try calling first if I were you. Don't call customer service; call technical support, they are the ones that handle everything. Customer service doesn't know anything. Gotta love 'em!

[lachbus]

Hmm. Well, I would cough up the extra $29 (plus FedEx shipping) it if I knew the replacement reader is better. However, from reading these posts it appears as if it's pure luck if you get one back that's better, or maybe even worse. I mean, indeed as someone pointed out, these refurbished units come from somewhere. While I really like the reader in principle, I'm pretty disappointed with Sony. Their reputation with me is currently at a low. Not saying that the other companies would be much better (just try support for Creative MP3 players or Acer laptops if you want to see what results from outsourcing your customer support and service to the lowest bidder). But this issue so clearly seems to be a manufacturing deficiency that I'm thinking they ought to admit to it and replace them free of charge. I'm a pretty active buyer of gadgets, and will certainly be influenced by this experience in my future buying decisions for any devices, and Sony makes a lot of stuff I frequently buy...

[jduvall]

I experienced this today contacted the company I purchased from they offered to exchange (well return, refund repurchase) and even sent me a shipping label.

This is very tempting but at the same time I find my self wondering is it really that big a deal? I dont typically sit out side in direct sun light if I dont have to, I usually read under a shade tree or indoors, so I may sit on mine for a while and see how much of an issue it becomes before I return or not

[mbern1008]

woohoo the refurb to replace the refurb works in sunlight

[kennyc]

Originally Posted by mbern1008

woohoo the refurb to replace the refurb works in sunlight

Great to hear!

[ziegl027]

Originally Posted by mbern1008

woohoo the refurb to replace the refurb works in sunlight

Can you do me a favor, and try my image test? Bring up an image (the "baby" works pretty well), cover half of it, and flip back and forth a few times. Is there a line there where you can tell where half the screen was shaded? I'm trying to figure out if there really are units that have NO fade at all. If there are, then Sony is feeding me a ration of you-know-what and my refurb is defective, too.

[kennyc]

Originally Posted by ziegl027

Can you do me a favor, and try my image test? Bring up an image (the "baby" works pretty well), cover half of it, and flip back and forth a few times. Is there a line there where you can tell where half the screen was shaded? I'm trying to figure out if there really are units that have NO fade at all. If there are, then Sony is feeding me a ration of you-know-what and my refurb is defective, too.

Mine doesn't fade (none of the three I've had). Thousands (millions?) of others don't either.