Broken on-off button - Page 2

SandySchwab · 08-25-2008, 04:12 PM

Quote:

Originally Posted by JSWolf

We already have proof that they don't even fix that. Screens have been known to just crack and not be fixed under warranty.

Yes, I know. And it sucks big time.

I love my Cybook (which, luckily, has so far resisted the temptation to self-destruct *knocking on wood*), but knowing what I do now of Bookeen's customer service, I would not buy from them again.

JSWolf · 08-25-2008, 04:52 PM

From what I know now, my choices would be the 505, V3, Kindle, and as for the rest, not sure. I won't be purchasing any new devices where the only way to get support is via email. I read about too many issues getting a reply.

bwaldron · 08-25-2008, 06:31 PM

Quote:

Originally Posted by SandySchwab

I love my Cybook (which, luckily, has so far resisted the temptation to self-destruct *knocking on wood*), but knowing what I do now of Bookeen's customer service, I would not buy from them again.

That makes two of us. Love mine, but if/when it dies, I'll be looking elsewhere.

bwaldron · 08-25-2008, 06:34 PM

Quote:

Originally Posted by JSWolf

From what I know now, my choices would be the 505, V3, Kindle, and as for the rest, not sure. I won't be purchasing any new devices where the only way to get support is via email. I read about too many issues getting a reply.

My past experience with Sony support on other products is a big reason why I didn't buy a 505, even though I like its design the best among the current e-ink devices.

JSWolf · 08-25-2008, 08:40 PM

Overall, support on the 505 has been good. I give Sony high marks for this. I need to give them a call or stop by SonyStyle to find out one more bit of info... how much do they charge for repairs if the screen is ok.

HarryT · 08-26-2008, 02:05 AM

Just to offer a contrary viewpoint, my support experiences with Bookeen have been uniformly good. Prompt replies to e-mail and helpful service.

Someone said, I think, that it's "ridiculous" to charge to repair a broken power switch. I would suggest that it's a heck of a lot better than not offering a repair service AT ALL, as is the case with Amazon. Should the power switch of a Kindle break, and Amazon decide that it's not a warranty repair, then you are completely stuck - there's no way to get it repaired. Bookeen always will offer you the option of a repair, even if they do charge you for it.

Sparrow · 08-26-2008, 02:29 AM

Quote:

Originally Posted by HarryT

Someone said, I think, that it's "ridiculous" to charge to repair a broken power switch. I would suggest that it's a heck of a lot better than not offering a repair service AT ALL, as is the case with Amazon. Should the power switch of a Kindle break, and Amazon decide that it's not a warranty repair, then you are completely stuck - there's no way to get it repaired. Bookeen always will offer you the option of a repair, even if they do charge you for it.

According to the discussion at:
http://gadgets.boingboing.net/2008/0...t-a-broke.html
Amazon seem to ship a new unit if there's a hardware fault (inc. a broken screen) - which would be better than waiting for a repair imho.

Any company that decides a broken power switch isn't a warranty repair rings alarm bells with me

.

tompe · 08-26-2008, 02:38 AM

Quote:

Originally Posted by HarryT

J
Someone said, I think, that it's "ridiculous" to charge to repair a broken power switch. I would suggest that it's a heck of a lot better than not offering a repair service AT ALL, as is the case with Amazon. Should the power switch of a Kindle break, and Amazon decide that it's not a warranty repair, then you are completely stuck - there's no way to get it repaired. Bookeen always will offer you the option of a repair, even if they do charge you for it.

If you have used the device in a normal way they should not charge you according to EU rules. Some companies seems to use the fact that customer is not aware of the rules and Bookeen seem to be one of this immoral companies. Which is also shown in the fact that they are selling copyrighted material that they are not allowed to sell.

peterbbb · 08-26-2008, 02:40 AM

I don't know who decided to simply replace my Cybook when the screen failed, not broke, but had a screen controller failure. I purchased from ereaders and returned it to them. They were great.

I have emailed Bookeen once to report a stuck on the bootup screen and I got a reply by email suggesting I reflashed the Cybook. The Bookeen reply seemed a little terse. I like the reader itself and I bought my daughter one recently. She is yet to pick it up so I do not know her reaction.

What I will say is that poor service support does not make me feel very positive towards a company and might make me look elsewhere when I buy my replacement reader. Not the only factor, but certainly a big factor.

I assume that someone from Bookeen reads this forum and can take some note of this very gentle group's nudge towards a better customer service. Be nice to have someone like the "Mentor" guy who communicates readily and seems to be genuinely interested in our views.

ErwinOtten · 08-26-2008, 04:06 AM

Quote:

Originally Posted by bwaldron

That makes two of us. Love mine, but if/when it dies, I'll be looking elsewhere.

I have mine about a week now, absolutely love it. But I handle it like a baby, because when it breaks I won't let it be repaired and I won't buy a new one.
Reading all the stories here I'm convinced now that the device is too fragile (Derek alone has 4 broken ones......) and that support is too poor (do I really need to elaborate on that...).
Living in Europe we can't choose for a Sony (and the kindle looks dreadful

) and an iLiad is too expensive and too big. So the CyBook is (for me) the only useful device with MobiPocket (Yes I want to read new novels on my reader and yes I really want to pay for them, so I'm in favor of DRM).

So should mine break I will go back to paper books for a couple of years... Sad but true

bwaldron · 08-26-2008, 10:36 AM

Quote:

Originally Posted by HarryT

Just to offer a contrary viewpoint, my support experiences with Bookeen have been uniformly good. Prompt replies to e-mail and helpful service.

You live a charmed life, Harry

Some of us aren't so lucky in terms of receiving any reply to emails -- never mind a prompt one.

Quote:

Someone said, I think, that it's "ridiculous" to charge to repair a broken power switch. I would suggest that it's a heck of a lot better than not offering a repair service AT ALL, as is the case with Amazon. Should the power switch of a Kindle break, and Amazon decide that it's not a warranty repair, then you are completely stuck - there's no way to get it repaired. Bookeen always will offer you the option of a repair, even if they do charge you for it.

However, as far as I can see, Bookeen turns almost everything into a repair that isn't covered by the warranty; Amazon seems more reasonable in that regard.

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08-25-2008, 04:52 PM	#17
JSWolf Resident Curmudgeon Posts: 79,792 Karma: 146391129 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	From what I know now, my choices would be the 505, V3, Kindle, and as for the rest, not sure. I won't be purchasing any new devices where the only way to get support is via email. I read about too many issues getting a reply.

08-25-2008, 08:40 PM	#20
JSWolf Resident Curmudgeon Posts: 79,792 Karma: 146391129 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Overall, support on the 505 has been good. I give Sony high marks for this. I need to give them a call or stop by SonyStyle to find out one more bit of info... how much do they charge for repairs if the screen is ok.

08-26-2008, 02:05 AM	#21
HarryT eBook Enthusiast Posts: 85,547 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Just to offer a contrary viewpoint, my support experiences with Bookeen have been uniformly good. Prompt replies to e-mail and helpful service. Someone said, I think, that it's "ridiculous" to charge to repair a broken power switch. I would suggest that it's a heck of a lot better than not offering a repair service AT ALL, as is the case with Amazon. Should the power switch of a Kindle break, and Amazon decide that it's not a warranty repair, then you are completely stuck - there's no way to get it repaired. Bookeen always will offer you the option of a repair, even if they do charge you for it.

08-26-2008, 02:40 AM	#24
peterbbb BoyReader Posts: 151 Karma: 308 Join Date: Jun 2008 Location: Llangollen, North Wales, UK Device: Cybook Gen3 and now Kindle 3	I don't know who decided to simply replace my Cybook when the screen failed, not broke, but had a screen controller failure. I purchased from ereaders and returned it to them. They were great. I have emailed Bookeen once to report a stuck on the bootup screen and I got a reply by email suggesting I reflashed the Cybook. The Bookeen reply seemed a little terse. I like the reader itself and I bought my daughter one recently. She is yet to pick it up so I do not know her reaction. What I will say is that poor service support does not make me feel very positive towards a company and might make me look elsewhere when I buy my replacement reader. Not the only factor, but certainly a big factor. I assume that someone from Bookeen reads this forum and can take some note of this very gentle group's nudge towards a better customer service. Be nice to have someone like the "Mentor" guy who communicates readily and seems to be genuinely interested in our views.

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