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#16 | |
Mad Author
![]() Posts: 39
Karma: 34
Join Date: Dec 2007
Location: Frankfurt, Germany
Device: Cybook
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Quote:
![]() 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. |
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#17 |
Resident Curmudgeon
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Karma: 146391129
Join Date: Nov 2006
Location: Roslindale, Massachusetts
Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3
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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.
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#18 |
Wizard
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Karma: 543210
Join Date: Feb 2008
Location: Gatlinburg, Tennessee
Device: Kindles: Paperwhite Signature Ed., Oasis 2, Voyage
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That makes two of us. Love mine, but if/when it dies, I'll be looking elsewhere.
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#19 |
Wizard
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Karma: 543210
Join Date: Feb 2008
Location: Gatlinburg, Tennessee
Device: Kindles: Paperwhite Signature Ed., Oasis 2, Voyage
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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.
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#20 |
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
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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.
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#21 |
eBook Enthusiast
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Karma: 93383099
Join Date: Nov 2006
Location: UK
Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6
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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. |
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#22 | |
Wizard
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Karma: 1358132
Join Date: Nov 2007
Location: UK
Device: Palm TX, CyBook Gen3
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Quote:
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 ![]() |
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#23 | |
Grand Sorcerer
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Karma: 7185064
Join Date: Oct 2007
Location: Linköpng, Sweden
Device: Kindle Voyage, Nexus 5, Kindle PW
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#24 |
BoyReader
![]() ![]() ![]() ![]() Posts: 151
Karma: 308
Join Date: Jun 2008
Location: Llangollen, North Wales, UK
Device: Cybook Gen3 and now Kindle 3
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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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#25 | |
Addict
![]() ![]() ![]() ![]() ![]() Posts: 338
Karma: 444
Join Date: Jul 2008
Location: The Netherlands
Device: Cybook G3
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Quote:
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 ![]() So should mine break I will go back to paper books for a couple of years... Sad but true ![]() ![]() ![]() |
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#26 | ||
Wizard
![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() ![]() Posts: 1,230
Karma: 543210
Join Date: Feb 2008
Location: Gatlinburg, Tennessee
Device: Kindles: Paperwhite Signature Ed., Oasis 2, Voyage
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Quote:
![]() Some of us aren't so lucky in terms of receiving any reply to emails -- never mind a prompt one. Quote:
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