Bought a PRS 700 from Borders...miserable...now what?

[lilac_jive]

Originally Posted by moz

Does the US not have *any* consumer protection laws at all?

Over here goods sold retail have to be fit for purpose and remain that way for a reasonable time (12 month minimum for most things, can be higher for goods a reasonable person would expect to last longer). So if it doesn't work when you buy it, that's trivial. I've also successfully returned things sans packaging despite claims to the contrary from shops. The easy start there is "give me a new one"... "oooh look, all the packaging you could possibly need". But for the plastic crud that you have to cut off, same deal, it still has a warranty and the shop can't contract out of it.

Of course we do The tricky thing here is that Borders doesn't usually sell electronics, and I don't think they're set up to handle broken stuff. It would have taken longer (since they'd have to send it back), but Sony would take care of this. It's got a 1 year warranty. Other companies who just sell the products have their own warranty, and I don't think that is the case with Borders.

[Nate the great]

Originally Posted by moz

Does the US not have *any* consumer protection laws at all?

Over here goods sold retail have to be fit for purpose and remain that way for a reasonable time (12 month minimum for most things, can be higher for goods a reasonable person would expect to last longer). So if it doesn't work when you buy it, that's trivial. I've also successfully returned things sans packaging despite claims to the contrary from shops. The easy start there is "give me a new one"... "oooh look, all the packaging you could possibly need". But for the plastic crud that you have to cut off, same deal, it still has a warranty and the shop can't contract out of it.

Yes we do.
http://en.wikipedia.org/wiki/Merchantability

[JSWolf]

An item that does not have a return option can still be exchanged if the item is found to be defective. I believe in the US you have a guaranteed 7 days in which to do this. The store can give you more time. But 7 days is what you get if the store does not give more time.

[LucidDreams]

Usually, you have to "sign" a paper saying you agree to such terms. Otherwise, you'll be able to dispute it if you purchased with a credit card. What burns me up is that Border's charges MSRP for the Sony eBook Readers and as such they should provide the best service with regards to that purchase. I can see no reason why they would not exchange it for the same item. Never seen a sign at the checkout stating "all sales are final". Stores that do that usually have a big sign at the checkout lines.

[RickyMaveety]

Originally Posted by AnemicOak

How is it Sony's fault?

The fact that the purchaser cannot return the item (and can only get an exchange) is not Sony's fault. That's Border's fault. However, since most of the people in my part of the planet purchase their Sony readers through Borders, this is one more reason why I would not recommend purchasing a Sony reader.

Another reason is that their customer service is lousy, and their products are not as well made as they used to be. Those are two other reasons that are Sony's fault.

I hope that's a little more clear for you.

[rhadin]

Originally Posted by RickyMaveety

However, since most of the people in my part of the planet purchase their Sony readers through Borders, . . .

That's a pretty brazen assertion considering the number of retailers that sell Sony Readers. What is the source that supports your statement that most Readers in the United States are purchased from Borders?

I would also add that it is a non sequitor to conclude that someone should not buy a Sony Reader because Borders has poor customer service. It's like saying that one shouldn't buy a Kindle because Jeff Bezos is bald or Oprah Winfrey shills it. A more apt conclusion might be that one should not buy a Sony Reader from Borders and should look to buy it from a different retailer or directly from Sony.

As for Sony's customer service and the quality of the Reader, my experience is that the customer service is fine and for 14 months my Reader has been perfect.

[Server]

Originally Posted by RickyMaveety

The fact that the purchaser cannot return the item (and can only get an exchange) is not Sony's fault. That's Border's fault. However, since most of the people in my part of the planet purchase their Sony readers through Borders, this is one more reason why I would not recommend purchasing a Sony reader.

Another reason is that their customer service is lousy, and their products are not as well made as they used to be. Those are two other reasons that are Sony's fault.

I hope that's a little more clear for you.

Wrong again. There is no blame or fault on the merchant. You are responsible
for your own due diligence! If you can't read return policy or fail to test
before you buy then the only one to blame is the purchaser who does not
know how to purchase / evaluate a product in the first place.

In some countries, return policies such that of North America is unheard of!
With a mentality of everything is disposable, its little wonder how badly
spoiled today's consumers really are.

Leave it to one in the minority to cry wolf, and then troll around and
spew their hate for no good reason and then wonder why innovation
takes so long and costs so much!

[Andybaby]

ive never even been in a boarders. but most people who buy from a retail store like that understand the return policy... what can they do with open electronics. and even if it did have a return policy. it would be subject to a 15-25% restocking fee. (60-100 bucks..)

ebay it... or sell it here.

[ddavtian]

SonyStyle has 14 days for returns, 15% restocking fee. My new 700 got a hardware problem after 35 days, the store manager was very nice and replaced the unit without any charge.

Frys has 30 days for returns, no fee. Target is even more, 90 days, no fees. No questions asked at both places.

There are around 500 Borders and over 1,600 Target in US. While Borders is more logical place to shop for an ebook reader, Target has Sony on display since September. I may be wrong, but I think I saw a reader ad in my local BestBuy too. So many places to try and buy it now :-)

[lisreed]

When I returned my 700 to Sonystyle (online), the policy was 30 day returns and they may charge restocking fee. I wasn't charged any restocking fee however.

[RickyMaveety]

Originally Posted by Server

Wrong again. There is no blame or fault on the merchant. You are responsible
for your own due diligence! If you can't read return policy or fail to test
before you buy then the only one to blame is the purchaser who does not
know how to purchase / evaluate a product in the first place.

So, I'm supposed to be able to unbox the item and test it out in the store?? Most stores here in the US will not allow the consumer to do that. You can examine the display models, but not take an item to be purchased out of the box to set it up and test it or try it out.

Originally Posted by Server

In some countries, return policies such that of North America is unheard of!
With a mentality of everything is disposable, its little wonder how badly
spoiled today's consumers really are.

Well, then, I guess Amazon's wonderful return policy for the Kindle has spoiled me rotten.

Originally Posted by Server

Leave it to one in the minority to cry wolf, and then troll around and
spew their hate for no good reason and then wonder why innovation
takes so long and costs so much!

Do you have any idea what it means to "cry wolf"?? I also do not consider myself a "troll" simply because I consider Sony to have inferior customer service. If voicing my opinion is spewing hate (?) then, that's just too bad for you. I fully intend to keep voicing my opinion, whether you like it or not.

I see nothing in my post about innovation and the costs of same. I am fully aware of the return policy for Borders, and I do little or no shopping there as a result. I am fully aware (from prior experience) of the lousy Sony customer service, and I buy as few Sony products as possible as a result.

Don't see how that makes me a cry baby. Just a smarter consumer than you are. And, since that is the case .... *poof* you are ignored from here to eternity.

[jesse]

For what it's worth, Borders refused to take a return on the PRS 700 today. Their position is that the Reader is covered under the 'exchanges' section of their returns policy and not under the 'returns' section of the policy. The policy they showed me doesn't actually say "Items listed as eligible for exchange may not be returned", though the store manager's position was that that is implicit as the policy was written.

She's told me she'll ask corporate if they can make an exception, but I'm not particularly hopeful.

[kazbates]

Like some of the others who have posted here, it took me a few hours of reading to get used to the 700, I had been using an ebookwise 1150 for years and loved it. When we compared the 700 to the other Sony reader (I think it was the 505) at Borders before buying, the older model was definitely clearer. I chose the 700 because I really liked the touch screen capability of as that was what I was used to with the EBW 1150. It was a hard decision, though. I think I went back 3 or 4 times to compare them. Perhaps Borders will let you exchange the 700 for the other model and get a store credit for the difference. Good luck!

By the way, thanks for your post. I will be much more careful in making purchases from Borders in the future. No matter that they are new to selling electronics, in this economy making sure customers are happy and getting them back in their stores should be a top priority.
Kaz

[dhbailey]

Originally Posted by kazbates

By the way, thanks for your post. I will be much more careful in making purchases from Borders in the future. No matter that they are new to selling electronics, in this economy making sure customers are happy and getting them back in their stores should be a top priority.
Kaz

One would think that would be a priority, but in today's world the actual contact with the consumer is the last thing anybody in the corporate world thinks about, which is why the world's economy is in such horrible shape. Everybody only cares about how well their stock does in the stock market, and every corporate decision seems geared towards that.

Today it seems that corporations only begrudgingly consider their customers and then only as to how it will affect their stock prospectus. How can Target and Walmart have such a terrific return policy and Border's have such a horrible return policy? Border's will take back books as long as they look new, even though the customers may have read them but they won't take back electronics. There's no logic, but I have noticed that my local Borders is much more empty when I happen to go in (which isn't often) than it ever has been before and I think it may be headed to extinction, at least the local store.

Gone are the days when the customer came first and satisfying the customers were how businesses stayed in business.

oh well -- at least we all know now not to be anything electronic from Borders!

[zelda_pinwheel]

Originally Posted by jesse

For what it's worth, Borders refused to take a return on the PRS 700 today. Their position is that the Reader is covered under the 'exchanges' section of their returns policy and not under the 'returns' section of the policy. The policy they showed me doesn't actually say "Items listed as eligible for exchange may not be returned", though the store manager's position was that that is implicit as the policy was written.

She's told me she'll ask corporate if they can make an exception, but I'm not particularly hopeful.

i'm sure you'll have no trouble selling it, if you decide to do that. see this thread for instance :
https://www.mobileread.com/forums/showthread.php?t=36345

it will probably go quickly in the flea market, or on ebay.

good luck ; sorry for your bad experience.