Sick To Death of Sony's Terrible Customer Service! - Page 2

snape · 05-20-2009, 08:11 PM

Ack, sounds like Sony's taking a page out of Comcast's customer "service" book...

I found my Sony books located under Documents > My Books > eBook Library. My purchases only go back to 2008 (had a Kindle before that, still glad I switched!) so I don't know how long that's been the default location.

Best of luck!

Dr. Drib · 05-20-2009, 08:32 PM

Quote:

Originally Posted by gwynevans

Don't they all end up being downloaded to "<My Documents>\My Books\eBook Library\" (where <My Documents> is typically something like "C:\Documents and Settings\<username>\My Documents\My Books\eBook Library"?

Yes, that's where they're downloaded and that's where they reside.

One can doubleclick the entire folder and copy/paste to another HD, which is what I've done, in order to have a back-up set.

Don

Michele · 05-20-2009, 09:44 PM

Okay an update, and now I'm remembering what happened last time I tried:
I found the folder on my old computer and copied the lrf. files onto a thumb drive, opened each one with the Connect software and found the missing ones. However, when I copied those into the folder with the rest of my books they don't show up under "Purchased" in my Connect library.

So I decided to drag them to Library from the source and destination both as viewed within the Connect software, and still they don't show up.

Any ideas? I'm almost there!

sayhello · 05-20-2009, 09:57 PM

Quote:

Originally Posted by Michele

Okay an update, and now I'm remembering what happened last time I tried:
I found the folder on my old computer and copied the lrf. files onto a thumb drive, opened each one with the Connect software and found the missing ones. However, when I copied those into the folder with the rest of my books they don't show up under "Purchased" in my Connect library.

So I decided to drag them to Library from the source and destination both as viewed within the Connect software, and still they don't show up.

Any ideas? I'm almost there!

Do they have to show up under "Purchased"? Wouldn't they just show up like any other book in the main Library?

Sayhello

Michele · 05-20-2009, 10:03 PM

Yep, that's what happened. I expected that they'd show up as Purchased rather than with the books I didn't get from Sony, but they're now there. Thank you all so much for helping me recover these. Sony still doesn't get off the hook for being so unhelpful, but you guys are great!

The only books which show up in that folder under Documents are the ones in .lrf format, and excludes all books in other formats. I still haven't found where those hide for backup purposes.

Michele · 05-29-2009, 10:52 PM

Interestingly enough, when I last posted in this thread, they told me they had escalated my issue to the highest level, "Critical". I still haven't heard a word from them. I resolved my problem with your help, but the books really should be in my online Sony library.

I'm not going to pursue it any more, but I thought you should know how extremely bad their phone service is. If I ever hear from them (ha!) I'll let you know. You might want to double-check your accounts to see if all the books you purchased from them are still there.

HarryT · 05-30-2009, 03:17 AM

How long do Sony guarantee that you books will stay available for download for? With FictionWise, for example, it's only three months.

Dr. Drib · 05-30-2009, 10:45 AM

Quote:

Originally Posted by sayhello

Do they have to show up under "Purchased"? Wouldn't they just show up like any other book in the main Library?

Sayhello

Ok, if I'm understanding you correctly (and I could be completely wrong!) this is what needs to be done:

1) Copy that protected ebook into the file where all the other protected ebooks are located. (The name of the book - numbers and letters - will need to be written on a piece of scratch paper so you'll remember which one it is.)

2) Open the LIBRARY and locate that file that has all the protected ebooks in it. Then locate the ebook that you want to add to your Library. Do so.

3) When that's done, drag and drop the ebook file into your PURCHASED folder and sync.

Don

Michele · 05-30-2009, 12:50 PM

Quote:

Originally Posted by HarryT

How long do Sony guarantee that you books will stay available for download for? With FictionWise, for example, it's only three months.

From Sony's Help Page:

All previously purchased eBooks are stored in your "My Account" section in the event that you need to re-download the title.

RickyMaveety · 05-30-2009, 01:36 PM

Sony's customer service began really sucking about 15 years ago, and that's when I started giving up on a lot of Sony products. I doubt there is any company that has perfect customer service (although Nordstrom's comes close), but Sony's is really lurking around the scum in the bottom of the barrel.

HarryT · 05-31-2009, 07:20 AM

The one occasion I've needed support from Sony (faulty backlight on a Vaio notebook) they were superb. Couldn't fault them.

sakura-panda · 06-01-2009, 11:26 PM

I was just coming in to see if anyone had this problem before. I recently bought a netbook and uploaded all of my purchased books to it directly from my Sony Connect account and I've noticed that I have at least one book missing. (I need to do a comprehensive check to see if there are any more than that one.)

My reader shows up as a drive in MyComputer and once upon a time I copied everything from there into a separate directory of my hard drive. That particular missing book was in there, so I do have a copy of it. I just don't like that it is missing from my account and it makes me wonder if there are any more that I am missing.

When I looked for contact information online, by the time I followed all the links to the live chat and tried to connect, the baby woke up and I had to disconnect. I have not tried to contact anyone since and have been trying to decide if I want to continue pursuing a resolution. I'm thinking that maybe I should if only to support you and show them that you are not a unique case.

I do have all of my emails since they are proof of purchase and (unfortunately) easier to search on than using any of Sony's resources. I just have not had a chance to compare them with the books listed in my account.

At the very least I need to be more aggressive about backing up my ebooks. I was surprised that I didn't have anything on my backup drive; apparently my one attempt was just to see if I could do it (and thank goodness I tried it.) I now have my books backed up in four different places, my Sony account would be backup #5.

sakura-panda · 06-01-2009, 11:33 PM

Quote:

Originally Posted by HarryT

How long do Sony guarantee that you books will stay available for download for? With FictionWise, for example, it's only three months.

In my case, I ordered a bundle and this is one of the books out of the bundle. Also, this bundle was my third Sony store purchase and the books from my first two purchases are all intact. (I just reviewed my emails and I am missing one book total.)

Some FAQ inside the ebookstore says that the books will always be there; I have not seen anything that says they are only available for a limited time.

sakura-panda · 06-01-2009, 11:41 PM

Quote:

Originally Posted by Michele

There is fortunately no dispute that I purchased the bundle, and no question of how to resolve it. But the implementation is the problem.

I don't want to have to start all over again with a new device and all its quirks. I like my sleek 505 just fine, just hate the clunky website, Connect software, and Customer Service.

I haven't saved all my email receipts because I thought I'd be able to access my transactions via the website, but I will from now on.

I've switched to calibre because while my netbook was immediately added to my account as an authorized device and I can download books to it, it is not authorized for me to VIEW any of those books.

I am now purchasing and downloading through Sony and managing through calibre. Calibre also has it's own method for cataloging books and I'm backing up both the directory for calibre and the one for sony.

Are you missing an entire bundle? That makes more sense to me than misplacing only one book out of a bundle, which is what seems to have happened to me.

(Sorry about hijacking your thread.

)

Michele · 06-02-2009, 12:13 AM

I was missing all but one book in the bundle. The original bundle is no longer offered and a more updated bundle is now for sale.

If you want to contact them it sounds like email is the best way to go. I've had better luck with that in the past, and posts here seem to echo that.

It'll be kind of fun to see if they ever get in touch with me...

I since backed it up to a CD which I left open, and I plan to add to it any new books I buy.

Good luck to you!

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05-20-2009, 08:11 PM	#16
snape Language Lover Posts: 111 Karma: 71544 Join Date: Feb 2009 Device: Current: PRS-350, Kindle PW // Previous: PRS-505, Kindle 1, Kindle 2	Ack, sounds like Sony's taking a page out of Comcast's customer "service" book... I found my Sony books located under Documents > My Books > eBook Library. My purchases only go back to 2008 (had a Kindle before that, still glad I switched!) so I don't know how long that's been the default location. Best of luck!

05-20-2009, 09:44 PM	#18
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Okay an update, and now I'm remembering what happened last time I tried: I found the folder on my old computer and copied the lrf. files onto a thumb drive, opened each one with the Connect software and found the missing ones. However, when I copied those into the folder with the rest of my books they don't show up under "Purchased" in my Connect library. So I decided to drag them to Library from the source and destination both as viewed within the Connect software, and still they don't show up. Any ideas? I'm almost there!

05-20-2009, 10:03 PM	#20
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Yep, that's what happened. I expected that they'd show up as Purchased rather than with the books I didn't get from Sony, but they're now there. Thank you all so much for helping me recover these. Sony still doesn't get off the hook for being so unhelpful, but you guys are great! The only books which show up in that folder under Documents are the ones in .lrf format, and excludes all books in other formats. I still haven't found where those hide for backup purposes.

05-29-2009, 10:52 PM	#21
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Interestingly enough, when I last posted in this thread, they told me they had escalated my issue to the highest level, "Critical". I still haven't heard a word from them. I resolved my problem with your help, but the books really should be in my online Sony library. I'm not going to pursue it any more, but I thought you should know how extremely bad their phone service is. If I ever hear from them (ha!) I'll let you know. You might want to double-check your accounts to see if all the books you purchased from them are still there.

05-30-2009, 03:17 AM	#22
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	How long do Sony guarantee that you books will stay available for download for? With FictionWise, for example, it's only three months.

05-30-2009, 01:36 PM	#25
RickyMaveety Holy S**T!!! Posts: 5,213 Karma: 108401 Join Date: Jun 2008 Location: San Diego, California!! Device: Kindle and iPad	Sony's customer service began really sucking about 15 years ago, and that's when I started giving up on a lot of Sony products. I doubt there is any company that has perfect customer service (although Nordstrom's comes close), but Sony's is really lurking around the scum in the bottom of the barrel.

05-31-2009, 07:20 AM	#26
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	The one occasion I've needed support from Sony (faulty backlight on a Vaio notebook) they were superb. Couldn't fault them.

06-01-2009, 11:26 PM	#27
sakura-panda Guru Posts: 933 Karma: 9558874 Join Date: Oct 2008 Location: Southeast Michigan, USA Device: Kindle Oasis; 11" iPad Pro (Books, Kindle, Kobo, MapleRead SE)	I was just coming in to see if anyone had this problem before. I recently bought a netbook and uploaded all of my purchased books to it directly from my Sony Connect account and I've noticed that I have at least one book missing. (I need to do a comprehensive check to see if there are any more than that one.) My reader shows up as a drive in MyComputer and once upon a time I copied everything from there into a separate directory of my hard drive. That particular missing book was in there, so I do have a copy of it. I just don't like that it is missing from my account and it makes me wonder if there are any more that I am missing. When I looked for contact information online, by the time I followed all the links to the live chat and tried to connect, the baby woke up and I had to disconnect. I have not tried to contact anyone since and have been trying to decide if I want to continue pursuing a resolution. I'm thinking that maybe I should if only to support you and show them that you are not a unique case. I do have all of my emails since they are proof of purchase and (unfortunately) easier to search on than using any of Sony's resources. I just have not had a chance to compare them with the books listed in my account. At the very least I need to be more aggressive about backing up my ebooks. I was surprised that I didn't have anything on my backup drive; apparently my one attempt was just to see if I could do it (and thank goodness I tried it.) I now have my books backed up in four different places, my Sony account would be backup #5.

06-02-2009, 12:13 AM	#30
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	I was missing all but one book in the bundle. The original bundle is no longer offered and a more updated bundle is now for sale. If you want to contact them it sounds like email is the best way to go. I've had better luck with that in the past, and posts here seem to echo that. It'll be kind of fun to see if they ever get in touch with me... I since backed it up to a CD which I left open, and I plan to add to it any new books I buy. Good luck to you!

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