Had problem with 700,opted for advance exchange instead of repair-recieved new 600 - Page 2

FragFrog · 10-21-2009, 08:25 PM

When the eLibrary on my pc froze whenever I inserted my reader, it was caused by a corrupt library on the eReader itself. Simply deleting everything on it (using windows explorer), restarting and reconnecting did the trick. Buggy piece of software in my experience.

As for your books; from what I gathered it's not all that impossible to remove the DRM, or simply download DRM-free copies. Seems only fair, though I shall not discuss more details here, what with the forum policy and all

narbeauchamp · 10-21-2009, 11:21 PM

Hmm sounds like a good idea. I will give that a try when I get back to my computer... I should do that and convert so I can read them on my touch as well..... it never occured to me to re from the computer itself...and after nearly five hours with tech support reading a script didn't occur to them either. I will give it a whirl tonight and see what I come up with. Thanks !!!

narbeauchamp · 10-22-2009, 08:53 AM

Unfortunately,that didn't work. And it seems I need to have another unit sent out...again...I have to call the Laredo Exchange Customer (Dis) Satisfaction Center this morning. Yesterday afternoon,my niece stopped by my office,and saw the reader on my desk,and asked "Is that like the Kindle"...one of her college professors had been talking about her Kindle and e-readers...

I was pondering getting her a prs300 or 600 for the holidays (before she asked),as well as for several others(the prs 300s)...after my experiences the last few months-I somehow see nightmares of helping people with readers...when really right now all I really want to do is read a book without having to carry a 5lb behemoth !

Time to call Laredo.

narbeauchamp · 10-22-2009, 07:55 PM

Called Laredo,the technician assigned to my case was in a meeting and was supposed to call me back-didn't get a call back (I'll have to call again tomorrow)...

Last night around midnight,I connected the reader to the computer,the welcome setup in process screen came up (see attached screen capture).Alas I now have a reader where except the feedbooks books,I can't access the rest-I could check out the books I put on my list at Fictionwise & BoB,but right now don't want to invest more funds into things until I can get a truly satisfactory resolution...or maybe I'll give up (not likely).

I took my netbook with me out on meetings today...and as I'm writing this post-the "welcome" screen is still up on my main laptop...UGH...I did have an idea of trying to set up the reader on a totally "virgin" (to the software etc) machine ..maybe I'll try that tomorrow...

And back on the to-do list goes calling Laredo to find out what I'm supposed to do next...the saga continues...

And its a shame,I was starting to warm up to the 600 a bit...

rleguillow · 10-23-2009, 02:25 AM

narbeauchamp, didn't you say you had most of your library on your memory stick? I had what sounds like a similar problem with my PRS700, and in a fit of desperation, removed both external memories and tried booting my "frozen" 700 up again - worked, so I loaded the books direct and lo and behold, a working reader again. Instead of trying to get the reader repaired, I sent in the memory stick (still under warranty) and the exchanged stick is working just fine. Who knows how long, of course... I wonder if you are having a similar problem.
Good luck!

narbeauchamp · 10-23-2009, 01:17 PM

Thanks for the suggestion....I moved my library to my memory stick this summer-when I started having problems with the 700,before that I had some on the memory stick and some on my hard drive.What's really weird is that when I got this 600 it worked perfectly the first time connected.

Maybe I should try that out before I send the reader back. I just got a return label for the 600,and the broken 700 is still here.

Thanks for the suggestion,at this point,I will try anything,even things I had already tried before ! LOL

narbeauchamp · 10-29-2009, 08:57 PM

Tried that out before sending the reader back,that didn't work.I think with this next one,after the authorization,I may well never really connect it back to the computer LOL.Especially since I can just DL directly to the cards if going from sony....I hope this next one works..and I hope it arrives before I go away mid week.

narbeauchamp · 11-11-2009, 12:13 AM

After several phone calls to sony,each ending in a "yes we got it,we're sending out a replacement",I finally got fed up with it all-because clearly they were not totally on point.Entering my work order number,still showed that the device was not received, although UPS clearly showed that the device had been received.

In a fit of annoyance,I posted on twitter-within an hour,I got a follow request from the Sony Electronics twitter account,they asked for more detail about the problem-then gave me an email address to write to.

After returning from my trip this weekend,I called Sony again on Monday-I was told that they were awaiting a new shipment of units to the center and I would be getting a unit sometime this week.Today,I recieved several phone calls from a Customer Relations Supervisor/Manager-as a result of the twitter contact- I told him what I had been told on Monday morning,but he investigated further....come to find out,the major part of the hold up,was they claimed that they recieved the unit but had no idea why it had been sent back (so much for their record keeping,and THEY had generated the UPS return label after MANY hours of phone calls which supposedly documented the problem)-and as many times as they have spoken to me in the last week,NO ONE ASKED !!!!!.

Within the hour,the customer relations manager called me back,to inform me that they were shipping out my unit ,and he gave me a tracking number.

He also stated that they may or may not have sent the broken unit back-that they were working to track it down (they claim that there was NOTHING on or in the package that referenced the case...gee what about the work order number,they generated,which was clearly ON the label....

Anyways,two things.I think I am on the cusp of finally having a working reader again,thanks to twitter and a customer relations manager who finally got to the bottom,of what has seemed like a never ending saga !

10-22-2009, 07:55 PM	#19
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	Called Laredo,the technician assigned to my case was in a meeting and was supposed to call me back-didn't get a call back (I'll have to call again tomorrow)... Last night around midnight,I connected the reader to the computer,the welcome setup in process screen came up (see attached screen capture).Alas I now have a reader where except the feedbooks books,I can't access the rest-I could check out the books I put on my list at Fictionwise & BoB,but right now don't want to invest more funds into things until I can get a truly satisfactory resolution...or maybe I'll give up (not likely). I took my netbook with me out on meetings today...and as I'm writing this post-the "welcome" screen is still up on my main laptop...UGH...I did have an idea of trying to set up the reader on a totally "virgin" (to the software etc) machine ..maybe I'll try that tomorrow... And back on the to-do list goes calling Laredo to find out what I'm supposed to do next...the saga continues... And its a shame,I was starting to warm up to the 600 a bit... Attached Thumbnails

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10-21-2009, 08:25 PM	#16
FragFrog Connoisseur Posts: 83 Karma: 32 Join Date: Oct 2009 Location: The Netherlands Device: PRS-600	When the eLibrary on my pc froze whenever I inserted my reader, it was caused by a corrupt library on the eReader itself. Simply deleting everything on it (using windows explorer), restarting and reconnecting did the trick. Buggy piece of software in my experience. As for your books; from what I gathered it's not all that impossible to remove the DRM, or simply download DRM-free copies. Seems only fair, though I shall not discuss more details here, what with the forum policy and all

10-21-2009, 11:21 PM	#17
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	Hmm sounds like a good idea. I will give that a try when I get back to my computer... I should do that and convert so I can read them on my touch as well..... it never occured to me to re from the computer itself...and after nearly five hours with tech support reading a script didn't occur to them either. I will give it a whirl tonight and see what I come up with. Thanks !!!

10-22-2009, 08:53 AM	#18
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	Unfortunately,that didn't work. And it seems I need to have another unit sent out...again...I have to call the Laredo Exchange Customer (Dis) Satisfaction Center this morning. Yesterday afternoon,my niece stopped by my office,and saw the reader on my desk,and asked "Is that like the Kindle"...one of her college professors had been talking about her Kindle and e-readers... I was pondering getting her a prs300 or 600 for the holidays (before she asked),as well as for several others(the prs 300s)...after my experiences the last few months-I somehow see nightmares of helping people with readers...when really right now all I really want to do is read a book without having to carry a 5lb behemoth ! Time to call Laredo.

10-23-2009, 02:25 AM	#20
rleguillow Always Reading Posts: 110 Karma: 1002645 Join Date: Dec 2008 Location: North Carolina Device: FW 1192, PRS-700, kobo, Rocket, PRS-650, Nook Glow, Kobo Glo, others	narbeauchamp, didn't you say you had most of your library on your memory stick? I had what sounds like a similar problem with my PRS700, and in a fit of desperation, removed both external memories and tried booting my "frozen" 700 up again - worked, so I loaded the books direct and lo and behold, a working reader again. Instead of trying to get the reader repaired, I sent in the memory stick (still under warranty) and the exchanged stick is working just fine. Who knows how long, of course... I wonder if you are having a similar problem. Good luck!

10-23-2009, 01:17 PM	#21
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	Thanks for the suggestion....I moved my library to my memory stick this summer-when I started having problems with the 700,before that I had some on the memory stick and some on my hard drive.What's really weird is that when I got this 600 it worked perfectly the first time connected. Maybe I should try that out before I send the reader back. I just got a return label for the 600,and the broken 700 is still here. Thanks for the suggestion,at this point,I will try anything,even things I had already tried before ! LOL

10-29-2009, 08:57 PM	#22
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	Tried that out before sending the reader back,that didn't work.I think with this next one,after the authorization,I may well never really connect it back to the computer LOL.Especially since I can just DL directly to the cards if going from sony....I hope this next one works..and I hope it arrives before I go away mid week.

11-11-2009, 12:13 AM	#23
narbeauchamp Groupie Posts: 170 Karma: 98 Join Date: Jan 2009 Location: New York,NY Device: PRS700BC/PRS505/TZ350N/MacBook/Aspire One/iPad/iPhone/BB 9630	After several phone calls to sony,each ending in a "yes we got it,we're sending out a replacement",I finally got fed up with it all-because clearly they were not totally on point.Entering my work order number,still showed that the device was not received, although UPS clearly showed that the device had been received. In a fit of annoyance,I posted on twitter-within an hour,I got a follow request from the Sony Electronics twitter account,they asked for more detail about the problem-then gave me an email address to write to. After returning from my trip this weekend,I called Sony again on Monday-I was told that they were awaiting a new shipment of units to the center and I would be getting a unit sometime this week.Today,I recieved several phone calls from a Customer Relations Supervisor/Manager-as a result of the twitter contact- I told him what I had been told on Monday morning,but he investigated further....come to find out,the major part of the hold up,was they claimed that they recieved the unit but had no idea why it had been sent back (so much for their record keeping,and THEY had generated the UPS return label after MANY hours of phone calls which supposedly documented the problem)-and as many times as they have spoken to me in the last week,NO ONE ASKED !!!!!. Within the hour,the customer relations manager called me back,to inform me that they were shipping out my unit ,and he gave me a tracking number. He also stated that they may or may not have sent the broken unit back-that they were working to track it down (they claim that there was NOTHING on or in the package that referenced the case...gee what about the work order number,they generated,which was clearly ON the label.... Anyways,two things.I think I am on the cusp of finally having a working reader again,thanks to twitter and a customer relations manager who finally got to the bottom,of what has seemed like a never ending saga !

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