PRS-350 Broken PRS-350 screen :( - Page 3

carpetmojo · 07-22-2011, 06:33 AM

Hear hear !!

Well done, Helliebean, just the ticket, excellent !

I hope others will follow your action.

I've always banged on about knowing your rights, and not being shy about asking/demanding them - I'm a great "sender back".

I suggested the insurance as a last resort, and am delighted you've chosen to enforce your rights.

Perhaps a few PMs will be asking fot the various names and contacts after all is resolved ! [ Yes please...

helliebean · 07-22-2011, 02:14 PM

Not only am I receiving a new PRS350, the right hand man of the CEO has rung and grovelled and in his words 'as a result of your letters, we are going to set up a new Department that will 'catch' those 2-3% that actually have genuine faulty Sony products. The Repair Centre will pass people like you to this new department and they will take over any complaints'.

This is my finest hour! I do apologise for sounding smug, but I have spent the last few weeks on this and I am so pleased it has been resolved. For all of you out there who have had happen to them what happened to me, don't give up.

andy_ · 08-19-2011, 05:42 PM

I don't understand on the one hand how the screen problem can be a weak substrate issue.
The e-ink is pearl e-ink.
Look at this link http://www.eink.com/rugged.html
They are saying and demonstrating that the e-ink technology is rugged.

kindle has the same issue - I came looking at Nook because I've had 3 kindles die in 8 months - amazon has been very good at replacing faulty kindles.
They have had class actions for broken cases in the past and stopped them by just replacing devices, guess they are scared of class actions / make more out of selling books - easier to replace the device.

But they have not come out and said they would replace for ever, hence why I'm looking for an alternative. Looks like Nook is not it - since it has the same problems- pity.

In MHO i'd say that we have either a manufacturing issue - or not fit for purpose. Either way not a handling issue.

Halk · 08-28-2011, 08:05 AM

Andy, sorry but you're basing everything from a mistake. The link you've got there is for a specific type of eink display, and not what is in our readers.

The reason our readers break is because the glass substrate is fragile.

Fit for purpose... you could very well argue that. Sony displays are fit for purpose, they come in a tough metal shell that doesn't break the screen with torsion. Bookeen Cybook Gen3 is not suitable in my opinion, as a bit of torsion breaks them. I broke 3 screens and then gave up on them and went to Sony because of the hard metal shell.

I have no idea what kind of shell Kindles come in as I've never touched one.

carpetmojo · 08-28-2011, 11:33 AM

Quote:

Originally Posted by andy_

...........They have had class actions for broken cases in the past and stopped them by just replacing devices, guess they are scared of class actions / make more out of selling books - easier to replace the device.
But they have not come out and said they would replace for ever, hence why I'm looking for an alternative. Looks like Nook is not it - since it has the same problems- pity.
In MHO i'd say that we have either a manufacturing issue - or not fit for purpose. Either way not a handling issue.

I'd say they've done a pretty good job of admitting liability - and anyway, thoroughly establishing precedent !!!!

drdann · 09-14-2011, 06:39 PM

Check my thread here https://www.mobileread.com/forums/showthread.php?t=149787

It is a very similar thing here.. also happened on my 300, which I thought MAY have been my fault, since that ONE night I did not put it back into the body glove case I bought for it. There is NO way I am going to pay $29 and much likely MUCH more) for them to fix something that is their fault.

They even want credit card info before there is anything done.. I intentionally use only debit cards, and only add exact funds when making a transaction, due to having been an identity theft victim in the past. I am not providing info on an account until I know exactly what I am being charged. Jack Tretton ignores all emails to him, as well, so is not the "kind" CEO he tries to claim to be.

07-22-2011, 06:33 AM	#31
carpetmojo Wizard Posts: 3,117 Karma: 9269999 Join Date: Feb 2011 Location: UK Device: Sony- T3, PRS650, 350, T1/2/3, Paperwhite, Fire 8.9,Samsung Tab S 10.5	Well done -... Hear hear !! Well done, Helliebean, just the ticket, excellent ! I hope others will follow your action. I've always banged on about knowing your rights, and not being shy about asking/demanding them - I'm a great "sender back". I suggested the insurance as a last resort, and am delighted you've chosen to enforce your rights. Perhaps a few PMs will be asking fot the various names and contacts after all is resolved ! [ Yes please...

07-22-2011, 02:14 PM	#32
helliebean Junior Member Posts: 5 Karma: 10 Join Date: Jul 2011 Device: Sony E-Reader PRS350	Further Update! Not only am I receiving a new PRS350, the right hand man of the CEO has rung and grovelled and in his words 'as a result of your letters, we are going to set up a new Department that will 'catch' those 2-3% that actually have genuine faulty Sony products. The Repair Centre will pass people like you to this new department and they will take over any complaints'. This is my finest hour! I do apologise for sounding smug, but I have spent the last few weeks on this and I am so pleased it has been resolved. For all of you out there who have had happen to them what happened to me, don't give up.

08-19-2011, 05:42 PM	#33
andy_ Junior Member Posts: 2 Karma: 10 Join Date: Aug 2011 Device: none	E-ink is supposed to be rugged I don't understand on the one hand how the screen problem can be a weak substrate issue. The e-ink is pearl e-ink. Look at this link http://www.eink.com/rugged.html They are saying and demonstrating that the e-ink technology is rugged. kindle has the same issue - I came looking at Nook because I've had 3 kindles die in 8 months - amazon has been very good at replacing faulty kindles. They have had class actions for broken cases in the past and stopped them by just replacing devices, guess they are scared of class actions / make more out of selling books - easier to replace the device. But they have not come out and said they would replace for ever, hence why I'm looking for an alternative. Looks like Nook is not it - since it has the same problems- pity. In MHO i'd say that we have either a manufacturing issue - or not fit for purpose. Either way not a handling issue.

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08-28-2011, 08:05 AM	#34
Halk Fanatic Posts: 538 Karma: 469999 Join Date: Feb 2008 Location: Scotland Device: Sony PRS-650 (PRS+ alpha - thanks Kartu!)	Andy, sorry but you're basing everything from a mistake. The link you've got there is for a specific type of eink display, and not what is in our readers. The reason our readers break is because the glass substrate is fragile. Fit for purpose... you could very well argue that. Sony displays are fit for purpose, they come in a tough metal shell that doesn't break the screen with torsion. Bookeen Cybook Gen3 is not suitable in my opinion, as a bit of torsion breaks them. I broke 3 screens and then gave up on them and went to Sony because of the hard metal shell. I have no idea what kind of shell Kindles come in as I've never touched one.

09-14-2011, 06:39 PM	#36
drdann Connoisseur Posts: 64 Karma: 300000 Join Date: Nov 2010 Location: Twin Falls, ID Device: Sony PRS-350	Check my thread here https://www.mobileread.com/forums/showthread.php?t=149787 It is a very similar thing here.. also happened on my 300, which I thought MAY have been my fault, since that ONE night I did not put it back into the body glove case I bought for it. There is NO way I am going to pay $29 and much likely MUCH more) for them to fix something that is their fault. They even want credit card info before there is anything done.. I intentionally use only debit cards, and only add exact funds when making a transaction, due to having been an identity theft victim in the past. I am not providing info on an account until I know exactly what I am being charged. Jack Tretton ignores all emails to him, as well, so is not the "kind" CEO he tries to claim to be.

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