Totally disappointed with SONY

[Kolenka]

The biggest problem with mass-produced electronics in general is that you produce so many, it becomes difficult to have every device inspected and at the same time keep the device cheap for your customers. Things like bad batches happen because of the random sampling process manufacturers use. It also means that some percentage of bad units will get through to the public. What little numbers I've found is that ~1% is actually average.

And I know some folks will ask for a new replacement unit for anything defective, not liking the option of a refurb. But really, your odds of getting a good unit are better with refurbs, since they all get inspected before they are sold or used as replacements in warranty work.

And it's completely possible to get two bad units in a row if they are both new. The odds of it happening are the highest in this scenario. What sucks is if customer service is a problem when it does happen (and the odds are always non-zero, if small, so it will happen).

[graycyn]

Originally Posted by Kolenka

But really, your odds of getting a good unit are better with refurbs, since they all get inspected before they are sold or used as replacements in warranty work.

I've actually wondered a bit about what the so-called "inspection" process for refurb electronics consists of. Back six years or so ago, I bought a refurb digital camera on eBay directly from Olympus America. The auction description clearly stated that the refurb cameras were inspected and came with EVERYTHING in the box that a new camera did.

Um, no. My camera, when it arrived, had a bad scratch across the viewfinder, and was missing several accessory items from the box. I requested a replacement.

Next camera had a lens scratch and was missing several different accessory items from the box.

At which point, I decided that there was very likely NO inspection process going on whatsoever, because even if you missed the glass problems, any reasonable inspection process should not have missed all the missing accessories, which were promised to be present and therefore, should have been looked and accounted for. Especially when you already have a customer that's been disappointed once.

I requested my money back and proceded to KEH.com where I bought a used, like new camera of the same model for $50 less. It was pristine and still works today.

I've had a bit of trouble trusting refurbs since. Though I do know many who have bought refurbs with no trouble.

[Kolenka]

Originally Posted by graycyn

I've actually wondered a bit about what the so-called "inspection" process for refurb electronics consists of. Back six years or so ago, I bought a refurb digital camera on eBay directly from Olympus America. The auction description clearly stated that the refurb cameras were inspected and came with EVERYTHING in the box that a new camera did.

Um, no. My camera, when it arrived, had a bad scratch across the viewfinder, and was missing several accessory items from the box. I requested a replacement.

Next camera had a lens scratch and was missing several different accessory items from the box.

At which point, I decided that there was very likely NO inspection process going on whatsoever, because even if you missed the glass problems, any reasonable inspection process should not have missed all the missing accessories, which were promised to be present and therefore, should have been looked and accounted for. Especially when you already have a customer that's been disappointed once.

I requested my money back and proceded to KEH.com where I bought a used, like new camera of the same model for $50 less. It was pristine and still works today.

I've had a bit of trouble trusting refurbs since. Though I do know many who have bought refurbs with no trouble.

It's possible some companies have more lax rules (or more lax employees) about declaring 'refurb' than others. In the case of say, Apple, I'd buy Refurb over New 100% of the time given the choice. With dozens of machines over the last 2 decades, I've had to repair new machines, but never refurbs. If there's no inspection process with that company/outlet, then yes, the odds are no better (and probably worse) than new or used. eBay refurbs make me wary since it's hard to tell if the refurbs are actually from the company or an authorized 3rd party. Sony and Apple both sell their own refurbs directly, which makes me a little more comfortable.

But assuming the company does inspect refurbs, your odds will be better than the new unit lottery that's only been inspected by random sampling. I've never complained if a replacement unit was refurb for that reason.

[pidgeon92]

Bad batches affect other companies as well. When Amazon released the K2, a large number of them had the sun fade issue. When you had the unit out in direct sunlight, the text would literally fade right off the screen. When the unit was brought out of the sun, the text would reappear.

[toby53]

Just posted my 650 back to Sony repair, second time since August, only hope that they get it right this time

[carpetmojo]

Originally Posted by .........But assuming the company does inspect refurbs, your odds [i

will[/i] be better than the new unit lottery that's only been inspected by random sampling. I've never complained if a replacement unit was refurb for that reason.

That's very interesting - and logical .......

[seabee]

Originally Posted by JSWolf

No, there are not several levels of quality. The screens are all the same. Sony does not use a lower quality screen then anyone else. I'm sorry, but if you read the forum, you'll find screens breaking from all different brands. It's not just Sony. Amazon, Bookeen, and others all have had screens break. Please don't go spreading false information. A 6" eink screen as used by Sony is the exact same screen as used by Amazon and B&N and Kobo. There is no difference in quality.

I saw an interesting video of an EInk employee showing that EInk screens were delivered to EBook readers' manufacturers as flexible sheets and manufacturer had to peel plastic protection sheets off from both faces before attaching the EInk screen onto a glass plate (2:00), so it seems the final quality actualy depends on the manufacturer processing and glass quality.
However, I don't know what manufacturer have the best (or worst) EInk screen quality (and the actual manufacturer is probably the same, like Foxconn, for many brands).

[DoctorOhh]

Originally Posted by seabee

so it seems the final quality actualy depends on the manufacturer processing and glass quality.

This true, but you don't know what manufacturer they may be talking about. Any middle manufacturer may handle the process of matching the glass to the eInk sheet for multiple ereader companies.

[seabee]

Originally Posted by dwanthny

This true, but you don't know what manufacturer they may be talking about. Any middle manufacturer may handle the process of matching the glass to the eInk sheet for multiple ereader companies.

I think you missed the end of the last sentence of my post [(and the actual manufacturer is probably the same, like Foxconn, for many brands).]

[DoctorOhh]

Originally Posted by seabee

I think you missed the end of the last sentence of my post [(and the actual manufacturer is probably the same, like Foxconn, for many brands).]

I guess I did at that.

[toby53]

Originally Posted by toby53

Just posted my 650 back to Sony repair, second time since August, only hope that they get it right this time

Just recieved back today, they have now changed the battery so lets see if it works this time

[drdann]

Sony came through, after I talked to the right person and replaced the unit last week. Keeping fingers crossed that it works out well. Big props to Sarah @ Sony Listens.

[Fayth]

I'm not surprised Jack Tretton didn't respond, his responsibility is Sony's gaming division.

[drdann]

True, but I did ask him to forward it as needed (at the time, did not have address for Valerie Motis or Steve Haber...)

[toby53]

Originally Posted by toby53

Just recieved back today, they have now changed the battery so lets see if it works this time

Still getting ther same issues so have returned it for the 3rd bl&&$y time, due to upcomming holiday sent it back by next day delivery. Its getting very very difficult to have any faith in Sony's repair set up in the UK