Help! Mysterious Broken Screen!!

[rixte]

Originally Posted by Ortep

I just got an email from Bookeen concerning my display problem and I'm NOT happy



According to Bookeen I was able to break the screen in exactly 4 equal parts without touching it

That's - really weird. Looking at your picture again, I don't see how it could be a broken screen. I've never seen (in person or screenshots) broken screens with straight lines, they always do this weird smear thing. Like - well, like any kind of broken glass will.

[rixte]

Avert your eyes if you don't want to see sadness - but this is the way I've seen broken screens look.

(removed second picture because it was impossible to actually see!)

[tompe]

Of course warranty covers broken parts. I for example some electronic component is broken the warranty covers it.

[Calamity]

tompe I see you are from Sweden. Do you thing Konsumentverket might help us Swedes in these matters?

[bwaldron]

Originally Posted by Ortep

I just got an email from Bookeen concerning my display problem and I'm NOT happy

Nor should you be!

[delphidb96]

Originally Posted by rjnagle

Here's a screenshot of my loss. BTW, the bottom left is just a food stain of some sort.

Purty!

You should frame it and sell it as modern art!

It looks to me as if the display is cracked. But there may well be issues with the controller chip and the connections between that and the display.

Derek

[tompe]

Originally Posted by Calamity

tompe I see you are from Sweden. Do you thing Konsumentverket might help us Swedes in these matters?

Maybe. I have never used them myself but friend have got help when having disputes with Swedish sellers.

[delphidb96]

Originally Posted by Ortep

I just got an email from Bookeen concerning my display problem and I'm NOT happy



According to Bookeen I was able to break the screen in exactly 4 equal parts without touching it

The problem is that it looks like the display IS broken. In which case, the display/controller module has to be replaced - all of it. However, I'd be willing to bet the rest of the hardware is just fine.

Now Netronix has already told me that, in order quantities less than 1,000 units, the display/controller module runs $250. I don't imagine that Bookeen has ordered 1,000 or more display/controller modules, so that leads me to believe that Bookeen is receiving the broken units and shipping them back to Netronix where Netronix does the repair/replacement. And I'm willing to accept the idea that this process costs Bookeen around 120 Euros. Given the slim-to-non-existent retail margins for complete ebook readers purchased from Netronix in less-than-1,000-unit orders, to expect Bookeen to swallow that 120Euros/$157 "fee" - well, Bookeen *IS* in business and absorbing that amount would put Bookeen into the "red" side of the P&L.

Derek

[rixte]

Originally Posted by delphidb96

The problem is that it looks like the display IS broken. In which case, the display/controller module has to be replaced - all of it. However, I'd be willing to bet the rest of the hardware is just fine.

Now Netronix has already told me that, in order quantities less than 1,000 units, the display/controller module runs $250. I don't imagine that Bookeen has ordered 1,000 or more display/controller modules, so that leads me to believe that Bookeen is receiving the broken units and shipping them back to Netronix where Netronix does the repair/replacement. And I'm willing to accept the idea that this process costs Bookeen around 120 Euros. Given the slim-to-non-existent retail margins for complete ebook readers purchased from Netronix in less-than-1,000-unit orders, to expect Bookeen to swallow that 120Euros/$157 "fee" - well, Bookeen *IS* in business and absorbing that amount would put Bookeen into the "red" side of the P&L.

Derek

Are you looking at the photo by rjnagle or the one that Ortep posted previously? Because I didn't think his looked like a substrate problem at all, it was very even. But maybe you've seen more examples of straight breaks somewhere?

[delphidb96]

Originally Posted by rixte

Are you looking at the photo by rjnagle or the one that Ortep posted previously? Because I didn't think his looked like a substrate problem at all, it was very even. But maybe you've seen more examples of straight breaks somewhere?

Rixte,

It's in the fact that either the display substrate, the controller chip or the connections between the two, is broken. Given that the connection points between the two are hard-wired, break the connections and the display goes bad. Oh, sure, the actual display material may be good, but I doubt very much that there's anything Bookeen can do to fix it. So that leaves sending it back to Netronix where the entire module can be switched out.

And yes, I *have* seen more straight break examples. They're not *common* but they do happen from time to time.

[rixte]

Gotcha!

I was mostly looking at the corner they were pointing out as being problematic and I still don't see even a hint of a mark but it might be visible in person.

[jinibiza]

I also have a broken screen! I had the Cybook 3 days and when I took it out of my brief case (where it was carefully sandwiched between stiff covered notebooks) it was broken. it would seem to me that either there is a fault with some screens, or, the Cybook is not fit for purpose. I have asked Pixmania (the retailer) for a refund. Although I loved the functionality and design of the Cybook, I now have no confidence that a new screen won't also break. If the screen is so delicate, then the case should be much stronger to avoid the possibility of flexing. When I consider what my notebook pc, my phone, PDA, camera etc. goes through with never a problem, the apparent care required to stop a Cybook screen from breaking seems absurd. The feeling I have is that there are sometimes screens that have an inherent problem. I know that I have been careful with mine, and it appears that others who are reporting broken screens have been similarly careful.

[HappyMartin]

My wifes Gen3 broke. It was in the cubbyhole (glove compartment for some of us) and we were doing a difficult drive in the desert. I don't think anything struck the screen to cause the break. It is just a theory but I think a lot of these breaks are caused by flexing. The Gen3 is very light, one of the things I like about it, but in a bag or cubbyhole with other stuff it could flex and that would crack the substrate. Anyway it is just a theory but I apply it.

I pretty much treat mine as I would an expensive book. I wont stuff a good book into a bag and will try real hard not to drop it and so on.

[ErwinOtten]

Maybe I worry too much, but I'm certainly not happy with all these postings.

I'm planning to use my cybook on a daily basis during my two hour train ride to and from work. But when I read here how delicate the device should be handled I really wonder if I made the right choice in buying the cybook.

In this thread alone 11 broken screens in such a short time from how many real users who visit this forum? I wouldn't be surprised if 10% really breaks.

Are there people on this forum who are traveling with their cybook on a daily basis for some time now? I really could do with some reassuring right now:-(

[HappyMartin]

Had an Iliad for some time and carried that everywhere. There were lots of reports about the fragility of iliad screens but I had no problems with it. Now I go everywhere with the Gen3 and have not had any trouble with it. I am used to traveling with very expensive camera gear so perhaps I am just extra careful. I don't think that the devices are so fragile as to be unusable.