New Device: Bookeen Opus

[Godzil]

netseeker: Bookeen sells more device than PocketBook, the Bookeen's Market Share is bigger than PocketBook's one

[GeoffC]

Some of us are, obviously, luckier than others when communicating with Bookeen - I've no complaints about the Gen3 and their support is no worse, nor better, than many other firms I can mention.

I was promised, for instance, an automatic and free upgrade to Win7 when I purchased a laptop loaded with Vista. The process to upgrade failed. The e-retailer and organiser of the upgrade have both totally ignored numerous emails to remedy the situation. At least when I have had problems with Gen3, Bookeen have (eventually) responded and often very usefully.

[Godzil]

Originally Posted by GeoffC

Some of us are, obviously, luckier than others when communicating with Bookeen - I've no complaints about the Gen3 and their support is no worse, nor better, than many other firms I can mention.

I was promised, for instance, an automatic and free upgrade to Win7 when I purchased a laptop loaded with Vista. The process to upgrade failed. The e-retailer and organiser of the upgrade have both totally ignored numerous emails to remedy the situation. At least when I have had problems with Gen3, Bookeen have (eventually) responded and often very usefully.

For me, the only problem Bookeen have is to be overloaded by users asks, and especially when the 2.0/1.5 release was late.

[EowynCarter]

Other than access to Mobipocket DRM, I don't see why anyone would by a Bookeen device: the PB301+ and the PB360 are superior in just about every way to their Bookeen analogs.

Better ePub display maybe ? While the PB beats the opus on some point, it deals with ePub better, and that is what mater to ME (as Terisa said, it's a question of taste).
And the one time I really needed bookeen support, i went to send them a mail to ask how long repair would take, to find a mail saying my gen3 was on it's way back to me.

[netseeker]

Originally Posted by Godzil

netseeker: Bookeen sells more device than PocketBook, the Bookeen's Market Share is bigger than PocketBook's one

I don't know if your statement is right or not. Anyway, do you want to imply that PocketBooks customer service is better because they are selling fewer devices than Bookeen? For example the excellent customer service of Amazon would disprove that.

[EowynCarter]

For example the excellent customer service of Amazon would disprove that.

They have also more people hired for support
That's more a queestion of ratio, than size.

And bookeen's about the only support i've been happy with. The other had been amazon.

[netseeker]

Originally Posted by EowynCarter

They have also more people hired for support
That's more a queestion of ratio, than size.

And your point is? PocketBook (and others) also don't have such a big customer services department and offer good customer support anyway.

[EowynCarter]

Originally Posted by netseeker

And your point is? PocketBook (and others) also don't have such a big customer services department and offer good customer support anyway.

My point was that tyring to compare amazon customer support and bookeen's didn't made sence.

I don't know about pocketbbook support, but bookeen's is rather good, from my experiance. My gen3 went back in my hands before i even had time to miss it.

[netseeker]

Originally Posted by EowynCarter

My point was that tyring to compare amazon customer support and bookeen's didn't made sence.

It was just an argument to point out that a bigger higher amount of sold devices isn't necessarily a indicator for a worse customer support.

Originally Posted by EowynCarter

I don't know about pocketbbook support, but bookeen's is rather good, from my experiance. My gen3 went back in my hands before i even had time to miss it.

As i wrote earlier, i don't think that Bookeens support is bad too...just still far from perfect and other companies offer better customer support.

[EowynCarter]

It was just an argument to point out that a bigger higher amount of sold devices isn't necessarily a indicator for a worse customer support.

Well, if you have to service more device with the same number of peaple, mathematicly, it will be slower.

just still far from perfect and other companies offer better customer support

Can't name one, save for amazon. And I faill to see how they couldd have provided better service to me.
And synology, they can be good when they face a problem they can solve.

[netseeker]

Originally Posted by EowynCarter

Well, if you have to service more device with the same number of peaple, mathematicly, it will be slower.

Not necessarily because you can always optimize your internal business processes and fix software related issues as soon as possible and offer updates then to reduce the amount of recurring customer queries. Anyway, at some point a company will have to employ more people for customer service. With growing success a company, that has reached a certain enterprise size, will need more employees in some departments and fewer employees in other departments usually.

Originally Posted by EowynCarter

Can't name one, save for amazon. And I faill to see how they couldd have provided better service to me.
And synology, they can be good when they face a problem they can solve.

Well, good to hear that your experience with Bookeens support was good. Unfortunately Bookeen could really need some more positive voices in this regard - there exists a noticeable domination of negative voices regarding the customer service. If their customer services are better than their reputation then Bookeen's public relations department seems to be part of the problem.

[EowynCarter]

there exists a noticeable domination of negative voices regarding the customer service

Happy people rarely say they are happy.

[Graham]

I've contacted Bookeen support on several occasions and had a quick, positive response each time.

[tompe]

Originally Posted by netseeker

Well, good to hear that your experience with Bookeens support was good. Unfortunately Bookeen could really need some more positive voices in this regard - there exists a noticeable domination of negative voices regarding the customer service. If their customer services are better than their reputation then Bookeen's public relations department seems to be part of the problem.

I suspect you get different respone if you ask in English or in French. But also EowynCarter hade to call them to get a response for a question. It is the non-response to new questions that was and is if it continues totally annoying.

The firmware update was 1 year late and now nearly 6 months later they have still not fixed the meta data bug in the firmware.

The obvious conclusion is to by a PB if you want bugs fixed and better support.

[EowynCarter]

. But also EowynCarter hade to call them to get a response for a question

Wrong ! I would have had an answer all the same.
The reason of my call was making sure they had my mail, not getting an answer.
Don't asume things when don't don't know what you're talking about.

The firmware update was 1 year late and now nearly 6 months later they have still not fixed the meta data bug in the firmware.

Weird, i thought it was fixed. Works a charm on the color opus. Just a mater of time untill we have it.