Screen Problem

CiaraG · 05-03-2008, 08:23 AM

Hi Guys,

Turned on the Cybook this morning and the bottom half of the screen is a mess - lines running through it. Have rebooted & reset and nothing has improved. Now it even has the lines on it when the screen is blanked.

Here's a few pics of it. Has anyone else experienced this? Really don't want to have to send it back for repair!

Regards
Ciara.

HarryT · 05-03-2008, 08:40 AM

I'm afraid that it looks very much like a broken substrate. The screen has a very thin glass layer under the plastic. If you put pressure on it, it easily fractures. It's not repairable - it needs a new screen which will probably cost about two thirds the cost of a new machine - and it's not covered under warranty because it's caused by an impact to the Gen3 or pressure on the screen.

Sorry to be the bearer of bad tidings

.

JSWolf · 05-03-2008, 10:29 AM

But it cannot hurt to contact Bookeen and see if they will do a warranty replacement.

HarryT · 05-03-2008, 10:36 AM

It needs to be sent back to Bookeen, certainly. They can then assess it and ascertain what the problem is. I can only go from the fact that the curved lines on the screen and the displacement of the image do, regretably, look just like those which result from a substrate fracture.

JSWolf · 05-03-2008, 10:37 AM

I have to agree with HarryT. It does look like a cracked screen. Even though you cannot seer the cracks, they would appear underneath.

CiaraG · 05-03-2008, 01:35 PM

Damn, I really didn't want to hear that! Figured I would have to send it back though. Have emailed the photos to Bookeen and am waiting on their response.

Can't understand how it happened. I haven't dropped it or anything. I literally just turned it on this morning and that was the result. I would hope that Bookeen would replace / fix under warranty.

Well, that's just ruined my bank holiday weekend! I was all set with about 8 new books to read. Looks like I'll be commandeering the laptop again!

C.

HarryT · 05-04-2008, 02:50 AM

Hopefully I'm wrong, and it will be repairable under warranty, but I'm afraid that it undoubtedly does need to be returned to Bookeen. Sorry

.

CiaraG · 05-14-2008, 12:16 PM

Just thought I'd let you guys know what happened.

I sent the Cybook back to Bookeen and indeed the screen had been damaged. Unfortunately, this is the one part which is not covered under warranty and there is a charge of 120.00 euro to replace it (I knew this before sending the unit back).

I have to say that contrary to what I have read on other posts on the forum, my experience with the service from Bookeen has been very good. All emails were answered quickly and helpfully and when I explained that I really needed my Cybook back before I went away in a couple of weeks, they assured me they would do their best to repair / replace quickly. My replacement is now ready, which is really quick service

So, outside of the 120.00 euro cost, I'm a happy bunny. Lesson learned - keep Cybook away from other family members!!!!!

:

Ciara.

HarryT · 05-14-2008, 12:21 PM

That's very good news - thanks for letting us know! Did you ever work out how the screen had become damaged?

alia · 05-14-2008, 12:31 PM

That looks like my sister's screen after she dropped it from a pretty high distance. It's why I bought the additional 2-year Cybook accidental damage plan from BooksOnBoard... I haven't had to use it yet, but the screens are fragile so I figure it's a good investment (especially with exchange rates what they are right now... for 120 euros I could almost buy a new Cybook! yikes). My interactions with Bookeen have also been good (and yes, they do speak English), although I usually just direct questions to BoB bc it's faster.

HarryT · 05-14-2008, 01:00 PM

Quote:

Originally Posted by alia

for 120 euros I could almost buy a new Cybook! yikes

The price new is €290, excluding VAT, so I think that €120 for a new screen - under half the price of the new machine - is actually a very fair one. Especially if you compare with some other manufactuers - eg Amazon don't offer ANY type of repair service for the Kindle!

tompe · 05-14-2008, 03:19 PM

Quote:

Originally Posted by CiaraG

J
I sent the Cybook back to Bookeen and indeed the screen had been damaged. Unfortunately, this is the one part which is not covered under warranty and there is a charge of 120.00 euro to replace it (I knew this before sending the unit back).

If it just breaks with normal use it is covered by warranty or EU regulation.

05-03-2008, 08:23 AM	#1
CiaraG Enthusiast Posts: 27 Karma: 10 Join Date: Jan 2008 Device: Cybook Gen3	Screen Problem Hi Guys, Turned on the Cybook this morning and the bottom half of the screen is a mess - lines running through it. Have rebooted & reset and nothing has improved. Now it even has the lines on it when the screen is blanked. Here's a few pics of it. Has anyone else experienced this? Really don't want to have to send it back for repair! Regards Ciara. Attached Thumbnails

05-14-2008, 12:16 PM	#8
CiaraG Enthusiast Posts: 27 Karma: 10 Join Date: Jan 2008 Device: Cybook Gen3	Update on Screen Problem Just thought I'd let you guys know what happened. I sent the Cybook back to Bookeen and indeed the screen had been damaged. Unfortunately, this is the one part which is not covered under warranty and there is a charge of 120.00 euro to replace it (I knew this before sending the unit back). I have to say that contrary to what I have read on other posts on the forum, my experience with the service from Bookeen has been very good. All emails were answered quickly and helpfully and when I explained that I really needed my Cybook back before I went away in a couple of weeks, they assured me they would do their best to repair / replace quickly. My replacement is now ready, which is really quick service So, outside of the 120.00 euro cost, I'm a happy bunny. Lesson learned - keep Cybook away from other family members!!!!! : Ciara.

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05-03-2008, 08:40 AM	#2
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	I'm afraid that it looks very much like a broken substrate. The screen has a very thin glass layer under the plastic. If you put pressure on it, it easily fractures. It's not repairable - it needs a new screen which will probably cost about two thirds the cost of a new machine - and it's not covered under warranty because it's caused by an impact to the Gen3 or pressure on the screen. Sorry to be the bearer of bad tidings .

05-03-2008, 10:29 AM	#3
JSWolf Resident Curmudgeon Posts: 73,887 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	But it cannot hurt to contact Bookeen and see if they will do a warranty replacement.

05-03-2008, 10:36 AM	#4
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	It needs to be sent back to Bookeen, certainly. They can then assess it and ascertain what the problem is. I can only go from the fact that the curved lines on the screen and the displacement of the image do, regretably, look just like those which result from a substrate fracture.

05-03-2008, 10:37 AM	#5
JSWolf Resident Curmudgeon Posts: 73,887 Karma: 128597114 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I have to agree with HarryT. It does look like a cracked screen. Even though you cannot seer the cracks, they would appear underneath.

05-03-2008, 01:35 PM	#6
CiaraG Enthusiast Posts: 27 Karma: 10 Join Date: Jan 2008 Device: Cybook Gen3	Damn, I really didn't want to hear that! Figured I would have to send it back though. Have emailed the photos to Bookeen and am waiting on their response. Can't understand how it happened. I haven't dropped it or anything. I literally just turned it on this morning and that was the result. I would hope that Bookeen would replace / fix under warranty. Well, that's just ruined my bank holiday weekend! I was all set with about 8 new books to read. Looks like I'll be commandeering the laptop again! C.

05-04-2008, 02:50 AM	#7
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Hopefully I'm wrong, and it will be repairable under warranty, but I'm afraid that it undoubtedly does need to be returned to Bookeen. Sorry .

05-14-2008, 12:21 PM	#9
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	That's very good news - thanks for letting us know! Did you ever work out how the screen had become damaged?

05-14-2008, 12:31 PM	#10
alia Bookworm Posts: 57 Karma: 27 Join Date: Apr 2008 Device: Cybook Gen 3	That looks like my sister's screen after she dropped it from a pretty high distance. It's why I bought the additional 2-year Cybook accidental damage plan from BooksOnBoard... I haven't had to use it yet, but the screens are fragile so I figure it's a good investment (especially with exchange rates what they are right now... for 120 euros I could almost buy a new Cybook! yikes). My interactions with Bookeen have also been good (and yes, they do speak English), although I usually just direct questions to BoB bc it's faster.

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