650 DOA!

PocketGoddess · 09-24-2010, 09:52 PM

I preordered the new Sony Reader Touch edition as soon as they were available at SonyStyle. I got it today, and it's effectively DOA: the bottom half of the touch screen is unresponsive, so I can't even confirm that I want to choose English for the device.

Has anyone else run into the same problem, or have any suggestions? When I called Sony they said I would have to pay to ship the unit back to a repair center and wait at least two weeks. I think that's completely unacceptable. I paid $250 for a new ebook reader, not a refurb or repair on a defective unit!

JSWolf · 09-24-2010, 10:00 PM

Do you have a local SonyStyle shop? If so, take it back there. If not, call back and ask for a supervisor.

PocketGoddess · 09-24-2010, 10:05 PM

There is one in the next city over, but I don't have a car.

I don't know if they would accept an exchange for an online order in-store. Maybe I could get a friend to take a field trip with me. . . .

astra · 09-25-2010, 09:26 AM

Quote:

Originally Posted by PocketGoddess

There is one in the next city over, but I don't have a car.

I don't know if they would accept an exchange for an online order in-store. Maybe I could get a friend to take a field trip with me. . . .

Just send it back to the online shop. Request a full refund. Tell them that it is defective, so they refund your shipping costs too.
As simple as that.

PocketGoddess · 09-25-2010, 11:25 AM

I will try to work it out with them first. I know I can return it, or get my credit card company involved if I have to. I was just hoping for some troubleshooting advice here.

My long experience with handhelds tells me there may be a very simple fix. There is no screen protector involved in this case, for example, but they have been known to cause touch screens to become unresponsive if installed too close to the edges of a screen, etc.

ShellShock · 09-25-2010, 11:53 AM

I had a similar problem with my first 650--it would not charge, and would not respond, sometimes it would not even boot.

As I bought it in a Sony store, I got an immediate exchange.

PocketGoddess · 09-25-2010, 12:04 PM

Thank you, that is extremely helpful information.

I suspected problems when I ordered immediately and Sony couldn't give me an estimated arrival date. Took three weeks to get something that was supposedly immediately available. I love Sony, but I know their Readers aren't so popular that they should be having major supply issues due to demand.

jswinden · 09-25-2010, 12:08 PM

Quote:

Originally Posted by PocketGoddess

When I called Sony they said I would have to pay to ship the unit back to a repair center and wait at least two weeks. I think that's completely unacceptable. I paid $250 for a new ebook reader, not a refurb or repair on a defective unit!

Wow! I knew Sony was crappy with customer relations but that is ridiculous. If you get a DOA (or even slightly faulty) Kindle, Amazon apologizes and sends you another one ASAP and without shipping costs either way. Plus they ship the replacement to you first, then you return the faulty one so you are not without a reader. Perhaps the Japanese corporations can take a lesson from an American company and discover why Amazon is selling several times as many readers as they are!

Joshseadog · 09-25-2010, 12:26 PM

Well I had two Kindle 3 both of them froze and would not reset on me within a week. Was I that unlucky, the first one they replaced within two weeks. The second one they stated could not be replaced for at least a month due to back order waiting list. I had refund and purchased 650 and could not be happier. Had it a week now, so far so good.

PocketGoddess · 09-25-2010, 12:31 PM

I don't think this has anything to do with Sony being a Japanese company! The one time I had an issue on the PSN, my problem was very quickly and politely solved.

Amazon is selling more Kindles because they are competing solely on price, and that isn't the most important thing to me. In my opinion the Sony Reader is a much better piece of hardware, and epub support plus the ability to take handwritten notes are what I want.

Hopefully I will be able to get this resolved quickly.

astra · 09-25-2010, 01:39 PM

Quote:

Originally Posted by PocketGoddess

I don't think this has anything to do with Sony being a Japanese company!

Don't pay attention to jswinden, he is the same anal who attacked me for creating a topic that he didn't like.

Good luck with your online shop!

PocketGoddess · 09-25-2010, 01:47 PM

Thanks. I know it will get resolved, I'm just really frustrated right now.

I've been writing about mobile tech for a decade now, on my own site plus Brighthand, TabletPCReview, Geek.com, etc., covering everything from Palm OS & Pocket PC all the way up to portable gaming, nook/Kindle, Android & WM phones and the iPad. I have never had a DOA device before this, and I've used 20 times the devices of average folks.

I guess it was time for my luck to run out!

astra · 09-25-2010, 01:52 PM

Quote:

Originally Posted by PocketGoddess

Thanks. I know it will get resolved, I'm just really frustrated right now.

I've been writing about mobile tech for a decade now, on my own site plus Brighthand, TabletPCReview, Geek.com, etc., covering everything from Palm OS & Pocket PC all the way up to portable gaming, nook/Kindle, Android & WM phones and the iPad. I have never had a DOA device before this, and I've used 20 times the devices of average folks.

I guess it was time for my luck to run out!

Oh, it was bound to happen! Consider yourself lucky because it is only one time

When I buy 650, I think I might buy it in a local shop, just in case...for easy return, but price will be the major point.

JSWolf · 09-25-2010, 01:53 PM

Quote:

Originally Posted by jswinden

Wow! I knew Sony was crappy with customer relations but that is ridiculous. If you get a DOA (or even slightly faulty) Kindle, Amazon apologizes and sends you another one ASAP and without shipping costs either way. Plus they ship the replacement to you first, then you return the faulty one so you are not without a reader. Perhaps the Japanese corporations can take a lesson from an American company and discover why Amazon is selling several times as many readers as they are!

My Mother's 600 was one of the 600's with the fading sun issue. She had it for a few months. So taking it back to the store was not an option. I called Sony and they sent another 600. The screen on the replacement was not as dark as hers. So I called Sony and they sent another 600 that did work in the sunlight and was as dark. And all of this Sony paid for the shipping. Sony used two day shipping as well.

The only issue I had was the CS person I originally got on the line tried to tell me that's how they are. I asked for a supervisor and the supervisor knew what I was talking about and I was on my way to getting things sorted.

JSWolf · 09-25-2010, 01:55 PM

Quote:

Originally Posted by astra

Oh, it was bound to happen! Consider yourself lucky because it is only one time

When I buy 650, I think I might buy it in a local shop, just in case...for easy return, but price will be the major point.

I will most likely buy from the local Sony Style shop.

09-24-2010, 09:52 PM	#1
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	650 DOA! I preordered the new Sony Reader Touch edition as soon as they were available at SonyStyle. I got it today, and it's effectively DOA: the bottom half of the touch screen is unresponsive, so I can't even confirm that I want to choose English for the device. Has anyone else run into the same problem, or have any suggestions? When I called Sony they said I would have to pay to ship the unit back to a repair center and wait at least two weeks. I think that's completely unacceptable. I paid $250 for a new ebook reader, not a refurb or repair on a defective unit!

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09-24-2010, 10:00 PM	#2
JSWolf Resident Curmudgeon Posts: 73,970 Karma: 128903378 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Do you have a local SonyStyle shop? If so, take it back there. If not, call back and ask for a supervisor.

09-24-2010, 10:05 PM	#3
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	There is one in the next city over, but I don't have a car. I don't know if they would accept an exchange for an online order in-store. Maybe I could get a friend to take a field trip with me. . . .

09-25-2010, 11:25 AM	#5
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	I will try to work it out with them first. I know I can return it, or get my credit card company involved if I have to. I was just hoping for some troubleshooting advice here. My long experience with handhelds tells me there may be a very simple fix. There is no screen protector involved in this case, for example, but they have been known to cause touch screens to become unresponsive if installed too close to the edges of a screen, etc.

09-25-2010, 11:53 AM	#6
ShellShock Wizard Posts: 1,176 Karma: 2431850 Join Date: Sep 2008 Device: IPad Mini 2 Retina	I had a similar problem with my first 650--it would not charge, and would not respond, sometimes it would not even boot. As I bought it in a Sony store, I got an immediate exchange.

09-25-2010, 12:04 PM	#7
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	Thank you, that is extremely helpful information. I suspected problems when I ordered immediately and Sony couldn't give me an estimated arrival date. Took three weeks to get something that was supposedly immediately available. I love Sony, but I know their Readers aren't so popular that they should be having major supply issues due to demand.

09-25-2010, 12:26 PM	#9
Joshseadog Enthusiast Posts: 27 Karma: 110 Join Date: Sep 2010 Location: South Wales. U.K. Device: Sony PRS-650	Well I had two Kindle 3 both of them froze and would not reset on me within a week. Was I that unlucky, the first one they replaced within two weeks. The second one they stated could not be replaced for at least a month due to back order waiting list. I had refund and purchased 650 and could not be happier. Had it a week now, so far so good.

09-25-2010, 12:31 PM	#10
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	I don't think this has anything to do with Sony being a Japanese company! The one time I had an issue on the PSN, my problem was very quickly and politely solved. Amazon is selling more Kindles because they are competing solely on price, and that isn't the most important thing to me. In my opinion the Sony Reader is a much better piece of hardware, and epub support plus the ability to take handwritten notes are what I want. Hopefully I will be able to get this resolved quickly.

09-25-2010, 01:47 PM	#12
PocketGoddess Connoisseur Posts: 62 Karma: 654648 Join Date: Jun 2010 Device: Paperwhite, KSO, Nook, iPad	Thanks. I know it will get resolved, I'm just really frustrated right now. I've been writing about mobile tech for a decade now, on my own site plus Brighthand, TabletPCReview, Geek.com, etc., covering everything from Palm OS & Pocket PC all the way up to portable gaming, nook/Kindle, Android & WM phones and the iPad. I have never had a DOA device before this, and I've used 20 times the devices of average folks. I guess it was time for my luck to run out!

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