"Look elsewhere for Quality or Customer Support"0.5 starson by davetrevor
Pros: Cool, trendy, yada ... yes, but when you have two other products on the market, you may want to consider long-term quality and customer service and support, both of which Sony seriously lacks. See below and see how Sony "Thanks [YOU] for waiting"
Cons: The screen goes out and Sony's solution is to charge you a $99 fee to replace it with a refurbish unit of the same model you own. So, if improvements are made to your current unit, you'll get stuck paying a hundred bucks for the same subpar e-reader
Summary: A conversation w/Sony Support: "Thanks for Waiting"
Email sent at: 7:19:42 PM, 10/22/2009
S> Hi David. Welcome to Sony Online Support. I'm George. Please allow me a moment to review your concern. Thanks for waiting, David. I'm sorry that the display window of the Reader is not being able to display. I?ll be glad to assist you with this.
When did it last work normally?
ME > last week when it was last used
S> Please let me know if you are using a fully charged battery.
M> yes it has been charged overnight but currently there are no lights coming on either on the side or the front. The unit is currently hooked to a computer via USB
S> Is there any error message displayed?
Me> no the screen is blank except there is a black rectangular display ion the upper left had corner and several verticle lines on the screen
S> Did you press the RESET button when the Reader is connected to the Computer?
Me> yet, I have unplugged it from the computer now
S> Please disconnect the Reader, then press the RESET button and check if it helps.
M> I did and reset again==nothing happens
S> To reset the Reader, please press the RESET button using the tip of a ball point pen or any sharp pointed object. The RESET button is located at the rear of the Reader.
Me> yes I have used a paper clip several times and hear the reset button click but the unit does nothing
S> I'm really sorry to hear that the issue still persists after performing the troubleshooting steps.
Me> I have plugged the unit to the electrical outlet and an amber light is flashing on the side
S> David, unfortunately the Reader requires service.
S> Shall I forward a link where you can initiate a repair?
Me> I would be willing to perhaps buy a new Sony eReader if I had a credit for the broken unit. are you still there George?
S> Please give me a moment while I get this information for you. Thanks for waiting, David.
Me> David, there is an exchange program available.
S> Please initiate a repair for the Reader to avail the exchange options.
M> Ok George, please tell me all about it--It sounds exciting!
George_ > I would like to forward a link to a page where you can initiate a repair.
S> When you receive the link, please click on it to open the page and let me know if you are able to view it. http://eservice.sony.com Are you able to view the page?
Me> it just says I can pay $99 and get a refurbished unit--I actually want to buy a new unit but at least get some credit for the broken one
S> David, the Reader can be exchanged and only a refurbished unit will be provided to you. I'm sorry, David. There are no options to exchange the unit for a new model. You too! I'm sorry for the typo. You're welcome. Bye and take care.
Me> Well, is there any way to talk to a manager
ME> I want to continue to buy Sony products but if they just break well there are other options
S> Sure, David. I'd like to transfer this chat to our next level of support. They can review what we've discussed and will assist you from here.
S> Please wait, while the problem is escalated to another analyst
S> Hi David. Welcome to Sony Online Support. I'm Lindsey. Please allow me a moment to review your concern. Thanks for waiting, David. I'm sorry that the display window of the Reader is not being able to display. I?ll be glad to assist you with this. I checked for the information and the Reader can be exchanged and only a refurbished unit will be provided to you. I'm really sorry for the difficulties you're experiencing with the Portable Reader as it is not working.
David > When I bought this unit it was over $400 and it is just not right that now I have to accept an out of date unit--I mean I am offering to purchase a new unit if there can be some price reduction on the new one--I can't see buying a new unit
David > from Sony if it is just going to break and then what I get in replacement is not even a new unit
Me> Help me continue to buy Sony.
S> May I know the date of purchase of the Portable Reader?
ME> It was last year but I don't have the exact date at hand right this minute. Don't get me wrong--I don't want to think ah my unit is broken i want the newest one available without paying anything--I am willing to pay for a new unit--I just think it is fair to have a credit from Sony toward that unit due to the broken unit. I mean I paid twice for this unit of what the new ones cost.
Me> So even a credit of $100 toward a new unit would make me purchase it
S> The original Sony limited warranty covers your Portable Reader for a period of twelve months from the original date of purchase for both parts and labor.
Me> Well, I can't see paying $99 to exchange the broken unit for a refurbished one
S> I'm really keen to help you. However, this is the only available option at this moment.
Me> I am sorry to hear it and my friends in the industry will be sorry to hear about it.
S> I really tried to help you.
Me> You do get points for that but I will need to include this in my review for Cnet