Sony - Reader Needs Service Like a Car

Sony Reader PRS 505 - Complaint

Review by CBA_solutions on 2012-02-03

Rating:

JAPAN -- The below says it all, this was the third time I had to get Sony to fix their program to connect my reader. this time I lost quite a few books. Main reason stated for issue was folder that Sony program installed.

No effort to compensate for lost books

And I will bet anyone $1,000 that problem is not resolved.

1:08 PM Connecting...
1:08 PM Connected. A support representative will be with you shortly.
1:08 PM Support session established with Carmen - (C1OM).
1:08 PM Carmen - (C1OM):
Hi. Welcome to Sony Online Support. My name is Carmen. Please allow me a moment to review your concern.
1:08 PM Carmen - (C1OM):
Please be so kind to provide me more additional information to better understand your concern
1:09 PM Customer:
Hi Carmen I had a chat going with Rene but I shut down my browser accidentally any chance you could bring up that chat?
1:10 PM Carmen - (C1OM):
Unfortunately, I'm not able to recover a previous chat session, but I'll be glad to continue helping you
1:10 PM Customer:
Assuming not I have trouble connecting my Sony reader to my computer. plug in and sometimes Sony reader program launches like it should but most of time I have to plug unplug plug, launch reader turn computer off etc. to get it to work. I just had it working, unplugged and when I replugged nothing.
1:11 PM Carmen - (C1OM):
I'll be glad to help you with your Sony eReader not being recognized by the computer
1:11 PM Carmen - (C1OM):
May I please have the model of the unit?
1:11 PM Customer:
I do note that when I do plug in it sometimes has drive O then sometimes nothing and sometimes additional drives
1:11 PM Customer:
PRS 505
1:12 PM Carmen - (C1OM):
Thank you. Are you using the Reader Library Software or the Reader for PC Software in your computer?
1:13 PM Customer:
Yes I am, I am also using adobe digital to get library books. problem is same with both, it it works both work if one does not neither does other
1:14 PM Carmen - (C1OM):
I'm sorry. Just to confirm
1:14 PM Customer:
I assume I m doing something wrong but I do believe I am following instructions.
1:14 PM Carmen - (C1OM):
Which Reader Software version are you using?
1:15 PM Customer:
one sec
1:15 PM Carmen - (C1OM):
Certainly
1:16 PM Customer:
loading program now
1:17 PM Carmen - (C1OM):
Ok
1:18 PM Customer:
Does not want to load
1:18 PM Customer:
this is what I go through when I attempt to connect my Sony, now I have to restart my computer
1:18 PM Carmen - (C1OM):
Ok, Is the reader fully charged?
1:19 PM Customer:
yes it is.
1:20 PM Carmen - (C1OM):
Ok, Can you tell me if you have issues only when the unit is plug in to the computer?
1:20 PM Customer:
Note I do believe I have latest version as I updated recently i.e. last 3 months.
1:20 PM Customer:
This is the only issue I have, connection to computer it has been an ongoing issue.
1:21 PM Carmen - (C1OM):
I understand. Were you able to open the Software?
1:22 PM Customer:
no, I will have to restart my computer to do so.
1:22 PM Customer:
I have v. 3.3
1:23 PM Carmen - (C1OM):
Thank you for the confirmation. I can make a connection to your computer so we can solve this problem together. Would you allow one time access to your computer to help resolve the issue?
1:24 PM Customer:
yes
1:24 PM Carmen - (C1OM):
Ok, please download the program, but do not end the chat session
1:24 PM Carmen - (C1OM) would like to start an operation which requires an applet to be downloaded. Download Applet
1:25 PM Customer:
connecting
1:25 PM Carmen - (C1OM):
ok
1:25 PM You have granted full permission to Technician. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
1:25 PM Checking configuration...
1:25 PM Checking configuration...
1:25 PM Applet connecting...
1:25 PM Applet connected.
1:26 PM Customer:
says it is connected
1:26 PM Remote Control started by Carmen - (C1OM).
1:26 PM Carmen - (C1OM):
I'm with you now
1:26 PM Carmen - (C1OM):
I'll take control of your mouse to verify the issue ok
1:27 PM Customer:
ok thanks a bunch
1:27 PM Carmen - (C1OM):
Not a problem. I'll proceed now
1:31 PM Carmen - (C1OM):
Is the reader plug in?
1:31 PM Customer:
no
1:31 PM Carmen - (C1OM):
Please plug the unit back
1:32 PM Customer:
What was Kinoma?
1:32 PM Carmen - (C1OM):
These are some folders related with the software that required to be deleted
1:32 PM Customer:
Plugged in
1:32 PM Carmen - (C1OM):
Ok
1:32 PM Carmen - (C1OM):
Thank you
1:32 PM Customer:
will that affect my computer?
1:32 PM Carmen - (C1OM):
These are folders downloaded when you download the Reader Software
1:33 PM Carmen - (C1OM):
This is not related with your computer
1:33 PM Carmen - (C1OM):
Ok
1:33 PM Customer:
ok
1:33 PM Carmen - (C1OM):
Are you the administrator of the computer?
1:33 PM Customer:
I guess so
1:34 PM Customer:
it is my computer
1:34 PM Carmen - (C1OM):
Ok
1:34 PM Carmen - (C1OM):
Are there any other devices plug in to the computer besides the reader?
1:34 PM Customer:
My printer and a USB storage device
1:35 PM Carmen - (C1OM):
Please unplug the printer for a moment
1:35 PM Customer:
network connector
1:35 PM Carmen - (C1OM):
Please unplug
1:35 PM Carmen - (C1OM):
I'll wait
1:35 PM Customer:
done
1:35 PM Carmen - (C1OM):
Thank you
1:37 PM Customer:
Carmen Sony reader has been coming on as drive O and two other letters I do not remember.
1:38 PM Customer:
sometimes only O, when working it has three drives listed for Sony
1:38 PM Carmen - (C1OM):
Ok, please unplug and plug it back in
1:39 PM Customer:
it is not there even though I get audio report that I plugged something in
1:39 PM Carmen - (C1OM):
Did you unplug and plug it back in?
1:39 PM Customer:
yes I did
1:39 PM Carmen - (C1OM):
ok
1:40 PM Customer:
I plugged into different port.
1:41 PM Carmen - (C1OM):
ok
1:41 PM Customer:
now there 8is a drive O
1:41 PM Carmen - (C1OM):
ok
1:44 PM Carmen - (C1OM):
Done. Reader is working as expected. But seems the previous ports is not working properly with the device
1:44 PM Carmen - (C1OM):
You should use the one you just changed ok
1:45 PM Customer:
OK but that is part of issue there is no consistency to problem. I plug in out turn off on reset etc.
1:46 PM Customer:
so I have little confidence that this will work as the previous port worked just fine hour ago.
1:46 PM Carmen - (C1OM):
There were some folders blocking the program, that's why I delete them
1:47 PM Customer:
what folders and how did they get there so I do not have this issue again
1:47 PM Carmen - (C1OM):
These are folders that were downloaded the first time you download the Reader Software
1:47 PM Carmen - (C1OM):
I just deleted them to avoid this issue again
1:48 PM Customer:
great so I should not down load reader again even for updates, note one update was mandatory.
1:48 PM Carmen - (C1OM):
If you update the Reader Software, you won't have any issues with your current device
1:48 PM Carmen - (C1OM):
It will be up to you, if you update the program
1:49 PM Customer:
OK but confidence is low.
1:49 PM Customer:
So what is the proper process to connect to computer. plug in reader
1:50 PM Customer:
Or launch reader library first then plug in reader etc.
1:50 PM Carmen - (C1OM):
You may proceed to unplug and plug the unit back to make sure everything is working fine
1:50 PM Carmen - (C1OM):
I'll show the correct process
1:50 PM Carmen - (C1OM):
Ok
1:50 PM Customer:
ok
1:50 PM Customer:
where are my books?
1:51 PM Carmen - (C1OM):
As I mentioned I format the internal memory of the unit to delete any possible corrupted data
1:51 PM Carmen - (C1OM):
We can re-download them again
1:51 PM Customer:
That is going to be a lot of work and time
1:52 PM Carmen - (C1OM):
I can proceed now
1:52 PM Customer:
note no reader is connected
1:52 PM Customer:
reader itself shows a connection but not on computer
1:53 PM Carmen - (C1OM):
Did you use the same port?
1:53 PM Customer:
YES!!
1:53 PM Customer:
Like I said an ongoing issue
1:54 PM Carmen - (C1OM):
Adobe Program does not work the PRS-T1 Reader, nevertheless, you can use Reader for PC to transfer books downloaded from other sites, to your Reader, as it works as an Adobe client.
1:54 PM Customer:
HOw about getting reader to connect to computer
1:54 PM Carmen - (C1OM):
Just a moment
1:55 PM Customer:
and yes it has in past
1:55 PM Customer:
like today a 1:30 pm
1:55 PM Carmen - (C1OM):
Are you using a desktop or laptop computer?
1:56 PM Customer:
desk top,
1:56 PM Customer:
Note I switched back to previous port and got connection.
1:56 PM Carmen - (C1OM):
Ok
1:56 PM Customer:
now I have O H K drives on my Sony
1:57 PM Carmen - (C1OM):
If you use a desktop computer, it will be recommendable to use the back ports to plug the unit to your computer
1:57 PM Customer:
why?
1:57 PM Carmen - (C1OM):
Because it is a direct connection to your computer
1:58 PM Customer:
the ones in front are not?
1:59 PM Customer:
OK how do I get my books back?
1:59 PM Carmen - (C1OM):
The ports in the back are embedded or we can say that they are part of the motherboard.
2:00 PM Customer:
thanks that is understood
2:00 PM Carmen - (C1OM):
That is why they offer a better connection. The front panel is part of the case and is connected to the motherboard via a cable.
2:00 PM Carmen - (C1OM):
Does that answer your question?
2:00 PM Customer:
Yes got it
2:01 PM Carmen - (C1OM):
Good, Now we can continue re-downloading the books from your account ok
2:01 PM Customer:
OK :)
2:01 PM Carmen - (C1OM):
Then you can either transfer the books manually or sync all the books
2:02 PM Carmen - (C1OM):
Would you like to download all of them?
2:02 PM Customer:
What about books I got from other sites?
2:02 PM Customer:
Yes I would like my books
2:03 PM Carmen - (C1OM):
You will have to re-download them from the site again. As you said before the Reader Software was not opening properly
2:03 PM Carmen - (C1OM):
And all the books were deleted when I was able to open the program again
2:03 PM Carmen - (C1OM):
I will be able to download all the previous purchased titles from the eBookstore
2:04 PM Carmen - (C1OM):
But you will have to re-download the ones from other stores ok
2:04 PM Customer:
Gee thanks, I have lost quite a few books
2:04 PM Carmen - (C1OM):
You're welcome
2:05 PM Customer:
I was being sarcastic, I lost quite a few books and it will take a lot of work and time to replace them. This Sony seems not to be very user friendly
2:06 PM Carmen - (C1OM):
Since the books were deleted when I was able to open the program. I could not be able to keep them for you
2:06 PM Customer:
Understood, not your fault, but my loss none the less
2:06 PM Carmen - (C1OM):
I understand
2:09 PM Carmen - (C1OM):
At the moment, the books are downloading to your library section. Then it will be up to you to drag and drop some of them to your device or sync all your books at the same time
2:09 PM Carmen - (C1OM):
Ok
2:10 PM Customer:
I assume I will also loose all my bookmarks and pages where I left off reading on the reader
2:10 PM Carmen - (C1OM):
That's correct
2:11 PM Customer:
Ok why when I do connect I sometimes get, like now drives O H K and sometimes only O?
2:12 PM Customer:
Also why am I getting doubles of many titles?
2:13 PM Carmen - (C1OM):
Probably we need to re-install the drivers
2:13 PM Carmen - (C1OM):
These 3 drivers are for the Reader. One is for the main memory and the other two are the SD and Memory Stick Readers.
2:14 PM Customer:
OK but why do they all come up sometimes and sometimes not?
2:14 PM Carmen - (C1OM):
If the reader is not recognized properly, the rest are not either
2:15 PM Customer:
OK why the double titles?
2:16 PM Carmen - (C1OM):
Maybe I click twice on the re-download
2:16 PM Carmen - (C1OM):
Do not worry, I delete them for you
2:16 PM Customer:
Ok,
2:16 PM Carmen - (C1OM):
If you do not know how to delete duplicate copies
2:16 PM Carmen - (C1OM):
Ok
2:17 PM Customer:
Question so these books I purchase do not reside on my computer, correct?
2:18 PM Carmen - (C1OM):
Actually, once you download a books, it will download to your computer as well
2:18 PM Customer:
but then why did we have to re download?
2:19 PM Carmen - (C1OM):
Because the books were not on the Reader library when we were able to open I tp again as I mentioned before
2:20 PM Customer:
Ok sorry this not only frustrating but confusing
2:20 PM Carmen - (C1OM):
I understand
2:20 PM Customer:
How do I get rid of the double title without deleting the book?
2:21 PM Carmen - (C1OM):
You just right click on the title and then select delete. but you will have to wait until all your books are finished
2:21 PM Carmen - (C1OM):
Ok
2:21 PM Customer:
Ok can I do a batch delete?
2:22 PM Customer:
i.e. hold down control and select multiple books?
2:22 PM Carmen - (C1OM):
I'm sorry. Repeat question
2:22 PM Carmen - (C1OM):
Yes, you can
2:22 PM Customer:
thanks
2:22 PM Carmen - (C1OM):
You're welcome
2:22 PM Carmen - (C1OM):
Is there any other concern or question I can help you with?
2:24 PM Customer:
other than I do not believe issue is resolved, no. I know this lack of quality is not you fault but for what I paid for this device I have had to spend much too much time getting it fixed.
2:24 PM Carmen - (C1OM):
I understand. I will provide your feedback to our next level of support
2:24 PM Customer:
Not the Sony quality advertised
2:24 PM Carmen - (C1OM):
Thank you for contacting Sony Online Support today. Please feel free to stop by our chat room again if you need any further assistance.
2:24 PM Carmen - (C1OM):
Ok
2:24 PM Carmen - (C1OM):
Have a nice day
2:24 PM Customer:
Thanks for your help
2:25 PM Carmen - (C1OM):
It's been more than a pleasure
2:25 PM Carmen - (C1OM):
Bye now
2:25 PM Customer:
I relly cannot understand how you do your job, I would have busted my computer by now. You did great
2:26 PM Carmen - (C1OM):
Thank you for your kind words
2:26 PM Carmen - (C1OM):
God Bless You
2:26 PM Carmen - (C1OM):
Take care
2:26 PM Carmen - (C1OM):
Bye now
2:26 PM Customer:
you too
2:26 PM Carmen - (C1OM):
Thanks =)
2:26 PM Carmen - (C1OM) has ended the session.