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Sony Electronics Inc Complaint - Manufacturer's Defect - No Satisfaction - Sony Reader PRS500
Sony Reader PRS500 - Complaint
PALM HARBOR, FLORIDA -- DON'T EVEN THINK ABOUT BUYING THIS PIECE OF JUNK -
You could VERY EASILY break the LCD screen if you ever have to reset the unit - SONY will not acknowledge this ENGINEERING DEFECT and actually tries to make money from it by charging YOU to replace the screen, AS IF IT WERE YOUR FAULT!!! If you do pay to replace it, it will probably break again the next time you have to reset it!
After talking to a customer service representative via telephone I was instructed to send my Sony PRS500 Reader to the repair facility in California. The unit is under warranty until October. Here is the issue: My Reader was working fine one afternoon and then it froze and I had to remove it from its case, reset it, and put it back into the case. When I tried to use the Reader after that all I got was white and black splotches on the screen.
At the time I did not know that the screen problem was caused simply by putting the unit back into its case …. I had no idea what happened but knew for sure I didn’t drop, bang or otherwise cause the problem…. but after reading on the internet about several people who had the same problem (and the same customer service result), I realized that simply by pushing the unit into the clips on the case which is located in the center of the LCD screen, the screen CAN and DOES break.
Removing the unit from it’s case and putting it back into its case should not be a hazardous undertaking. This is obviously an engineering defect and should be covered under the warranty.
Instead of the response I expected, I received an email including a $267.49 repair estimate. I sent an email back stating it should be a warranty repair and the next thing I knew I received an email that the unit was being sent back to me unrepaired. I called and was told that this was because the screen was broken and that it had already been shipped back to me. In reality, since this defect is still part of all Sony Readers, the identical thing could happen again at any time, and a refund, not a replacement should be in order for everyone who is unfortunate enough to own one -
BEWARE, WHEN THE UNIT FREEZES UP, WHICH IT EVENTUALLY WILL, YOU WILL HAVE TO REMOVE THE UNIT FROM IT'S CASE TO REACH THE RESET... DUE TO THE ENGINEERING, THE UNIT THEN HAS TO 'SNAP' BACK INTO THE CASE OR IT WILL FALL OUT. THE SLIGHTEST PRESSURE TO ACCOMPLISH THIS CAN AND DOES BREAK THE SCREEN FROM THE BACKSIDE.
This will be the LAST Sony product I will ever buy!
You could VERY EASILY break the LCD screen if you ever have to reset the unit - SONY will not acknowledge this ENGINEERING DEFECT and actually tries to make money from it by charging YOU to replace the screen, AS IF IT WERE YOUR FAULT!!! If you do pay to replace it, it will probably break again the next time you have to reset it!
After talking to a customer service representative via telephone I was instructed to send my Sony PRS500 Reader to the repair facility in California. The unit is under warranty until October. Here is the issue: My Reader was working fine one afternoon and then it froze and I had to remove it from its case, reset it, and put it back into the case. When I tried to use the Reader after that all I got was white and black splotches on the screen.
At the time I did not know that the screen problem was caused simply by putting the unit back into its case …. I had no idea what happened but knew for sure I didn’t drop, bang or otherwise cause the problem…. but after reading on the internet about several people who had the same problem (and the same customer service result), I realized that simply by pushing the unit into the clips on the case which is located in the center of the LCD screen, the screen CAN and DOES break.
Removing the unit from it’s case and putting it back into its case should not be a hazardous undertaking. This is obviously an engineering defect and should be covered under the warranty.
Instead of the response I expected, I received an email including a $267.49 repair estimate. I sent an email back stating it should be a warranty repair and the next thing I knew I received an email that the unit was being sent back to me unrepaired. I called and was told that this was because the screen was broken and that it had already been shipped back to me. In reality, since this defect is still part of all Sony Readers, the identical thing could happen again at any time, and a refund, not a replacement should be in order for everyone who is unfortunate enough to own one -
BEWARE, WHEN THE UNIT FREEZES UP, WHICH IT EVENTUALLY WILL, YOU WILL HAVE TO REMOVE THE UNIT FROM IT'S CASE TO REACH THE RESET... DUE TO THE ENGINEERING, THE UNIT THEN HAS TO 'SNAP' BACK INTO THE CASE OR IT WILL FALL OUT. THE SLIGHTEST PRESSURE TO ACCOMPLISH THIS CAN AND DOES BREAK THE SCREEN FROM THE BACKSIDE.
This will be the LAST Sony product I will ever buy!
Comments:
Posted by DigitalCommando on 2007-09-15:
The quality of your reader, and it's design, are symbolic of sony's decline in the audio/video marketplace. Once a great manufacturer, especially with it's "trinitron" tv that WAS the worlds best tv, sony has now transitioned into a mediocre manufacturer who's focus is more about digital rights management, and installing hidden "rootkits" on our computers than with providing a quality product. (google "sony rootkit"). Your decision to "dump" sony is well founded and I have done the same after being a sony die-hard for most of my life.
Posted by phimerica on 2008-01-15:
I HAD THE SAME EXACT THING HAPPEN TO ME BY SONY. THEY SENT ME AN EMAIL ASKING FOR $267. I DID NOT DROP OR ABUSE THE READER
Posted by superbowl on 2008-01-15:
DigitalCommando even though this is an older thread has the "Best Answer". He knows his stuff.
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