I Bid Adieu to My Sony Reader
As many of you know, I have been a loyal user of a Sony PRS 505 Reader for the past several years. Unfortunately, that loyalty ends today.
My Sony Reader has been experiencing intermittant issues lately. The battery doesn’t hold a charge as long as it should and it frequently locks up. Today, it locked up for good. Despite my attempts to reset it, my beloved Sony Reader remained locked on the Start Up Screen:
So I contacted Sony’s Customer Support. The wait time for the phone support was too long. I’m at work, and the constant “We are experiencing an unusually high call volume” was quite annoying. So I decided to use the online chat support. I was quickly connected with an analyst who spent the next several minutes walking me through the same troubleshooting I had already gone through myself. I was then informed that the analyst would be unable to assist me and I would need to send my product in for repair. To top it off, my Reader is no longer under warranty. Sony only offers a one year warranty with a 90 day limited warranty for parts and labor. This is what I get in return for spending over $250 on said Sony Reader.
I then learned that “Your unit is covered under an exchange program. The exchange is for the same or a comparable model. The replacement unit may be factory refurbished.” IF I PAID $90! Yep, that’s right! And there’s more:
A refurbished unit is one which is not an original, factory fresh unit; for various reasons, it has been returned to Sony from a dealer or customer, or for some reason cannot be sold as “new”. The replacement would have been through a complete re-work and inspection and, except for possible minor cosmetic flaws, returned to the original factory specifications. It is then repackaged with all of the accessories and supplied materials a new unit comes with.
The cost to exchange this unit under our Exchange Program is $99.00 (plus any applicable taxes). Return shipping is included in this price.
This quoted price is based upon the direct replacement model. Product availability and pricing may vary if the direct replacement model is not available. If this applies, You will be contacted by a customer service representative.
Based upon the information you have entered, your unit appears to qualify for the Flat Rate pricing quoted above. Not covered under our Flat Rate pricing is the following:
- Units requiring replacement of display devices*
- Internal corrosion or moisture damage
- Cosmetic parts **
- Physical abuse.
- Misuse or excessive wear. ***
- Units older than seven (7) years from last market date.
- Damage resulting from prior service.
If upon examination, it is determined that your unit does not qualify for Flat Rate pricing, then a parts and/or labor repair quote will be given to you. If you approve your estimate, payment must be made in order to proceed with repair. If you refuse your estimate, you can elect to have your unit disposed at our facility or your unit can be returned to you for a nominal fee. All repaired units will be returned to you with a 90 day part and labor warranty covering the entire unit.
During the course of the repair of your unit, it is possible that data, software or other materials stored or preserved on your unit will be lost or reformatted. It is your responsibility to backup any data, software or any other material. If you are not comfortable with performing this backup process, we suggest that you contact a service professional. Sony does not perform this type of service and will not be responsible for any damage or loss of material.
So, I have to pay a $90 fee. Then, if for some reason they find the product is ineligible for this program, I will receive a quote for the cost required for repair. This just keeps getting better, doesn’t it? And if I don’t want to pay for the repair, I can pay an additional fee to have MY product returned to me.
Sorry, Sony. You’ve lost a customer. A very loyal customer.
I now have to contact several publicists who are awaiting my review of ebooks they submitted to me, and contact another handful of reviews in the works to request hard copies of the books in lieu of egalleys. A huge inconvenience, especially around this time of year.
The eReader market is a very competitive one. Customer service plays a big part in which company I chose to make big purchases from. I’m now in the market for a new ebook reader of some sort. I will be doing a bit of research before deciding this time around.
**Update: Last night I was able to get my Sony Reader back to it’s working condition. Apparently the problem I experienced is a common one in Sony Readers. The problem is called “bricking” and the remedy was to reset the device until it rebooted itself. I did not receive any support from Sony on this issue, even though it is a known problem. I received help from a good friend who frequents a forum specifically for problems with Sony Readers. So, again, I thank Geri. She saved my sanity! I’m still on the look for a new Reader as I continue to have a problem with my Sony holding a charge for more than a few hours.**
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How long have you had it? Unfortunately, things are made to last these days.
Honestly, that’s not a bad policy imho. How long have you used the reader and how often have you used it? Obviously you don’t want it to break, but electronics very rarely have a lifetime warranty and 1 year/90 days is pretty standard. The exchange program is unique – have not heard of anything similar. And though maybe $99 is steep, it’s still quite a bit less than buying a new one. You wouldn’t expect a computer manufacturer or a cell phone place to replace it for free after that warranty time except maybe in some very rare odd case, and this seems like the same deal (and so does the “you may lose your stuff” deal). It also does seem like their customer service program (other than the long phone wait time) did its job pretty well.
I do agree that you shouldn’t have to pay to have it returned to you if you don’t want to have them fix it and you don’t qualify for the exchange program though – that’s dumb.
Hopefully whatever you decide, you get a good reader in the end. It definitely sucks to have a product you really love and count on break like that! No fun
PS – It’s cute/funny that your choices below this are:
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I pick the one with the hyphen!
December 15th, 2009 at 2:46 PM
@Jennah, I understand the warranty policy, I do. But to pay $90 just to send it Sony for an examination? And then have to pay an additional fee to get it back? I’d rather just go with a completely new product.
And actually, I do have a very good experience with companies providing repair/replacement of items after the warranty has expired. They are in the business of making their customers happy!
Ack ok oops! Apparently I am logged into my RB wordpress account so that’s what it picked up. Though I did see your tweets RE this via the @recordedbooks twitter, I do have to officially say that the above opinions are mine only and are not endorsed by Recorded Books in any way.
I have the Sony PRS 505 too…I hope it holds up much longer.
I’m so sorry to hear about this. It does make me happier to have gone with a Kindle. I haven’t had any problems with it yet. Hopefully I won’t. I’d better examine my warranty information just in case.
These companies need to extend their warranties. Seriously, do they not expect this to last 3 years? If not, they’d better not expect that I’m going to come and plop down $200-300 to buy one, particularly when I have to buy MORE stuff (books) to use with it! $90 to get it looked at is absurd, and *really* turning me off of Sony, which previously was among my top choices for ereaders.
So sorry to hear about your problems. I would hope an eReader would last longer than two years. I’ll be anxious to see what you choose to replace your Sony. I’m still holding off for the feel of a real book in my hands, though everyone who has an eReader have issued good reports until yours.
I’m so sorry! I’ve heard several similar stories about Sony Ereaders not having a very long lifespan. I’ve waited a few years to see how these products last and what people say long-term, and after doing a lot of research, I decided on a Kindle. If I don’t get one for Christmas, then I’m getting myself one! I hope you find a new ereader!
@Literate Housewife: Your Kindle has the same exact policy. Just read over all the policies even the iLiad is a one year.
I think I have voiced my hatred for Sony’s eReader enough. Look forward to a Kindle mainly to sample those free chapters prior to purchase.
Sorry about your Sony!
So frustrating Jenn. I mean come on we all know about warranties and what not..but it is hard with an ereader as the continued money we pour into them. Sorry that Sony didn’t help. I had an issue with them on a camera..it was nasty and has happened to scores of others and they did nothing…”warranty up.nothing we can do..”
It’s too bad that companies don’t get the customer service importance.Not only are you unhappy but numerous people will read this post and vow to themselves never to purchase a Sony product. They may not comment here but the message will stick in their minds. Thanks for the post. I think I’ll stick to buying books or using the library. No warranty expiration worries.
Wow–I don’t blame you for being upset! I don’t know much about Sony e-readers. I have a first generation Kindle. I loved it at first but recently I have been reading actual books only. Nothing wrong with the Kindle, I just prefer actual books. The Nook looks pretty cool though!
Can you post the the help website you finally found the fix on, please? Thanks.
December 16th, 2009 at 10:55 AM
Jamie-
Here is the link.
I think Sony has a slight disconnect when it comes to their products and their customers. It’s especially hindering them in the eReader market, but it’s nothing new. I have the PRS-600 (so it’s pretty new, obviously) and I’ve had no issues with it so far but it’s interesting to know this. The exchange program and warranty issues seem fairly legit, though it’s a little stupid to charge for sending a product in for repair.
See if perhaps you can avoid these fees by going to a local Sony Style store. If you complain in person, they tend to be a little less annoying.
Oh how frustrating! I hope you don’t have any further problems. I just saw my first ever real live eReader yesterday – the Nook? That Barnes & Noble makes? Up until that moment I’d been thinking that I didn’t at all need an eReader, but I’m sort of reconsidering now…
Ugh, I’m sorry your ereader is causing you all these problems! To be honest, this sounds just like a video game console warranty, and they do tend to break just after the warranty is up, then charge you to look at it and tend to wipe it of everything on there no matter what. I’ve come to not expect much from electronics companies in the way of warranties, but it seems very wrong to me that they’d charge you $90 just to look at it.
That’s a disappointment! I have had great luck with my Kindle but it has only been a year. My cousin had some problems with hers but they were quickly replaced since the warranty was still active. I hope nothing happens to mine, I’d be lost. The Nook is too new and already has problems. I do love my free samples from Amazon
Thank you Jenn! We had been considering getting me a Sony eReader but now, I think I’ll holdout for something else. That is just too much money to spend on something like that to have such poor customer service. I think I’ll be waiting for a Kindle, if I do decide to get one. I’m sorry you’ve had such trouble with your Sony!
Twitter: BethFishReads
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The warranty is pretty standard, but the amount of money you’d have to pay just to have them look at it is crazy. If I were you, I’d install another battery (Swapna had the link). Rechargeable batteries do not last forever, unfortunately.
Well thanks for sharing, Jenn. I know now not to get a Sony Reader. Support on a product is very important to me.
I was so excited when the Sony was first announced. Then it was delayed. Again and again. Once it was, finally, out I discovered it wasn’t MAC compatible. WHAT? All that time and Sony thinks I don’t read.
Sorry about the problems you’re having, I’ve had a different one die on me so I totally understand. I have a touch now. Different feel than an ereader but I can do other stuff and still get Kindle books.
Maybe you should try replacing the battery.