Cybook replaced

[WDecraene]

Last Tuesday 12/05 I sent my broken Cybook to Bookeen using DHL. Today when I arrived at work, I already received the repared Cybook. That's less than one week folks !! Ok, shipments Paris/Brussels don't take too long but even so ....

Funny thing though: as far as I could tell only the screen was broken (so shouldn't be covered under the warranty) but they sent a completely new cybook (still have to check firmware version etc. ...) without a word of explanation of why I got a completely new one. The way it's supposed to work, they first ask you for an approval before they start reparing - they didn't do that in this case. Anyone else with that experience ?

[JSWolf]

Don't question it. Just accept it that something went right and didn't take long to do so.

If you question it, the e-ink Gods may get angry and break your screen and make you pay to replace it.

[GeoffC]

Originally Posted by WDecraene

Last Tuesday 12/05 I sent my broken Cybook to Bookeen using DHL. Today when I arrived at work, I already received the repared Cybook. That's less than one week folks !! Ok, shipments Paris/Brussels don't take too long but even so ....

Funny thing though: as far as I could tell only the screen was broken (so shouldn't be covered under the warranty) but they sent a completely new cybook (still have to check firmware version etc. ...) without a word of explanation of why I got a completely new one. The way it's supposed to work, they first ask you for an approval before they start reparing - they didn't do that in this case. Anyone else with that experience ?

Yep - they took mine, said they would be looking into a "problem" - then without warning a new one arrived by courier......
I never did get any feedback as to what the fault was - but a 'new' firmware issue followed, coincidently, a short while later.....

[EowynCarter]

You mean you didn't paid for the change at all ?

Mine was not replaced, just the screen.

I wonder if there isn't a bad series somewhow, and bookeen changes these when they show up at support, to avoid doing that later.

[GeoffC]

well, apart from anything, it was still within the warranty period...

[WDecraene]

GeoffC, you didn't get a bill afterwards, by any chance ??

[EowynCarter]

well, apart from anything, it was still within the warranty period...

So was mine.

Then, do you know what happends to your screen ? In my case , it was clearly brocken by a shock, not covered by warrenty.

So it would seams that bookeen estimated you weren't directly responsible, and it fit in the warrenty.

[GeoffC]

Originally Posted by WDecraene

GeoffC, you didn't get a bill afterwards, by any chance ??

:lol: .... no ....

[tompe]

Originally Posted by WDecraene

Funny thing though: as far as I could tell only the screen was broken (so shouldn't be covered under the warranty) but they sent a completely new cybook (still have to check firmware version etc. ...) without a word of explanation of why I got a completely new one. The way it's supposed to work, they first ask you for an approval before they start reparing - they didn't do that in this case. Anyone else with that experience ?

That seems to be the standard procedure for a broken screen controller. I got a new Cybook with returning post when my controller broke. It would have been nice to get and email that they had sent a replacement so I could have been prepared to receive a package early in the morning.

[GeoffC]

bookeen have never indicated despatch - it's always been the courier who have done that .....

[tompe]

Originally Posted by GeoffC

bookeen have never indicated despatch - it's always been the courier who have done that .....

I think a support case is different. I wanted some email telling me if they managed to fix it or what they had done.

[GeoffC]

Originally Posted by tompe

I think a support case is different. I wanted some email telling me if they managed to fix it or what they had done.

My original Cy was sent back at their request to see if they could 'find' anything wrong with it - despite numerous requests they refused to feedback what faults they had found .... - they just sent a new one without warning - .....

[WDecraene]

Originally Posted by tompe

It would have been nice to get and email that they had sent a replacement so I could have been prepared to receive a package early in the morning.

On the other hand, THIS kind of surprise definitely beats a surprise style "hey, you completely screwed up your machine so you'll have to buy another one".

[EowynCarter]

Originally Posted by GeoffC

My original Cy was sent back at their request to see if they could 'find' anything wrong with it - despite numerous requests they refused to feedback what faults they had found .... - they just sent a new one without warning - .....

That's weird. I wonder why i paid for replacement when some other didn't.

Last Tuesday 12/05 I sent my broken Cybook to Bookeen using DHL. Today when I arrived at work, I already received the repared Cybook. That's less than one week folks !! Ok, shipments Paris/Brussels don't take too long but even so ....

that was faster than my france to france shipement. Post when on strike, and bookeen waited for my "go". I did recieve an email telling me my package was gone (oh, probably though the order system that was used for paiment)

[Godzil]

Originally Posted by EowynCarter

That's weird. I wonder why i paid for replacement when some other didn't.

Broken screen is not covered by waranty, but if the electronics show to be failing it not the same case.

It seems that there is to some screen failure (but not broken screen) that are under the waranty (it seems that is what some people call "broken screen controller" even if I doubt this is really the case)