I'm posting this to every review site that I know of with the hopes that everyone realizes what they may be getting if they chose to buy ANY Sony Reader. All Sony readers are serviced fom the same place and the service provided, while friendly and helpful in appearance, is all smoke and mirrors filled with false promises and flat out lies. You will find similar experiences related on multiple web sites and forums. I can't find an email for the sony corporation to complain about my experience so I am trying this. I doubt I will hear from Sony, but I promise everything I am stating is true and can be verified if Sony bothers to research all the phone calls that I have made that they have on tape. In October I sent my ereader in to Sony for repair. It would not stay charged for more than an hour or two at most. I received two phone calls from sony asking about the problem. Weeks went by with no word. I started calling. Finally in early December I spoke with customer service who apologized and promised to send me free of charge a new upgraded ereader and that it would be shipped to me within 5 days. It did not come. I called back, got the same promise except he promised he would send it within two days. I got a package then, but it was my original, unrepaired ereader! I called back got a fellow that told me the offices were closed for a week. I didn't believe him, got his supervisor on the phone. He told me they were out of readers and that I had his WORD that sony would take care of me and send me the ereader as soon as possible. Well that was around 2 weeks ago. Have not heard a word from Sony since. It has totally broken any loyalty I had to Sony. In my family we always purchased Sony products, but after all this run around, never again. I GIVE UP! I am not calling back and hearing any more promises, only to be disappointed again. I wanted to try to get this message to Sony Corporate somehow. Don't know if it will make it or not. I just want them to know how customer service is treating people. I had a hard time communicating with them because of the heavy accent of every single one I talked to, and I feel that they all promised me something just to get me off the phone. I will say that they were very nice to me, but they obviously don't know what they are talking about, or they just don't care. Shame on you Sony. I guess I am going to have to buy a Kindle.
I also had a very bad experience with Sony eReader support. I was experiencing an issue where the reader looked faded when used under direct sunlight, which is a somewhat common problem if you Google it, although people who have never seen it tend to insist "it's all in your mind" or "it doesn't make sense."
I called Sony, and the rep who barely spoke English said that this was normal behavior for an LCD screen (?) and I should not expect it to work in direct sunlight. Then I called again and cited their ad that specifically states that it works in sunlight, and they finally agreed to swap it out for a replacement. The replacement had the same problem, but I just sort of gave up and got a nook.
Well, the nook's screen got stuck on a random image, and it turns out Barnes and Noble's support is even worse than Sony's. They gave me some troubleshooting steps, which I followed to no avail, so I called back and they had me send in my nook for warranty replacement, which they said would take 2-3 weeks. They acknowledged receiving the nook 4 days after I sent it. After a month I hadn't received a replacement, so I started calling them, and they just told me to keep waiting. Their reps are also outsourced, and they refused to let me talk to a supervisor. I called them seven times and couldn't get anywhere.
I finally found some contact info for some higher-up people at Barnes and Noble and e-mailed them, and after two months they finally sent me a replacement. I eBayed it and ordered a Kindle.
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