Waterstones - Sony EReader UPDATED - Praise!

donnaessex

Hi everyone.

My husband and mum clubbed together to buy me a Sony eReader for my birthday in January at a cost of £139.99. I bought 2 books for it and then the screen froze as I started to read the second book in February (the screen shows a "last read" date of 22nd February).

I took the eReader back to Waterstones, who sent it off to the Sony Repair centre on 24th March. I've just called for an update to be told it is water damaged and that they sent a letter to Waterstones stating this on 1st April. They said as it is water damaged, I now have to pay a £28 fee because it was damaged and not covered by warranty therefore an inspection fee applies!!! :mad:

Now I know that everyone would say this, but I can almost 100% guarantee that it wasnt water damaged at my house! Not once did I move that eReader out of my living room - it lived on my mantlepiece! I can only assume that it got damaged from Waterstones to Sony.

£139.99 is a HUGE amount of money to us (especially since I was made redundant in Feb) and I really dont want to lose this. Is there anything at all I can do?




8th April UPDATE -

Waterstones responded to my email within an hour of me sending it, saying that they would contact Sony again on my behalf. Yesterday they forwarded on pictures of my reader (which Sony had failed to do, twice :mad:) and said they were trying to get clarification on how bad the damage was.

I just had a phone call to say that Waterstones are satisfied that this is accidental damage as it was a very small amount of water in the device and because of that they would be happy to refund or replace!!! I only want a replacement so they have reserved one for me at my local store.

I am still very wary of the device itself though as I was also told that this kind of damage can be caused by something as simple as using a steam iron in the same room!!!

All in all, nothing but praise for Waterstones, but huge thumbs down to Sony. Thanks for everyones advice and input.

Oliver14

Water damage is a phrase that they use for a lot of mobile claims as well. Normally when they are not. So yes I believe you. I would see if there is a way you can appeal the decision?

donnaessex

Oliver14 wrote: »

Water damage is a phrase that they use for a lot of mobile claims as well. Normally when they are not. So yes I believe you. I would see if there is a way you can appeal the decision?

The guy said he would send me pictures of the damage but obviously I have no idea if it would be of my personal eReader. I am so upset honestly, I am sat here in tears and I cant bear to tell my mum or husband about it after they spent so much.

I asked if it could be looked at again but he said that the photos could prove that it was water damaged and it was indisputable.

Oliver14

donnaessex wrote: »

The guy said he would send me pictures of the damage but obviously I have no idea if it would be of my personal eReader. I am so upset honestly, I am sat here in tears and I cant bear to tell my mum or husband about it after they spent so much.

I asked if it could be looked at again but he said that the photos could prove that it was water damaged and it was indisputable.

I'd be asking for an independent engineers report. I know with a lot of mobile claims when they state water damage as soon as people push it and make a fuss. They suddenly have a goodwill repair/replacement. Did you UV mark the reader with your postcode? That way you can prove which one it is. I would be asking to speak to a manager.

I'm sure someone on this forum had had a similar experience and maybe able to give better advice on the next step.

donnaessex

No I didnt mark the reader *remember that for next time*.

Who is my argument with Oliver? Waterstones or Sony? I have the receipt from Waterstones dated 13th January 2011 but the Sony Repair centre is where it is all looked at.

squeaky

Since the OP can quote the last read date, and that there are only two books on it (and titles I ask?) it shouldn't be too hard to establish the correct reader.

donnaessex

squeaky wrote: »

Since the OP can quote the last read date, and that there are only two books on it (and titles I ask?) it shouldn't be too hard to establish the correct reader.

Thanks Squeaky. Yes, two books, two titles.

But the photos are going to show the internal damage so not sure how I will be able to prove that its mine still? I'm just firing off an email to Waterstones so fingers crossed.

squeaky

You can't know if they photo the wrong reader in error - but should you call in an independent assessor... that person should be able to easily establish it's identity from the information you have.

Sony are hardly likely to take a new reader, download your books into it, set the date and then pour water into it.

So either it's yours or they are examining the wrong reader. Either way - if push comes to shove you can pretty much prove which one is yours.

Equaliser123

An independent report may well be necessary then.

Was it bought on credit card? May well find that under s.75 the card provider doesn't want to get into a technical dispute for the amount it is worth.

donnaessex

Hi yes it was bought on credit card! I don't really know what that means but I'll look into it thank you!

Equaliser123

donnaessex wrote: »

Hi yes it was bought on credit card! I don't really know what that means but I'll look into it thank you!

Do some searches on s.75 Consumer Credit Act 1974. Basically, the credit card provider is jointly and severally liable with the retailer.

Generally, they are not in a great position to start arguing technicalities so in a dispute are likely to settle.