chat id : b9dc94b5-ea34-4698-a65a-946269a5aaec
Problem : eReader won't turn on -- gets hung up on Starting up screen. Reset on back of device did nothing.
Myler_ > Hi Heath. Welcome to Sony Online Support. I'm Myler. Please allow me a moment to review your concern.
Heath Row > Additional info: The device has been charging for about 24 hours via the USB cable
Myler_ > Thanks for waiting, Heath. I'm sorry that the PRS500 unit is not working normally. I'll be glad to assist you with this.
Myler_ > Please stay online while I check this information for you.
Myler_ > Thanks for staying online.
Myler_ > I suggest that you reset the unit and check if that works normally.
Myler_ > I'll be happy to provide more information on that. Would you happen to have your manual to follow along?
Heath Row > I don't have the manual. I just pushed the reset button in back with a pin. Nothing happened
Myler_ > Heath, as much as I would have liked to solve this issue, based on the information you’ve provided, it seems your unit needs service.
Myler_ > Shall I forward the link where you can find a location to get your Sony product repaired, the Sony repair cost, and to initiate the repair?
Heath Row > I just bought it at the end of last year -- how can it possibly need to be serviced? If possible, I'd like any repair fee to be waived.
Heath Row > But yes, send me the information I need to get the device repaired.
Myler_ > I would like to forward a link to a page where you can locate the Sony Factory Service Center.
Myler_ > When you receive the link please click on it to open the page and let me know if you are able to view it.
Myler_ > Web Page Push : http://eservice.sony.com
Heath Row > I can see the page
Myler_ > There may be some internal malfunction in the unit. I suggest that you get the unit service at the Sony Service Center.
Myler_ > Are you able to take it from here or would you like me to assist you with setting up service?
Heath Row > I asked a question about waiving the fee. $79.99 is a lot to pay for a faulty unit less than six months old.
Myler_ > Please contact the service center to get the exact repair cost.
Myler_ > Is there anything else that I may assist you with?
Myler_ > Are you still with me? Just to check the connection.
Myler_ > Thank you for contacting Sony online support today.
Myler_ > Analyst has closed chat and left the room
Largely not helpful. I'm hoping they'll waive the service fee, because there's no reason this should happen after only three months -- unless it's a shoddy product.