Tolino eReader Displaybruch: Keine Kulanz bei thalia

Auf thalia.de habe ich im Dezember 2013 den eReader tolino shine erstanden. Ich habe mich bewusst gegen Amazon entschieden, weil ich fand, dass man ruhig ein deutsches Produkt unterstützen kann. Im Nachhinein eine Fehlentscheidung.

Doch fangen wir von vorne an:
Auf Kos, im zweiwöchigen Urlaub angekommen, öffnete ich meinen Rucksack mit meinem eReader, auf dem sich fast meine gesamte Urlaubslektüre befang. Der eReader war in der geschlossenen Schutztasche im Rucksack verstaut. Ich schaltete den tolino shine an und bemerkte einen Displaybruch, der dazu führte, dass das obere Drittel des Bildschirms nicht mehr angezeigt wird. Super! Der GAU schlechthin, denn ich hatte nur ein anderes „analoges“ Buch mit, zu wenig, um den gesamten Urlaub mit Lesestoff eingedeckt zu sein. Und ihr kennt das: Wann lesen, wenn nicht im Urlaub?!

Verärgert schrieb ich direkt auf Kos an thalia eine Mail, in der ich kurz die Situation erklärte und um eine Rücksendeadresse bat, denn dann könnte ich noch am vorletzten Urlaubstag meinen eReader innerhalb der Gewährleistung an thalia zurück schicken.

Von thalia erhielt ich relativ zügig eine ausführliche Antwort. Der zentrale Satz der thalia-Mail war:

Bitte beachten Sie, das ein Displaybruch generell nicht unter die Gewährleistsung [sic] fällt.

Schon klar. Geld nehmen – kein Problem. Gegenleistung? Äh? Wie wird Gewährleistsung noch geschrieben?

Damit wollte ich mich natürlich nicht zufrieden geben. Ich schrieb eine rhetorisch sehr gehaltvolle E-Mail, die ich euch nicht vorenthalten möchte:

Ein paar Rückfragen:
1. Wenn ein Displaybruch generell nicht unter die Gewährleistung fällt, bedeutet das, dass ich die Kosten einer ggf. durchführbaren Reparatur (inkl. Versand) selbst zu tragen habe?
2. Ferner interessiert es mich, welche Funktion die eReader Tasche hat und warum trotzdem das Display brechen kann. Ich zitiere aus der Produktbeschreibung:
„[…]bietet passgenauen Schutz für Ihren tolino shine.“ und „[…] schützt das Display des tolino shine.“
3. Obwohl ich eigentlich Kunde eines großen Konkurrenten bin, habe ich mich bewusst für thalia und das tolino shine entschieden, da es ein deutsches Produkt ist, welches von Stiftung Warentest mit einer Bestnote versehen wurde. Bei ihrem Konkurrenten hatte ich nie Probleme mit Reklamationen. Nennen Sie mir einen Grund, weswegen ich meinen nächsten eReader bei Ihnen kaufen sollte, denn dazu wird es wohl kommen, wenn der Displaybruch nicht unter die Gewährleistung fällt.

Auf die Antwort von thalia war ich wirklich gespannt. Sie enttäuschte aber gänzlich:

Wir sind stets auf die bestmögliche Qualität unserer Produkte bedacht. Unserer eReader werden in der Produktenwicklung auf die Empfindlichkeit der Displays getestet und erfüllen die branchenüblichen Anforderungen an die Displaystabilität. Daher können wir ausschließen, dass es sich um einen Produktionsfehler handelt. Vielmehr liegt die Vermutung nahe, dass ein Displaybruch bei einem eReader auf eine unsachgemäße Behandlung des Geräts zurückzuführen ist – derer sich der Nutzer vielleicht nicht bewusst ist.

Daher kann leider nur eine Reklamation über den Hersteller Longshine Technologie Europe GmbH statt finden. Die Kosten hierfür müssen selber getragen werden.

Anstatt auf meine Rückfragen zu antworten, wird mir eine unsachgemäße Behandlung unterstellt, derer ich mir nicht bewusst bin… Hallo?!? Das ist mal eine geniale Strategie und spiegelt die Servicewüste Deutschland sehr gut wider:

  • „Sie haben es unbewusst kaputt gemacht!“
  • „Hhhmmm.. Aber ich habe mir extra die Schutztasche gekauft, damit es besser geschützt ist.. Wie genau habe ich es denn kaputt machen können?“
  • „Das haben Sie doch unbewusst gemacht. Sie wissen es nicht. Wie sollen wir es dann wissen?“
  • „Okaayyy… Wenn ich das unbewusst gemacht habe, bin ich ja nicht schuld. Kriege ich den eReader dann erstattet?“
  • „Nein.“
  • „Warum nicht?“
  • „Aus Gründen!“

An dieser Stelle würde mich eure Meinung interessieren:

  1. Darf thalia sich um die Gewährleistung drücken, indem sie behaupten, ich hätte „unbewusst“ das Gerät unsachgemäß behandelt?
  2. Welche Daseinsberechtigung hat eine Schutztasche, wenn sie nicht sicherstellen kann, dass das Display innerhalb eines Rucksacks geschützt ist? Der Rucksack wurde weder geworfen, noch ist er auf den Boden gefallen.
  3. Ich lese viele oReilly-eBooks mit Codeschnipseln und Tabellen. Die wurden im tolino leider meist nur unvollständig angezeigt. Kennt ihr einen eReader, mit dem man auch solche Bücher lesen kann?

22 Gedanken zu „Tolino eReader Displaybruch: Keine Kulanz bei thalia

  1. Ich weis garnicht worüber sie sich aufregen. Sie haben ein Produkt gekauft das keine Mängel der Herstellung aufweisen. Denn Displays explodieren nicht einfach. Also bestehen keinerlei Garantieansprüche! Ob mit oder ohne Anwalt.

    Das Problem ist nicht die Servicewüste Deutschland sondern die Unwissenheit der Deutschen. Denn in Deutschland kennt man nicht die Bedeutung des Wortes Garantie. Wenn Amazon das Gerät bei dem selben Defekt austauschen würde wäre das nämlich Kulanz und auch keine Garantie.

  2. Mein Ebook-Reader ist jetzt 5 Monate alt, immer gut verpackt- ich habe 2 Schutzhüllen- und hat die große, weite Welt bisher noch nicht gesehen. Trotzdem soll wegen unsachgemäßer Behandlung ein Displaybruch entstanden sein. Da stellt sich mir die Frage, ob sowas auch beim Umblättern, also beim Fingertip, passieren kann. Mal sehen, ob mein Reader getauscht wird. Ich stehe noch in Verhandlung mit Longshine.

  3. Ich hatte meinen Tolino Vision 2 inzwischen 9 Monate im Dauereinsatz, auf verschiedenen Reisen dabei und dabei nie eine Schutzhülle benutzt, sondern den Tolino immer in einem Seitenfach meiner Umhängetasche.
    Auch hat meine Nichte den Tolino mehrfach durch die Wohnung geworfen.

    Keine Probleme, keine Kratzer, nichts.

    Gestern habe ich im Bett gelesen, kurz Pause gemacht und den Tolino neben mich gelegt und mich dann rumgedreht… knack… Display gebrochen.

    Anruf beim Thalia Store in Frankfurt:
    „Wenn Sie den Tolino hier gekauft haben, bringen Sie ihn vorbei und wir geben Ihnen direkt einen neuen mit, kostenfrei“

    Leider habe ich den Tolino bei Thalia.de gekauft, da macht der Store leider nichts.

    Auf die Antwort vom Online-Store warte ich noch.

    An der Qualität des Tolino kann ich jedoch nichts bemängeln!

  4. Sehr geehrte Damen und Herren,

    vor ca 10 Monaten habe ich über Thalia das E-book Tolino Shine gekauft.
    Bis her gab es keine Beanstandungen. Jetzt auf einer Zugreise passiert folgendes, ich konnte plötzlich nicht mehr weiterblättern und kann auch nicht mehr ausschalten.
    Das e-book entlädt z zt .
    Welche Möglichkeiten bleiben mir ?

    Dankbar wäre ich um eine Antwort

    Mit freundlichen Grüssen

    Werner Herpens
    Steinstrasse 50
    41363 Jüchen

    Tel. 02165 1619

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