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Poor PS3 Service
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mckopi
Newbie
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2. July 2008 @ 18:52 |
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Hi fellow PS3 owners,
(No Flaming please)
I am here to share a story of great disappointment, I was given a PS3 by my aunt whom lives abroad. I am a very big avid supporter of sony and purchased numerous sony products!!
Sadly my PS3 has decided to kill its blue ray drive (loads disc got the loading globe but game does no display in XMB blue light is on), and now I reside in NZ I called up Sony Services and was refused any form of help in any way. Not to mention the person whom recieved my call was not very helpful apart from the fact she kept insisting I update my firmware WHICH I told her trice!
I pose a question to SONY yes I see you are trying to prohibit parallel importing of your products but are you going to ruin your reputation because of poor 3rd party servicing. I told them I was more than willing to pay for the service.
Still they insisted there was some region coding and so on which prohibited them from servicing my machine. BUT WAIT!
I realised that I COULD get my PS3 serviced but by a unoffical sony presentitive and the guy said 45 minutes was all that was needed to replace the laser and the motor tray, no offence to you guys but sometimes I rather have a big entity stand around so I got a place to return my machine. So WHAT kind of EXCUSE is that? are you telling me I should go to to these individuals to get it replaced?
As well as being told to contact Hong Kong Sony and post my PS3 to Hong Kong from New Zealand I may as well buy a new PS3, I am quiet sure if SONY were to import the relevant components it will be no way as expensive as me sending my PS3 to hong kong.
Being told to search on the web that this information is readily available I digress it isnt as easy and free flowing as they say, and what about in my case my aunt doesnt know how to use a computer? I dont see panflits flying around during their advertisements that say Buy your PS3 in its respective region or you cannot get it serviced locally by sony.
What have we gotten out of this. Sony has implied that if we migrate or get given gifts from overseas we have to get a PS3 of that specific origin. Or they will not support their product. That is truely disappointing for Sony especially when they are so big and I am quiet sure for them to service consoles regardless of region they will benefit in terms of income as well as satisfaction, I have now raised a flag against Sony products and may purchasing a Xbox 360 partially because it is cheaper and 2ndly I can get my device serviced when NEEDED!
For those whom stand in similar positions I will organise a means of contact so we can show sony that our problem is bigger than what sony thinks.
Not to mention if you look around NUMEROUS people have similar problems of their PS3 working but unable to play DISCs and so on. Hint hint does that mean that sony is selling defected products to the population with knowledge of this?? just google it and numerous hits will appear.
Do not take my word on this but the rumour is there is a slight failure rate of the bluray lenses not 100% on that.
I am truely disappointed with Sony.... (being someone whom fights with friends with why the PS3 is better than the Xbox 360) And utterly embrassed with people come over and ask me why I have a semi working brick under my HDTV and having to ritterate my story to them.
I use to buy Sony products thinking I wouldnt be pushed around like this but their service has given me a BIG question mark. So beware to those whom travel abroad and bring their consoles with them to burn time before their presentation or meeting, dont count on your console being serviced when you are abroad.
FYI The PS3 truely does have AMAZING vibrant graphics when it was working MGS4 was AMAZING!! It looks REAL!
This message has been edited since posting. Last time this message was edited on 2. July 2008 @ 19:08
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darkfire9
Junior Member
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2. July 2008 @ 23:58 |
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Dude, seriously.
You got a Hong Kong console and have gone to live in NZ. Because your console is from HK it is Sony HK's responsibility to take care of warranty work etc. If you had the same problem with a 360 or a Wii, and tried calling up Nintendo or Microsoft Australia/NZ with the same problem (or even a different problem) with a console from a different region they would tell you the exact same thing. It is not purely a sony issue. A HK console may not comply to Australian and New Zealand safety and product standards, just like an Australian/NZ console may not comply with American safety and product standards. By importing a console from a different region you run that risk. That is one of the many reasons console manufacturers have region settings and limitations for their consoles.
Youre whinging about sony manufacturing a faulty console which has something like an 0.2% failure rate. What about all those people who bought an xbox360 around launch (even now today) getting 3 red lights on a console that initially only had a 90 day warranty! Finally microsoft upped it to a 1 year warranty then eventually 3 years for the 3 red lights. They had to upgrade the warranty because their console has a huge 33% failure rate! I work in a computer/games store in Australia and when the 360 was launched we had one woman who exchanged 7 360's before finally giving up. Microsoft knew about all the 360's faults during manufacturing so they 'hint hint' still shipped them out and sold a defective product to the general population knowing that they were faulty and going to break.
When you contacted support did you get an Aussie or a Kiwi (no offense to anyone) or did you get an Indian who u can barely understand?? I have called both microsoft and sony support numerous times. Each time i have called microsoft i have gotten an indian and can only understand every 3rd word that they say. Only once I got an American who was quite rude and couldnt remember my name.
Sony, only had to call them a few times but each time I've called them i have gotten an Australian person to talk to.
Just for the record i am not a fanboy i own 2 ps3's (one as a dedicated bluray player) and an xbox 360 and must agree that the 360 has more games, but the ps3 is starting to look really good graphics wise and is getting better games!(unlike haze lol)
If u want to add me as a psn friend "darkfire92"
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mckopi
Newbie
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3. July 2008 @ 02:28 |
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First thing is I didnt buy this PS3 my aunt bought it as a gift, I didnt ask her to buy she just bought one she thought it was cool.
2nd thing is I know Xbox360 doesnt matter from where you buy it my friend had his serviced no problem he paid it big deal.
Sony just refuses to talk to you about anything as long as they hear about it not coming from the same place.
As I stated if a 3rd party could fix it without all this crap why can not SONY? their excuse is not valid sadly.
As per say about electrical safety and so on, please man we all know their compliance as based on the same standards. Be it EC, EU, American, European (tell me which country would retest standards when the standards are already there) lets not be silly here and debate that standards in each country vairying SOOO much. Also for a unit to vary in such great variations to exsist it would be manufacturingly stupid to produce a product with very different components for different regions, cost wise due to reduced volume of components purchased.
Then again back to 3rd party if they can fix it without an hassle, it is literally a guy in his house with a screw driver and the appropriate drive.
This message has been edited since posting. Last time this message was edited on 3. July 2008 @ 02:35
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Senior Member
14 product reviews
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3. July 2008 @ 07:55 |
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I am soooo tired of hearing the crying about "my console died"... Get over it suck it up and get it fixed.. Trying to get a mob going isnt going to work...Just as with ANY buisness, you are going to get idiots who answer the phones... If you dont like what you are being told, hang up call back, get someone else or ask for a supervisor. Your not going to hurt Sony's feelings if you switch to Xcrap 360...Lastly your right about one thing..."rumor" thats all it is.. There are bad in every bunch...
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mckopi
Newbie
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3. July 2008 @ 08:23 |
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To be honest I am not too concerned about my PS3 I am just not very happy with their service. I could always pay that china man to do it but I am going to get sony to do it, perhaps I just want resposibility from the manufacturer. And yes you are right I have already escilated it to the CEO of Sony NZ and waiting for his reply in writting if it is not resolved next couriered signature mail is going to Japan Sony. Perhaps I want to be thick in this regards.....
As for getting a mob I personally have not seen a group of people having their cases all documented so those people in sony whom can make a difference know what the hell is going on and is not being told by their marketing manager whos bum is on the line.
Being a Japanese parent company they would follow their own quality control systems which is used to reduce the amount of defects to less than 1%.
They say they practise modern business approaches
This message has been edited since posting. Last time this message was edited on 3. July 2008 @ 08:29
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Machine99
Suspended permanently
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4. July 2008 @ 13:44 |
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You should have worked your way up the chain starting with a supervisor and then up from there. Someone would have helped you maybe.
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mckopi
Newbie
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4. July 2008 @ 21:53 |
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You are correct, and I did do that and they gave me the same replies which frustrated me.
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leo8013
Suspended due to non-functional email address
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7. July 2008 @ 16:22 |
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did you ever ask the sony service to get the number to the region of where the ps3 was made that way you can call that regions center to get it fixed. these guys are right. sony is not nor is any company allowed to fix out of their region. each place has their own laws. what they were telling you is that you have the option to search in your area to get it fixed but by doing that it is not sony's problem anymore and you also void your warranty. if you do happen to go to that guy and have him fix it, it is now his problem if he installs a bad drive and does this guy even have a warranty with his repairs. you are not whining just frustrated and dont know exactly what to ask
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mckopi
Newbie
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7. July 2008 @ 23:57 |
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sad to say I belive you people have been misinformed. Countries do not have laws which say if this machine is made in Thailand it can only be serviced in Thailand. There are NO LAWS that prohibit that on the Countrary some countries have laws which ensure that a purchased product is servicable.
As for the chinese guy that is the reason why I did not want him to service it.
Please do not say things about laws and so on because there are NO LAWS in a country which inhibit servicing of a device.
As for the service centers saying the machines are region specific there is definately more to the picture and us consumers can see. And yes I have jusr gotten my PS3 serviced and looked in the China mans shop his SHOP is FULL OF PS3's at least 30 which need PS3 laser replacement. Upon replacing the Laser the PS3 is now working fine again.
I am still going to debate this and insist that Sony relook at its servicing policies as they are not consumer sound.
Why the hell should I call overseas when I did not buy this device it is a GIFT, why can SONY not resolve it within its own network? Think about it if I ship my PS3 from one place to another it will cost nearly as much as a PS3.
Yes this is the PS3 forum so I see a lot of pro PS3 but this is suppose to be the service of PS3 and about the real reason WHY they refuse service consoles of other regions which they are giving now to people whom have migrated or given PS3s as gifts from abroad.
Also the faulty laser problem is definately questionable as Sony taking liability for this malfunction being it so wide spread.
This message has been edited since posting. Last time this message was edited on 7. July 2008 @ 23:59
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leo8013
Suspended due to non-functional email address
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9. July 2008 @ 05:53 |
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with all these people telling you the same thing I would tend to believe them but I understand that you are just mad which is fine. I would be to. sony is not saying that they cant fix your machine is that they wont fix your machine. there is a difference. I know to you it seems minor fix esp if you have ever put in a new drive on a pc. but on these machines its different. you are not "supposed" to open the machines yourself and do the fix because you are not a "licensed" tech. that is why they told you to find someone local its not their problem anymore. its just common sense. yeah duh anyone can fix it all you need is the drive and some basic tools but to stay under warranty you have to go through them that is why I suggested that you call them back and get the number of the service center of that region so you can get it fixed. it might take 15min of your time or you can just stay mad and have a wasted machine in your house. When the ps1 was out I had the US machine and a Japan machine because I was big into imports (this was before mod's where out) and the japan one broke. i had to deal with sony japan to get it fixed. unfortunately there is not one region for all which would be great I think but its not. so either try and work around the problem or just stay mad
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mckopi
Newbie
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9. July 2008 @ 06:15 |
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I am not angry tbh my PS3 is now working hey hey I just serviced it myself.
There clearly has to be some process that has to be done. And I did send registered messages to SONY NZ and there is still no reply in writting to what I should do. They either seem to not know what to do or are just too scared to write what I should do in black and white.
IF it is for me to contact the contact center from where my PS3 comes from so be it but I want it in writting from them, they dont seem to beable to do that as of this point. It has been near 2 weeks without a reply.
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leo8013
Suspended due to non-functional email address
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9. July 2008 @ 11:51 |
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dont feel bad and you are right about how it is messed up. but that is what it is and it really sucks. me personally I am going through more with sony right now about a 3000.00 tv I bought that is a sony and got the ext warranty through sony and I am getting the run around on a defective tv. it just sucks sometimes
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