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Playstation 3 Hardware \ My Sony Experience so far..

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Kudos: 328

Mates: 25

Well to cut a long story short..

Dec 5 2007: I bought my 40GB PS3 console from JB-HIFI

Jan 17 2008: My console breaks down during a game of COD4. Laser wouldn't read any format of disc. First call to Sony customer support (SCS). Was told to backup data & send it to Black town, NSW etc.

Jan 18 2008: posted the console to Sony

Feb 18 2008: Called SCS, told me they received my console & a refurb will arrive in 10-12 days (Obviously a lie)

Feb 28 2008: I call SCS and i was updated with the news that my console was misplaced previously (all that time) & if i hadn't called, it would have never been found. Furthermore my console will now take 15-20 bus. days to arrive

March 28 2008: called SCS again on an update & they said the console will arrive very soon! (another lie)

April 1 2008: Called SCS again. Again they told me that they have not even sent the console to me & that its still in their repair depart

WTF?

Confused & pissed off, i called them again just now, & opted for the Gen inquiries dept. & asked if there was someone i can contact to complain! & after 74 days (2months, 14 days) or alternatively:
* 6,393,600 seconds
* 106,560 minutes
* 1776 hours

Next post Sorry!

01/04/2008

Adelaide

Kudos: 328

Mates: 25

sexyungoy says:

cont. FINALLY! they get their thumbs out of their asses & did something with my console! A rep named Trevor was so kind as to Prioritize my case, Add a further 3 months to my warranty (starting from 5 Dec), &
has tracked my console with a serial number (via email) by which i can track when i want

EDIT: has anyone had a similar or worse case?

Few things to learn when sending in your console. Hassle the bastards on the phone and they'll finally do something about it!

01/04/2008

Adelaide

Kudos: 5,934

Mates: 74

crazynites says:

Damm thats is terrible customer service, seems alot of people are being told their console has been misplaced or lost after they had been told it had arrived. What I dont understand is how they can say it will be another 12 days etc when they had already said it had arrived, surely they can put on in the mail that day & it shouldnt take that long to arrive.

01/04/2008

Melbourne, Victoria

Kudos: 328

Mates: 25

sexyungoy says:

crazynites said: Damm thats is terrible customer service, seems alot of people are being told their console has been misplaced or lost after they had been told it had arrived. What I dont understand is how they can say it will be another 12 days etc when they had already said it had arrived, surely they can put on in the mail that day & it shouldnt take that long to arrive.

I agree with you there, especially the part where it seems like they don't know its actual status. The system of support is dogdey considering a different rep deals with each call. So really they're just going by either what their supervisor says to tell customers, or what other reps have recorded in the customer's file.

On top of that, their not the ones handling the actual consoles. Its like the reps are told to say what they say. Additionally there seems to be a miscommunication between the repair department and the call center. SONY needs a kick up the arse big tym.

01/04/2008

Adelaide

Kudos: 14,452

Mates: 202

Cherrona says:

Sorry to hear about all the trouble you've been having replacing your console, Sexyungoy.
Hopefully now that you've got into contact with them again they'll actually do something.
Although it shouldn't take so much work on your behalf to have it fixed. They really need to work on all that.
Makes me wonder if they're that bad with everything that's sent back to them.

01/04/2008

Silent Hill -The fear of blood tends to create fear for the flesh

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Mates: 26

SpaceSteve says:

The place you send consoles to, is sony music and entertainment's main warehouse, for the whole country. So just from a logistical point of view, 1 ps3, out of tens of thousands of boxes, would be quiet easy to lose.

01/04/2008

My life style, determins my death style.

Kudos: 5,934

Mates: 74

crazynites says:

SpaceSteve said: The place you send consoles to, is sony music and entertainment's main warehouse, for the whole country. So just from a logistical point of view, 1 ps3, out of tens of thousands of boxes, would be quiet easy to lose.

Yeah but nearly everyone on here has had the same story to tell, they ring Sony who say they have recieved the console, then 2 weeks later they ring back & be told its been lost or was never recieved. Its just not on, they need to get their act together & stop telling lies.

01/04/2008

Melbourne, Victoria

Kudos: 808

Mates: 10

PStriple3 says:

Sorry to hear about your badluck.

But the guy did not prioritize your case. They give a 3 month warranty to everyone when they make a repair.

01/04/2008

Victoria

Kudos: 3,876

Mates: 638

jason_rhcp says:

my story still goes on still havent got my ps3 back either
its been a month now and still nothing

01/04/2008

Adelaide, South Australia

Kudos: 360

Mates: 26

pheebz says:

bad luck dude. my 40gb console also f'ed up like urs, didnt read any disc and i only had it about 3-4days so i went back to jB hifi and they swapped me for a new 1 there and then. 2nd ps3 still goin strong

01/04/2008

melbourne, vic

Kudos: 328

Mates: 25

sexyungoy says:

PStriple3 said: Sorry to hear about your badluck.

But the guy did not prioritize your case. They give a 3 month warranty to everyone when they make a repair.

Oh..lol how special must i feel now

01/04/2008

Adelaide

Kudos: 685

Mates: 16

acefreemok says:

Have you actually got your console back?

When you do, write a letter to Sony complaining about what happened. With any luck they'll send you something for free.

01/04/2008

See my profile for my PSN wants/have trade list

Kudos: 328

Mates: 25

sexyungoy says:

acefreemok said: Have you actually got your console back?

When you do, write a letter to Sony complaining about what happened. With any luck they'll send you something for free.

Are you sure they'd stop being tight asses for once and give me something? Has this happened before?

If i did complain..where would i do it and how? Ive been looking everywhere to vent my frustrations.

01/04/2008

Adelaide

Kudos: 8,476

Mates: 172

stonecold says:

Geezs thats real bad

sorry to hear sexyungoy.
I know its too late now, but couldn't you taken back the 40gb to JB and got a new one on the spot since it been just over a month.
I think its safe to say the 40gb versions are more prone to breakdown then the 60gig versions. Please tell me if im wrong.

02/04/2008

perth

Kudos: 685

Mates: 16

acefreemok says:

sexyungoy said: Have you actually got your console back?

When you do, write a letter to Sony complaining about what happened. With any luck they'll send you something for free.

Are you sure they'd stop being tight asses for once and give me something? Has this happened before? If i did complain..where would i do it and how? Ive been looking everywhere to vent my frustrations.

Send a letter to Sony Australia marked Customer Relations... Most large corporations will give you something free if you have justifiable complaint... Given what has happened to you, I would expect Sony to cough up more than 3 months extended on your warranty...

02/04/2008

See my profile for my PSN wants/have trade list

Kudos: 5,833

Mates: 139

Shadowblade says:

Yup, call up general enquiries, be straight up and "nice" on the phone (don't lose your cool and get angry, won't get you anywhere) and either ask for an address you can send a written complaint to and if the consultant doesn't know, ask to speak to a supervisor...

I been in customer service for bout 3 1/2 years and I work for Telstra Mobiles, so what I read above is a common case within large companies... you'd be surprised as to how much an avg consultant knows (or how much training they receive before they start).

If the above suggestion doesn't get you anywhere, you can take it further (ie. ACCC (consumer watchdog) and perhaps an equivalent Ombudsman would do something on your behalf). I know complaints are usually taken very seriously and all attempts to resolve on call have to be made, but don't let them fool you with something like "3 mths ext warranty", you deserve better!

Again, sorry to hear about your case, hope the above helps!

02/04/2008

@HOME...

Kudos: 1,697

Mates: 49

NoRC says:

lol i got an email on the 27th of march from sony about my 60gb console telling me "Your unit has been processed and has been returned."

This is a bit odd considering I sent the console to them in november last year and got it back already on decemeber 13th... funny enough on december 13th they sent me an email to tell me they had just received my console lol.

02/04/2008

Gold Coast, Queensland

Kudos: 328

Mates: 25

sexyungoy says:

Thanks for the replies guys i have already written a letter about my experiences. To who will i send it to? thats for me to find out. But one will definitely be going to Sony.

02/04/2008

Adelaide

Kudos: 1,914

Mates: 42

dsreaper says:

OMG this just happened to me as well

Froze in GH3 and now it won't read anything...
Guess I'm calling them tomorrow Nooooo!
If they dare try and give me a 40 back instead of my 60...they better run cause i'll hunt them down!

Maybe the letter could go to consumer affairs or fair trading, someone like that...not too sure.

02/04/2008

Gold Coast, Australia

Kudos: 5,934

Mates: 74

crazynites says:

Oh no dsreaper, thats bad news man, when you ring them make sure to tell them you have the 60gb console & you want your console back or at worst a replacement 60gb console, I would think if they have to replace it, they would have to give you the same console that you purchased under warranty.

02/04/2008

Melbourne, Victoria

Kudos: 328

Mates: 25

sexyungoy says:

Ok called up Sony again today. It seems its been taking so long because they have a lck of parts and therefore have to wait for more. ok

03/04/2008

Adelaide

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Mates: 42

dsreaper says:

sexyungoy said: Ok called up Sony again today. It seems its been taking so long because they have a lck of parts and therefore have to wait for more. ok

lol yeah right...how do they run out of parts, I'd seriously be speaking to fair trading or something your case is BS mate, you don't deserve it.
I spoke to a girl today and wants me to reset the defaults and something else before sending it back, she sounds so nice and bubbly...if only all their service was this good.

She mentioned they send me the box to put it in and they pay for postage, is that true? anyone else been told that?
I thought I had to go to the post office and pay etc...

03/04/2008

Gold Coast, Australia

Kudos: 3,118

Mates: 271

zyxses says:

In other countries they get replacement units delivered after TWO days. UK I think. Typical Aussie service. Sony need to kick some butt.

03/04/2008

"A sure way to lose happiness is to want it at the expense of everything else."--Bette Davis

Kudos: 360

Mates: 22

GTDave says:

Sounds fairly standard as far as customer service in Aust goes. 1) The operators you speak to just talk crap to try to get you off the phone 2) the yes we'll give you extra warranty for not doing our job properly is mandatory as PStriple3 said. It seems no one in Aust service can or really wants to do their job. The best service I've received was from Telstra (India) really quite sad this.

As has been said if you need to send it back keep calling Sony to make sure something happens

03/04/2008

Perth,WA

Kudos: 1,914

Mates: 42

dsreaper says:

So true GTDave, I'm in IT support and can relate you get sick of hearing complaints all day long. That's hardly an excuse to do a crap job, you chose to help the public so do it!!!
Outsourcing just gets better doesn't it? Cheaper and they do a better job, DELL being a great example of that.

If I have to send it back and they say 2 weeks I'm calling the day after it should have arrived and keeping the pressure on just like sexyungoy has done.

03/04/2008

Gold Coast, Australia

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