Having a major problem with Sony - Blu-ray Forum

Blu-Generation · 12-08-2007, 12:02 AM

Quote:

Originally Posted by blitz6speed

From my original post:

I read your original post, but I thought that a rep was saying all that.

So was it a rep or a supervisor? I'm so confuse now.

Which one was the ass hole?

ehorrell · 12-08-2007, 12:10 AM

Sorry to hear about that. Customer service sucks these days. Sony knows when you bought the PS3 and that it is under warranty. You shouldn't need a receipt. I've never heard of such a warranty policy.

I once had an ATI video card burn out on me. It was over two years old and was out of warranty. ATI still replaced the card no questions asked. Thats customer service. That keeps a person coming back for future products.

I would try calling them back again.

JTK · 12-08-2007, 12:12 AM

CSR roulette can be especially brutal with just about any place you call during these holiday times.

blitz6speed · 12-08-2007, 12:20 AM

Both CSR Rep and Supervisor refused to help me without a receipt. I somehow doubt my luck will change with another rep.

The Don · 12-08-2007, 12:22 AM

Quote:

Originally Posted by JTK

CSR roulette can be especially brutal with just about any place you call during these holiday times.

yeah...the holidays make things a little worse...

cking2729 · 12-08-2007, 12:42 AM

The first 60 GB PS3 I bought was a lemon. The BD drive died after 3 weeks of use. It would accept the disks, then indefinitely read, and read, and read. No games, DVDs, or BD movies would work.

Although I bought a 1 year replacement plan for it, I called Sony for troubleshooting first. The representative seemed very knowledgeable about their policies and was going to have me ship it back and get it repaired without mentioning a receipt. Try calling again Monday. The warranty DOES say you need a proof of sale, but maybe you'll get lucky.

I am sorry you are dismayed and trust me, I know the feeling. I've had a PS3 AND a Wii die on me in this calendar year alone. Luckily I got replacement plans. I am a loyal customer to Sony, also, and I was pissed for about a week after my PS3 died.

All I can say is you chose the superior product and superior brand, and it's easier for Sony to demand receipts because they don't have to worry about widespread devastation of their product like M$. If your self-repair doesn't work, go to Wal-Mart on Dec. 26 w/out a receipt and get an 80GB (exact same as 60GB but with a diff. hard drive and a free game.) Hopefully you kept the box. And this time......get the PRP

It's worth it.

Pauliesr · 12-08-2007, 06:20 AM

I've read all posts up to the most current. I see you said you found diagrams on how to take the PS3 apart.

Do you know exactly what the problem is with it?

I, like others have said, would suggest calling them back on monday and giving it another shot.

Especially if you're not sure what the problem is, I'd hate to have you tinker with the PS3 (even partially dis-assembling surely would void any warranty) and not be able to correct the problem yourself cuz then you [I]really[I] wouldn't have any options other than using it as a $500 paperweight and having to buy another or, God forbid, going to the dark side and buying the 360 add-on.

msallaq · 12-08-2007, 06:24 AM

thank god u fixed it cuz i dont really wanna see u with crapy HD-DUD player.

Pauliesr · 12-08-2007, 06:35 AM

My apologies on my previous post. I thought I had read ALL the posts but it turns out I completely missed a page (which had the 'I opened it and fixed it myself in 20 minutes part').

Congrats on being able to fix it and now you'll know what to do if it happens again : )

I've had my 60G since just before Chritmas last year and, lucky for me, it had worked flawlessly without exception.

On a customer service note and to make a story real short - my wife had purchased a notebook through Dell for our oldest daughter and they had figured the tax wrong (by about $6 on a $800 purchase). After calling the cust. serv. people, they said she had to call the tax dept. to get it corrected. Tax dept. is only open til noon and call waits were about 1/2 hour each time she tried. She sent emails to Dell saying it was their problem to fix and their response was to contact the tax dept. She finally said she wanted to cancel the order altogether and they said 'ok' and did so.
Where is the logic that rather than fix a $6 error, to instead lose an $800 sale???

MOONPHASE · 12-08-2007, 08:02 AM

if you buy a warranty from the store you bought it at they could take care of it for you

The Don · 12-08-2007, 12:22 AM

Quote:

Originally Posted by Blu-Generation

I read your original post, but I thought that a rep was saying all that.

So was it a rep or a supervisor? I'm so confuse now.

Which one was the ass hole?

both..

blitz6speed · 12-08-2007, 12:29 AM

Guys, keep in mind, im a hardcore blu-ray lover. I think anyone who has been on this site for a while knows how biased to BD i am. Ive always been a huge sony supporter also. And the problem with the PS3 isnt what pissed me off, its a EXTREMELY horrible customer service i received from sony. I already found diagrams and instructions on how to take the PS3 apart, so i will fix it myself, but how i was treated was EXTREMELY poor. Seriously poor. Thats what pissed me off. I am extremely friendly on the phone and in person, so when i get treatment like that when i show the utmost respect, i take it personally. Anyway, im pretty much over it now and about to open the PS3 and fix it now. I will report back.

plee · 12-08-2007, 02:47 AM

Quote:

Originally Posted by blitz6speed

Guys, keep in mind, im a hardcore blu-ray lover. I think anyone who has been on this site for a while knows how biased to BD i am. Ive always been a huge sony supporter also. And the problem with the PS3 isnt what pissed me off, its a EXTREMELY horrible customer service i received from sony. I already found diagrams and instructions on how to take the PS3 apart, so i will fix it myself, but how i was treated was EXTREMELY poor. Seriously poor. Thats what pissed me off. I am extremely friendly on the phone and in person, so when i get treatment like that when i show the utmost respect, i take it personally. Anyway, im pretty much over it now and about to open the PS3 and fix it now. I will report back.

Did you buy it online or with a credit card? As mentioned before you can get copies of your statement/receipt will probably be acceptable.

blitz6speed · 12-08-2007, 02:53 AM

Quote:

Originally Posted by plee

Did you buy it online or with a credit card? As mentioned before you can get copies of your statement/receipt will probably be acceptable.

It was purchased cash.

Well guys, i took it apart, and a spring got loose in 2 different parts of the drive mechanism. Put everything back in place, and everything is working PERFECT yet again. Tried discs of every type and no issues at all. Id like to send a big F U to SCEA Customer Service for trying to screw me out of $150 for what took 20 minutes to fix and ive never even opened a PS3 before in my life. I think a LOT less of Sony now, but at least i can use my PS3 again. DIAF Mike, Supervisor for SCEA Customer Service. DIAF.

glenn22 · 12-08-2007, 02:55 AM

Quote:

Originally Posted by blitz6speed

It was purchased cash.

Well guys, i took it apart, and a spring got loose in 2 different parts of the drive mechanism. Put everything back in place, and put everything back together and everything is working PERFECT yet again. Tried discs of every type and no issues at all. Id like to send a big F U to SCEA Customer Service for trying to screw me out of $150 for what took 20 minutes to fix and ive never even opened a PS3 before in my life. I think a LOT less of Sony now, but at least i can use my PS3 again. DIAF Mike, Supervisor for SCEA Customer Service. DIAF.

I too have been raped by Sony's customer service. I opted to fix my PS3 myself as well.

Kirsty_Mc · 12-08-2007, 03:12 AM

For expensive equipment I usually order online.

It's usually cheaper
It's covered by the UK distance selling regulations
I automatically get a confirmation / receipt in case of any trouble. Under UK law an e-mail is classes as a durable form of communication and is as valid as a letter etc...

Not much use to the original poster, but for others (especially in the UK) it may prove useful. Points 1 and 2 may be relevant for those in other countries to varying extents.

I too in the past have had problems with A$$holes.

Blu-Generation · 12-08-2007, 12:29 AM

Quote:

Originally Posted by The Don

both..

Well, that sucks.

12-08-2007, 12:42 AM	#6
cking2729 Senior Member Member since:Nov 2007	The first 60 GB PS3 I bought was a lemon. The BD drive died after 3 weeks of use. It would accept the disks, then indefinitely read, and read, and read. No games, DVDs, or BD movies would work. Although I bought a 1 year replacement plan for it, I called Sony for troubleshooting first. The representative seemed very knowledgeable about their policies and was going to have me ship it back and get it repaired without mentioning a receipt. Try calling again Monday. The warranty DOES say you need a proof of sale, but maybe you'll get lucky. I am sorry you are dismayed and trust me, I know the feeling. I've had a PS3 AND a Wii die on me in this calendar year alone. Luckily I got replacement plans. I am a loyal customer to Sony, also, and I was pissed for about a week after my PS3 died. All I can say is you chose the superior product and superior brand, and it's easier for Sony to demand receipts because they don't have to worry about widespread devastation of their product like M$. If your self-repair doesn't work, go to Wal-Mart on Dec. 26 w/out a receipt and get an 80GB (exact same as 60GB but with a diff. hard drive and a free game.) Hopefully you kept the box. And this time......get the PRP It's worth it. Last edited by cking2729; 12-08-2007 at 12:44 AM.

12-08-2007, 03:12 AM	#16
Kirsty_Mc Power Member Top contributor Member since:Oct 2007 Location:UK Blu-ray collection:536 Blu-ray reviews: 21	For expensive equipment I usually order online. It's usually cheaper It's covered by the UK distance selling regulations I automatically get a confirmation / receipt in case of any trouble. Under UK law an e-mail is classes as a durable form of communication and is as valid as a letter etc... Not much use to the original poster, but for others (especially in the UK) it may prove useful. Points 1 and 2 may be relevant for those in other countries to varying extents. I too in the past have had problems with A$$holes.

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12-08-2007, 12:10 AM	#2
ehorrell Active Member Member since:Sep 2007 Location:Kentucky	Sorry to hear about that. Customer service sucks these days. Sony knows when you bought the PS3 and that it is under warranty. You shouldn't need a receipt. I've never heard of such a warranty policy. I once had an ATI video card burn out on me. It was over two years old and was out of warranty. ATI still replaced the card no questions asked. Thats customer service. That keeps a person coming back for future products. I would try calling them back again.

12-08-2007, 12:12 AM	#3
JTK Blu-ray Knight Member since:Jan 2006 Location:www.blurayoasis.com	CSR roulette can be especially brutal with just about any place you call during these holiday times.

12-08-2007, 12:20 AM	#4
blitz6speed Blu-ray Guru Member since:Oct 2006 Location:Anaheim Hills, CA Trading Score:8	Both CSR Rep and Supervisor refused to help me without a receipt. I somehow doubt my luck will change with another rep.

12-08-2007, 06:20 AM	#7
Pauliesr Special Member Member since:Nov 2007 Location:Minnesota Blu-ray collection:325	I've read all posts up to the most current. I see you said you found diagrams on how to take the PS3 apart. Do you know exactly what the problem is with it? I, like others have said, would suggest calling them back on monday and giving it another shot. Especially if you're not sure what the problem is, I'd hate to have you tinker with the PS3 (even partially dis-assembling surely would void any warranty) and not be able to correct the problem yourself cuz then you [I]really[I] wouldn't have any options other than using it as a $500 paperweight and having to buy another or, God forbid, going to the dark side and buying the 360 add-on.

12-08-2007, 06:24 AM	#8
msallaq Active Member Member since:Jun 2007 Location:houston tx Blu-ray reviews:1	thank god u fixed it cuz i dont really wanna see u with crapy HD-DUD player.

12-08-2007, 06:35 AM	#9
Pauliesr Special Member Member since:Nov 2007 Location:Minnesota Blu-ray collection:325	My apologies on my previous post. I thought I had read ALL the posts but it turns out I completely missed a page (which had the 'I opened it and fixed it myself in 20 minutes part'). Congrats on being able to fix it and now you'll know what to do if it happens again : ) I've had my 60G since just before Chritmas last year and, lucky for me, it had worked flawlessly without exception. On a customer service note and to make a story real short - my wife had purchased a notebook through Dell for our oldest daughter and they had figured the tax wrong (by about $6 on a $800 purchase). After calling the cust. serv. people, they said she had to call the tax dept. to get it corrected. Tax dept. is only open til noon and call waits were about 1/2 hour each time she tried. She sent emails to Dell saying it was their problem to fix and their response was to contact the tax dept. She finally said she wanted to cancel the order altogether and they said 'ok' and did so. Where is the logic that rather than fix a $6 error, to instead lose an $800 sale???

12-08-2007, 08:02 AM	#10
MOONPHASE Blu-ray Duke Top contributor Member since:Jun 2007 Location:California 4K collection:8 Blu-ray collection:520 DVD collection:820 Blu-ray reviews:18 Trading Score:29	if you buy a warranty from the store you bought it at they could take care of it for you

12-08-2007, 12:29 AM	#12
blitz6speed Blu-ray Guru Member since:Oct 2006 Location:Anaheim Hills, CA Trading Score:8	Guys, keep in mind, im a hardcore blu-ray lover. I think anyone who has been on this site for a while knows how biased to BD i am. Ive always been a huge sony supporter also. And the problem with the PS3 isnt what pissed me off, its a EXTREMELY horrible customer service i received from sony. I already found diagrams and instructions on how to take the PS3 apart, so i will fix it myself, but how i was treated was EXTREMELY poor. Seriously poor. Thats what pissed me off. I am extremely friendly on the phone and in person, so when i get treatment like that when i show the utmost respect, i take it personally. Anyway, im pretty much over it now and about to open the PS3 and fix it now. I will report back.

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