Reader Mike sends in this rant about his experience with PS3’s customer support. Long story short, his PS3 stopped working and he had to send in his old unit before Sony sent him a new unit — usually vendors send a new unit and you ship back the old unit, but not in this case. Sony sent him a replacement unit but not the cables and, being a nice guy, he had already shipped back all of the cables from his old unit. Much gnashing of teeth later we get this email:
So, my name is Mike, and on March 4th my (originally 40gb) PS3 stopped recognizing disks. I called customer support and after a couple of things they told me to try they shipped me a coffin to ship it back in. A.. Coffin came 3 day ground, B… return label was for next day air, C… console shipped back to me 3 day ground. Kinda crappy that they make me wait what seems like forever, but that’s not my complaint. On the 26th I receive my replacement unit.. Now when packing up my coffin I faithfully followed the directions and shipped back power cord, av cables, charge cable, and controller.. but lo and behold when I opened my replacement box.. none of these were there. So hey no biggie, I’ll call customer service and get them to send them, it was their fault, they’ll be quick about it… Nope. First I’m told I’ll have to talk to a tech before anything can be done.. why? But no techs are available then so one will have to call me… why? Finally today
I get past all that and they are pleased to tell me that they’ll send my stuff and to expect everything in 5 to 10 days….. It’s the 27th of march, I opened this service request on the 4th.. and now I have 5 to 10 more days to wait.. that’s absolutely rediculous. I’ve been a Sony fan since the 90’s got first playstation, ps2 and psp all on launch dates, have sony stereos in both cars, xplod amps and speakers, sony home stereo, and bravia tv.. and now I suppose a streched anus all from sony. Maybe I’m just an ass.. but I work in customer service, have all my working career, and maybe I just have a higher standard for how complaints should be handled. Well thnx for giving me someone to vent to besides the reps that aren’t doing anything to make me happy about this situation
I’d suggest trying to escalate this when you call back and we’ll get working on this end. Just pretend we’re Robin Williams in Good Will Hunting: “It’s not your fault. It’s not your fault.”
So Mike just e-mailed us with an update on his PS3 woes. Doesn’t look like it’s getting any better. Sorry, Mike. Maybe you should get an Xbox 360. ;)
Contacted customer service today, April 1, officially 5 days since they told
me it’d be 5 to 10 for me to receive my cables and controller. I called to
ask if there was a tracking number or anything so that I could find out when
I needed to be home, since they require someone 21 or older to sign for
packages (Sony, not UPS). I was told that “the situation was still being
investigated”. To which I responded, “then contact UPS, they weigh packages
before shipping them, and they should easily see the difference in the
weight thus proving that less was sent to me than I sent to them”. No dice..
They told me to give them a call back on Friday, officially one month since
my first call, and maybe they’d be able to update me on my shipment. I’m
getting so frustrated.
Finally, sweet closure:
So I just got confirmation from Sony that my long awaited package was sent
out yesterday afternoon.. woohoo. It took a while but as long as I’m back up
and running and can finally get back to Assassains creed. Thanks alot for
giving me a place to vent my frustrations so I didn’t have to go on a puppy
kicking rampage.
Must’ve been rough with your PS3, my 60g launch model is still running like a champ…400+ WU’s done in Folding at Home, and countless hours gaming. A good quote comes to mind ‘Cry me a river, build a bridge and get over it’.
Morne
Yeah already bought new controller and power cable ’cause i was sick of waiting. But to have them forget my cables and controller after return instructions “with pictrures” say
1 place console in supplied plastic bag and place on top of bottom foam. 2. place top foam above console with curved sides down. 3. INSERT ALL CABLES IN ACCESSORY TRAY. PLACE CONTROLLER ABOVE ACCESSORY TRAY. 4. place completed paperwork including proof of purchase inside box. 5. close box and seal with supplied tape. If they make you send cables and controller.. send the same things back
Aggghhh that sux
same here my 60gb launch model is workin like champ, got all the best games to, linked my harddrive to it, bluetooth headset, usb keyboard, and nothing wrong so far touch wood…….omg there must be sum wood around here somewhere lol
Mornelithe – you miss the point. This discussion is not about how you have treated your console – this is about customer services.
BTW – my PS3 failed in the same way – and had not been moved once from it’s installation position ( so take you smuggery elsewhere )
Yeah–Western Digital did the same with me on an external hard drive that conked out. It took me almost two months before I got the power supply back.
I semi know your pain. When my xbox 360 died (twice), I was left without a 360 for a month each time. They don’t send you a replacement console, they just “fix” your console and send it back, or send you someone else’s if it isn’t fixable. Once you recieve your “refurbished” console DRM kicks in for all your purchased online property. You can’t play it unless you are connected to xbox live.
Lets just say when a $400+ console breaks both companies fail their customers.
been lucky with 360, sold my pro when i got the elite.. guy that bought it got rrod’d a week later.
OMG i don’t understand how so many people can have any console and it can die i have a since first date launch 5 PS1, 6 PS2, 1 PS3, 3 PS3, 3 Xbox, 1 Xbox 360 Pro and never had i experience any problems with those consoles. People need to treat electronic the right way and stop being such a careless dumb ass.
“People need to treat electronic the right way and stop being such a careless dumb ass.”
Sounds like you don’t hold onto a console long enough to have the problems. If you do any reading on the subject, Xbox problems are around a 30% failure rate. that is a hardware flaw, not a user problem. It’s not like people are using their console like tennis rackets. One day they use it it’s fine, the next day it’s RROD.
I treated my system with nothing but love and yet my disk drive went. With all the complexities that go on inside these systems its exectable that one little thing can go wrong eventually. My box came with instructions to specifically NOT include cables or anything else as i would NOT get them back. Is it possible somone misread his instructions?
Interesting. I’m with Mike on some of his thoughts. I mean, I’m Sony everything also. (rocking the Sony Erickson Walkman, loving every second) and I really like how reliable everything is that Sony makes, even tho they are slightly expansive, you get what you pay for.
I’ve heard that Sony is really good with Customer support, although I’ve never had to deal with them myself. (got a launch 60 gb, still runs like new)
Why oh why do these count as news.
It’s all relative. Mike received way more support than Sony Ericsson Customer Support ever gave me with my SE M600i (see http://developer.sonyericsson.com/thread/40658)
Unfortunately, I’m beginning to sense a pattern with Sony and their customer service efforts. If it doesn’t change/improve, customers are going to start talking with the wallets (and not in a good way for Sony).
I’m mike, the guy from the article. Just as an update, still no package from sony. My sending this email to crunchgear was to see if others were having the same problems.. not to mention I hoped it would somehow get me my cables and controller sooner. As for the guy implying I don’t take care of my things; when you have a $3k tv and almost another grand in consoles you don’t bang them around and treat them like crap. I work 50 hours a week and only get to use either console on the weekends, hence the reason I wanted my things sent back sooner. I’m glad you’ve never had problems with your console/consoles, but if you do a little research on the failure rate of the 360 I think you’ll have a hard time convincing all those people that their console’s problems were caused by operator error.
that guy is a bonhead. He lives in a fantasy world where electronics work perfectly and never become faulty on their own.
Sony has really gone down hill. I used tech support for my computer and was billed 3 times for my India based tech that didn’t know his butt from a hole in the ground. I have worked with Samsung on 3 monitors all at once and they shipped them to a UPS store 2 day air and I switched them there. Maybe Sony should see what the compitition is doing to keep us happy. Will not buy Sony anything ever again.
http://www.complaintsboard.com/complaints/sony-playstation-3-ps3-60gb-pal-c42521.html
http://www.my3cents.com/showReview.cgi?id=33367
http://www.complaintsboard.com/complaints/sony-playstation-3-console-c28473.html
I’m not the only person having problems, found these in less than 2 minutes
http://www.complaintsboard.com/complaints/sony-playstation-3-ps3-60gb-pal-c42521.html
http://www.my3cents.com/showReview.cgi?id=33367
http://www.complaintsboard.com/complaints/sony-playstation-3-console-c28473.html
3 people in 3 different places.. similar problems
Sorry for the double post
Yeah my console died a few days ago but I’m living out of the UK for the next year so Sony says they won’t replace it until I am back in the UK, it’s lucky I got a 3 year warenty, but I’m still annoyed as I’ve had to buy a new PS3.
Got the ps3 and lovin every minute i spend on the console. I am sorry to see you in quite a nasty pickle.
probably best off buying new cables
This is typically Sony customer support for you, forget about it being related to your PS3 I have had much much worse experiences with other products (VAIOs, Walkmen, Phones, etc).
The products may be ok-good but the service is bad-horrible.
Correction:
Correction:
“It is YOUR FAULT, It is YOUR FAULT! ”
Most companies just replace the actually broken part, the ones I deal with. Sony said they will replace your PS3 and thats what they did. The controllers and cables are not the PS3.
I am, of course, speaking from experience from returning items to companies before
But packing instructions specifically say to send everything
Like m said, Sony said to include all cables and controller. I think you are thinking of the 360 where they only ask for the core console.
nah nah u are wrong where i live in uk my first ps3 broke cause my bros friend came over put a dvd copy and switched it off the mains while it was on hen this message came up saying your dadta has been corrupted ples yes to resotr i did then u had to do it again and again so i called them they said they are going to pick it up they said they onl need the console then i gotit back next friday so no u dont send your cables or controlles witth your ps3 they answerd your qestion or might be cause i live in the uk
here you go,read them yourself
http://www.flickr.com/photos/25285357@N02/2384553612/
I had tried to update my PS3 with a firmware update by downloading it with my PC and transferring it to a USB flash drive and then hooking that up to my PS3. Well, it killed my PS3 and I had to return it to Sony because I had purchased the last 60 GB version from my local retailer (which has 8 stores in my city). The longest wait time was for the box to ship it to them. I hate UPS with a passion. I wish they would use FedEx instead. I think there is a good reason why the USPS uses FedEx for their priority packages. Anyway, thankfully I got the replacement cables with the system, but I’m a little annoyed that the 60GB version was discontinued. It would have been a lot easier and less time consuming to just get a replacement from the retailer. I’m glad I didn’t purchase an extended warranty from them since I got a PS3 with a completely different serial number than the one that is on my retailer’s receipt for the original. A word of warning, always back up your PS3 data to a seperate hard drive before doing any firmware updates! I hate doing them because I’m always afraid of my PS3 dying on me again! I haven’t had any problems since updating 2 times through a direct Internet connection. There’s another update coming soon that I’m anxious about. Wish me luck on that one!
This issue of the PS3 no longer reading discs is actually very widespred and comman i think sony have tried to keep the public unaware of it, i remember reading an article about the ps3 issues on some site that sony quickly had their laywers shut down, this same issue has happened to my console and if you google “PS3 no longer reads disks” you will see exactly how comman this issue is. Sony have done well tho to keep it hidden as no extensive media coverage of this has emerged or if it has sony has got rid of it quickly they should be ashamed. own up and fix the problems like microhole sony and give him his fucking cables what are they worth to them 5c tightass cunts
This issue of the PS3 no longer reading discs is actually very widespred and comman i think sony have tried to keep the public unaware of it, i remember reading an article about the ps3 issues on some site that sony quickly had their laywers shut down, this same issue has happened to my console and if you google “PS3 no longer reads disks” you will see exactly how comman this issue is. Sony have done well tho to keep it hidden as no extensive media coverage of this has emerged or if it has sony has got rid of it quickly they should be ashamed. own up and fix the problems like microhole sony and give him his cables what are they worth to them 5c tight tight company
This is not “news”…what a waste. As far as customer service goes it usually depends on the caller’s tone & attitude first, and usually (like retail) most people unfortunately treat the service rep poorly. As far as my PS3…no frakin complaints I XXX mine every night!
well, i’ve been a bartender for almost 10 years, been a waiter, and I’ve managed 2 restaurants. i’m pretty confident that i know how to talk to people without being an ass since my livlihood depends on it.
needs customer support for sony tv
I’m not blasting mike here or getting involved in the reliability debate, but just about every time I’ve sent something back for service the instructions have been explicit; do not include cables, charging or otherwise, or any peripherals, controllers, etc. unless the problem is with that piece. Isn’t that pretty standard these days?
http://www.flickr.com/photos/25285357@N02/ feel free to look at the packing instructions yourself, I’ve done you the honor of posting them to flickr so you can see yourself that they say to pack ALL cables and the controller
ya this just happened to me and i dont have the receipt, and my local store is as uhnreliable as a baby with muddy hands and feet in a white house lol!!! im so pissedd pff, jus got mgs4, saw my bro playing it few hours earlier nd den i went to play nd the fucking console wont read any games! i have the box and the inner packaging and the warranty sticker on the botom of the ps3 is in excellent condition!!! will sony send me a replacement, or what???
Well I live in the states, Florida, and have just recently had problems after purchasing a PS3 6 months ago my console underwent problems with the driver, the screen went black after a game of COD4 and the game sound just stopped working, also after I would have to restart it, the console wouldn’t read the CD and would come up with some kind of error. Sent my PS3 to sony came back worse! Would make a funny noise once I tried to insert the disc and wouldn’t let it go in. The lights on the controller kept flasinging and my screen would just stay the same asking me yes or no about the HDMI input which I couldn’t say yes to because the controller, so now I am sending it in for a second time. It pisses me off that customer service said they wouldn’t give me a new one they will just keep sending me someones old one!!
I sent my PS3 in back on Aug.13th because my blu-ray lazer went dead. I would get the error code and black screen on both games and blu-rays. I received it back on the 21st. It was working fine again but another problem rose. The PS3 that was sent back to me was all scratched up! I am a person that takes care of my investments and shipped it with absolutely no scratches or marks. I don’t know about others on here that don’t care to get a beat up one just as long as it works. But I paid $500.00 for something and then it was defective. It’s not my fault and it’s only fair if I send something in to get it repaired I would expect to get it fixed and cosmetically come back the same way with no scratches. It’s like bringing your car into a shop to replace a part. But when you get it back the entire car is all scratched up. I called Sony that day and it took me 3 calls to get resolutioin. The first one the fool hung up on me on purpose, the second one lied and said I never told her what the problem was to the supervisor. So I had to repeat myself a third time again to the Supervisor. The supervisor finally was getting some things done and was very kind. He was pissed that he got me as a cold transfer from the person before him. So I explained my situation and he sent me another box and this time I would be sending it to the EXCHANGE DEPT and not the SERVICE DEPT. What’s funny is that they are like next to each other just in different suites. So I am currently waiting to see if I get back a working and unscratched PS3. At first I was skepticle about sending it back in because may be they might get pissed and keep playing games with me send me a crappy one. But if I didn’t send it I wouldn’t be satisified and be giving up to Sony and something that wasn’t my fault. But lets see what happens.
Well I received the new PS3 today(Friday). It was a terrible ordeal if you go back and read the prior comments I wrote right before this one. First off UPS sucks! When I received the email saying when I should expect arrival that got changed. I tracked the package and it stated it had been rescheduled for me to wait another 3 more day, making their 3day select service not being honored. I called and asked why. The customer service at UPS just gave me the standard response. However, I guess that call I made was some sort of an impact because I re-checked the tracking the next morning and I notice the package was moving and it had already reached the UPS warehouse. Some more good news I also noticed the delivery schedule came back to the original scheduled delivery date. I was very happy. Well so today(Friday) was the day and tracked it again and made sure of everything. I even received a phone call confirming that my packaged needed to be signed so someone needs to be home. So I took it upon my day to sit and wait. I waited, waited, waited and waited, about 8hrs passed. I was home all day. So I checked the tracking once more and I notice there was an “EXCEPTION” (UPS terms) stating that I wasn’t home to receive the package and they would redeliver on Monday. By that time you all know that I was pissed! So I called UPS and they were helpful and said I would get a call back in an hour. I waited about 20minutes and I got a call from the warehouse and explained everything that I was home all day. The UPS guy never came by and didn’t even leave a note. So they said that I would have to wait until Monday or I can pick it up. So I took my butt down there and picked it up. It was about a 1hr drive back and forth. The PS3 is in good condition. I am satisfied to an extent it looks way better than before. There is a mark though that is very minor on the corner on the top near where the disc goes in. It’s very minor and I can live with it, to be more specific the PS3 is 98% brand new. Just that one scuff mark that is not too bad. If I wanted too I can go ahead and complain again but this time I’ll stick with this one because it’s not only a pain in the butt to deal with Sony but UPS is a nightmare. So if this helps anyone I glad it does and remember if your one of those people who take care of your investment like I do. Don’t hesitate to complain that when you sent in your PS3 it came back with scratches because I did and it was resolved to about 98%.
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my ps3 has broke! but rung up customer service and they were fantastic. well done sony, vast improvement over microsoft
Treat your electronics better whatever we treat ours like glass ps3 sends out an update and kills our 600 dollar machine and they want us to pay 150 to repair it im thinking an attorney its bs