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Sony Refuses To Warranty PS3-UPDATE-THE CALL!!!
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Buzzz. Wrong. Perhaps in the karmic sense they might be entitled to, but in the customer service sense it is always, I repeat ALWAYS wrong to hang up on a customer.
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I don't think thats true. I worked in escalations for a while and theres a point where a customer is becoming abusive and you have explained to them what you can do and what path they have to forward their issue and they simply won't accept. My department was basically where a member would get transfered who got abusive and refused to hang up, and we were given permission's to hang up if we felt it was the only option.
Now I'm not saying this is what transpired, but there are times when a customer makes an outrageous demand and becomes a raging lunatic and I got a nice smile when I could hang up on them.
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I'm tired of hearing stories where Sony slams the door in the face of a PS3 owner over the receipt. Someone without journalistic influence should totally go bark up that tree.
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Anyone with journalistic influence knows there are many sides to every story.. and we aren't even hearing much of ONE side here.
edit: Oops, read that as "with"
The legal warranty is a piece of shit? You've clearly never used it. If it was so bad would it be in the process of being enacted in New Brunswick? Would there be talk of adding it to legislation in Ontario?
I don't have a PhD in warranties - but I certainly do have you covered on this one. Given the nature of my job I'm in close contact with every major eletronics manufacturer in the country. It's what I do. I see warranty terms every day as part of my day-to-day. I may not have a PhD in warranties but I sure as shit have more experience with them than most people would ever want to.
So just to be a fucking asshole, I contacted fulfillment departments for Panasonic, Hitachi, Sony, Nintendo, Microsoft, Apple, Erickson Consumer (they do Harman Kardon, JBL, Infinity), Samsung and LG. It was a quick email that I fired off to my bloody outlook contact list.
Every single one said they need proof of purchase; the most common proof of purchase accepted is THE RECEIPT. Three manufacturer's said they would accept a credit card statement (Nintendo and Sony were among these, Microsoft was not) if the statement could be verified. Not one of them would accept the UPC. Serial numbers and date of purchase are not transferred from the retailer to any of these manufacters in Canada.
So - as far as anecdotal evidence goes - that's lovely. Reality has come calling though and it backs up my point. Feel free to contact the fulfillment centres yourself, I look forward to hearing about your experience.
Moral of the story: Don't be a douchebag - keep track of your paperwork. Scan your receipts - or take a digital picture. Burn it to DVD. Put it in your safe deposit box in the bank or in a fireproof safe - you never know when you're going to need it for warranty or insurance purposes.
Being lax with your material goods only means that there's a chance they'll go away - there is no excuse for stupidity or laziness when it comes to your stuff.
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That's a bit different because with an actual computer there is MUCH more info that goes into their "warranties" which are more like "service plans." They have ALL your info in their system, so all they need is for you to verify that it is you calling.
With something like a console, the only thing they have on file is that the system exists. You need the receipt to prove that the system is yours and to prove when you bought it. Regardless of whether or not there is some other way for the manufacturer to see this info, the fact is they don't have to.
Except that both Nintendo and Microsoft require only the serial number. For Nintendo, I put in my serial number, name, address and problem and they sent me a UPS label and a invoice telling me I owed nothing. For Microsoft, I called gave them the same information and they sent me a box and shipping label. It's fine if Sony wants to be different, but to say it's because it's a console thing is wrong.
No. A thousand times no. I've hung up on several customers in my decade+ in retail. If a customer is abusive, I absolutely will hang up on them. If they call back and become more abusive, I'll do it again. I don't care what someone's definition of customer service is, no one in this world is paid enough to listen to someone being a raving asshole over the phone (or face to face, for that matter).
So if the warranty is a year, why does he still need a receipt?
Did I miss something?
Not really. If all the customer is doing is going in circles then the call is no longer productive and unless you can escalate the issue it's a "Thank you for calling" and a click.
Edit:
With the manufacturing date, they should be able to cover it, unless they get hung up on the fact that it's a gift.
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No.
Sony really has no grounds here, unless they want to truely claim that systems recieved as a gift are NOT covered by warranty.
How? SCEA's policy is to not validate the warranty without a receipt. The OP has no receipt. They aren't validating the warranty.
In this case, policy = real life
Sony's grounds are strong. The warranty states a receipt is required. Plain and simple. Date of manufacture has nothing to do with it.
PSN = Wicker86 ________ Gamertag = Wicker86
Yep.
I only heard of them recently though, it's not like it's common practice with gifts.
PSN = Wicker86 ________ Gamertag = Wicker86
We already looked up the FTC documentation on warranties. It is a "limited" warranty, so it is legal.
In any event, I'm not really for Sony's behavior here, but everyone is all up in arms about how they are doing something so awful.... when..... they are doing exactly what their warranty info said they would do. Are we just realizing now that this company is shit? I've known this for years.
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Sony's well within their right to turn people away, however, that isn't going to please customers. It's in Sony's best interest to keep it's customers happy, a customer with a broken PS3 won't be buying any games.
PSN = Wicker86 ________ Gamertag = Wicker86
And it's in the consumers best interest to harass them till they start behaving like a responsible company that's not trying to anally rape it's customers.
Hoping everything turns out ok for the OP, I'm not optimistic though.
PSN = Wicker86 ________ Gamertag = Wicker86
I have worked retail as well, and I can tell you that POLICY is not set in stone, as though handed down from on high atop Mount Sinai to Charlton Heston who then smashes it in anger on the ground before him when he sees the messed up shit going on around him.
Policy = guidelines, nothing more. Extraneous conditions call for management to step in and (please, feel free to pull out pen and paper, because the next part is important) MAKE EXCEPTIONS TO POLICY.
"*Gasp!* They can do that?!"
Why yes, yes they can.
In this case, management should have realized that the PS3 was a gift and, rather than giving excuses and loopholes, should have taken care of the customer and gotten his PS3 serviced. Instead, management hid behind policy and pissed off not only the OP, but also every other "lolsony" poster on this forum, who will then go out and tell friends and family that the Sony PS3 is a POS not worth wasting money on. Regardless of what the Limited Warranty says, that is just bad business.
"Go up, thou bald head." -2 Kings 2:23
I think it was established on the first page of the thread that Sony not honoring the warranty without a receipt was exactly what they said they'd do but they sucked for said reason. Then it went off on a weird tangent where saying something Sony does sucks means you are somehow biased against Sony. Then it went off an a weird tangent about how PA forum mods were biased against Sony. Then it kinda got back on track regarding (notwithstanding all tangents) how the OP was going to get his problem resolved. Then it got into the fun and games of Customer Service reps and whatnot. I could be wrong though since I kinda drifted in and out.
Yup.
Policy is written strict because it is meant to be the fallback, when necessary.
I'd like to get a refund on this thread, sir. Here's my receipt:
It's true. It makes me want to laminate my receipts or buy online so I can reprint them myself.
This thread should die, mostly because it's just a bunch of us posters discussing the situation, where the OP really doesn't post at all.
He's either not that concerned about getting his $600 console repaired or .... kidnapped by Sony.
True. When my dvd drive failed 4 months after I bought it they were total dicks to me (because I was out of warranty--they didn't need no stinking receipt to know it either). 2 months later (presumably after they realized they had a big time PR disaster and were a huge target for class action lawyers) they upped the warranty to a year and were incredibly nice to me.
Nintendo replaced my SP twice out of warranty and paid for the shipping and handling. No fees or charges. I don't remember sending in a receipt. Sony is an asshat company and they need to be genocided against.
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Microsoft didn't ask for a receipt when they replaced my 360... twice. Granted, it was in-warranty, not out of it, but they didn't ask.
Epson didn't ask for a receipt when they sent me a brand new scanner because mine was broken. They only asked for the scanner itself (not even the accessories or the original box) and they sent me a brand new sealed box. So I had two USB cables, two driver CDs, two power supplies, etc.
There are many nice companies, and many assholish. People just need to accept that Sony are assholes and move on.
What are we talking for that? 150? 200?
I remember back in the 80s, Nintendo charged us 30 bucks to completely fix my NES. Apparently you could run over it with a truck and they'd still charge 30 bucks to fix it.