A Sony CSR admitted to reader Ive that dust should not void a Playstation 3′s warranty. Transcript and audio, after the jump.
Ive: I’m calling just to pretty much clarify the PS3′s warranty, if there’s any clause in the warranty that makes it so that if the PS3 is too dusty that the warranty is void.
CSR: No.
Ive: No?
CSR: No. The only way that it, um, voided is if it was neglected, um, abused, dropped or anything like, modificated like if you opened it up, modification, if you didn’t have your receipt, um, any power failures like mother nature or anything like that then that actually does void the warranty. Other than that any defective PS3s or anything like that is still, um, still under the warranty.
Ive spoke to several CSRs, each of whom took a similar position until they read the account notes. Apparently, a tech determined that the fearsome dust constituted neglect and presented a threat to his health.
To his credit, the CSR handled a ridiculous situation fairly well.
Notice how Ive uses Ron Burley’s trick to stay out of trouble for recording the call. If Sony wants this to end well, they should reach out to Ive, apologize, and offer to repair his dusty PS3 for free.
PREVIOUSLY: Dust Voids PS3 Warranty
(Photo: lunarworks)
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I’ll take Sony’s silence to mean that the situation is exactly as described by the complainant… guilty, I say.
Sony’s biggest mistake was creating the betamax ( which lost by bad luck, it wasn’t porn that did it, but the ability to record 6 hours compared to 1) and creating an angry base of early adopters whom have constantly plagued sony’s every move.
This is totally BS on Sony’s part. I will NEVER buy a PS3 or any Sony products again.
1) This guy lied constantly, changing his story all the time because its complete nonsense.
2) He is an actor named Reid Godshaw.
Yes i am an actor, That has absolutely nothing to do with the fact that sony told me my unit was too dusty to be replaced.
Let me know when you figure out where i lied Because so far ive been Accused of the Following
Not even owning a ps3,
Not getting it as a gift
not dusting it at all
Being an actor PAID by fox news to appear AS dusty ps3 boy
Making the whole thing up
Pouring a vacuum bag on my ps3 in hopes this would happen to raise MS sale on the 360 (WHAT?!!!)
Doing this to boost my acting career… (guys seriously… in case you didn’t know… there is a writers strike going on, Im not doing much, Its not going to change because I was on the news letting people know that Sonys customer support is horrible)
Being a 360 fanboy (i don’t even own one)
So go ahead take your shot, I’ve heard it all, Im quite tired of people jumping to conclusions about my story, anyone who wants to believe me can if you don’t want to, then think what you’d like.
Bottom line is i wish i made the whole thing up, Because then my sealed copy of heavenly sword would be being played, and i would have a blu-ray player again.
Hi. I am new to this site and I just finished reading this entire article and I wanted to add my 2 cents.
I am not a sony or microsoft fanboy by any means. If I was to be called such a thing it would be to sega as I still support all of their consoles over anything made today. Also to note..I have never had 1 sega made console break on me ever.
I just bought myself a PS3 as of late(i don’t support microsoft so I refuse to buy a 360 especially with the consoles failure rate) and actually had a problem where i could not get it online. Sony’s customer service sucked as it cost me over $14 off my cell phone just to get a straight answer to a problem. But I did get a very nice CSR after about 3 others so there are some people who do care about your situation if you do treat them right.
In any case.. after reading this entire article I must side w/ Ive in this case. If I had to deal with what he is I would just about flip out myself. Sony’s
warranty might state some things but as a company as a whole they should stand by their hardware. I fully believe Ive deserves some compensation for all this hassle sony’s horrible Customer Service has caused him. As sony is loosing this console war currently they need every supporter they can get. I am a happy PS3 owner at this point…I wouldn’t boycott them as they are the lesser of 2 evils IMO… and neither would Ive it seems as he even bought a game for the PS3.
I honestly do not think Ive will get his PS3 fixed unless he pays $150 which IMO is insanity. IF they wont touch it for free to end this why agree to do something about it for $150 which is pennies to a huge company like sony?
I hope this all gets straightened out Ive. No company be they large or small should ever treat their customers this way. I dont care what the situation is. Especially since its their customers who make the company prosper.
@SegaFan4Life: Appreciated man, I Wish all of these comments were so well versed
Sony Obviously didnt budge, But Visa Did
My PS3 was just refused warranty service as well. They wouldn’t even open it up to see what was wrong claiming excessive dust (I’m having them send pictures). The unit was thoroughly cleaned before it was sent in and while in use, the exterior was cleaned every other week and the vents where vacuumed once a month. All my other electronics have worked just fine for years with like maintenance.
Sony replaced my PS3 with no hassles when my BluRay laser failed. But then again, I keep my home clean.
@clem1967: .. i also keep a clean home….i do not however see the need to remove and dust off all of the electronic components in my entertainment center
I’m so sorry that Sony has treated any of you this way.
Believe it or not, My PS3 died recently – 2 weeks ago, and I will be getting a new unit Tuesday.
My Customer Service Experience was rather fast, pleasant, and grade A. The rep I spoke with was fast, curteous and simply told me “they are sending you a brand new unit. My unit just died – flashing red light indicated a heating issue. I was bummed, because I had purchased the thing December 5th, 2007 – It died at only almost close to 7 months old!
I got a prepaid box by ground to return it – and had an AIR label – made it to PLATO, Texas overnight, and 2 days later, got an e-mail stating my unit is enroute back to me.
Wondering what’s up, that’s when I got the great news a new unit was on its way back to me.
I admit, I LUCKED OUT. After reading some of the posts, including the poor fellow who had to deal with rude CSRs and getting his replaced, Sony had to make it right.
I just wished he was treated kindly, promptly and professionally, and had his unit repaired without all of the bad vibes that virtually make us all think “Customer Service – what’s that?”
I wish all fellow PS3 owners well, and if/when your unit does need repair, I hope no one else comes across rude CSRs.
I tried to update my PS3 with the latest update Jan 09 and after installing it I can’t use it! So I called them up with the expectation of World class service. I can’t believe that a company that I thought had the highest level of quality and after sales service – Sony…just told me that they are aware of the issue of the PS3 freezing and not reading my Bluray movies and games….but that to get it repaired I would have to bring it in person to Hong Kong where I bought it from when I worked there as an expat. The Singapore Sony branch refuse to discuss the matter or accept it, even to repair for a fee! The CSR from HK, to whom I was transferred, calmly informed me that “there’s no other option Sir, but to bring it in person or send it through one of your friends or relations”. The warranty is a jumble of words that state in paragraph 8 that the console should be transported to the Customer Services Centre of HKMC (Sony’s HK branch) “by hand”. Collection is also required by hand “at the same location”. Therefore, the solution, according to Sony, is to fly to HK and stay there till it is repaired. I might as well buy a Wii (or 360 which I hear also has troubles, but better service) for a fraction of the cost! Anyone wants to buy PS3 games and accessories??!!!
Sony’s scam should be exposed and spread across the World so that no-one buys their products. This is the end for Sony – a company “built to last” my foot!