Sony: Go Ahead And Buy An XBOX "Their Support Isn't Much Better"
Reader Adrian's PS3 is broken and since the console was a gift that didn't come with a receipt, Sony is denying warranty coverage. Where it gets tricky is that there's a "manufactured on" sticker on the back of the machine indicating that it is clearly less than a year old -- meaning that there's no possible way it could be out of warranty coverage. Adrian tried explaining this concept to Sony, but they weren't interested. No receipt. No warranty. When Adrian threatened to switch to XBOX, Sony's only answer was that "their support wasn't much better."
Adrian writes:
It’s Sunday, so it is the one day I have to take care of my personal business, and relax. My PS3 crapped out on me a few days ago, and sadly, I cannot get anyone at Sony to fix the problem. The thing is, the PS3 was a gift to me for Christmas. The receipt is nowhere to be found (not by me, but by the person who bought it for me) all she has is a credit card statement. Instead of going to the store and demanding someone give us a receipt for the transaction, I decided to call Sony and see if they would take it under warranty because, for starters it was bought in December, and it was manufactured in July 2007. When I spoke with someone at Sony, I was basically told that they don’t go off of the manufacturing dates, but rather, on the date of purchase.
Fair enough I would think, but if the playstation was manufactured less than a year ago, it would be hard to lie about it’s validity of the warranty anyways. No matter how I went at this, the rep couldn’t help me. Basically he said, no receipt, $150. I am outraged that Sony won’t make themselves responsible on an item which is CLEARLY less than a year old. Their own label on the PS3 clearly shows that it was made in July 2007, 3 months shy of the year mark. Why would they even place that label on there, if it wasn’t any good to them? I’m just angry that a receipt would still be needed, even though I can clearly prove that it should STILL be under warranty.
I tried arguing with the guy telling him I would switch to a Wii, or an Xbox 360, and he just laughed and said, “their support isn’t much better.” I told him I would tell all my friends about Sony and not to buy a Ps3, and he simply said, “that’s totally up to you, but we are gaining momentum right now with customers.” Basically, he was a jerk, my PS3 is shit, and nobody seems to want to help me. That is where you come in. Perhaps someone higher up will see the absurdness in this.
Adrian, we think you're probably expecting a little too much of Sony. They're simply not equipped to deal with this situation logically, and CSRs aren't allowed to make decisions that require independent thought.
Therefore, our advice to you would be to call the friend that gave you the PS3 and ask her to contact her credit card company and see if they'll repair or replace your PS3 under their extended warranty protection. This process should be fairly painless compared with the task you've set for yourself-- convincing a huge multinational corporation to think like a rational human being.
Good luck.
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Comments:
In this respect, Microsoft's support is infinitely better. Their website tracks whether you're still in-warranty, so there's never a need to provide a receipt.
Not that I have any preference for either massive corporation, especially after having two 360s fail on me, but oddly enough any time I've ever had to deal with Microsoft customer service it's been very painless. YMM (and likely will) V.
They should can that rep...
It's always interesting to see how logic and reason are trumped by a little piece of paper. Clearly instead of wanting to assuage your problem, they would rather kick you to the curb on a technicality.
@Erwos: With the serial # they shoudl know if this is a refurbished model or not. They do not need for the customer to show a receipt for that...
LOL. Ya I never had Microsoft ask me for my receipt. Honestly, the stores forward the sales date for each serial number IMHO.
The second problem with Sony and I noticed this with my PSP and PS3 that if you take it home and try to register it that day it will REFUSE your serial number. I think I did finally register my PSP after they appearently got an update that the serial number was valid... Same thing happened when I bought my PS3 a few weeks ago for Blu-ray, it said my Serial number was not valid. This reminds me I need to try to register again.
I had a similar issue occur with my 60GB PS3 a few months ago - it crapped out (after less than two months) and I was unable to locate my receipt. My solution was to ask the CSR if a credit card statement would be a sufficient proof of purchase, and I was informed that it would be. I asked them to document this fact in my case, and sent my PS3 back in the Sony-provided box. Despite the fact that my statement only had the retailer and cost of the purchase, Sony completed the transaction, and I got a repaired PS3 in a couple short weeks.
Maybe I just got a sympathetic CSR, but I felt like Sony provided decent service considering the circumstances.
Glad to know it breaks after less than a year. I'll buy the Wii.
@Ash78: Indeed. I hate to play Devil's advocate, especially with Sony (PS2 D.R.E. anyone?) but this is one situation where I must point out that a lot of stories about PS3's all seem to be "gifts".
Sounds like something a customer support person would say. Who knows, maybe that guy had an Xbox or two die on him. (Or her.)
About 3 months ago my PS3's video card died. Since the PS3 was from eBay, Sony wasn't too ecstatic about offering a warranty. To say the least we paid the 160 bucks. Good news though it came back in about a week, and they gave us new controllers, case, and wires. At least when you buy a PS3 your not "waiting" for a Red ring of death.
Why can't the author just go ask the original gift-giver for the receipt? I mean, it's not too difficult if it's a relative right? "Hi Auntie, my PS3 is broken and I'm sorry to bother you for the receipt." Right....
@Papa Midnight: Good point! It is getting to be the "this is for a friend" of complaints.
Who is giving somone PS3's as gifts, and why aren't they related to me?
This should be able to be resolved by Sony easily. PLEASE stop making apologies for Sony's inability to do customer support. It just makes you look like a douche.
@crice: -3 reading comprehension. OP states: The receipt is nowhere to be found (not by me, but by the person who bought it for me) all she has is a credit card statement.
i would have the gift buyer contact their credit card company & ask for a copy request of the receipt. the retailer should be able to comply with that request (& if they can't, guess what's free!).
Most stores these days can re-issue receipts if the original buyer takes their card back to the store.
So we really need to be reading this story on MyDemandingNephew.com before Consumerist.com, IMHO.
@Papa Midnight:
Or they bought it at a fucking pawn shop. It doesn't really matter, does it? The fact is Sony has made a piece of known-to-be-flaky hardware & refuses to stand behind it as they should. I know 5 people that own a PS3. All but one has had to be returned as defective.
@crice:
You should try reading the entire article.
The problem with growing corporations is that it devoids any person of individual thinking. They are just parts of the machine, they arent encouraged to think, just to read from FAQs.
I thought if the serial number and registration process is involved in warranty, then customers shouldn't need to do any extra work to prove that they bought the product. Oh, and how would the credit card company able to provide a copy of the original receipt? If he needs one, his aunt has to get it from the story where she bought it right?
I'm Adrian Thank you Very Much! No, The PS3 is not a refurb, or Stolen, and it was a gift, from an Aunt for Christmas. I know alot of these stories now adays include the "gift" scenario, but you have to understand that the PS3, and any other gaming system has been a popular purchase during the christmas rush, because they are highly wanted items, and parents, uncles, aunts, grandparents buy these for their children/nephews, grandsons, etc. I don't feel the need to defend myself because I know that I am not a thief, and if it was stolen/refurbished etc, I wouldn't be stupid enough to try to send it back to Sony.
What does he expect?
lets go with the wii and it gets damaged or is defective
Wii : "My Wii broke can I have another?"
Rep "Sure when we get in an extra"
360 : "I don't have a receipt"
Rep : "Want to buy an elite and 8 months of gold?"
EECB this one straight to the top of the ladder. Include the ticket # and a transcript of the chat. I'd love to see that insensitive clod get its due.
I can't believe the rep.
Seriously it makes no sense at all.
It may be a company policy but I can't believe that a CS rep would say "we are gaining momentum"
Please get that guy fired. He serious should never treat you like that. I hope never to get him as a support person.
It doesn't matter if Sony is first or last. If the policy sucks they simply need to state it. If you threaten to go to another company it doesn't mater to him. He's a lowly paid csr in some warehouse full of phones. All he has to say is it's your choice.
Ok, here's something that Sony kept telling me over phone support, but I do not understand- they argue that I possibly could've bought it from a non-authorized retailer and they cannot guarantee that it is less than a year old.
1 - Why does it matter where it was purchased? Is there a warranty on it? Is it for a year? (Note - mine was purchased at with cash at a national retailer).
2 - 40 GB PS3s haven't existed for a year. Unless I own a time machine, this PS3 is less than a year old. If I did own a time machine, my PS3 warranty would not be the first thing on my "to do" list.
PS - Re-introduce cut-out windows on your boxes, Sony. Because of this receipt thing, many friends who work at retailers find people trying to "switch out" PS3s. While the onus is on the employee to check, brining back the window and re-packaging the system also works.
@mac-phisto: I fail.
Umm, I'll spin it for the other ps3 gift receivers who don't have receipts then. :(
I know it is unpopular to not have a problem with Sony, but the fact is I buy a lot of Sony products and the two times I've had to call customer service (both times in relationship to problems I had with Vaios) since I bought my first Sony product (back in the early 1990s) have been painless (surprisingly short waits) and helpful (both reps solved my problem). I'm not about to say Sony is perfect. Far from it. But when it comes to Sony I always detect an irrational and intense hatred for them when other electronics companies are far worse. Personally, I'd prefer a company that make solid electronics and has some customer service issues over a company that makes total crap but is nice to me over the phone.
I say it again - not everyone keeps receipts. I keep every receipt I get. I still have receipts showing I bought a chicken sandwich in 1998. They're all in bags in my closet. But not everyone does it.
@highmodulus: i know right! Shit I need friends like that.
@WingZero987: I think they are worried that there may be a problem with it that would be the cause of a non-authorized retailer (modifications and what not)
By the way, if anyone wants to become my friend and buy me expensive gifts, PLEASE do so.
Its to keep people from stealing electronics and trying to service them
@jp182: They can check for any modifications that would void the 1 year warranty.
I don't want to come off as an elitist prick, but when you've gone to school and studied reason or logic, you know how to structure an argument and/or statement. While I maintain a professional demeanor with CS reps because they're the ones whom I'm asking to help me, their logic and argument fallacies make me want to blow my brains out.
@ajn007: I used to NEVER have problems with Sony Either, until this time. I mean, I've been a loyal to the Sony brand (I mean, i even had the Minidisc in 96!!, I'm ashamed, lol) but the problem is not so much that they don't want to fix it, it's more or less the WHY they don't want to fix it. I mean, the sticker clearly indicates the manufacturing date, isn't that proof enough for me? I mean, they are losing more money by not fixing it, because I could be buying more games (GT4 I yearn!) and soon enough I would like to purchase Metal Gear Solid and Gran Turismo, but without a PS3 to play them on, I'm not making the purchase. And I'll be damned if I have to get another PS3, when I have one that should be fixed with me!
Yeah I lost a receipt for an in window air conditioner unit and didn't keep the receipt, the service company repaired because the date of manafactur was within a year..Sony is full of it.
He clearly needs a new adverb.
the big thing is, don't threaten a CSR that you will go somewhere else for business, in most cases they just don't care if you say that. Especially when they are doing what they are told by their management.
@valthun: Yeah I guess they really don't care what I tell them at that point. It's all a joke to them.
Y'know, I feel for the guy and I'm on his side here, but here's the thing. It's not like the concept of "hold on to the receipt so you can prove it" is such an alien concept, particularly in this day and age when consumer electronics are sold literally alongside gumballs on every other street corner.
Why is it so hard for people to hang on to receipts?
Hey, here's a tip for Consumerist. Do what I do: Go to Staples and buy yourself a pack of adhesive CD holders. These are clear plastic envelopes that are designed to be affixed to a book cover or other firm surface, and you can slip a CD or DVD inside. Buy it, then stick one on the back or bottom of every sufficiently large enough piece of consumer electronics that you have. Right now I have one (each) under my PS2 and DVD player, plus one (each) affixed to the back of both my TVs. Then, stick the original receipt AND A PHOTOCOPY (in case the original is on thermal paper) in the sleeve. Voila -- done. If your shit breaks, the receipt is right there.
Go buy a new PS/3, make a copy of the receipt, return the new (unopened) PS/3 for refund. You now have a receipt. You may have to get creative with a scanner and photoshop to make the serial #'s match.
You're entitled to warranty coverage as the PS/3 is less than a year old. If some CSR insists on a receipt, make one.
@LJKelley: LOL. Ya I never had Microsoft ask me for my receipt.
Yes, because they know they're all going to break. It's easier to just deal with the millions of repairs.
Glad to know it breaks after less than a year. I'll buy the Wii.
That's like saying, "Glad to now the new Accord has some problems. I'll buy a trike."
Chances are, this guy didn't steal the PS3, or get it from a pawn shop. But Sony has no way of knowing that. He needs to just contact the giver and have them get a receipt, as many people here have pointed out. This isn't some strange horrible business practice Sony invented. We could start posting all sorts of stories about any manufacturer in regards to a situation like this.
Get the receipt, you'll get a repair. End of story.
@Paranoid2000:can you email me a copy then? just include a few digits of the Serial (so I can photoshop it according to the font, style, etc.) and it has to be a 60 gigabyte model.
@diddy0071:
Well if you have been reading the consumerist..yes. That rep doesn't care.
That CSR doesn't care if you own an xbox.
If you were Bill Gates calling about a ps3 the csr wouldn't give him the runaround if he was being helpful.
Many CSR's aren't vested in the company. The work there this week.
It sucks but you have to be courteous and clear headed to get the help you want.
Be sure to document each time you call , what time, who you got, their rep number, extension if you can get it. Write what you will ask ahead of time.
If you are unsatisfied with the resolution ask for a mailing address to write a higher up.
They should resolve this issue for you. It will however take work.
@diddy0071: i think that's the biggest indicator of why this csr is such a flaming hole.
his opinion is "we got your cash, so if you want to jump ship, go for it." in reality, the console isn't the cash grab. it's the accessories, games (& d/l content once psn gets fully integrated).
i spent $349.99 on a 360. since then:
2 xbl 1-year cards ($49.99 ea.)
1 rechargable battery & cable ($19.99)
4 crap-ass headsets ($19.99 ea.)
~10 1600pt. xbl cards ($19.99 ea.)
@ least 20 games (probably more)
that's $400 in additional income generated from me alone over 2 1/2 years, excluding the games. add the games (assuming microsoft pulls in ~$10/game plus more for in-house titles like halo) & we're well over $600.
so yeah, good job training your reps to be ignorant d-bags, sony. excellent business model you have there.
@diddy0071:
Wait why can't you get a legit receipt again?
Forging documents shouldn't be taken lightly.
@mac-phisto: Why did you pay $20 for 4 bad headsets when you could have gotten the really nice Plantronics one for $14.99 at gamestop?
Now Sony saying MS's support isnt much better is silly. For once thing if you dont have a receipt and your 360 gets RROD they will base it on Manufacture date OR what date you registered your console..if you remember to.
Next MS has great support so long as you call on a weekday when the American offices are open. I have called a few times about various things from console repair to getting points refunded and ever single time I had my issue resolved in under 20 min with no need to keep calling back. Its when they are closed and you get the Indian call centers that the problems come up.
Also MS is very responsive to BBB complaints unlike Sony.
Making threats? Don't really work that well.
Basically without the receipt you can't "prove" that you bought it. Think of how many people could/would abuse the system if they would just repair consoles without a receipt?
@Techguy1138: because my aunt doesn't have it. I was going to ask her to head out to the store and see if she can get a copy of it, but I felt best not to bother her with that, if there was a way around the reciept issue (which I would think would be). The fact is, I have proof it is under a year old, I'm not asking for them to give me a free game every day for the rest of my life, or anything, I just want something fixed that shouldn't be breaking to begin with, especially after less than a year. Keep in mind it's been down for 2 months now, my aunt finally got back to me 2 weeks ago regarding the receipt that she couldn't find. I was JOKING on the sending me a receipt thing. I guess sarcasm can't be seen through a computer screen. The great news is that my story is posted on here, meaning that hundreds if not thousands will see this story. If sony cares about it's customers (Which as any corporation, really doesn't, only the money they spend) they will have to find a way to end this in a manner which shows that they can be good to it's consumers. There may be a lot of bad PR following this. The Ball is in their court now.
Well, to be fair, you can have a PS3 that's less than a year old and out of warranty - it could be a refurb.