| Written by Dana Olson Published at 2009-04-15 21:12:03, updated and/or bumped at 2009-05-21 20:46:17 Tagged: [Bad News] [Sony] |
About a year ago, backwards-compatible 80GB PS3s were still being sold in stores. I chose to buy a 40GB model because I wasn't sure what would happen if it broke after they stopped manufacturing. Now, I know.
TAWKN.com user dn2500f (first name is Steve, and doesn't want his last name revealed) just called me, distraught. His PS3 has been at Sony's repair center for three weeks now. He bought the 80GB PS3 with backwards-compatibility. Today, he called in to get a status update, and was told that it was beyond repair, and, because Sony doesn't make that model anymore, that they can't replace it, despite the fact that he bought four years' worth of Sony Care extended warranty for it, for a total of five years. They offered to give him a new model 80GB PS3.
He argued with them that he is not just losing a PS3, but PS2 support (that's over 1900 PS2 games that he can no longer play), extra USB ports, plus the built-in card readers. Sony's reply? Too f@#$ing bad. (Not a direct quote, obviously.)
This guy is very angry at Sony, and rightfully so. They didn't offer him anything but a far inferior model than what he bought about 12 months ago, which he says is unacceptable - and I agree.
At the VERY least, they should be trying to make up for this to him and other users who paid $100 extra for a console that has only one life left to live. If I were in his situation, I'd be demanding either a few good free games, or a consolation package consisting of: a USB hub, USB memory card readers, PS2 slim, and PS2 component cable.
"If I wanted to go through this much bullshit, I would have bought an Xbox."
Ouch. Understand, I've talked with this guy over the years, and he was instrumental in my own purchase of a PS3. If Sony doesn't remedy this in some manner, I don't think he'll be helping sell their products anymore.
Of course, if they released a firmware tonight with complete software-based PS2 support for all PS3s, then the blow might not be so bad.
Update: Just for the record, he's dealing with a repair center in Ontario, Canada, the same one with which I dealt with late last year and had a positive experience with. I wrote a full article praising them about it. Mind you, I bought a 40GB model, so I avoided this situation.
I linked to his TAWKN.com profile. I hope he's okay with that...
Update 2: here's a screenshot of the MTC repair status screen, with his name, Sony Style Store number, and work order numbers blurred out, at his request. You can still see his PS3 model and serial number, however.
Update 3: I just called MTC myself, and, shockingly, they told me they had a lot of 80GB backwards-compatible PS3s in stock. I recorded the call on my digital camera because I was not expecting them to answer me with that answer...
I played back the call to Steve, and since it was Sony Canada who called to inform him they had none left and he would be stuck with a new model 80GB, he will be calling them directly at about noon (less than an hour away, as he's in a meeting until then). I'll record that call too, and get to the bottom of this.
It's unclear why Sony Canada is directly involved in this situation, but I am assuming it's because he purchased his Sony Care from the local Sony Style store, rather than directly from MTC, as I did.
Update 4: I just recorded Steve's phone call in to Sony's support. After bleeping out the audio portions he wishes to remain confidential, I uploaded both the call to MTC (877-779-9929) and to Sony Canada (877-899-Sony) on YouTube, and here it is:
Update 5:
As you can see below, Steve just posted this comment:
"I just received a call from Sony care. The rep. told me that there is nothing they can do for me.
MTC and Sony are separate companies and that is why they are unable to get one from MTC. My PS3 was beyond repair due to issues with the motherboard.
I was told that their terms and conditions with the extended Sony Care Warranty states that they will repair if possible or replace with whatever is available at the time. I asked for this in writing such as an email or a fax and was told no, Sony doesn't do that.
If I wanted any compensation it was up to the manager of the Sony store that I would be receiving my PS3 from.
This apparently is the standard procedure with the older 80 and 60 gig models. They are being replaced with the new 80 gig model.
I was told to go and pick up my new 80 gig model at my local Sony store."
There's not much else to do now, but warn your friends who have backwards-compatible PS3s.
If the outcome from this changes, or any further updates occur, I'll bump and update this story. But Steve is basically just going to bend over and take this. I feel sorry for him, and anyone else who has to go through these types of situations.
It's all rather unfortunate.
Update 6: someone from SCEA has requested Steve's contact information. If anything develops from this, you can be sure that we'll be right here with the update.
Update 7: He hasn't received a phone call yet from someone at SCEA, but the local Sony Style outlet called to inform him that his gimped PS3 has arrived. He tested it out, and changed his PSN avatar:
Update 8: Steve has been in contact with someone from Sony Computer Entertainment Canada. The good news here is that someone from Sony Canada (electronics, not PlayStation) messed up by the sounds of it, and Steve's experience is not what most should experience, should their PS3 require repair or replacement. They are interested in resolving this issue. It is taking a little long due to Sony having some events down in the US early this week, but I will keep you posted on what the final outcome is.
Update 9: Steve has requested that I update everyone on the situation. Basically, he's heard nothing for two weeks now, and (despite my best advice) is now considering getting an Xbox 360 and just keeping the PS3 for the games he already has. This is not how I had hoped the story would end.
Final Update: After three weeks of silence, contact was finally re-made. Sony have resolved this issue to Steve's satisfaction. Steve is very happy.
The End.
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48 comments:
 |  awesome
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0 
0 
0 
0 My friend who's system broke days before Killzone 2 came out got a 60GB back when his broke. Maybe you should of left a message in the box cause that's what he did. He put I'm sending you a 60GB with backwards compatibility and that's what I would like to get back.
I hope they re release BC PS3s soon cause I got the bestbuy warranty and I get my money back from it when my PS3 breaks that would mean I have to buy a non backwards compatible model :(.
 | TWIZTID1
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I got a launch 60gig so I guess I'll be screwed too if mine ever gives out (knock on wood).
 | BamBamBoozled
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They didn't even want to replace the ps-2's(!) for many people and lied about engineering problems which were still being taken into consideration after almost every new sku. I knew what I was getting into buying my 80gb bundle because I went through the whole "gratuity offer" after the class action lawsuit last generation. All the "it didn't/can't/won't happen to me" arguments left me highly frustrated. All you had to do was google Disc Read Error. Its just as much consumers fault for them getting away with things like this. And here I am a ps3 owner; though I was never a fanboy I am definitely not proud as I may have been if they backed the consumers more.
 | Dana Olson
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@awesome: that's awesome. Are you in the USA or Canada? Steve is in Canada - I work with the guy.
| Dana Olson
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WOW. Unfuckingbelievable. This story is pending on N4G, and it's riddled with "fake" reports as if I made this up. I can't believe how many morons there are on there who don't want to believe Sony doesn't really give a shit about them. Amazing.
 | Colin McFedran
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Can we have a post with the full text of the warranty...although annoying I'm sure this issue is in there...
The attack should be through moral suasion as I'm sure they are protected by the warranty. Raise hell with the local newspaper/TV rabble rouser consumer protection guy...or Marketplace...that type of thing.
 | Apotheosis
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This is the sad truth. It's not as if Sony has old SKUs stockpiled for when consoles fail. And It is economically unsound to outfit a factory to make these systems. Microsoft is doing the same thing, changing the RRoD in to e74 (which is what happened to my system, bastards). We are consumers. Pawns. Corporations have engineered in us an extremely high tolerance for bullshit. We can deal with this shit or quit. Either way, we lose.
 | TwIsTeD_MiNd
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Shit I am screwed then. Good thing I am a procrastinator at heart and I haven't bought extended warranty yet, as I had planned to do so before the end of the month.
My PS3 is one of the 80GB MGS4 bundles, and god knows I would be pissed to no end if they didn't replace my console if it broke mid-warranty.
 | MormonRuss
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Man, this article is so fake. Seriously I don't even own a ps3 and I know this article is shite. Its common sense, this article was made to stir up good ol fanboy Angst, teenage bitchery. My system is better than yours, NO its not mine is better than yours! Your system sucks. You take that back, (insert your mom joke here and petty name calling for 5 minutes) Then both users wish they had a gf and jerk off to anime porno. Then you log onto metacritic and review rape Sony/MS games because you all live very sad sad lives
| Dana Olson
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@MormonRuss: Uh, look around this site... This is a PlayStation-only site. Why would we unnecessarily bash the PS3 or Sony?
| Apotheosis
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@MormonRuss: I fucking lol'd. Obvious troll is obvious
 | Corey Rollins
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Wow. I purchased a PS3 over a 360 for fear of having problems with it to. This is pretty disappointing customer service coming from Sony.
I hope they do something to make this right for you Steve. I wrote about this article on my site and pointed people here. Hopefully Sony will fix this if people make enough noise. Good move getting this on N4G, that's where I saw this.
ShogunGamer.com Story
 | Jason LaFave
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@MormonRuss: Yeeeaaahhhh...PlayStation site, sooo...I'm gonna need you to pull your head out of your ass, m'kaaay? Thaanks.
The loudest person in the room often has the least to say.
| Colin McFedran
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@MormonRuss: Hey welcome to the TAWKN.com website. I can see by your post that you are a keen observer of all things PlayStation and I welcome your further input.
| Dana Olson
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@Corey Rollins: Thanks. Please do read the article linked at the end of my post, as I - and likely many others - have had great experience with Sony's support, just so long as our product is still being manufactured or left in stock. I'll say one thing, though: if my PS3 dies after a Blu-ray-free slim PS3 (haha) launches, and THAT's my replacement, I'll be just as pissed as Steve.
 | thebrave
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@Apotheosis: Yes, but even if there is a lot of inertia, it remotely look like that Microsoft is listening: E74 faults are now (and retroactively) taken under the 3-year-no-questions-asked-we-re-sorry warranty.
 | RevChris
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Wow , this is unfortunate. The thing I would be most disapointed in losing isn't the BC (because I don't play alot of PS3 games anymore) but the extra USB ports. All the things I have plugged into mine would make for a rough go unplugging and plugging back in all the time (external HDD, PS Eye, Bluetooth Headset and controllers).
Good job on all the follow-up and investigative type exploraiton of the issue. Keep us posted.
Oh , and don't worry about what N4G thinks , they are so engrossed in the Fanboy war all they even see anymore in any story is a flame or chance to flame.
 |  EvilAaron
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Having had my original 60GB die under extended future shop warranty I feel the pain. I was very lucky and had it die in time to snag the last 80GB MGS bundle they ever had in exchange. Now with this unit soon to not be covered by warranty I dread sending it for repair and getting some shite downgrade "new" model.
I play few old titles so BC isnt a huge deal (but valued eitherway), but losing usb ports and card readers and SACD support is like a kick in the nuts. I still can't believe there isnt a premium PS3 to match or exceed the original PS3 package sold to us. I want and will pay for my PS3 to be a piece of high end theatrephile gear, not a cheapo console lacking ports and features. Are we backing away from making these a home theatre centerpiece?
 | Laurie
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That video was heartbreaking to listen to. I could hear how disappointed he was at the end there. Man oh man...
 | Josh Rai
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I really hope everything works out, hopefully this just means the repair center and Sony support got their wires crossed.
 | dn2500f
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I just received a call from Sony care. The rep. told me that there is nothing they can do for me.
MTC and Sony are separate companies and that is why they are unable to get one from MTC. My PS3 was beyond repair due to issues with the motherboard.
I was told that their terms and conditions with the extended Sony Care Warranty states that they will repair if possible or replace with whatever is available at the time. I asked for this in writing such as an email or a fax and was told no, Sony doesn't do that.
If I wanted any compensation it was up to the manager of the Sony store that I would be receiving my PS3 from.
This apparently is the standard procedure with the older 80 and 60 gig models. They are being replaced with the new 80 gig model.
I was told to go and pick up my new 80 gig model at my local Sony store.
| dn2500f
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Good luck to all you owners of the 60's and older 80's.
| Colin McFedran
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So...Sony can't source an 80GB but MTC can? WTF. I'd rather save the warranty money and pay the $150 when I have to in order to get my own/similar machine back. Wow.
| Colin McFedran
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Again...STEVE...can you scan and paste the Warranty here? I'd still encourage you to go all 'Consumer Affairs' on them.
http://www.cbc.ca/marketplace/about/contact/we_want_to_hear_from_you.html
| Dana Olson
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@Colin McFedran: when my 40GB died, MTC sent me the replacement.. I got my Sony Care warranty directly from them, rather than the Sony Style store, but the lady I talked to at Sony Care said the details are shared and everything is official, just the only difference is it would be easier for me to do it with MTC since they already had my receipt with them, with my broken PS3. So... I am really puzzled, considering MTC are the ones who handle ALL PS3 repairs in Canada, and MTC is where Steve's broken PS3 is currently sitting.
| Colin McFedran
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@Corey Rollins: I like the pic! http://shogungamer.com/news/sony-will-not-replace-backwards-compatible-ps3s
| TWIZTID1
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I actually feel for the second helpdesk technician you spoke with in the video. That guy had no idea what you were talking about. He more than likely didn't even know there was a difference between the old 80gig and the new 80gig. It sounds like he was just trying to get you off the phone because he didn't know the accurate answeres to your question. I'm a helpdesk tech for my company and I do that all the time. Sometimes customers are upset about a ticket as you obviously sounded like you were (and rightfully so) and start asking about specifics of the situation. The problem is that helpdesk techs only know the information that is included in the ticket, nothing more, nothing less (as you heard him reading off the ticket verbatim). I just feel bad for him cause I'll get customers who talk to me like I'm the one who's screwing them over on their issue when really I'm just some dude that can only tell them what the ticket says. Most of the time the customer service people you talk to and the people who are actually handling your issue are completely seperate from each other and they have no idea what the other is doing. My condolences to you and yours though.
| Dana Olson
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@TWIZTID1: you feel bad for the guy who is doing his job, and had to deal with a rather polite caller like Steve? lol
I've worked as a helpdesk tech before, and if I had to deal with people as easy to deal with as him, maybe I'd still be doing that job today... He wasn't even yelled at once, and didn't have to argue with anyone, and nobody insulted him, and nobody even raised their voice at him. That wouldn't have helped the situation at all, so it wasn't called for.
Myself, I feel bad for the guy who got screwed over by the corporation who pays that helpdesk tech's salary.
| TWIZTID1
|
Your absolutely right, he wasn't a bad customer at all. Its just the part where he was like, "So basically what your telling me is that I spent the extra money for nothing" and when he called the guy out for contradicting what the first lady had said on the phone made me cringe a little. I've had similar calls where I didn't have an answer that the customer was going to like and you get the impression that they are holding you responsible for that. I'm not saying that Steve was rude in any way and he was completely justified in trying to find out the facts of the situation. I'm just saying I can relate to the technicians side of the conversation and I thought that was funny.
 | Tayler Bell
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@TWIZTID1: I used to work for Hewlett-Packard and I handled a lot of escalated cases (cases where the customer had dealt with incompetent technicians or was unable to have their issue resolved, basically really pissed off people that bought $1000+ printers). There is always something that can be done if you talk to the right person. I can honestly say that I've been in the same situation as the rep that was on the phone, however I had the power to do something about it. Fuck ups happen, however there is usually a solution, it just depends on whether or not the technician/agent has the ability and clearance to do so. If they don't have the ability to do the right thing about it, they need to talk to someone in a higher position than themselves. Hence why steve got his callback. I don't think Steve was treated fairly in this matter as the model of PS3 he had is in stock.
| Corey Rollins
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@Colin McFedran: hahah. Thanks.
| Colin McFedran
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Great news for Steve. I'm glad Sony is looking into it but I wonder how many 'Steves' are not getting the right answers!
| Dana Olson
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@Colin McFedran: that's a good question... But people on N4G are still PMing me claiming that this story is fake. They are the reason why I believe people should have a license to breed.
| Colin McFedran
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@Dana Olson: I hope that you can convince whomever is helping (SCEA/SCEC person :) ) that we can make their involvement public...then N4G can be updated!
 | elijahblake
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"Update 8: Steve has been in contact with someone from Sony Computer Entertainment Canada. The good news here is that someone from Sony Canada (electronics, not PlayStation) messed up by the sounds of it, and Steve's experience is not what most should experience, should their PS3 require repair or replacement. They are interested in resolving this issue. It is taking a little long due to Sony having some events down in the US this week, but I will keep you posted on what the final outcome is."
This sounds more like the Sony that I have dealt with. I've never had a problem when I had to send something in.. Wether it was my ps3 when the Blu-ray quit working or my bluetooth headset.. I was really to surprised to hear this... But i hope everything works out for you buddy.. I'm sure sony will make it right..
| Colin McFedran
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I have been in contact with someone at SCEA about this issue again and I'll update you soon ... Tell Steve to hold on and not go to the dark side.
 | Makidian
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This seems so extreme to me because when my 60gb died I was heartbroken and when I finally got around to sending it in, the entire process was smooth as silk.Of course I was dealing with SCEA and not an extended warranty(though I had one through Walmart, totally different story...). Anyway my point is this, if there is this much trouble replacing the system that you had and it shouldn't be this problematic, do what Coin has done and contact every exec at SCEA and SCEC, someone will fix this problem. Just be sure to throw in the X360 bit and all your paperwork and phone conversations, shit they may even give you a PS2 for free. The 60gb I got back from Sony didn't play PS2 games so I just sold it to Gamestop, and I am still convinced that a problem with BC is what caused mine and most other PS3's that blink a yellow to die and that is why they removed it. Something to think about at least. With 1900 PS2 games I would at least have a PS2 on hand just in case something like this happened.
 | rtd
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wat a nice happy ending lol. did he get a backwards compatible ps3 then?
| Colin McFedran
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Steve's satisfaction? They're were wenches involved?
| Dana Olson
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@Colin McFedran: several.
| Colin McFedran
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@Dana Olson: Gotta appreciate those Sony wenches
| TWIZTID1
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What does "Steves satisfaction" mean? Did he get the BC version or not? (Dramatic cliffhanger music plays)
| dn2500f
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I know this is going to sound crazy and doesn't make sense and I don't know why but Sony has asked us not to reveal the resolution. I am however, quite happy.
| Dana Olson
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An astute reader of the above story will see the puzzle pieces and realize that they don't fit together in more than one way.
| Colin McFedran
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@dn2500f: It's a mystery wrapped in an enigma. I wish is was wrapped in bacon though. Hmmmmm...bacon.
| dn2500f
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@Colin McFedran: Bacon is great!
| BamBamBoozled
|
Glad it worked out for you. To me the silence says the next guy will not be so lucky though.
Go to Consumerist with this. Now I'm worried.