Faulty PS4 :(

HomZ said:
If I bought a system from overclockers which was damaged and I phoned to have it collected and looked at, I don't believe overclockers would accuse me of dropping it, the courier yes, not me the customer though, not without evidence.
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Are you not getting the wrong end of the stick? Did they actually say that they think you have dropped it? Not that they will have to rule out whether it has been dropped?

They aren't talking about on its way with the courier, that will be the whole point of the packaging they want to have it sent back in anyway, they mean while it has been in your possesion.
 
As I said I picked the unit up at the midnight launch, I was served by the Game staff by 12:30am, It was back at there store by 12pm that same day to the very same staff member who served me when I collected it not even 12 hours previous, I explained the fault and they gave me a sheet of paper which had the details for Sony on, this sheet clearly states that customers should be advised by game staff at time of purchase that should any consoles be faulty the first point of contact is Sony, This wasn't made clear to me at time of purchase and I don't know about anyone else,

The reason I bought the console from Game was because should I have issues I can return to store, with an online retailer this isn't possible.
 
bluesouljah said:
Sounds like the Xbox One problem where they had been knocked in transit and it had knocked one of the gears out in the Blu Ray drive. People were just hitting the bottom of the console (Xbox One) and it seemed to fix it, wouldn't advise it with a PS4, though.
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At this point I aren't going to attempt anything they can later blame me for.

When the disk was in the drive if I touched the top of the console the vibrating would get worse/better depending on where I touched it, I've dealt with slot loading drives in systems I've built, I suspect its not mounted right, I know if I was to press hard enough on the top I would most likely ruin any disk in the drive at the time.
 
After the disgusting service I have had from game, when my day one ps4 finally arrives tomorrow and if it turns out to be faulty I will be dealing with sony not game thanks very much.
 
HomZ said:
As I said I picked the unit up at the midnight launch, I was served by the Game staff by 12:30am, It was back at there store by 12pm that same day to the very same staff member who served me when I collected it not even 12 hours previous, I explained the fault and they gave me a sheet of paper which had the details for Sony on, this sheet clearly states that customers should be advised by game staff at time of purchase that should any consoles be faulty the first point of contact is Sony, This wasn't made clear to me at time of purchase and I don't know about anyone else,

The reason I bought the console from Game was because should I have issues I can return to store, with an online retailer this isn't possible.
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I am 99.99% sure you are in contract with the retailer. They are obliged to sort the problem out in a reasonable time and you are allowed a refund. I seen it on watch dog about people being fobbed off to the manufacturer.

Check with trading standards.
 
Threepwood said:
Are you not getting the wrong end of the stick? Did they actually say that they think you have dropped it? Not that they will have to rule out whether it has been dropped?

They aren't talking about on its way with the courier, that will be the whole point of the packaging they want to have it sent back in anyway, they mean while it has been in your possesion.
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They actually said they need to rule out "I" haven't dropped it, I told them I hadn't, and if the console was found to have been dropped then it wasn't by me, they said that if they suspect the console has been dropped by either me or someone else the warranty is void,

If someone else has dropped it I find it very unfair its me that is penalised for it, If that does turn out to be the case I will return the unit back to Game again and not leave until I am either refunded or issued with a replacement.
 
If Sony/DPD collect this tomorrow and have it back to me by Wednesday repaired or replaced with a letter of apology for such accusation and some form of compensation I would be very content,

Anything less than this and I'll be kicking off big time.
 
HAz said:
After the disgusting service I have had from game, when my day one ps4 finally arrives tomorrow and if it turns out to be faulty I will be dealing with sony not game thanks very much.
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Care to elaborate, what happened ?

I should have known something bad was on the cards when I went in store to pay and they said I am phase 2 and wouldn't get my console till after Christmas, Told them to double check that, the guy came back and said it was right, I asked to speak to a manager, he checked the system and confirmed they had be down for launch and confirmed what bundle I wanted, I swear to god half of them are stoned and don't have a clue what's going on.
 
That all sounds like a bit of a nightmare. Just to echo what has been said already - Game are out of order directing you to Sony. You paid them the money and legally they are the ones who should be sorting it out. They supplied you with faulty goods. Your contract is with Game, not Sony.
 
I received a faulty console from Amazon on the day of release, Amazon could only offer a refund and advised me to reorder when stock arrived.

I contacted Sony, a brief, friendly 10 minute conversation, new console arriving on Tuesday and the old console is being collected.
 
HomZ said:
They actually said they need to rule out "I" haven't dropped it, I told them I hadn't, and if the console was found to have been dropped then it wasn't by me, they said that if they suspect the console has been dropped by either me or someone else the warranty is void,
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You're getting your knickers in a twist then, they aren't accusing you of anything, you're taking it that way.

Anyway, I hope there is a fast enough turn around and that your only cost is time. If the console has no damage on it that screams "I've been dropped" and you have taken photos before sending it off to guard you against DPD mess ups (that I doubt will happen anyway) then you got nothing to worry about.
 
Threepwood said:
You're getting your knickers in a twist then, they aren't accusing you of anything, you're taking it that way.

Anyway, I hope there is a fast enough turn around and that your only cost is time. If the console has no damage on it that screams "I've been dropped" and you have taken photos before sending it off to guard you against DPD mess ups (that I doubt will happen anyway) then you got nothing to worry about.
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They said during the conversation they suspect it has been dropped by me and need to rule out that I haven't dropped it, as the conversation went on they said they need to rule out its not been dropped by me or a third party, at first they never mentioned a 3rd party and asked if I had dropped it, this is what has got my back up, when I said no this one particular bloke was quite confident the unit had been dropped by me or a third party. Until Sony receive the unit back I don't see why they would try to 2nd guess what the problem is without getting it back first.

If they get the unit back and its cracked or shows damage then fine, start saying its been dropped etc, until they get the unit back they should have booked the repair, collected it then take it from there.
 
Did game not offer a replacement or full refund on the spot ? I thought that was their policy ?
 
So your complaint is with Game yes?
Looks to me like Sony are doing a great job replacing the inevitable 0.4% of faulty consoles tbh.

I bought from an online retailor too - if it went faulty I wouldn't even bother contacting them - go straight to sony who will sort out next day delivery of a brand new one for you.

Now thats good customer service tbh - I had this with a PS3 I bought for my nephews about a year ago - I rung sony direct - it was 20 days out of warranty AND my nephews had managed to squeeze three discs into the slot at the same time so I knew they had knackered it lol!.

Sony replaced it next day, and even sent me the discs back after they'd removed it from the faulty unit - just pure LOL's - Sony got a lot of respect from me for that! :)
 
TBF maybe you did drop it? Sony are hardly going to just take your word that you never and say oh ok have a new console even though you broke it all by yourself.

But on the other hand, you should have just told Sony it had the blinking light of death, apparently they just swap them over without question at the doorstep.
 
Nitefly said:
Depends what your idea of reasonable is, I suppose. Unless you are on about store policy, which is discretionary.
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I think we may have got our wires crossed.

Iirc within 30 days if a product is faulty then the retailer has to offer a refund or replacement. After the 30 days the retailer can then offer a repair within a reasonable time frame. It has nothing to do with store policy. Statutory rights supersede those.
 
Game are truly awful for customer service. I remember arguing with them about a broken 360 many years ago that they refused to deal with after it developed a fault. I won that argument in the end (partly because I'm stubborn, mainly because I know my legal rights), but it was a battle to get them to acknowledge their responsibilities.

HomZ, sorry to hear about your issues, I hope you get a quick turnaround from Sony and you have a working console back very soon :)
 
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