I love good customer service!

NokkonWud · 22 Sep 2007 at 00:20

Well, as some of you may know, I finally rang in my failing Playstation 3 to Sony, reporting the faults I have had with it for quite a while now, notably that certain DVD's wouldn't work at all, but would play flawlessly on my Xbox360, or the lockups I've had playing games.

I rang them on Wednesday, to which it was recommended I remove my HDD and re-seat it, unfortunately this did nothing, I was then told a courier would be at my house on Friday (today) between 8am and 6pm to pick it up. The courier arrived at noon (smack on) and picked up my faulty PS3, I was then handed an absolute brand-spanker which was nice.

Excellent job Sony, a 48hour turnaround from report to a new console. Faultless.

thecaptain · 22 Sep 2007 at 00:32

do you work for sony ?

. assuming you dont it puts ms support to shame.

please be gentle i left my flame proof jacket at home

Kreeeee · 22 Sep 2007 at 00:33

Did you get to keep your hard drive?

cheets64 · 22 Sep 2007 at 00:36

I heard they did this with the PS2 with the faulty laser, tbh MS would do it but it would have cost to much so they just offered and extended warrenty, Sony do build decent stuff thats for sure.

I think they would have looked in the stock room and looked at all the PS3 stacked up and said sure we will send you a brand new one

thecaptain · 22 Sep 2007 at 00:42

but if your 360 went t*ts up, it would be nice to be given a new one when courier took yours away.

lol. dont know why im sounding such a ps3 fanboy when infact i suppose i am a xbox360 fan. just valid point imho :cool:

might be the few stellas

Inoshishi · 22 Sep 2007 at 00:51

Glad to hear you got it all sorted matey

NokkonWud · 22 Sep 2007 at 00:59

Kreeeee said:
Did you get to keep your hard drive?

No, I think they have had similar reports linking the problems to the HDD which I believe is why they wanted me to remove it.

For every purchase you get 5 downloads anyway which was made for this reason alone, so I'm not worried

.

NokkonWud · 22 Sep 2007 at 01:01

cheets64 said:
I heard they did this with the PS2 with the faulty laser, tbh MS would do it but it would have cost to much so they just offered and extended warrenty, Sony do build decent stuff thats for sure.

Yep, my PS2 laser ruined my copy of SSX. Launch console given to me at Christmas time, needless to say I was gutted!

They replaced the PS2 (with the same service, but it took around 2 weeks) and they also replaced SSX.

thecaptain said:
but if your 360 went t*ts up, it would be nice to be given a new one when courier took yours away.

Yeah, that's the problem I have. VERY annoying really, I don't see why they couldn't, even if it was a refurbished model. Doing without an Xbox360 for around a month would murder me.

Stackhouse · 22 Sep 2007 at 11:41

At least Sony can do something right.

MS would need a hella lotta consoles to be able to offer that, which is a shame really.

I assume the new console fixed the DVD issue you originally had?

Bigpig · 22 Sep 2007 at 12:19

Impressive. For all their faults sony have. customer Service aint one of them.. Apart from their online gaming devision

Gaijin · 22 Sep 2007 at 12:30

Good to see they are maintaining the good customer service since the ps2. My PS2 stopped working 3 weeks out of warranty but the chap at the end of the phone just said "go on then", and the next day there was a courier on my doorstep ready to give me a brand new ps2.

However, it doesn't end there, I left GTA3 in the machine and so rang up and asked for it back, not really expecting to get it back after they had put themselves out for me already. Next day, I didn't get my copy of GTA3 back, instead they had sent me a brand new copy through the post.

So, heres to Sony Customer Support

Buzza · 22 Sep 2007 at 12:55

I suppose its quite easy to have a quick turn around for PS3's when only a few fail here and there.

silversurfer · 22 Sep 2007 at 13:35

When my 360 went bad, I phoned on the sat and they picked up on monday and delivered a new one on the friday so 6 days there

Kreeeee · 22 Sep 2007 at 13:49

NokkonWud said:
No, I think they have had similar reports linking the problems to the HDD which I believe is why they wanted me to remove it.

For every purchase you get 5 downloads anyway which was made for this reason alone, so I'm not worried .

Yeah but configuration setup, game saves and music would all be annoying to replace.

NokkonWud · 22 Sep 2007 at 14:42

Kreeeee said:
Yeah but configuration setup, game saves and music would all be annoying to replace.

You can just copy them to an SD card without any problems.

Mr Men · 22 Sep 2007 at 15:35

Sounds like good customer service, but also maybe a bit foolish? I mean you could have killed the machine by trying to open it up or something? Do they even check it? I guess they will when returned to base but what could they really do.

wedgie · 22 Sep 2007 at 19:39

Removing the HDD isn't a difficult procedure.

NokkonWud · 22 Sep 2007 at 20:43

Mr Men said:
Sounds like good customer service, but also maybe a bit foolish? I mean you could have killed the machine by trying to open it up or something? Do they even check it? I guess they will when returned to base but what could they really do.

Changing the HDD is incredibly simple and is made for an easy upgrade. It doesn't invalidate warrenty, nor does it involved opening up the console. It's a slot on the side of the console.

Kreeeee · 22 Sep 2007 at 20:49

NokkonWud said:
Changing the HDD is incredibly simple and is made for an easy upgrade. It doesn't invalidate warrenty, nor does it involved opening up the console. It's a slot on the side of the console.

I think he means just opening up the console in general, i.e. sony seem to replace it even if it's your fault it's broken.

NokkonWud · 22 Sep 2007 at 20:50

Kreeeee said:
I think he means just opening up the console in general, i.e. sony seem to replace it even if it's your fault it's broken.

Oh, in that case it's true.