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Author Topic: PS3 may be losing in sales....  (Read 1568 times)
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msduncan
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« on: October 26, 2007, 04:01:07 AM »

But they are winning the customer service war so far as this multi-platform owner is concerned.

My PS3 stopped outputting HDMI for some reason last month.    I admitedly didn't know why --  could have been a lightening strike I suppose... or whatever.

Anyway... I called Sony about it.   They sent a box to me which arrived in 3 days.    I was told to put everything in it --controller and cables included.
I UPS'ed the box back to them (which had an overnight return label) and they replaced the unit and assessories with a new one and sent it the NEXT day.    I got it 3 days later.

Entire process:  7 days
Result:  NEW PS3, not repaired of refurbished.

Edit to add:  Forgot to mention this new system has a 90 day warranty.    Since my other warranty was about to expire it actually extended it for me.    Just in time too since Cars is about to be released on Blu Ray.
« Last Edit: October 26, 2007, 04:10:37 AM by msduncan » Logged
Destructor
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« Reply #1 on: October 26, 2007, 04:06:07 AM »

Wow. Nice turn around time.

On a side note - it was more than likely a HDMI authorization issue, which I know somebody else had a problem with on the boards here a few weeks back.

But still, it seems like the PS3 is a very well built machine.
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msduncan
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« Reply #2 on: October 26, 2007, 04:08:22 AM »

Quote from: Destructor on October 26, 2007, 04:06:07 AM

Wow. Nice turn around time.

On a side note - it was more than likely a HDMI authorization issue, which I know somebody else had a problem with on the boards here a few weeks back.

But still, it seems like the PS3 is a very well built machine.

It wasn't.    I tried all the steps suggested on this board.   I'd get a pink flashing garbled screen when I tried to use HDMI.   I swapped cables.   Same.   I did the reset/force handshake trick.   Same result.    I then desperation formatted.   Same result.

After telling the guy on the end of the line all of this, he said -- yep.   We'll send you a box.   Tongue
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gellar
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« Reply #3 on: October 26, 2007, 04:12:44 AM »

In MS defense, they've probably had to repair/refurb more 360s than all of the PS3s Sony has sold in the US, so it's a lot more difficult for them.

Of course, that's their own damn fault too.

gellar
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Canuck
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« Reply #4 on: October 26, 2007, 04:38:27 AM »

I'm not sure if that was a defense or not smile
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semiconscious
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« Reply #5 on: October 26, 2007, 04:39:31 AM »

Quote from: gellar on October 26, 2007, 04:12:44 AM

In MS defense, they've probably had to repair/refurb more 360s than all of the PS3s Sony has sold in the US, so it's a lot more difficult for them.

Of course, that's their own damn fault too.

gellar

ah,... the exxon valdez excuse defense...
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EngineNo9
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« Reply #6 on: October 26, 2007, 06:20:31 AM »

It's a good thing you were within your 90 days of warranty.
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Dante Rising
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« Reply #7 on: October 26, 2007, 06:52:31 AM »

1) My Sony HDTV was having some issues, so I called Sony during my warranty period.  My call was answered in about two minutes, and a repair technician was at my house 48 hrs later.

2) I purchased a PSP that had at least a half dozen dead or frozen pixels. After a 10 minute phone conversation Sony had my system replaced in 7 days with a brand new unit.

I think Sony's customer service is stellar. Now Samsung, on the other hand...
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Canuck
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« Reply #8 on: October 26, 2007, 09:19:00 AM »

I bricked my Sony PSP (trying to downgrade) and I sent it away and they fixed it for me! smile (this was before the Pandora battery).
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« Reply #9 on: October 26, 2007, 11:56:25 AM »

I think there are many people (me included) who don't understand how HDMI works.
I couldn't get the PS3 setup to play a movie on the big tv the other day, but I've
had it plugged in there once before so I know it works. No idea why it wouldn't
work.
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« Reply #10 on: October 26, 2007, 12:47:27 PM »

Quote from: EngineNo9 on October 26, 2007, 06:20:31 AM

It's a good thing you were within your 90 days of warranty.

The PS3 has a 1 year warranty, not 90 days.
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Arkon
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« Reply #11 on: October 26, 2007, 02:29:46 PM »

To be fair, within the first year of the 360 launching thier customer service was equally as good.  My first 360 that had to be sent back had a turnaround of 5 days.  They overnighted the coffin, sent it overnight to them, then they sent the replacement overnight to me.
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Farscry
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« Reply #12 on: October 26, 2007, 02:45:13 PM »

Quote from: Dante Rising on October 26, 2007, 06:52:31 AM

1) My Sony HDTV was having some issues, so I called Sony during my warranty period.  My call was answered in about two minutes, and a repair technician was at my house 48 hrs later.

2) I purchased a PSP that had at least a half dozen dead or frozen pixels. After a 10 minute phone conversation Sony had my system replaced in 7 days with a brand new unit.

I think Sony's customer service is stellar. Now Samsung, on the other hand...

Samsung's customer service was some of the worst I ever had. Fyedaddy could tell you what a nightmare I had dealing with my original HDTV from Samsung; I made the mistake of thinking their quality of computer monitors would translate to their tv's.
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fyedaddy
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« Reply #13 on: October 26, 2007, 02:50:26 PM »

Quote from: Farscry on October 26, 2007, 02:45:13 PM

Samsung's customer service was some of the worst I ever had. Fyedaddy could tell you what a nightmare I had dealing with my original HDTV from Samsung; I made the mistake of thinking their quality of computer monitors would translate to their tv's.

Which do you love more; Samsung or Dell?
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« Reply #14 on: October 26, 2007, 02:56:39 PM »

Quote from: fyedaddy on October 26, 2007, 02:50:26 PM

Quote from: Farscry on October 26, 2007, 02:45:13 PM

Samsung's customer service was some of the worst I ever had. Fyedaddy could tell you what a nightmare I had dealing with my original HDTV from Samsung; I made the mistake of thinking their quality of computer monitors would translate to their tv's.

Which do you love more; Samsung or Dell?

/e head explodes
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metallicorphan
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« Reply #15 on: October 26, 2007, 04:09:01 PM »

when i broke my disc tray on my 360(august 2006) it went away and came back within the week(UPS picked up and delivered)
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The Grue
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« Reply #16 on: October 26, 2007, 04:14:59 PM »

When I replaced my 360 back a couple months after launch not RRoD, but some other weird glitch that didn't detract too much, but I couldn't live with), I got my 360 back in 1 week.
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Blackjack
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« Reply #17 on: November 18, 2007, 12:16:24 AM »

The PS3 lets you have your cake and eat it too!  icon_cool

Sweet, delicious swag: Sony sends PS3 birthday cakes to the press
http://www.engadget.com/2007/11/16/sweet-delicious-swag-sony-sends-ps3-birthday-cakes-to-the-pres/
It's so big, you could hide 2 PSPs in there...  icon_biggrin
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« Reply #18 on: November 18, 2007, 12:22:30 AM »

Quote from: fyedaddy on October 26, 2007, 02:50:26 PM

Quote from: Farscry on October 26, 2007, 02:45:13 PM

Samsung's customer service was some of the worst I ever had. Fyedaddy could tell you what a nightmare I had dealing with my original HDTV from Samsung; I made the mistake of thinking their quality of computer monitors would translate to their tv's.

Which do you love more; Samsung or Dell?

I hear people complain about Dell, but I've never had a problem with them.  And I've contacted them often (many places I've worked for used Dell).
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CeeKay
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« Reply #19 on: November 18, 2007, 01:06:24 AM »

Quote from: Blackjack on November 18, 2007, 12:16:24 AM

The PS3 lets you have your cake and eat it too!  icon_cool

Sweet, delicious swag: Sony sends PS3 birthday cakes to the press
http://www.engadget.com/2007/11/16/sweet-delicious-swag-sony-sends-ps3-birthday-cakes-to-the-pres/
It's so big, you could hide 2 PSPs in there...  icon_biggrin

the cake is a lie!!!!!
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« Reply #20 on: November 18, 2007, 04:27:08 AM »

What? It doesn't really taste like a PS3 case? Those dang liars!!!!  saywhat icon_lol
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« Reply #21 on: November 18, 2007, 06:03:41 AM »

If you are going to send back your PS3, just make sure it's not too dusty  icon_biggrin
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Zinfan
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« Reply #22 on: November 18, 2007, 08:53:58 AM »

I'd be worried that my launch PS3 (or close to launch anyways) with hardware backwards compatibility would be replace with one with the software emulation instead.  Fingers crossed that it works like my launch PS2 that runs to this day.
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