This past Saturday, a dear member of my family died, the PS3. I have to say it was an odd feeling. The low failure rate and the lifespan of my previous Sony consoles led me to an apparently false sense of security. There were no warnings, no symptoms; it just stopped working. So onward to the actual point of this all.
On Sunday I called Sony to find out if they had any ideas that may resurrect it or if I had any other options. Apparently I had entirely too high of expectations going into the call. The service reps were reading straight off of the service website and had no experience with the systems or ability to think outside of their written guides. They were rude and showed no interest in trying to help. The service rep was completely willing to tell me I just had an overheating problem and I needed to cool the unit off. When I informed her that wasn't possibly the issue she became agitated and we were "disconnected". I called back and the service agent I got the second time was at best hung over, but at least we were able to get through the process of submitting an order for refurbishing my system.
This was one of the most disappointing service calls I have ever made. Maybe it was because I called during the weekend or maybe it was really just a bad day, but I was simply appalled. I suppose I have never really heard much good about Sony's customer support, but my one other experience with them was great. It just seemed unreasonable that the reps (with the exception of the billing agent, she was nice) were rude and couldn't even feign interest in what they were doing.
Sony has really start getting their act together. They have consistently made choices and taken stands that have made them the laughing stock of this generation. I love my PS3, that is why I am willing to shell out 149 bones to have her fixed. SCEJ/A have lost their way and it has seeped into every aspect of their organization. It is truly sad.
Sounds to me that customer service was beyond rude and unacceptable. I would of waited before getting charged and called perhaps another day.
It seems lately having good customer service for anything is dependent on who you talk to at the moment versus just a standard to be met on a consistent basis.
Either way I empathize for your momentary loss and lack of proper service.
Eh, Customer Service is crap no matter where you go. Its really not the companies fault who has them. I mean I worked at [Company Name Here] and even the highest payed person in all of the company was the biggest spastic idiot I've ever met.
Its hard to find good employees while idiots are a dime a dozen. Not to mention its easier to hire a moron who can barely do his job and be satisfied with minimal pay because they don't know any better than a well-informed compotent worker who knows their own worth.
Any company infected with Corporate America's -bullshit- tend to be exactly that.
I'm not trying to be an ass but when dealing with companies I'd suggest you set your expectations to pretty much nothing, that way theres a much much better chance of them blowing you away no matter how crap they are. I learned apathy long ago, it helps in these kinds of situations, though I know how hard it is to lose something as precious as a ps3 especially to an unknown cause.
My PS3 is doing really well since I got it when MGS4 came out. I haven't had to call them once yet. But I do take really good care of my PS3. Hardly a scratch on it.
i'd have to disagree of course my ps3 (60 gig from launch) has never given me problems. But really it seems like your ignoring all the good things sony has done to help make the ps3 a success. As for their customer service problems (that may or may not exist) its not surprising that they weren't willing to just give you a new console. That's what warranties are for afterall and if your console didn't fail within the first months of ownership its more likely that you did something to the console to make it fail than that there was a legitimate problem with it that wasn't your fault. Now i'm not saying you broke it but take it look at the issue from sony's side since their consoles HAVE had very low failure rates you can't expect them to believe every person who says theirs failed by no fault of their own. They aren't microsoft who shipped consoles with a known ridiculously high failure rate, which is why they are so willing to replace defective units.
Thanx Y0J1MB0 - It doesn't look like a terribly quick process but we can hope. Figures it would crap out though now that I finally have some time to get online.
Garison - I had to call to get my PSN password changed - that was all. Mine is in excellent shape, especially for having 3 kids and moving.
Skribble - Yeah, It just has been crap since.
Gantz - You sound like me normally. You have good points all around, I guess my last experience raised the bar unreasonably. At least they were native English speakers!
How quickly everyone seems to forget. This generations Red Ring of Death is to what last generation of Disc Read Error is. The PS2s had a HUGE failure rate, the same levels of the 360.
I guess that is where I have lucked out. My launch PS2 lasted almost till the PS3 came out. I readily remember all the folks that did have problems though. Even when my PS2 went, it went gradually, this was RROD like because it just popped outta nowhere.
I do have to give props to the big N for their HW and customer service. They definitely lead the way in that regard.
If there is a silver lining here, it's that my Wii is actually getting some use with the PS3 outta commission.
i never had any issues with a playstations(1,2,3 or psp), old or slim models.
then again i dont play games for 8 hours straight, 5 days a week.
but i did have 2 360's that both had issues. first one had a bubble on the disk try from a bad mold or something. scratched my disks. fixed that with sand paper. then it died. got another one to replace it, but it came with a faulty power supply and had to use the old one. now that one started to freeze alot and was about to die so i sold it.
Not all products are perfect. Just sucks that a person who loves the product like you had really bad luck and ended up with a defective unit. Document everything that has happened with the console and try calling again. Check out the consumerist.com for help.
Well, bro; you and I bought our 60GBs at the same time (launch); and now I'm crossing my fingers.
I used to buy the EB 3 year warranties when consoles came out, but GS is only 1 year now... so I don't know if the warranties need to be longer or what.
I do agree (since you never told me about the shitty customer service) about waiting and recalling. That's usually what I do.
Also, two milestones... first post AND first flame comment.
We didn't have long to talk so I left out a few details. Got the shipping notice for the box. Supposed to arrive on Monday. Guess it's my birthday present :P
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Sounds to me that customer service was beyond rude and unacceptable. I would of waited before getting charged and called perhaps another day.
It seems lately having good customer service for anything is dependent on who you talk to at the moment versus just a standard to be met on a consistent basis.
Either way I empathize for your momentary loss and lack of proper service.
Forgot to log off the cblog recaps account. The above comment is mine bro. Hopefully you'll get your PS3 back and we'll rock on some games soon.
Eh, Customer Service is crap no matter where you go. Its really not the companies fault who has them. I mean I worked at [Company Name Here] and even the highest payed person in all of the company was the biggest spastic idiot I've ever met.
Its hard to find good employees while idiots are a dime a dozen. Not to mention its easier to hire a moron who can barely do his job and be satisfied with minimal pay because they don't know any better than a well-informed compotent worker who knows their own worth.
Any company infected with Corporate America's -bullshit- tend to be exactly that.
I'm not trying to be an ass but when dealing with companies I'd suggest you set your expectations to pretty much nothing, that way theres a much much better chance of them blowing you away no matter how crap they are. I learned apathy long ago, it helps in these kinds of situations, though I know how hard it is to lose something as precious as a ps3 especially to an unknown cause.
Hope you get it back fast.
My PS3 is doing really well since I got it when MGS4 came out. I haven't had to call them once yet. But I do take really good care of my PS3. Hardly a scratch on it.
On screen weapon change.
Historical accuracy.
RRRIIIIIIIDGE RACERRR!!!!!
Welcome to a generation of shitty hardware. Oh well, Nintendo at least deserves credit for what appears to be the most reliable current gen hardware.
i'd have to disagree of course my ps3 (60 gig from launch) has never given me problems. But really it seems like your ignoring all the good things sony has done to help make the ps3 a success. As for their customer service problems (that may or may not exist) its not surprising that they weren't willing to just give you a new console. That's what warranties are for afterall and if your console didn't fail within the first months of ownership its more likely that you did something to the console to make it fail than that there was a legitimate problem with it that wasn't your fault. Now i'm not saying you broke it but take it look at the issue from sony's side since their consoles HAVE had very low failure rates you can't expect them to believe every person who says theirs failed by no fault of their own. They aren't microsoft who shipped consoles with a known ridiculously high failure rate, which is why they are so willing to replace defective units.
Thanx Y0J1MB0 - It doesn't look like a terribly quick process but we can hope. Figures it would crap out though now that I finally have some time to get online.
Garison - I had to call to get my PSN password changed - that was all. Mine is in excellent shape, especially for having 3 kids and moving.
Skribble - Yeah, It just has been crap since.
Gantz - You sound like me normally. You have good points all around, I guess my last experience raised the bar unreasonably. At least they were native English speakers!
Demoneyes23 - You must be a special kind of stupid. Learn to read. Learn to write. Then come back and try again.
How quickly everyone seems to forget. This generations Red Ring of Death is to what last generation of Disc Read Error is. The PS2s had a HUGE failure rate, the same levels of the 360.
Sony has always had shoddy hardware. Nintendo customer service is the best around, however. None of this helps you, but I feel your pain.
I guess that is where I have lucked out. My launch PS2 lasted almost till the PS3 came out. I readily remember all the folks that did have problems though. Even when my PS2 went, it went gradually, this was RROD like because it just popped outta nowhere.
I do have to give props to the big N for their HW and customer service. They definitely lead the way in that regard.
If there is a silver lining here, it's that my Wii is actually getting some use with the PS3 outta commission.
We all know the internet famous pic of someone using a PS3 as a grill.. Well, who knew, but there's now actually a 360 grill by George Foreman.
I think in some alternate timeline out there, somewhere, we're all using our console as hybrid game system/grill.
Isnt the PS3 supposed to be alot more stable than what the PS2 was?
I had a PS2 that started having disc read error, all I had to do was clean the dusty lens. That's it.
You want to keep bitching, get a 360. Then you will really have something to bitch about.
I Always tell call centre folk I'll be recording the call for training purposes. They usually STFU and get on with it.
i never had any issues with a playstations(1,2,3 or psp), old or slim models.
then again i dont play games for 8 hours straight, 5 days a week.
but i did have 2 360's that both had issues. first one had a bubble on the disk try from a bad mold or something. scratched my disks. fixed that with sand paper. then it died. got another one to replace it, but it came with a faulty power supply and had to use the old one. now that one started to freeze alot and was about to die so i sold it.
Sorry to hear man. Hopefully it all works out in the end.
Not all products are perfect. Just sucks that a person who loves the product like you had really bad luck and ended up with a defective unit. Document everything that has happened with the console and try calling again. Check out the consumerist.com for help.
IT's weird about the PS2's as I've had my 2 for ages now with no issues at all.....yet
Call again dude and if you get an ass ask to be transfered to someone more competent!
Well, bro; you and I bought our 60GBs at the same time (launch); and now I'm crossing my fingers.
I used to buy the EB 3 year warranties when consoles came out, but GS is only 1 year now... so I don't know if the warranties need to be longer or what.
I do agree (since you never told me about the shitty customer service) about waiting and recalling. That's usually what I do.
Also, two milestones... first post AND first flame comment.
Jawsome :)
We didn't have long to talk so I left out a few details. Got the shipping notice for the box. Supposed to arrive on Monday. Guess it's my birthday present :P