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Dust voids PS3 Warrenty

PokerPacker

By PokerPacker
in The Tailgate

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PokerPacker

PokerPacker

Posted
Posted

http://consumerist.com/consumer/sony/dust-voids-ps3-warranty-321226.php

I have kept my 60gb PS3 in Its entertainment center since its purchase. It is known within the PS3 community that the thing is a HUGE dust magnet. I took good care of it, I have about 10 Blu-ray discs (did NOT come free with my PS3), 5 games, 5 controllers, 2 42" Bravia LCD's 1 50" Bravia 3lcd Rear projection TV, A Vaio desktop, Vaio laptop, I've even got a psp and location free TV. One day I turn it on and put in a disc and it doesn't show up, then it wont eject, finally I get it to eject and I try a blu-ray, nothing, CDs, nothing.

I call Customer support who originally tell me that they can do anything because I don't have the original sales receipt, (it was a GIFT!!!), I stayed on the phone for hours explaining to them that I don't have thee receipt as it was a gift from my parents. Finally I got a rep who said that it was strange that earlier reps hadn't let me go through with the exchange as if it was a gift it was policy not to require a receipt. He sent me a box, I boxed up my console and sent it in.

5 days later I have no updates on the PS3, I call in to check on it, The first rep I speak to says that it was received without a receipt, and was delayed but he was going to note that it was a gift and get the replacement sent out to me.

6 hours later I get a call from Neil saying that unfortunately they have opened the case and taken pictures of the inside and outside of the case and that it was too dirty to be eligible for replacement. I paused for a good 8 seconds, because my PS3 had not moved from the entertainment center that it sat in more than 8 months I had wiped it off before sending it out, THE WHOLE POINT of the PS3 Is that it is part of your entertainment center! I Told him that was crazy and that it was a known problem that the PS3 collected mass loads of dust. That their product hasn't even been out for 1 year and he's telling me I'm out of warranty because there is too much dust in it!? I told him that someone needed to double check because I really took care of my PS3 and there was no way it was so dirty that they wouldn't replace it. He said he would and he would find out about getting pictures.

The next day I got a call from the same guy, Saying he couldn't get pictures, and there was no way they could replace the console unless I paid 150$ out-of-warranty replacement fee. I dais I needed to speak to his supervisor and it took him a while but he eventually transferred me to yet another person who just told me from the pictures they saw of the outside of the PS3, the memory ports and the USB ports, that there was dust inside of these ports, and that there was no way they would replace such a dusty console.

I then asked for HER supervisor, who was a very rude woman named Daria Woo Ext # 55682. She basically told me if I wanted the pictures of the PS3 That they were property of SCEA, And that I would have to SUBPOENA the pictures! I told her that this was ridiculous! That in order to take the same pictures that they did I would have to open my case, and void my warranty! I asked her if I could record what she was saying and she immediately snapped a NO, And asked for what purpose, I told her it was so I could educate the entire world on the ethics of the PS3 repair center. She told me my only options were to have the PS3 sent back, pay 150$ for a replacement, or leave it there for 10 days until it gets sent back. I told her to leave it because I was going to write a few emails so that this situation could actually get resolved. She told me any email I wrote or number I called would get me transferred to her department and that she would not help. I asked her exactly what part of the warranty stated that if a unit is too dusty it cannot be replaced.

She told me that it was under "acts of god, customer abuse" section when I had clearly told her that it sat in my entertainment center acting as a blu-ray playing, folding@home computing, media center and that obviously the amount of dust inside the console is caused by a design flaw and not my quite dust-less room.

I don't get it! Sony is including Folding@home with their consoles, The auto-start feature makes it so its running almost all the time, OF COURSE ITS GOING TO BE FILLED WITH DUST! A few reps said that the reason they couldn't replace it was because it looked as if it had about 2 years worth of dust in it rather than 8 months..... The console hasn't even been out a year so obviously that is less than a years worth of dust.

I love the PS3, I'm a Sony fanboy, I have a copy of Heavenly Sword Un-Played because I'm waiting for the replacement to come back, For them to say they wont replace it because it is such a damn dust magnet is absolutely ridiculous. IM NOT paying 150$ for someone to use an air compressor to dust off my PS3 re-test it and send it back. MAYBE Sony should let their customers know that excessive dust voids the warranty, so that people can start selling air filter set's for it, and air-sealed boxes for the PS3 to sit in.

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sacase

sacase

Posted
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Funny thing is, I had to send my xbox 360 back for the second time in 18 months to get it fixed. It cost me a little over $100 to get it repaired. No big deal. So I get it back a week laster with a 30 day xbox live card. Then a month later I get a check in the mail saying they made a mistake and it was covered under warrenty. Talk about good customer service from Microsoft. :) Another reason to go with the 360.

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Coach Williams

Coach Williams

Posted
Posted

"acts of God"

:laugh:

" And on the 8th day, God created the dust of the earth which will void all warranties."

That sucks, .....buying the protection plans from Ccity ( accidental damage ) covers you from everything except theft and acts of God.....

The accidental damage covers stupid stuff like accidents, dust, surges and crazy white people.

When FF13 comes out and I get my ps3, I'm buying their stuff so I don't have to worry about the ticky-tac stuff.

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DariusCyrus

DariusCyrus

Posted
Posted

something about his story just doesn't make sense... i mean, why the hell would you have 5 controllers when you're only using the PS3 to watch blue-ray movies?

dude and if there is a boat load of dust in his ps3 then he needs to effin clean his house... 'cause i have my ps3 out in the open and that mug has hardly any dust on it..

anyway, too bad for him/her.. should've played some games when he had a chance :)

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Mr. S

Mr. S

Posted
Posted

dude and if there is a boat load of dust in his ps3 then he needs to effin clean his house... 'cause i have my ps3 out in the open and that mug has hardly any dust on it..

i think that's the point. There probably was not much dust in the unit, but Sony claims there is. The fact that they won't return the pictures says something.

This guy will/should most likely file a claim against PS3. With all the problems Sony has had with the system thus far, I doubt they'd want another lawsuit and negative press, so they'll most likely settle.

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TorresA

TorresA

Posted
Posted

I guess it depends on who you talk to when you call.

http://www.ps3fanboy.com/2007/11/11/no-dust-doesnt-void-your-warranty-but-it-might/

A transcript has been created between a Sony customer service representative and an individual named Ive. Ive wanted to know if a dusty PS3 would constitute a voided warranty, which is generally the case as a dusty PS3 falls into the broad "neglect" category for warranty voiding.

However, the CSR surprised him with this Valley-Girl-like response: "The only way that it, um, voided is if it was neglected, um, abused, dropped or anything like, modificated like if you opened it up, modification, if you didn't have your receipt, um, any power failures like mother nature or anything like that then that actually does void the warranty. Other than that any defective PS3s or anything like that is still, um, still under the warranty."

Further research on Ive's part indicated that a dusty PS3 will probably have the warranty voided, due to the aforementioned neglect category. So guys and gals, take care of your sexy black machine. Grab some cans of compressed air or whatever and keep the innards of your system as clean as possible. We'd hate any of you to get screwed out of a replacement system!

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skinsfan07

skinsfan07

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Posted
Funny thing is, I had to send my xbox 360 back for the second time in 18 months to get it fixed. It cost me a little over $100 to get it repaired. No big deal. So I get it back a week laster with a 30 day xbox live card. Then a month later I get a check in the mail saying they made a mistake and it was covered under warrenty. Talk about good customer service from Microsoft. :) Another reason to go with the 360.

agreed.

XBOX 360 and Microsoft >>> PS3 and Sony

that's why I have a 360!

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SUNSTONE

SUNSTONE

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Posted

When getting a new system always buy the in-store extended warranty.

That way when a system does break down you can immediatly trade it in the store and walk out with a new system.

I've had my 360 since day 1.

It use to freeze on me from time to time, but then I stuck a fan on it, and I've never had a problem since.

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techboy

techboy

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Posted

First line customer service reps are notoriously clueless, so I wouldn't take their word for it that dust doesn't void the warranty. That kind of decision is made by other people, and it wouldn't be the first time that a CSR doesn't really know what's going on.

Ask a question 10 times, and you'll get 11 different answers.

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