- Report: #1004145
Complaint Review: Sony Computer Entertainment - Foster City California
Reported By:
dennis -
Southbury, Connecticut, United States of America
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Sony Computer Entertainment
919 E Hillsdale Blvd 2nd Floor Foster City, 94404 California, United States of America
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Sony Computer Entertainment Sony Will not refund or allow me to repair my system without a fee Foster City, California
I bought the newest playstation 3 with 320 GB a year ago on December 29, 2011. It came automatically with a one year warranty and we were offered to extend it but did not because as long as we didn't do anything wrong to it, there should be no problems within several years. I had known Sony to be a reliable company and did not hear many complaints about it. However, a month ago, right before the warranty ended, my playstation suddenly made strange noises while we were watching a movie on it. I paused the movie and checked the system out but nothing seemed wrong so i continued it. Then after a few minutes the movie froze and after multiple trials I finally closed the system and tried to get the disc out. However, the disc would not come out and I could not figure out a way to get it out. I decided to leave it because it was off and nothing could go more wrong. I found out that I had to press the eject button for 10 seconds to get it out and it worked, but then when I tried to reinsert the disc or any other disc the system would not accept it. There is an orange light that goes on when I begin to insert it which I believe means that the system is reading the disc, but the disc just wasn't going in. I called Sony and asked them to help me and the person who picked up tried to walk me through things and help me fix the system. However, nothing worked and I was told that the only way to fix it was to mail it to them and fix it with a $99 service fee. To me, this is absolutely ridiculous because it tells me that a $300+ system will not function after its warranty period. If it was 10 or even 5 years after the system was bought I would understand, but one month after the warranty is simply absurd. I refuse to pay a third of the original cost to repair something that should last me for a decade. I emailed Sony with my problem and someone named Vicki H. responded telling me that there was nothing she could do. She tried to tell me she knew how it felt, which simply made me angrier. Please help me with this problem and either enable me to get refunded fully, or be able to send the system in for repairs without a fee. I would much appreciate the assistance. Thank you.
4 Updates & Rebuttals
dennis
Southbury,Connecticut,
United States of America
Unclear
#2Author of original report
Sun, January 27, 2013
I'm sorry I was not clear about when it broke. Yes it did break under warranty, 2 days before it expired. As you know this was around the Christmas season, therefore not allowing me to have time to call about the issue. Additionally, this was my first gaming system from Sony so I did not know such things would happen. Also I was not even sure that it had broken at this time. All I knew was that it would not accept my disc so I figured there was a reasonable approach to fix the problem. Additionally, I was not sure of the warranty date because this was a gift given to me, not bought by myself. As I have looked around the Internet I could not find any information about similar things happening to others. Of course having the slot broken is common, but I doubt it is common a year after the purchase date. I don't understand why this dowsnt set me apart from others but if anyone can send me a link to some information related to my problem I would gladly read about it and try to see what others have done. I am simply saying that this is a ridiculous occurrence and that something like this should never happen. I don't know why someone would disagree with this statement.
coast
USAYou're not special
#3Consumer Comment
Sun, January 27, 2013
Costco's policies are not relevant because Sony is a different company. You should not expect the same extended coverage that others paid for when they chose to purchase the extended warranty.
The item failed under warranty. Why did you wait for the warranty to expire before contacting Sony?
dennis
Southbury,Connecticut,
United States of America
But...
#4Author of original report
Sun, January 27, 2013
I know what you're saying. And I understand that a year is a year. However, I believe that if a company like Costco is lenient enough to provide its customers with great assistance and allow us to return most products without question, why can't Sony be a little more lenient as well? I know a company should not warranty a product for a decade, but I'm saying why should such an expensive product not even last over a year? I am talking about the quality of the product mostly, not the warranty problems. Wouldn't you expect a $300+ system to last you a while with no problems? Errors might occur, but if it is not your fault, why should you be paying for extra warranty or repairs?
Ken
Colorado,USA
A warranty spells out what the mfr will do to fix a product and for how long.
#5Consumer Comment
Sun, January 27, 2013
After that, YOU pay. Should they just extend the warranty for a decade or as long as you own it?
I don't see the Ripoff.
No, I don't work for Sony.
