Complaint Review: VIDEOGAME911 - Internet

The main problem I have with this company is the fact that they do not stand behind their work.  I have an original Playstation 3, in which they have upgraded my hard drive with no issues and they have done work on my brother's xbox with no issues.  However, for some reason they do not wish to show the loyalty to their customers as we show to them.  My PS3 broke back in the end of September.  I brought it back to them to get fixed and picked it up in mid-October.  The issue they reported was that the blu ray eye was broken and they fixed it for $140-$150.  About three weeks later the same issue occured where the console did not read the disks that were placed in.  I brought it back and they looked into it and said that the part was covered under warranty and they repaired it and I picked it up shortly before X-mas.  About three weeks later, the same thing happened again.  The unit was unable to recognize the disks and I brought it back.  

At first, they said it was the same issue as before.  Please keep in mind that all communications are done on their web based forum where you are supposed to be able to speak to the "technicians" who work on your system.  So, after I receive the response to my issues which was the exact one I have received in two previous attempts at fixing the problem they go on to say it is not covered by warranty because its past the 90 day point of my original repair.  Well, this doesn't make any sense now because we are talking about a part that has been replaced by them, and after they fixed it the first time doesn't even exist in my system anymore.  The warranty should cover the piece they installed restarting a new 90 day warranty, was what I relayed to them via their online forum.

So after my response, they immediately delete their diagnosis and re-write a new one claiming physical damage to the system and a scratched lense.  Now, this is turning into bad comedy.  I physically go to the store and speak to the man who called himself the owner, which proved to be completely useless.  After trying to explain where I am coming from he continuously spoke over me and then had the fortitude to call me a liar because I only named the one game that I played up until the system broke.  After the system broke I went to Best Buy and tried one of the disk cleaners for PS3 which did nothing.  He then sites that as the issue of why my system is broken.  Well, unfortunately I had to use the disk after the system broke, because why would I go get one of those disks if my system is working?  

So I am starting to see their true business model:  Take money upfront, almost repair the system, keep repairing until warranty is up, then begin to charge again.  It is one way to have a continuous customer base I suppose, but I surely don't agree with it.  The bottom line is that my system has broke 3 times in 4 months and I feel that the burden should not fall on the consumer.  

To top it all off, my playstation is still with them because when I went to pick it up they wanted to charge me $20 for no service done at all.  My issue is not the money, it is the principal in which this guy thinks he can just do as he pleases and make up rules as he goes along because most of his clients are probably just children who save up every penny to get their videogames and they are easy targets.  Well, I'm beyond my days of being a child unfortunately, but I will absolutely fight what I know to be wrong.