I finally was able to get a PS4 on February 22nd.
On April 18th, after maybe 2 hours a week worth of use, my console broke. It was never dropped or anything. But that didn't stop the disc drive from failing completely. I called and set up the console up for service. I was given #01132111.
The return process was a huge hassle. I got the shipping box 5 days after I started my service request. I boxed it up according to Sony's instructions. I live in a rural area, so FedEx pick up was not an option. I had to drive 30 miles to a FedEx Ground drop off location. I tried tracking the package using the tracking number Sony gave me but the tracking number wouldn't work.
On May 2nd, I got a console returned to me. They didn't send my console back to me. Instead, they sent a refurbished console. This was annoying by itself as it resulted in complete loss of all my game saves (all of which are available for cheap on eBay now). The console they sent me was a refurbished one.
Eager to get back to playing, I plugged it in immediately. To my absolute shock, the console didn't work. It powered up but would not send any signal to my TV. I tried trading out HDMI cables. It didn't work. I plugged my laptop into the same HDMI port and my TV got the signal. It was clear that the PS4 was broken. I attempted to power the console off so I could get the serial number off the bottom of it. The console wouldn't power off. I ended up having to physically disconnect it from the power to get it turned off.
Immediately, I called the Sony customer service number. I chose not to use the online chat because I wanted to make sure I got this new service report expedited. After almost an hour, I was put through to a customer service representative. The person I spoke with said that he couldn't expedite it but that a manager could. He was very sympathetic.
I waited another half hour to speak with a manager. The manager said there was nothing she could do. She stated that Sony stopped expediting repairs after their system launch fiasco. I pointed out to her that this was not an initial repair. That they had sent me a broken console instead of repairing my first one. Her response was "how do you know FedEx didn't break it".
She said no exception could be made. So I asked to speak to her supervisor. That supervisor refused to deviate from the script. No matter what question I asked, I was told that a box would be shipped to me in the next 3 to 5 business days. The supervisor said what happened to me was not fair but that my console repair would be performed in the order in which it was received, regardless of the fact that my original customer service complaint had occurred 2 weeks earlier.
Today (Sunday May 4), I called the customer service line again. I asked to speak to a manager. This time I had copies of articles on IGN and Gamespot discussing the expedited PS4 repairs at launch. The manager I spoke to, David EID#7559, said that he had no knowledge of any PS4s ever having their repairs expedited. When I referenced the IGN and Gamespot articles, he said he couldn't confirm that. He stated that he would "put a special note" in the case so that the processing center would "do extra tests to make sure they sent me a working console this time". The service center is "really backed up" though, and I shouldn't expect my console to be repaired in less than 7 to 10 days. I asked him why that wasn't done the first time and he didn't have an answer.
I was plenty upset by that point, so I asked to speak with his manager. He said he was in charge of the entire call center. I asked him to give me the phone number of the person he reported to then. He said he couldn't. I asked him for an email address, he said he couldn't. I asked him why the person in charge of the entire call center wouldn't have any ability to deal with customer complaints, and he went back in to reading his script.
By the time I get my console back, It will have likely been at least 2 months since I've had a working console. At no point did Sony offer any compensation for the enormous inconvenience they put me through. They didn't even offer to give me a credit on my PlaysStation Plus subscription for the time month (soon to be 2 months) that I haven't been able to use it.
At no point did any of the managers show any sympathy. Sony has my money and now they don't care. If anybody has a phone number for a corporate Sony complaint location or any advice at all for dealing with this situation I'd really appreciate. It seems pretty clear to me that Sony just wants me to go buy a new PS4.
If you are reading this and you haven't bought a PS4, don't do it until Sony improves its customer service program. From here on out, I will never purchase a game on my PS4 if it is also available on Xbox One.
On April 18th, after maybe 2 hours a week worth of use, my console broke. It was never dropped or anything. But that didn't stop the disc drive from failing completely. I called and set up the console up for service. I was given #01132111.
The return process was a huge hassle. I got the shipping box 5 days after I started my service request. I boxed it up according to Sony's instructions. I live in a rural area, so FedEx pick up was not an option. I had to drive 30 miles to a FedEx Ground drop off location. I tried tracking the package using the tracking number Sony gave me but the tracking number wouldn't work.
On May 2nd, I got a console returned to me. They didn't send my console back to me. Instead, they sent a refurbished console. This was annoying by itself as it resulted in complete loss of all my game saves (all of which are available for cheap on eBay now). The console they sent me was a refurbished one.
Eager to get back to playing, I plugged it in immediately. To my absolute shock, the console didn't work. It powered up but would not send any signal to my TV. I tried trading out HDMI cables. It didn't work. I plugged my laptop into the same HDMI port and my TV got the signal. It was clear that the PS4 was broken. I attempted to power the console off so I could get the serial number off the bottom of it. The console wouldn't power off. I ended up having to physically disconnect it from the power to get it turned off.
Immediately, I called the Sony customer service number. I chose not to use the online chat because I wanted to make sure I got this new service report expedited. After almost an hour, I was put through to a customer service representative. The person I spoke with said that he couldn't expedite it but that a manager could. He was very sympathetic.
I waited another half hour to speak with a manager. The manager said there was nothing she could do. She stated that Sony stopped expediting repairs after their system launch fiasco. I pointed out to her that this was not an initial repair. That they had sent me a broken console instead of repairing my first one. Her response was "how do you know FedEx didn't break it".
She said no exception could be made. So I asked to speak to her supervisor. That supervisor refused to deviate from the script. No matter what question I asked, I was told that a box would be shipped to me in the next 3 to 5 business days. The supervisor said what happened to me was not fair but that my console repair would be performed in the order in which it was received, regardless of the fact that my original customer service complaint had occurred 2 weeks earlier.
Today (Sunday May 4), I called the customer service line again. I asked to speak to a manager. This time I had copies of articles on IGN and Gamespot discussing the expedited PS4 repairs at launch. The manager I spoke to, David EID#7559, said that he had no knowledge of any PS4s ever having their repairs expedited. When I referenced the IGN and Gamespot articles, he said he couldn't confirm that. He stated that he would "put a special note" in the case so that the processing center would "do extra tests to make sure they sent me a working console this time". The service center is "really backed up" though, and I shouldn't expect my console to be repaired in less than 7 to 10 days. I asked him why that wasn't done the first time and he didn't have an answer.
I was plenty upset by that point, so I asked to speak with his manager. He said he was in charge of the entire call center. I asked him to give me the phone number of the person he reported to then. He said he couldn't. I asked him for an email address, he said he couldn't. I asked him why the person in charge of the entire call center wouldn't have any ability to deal with customer complaints, and he went back in to reading his script.
By the time I get my console back, It will have likely been at least 2 months since I've had a working console. At no point did Sony offer any compensation for the enormous inconvenience they put me through. They didn't even offer to give me a credit on my PlaysStation Plus subscription for the time month (soon to be 2 months) that I haven't been able to use it.
At no point did any of the managers show any sympathy. Sony has my money and now they don't care. If anybody has a phone number for a corporate Sony complaint location or any advice at all for dealing with this situation I'd really appreciate. It seems pretty clear to me that Sony just wants me to go buy a new PS4.
If you are reading this and you haven't bought a PS4, don't do it until Sony improves its customer service program. From here on out, I will never purchase a game on my PS4 if it is also available on Xbox One.
