Help regarding my right to replace a PS3

Thanatos

Ok, so obviously the promise of the letter confirming a fault was just the guy on the phones way of fobbing me off. The letter arrived today and just details the option of replacing it with a refurb model for £145.

So, two options left....

1. Try get HMV to agree to allow a regual repair shop examine it and confirm the fault lies with the machine.

2. Wait for the credit card company to get back to me (Due by Next Tuesday)


The only downside to point 1 is that from googling repair centres, the only people I can find who repair PS3's are the same people who fit the dodgey mod chips to them. - Bedroom repair people who have their business addresses as their houses. If I was HMV I wouldnt agree to a letter from them confirming the problem... lol

Any thoughts anyone?

XMISS-SHELLAX

gardner1 wrote: »

but sony wont admit its an inherent fault and also say that its a tiny amount of faulty consoles
here is the response i got from play.com

Dear Mr Leslie,

Thank you for your email.

I am sorry to hear of the problems you have been having with your Sony Playstation 3 Console.

As you point out the Sale of Goods Act can protect you for up to 6 years from the date of purchase (depending on the goods), however after six-months the onus does fall on the consumer to prove that even though the goods were working correctly that the fault has developed through normal use.

I do fully appreciate how frustrating it must be to be in possession of faulty goods, however unfortunately in this instance Play.com is not able to help with this issue unless you can obtain a fault report that stipulates that the problems with your console are the result of an error with the original manufacture, and not caused by use since the item’s purchase.

Once again please accept my sincere apologies for any inconvenience you may have been caused in this matter, and thank you for your understanding and valued custom. I understand this is not the solution you wanted, and I regret I could not be of any further help at this time.

Kind Regards

Mike Scholfield

Play

and response from sony

Dear Ross Leslie,

Thank you for your recent correspondence concerning your PlayStation.

I am sorry to hear of the difficulties that you are experiencing with your PlayStation. I am concerned that you feel aggrieved about our warranty terms and conditions.

First of all I would like to reassure you regarding the quality of our products. All PlayStations are manufactured to a very high standard and our failure rate is well below the consumer electronics industry standard. Whilst every effort is made to prevent failure, it is inevitable, given the technological complexity of PlayStation, that a small percentage of units will fail. The manufacturer's warranty on our product runs from the date of purchase for a period of 12 months. Within this period, the small number of manufacturing anomalies would be identified and rectified by Sony Computer Entertainment at our cost.

In line with industry standards, following the 12-month warranty period, any replacement carries a set charge. In this instance, however, we are unable to waive the charge as your PlayStation is now some months beyond the period covered under warranty.

As our consumer care team advised you, we are able to replace your console with a remanufactured unit. All these units have undergone a rigorous repair procedure where all faulty or worn parts are replaced. Units are then cosmetically and technically tested before being released. We are able to offer this service for a charge of £145, which includes next working day courier delivery to any UK address and VAT. This charge covers all costs incurred by Sony Computer Entertainment UK for the remanufacturing of any unit. No profit is made from the charge paid by you.

Should you wish to opt for this service, please call our Careline quoting reference number 1568845, on 08705 99 88 77 (National Rate), where an advisor will be happy to assist you. Our operating hours are 8am - 10pm Monday to Friday, 10am - 6pm Saturday, Sunday and Bank Holidays.


Yours sincerely,


Yeliz Tunc

How did you contact Play.com darling?

I am having trouble with a laptop I purchased from them in December this year and want to notify them of the problems I am having but cannot find a contact email..?

And also can you only claim if you pay through a credit card, can it not be a debit card?

Please help me i seem to have gotten myself in a right pickle and all i want is a working laptop for university x x x

furry_tractor

hi, i had a different problem but same answers from sony..."£128 for a console of similar age with 3 months warranty". now i should mention if you havent read my post that i purchased mine in november 07, by feb 08 it broke, they sent a new one free of charge and now it has happened again and thats all they can say to me. any advice you or anyone else could offer me would be greatly appreciated as this only happened yesterday and am still in the process of talking with them.
This was the email i sent;
Dear sir,

Earlier today I contacted your customer services number in relation to my faulty Playstation 3. The console no longer reads playstation 3 discs (and im sure you can get the other details from the reference number above). This is not my first problem as this console is my first replacement. I purchased my original console in November 2007 and by February 2008 already needed a replacement for the same fault that I am experiencing now. I quite frankly think it is disgusting that the best I am offered for this appaullingly unreliable console is another console at the same age for the cost of £128 and with a 3 month warranty. Your consoles have proven that a 3 month warranty is useless, moreover a 12 month warranty doesn't even cover it. I only even purchased the Playstation 3 over the X Box 360 as I was under the impression that it would be more reliable. On viewing MANY forums on the matter I see that this is a common problem and one you need to address. For the money I originally paid for a Playstation 3 (nearly £500)I think I deserve the loyalty that I have shown your company in return. Not to mention that this new cost of £128 is likely to buy me a second hand, more reliable X Box 360!
I have already heard your companies arguement that I should have purchased extra warranty to cover it but why should I? For the price I paid you should be providing a product that doesn't need replacing every 6-18 months.
I feel that I deserve either a brand new console with 2 years warranty or full refund on the original price I Paid for the console in November 2007.
You have 7 days to reply before I take this further.

Kind regards

Ian Atkins

Thanatos

Been away a couple of days - got back to a letter from my credit card saying they are chasing HMV.

Dear Mr Thanatos

Your file concering the transaction undertaken with HMV UK has been passed to this department for assistance.

In an effort to assist you, I have written to them in respect of this matter and will contact you again when a reply has been recieved.

I trust this action meets with your approval.

Your sincerely

Helen Lewin
Consumer Disputes Officer.

Ivory_Tinkler

Fingers crossed that you get a speedy resolution through the card company. At least they are taking you seriously and not trying to fob you off.

Nikopolaidis

Can you not find somone who can repair it for you? I had similar problems with my old ps2 years ago and found a guy who had specifically been trained to take the console to pieces and put it back together in perfect working order in under an hour.

Think it cost £60 but was much better than paying more for a reconditioned unit!

daveboy

Could have avoided this entirely.

You should have bought an Xbox 360.

Better games, better online community.

I will never buy a Piece of S*it 3

inked

daveboy wrote: »

Could have avoided this entirely.

You should have bought an Xbox 360.

Better games, better online community.

I will never buy a Piece of S*it 3

Yeah, cos they never break down :rotfl:

Thanatos

daveboy wrote: »

Could have avoided this entirely.

You should have bought an Xbox 360.

Better games, better online community.

I will never buy a Piece of S*it 3

You serious? A machine so notorious for breaking down the manufacturer was forced but to offer to replace all units that fail within a three year period.

It's the very fact the PS3 doesnt break down as often as that which is Sony's arguement... Besides which, online community is what you make it. At least with the PS3 it is free!

Nikopolaidis wrote: »

Can you not find somone who can repair it for you? I had similar problems with my old ps2 years ago and found a guy who had specifically been trained to take the console to pieces and put it back together in perfect working order in under an hour.

Think it cost £60 but was much better than paying more for a reconditioned unit!

Nope - there are no authorised PS3 repair centres in the UK and Sony refuse to repair the unit too. So it looks like refurb or replacement only.

There are plenty of people who say they can repair it, but the honest ones all say it will/could happen again as its a fault with the unit design.

rich5565

If it helps anyone, my PS3 broke a couple of weeks ago and wouldn't read any games. I bought it from Game and I emailed their head office customer services quoting the Sale of Goods Act. They responded the next day giving me details of how to get it repaired for free. I was very happy with the service, and will certainly buy from Game again.