Fault Playstation 3 Refund Success - need help still though please

steveint

Hello!

I'm in a good mood because I just got off the phone with GAME about my faulty playstation. This is the 3rd time it has broken down with the same problem.

The first two times they got it repaired for free through their 3rd party repairer who were pants.

This time though they have agreed under SOGA to give me a gift card for the price of getting the same version of the console from the shops. I have a 60gb version.

My question is though, how would you word the letter to maximise the amount they give me?

Not to be greedy, but just to get the price of a NEW console not a secondhand one. I expect they have a standard price they give out in this situation, but I wouldn't expect a secondhand console as refund, I would expect the price of a new one of the same version.

Also it's going to cost me £5~10 to send it to them, would I be cheeky to ask them to pay for that also?

What do you think? This is a rare occasion where the customer is in a good position versus the retailer. I would really appreciate some help on this letter, thanks!

somethingcorporate

Well done, forcing a retailer to adhere to the SOGA is no mean feat!

Personally, I would wait for them to make the first offer rather than ask for something. Work out what it would cost to replace in store etc and if they do not offer you this then send a reply stating to replace it costs xyz, please give me the rest. Legally, you are only really entitled to a like for like one, so depending on how old yours is they could supply you with a second hand one and be within the the law. However, I would carry on pushing and if they don't resist you're in luck!

I would certainly ask for the £5-£10, I do not think that is cheeky/greedy in the slightest.

Good luck and keep us updated!

jdturk

As per my telephone conversations with X on such and such a date regarding my Ps3 being faulty for the third time you have agreed to provide me with a gift card to the value of a NEW Ps3 which in my local Game is priced at £x, I would also like the £9.95 for special delivery to be refunded and at your disgression for the inconveniance I would also appreciate a further £20 on the card.

In my mind the card should hold £x total on it

steveint

Thank you both for your help. This is what I have written at the moment. I aim to send it off on the 17th. What do you think?

Dear Game Customer Services,

As per my telephone conversation with your staff on the 15th February, I have sent you my faulty Playstation 3 console. As it is the third time in quick succession that the console has broken down, you have generously decided to give me a Game gift card with the price of a new Playstation 3 console on it so that I can replace it. In addition to that I would also like to ask at your discretion for the price of posting the console to you to also be refunded, as it was not cheap and things are tight at the moment.

If all this could be done you would have made me and my family very happy and satisfied a loyal Game customer who has held a Game reward card for many years.

Thank you.

Yours Sincerely,

jdturk

in my opinion its to nice, I would state as a matter of fact you want the cost back for postage and then I would ask nicely for £20 for the hassle.

steveint

Just to update you, I received a reply. Somewhat predictably, they asked for proof of purchase, which I luckily still have. Sent a copy off along with the postage receipt and await their reply.

When I bought the console originally it was £424.99, so I'll be interested in what amount gift card they should/will give me.

jdturk

If you get one for £424 you'll be minted, however I would expect you to get one for the cost of a new ps3 at current prices

Norant

Hello Steveint.

My sons old 60gb Ps3 decided to give up the ghost on Christmas day of all days,i purchased it from a retailer that no longer exists so was quite put off by the fact that i would not be able to get it repaired.

I went out on boxing day and got my son a new Playstation 3 slim version and that cost me £248.00,i tried to get hold of the old style as my son prefers that one but i was informed that they are being Phased out now,the only old style models i could get in our town were recon's.

Just after the new year i phoned sony,and they asked me to send in the old unit and they would let me know how much it would be to repair,i told them not to go ahead with any repair until i had a call to tell me how much it would cost,i got the call the next day and was told that the repair would be something like £16.99,it was certainly under twenty pounds,now daughter is happy because she also has a ps3 aswell,son not so happy with the slim....but hey it a newer one so he kept it anyway.

The old 60gb was 18 months old when it went bang.

good luck.

steveint

OK, got a letter back today.

It says:

Thank you for your letter which we have received.

As promised please find enclosed a £199.99 gift card which is the pre-owned value of the console.

A cheque refund has been requested which will take up to 3 weeks to arrive.

I hope this is helpful to you.

I assume the cheque is for my postage refund.

So what are we thinking about this? Have they fulfilled their obligation to me in regards to SOGA?

I'm not surprised at the amount they gave me, but I am a disappointed by it. I went in my local GAME today to see their prices, but they don't have any pre-owned 60gb consoles in stock.

Plus, the person on the phone did say it would be a gift card for the value of a new playstation. New playstations on their own are £250 in store.

If I get a pre-owned one, what's to stop the same problem happening again?

My mum's opinion on it was "How much did you pay for it?" "£425" "Then why have they sent you less than half that?"

She didn't seem to care about how long it was I'd had the console.

I'm not sure about this, I'd like a higher amount I think, but I need a slant on it.

Please reply I need your opinions!

jdturk

You could try for more but it seems reasonable and they could refund you a depreciated rate on time used.

Your mum obviously is not a gamer, you and I know that the price of a new one is alot less and they only have to refund, replace or repair.

I would take the money and buy a 360

steveint

Thanks JD for your input on this thread, appreciate it. Anyone else got an opinion?