Faulty Playstation 4 - Need help!!

JayLatif

I purchased a NEW PlayStation 4 in November 2014, from very.co.uk as a Christmas present for my son and the reason I purchased this in November was that I wanted to make sure I got one before the mad December rush.

On Christmas Day, my son couldn't connect to the PlayStation network due the system being down; as a result of idiots bringing the network down. However the PS4 wouldn't even play any games offline! Despite various calls to PlayStation customer service department and holding for an average of just under 60 minutes to speak to someone only to be told that the system is down, and to keep trying to connect, and also emailed me some actions to carry out, which I tried and still no joy. When the network was back up and running, the PS4 still wouldn't play any games online or offline.

When I contacted Sony customer service, the operator helped to try and resolve the issue, and eventually told me that there is a fault with the PS4, and arranged for it to be sent back. The PS4 was sent back on 5th Jan 2015, and a reconditioned replacement was eventually delivered back to us on 15th Jan 2015.

My grievance is that I purchased a BRAND NEW PS4, and I expected the replacement PS4 console to be a brand new one, but it wasn't.

Can someone help as to where I stand, as the retailer wont help and asked me to complain to Sony. My issue is that I purchased a brand new PS4, and the replacement is a second hand console!!

Any suggestions

Gaz83

Sony's standard warranty allows them to replace a broken console with a new or refurbished one at their discretion.

picapicacasa

I think you will find that your rights are against the retailer, not the manufacturer. I therefore suggest you take it up with them.

ashtonwn4

I understand your frustration but I'm guessing that the conditions regarding replacements include the words "like for like" or something similar. In other words whilst the product may be the same the condition may not be. Having said that is the replacement obviously used, ie marks on case etc or was it classed as an open box. Essentially open boxes are new, they're generally just products that have been removed from their box for display purposes. Having said that If I was you I would demand a new console from the retailer. Tell them you bought new and that is what you want as a replacement due to the original failing.