PS4 battle with Very

eripmav

Hi everyone,

I hope that I'm finding you all well!

I'm currently in a battle with VERY, over a Sony PlayStation 4. The console was purchased for me by my wife and was late last April (2014).

Over the last few weeks, my PS4 has started subjecting me to random crashes back to the dashboard, displaying the error CE-34878-0. This happens with every game I try to load, including both downloaded and disc based.

Originally, I phoned Sony on this matter on the 30th of April and they asked me to re-initialise the console, delete the games installed and redownload/reinstall them all and try again. They also advised that I should reinstall the firmware, incase it's a fault with the latest update.

I did this, but as expected everything crashes still. I phoned Sony back, was told that as it was now outside of the warranty (by one week!) I'd probably be charged, but where it was so close, it might be waived and that a tech support representative would get back to me with further instructions and would tell me whether or not I'd be charged for a repair.

Unfortunately for me, I received the following:


Thanks for contacting PlayStation Support about your PlayStation 4 (PS4) system.

I’m sorry to hear that you’re having difficulties with your console. We’ve just launched a new online service which allows you to diagnose and resolve issues with a PS4, and it’ll even allow you to arrange a replacement if it can’t be fixed.

To use this service click here and follow the on-screen instructions. You’ll need your PlayStation 4 console serial number to hand when using the service, so make sure you have this ready!

I hope this helps, but if you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail.

Thank you,


Douglas

Fortunately for me, Which UK had advised that I can still get the retailer to repair or replace, as they're of liberty to do so and urged me to contact Very.

A constant to and fro with them, constantly ignoring emails, when asked why they fail to reply they ask to resend and when we do resend, we receive a court and somewhat snotty reply back stating that it's now out of its warranty and I'm liable for the cost of repair.

More emails back and forward from them, quoting the Sales of Goods act and the error faced with the machine, I receive another email telling me that I have to prove to them that the console is at fault and that it's not through general wear and tear and that it lies in the manufacture process.

You are correct in which you state that you, as the consumer, can request for a repair or replacement however it is the retailers right to choose the remedy which is provided and we can also offer a repair if this is possible, in addition to the previously listed options.



For more information on the Sale of Goods Act please visit the Which consumer website here:



http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/?gclid=CLiH9Zqly8UCFSITwwodbzsAQg#link-5


If you wish for us to continue to help with your query please ask the account holder to email us, from the address stored on the account in question with a copy of the report from Sony (or from an independently conducted inspection) clearly stating that the faults you have experienced are due to a manufacturing defect.

I was wondering how I am supposed to obtain a report of the console being at fault, from Sony? Telephone support basically confirmed that the console is at fault, the online support simply asks for a serial number and states the console is out of warranty and I'll be subject to a £170 repair fee.

I'm totally lost now, as to how I can prove to Very that the console is at fault and that they should repair/replace it.

Any tips, guys?

BR

Dan

bris

It's true, you need an independent report to not just state the item is faulty but that the fault was inherent at the time of manufacture. It's easy for anyone to say it's faulty, not so easy to say why.


Even though the SOGA gives 6 years it is very difficult to enforce it.

eripmav

For something to fail from 15-20hrs use a week max, after a year, that's got to be something faulty at the point of manufacture.

Sony said to me that it's either the HDD at fault, or the RAM. But I can't convey that to Very, it was via a phonecall and I wouldn't know who to take it to to get the report.

Which? said to me:

Which? Convo ‏@WhichConvo 45m45 minutes ago
@xergal See heading 'expert reports': http://whi.ch/1cBV3o7 But doesn't necessarily have to be an expert report to prove it

Now, I work in the videogames industry and I can call upon journalists from various big named sites and magazines to state their knowledge on the fault. Would they be applicable?

bris

In court probably yes, a judge takes everything into consideration and will go on the balance of probabilities, well documented cases are reasonable proof.


The retailers know however that not many, very few in fact, will resort to court action and just give up.

eripmav

Cheers, Bris.

In the meantime, I had a response from Sony saying the following:

Hi Daniel,

Thanks for your recent contact with PlayStation Support regarding your console.

If this error is occurring on every game you will need to send your console for repair. If you reply with the serial number of your PlayStation 4 we will check the warranty status of the console, or you can use the link sent by my colleague to diagnose the issue and book a repair.

If you need further assistance with this or if you have any other questions regarding PlayStation products or services, please call PlayStation Support using the contact details below or reply to this e-mail. Quote xxxxxx-xxxxxx and one of our team will be happy to help you.

Thanks,


Brian
PlayStation Support

Now, is this something I can show to Very? Sony themselves saying that the console needs repair?

SeduLOUs

eripmav wrote: »

Cheers, Bris.

In the meantime, I had a response from Sony saying the following:

Now, is this something I can show to Very? Sony themselves saying that the console needs repair?

It' obvious the console needs repair, what you need to prove is that the fault existed at the time the console was manufactured, and is not something that has just developed over time with use.

Very's first and fairly plausible line of defence to this suggestion is that the console has been functioning properly for the last 12+ months.

The onus is on you to demonstrate it was broken all along.

wealdroam

eripmav wrote: »

For something to fail from 15-20hrs use a week max, after a year, that's got to be something faulty at the point of manufacture.

Why is that always going to be the case?

Neither Sony or Very know whether you have mistreated the goods. For all they know you could've bounced the thing down the stairs and now, magically, it no longer works properly.
As there has been a suggestion that this problem may be due to a hard disk failure, an inappropriate knock could possibly cause that.

Please don't come back and say "but I haven't dropped it", because I am not saying you have... just that you need a report confirming that the problem is due to an inherent fault.

eripmav wrote: »

Now, I work in the videogames industry and I can call upon journalists from various big named sites and magazines to state their knowledge on the fault. Would they be applicable?

I would suggest that even if you could demonstrate that this is a 'common problem', it is unlikely that Very would accept that as confirmation of an inherent fault. This is because you have not shown that the cause of the 'common problem' appearing on your machine is due to an inherent fault.

Just for the record, an inherent fault is one that was present at the time of the sale but not necessarily apparent at that time.

eripmav

But how would even an independent fault prove this? There's a ton of documentation on the error all over the net, with no one fixed cause. Some say it's hardware (like Sony) and some blame the OS itself that the PS4 runs.

It's such a hit and miss scenario, in terms of getting someone to fix it. Even the journalists I've liaised with have told me that it can hit anyone at any time and that Sony have no firm explanation as to why.

wealdroam

eripmav wrote: »

But how would even an independent fault prove this?

I don't know... I am not an engineer.

I have seen suggestions along the lines that an inherent fault could be due to something like a sub standard component being used which has failed prematurely... or a poorly assembled product, e.g. a dry solder joint.

eripmav wrote: »

There's a ton of documentation on the error all over the net, with no one fixed cause. Some say it's hardware (like Sony) and some blame the OS itself that the PS4 runs.

And by making that statement you have confirmed that you understand that your problem could be caused by any number of different issues... some of which may not be due to an inherent fault.

You need to confirm, by independent inspection, which issue caused your particular error.

eripmav wrote: »

It's such a hit and miss scenario, in terms of getting someone to fix it. Even the journalists I've liaised with have told me that it can hit anyone at any time and that Sony have no firm explanation as to why.

Because it is over six months from sale, it is for you to prove, on the balance of probabilities, that the problem is due to an inherent fault.

DCFC79

Use google to find a company/engineer who can provide you with the report.

eripmav

Thanks all. I'll peruse this via my means, wondered if any of you had had any experience with this situation.

Appreciate your time.