PS4 console cosmetically damaged through repair service. Where do I stand?

Tomis000

Hi,

I bought a PS4 in April 2014 through Tesco, which came with a 2 year warranty. The console recently developed a fault where it randomly ejects discs and starts beeping. It also turns itself on beeping madly. After calling Tesco they put me through to SquareTrade as they stated that SquareTrade dealt with the 2nd year of the warranty.

I received the console back 2 days ago on Saturday 18th July, and it returned to me with lots of scratches down the side of the console. It appears as if the tool they have used to open to console has severely scratched the outer casing.

After speaking with SquareTrade they have informed me that they took photos before sending it back to me which show no scratches and therefore they are not willing to accept responsibility. They would not show me evidence of these photos and expect me to just accept the console in this damaged condition. They had no response to me suggesting how could they prove the photos they took were just before they sent it to me and not at the point of receiving it (before they damaged it). In addition to that, the original issue of the beeping and disc ejecting has not been resolved. So I'm in a worse off situation than when I sent the console to them.

I've spoken back to Tesco and their customer service chap on the phone has agreed to look into the matter further, but stated that the issue is with SquareTrade and that they may be able to offer little or no resolution for me.

Where do I stand with this? Is there anything I can do or am I just to accept that my £349 PS4 is now damaged as well as faulty?

(Apologies for the massive photo, I couldn't work out how to reduce it)

wealdroam

Tomis000 wrote: »

Where do I stand with this? Is there anything I can do or am I just to accept that my £349 PS4 is now damaged as well as faulty?

Are you saying they have not even repaired the original fault?

chickendipperbabe

Its basically a case of your word against theirs. What gets me, why would they even need take external photographs? I know some repair companies take internal pictures to show evidence of liquid damage to justify refusing a repair.

Its not nice when this happens especially when you look after your stuff. I had something very similar with a phone repair (under warranty) that came back like it had been gone over with sand paper.

Tomis000

I am. I mentioned this to the representative at SquareTrade and they said with intermittent faults if the fault doesn't develop with them during the period they have possession of it they simply send it back to me. They stated that they removed a lot of dust from inside the console and said the issue was to do with overheating, although this couldn't be true as the issue would arise when I hadn't been using it and it was still cold.

The fault is intermittent, it will occur either not at all for a day or every 2 minutes for an hour, or until I unplug it.

boo_star

Wouldn't the exif data in the file show the time and date the photo was taken?

I suppose it's all academic though since they won't send you the photos anyway.

Tomis000

chickendipperbabe wrote: »

Its basically a case of your word against theirs. What gets me, why would they even need take external photographs? I know some repair companies take internal pictures to show evidence of liquid damage to justify refusing a repair.

Its not nice when this happens especially when you look after your stuff. I had something very similar with a phone repair (under warranty) that came back like it had been gone over with sand paper.

Did you manage to gain any resolution?

Tomis000

boo_star wrote: »

Wouldn't the exif data in the file show the time and date the photo was taken?

I suppose it's all academic though since they won't send you the photos anyway.

Yes I didn't think of that. Although as you say they won't send them to me anyway. They have a 'repair' depot, a call centre and a head office, and the only people I can speak with is the call centre (who don't have the photos)

Tomis000

I intend to write a letter of complaint to their head office, does anyone know which Acts they have breached by failing to deal with this issue? Will it be the complaint about services under the 'how to complain' section of this site?