Sony PS4 consoles

pfogg

I bought a PS4 console for Xmas gift in Dec 2016. Warranty was for 1 year. At beginning of March 2018 Sony sent a software update which we installed on PS4. Following update installation PS4 stopped working. I contacted Sony on numerous occasion over the course of a week, including online chats. Sony made a number of suggestions for me to try to put the problem right, none of it worked. The console is locked in “safe mode” and unusable. Sony “experts” acknowledge that these software updates can “corrupt “ the hardrive, even stating there is a “disclaimer” attached to the updates (which I have never seen). Finally, the only option Sony offered me was to return console to them for “service” at a cost of £125 plus p&p. I only paid £199 for the console brand new, and feel that this is a rip off. I have challenged this for several weeks even sending an email to CEO. They will not budge and state that is the only option, the money is paid upfront irrespective of what repair is needed. I think this is an appalling example of corporate greed. Sony accept that some consoles have flaws when manufactured and so when an update is installed it can “ bring to light issues already present with the console” but they don’t accept any responsibility for this and still demand the money for repair. Has anyone else had a similar issue or had a dispute with Sony which they have resolved successfully?? Any help gratefully accepted, I have 2 very disappointed grandchildren.

ChuckMountain

Where did you buy it from ?

Your normal recourse is with the retailer as they have the contract with you under the Consumer Rights Act.

After the manufacturer warranty, Sony rightly or wrongly have no legal obligation to you to repair the device which is potentially why they are taking their view. Its not necessarily good customer service but that's how it is.

You need to go back to the retailer, don't let them pass you back to Sony and exercise your rights under the Consumer Rights Act

dekaspace

Interesting, assuming its the hard drive and not the console then its a easy fix though you lose all data and requires another hard drive.


Basically take old hard drive out (cover slides off and hard drive held in with a few screws) take it out put another one in and use usb stick with latest firmware to see if it works, if not your console isn't economically repairable.


Or if its just a hard drive error, you can take it out as above and format in a pc then place it back in ps4, means losing all data but means console is usable.


But hard to tell and maybe beyond your expertise.


EDIT and another simpler method which won't require taking hard drive out but still will delete everything is to reinitialize.

ChuckMountain

But you would have hoped Sony would have tried that as part of their suggestions they asked the OP to do?

Whilst I agree changing the hard drive is relatively painless, you still have to buy one, it might not be the underlying fault.

Given the device is only 18 months old and so if bought new from a retailer the OP has come back with them particularly if there is a known manufacturing defect. He can claim under the EU 2 year rules from the retailer (not the manufacturer). The Consumer Rights Act also provides protection and either would be a method of getting it repaired properly at no cost to the OP.