Nov 14, ‘07 — FoxBusiness is reporting on Sony refusing to do a warranty repair on one of its PlayStation 3s because the console is “too dusty,” citing the console owner.
The Los Angeles-based gamer said Sony Computer (SNE) would not honor its 1-year warranty on his $500 console because the game system arrived at its technical support center with “excessive dust in it.”
“When I learned that Sony wouldn’t replace my Playstation because it was too dusty, I paused for a minute because it seemed so ridiculous,” said Reid Godshaw, the owner of the dusty Playstation.
The dirty Playstation story has flown around the blogosphere – especially on The Consumerist, a consumer-affairs blog where the story originated. The posts regarding the PS3 have gotten more than 150,000 views and have received more than 600 comments from readers.
Godshaw said the Playstation, which was a gift, stopped working last month, so he called the company after the malfunction and asked for a replacement.
After he put the PS3 in the mail, Sony called him to let Godshaw know that it had arrived in “good condition” and Sony would go ahead and diagnose the problem.
That’s when the trouble began, Godshaw said.
He said a technical support representative by the name of “Neil” called him back later that day to let him know that technical support had looked at the console, and determined that it was too dusty to replace. The decision was final.
According to Sony’s warranty on the PS3, the console is covered by “material defects in material and workmanship” but the warranty would be void if damaged by “acts of God, misuse, abuse, negligence, accident, wear and tear, unreasonable use or by other causes unrelated to defective materials or craftsmanship.”
Dust isn’t mentioned.
According to Godshaw, Sony’s technical support said that dust was related to negligence and therefore the console was not covered by the 1-year warranty.
“The guy said there was nothing they could do except either mail me my broken PS3 to me, or I would have to pay $150 for an out-of-warranty replacement,” Godshaw said.
However, in a recording that Godshaw made that he posted on The Consumerist, a Sony representative said specifically that dust is not a reason why Sony would not replace its console – sending mixed messages about dust.
While the general customer service representatives, who usually don’t have the authority to make warranty replacement decisions, told him that the situation was ridiculous and it should be replaced – the people on the technical side were incredibly rude, Godshaw said.
Godshaw said one manager by the name of Daria Woo told him Sony took pictures documenting the dust was inside the PS3, but would not share them. The pictures were “property of Sony,” and would have to be subpoenaed if Godshaw wanted to see them, he said the manager told him.
This leaves Godshaw in a customer service “Catch-22.” Sony’s technical support said the console is too dusty and won’t replace it, but Sony won’t show him. Like many electronic companies policies, customers are not allowed to open the inside of these products because it voids the warranty. He’ll have to take Sony’s word that excessive dust killed his toy.
The Playstation 3 is in last place in sales in the next-generation console war, according to consumer research firms. More at FoxBusiness.