It's not always an easy situation for us as support professionals to be in need of assistance. There is that adage about doctors being the worst patients and lawyers being the worst type of clients.
What did you notice the last time you were on the receiving end of support? Was there anything you took away from the interaction that will change your practice?
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I've had to have my PS3 repaired twice. first time it was in warranty and the 2nd time it wasn't. Both times my experience was about the same as yours - very fast. I was impressed with the customer support rep I spoke to on the phone each time, and like the fact that they send you an empty box with everything you need to ship your PS3 in - including tape for the box!
a lot of repairers give out a repair report so you know exactly what they did.
looks like Sony don't want their problems getting out.
looks like Sony don't want their problems getting out.
New PS3 not backward compatible with my PS2 games!
bummer.
bummer.
LMAO.
If it was, I have this bridge you can buy. Unlike those rip off Sony products it will quite happily accomodate your current car.
My friend had this problem crop up. Older PS3 models would play PS2 games, but later revisions won't. My friend had one that would, but needed repair. They sent him back a refurbished newer rev. model that won't play his PS2 games. He is still trying to get it corrected...
Very early models had hardware compatibility, then there was a shift to software compatibility, then none at all.
It is a feature I really would like (no worries about memory cards). Too bad used ones are hard to find.
It is a feature I really would like (no worries about memory cards). Too bad used ones are hard to find.
The backwards-compatible models have really held their value on the secondary market. That was one reason I decided to try and pursue repair with mine. I figured I could get the machine factory repaired for cheaper than I could by a second-hand unit to cannibalize parts from.
Two weeks later and the PS3's still working fine. I'm happy with my repair.
Two weeks later and the PS3's still working fine. I'm happy with my repair.
I've also spent waaaaay too much time on the front lines in various support centers (have since moved into internal development & support, which has done wonders for my sanity and ramped the psychosis back down into mild socipathy. Too many years in call centers is bad for anyone).
A few years ago I got a Wii for the kids (well, okay, me too), and had the drive die with a gamecube game stuck in. I emailed in to Nintendo support, and they the package to me and then the console back to well inside two weeks. Also very little in the way of support information, but good package tracking, and a turn around time that I don't think could be beat.
Contrast with XBox support, or even a call to local TV/ISP support, they're worlds ahead.
A few years ago I got a Wii for the kids (well, okay, me too), and had the drive die with a gamecube game stuck in. I emailed in to Nintendo support, and they the package to me and then the console back to well inside two weeks. Also very little in the way of support information, but good package tracking, and a turn around time that I don't think could be beat.
Contrast with XBox support, or even a call to local TV/ISP support, they're worlds ahead.
I think any time you send a unit in to the manufacturer it's a crap shoot as far as turnaround time and a solid repair goes, and it's good to hear it turned out well.
Like yourself, I would like to know the diagnosis, but I would also like to know what your costs were?
Like yourself, I would like to know the diagnosis, but I would also like to know what your costs were?
...$149 plus tax in the US for an Out of Warranty service. That's flat rate and it includes all the shipping. All the details are on their web site.
I researched whether it made sense to go with another company for the repair, or even attempt to do it myself. I finally decided that while I know PC repair, I was much better off working with Sony because their work would put my system back in warranty for 90 days. Also, I wouldn't have to worry about getting shoddy used parts.
I researched whether it made sense to go with another company for the repair, or even attempt to do it myself. I finally decided that while I know PC repair, I was much better off working with Sony because their work would put my system back in warranty for 90 days. Also, I wouldn't have to worry about getting shoddy used parts.
In the UK, had a verbal agreement that the video card was at fault, Sony arranged for straight pickup/replacement inside three days. The courier provided the box for the return with the delivery of the replacement. AAA+ quality service from Sony. Wish I could say the same for PCWorld. I have had over 15 years 1st/3nd line support experience and wish that could have given the same quick turnrounds to some of our remote sites.
One major problem Im facing with Sony now is that I have 5 Ps3's. When one of them YLOD I sent it for repairs, but they were not able to repair it, so I got a replacement. The problem was that I was not able to DEACTIVATE my broken PS3 from my PSN account. When I got the replacement I was not able to use it on my PSN account because I had already used the maximum number of PS3 registered on a PSN account which is 5. Normally you are able to activate-deactivate your Ps3 anytime you want, but when it brakes, there is no way to do so, which means it accounts to another useless Ps3 on your network account. Sony does not want to reset my Ps3's on my account, and when I spoke to one of the supervisors, all he told me was that I shouldnt have that many Ps3's. I should only own one, so I dont run into this problem.
conclusion: Lame!!! and now with the release of the slim, Ill need to start a whole new PSN account just for that one.
conclusion: Lame!!! and now with the release of the slim, Ill need to start a whole new PSN account just for that one.
1. When I'll get there. Once I'm on site, they aren't interested in looking over my shoulder unless it's a major outage (pharmacy printer, point-of-sale controller or store server, etc.)
2. If I have to order parts, when they will arrive.
3. When I will return for the final repair.
For the most part, my customers are happy with my work. At least, I keep getting customer satisfaction bonuses (i.e. gift cards!)
I wish some of the repair organizations I work with were as open. The two best are actually software vendors; even at 0200 in the morning, I get consistent 15- to 30-minute response from their pager line. The two worst are hardware vendors; both cancel warranty parts requests (without telling you!) if their database doesn't reflect that the device exists.
2. If I have to order parts, when they will arrive.
3. When I will return for the final repair.
For the most part, my customers are happy with my work. At least, I keep getting customer satisfaction bonuses (i.e. gift cards!)
I wish some of the repair organizations I work with were as open. The two best are actually software vendors; even at 0200 in the morning, I get consistent 15- to 30-minute response from their pager line. The two worst are hardware vendors; both cancel warranty parts requests (without telling you!) if their database doesn't reflect that the device exists.
Warranty support and manufacturing don't talk to each other at all. I've had T640 printer warranty requests refused because "That model number/serial number does not exist" or "No results found for &model/&serial."
They have no central database of what has actually been made!
They have no central database of what has actually been made!
I'd like to know if you were able to determine what company actually did the service (it wasn't Sony). Do you have the address where you sent it? if so, please email me. SMGLADDEN@yahoo.com
Thanks a lot.
Thanks a lot.
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