Too bad I ain’t that influential enough for one of the PR guys to respond to me. Oh well, at least they did reply to my support ticket that I send to them. Within it I did put a link to the article that explains the situation in detail. Knowing that they will not give a damn at all, I gave a brief write-up of the situation I am facing. Guess what they’re response is? Read on to find out how they dealt with a complaining customer.
So here is the full reply cut and pasted here for your viewing pleasure:
Dear Mr. Lee,
Thank you for your e-mail and interest in PS products.
Please be informed that we have checked the repair records of this case. Please note that the power failure might be caused by faulty fuse on the AC switch. Probable cause may be due to short circuit on the motherboard or a power surge when plugging-in to the power AC. Even if the previous reason for repair service was due to power cut off, this may further result in other issues as the motherboard was not repaired or replaced.
Thus, this is an entirely different problem concerning different parts even if the symptoms are the same. We can only advise that you visit the service center for machine inspection so we can confirm the problem.
As for the reported part/s not properly connected, this might be due to the console being dismantled without specialized knowledge of the PS3’s internal structure.
For updated information regarding our PS products, please feel free to browse our web site at http://asia.playstation.com/sg/en.
If you have further enquiries, please do not hesitate to contact us at http://asia.playstation.com/sg/en/support/contactus/.
Playstation product hotline tel: 800-8523-663 (Mondays to Sundays 09:00-20:00)Due to the holiday season, our service centers will have the following changes in their working hours.
Christmas Eve (Dec/24/2010): 11 am – 5pm
Christmas Day (Dec/25/2010): Closed
New Year Eve (Dec/31/2010): 11 am – 5pm
New Year Day (Jan/01/2011): ClosedThank you for your kind attention.
Best Regards,
Benny Garcia
Contact Centre
Customer Communications & Relations Department
Direct Touch Point Marketing Division
Ah… so let me break it down for you. If you’re not interested in the breakdown of whatever points they stated, what they have basically replied and after being summarized into one major point is: Hey it is not our fault. Go blame someone else.
First point they made:
Please be informed that we have checked the repair records of this case.
Wait what? I don’t remember giving you any of my console’s serial number nor did I have any follow up number that you can look into. Are you saying that you have spent time and effort to look for a case that has motherboard failure? I mean, seriously how many cases can there be within a time frame of a few months? Not many I guess but I really hope you got the right case. Can’t blame them though. This line is probably part of their template.
Please note that the power failure might be caused by faulty fuse on the AC switch
Let me get it straight, is the AC switch the back button of the ps3? If that is the case, I did mention that I tested for electric flow on the power unit itself. And yes, there was no flow at all, the power unit was damaged.
Probable cause may be due to short circuit on the motherboard or a power surge when plugging-in to the power AC.
Ok since I replied the first point of the faulty fuse being an invalid point, this serves no purpose at all. The fuse blown or not doesn’t matter, please explain why the internal power unit was damaged after sending in for repair or inspection, whatever you call it.
Even if the previous reason for repair service was due to power cut off, this may further result in other issues as the motherboard was not repaired or replaced.
Firstly, the previous reason for repair service wasn’t due to power cut off.
Secondly, why if the console was replaced back its original parts will result in further damages? Are you trying to say that your technicians are not qualified to do a proper job? And after they dismantle my ps3 they put back an xbox360 for me? Oh my, what are you saying? Because I didn’t want to pay to get my motherboard repaired or replaced, my power supply gets damaged and wifi gets dismantled?
Thus, this is an entirely different problem concerning different parts even if the symptoms are the same. We can only advise that you visit the service center for machine inspection so we can confirm the problem.
The symptoms aren’t the same, and no I will not pay for another damaging done to my ps3.
As for the reported part/s not properly connected, this might be due to the console being dismantled without specialized knowledge of the PS3’s internal structure.
Now pushing the blame to me? Oh come on, how is it possible that the internals get disconnected when I’m dismantling the external carefully. Besides if you know how the wifi component was connected, you wouldn’t even dare to make that statement. Please consult your technician first before making such statements. Oh of course unless your technicians rip apart consoles to see the inside, I don’t know.
And there you have a typical way of pushing the blame to everyone else except themselves. Please do reply, I really hope that you’ll shut my mouth for good. My mouth is kind of tired already. Or at least my fingers are.
I love the playstation console and I love products made by Sony. All I need is a proper explanation, and yes thanks for attempting but seriously whatever pointed out is way too generic and nothing actually applies. Oh well… and yes I might be getting a new console soon, Uncharted 3 anyone?
p.s: and of course this was the email content I sent to them (if you’re lazy to read the block of text in the other article):
Hello, Full story here: http://www.swiftworld.net/2010/12/19/be-careful-of-singapore-sony-playstation-service-center/ To cut short: I am very disappointed with the technicians or whoever that handled my PS3 console. After sending it for diagnosis, the PS3 returned was in even worse conditions then before. Your technician/personal called back to say that it was merely a “motherboard” problem yet in fact after it return even the power was not working. Opened up the PS3 myself and to my horror, your technicians did an extremely horrible job. Wifi component wasn’t plugged in at all! I have great doubts over how my working internal power supply has become faulty after your “diagnosis”. Will love to have a better explanation on this. Will do my best to bring this up as much as I can because I am very angry at how professional the technicians or whatever you guys did to “help” and “diagnose” my console. Thank goodness I didn’t send for you guys to “repair” the motherboard, god knows what might happen next. Regards, Lee http://www.swiftworld.net
[image by: shagy6six6 via flickr]
This is good to know. I don’t know much about sony’s product, so i need review. Thanks for the interesting and important information. Great article! I learned a lot.
If you have no power at all after pressing the RESET button or the red light blinks out almost immediately, you probably only need to replace the internal power supply (US$25). You already know how to open the unit, so replacing the supply is easy.
You might want to disassemble the power supply and test the 2 fuses. If either are blown, you found the problem.
We’ve only seen 1 PS3 whose motherboard was destroyed by a strong power surge. In all other cases, the power supply took the damage.
I assume from their email that they tried replacing the power supply, but who knows. Sounds like the tech gave up and simply stuffed the parts back in (WIFI card, etc) when he/she thought that the board was dead.
If all else fails, you can sell the PS3 for parts. The laser and disc drive alone are worth US$100 in The States.
Thought of getting a internal power supply, but ain’t that easy to find one here in Singapore.
You mean disassemble the internal power supply to check the fuse inside? And also I strongly believe the motherboard wasn’t damaged by the power supply since the power was perfectly working fine when the motherboard went haywire. The power supply only got damaged after the inspection or whatever they want to call it
Wow the spare parts inside can be sold for that much money in America? Too bad that doesn’t exactly apply here in Singapore though, at least I don’t think so. Don’t see many people taking in such parts.
P.S And thanks for the tips! You guys take in spare parts? Wouldn’t mind getting that extra funding. Shipping gonna be just a little problem though.