PS3 Faulty Laser - Lost Receipt - No Help from Tesco - Console Repair

snakeater

Hi all,
I just had a really bad combined experience with Sony and Tesco in relation to my PS3 and I just thought I'd let people know as a warning,

I receieved a PS3 for Christmas which had been bought by a relative of mine at Tesco. About three weeks ago I was playing Rainbow Six Vegas when all of a sudden the game froze. No big deal I thought just do the old turn it off turn it on again routine. Anyway did that, tried the game wouldn't read the disc. Tried some more games, cd's dvds etc wouldn't read them either. So I rang sony.

I'm sure alot of you know the problem was that the laser had failed on my console as since this happened I've discovered it happens frequently enough. Anyway, was the first Sony had heard of it. Afer being put on hold for 15 minutes they told me to completely re-format the console. Which I did and it didn't work. Rang them back gave them all my details etc informing them I didn't have a receipt for the PS3 as I got it as a gift. They said that's fine, the warranty covers this kind of thing and they'd send me a letter giving me details on how to recieve a new console.

Two and a half weeks later no letter. So I ring them back, put on hold twice then they inform me that since i bought it in Tesco my gaurantee doesn't count. In other words, he said Tesco are not supplied with PS3's directly from Sony so if I don't have a receipt tough ****e. There's nothing they can do for me. I didn't have a reciept so Tesco were happy to tell me there was nothing they can do. Which I know is within their rights.

So I rang consumer connect and they told me the same thing. Tesco don't have to replace my shoddy PS3 cause I don't have a receipt and Sony don't have to do anything either. She advised me to write a strongly worded letter to Sony Ireland to " appeal to their better nature".

It was very frustrating as having spent at least €1000 on games and extras for the PS3 that here I am stuck with a big lump of useless plastic.

SO really I'm just warning people not to buy from Tesco and if you do keep your receipt. Perhaps even take a photo of you paying for the PS3 at the till and pose handing over the cash to the cashier. Also if anyone buys you a PS3 demand to know where they bought it and refuse to take it unless they give you a reciept, otherwise if your PS3 does break down you'll get a patronising phone call telling you your warranty and your ps3 are worthless.

So I searched around on the net and found http://consolerepairsdublin.com/
I phoned the guy there and that evening he replaced the laser on my PS3. It only took 15 minutes. Really genuine fella and of course it wasn't the first time he'd seen this problem with PS3s. It was a real relief as I was at my wits end ringing around Tesco and Sony trying to get somewhere. He was very professional and even gave me a 6 month guarantee on the new laser. So now after three weeks I finally have my PS3 back in working order. Honestly if this kind of thing happens to any of you, I'd reccomend to get it repaired it's alot quicker and stress free than having to deal with assholes in call centres.

Kensington

It's not just Tesco's that do this, it's anywhere you buy a PS3 (or most electrical items for that matter) - your receipt is your guarantee. Without it you have no comeback, unless you paid by cheque/card AND can trace the payment to prove you bought it at said store.

Plascebo

How much did it cost to get it repaired?

ongarite

Sorry for your trouble but Sony were under no obligation to repair your PS3 for free and Tesco were under no obligation to replace/repair your PS3 also.

Within first yr of purchase, your console or any electrical item (TV) must be returned to place of purchase. Seeing as you had no reciept of any kind from place of purchase, they rightly refused to accept the faulty product.
Where was the proof that you bought it from them?

Glad you got it fixed in the end but remember keep the reciepts for any electronic good for at least 2 yrs.

Lesson learned..

New thread title:
PS3 Faulty Laser - Lost Receipt - No Help from Tesco - Console Repair

witnessmenow

Going by there regular charge i would imagine something in the region of €100.

The part is about €40 though

skywalker

snakeater wrote: »

they inform me that since i bought it in Tesco my gaurantee doesn't count. In other words, he said Tesco are not supplied with PS3's directly from Sony so if I don't have a receipt tough ****e.

I dont understand this at all. Theres either a manufacturers warrenty or not. Which retailer you buy from shouldnt come into the equation.

witnessmenow

snakeater wrote: »

I'm sure alot of you know the problem was that the laser had failed on my console as since this happened I've discovered it happens frequently enough. Anyway, was the first Sony had heard of it.

Thats such a steaming crock of sh1t... As you said it happens frequently enough.

They gave me the exact same response with my broken disk saga, and they also gave the exact same response to anyone else i found on the internet who suffered a similar fate. Sony went way down in my books after reading this

ongarite

skywalker wrote: »

I dont understand this at all. Theres either a manufacturers warrenty or not. Which retailer you buy from shouldnt come into the equation.

There is a manufacturer warranty but the retailer is the interface.
An example:
You buy HP laptop in PC World, faulty after 6 months.
Who do you contact over the the faulty laptop. Not HP but PC World.
You arrive into PC World with laptop, they ask for reciept, you have lost it, they ask for CC or Laser statement with transaction date,amount on it, you have lost it.
PC World kindly ask you to leave, you post on boards.ie

Can't you see the reasoning witnessnenow.

Kintarō Hattori

snakeater wrote: »

Perhaps even take a photo of you paying for the PS3 at the till and pose handing over the cash to the cashier. Also if anyone buys you a PS3 demand to know where they bought it and refuse to take it unless they give you a reciept, otherwise if your PS3 does break down you'll get a patronising phone call telling you your warranty and your ps3 are worthless.

I was wanted to state this in a clear and concise manner but I failed and all I can say is 'You can't be serious, surely!' Take a picture while paying for it at the til in full pose or refuse the gift! That'll go down well. I'm sure it'll be the last gift you receive from that person for a while.

snakeater wrote: »

So I searched around on the net and found http://consolerepairsdublin.com/
I phoned the guy there and that evening he replaced the laser on my PS3. It only took 15 minutes. Really genuine fella and of course it wasn't the first time he'd seen this problem with PS3s. It was a real relief as I was at my wits end ringing around Tesco and Sony trying to get somewhere. He was very professional and even gave me a 6 month guarantee on the new laser. So now after three weeks I finally have my PS3 back in working order. Honestly if this kind of thing happens to any of you, I'd reccomend to get it repaired it's alot quicker and stress free than having to deal with assholes in call centres.

You've conviently found a solution to the problem and are quick to heap the praise on this individual. I'm sorry if I'm overly cynical but this just read like an advert, though cleverly done.

snakeater

Plascebo wrote: »

How much did it cost to get it repaired?

It cost 80 euro. And he fixed it there and then no waiting around.

r3nu4l

snakeater wrote: »

It cost 80 euro. And he fixed it there and then no waiting around.

Did you keep the receipt?

bennyob

Or take a photo?

Mossy Monk

Why would anyone expect to have something replaced/repaired under the guarantee if there is no receipt?

311

Sony seem to be charging €250 for repairing out of guarantee PS3's.

The price was posted by a few people on various sites.

Wonder what will happen me for my second year?.

I bought my PS3 in GAME last september, bought FIFA 08 with it, had a problem with FIFA and returned it and was issued a new receipt(my playstation 3 receipt was also on there with the FIFA one) i noticed later that my receipt for the PS3 was gone and went back the next day, the fella working said since i got it with my GAME card it was on there system anyway and thats probably why they did'nt give my original receipt back to me, i know i'm covered for a year with GAME but what about my second year, should the emphasis be on GAME to sort it since i was told everything was fine?

Helix

ive never understood why people dont lob their reciepts in the empty box after theyve taken everything out

whiterebel

ongarite wrote: »

There is a manufacturer warranty but the retailer is the interface.
An example:
You buy HP laptop in PC World, faulty after 6 months.
Who do you contact over the the faulty laptop. Not HP but PC World.
You arrive into PC World with laptop, they ask for reciept, you have lost it, they ask for CC or Laser statement with transaction date,amount on it, you have lost it.
PC World kindly ask you to leave, you post on boards.ie

Can't you see the reasoning witnessnenow.

Different example:
Buy an Apple MAC anywhere - problem? -Ring Apple. Apple input serial number into system, if its in warranty, they fix. If its outside warranty, but you say you bought it within 12 months, fax in the receipt. Sometimes PC World or whoever have old, boxed stock. Once its boxed and sealed, Apple still have to honour the warranty. As its a manufacturers warranty, they deal with it, not the retailer.

I don't think I'd take that crap off Sony - If its definitely bought within 12 months, and its a genuine Sony product they should fix it, receipt or no receipt. Did the OP get the Tesco vouchers with it? I wouldn't let them away either, if they are selling grey market, which seems to be what Sony are implying.

witnessmenow

I wasnt talking about tesco, i was talking about sony saying they'd never heard of that before

ongarite

Apple are the exception to the rule, always have been. They insist you deal with them rather than the retailer.

How can Sony tell it was bought within 12 months without a receipt? The PS3 could be sitting in a warehouse for many months before being sold.

Its more a Tesco issue rather than Sony's IMO.

witnessmenow

Ps3 were released in ireland in march 07 so there is a very very small chance its out of warranty. Also if the op got it at christmas like i think remember reading its a 40gb which have only been out since september or october

byte

That's true. Usually, there is a way for manufacturers to check when the product was manufactured, via a barcode or the serial number. (some just put in the date as normal on the label containing serial number)

whiterebel

ongarite wrote: »

Apple are the exception to the rule, always have been. They insist you deal with them rather than the retailer.

How can Sony tell it was bought within 12 months without a receipt? The PS3 could be sitting in a warehouse for many months before being sold.

Its more a Tesco issue rather than Sony's IMO.

Serial number would be a start.

Helix

can you get a receipt off someone else you know who got a ps3 and use that to bring it back to where they got it, where theyll change it without bother?

or bring it back to gamestop, theyre generally bang on and will replace it without a receipt

christ i know a bloke who was telling gamestop his 360 was dead and they told him to bring it back in to swap it for a new one, he told them he hadnt bought it there, and they said it didnt matter, they got replacement stock from microsoft for them anyway so it made no odds whether it was bought there or not, once it was irish stock

Doctor DooM

This would already be closed if it was in the consumers forum...

Here's a little thing called "the law" for all those ranting about how Sony behaved here..

All electrical goods in Ireland retain a one year guarantee upon production of a receipt.

This guarantee is with the retailer not the manufacturer, as long as you produce a receipt.


You are entitled to a repair, replacement or refundwhich the retailer can decide upon (although the customer may request another option) on production of receipt.

You know what rights you have without a valid receipt?

None.

Sony doesn't even technically have to field a direct call, they could tell you to contact the place of purchase as its their responsibilty.

The reseller has no responsibility as you cannot prove you bought the goods there.

Keep your receipts for electrical goods.

Doctor DooM

witnessmenow wrote: »

I wasnt talking about tesco, i was talking about sony saying they'd never heard of that before

The person you were talking to might NOT have ever heard of the issue before. Doesn't mean Sony hasn't.

ongarite wrote: »

Apple are the exception to the rule, always have been. They insist you deal with them rather than the retailer.

How can Sony tell it was bought within 12 months without a receipt? The PS3 could be sitting in a warehouse for many months before being sold.

Its more a Tesco issue rather than Sony's IMO.

And yet there is a thread over in Consumer Issues complaining that they had to deal with Apple, not the shop... you can't win.

whiterebel wrote: »

Serial number would be a start.

It is not the resellers responsibilty to prove the customer purchased the goods. The onus is on the customer to retain it. Is ot good customer care? No. Vote with your feet and don't use tescos again.

snakeater

r3nu4l wrote: »

Did you keep the receipt?

haha I did actually.

snakeater

eo980 wrote: »

I was wanted to state this in a clear and concise manner but I failed and all I can say is 'You can't be serious, surely!' Take a picture while paying for it at the til in full pose or refuse the gift! That'll go down well. I'm sure it'll be the last gift you receive from that person for a while.



You've conviently found a solution to the problem and are quick to heap the praise on this individual. I'm sorry if I'm overly cynical but this just read like an advert, though cleverly done.

It really did happen I've the broken removed laser as a souvenir. after all the annoyance of having a broken PS3 I'm sure you can appreciate it was a relief to have it fixed albeit costing 80 quid. I just thought the guy who fixed it deserved a mention. When I wrote it I tried not to make sound like an ad. The only reason he could fix it that day was because he's based in Bray and I live there so I just drove over to his house.

As for the photo thing it was tongue in cheek, of course it would be ridiculous to take a photo buying your console or demand reciepts from relatives donating gifts.

snakeater

SDooM wrote: »

This would already be closed if it was in the consumers forum...

Here's a little thing called "the law" for all those ranting about how Sony behaved here..

All electrical goods in Ireland retain a one year guarantee upon production of a receipt.

This guarantee is with the retailer not the manufacturer, as long as you produce a receipt.


You are entitled to a repair, replacement or refundwhich the retailer can decide upon (although the customer may request another option) on production of receipt.

You know what rights you have without a valid receipt?

None.

Sony doesn't even technically have to field a direct call, they could tell you to contact the place of purchase as its their responsibilty.

The reseller has no responsibility as you cannot prove you bought the goods there.

Keep your receipts for electrical goods.

I understand the no receipt no return policy thank you. It was just unlucky I never had a receipt in the first place.

My gripe with Sony is the fact that two weeks ago they told me they were going to replace my PS3.

I had to ring them to find out that the situation had changed. They had my e-mail address and mobile and they even admitted they should have contacted me to tell me they weren't gonna replace it.

Furthermore they advised me to completely re-format my console to fix the problem. Which did nothing but delete everything I had saved on it.

311

snakeater wrote: »

Furthermore they advised me to completely re-format my console to fix the problem. Which did nothing but delete everything I had saved on it.

That does work for a lot of people ,a hard reset can get the ps3 reading discs again.

witnessmenow

SDooM wrote: »

The person you were talking to might NOT have ever heard of the issue before. Doesn't mean Sony hasn't.

When i was told this the person specifically said we've

Fair enough in my case, i've found only a few reported cases of ps3 cracking disks but if customer service reps aren't informed about common faults like the laser stopping working then thats fairly sh1t customer service.

Would you be happy if you rang microsoft about RROD on a 360, got through to someone there on there first day and they told you sorry nothing we can do I've never heard of that before.

whiterebel

witnessmenow wrote: »

When i was told this the person specifically said we've

Fair enough in my case, i've found only a few reported cases of ps3 cracking disks but if customer service reps aren't informed about common faults like the laser stopping working then thats fairly sh1t customer service.

Would you be happy if you rang microsoft about RROD on a 360, got through to someone there on there first day and they told you sorry nothing we can do I've never heard of that before.

We were TOLD in Apple NEVER to acknowledge a "known problem" until there was something put on the website. When they had a particular model of laptop with a dodgy graphics card, we were fielding loads of calls a day and telling people to bring it for OOW repair at their own expense. They had to cough up an extended warranty and return people's money about 8-10 months after. Thats why its always worth logging faults with any machine you buy, and build up a history on it if necessary

I still think Sony are being extremely shoddy over this. They can tell from the serial number the month and date of manufacture. Especially if its a 40GB, it can't be out of warranty.

cabrwab

Im scared!

Gift PS3, don't know about the reciept. touching wood don't break!

snakeater

Since it happened to me I searched around on the net and found a good few people who's laser stopped working after a game had crashed.

From what I can tell from reading people's experiences, if your playing and a game ever does crash, don't turn off your console. Instead, hold on the eject button for about ten seconds and this should eject the game for you. Then turn the console off. This should prevent the laser from failing.

Is there anyone out there with a better knowledge of the workings of a PS3 who could give people advice on what to do if their game crashes and they don't want their laser to fail? I hate for it to happen again.

BTW my console is a 40GB bought last December.

byte

snakeater wrote: »

From what I can tell from reading people's experiences, if your playing and a game ever does crash, don't turn off your console. Instead, hold on the eject button for about ten seconds and this should eject the game for you. Then turn the console off. This should prevent the laser from failing.

Hmm, interesting. Must keep it in mind!

monument

ongarite wrote: »

New thread title:
PS3 Faulty Laser - Lost Receipt - No Help from Tesco - Console Repair

Done.