PS3 Slim - Goosed After Just 3 Months

Porninferno

Hi All

Just baffled by what's just happened really. Delighted to find I'd have a few free hours alone today so started up my PS3 Slim to see this:

Cannot start.
The Correct Hard Disk Cannot Be Found.

I purchased this Slim on launch day, 1/9/09. I've played one game on it, Uncharted Drake's Fortune which I thouroughly enjoyed BTW, really great game and was looking forward to Uncharted 2 from Santy.

Maybe spent a total of 22 to 30 hours gaming at the very most. Never played a BD on it. The console is not kept in a confined space, open "cabinet" to all four sides, so no overheating problems.

Is there any way of retrieving game saves or personal data before I return the console?

Utterly baffled. 3 Months and 30 hours of gaming and I'm faced with the prospect of replacing my new PS3 Slim. Was told I'd only be supplied with a refurb model by the Irish retailer but Sony UK (helpline people) have informed me that it should be a new model as even they have no remanufactured models of the PS3 slim to distribute to UK customers.

Worried what will happen to personal data when I return the console as I've set my PSN account to "remember" my password - never ever done that before and don't even do it on my Xbox 360 gold account.

Just be advised - please keep all receipts, boxes, bags - keep everything related to the purchase of your new console.

ongarite

Have you tried removing and re-inserting the HDD?
Tried to access the Recovery Menu buy holding down the power button?

Porninferno

ongarite wrote: »

Have you tried removing and re-inserting the HDD?
Tried to access the Recovery Menu buy holding down the power button?

Yup. Called Sony and they talked me through the recovery process. No recovery menu ever appeared, just the error message. I'm sure even the guy who was talking me through the recovery instructions sounded baffled.

Taking it back today hoping to get a new console.

jmx009

I have never heard of anyone having problems with their ps3 that soon after purchase.
I feel sorry for you mate.

Porninferno

jmx009 wrote: »

I have never heard of anyone having problems with their ps3 that soon after purchase.
I feel sorry for you mate.

Cheers Man!! Off to the shop after lunch with my Sony reference number and fingers firmly crossed!

GothPunk

Porninferno wrote: »

Cheers Man!! Off to the shop after lunch with my Sony reference number and fingers firmly crossed!

You are fully entitled to get a new console within the first year of the machine's life, so I really hope when you leave that shop that a new Slim is in tow. If you have a Sony reference number you should be grand.

I wouldn't worry too much about you personal info, it sounds like the HDD has gone, and that is where that info is saved. I'm sure Sony would wipe the HDD anyway if it's going to be refurbished.

TestTransmission

GothPunk wrote: »

You are fully entitled to get a new console within the first year of the machine's life, so I really hope when you leave that shop that a new Slim is in tow. If you have a Sony reference number you should be grand.

I wouldn't worry too much about you personal info, it sounds like the HDD has gone, and that is where that info is saved. I'm sure Sony would wipe the HDD anyway if it's going to be refurbished.

No,he's not.

Porninferno

jackncoke wrote: »

No,he's not.

As it stands the information I now have is as follows:

One is only entitled to a new console if it fails within the first 28 days.

Failure after the first 28 days would entitle me to a refurbished console.

My console is three months old and as such I am only entitled to a refurbished console.

Sony UK have informed me that in the event that there are no refurbished consoles to hand, the store should offer me a new console once my receipt is accompanied with the Sony reference code.

In passing, polite conversation with the chap I just spoke to on the Sony help-desk he mentioned that he would be amazed if they had any refurbished slim consoles as the failure rate was still quite low and they only refurb consoles after a certain period of time has passed.

I am not quoting here, we were just chatting while he was helping me out and I only mention it as it bears some relevance to my situation with regards to the lielihood of getting a refurbished console against a new one.

Anyway, I'll know more in a few hours when I get to the store! I'll post back with the results later on.

Thanks all for reading.

Redzer7

Feel sorry for ya mate, I got mine on Christmas so hopefully it doesn't go for a good while yet *touch wood*.

GothPunk

jackncoke wrote: »

No,he's not.

Are you sure about that? I'm willing to admit I'm wrong, what I said was based upon what I've read people here say (some of whom have said they exchanged a faulty console for a new one in Symths, so long as they had a reference number from Sony) and what consumerconnect.ie has to say.

ConsumerConnect.ie wrote:

Q6. I have a faulty product but the store policy states they won't accept returns after 28 days. What are my rights?
The retailer cannot put a time limit of 28 days on the return of faulty goods. This period generally refers to the retailer's policy regarding consumers exchanging goods that are not faulty.
The Sale of Goods and Supply of Services Act, 1980 covers faulty products. While this does not stipulate a time limit for the return of faulty goods, it is the consumer's responsibility to act promptly, bearing in mind the cost and expected lifespan or "shelf life" of the product.

I figure if a console comes with a one-year warranty as standard, the 'shelf-life' is at least one year? Assuming the consumer has taken care of the machine etc.

CombatCow

Thats unfortunate OP, sounds like the hard drive died rather than a slim hardware fault.


CC

TestTransmission

GothPunk wrote: »

Are you sure about that? I'm willing to admit I'm wrong, what I said was based upon what I've read people here say (some of whom have said they exchanged a faulty console for a new one in Symths, so long as they had a reference number from Sony) and what consumerconnect.ie has to say.

Yes,he is not entitled to a replacement,its goodwill if he gets one

GothPunk wrote: »

I figure if a console comes with a one-year warranty as standard, the 'shelf-life' is at least one year? Assuming the consumer has taken care of the machine etc.

An electronic good doesnt have a shelf life,a shelf life only refers to perishable items which are given a time until they are considered unsuitable for sale or consumption

Hardware fails,its unfortunate,but it happens.

whiterebel

GothPunk wrote: »

Are you sure about that? I'm willing to admit I'm wrong, what I said was based upon what I've read people here say (some of whom have said they exchanged a faulty console for a new one in Symths, so long as they had a reference number from Sony) and what consumerconnect.ie has to say.


I figure if a console comes with a one-year warranty as standard, the 'shelf-life' is at least one year? Assuming the consumer has taken care of the machine etc.

GP read the bit you quoted properly - they won't accept returns.....at all by the looks of that. It is actually answered in line 2.......

GothPunk

jackncoke wrote: »

Yes,he is not entitled to a replacement,its goodwill if he gets one

I'm pretty sure that's not true. I've only ever heard 'goodwill' applied to people who changed their mind within 28 days or to people who were returning faulty goods outside of the manufacturers warranty. Sure he may not be entitled to a 'new' replacement Slim but he's certainly entitled to a refurbished console as a replacement. As Sony have no refurbished units then he should be provided with a new Slim. He is entitled to that as the console is faulty.

jackncoke wrote: »

An electronic good doesnt have a shelf life,a shelf life only refers to perishable items which are given a time until they are considered unsuitable for sale or consumption. Hardware fails,its unfortunate,but it happens.

That's not what the quote from ConsumerConnect says. It says "The Sale of Goods and Supply of Services Act, 1980 covers faulty products. While this does not stipulate a time limit for the return of faulty goods, it is the consumer's responsibility to act promptly, bearing in mind the cost and expected lifespan or "shelf life" of the product." Is the expected lifespan of a €300 console really only 29 days, or in this case, 3 months? Of course hardware fails but I'm willing to bet that you could win any case in the SCC brought against a retailer who wouldn't refund/repair/replace a €300 console that experienced a hardware failure after 3 months.

whiterebel wrote: »

GP read the bit you quoted properly - they won't accept returns.....at all by the looks of that. It is actually answered in line 2.......

I'm not sure I follow you. The quote from ConsumerConnect.ie says that "The retailer cannot put a time limit of 28 days on the return of faulty goods. This period generally refers to the retailer's policy regarding consumers exchanging goods that are not faulty." If the console had nothing wrong with it of course the retailer could refuse a return after 28 days, but we're talking about faulty merchandise. I'm of course assuming that the PS3 HDD had something wrong with it at the point of sale.

TestTransmission

GothPunk wrote: »

I'm pretty sure that's not true. I've only ever heard 'goodwill' applied to people who changed their mind within 28 days or to people who were returning faulty goods outside of the manufacturers warranty. Sure he may not be entitled to a 'new' replacement Slim but he's certainly entitled to a refurbished console as a replacement. As Sony have no refurbished units then he should be provided with a new Slim. He is entitled to that as the console is faulty.

That's not what the quote from ConsumerConnect says. It says "The Sale of Goods and Supply of Services Act, 1980 covers faulty products. While this does not stipulate a time limit for the return of faulty goods, it is the consumer's responsibility to act promptly, bearing in mind the cost and expected lifespan or "shelf life" of the product." Is the expected lifespan of a €300 console really only 29 days, or in this case, 3 months? Of course hardware fails but I'm willing to bet that you could win any case in the SCC brought against a retailer who wouldn't refund/repair/replace a €300 console that experienced a hardware failure after 3 months.

I'm not sure I follow you. The quote from ConsumerConnect.ie says that "The retailer cannot put a time limit of 28 days on the return of faulty goods. This period generally refers to the retailer's policy regarding consumers exchanging goods that are not faulty." If the console had nothing wrong with it of course the retailer could refuse a return after 28 days, but we're talking about faulty merchandise. I'm of course assuming that the PS3 HDD had something wrong with it at the point of sale.

Theres no use talking to you at all, you seem to be arguying with yourself.
I only worked for Sony for 2 years.Enjoy.

Kintarō Hattori

I get that error now and again. Turning the machine off and back on works for me each and every time. An obvious question I know but have you tried turning it off and back on immediately after that message is displayed?

Does it come up every time you turn the machine on?

Porninferno

Well I'm just after getting back from the store and have in my possession a brand new PS3 slim!!

The store manager was absolutely fantastic. Remembered my name, the time we spoke and what we had discussed over the weekend. Provided him with the Sony reference number and proof of purchase. He excused himself, called me "Sir" :eek:, made a very brief phone call, after which he produced a brand new PS3, a new warranty receipt with today's date on and a string of retail / rental vouchers for the inconvenience.

Today I believe I have experienced what I would call fantastic customer service. I know, I know the console was only three months old, hardly ever used and very well looked after so I should not expect it to fail this early in any case, but I honestly never expected all this to be so straightforward.

I'm delighted - good customer service is alive and well or so it would seem!!

Thanks to all for your thoughts - some detailed posts and very good information.

Porninferno

Kintarō Hattori wrote: »

I get that error now and again. Turning the machine off and back on works for me each and every time. An obvious question I know but have you tried turning it off and back on immediately after that message is displayed?

Does it come up every time you turn the machine on?

I had tried that on Saturday when I first gave me the error, again on Sunday and this morning before I took it back to the store.

Got the error message everytime. Sony help-desk talked me through the recovery process i.e hold the on button down until it goes from red to green to red again. Then holding the on button down until I get the two beeps in quick succession. Everytime we tried it we never got the recovery menu he was expecting. I left it at that really.

Would be terribly embarrasing were they to start the console and have no errors displayed.:o:o

L'prof

Great to hear, congrats!

GothPunk

jackncoke wrote: »

Theres no use talking to you at all, you seem to be arguying with yourself.
I only worked for Sony for 2 years.Enjoy.

What has the Sale of Goods Act got to do with Sony? This was a discussion about the retailer, not manufacturer. So it doesn't matter how long you worked at Sony, that would only matter if this was a discussion about Sony's warranties and sale of refurbished units outside of warranty or something like that.

noodler

jackncoke wrote: »

Theres no use talking to you at all, you seem to be arguying with yourself.
I only worked for Sony for 2 years.Enjoy.

GothPunk wrote: »

What has the Sale of Goods Act got to do with Sony? This was a discussion about the retailer, not manufacturer. So it doesn't matter how long you worked at Sony, that would only matter if this was a discussion about Sony's warranties and sale of refurbished units outside of warranty or something like that.

Ignore him.

GothPunk

noodler wrote: »

Ignore him.

I should ignore them, or they should ignore me?

noodler

GothPunk wrote: »

I should ignore them, or they should ignore me?

The rude person should be ignored.

whiterebel

GothPunk wrote: »

I'm not sure I follow you. The quote from ConsumerConnect.ie says that "The retailer cannot put a time limit of 28 days on the return of faulty goods. This period generally refers to the retailer's policy regarding consumers exchanging goods that are not faulty." If the console had nothing wrong with it of course the retailer could refuse a return after 28 days, but we're talking about faulty merchandise. I'm of course assuming that the PS3 HDD had something wrong with it at the point of sale.

Seems to me that they are refusing to accept a faulty product full stop, but quoting a 28 day policy in error.

Its quite simple - If its faulty within the first 28 days you get a brand new replacement. if not, you get a repair or refurb etc.

valleyoftheunos

GothPunk wrote: »

What has the Sale of Goods Act got to do with Sony? This was a discussion about the retailer, not manufacturer. So it doesn't matter how long you worked at Sony, that would only matter if this was a discussion about Sony's warranties and sale of refurbished units outside of warranty or something like that.

GP, under the sale of Goods and Supply of services act 1980, a consumer with a faulty product (within a reasonable period from purchase), is entitled to a replacement OR repair at the discretion of the retailer. It's true that you are entitled to a remedy but it is not accurate to say that you are entitled to a replacement. Stores may replace consoles simply because it is easier than carrying out a repair or they may want to gain goodwill from the customer, however they are not obliged to do so.

Hope that helps.

GothPunk

valleyoftheunos wrote: »

GP, under the sale of Goods and Supply of services act 1980, a consumer with a faulty product (within a reasonable period from purchase), is entitled to a replacement OR repair at the discretion of the retailer. It's true that you are entitled to a remedy but it is not accurate to say that you are entitled to a replacement. Stores may replace consoles simply because it is easier than carrying out a repair or they may want to gain goodwill from the customer, however they are not obliged to do so.

You are entitled under the Act to seek a repair, replacement or a refund, although I don't think it's accurate to say it's up to the retailer, the legislation does not specify whether it is the retailer/supplier or the customer who chooses the form of redress to be offered. You can reject their offer of redress (e.g. repair) and request a replacement, but you'd have to go to the SCC (who I guess probably wouldn't side with you after the retailer making a reasonable offer :pac:).

That being said, I'll be sure in future to say replacement/repair/refund instead of just replacement, in the interest of accuracy. What I said was coloured by the fact that offering refurbished consoles seems to be the form of redress preferred by games retailers. I also should have been more careful with my use of the word 'new'. Le sigh...

Le King

Porninferno wrote: »

Well I'm just after getting back from the store and have in my possession a brand new PS3 slim!!

The store manager was absolutely fantastic. Remembered my name, the time we spoke and what we had discussed over the weekend. Provided him with the Sony reference number and proof of purchase. He excused himself, called me "Sir" :eek:, made a very brief phone call, after which he produced a brand new PS3, a new warranty receipt with today's date on and a string of retail / rental vouchers for the inconvenience.

Today I believe I have experienced what I would call fantastic customer service. I know, I know the console was only three months old, hardly ever used and very well looked after so I should not expect it to fail this early in any case, but I honestly never expected all this to be so straightforward.

I'm delighted - good customer service is alive and well or so it would seem!!

Thanks to all for your thoughts - some detailed posts and very good information.

Good for you lad. Who did you buy from?

Wolverine359

Osu wrote: »

Good for you lad. Who did you buy from?

If I were to guess, from the mention of retail/rental vouchers he got for the inconvenience - Xtravision?