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PSP nightmare - any advice?

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Comments

  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    Anytime a console is brought back to our store siad to be faulty we bring it upstairs and run a series of tests.

    the dead pixel problem is not a exchange term, as we were told. Its not me i jsut work the floor its a head management thing.

    I bought my own one there myself yesterday, and hope this pixel problem aint going to be a problem for me and wreck me games etc. But what did you all expect, every new machine that comes out has ****ups on first release, you should know that by now.


  • Closed Accounts Posts: 599 ✭✭✭Cabelo


    This is the third release...

    My JAP Psp is smaller and v. noticably lighter than the euro ones. Whassup widdayt?


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    This is Irelands first release, well a while ago when they came out.

    Like ill put money on it there is widespread problems with the 360, besides its insane price.


  • Moderators, Category Moderators, Computer Games Moderators Posts: 53,835 CMod ✭✭✭✭Retr0gamer


    I had a few dead pixels when I bought one in America. Brought it back to the shop and they had no problem exchanging it. They even let me look at the other PSPs they had so I could pick one that was of a satisfactory standard. It really shows the gulf in customer service between both sides of the atlantic. It's a disgrace what Sony Europe expect us to put up with.


  • Subscribers Posts: 9,716 ✭✭✭CuLT


    I work in a large gaming store in dublin, on henry street =P

    We were told that any psp with dead pixels was to be sent directly to sony, that we wouldnt be issuing refunds or exchanges. Sony will address and refund/exchange it themselves.

    And kicking up a fuss will do nothing, except have yourself thrown out and abrred like a recent customer who tried to con us that he pre booked an xbox 360.
    Well, I know where not to shop now :P


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  • Closed Accounts Posts: 3,807 ✭✭✭chump


    FX Meister wrote:
    Nothing to do with the purchase of an item. This only applies to the borrowing of money e.g. a loan or H.P. If you buy a product on credit you cannot return the product after ten days, you can only refuse to take the credit offered, you must still pay for the item.

    Get your facts right Chump

    Sorry pal, looks like I got confused with this:

    "Consumers are entitled to a cooling-off period of 7 days, which begins on the day that they receive the product. In the case of a service, the cooling-off period begins on the day the contract for distance selling was concluded or the day written confirmation of the contract was received. During the cooling-off period, the consumer can cancel distance contracts without giving a reason and without incurring charges or penalties other than possible charges incurred in returning the goods. If a supplier fails to provide written confirmation, the cooling off period is extended to three months from the date the goods were received or the contract for the provision of services was completed."

    http://oasis.gov.ie/consumer_affairs/consumer_rights_and_protection/distance_selling.html

    Which is only actually relevant for shopping online and what not...
    I was taking my inspiration from the likes of the komplett.ie policy
    I hope I haven't offended anyone :D particularly you FX Meister.

    (I still don't understand what you mean by If you buy a product on credit you cannot return the product after ten days, you can only refuse to take the credit offered, you must still pay for the item. though, call me slow)


  • Registered Users, Registered Users 2 Posts: 239 ✭✭mrmrbungle


    buy EVERYTHING in argos, they replace EVERYTHING thats faulty. no questions asked. argos rocks!!


  • Registered Users, Registered Users 2 Posts: 8,326 ✭✭✭Zapp Brannigan


    Kinda OT but didnt wanna start a new thread:

    Anyone know what HMV's policy on returns for dead pixels is? COs I'm planning on getting a Giga pack for Christmas and they have the best deal.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    Everyone is just missing the simple fact. When a new wave of machines come out, a new batch of machines alwyas has faults, xbox explosion incidents ps2 dodgy cables psp dead pixlesand xbox has something dodgy too.

    If everyone who had these problems came back looking for replacements A) manafactureres lose alot of money b) alot of machines go to waste.

    When a new wave of machine arrives stores are given driectives by the manafacturing company, in this case sony.

    Clearly stating that yes they are aware of the dead pixel problem, but it was pointed out after mass production took place. But the problem should be non noticable. If the problem is noticable and causes a drop in gaming quality refer the customer to Sony.

    Every customer that come sinto our store with a problem with hardware. We personally take it upstairs and test it. If we are satisfied that the machine is working, we do not offer any cash refund, but as customer satisfaction we will provide store credit. If a machine is faulty we arrange for a replacement or a refund.

    You only have a 7 day contract with us, through your recieipt. After that 7 days you have your 1 year warranty, not upheld by us but the manafacturer.
    So if you have a dodgy psp and bought within seven days come to the store and you might receive credit or a replacement, after 7 days we legally dont have to help you with anything. But out of customer care we contact sony for you.

    Just a little inside on my stores policy. And to save yourself some embarrasement. Going into a store ravaging and ranting doesnt change the store policy makes you look like a fool and gives people like me a really hard time. Believe it or not we are not out there to screw you, but there to get what ya want like, its our job. But id strongly ask that you dont go having a amd rave in stores because you want a refund or something. Store policy wont change because your crying about it.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    I'm jsut very annoyed at the suggestions of shouting and ranting in a store. Id say nearly 2/5 people who return with faulty hardware have done it themselves aka dropped it,mis treated, couldnt install properly or have run over there 7 day return.

    so its in your best interest to be nice and polite.
    For example a man came in recently to me screaming and having a tantrum over a psp, i was losing patience, took the item out back opened the box and say it had been dropped numerous times, scratches everywhere. I simply wlaked abck out and said " sorry you dropped it your warranty doesnt cover damages like that sorry but good day"

    We are not legally obliged to help this customer.

    A lady camme in recently with a dodgy ps2. She was utmost polite and kind and didnt raise a single voice note. We took her ps2 upstairs and saw it was woking fine, it wasnt a dodgy machine, but she insisted it was. We simply gave her store credit and she was delighted and bought games there and then since she got another ps2 somewhere else to cover the faulty one.

    Legally we could have turned her away but because she was polite and didnt cause a fuss we more then kindly helped.

    So be polite it gets you fruther, hate ranting customers and so does everyone else.


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  • Moderators, Motoring & Transport Moderators Posts: 14,120 Mod ✭✭✭✭monument


    "store policy" out ranks the law, good one.
    Retailers' responses

    If you are returning a faulty product, do not automatically assume you will have to do battle to obtain your rights. In most cases, retailers are happy to refund or exchange faulty goods. But it is impossible to predict how all retailers will react. Here are some possible responses and advice on how you should deal with them:

    - It's not our fault. Write to the manufacturer

    This response is very common, but it is wrong. Your contract is with the retailer, not the manufacturer. Remind the retailer that he is legally responsible for rectifying your problem under the Sale of Goods and Supply of Services Act 1980. If he wants to contact the manufacturer later, that is his prerogative but it has nothing to do with you.

    - We'll exchange the product

    If you are happy with a replacement product, take it. If not, remember you are not legally obliged to accept an exchange.

    - We'll give you a credit note

    A credit note is a voucher for the same amount you paid for the product, which can be spent in the store or in others in the same chain. If goods are defective, you do not have to accept a credit note - you are entitled to a refund. If you do accept a credit note, check if there is a time limit on using it.

    - We'll repair it free of charge

    If goods are not of merchantable quality, you do not have to accept a repair. You can insist on a refund or a replacement.

    - Get it fixed under the manufacturer's guarantee

    You do not have to accept this advice. Remind the retailer that your contract is with him, not the manufacturer. A guarantee is an added protection. It gives you the choice of having the goods fixed by the manufacturer under the guarantee or taking up the dispute with the retailer. A guarantee does not replace your legal rights in any way.

    In some cases, using your guarantee may be the best option for convenience. For example, if you buy a hi-fi system and one switch is faulty, it might be easier to get the manufacturer to repair the switch under the guarantee, rather than expect the retailer to give you all your money back. If you decide to have the product repaired under the manufacturer's guarantee, ask the shop to lend you a replacement while yours is being repaired. The shop does not have to agree, but it may do it out of goodwill. Also, tell the shop (in writing) that you have decided to use the manufacturer's guarantee, but you reserve your statutory rights to a refund from the shop if the problem is not settled satisfactorily by the manufacturer.

    - We can't give refunds or exchanges without a receipt

    The main purpose of a receipt is to prove you bought goods from a particular store, so it is reasonable for a retailer to check that he sold you the goods before he rectifies your complaint.

    If you do not have a receipt, you may have another proof of purchase such as a cheque stub or credit card voucher. A particular trader's name may be on the product, or an assistant may remember you. If you cannot find any proof of purchase, your case is considerably wakened.

    The best advice is to keep as many receipts as possible, especially for expensive goods. Write the name of the shop and the item purchased on the receipt. Also, if a store replaces goods for you, remember to ask for the receipt back with the new goods.

    - We don't give refunds

    Stores cannot simply say they do not give refunds. Under the Sale of Goods Act, you are entitled to a refund, a replacement or a repair if a product is not of merchantable quality, fit for its purpose or as described. A retailer cannot take away those rights.

    - It's your fault. The product wasn't made for that purpose

    Goods should be fit for their normal purpose, so don't be fobbed off with the excuse that you have not used the product properly. If the product you purchase does not do the job it is normally used to do, it is not fit for its purpose.

    - We don't give refunds or exchanges on sale goods

    Do not accept this excuse. If goods are defective, your rights are the same under the Sale of Goods Act whether you paid the full price or a sale price. This is the case as long as you did not know about any defects at the time of purchase. However, if the goods are sold as seconds or shop-soiled, you cannot expect the same standard as in new perfect goods.

    http://www.consumerassociation.ie/rights_retailers.html


  • Registered Users, Registered Users 2 Posts: 8,326 ✭✭✭Zapp Brannigan


    Slurms wrote:
    Anyone know what HMV's policy on returns for dead pixels is? Cos I'm planning on getting a Giga pack for Christmas and they have the best deal.
    Can anyone help me on this?


  • Closed Accounts Posts: 1,248 ✭✭✭4Xcut


    I'm not sure about HMV's but apparently xtra-vision have a very lenient policy. Afaik they'll return with 3 or more. Better than the industry accepted standard of 6:eek:


  • Registered Users, Registered Users 2 Posts: 4,260 ✭✭✭swingking


    I'm jsut very annoyed at the suggestions of shouting and ranting in a store. Id say nearly 2/5 people who return with faulty hardware have done it themselves aka dropped it,mis treated, couldnt install properly or have run over there 7 day return.

    so its in your best interest to be nice and polite.
    For example a man came in recently to me screaming and having a tantrum over a psp, i was losing patience, took the item out back opened the box and say it had been dropped numerous times, scratches everywhere. I simply wlaked abck out and said " sorry you dropped it your warranty doesnt cover damages like that sorry but good day"

    We are not legally obliged to help this customer.

    A lady camme in recently with a dodgy ps2. She was utmost polite and kind and didnt raise a single voice note. We took her ps2 upstairs and saw it was woking fine, it wasnt a dodgy machine, but she insisted it was. We simply gave her store credit and she was delighted and bought games there and then since she got another ps2 somewhere else to cover the faulty one.

    Legally we could have turned her away but because she was polite and didnt cause a fuss we more then kindly helped.

    So be polite it gets you fruther, hate ranting customers and so does everyone else.

    So let me get this straight, you take away the device upstairs or whereever and then you come back to the customer saying it was scratched or broken whenever you feel like it. I think that you should inspect the device in front of the customer and I think your attitude is disgraceful. You decide who to give the refund to, based on their attitude.

    I study law and you are bound under the sale of goods and services act 1980 which states that goods must be 1. Of merchantable quality, 2. Fit for their purpose and 3. As described. I suggest you learn the customers rights before getting involved with disputes.


  • Closed Accounts Posts: 1,248 ✭✭✭4Xcut


    if it was evident that the customer had dropped it numerous times then they are not entitled to a refund.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    Perhaps you study law but arnt to up on reading ?

    did i say we choose on attitude?

    Both the examples i displayed we did not have to supply a refund by law.

    If someone has clearly dropped a psp we do not have to supply any refund or compensation by law. But because we value customer satisfaction we do......but if some asshole comes up mouthing off calling me a tubby ****er i tell him where to shove his psp simple.

    You can all crap out your little facts and your "i study law", then perhaps it shows all cause you are all wrong, and I'm sorry i have no time for people of law after recent escapades in court and the solicitro scam on old people.

    And yes we take the device upstairs because thats where our tv is, we cant have tvs around the floor for testing, and there is no law stating we should do it infront of the customer.

    and where did you gather "then you come back to the customer saying it was scratched or broken whenever you feel like it." you can easily tell if a product is mismanaged and if it is we are not obliged by anyone to do anything. But if you think your some hotshot with an attitude thinking acting up is going to get you a refund, you can walk straight out cause you wil lget no help from us.

    As for momument, store policy is written and compiled under the law. PC games are not exchanged for, because once opened and the cd key activiated they are useless to others. Store policy is displayed clearly in store and you buy pc games knowing your specifications and that we do not offer refunds. 8/10 pc related problems we receive is from customers pcs been at fault. We do of course offer a replacement product but do not refund cash.

    So before you come to me acting the hotshot with your facts, read whats written. You both clearly are not wagering anything in your favour and both pretty much wrong.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    and say it had been dropped numerous times, scratches everywhere.

    if thats the part your talking about, when i opened the box it had scratches and chips coming out of it, clearly broken, i didnt say to myself " going to say it has scratches" there was visible scratches and when questioned bout it he got all sketchy and dumb bout it.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    As for momument alot of your little facts there refer to items must be of merchantable quality and "you do not have to" for example

    - We'll exchange the product

    If you are happy with a replacement product, take it. If not, remember you are not legally obliged to accept an exchange.

    you can accept nothing =D Many stores do not offer cash refunds for pc games for reason above, we can offer an exchange of credit.

    And to be honest even think of yourself times youve dropped things totally by accident. We are not like bastards or anything **** last hting we want is some guy coming in a few days ebfore christmas telling us his xbox 360 aint working and we have to tell him sorry we havent got a replacement product, and ruin the guys christmas for his son. We help people as much as we can. But if its your fault what more can we do tbh.

    Dropping psps we cant be held responable for,

    And this debate came abck from the original dumb ass who posted " go in and make a fuss"

    How about the law that " management have right to refuse admission"


  • Registered Users, Registered Users 2 Posts: 3,796 ✭✭✭smokingman


    Being a DS owner, I have to ask - "What's a dead pixel?"

    :D


    ...and before you fanboys jump down my witty throat, I got a PSP but sold it after a few weeks, just ended up as a paperweight due to crap games or games I appreciate more on a big screen.


  • Closed Accounts Posts: 1,248 ✭✭✭4Xcut


    A dead pixel is a defective pixel that remains unlit on an LCD screen, monitor, Camera Charge-coupled device or CMOS sensor.


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  • Registered Users, Registered Users 2 Posts: 6,913 ✭✭✭Absolam


    In fairness to all; the contract is with the retailer, not Sony, so that's where the obligation is. It extends further than 7 days as previously posted; the Sale of Goods Act states ' a reasonable period of time', which in case law over white goods has come to be accepted as at least 3 months. However, the issue really seems to revolve around 'merchantable quality', and again as above the consumer may find that their idea of merchantable (ie how many dead pixels are acceptable) are different from the retailer. The retailer will base their decision (and it is their decision) usually on industry standards as advised by the manufacturer - it would be up to a court to decide whether or not those standards are 'reasonable', but certainly from Circuit Court up they're going to lean towards the industry standard.

    At the end of the day I'm inclined to agree with some of what TheDoc says - be nice, you've far more chance of getting what you want!


  • Closed Accounts Posts: 3,506 ✭✭✭woody


    hi
    i purchased a psp (one of the last in the city it seems as well) from a large store in dublin city last weekend. when i got home i found that there were approx 20 small white dots across the display like stardust.

    i went straight back with it and i was told by the shops manager that the problem is dead pixels and they dont offer refunds or exchanges - sony want to deal with all cases of dead pixels themselves.

    they gave a number to ring - the psp uk careline number (dialling the irish careline just puts you through to the english one).
    i rang this careline and they told me that as im in ireland that cant arrange an exchange it has to be escalated to sony ireland.

    no word from sony ireland so i logged another call with the uk psp hotline a few days ago. i was told the same. escalate to sony ireland etc.
    still no word.

    basically i need to know has anybody had similar experiences with their psp and how do i proceed or how was it resolved
    thanks


    Within 30 days of purchase you are entitled by law to a refund or replacement, do not leave the shop until you get one or the other it is law and that manager is passing the buck. Stand up and you will win


  • Registered Users, Registered Users 2 Posts: 1,502 ✭✭✭wayne040576


    smokingman wrote:
    Being a DS owner, I have to ask - "What's a dead pixel?"

    :D


    ...and before you fanboys jump down my witty throat, I got a PSP but sold it after a few weeks, just ended up as a paperweight due to crap games or games I appreciate more on a big screen.

    Unlit pixels on the screen.
    http://www.gdargaud.net/Hack/DeadPixels.html
    I have both a DS and PSP as well and it's the DS that has the Dead Pixels. It doesn't bother me as there are only 2 on the bottom corner of the top screen.


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    I love the like great fight the power vibe going on here.

    Most managers are required to know consumer laws for their jobs and hence why they are sent on trianing courses and tested to make sure they do. So a manager does know more bout the law then the average joe soap walking into the store =/

    I was in HMV yesterday and witnessed two cusomters complaining to the manager......he told them that he teseted their machine and it ran fine, the dead pixel problem does not warrant a refund, if they wish to take further action they must ocntact sony ireland our hmv head office for complaints.

    now that manager was very rash and rude and a fight erupted in the store, was funny but does show that managers can be cause of the problem too. But was funny to watch =D


  • Registered Users, Registered Users 2 Posts: 6,913 ✭✭✭Absolam


    woody wrote:
    Within 30 days of purchase you are entitled by law to a refund or replacement, do not leave the shop until you get one or the other it is law and that manager is passing the buck. Stand up and you will win


    .. if it's faulty, or not of merchantable quality etc. I suspect the correct course would be leave and go to Small Claims.. being kicked out of a shop by a security guard for causing a ruckus seems an overly ignominious way of proving your point..


  • Moderators, Motoring & Transport Moderators Posts: 14,120 Mod ✭✭✭✭monument


    with faulty hardware have done it themselves aka dropped it,mis treated,

    Just to make it clear, I'm not suggesting that selling faulty goods part of the Sale of Goods Act applies when it's the consumers' fault.
    couldnt install properly or have run over there 7 day return.

    "couldnt install properly" - depends who’s at fault. And the seven-day thing would not applied if it was a faulty at the time of the retailer handed it to the consumer, of if a ‘manufacturing fault’ appeared afterwards (ie dead pixels (NOTE…) past industry acceptable amounts)


  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    You know 98% of PC games sold are perfect working order, just people cant grasp the whole concept that " its your pc is **** and it wont work on it" Installing problems for pc games are all the consumers fault period. And even at the checkout you are clearly asked have you looked at the specifications.

    I'm in no way defending shops or anything, im not a spokesman for retailers. But I do get annoyed when i hear the rubbish posted here by total remos in my opinion about ways to swindle people. Like the guy on a thread above saying how he returned his psp tp tesco with a dead pixel problem, and stole the 1gb card out of it, so he now has two...... And then people congrautale him.....he stole, aganst the law, common scum and thief in my opnion, too poor to afford one?

    Sick of the immature crap on this place =/ And big headed kids with smad egos thinking they know everything........clearly not


  • Closed Accounts Posts: 599 ✭✭✭Cabelo


    Homo... I'm going to get banned if I don't add content so I should point out that,

    Your post is massively off topic and what should be under more question is what people define as merchantible quality. Many will argue that for watching films even 2 dead pixels drop it out of that line.


  • Moderators, Motoring & Transport Moderators Posts: 14,120 Mod ✭✭✭✭monument


    You know 98% of PC games sold are perfect working order, just people cant grasp the whole concept that " its your pc is **** and it wont work on it" Installing problems for pc games are all the consumers fault period. And even at the checkout you are clearly asked have you looked at the specifications.

    I'm in no way defending shops or anything, im not a spokesman for retailers. But I do get annoyed when i hear the rubbish posted here by total remos in my opinion about ways to swindle people. Like the guy on a thread above saying how he returned his psp tp tesco with a dead pixel problem, and stole the 1gb card out of it, so he now has two...... And then people congrautale him.....he stole, aganst the law, common scum and thief in my opnion, too poor to afford one?

    Sick of the immature crap on this place =/ And big headed kids with smad egos thinking they know everything........clearly not

    I’m totally with you/retailers with stuff like that.

    Cabelo wrote:
    Homo... I'm going to get banned if I don't add content so I should point out that

    banned


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  • Registered Users, Registered Users 2 Posts: 23,140 ✭✭✭✭TheDoc


    Yeah the topic kinda has drifted into a retailer rife =D But then it did spawn from someone asking could they get a refund on their psp, then someone saying basically to be a swine in the shop till they refund you =D

    So I actually think we are on topic, and we should sticky this for future people wishing to reutrn faulty goods, since we just did discuss irelands consumers laws.

    GJ guys =P


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