Sony: Go Ahead And Buy An XBOX "Their Support Isn't Much Better"

sonarus - 587 days ago

Why don't i ever get to talk to bad ppl. I have only had to call sony once and that was for an issue with my laptop and funny thing is, it wasn't even sony f'in up it was vista. Anytime i call customer service i always get nice guys.

In a situation like that i don't see the need to go on a mindless rant just insist on speaking to a supervisor or something. He doesn't really sound like he has tried very hard.

Agree(11) | Disagree(3) | Report

Condoleezza Rice - 587 days ago

because I guarantee you;When you have to call Xbox customer service for the umpteenth time,to deal with the same issue over and over again,you'll know that they need some SERIOUS re-organization and training when it comes to customer service.

Agree(15) | Disagree(7) | Report

SiLeNt KNighT - 587 days ago

not many companies would spend that much to fix a problem on an already failing system in terms of profit or have that much extra money to spend on it. and lets not confuse, $1 billion=rrod fix, and $1 billion=warranty extensions.

Agree(11) | Disagree(16) | Report

jackdoe - 587 days ago

Sigh. Some fanboys (fallenangel) can't get it into their heads that ONE crappy customer representative does NOT speak for Sony. It would be as ignorant as saying that that crappy outsourced Indian MS customer rep spoke for MS. Anyway, that customer rep that talked with the dude was stupid and did not follow protocol. What he should have done was ignore the dude's threats and just say "Sorry sir, there's nothing more I could do for you".

Agree(19) | Disagree(5) | Report

Forbidden_Darkness - 587 days ago

microsoft wouldnt have had to spend a billion dollars if they would have actually cared in the first place and made sure it didnt have that serious of a problem. you make no sense at all, you have just admitted that microsoft didnt care about the customers until after they all started to call in about the RROD problem. Microsoft rushed out the console, instead of taking the time and making it better. look at sonys console, it came out a year later and it only has a 2% failure rate, unlike the 33% the xbox 360 had and look its two and a half years after the console was released and it still has a 16% failure rate.

Bubbles Please!

Agree(11) | Disagree(9) | Report

sonarus - 586 days 23 hours ago

If there is one thing i can't stand, its fanboy worshipers. Microsoft didn't willingly spend $hit. They swept the problem under the rug for the longest time. Only God knows how many owners gave up and bought brand new consoles after having numerous crap outs. Be realistic they did it because they had no choice.

How can you completely over look the fact that 360 has probably one of the worst hardware failure rates in the history of electronics and praise them because they set apart 1 billion dollars. Open your eyes and get your face out of Msoft butt. Take a breath of Fresh air, you need it

Agree(9) | Disagree(4) | Report

meepmoopmeep - 586 days 23 hours ago

ms had no choice. it's either pay or have a product recalled. i think a recall would hurt more than $. how much would a recall damage their reputation. it would be all over the news.

but you can believe they care about you so much that they've always had a billion dollars to throw away to show how much they value the consumer, if you want, if that helps you sleep at night.

Agree(3) | Disagree(2) | Report

season007 - 586 days 23 hours ago

maybe you guys didn't notice, but this guy was granted a one time courtesy on the issue, he is getting a NEW ps3 now..after someone in SONY read the consumerist

and btw i read this on n4g yesterday

http://www.n4g.com/ps3/News...

See how spinning around with the same story on N4G can get?
have fun Sony haters..

edit: so i am stating a FACT and i get disagree, nice

@below: hey guess if there wasn't RROD problem, would MS still all of sudden throw a billion out and say, ok this is a good day and we are gonna fix every single console with defective, no question ask(and yea btw if there wasn't RROD problem it should take much longer for the fixing bill to get to 1 billion..)

Agree(19) | Disagree(5) | Report

ceee227 - 586 days 21 hours ago

All of you are forgeting about Sony's F-up with the PS2. They didn't admit to the problem until there was a class action lawsuit. So stop defending the mega-corp you F*cking losers, they all have expensive lawyers to do that for them.

These companies do what is in THIER best interest; remember that.

Agree(21) | Disagree(10) | Report

le killer - 586 days 21 hours ago

lol, there was never anything wrong with any sony product any time ever.lol i love it when they are all out defending sony like they are a family member...sad people.

in all honesty, this is one crap article, based on unsubstantiated claims by one person. this should be removed. but it wont, because it's a chance for all the sony fanboys too come and sling some mud at microsoft....man this is a pathetic web-site nowadays.

lets have a look and see who approved this rubbish

Agree(5) | Disagree(5) | Report

deepio - 586 days 20 hours ago

Xbox service is bad? From personal experience, I disagree. Whilst I think the reliability of the hardware is bad, I've never had an issue with the customer service. I've had to send my 360 back twice and both times I've had it back within a week!

I do take note, however, that others have had more difficulty getting their consoles back on time.

Agree(7) | Disagree(5) | Report

gaffyh - 586 days 19 hours ago

Yeah but it wasn't Sony who said it it because Sony is a a company not a person, a guy who works for Sony said this, who probably gets like minimum wage at the call center.

Agree(5) | Disagree(0) | Report

Captain Tuttle - 586 days 17 hours ago

The Consumerist is just trying to get hits. To condemn a whole company because of one jerk at a call center is pretty low.

Agree(5) | Disagree(2) | Report

rawg - 586 days 16 hours ago

Don't fool yourself into believing that the $1B extended warranty from MS is a sign of good service. It's a cheap way for MS to cover up for shipping a faulty product.

Like sonarus and meep said, MS paid $1B to extend their warranty so they wouldn't have to do a recall, which probably would have cost them more than $1B. Think about it, instead of repairing 100% of the X360 install base like they would with a recall, they only have to repair the 30% that do fail within the 3 year window.

In any case, a recall would have been pointless because there is no permanent fix for the RROD. It's a fundamental design flaw, which is why they still ship 360's that RROD, albeit less often than in the prior configuration.

Agree(5) | Disagree(4) | Report

butterfinger - 586 days 15 hours ago

People are really boring nowadays, having to go back to last generation to argue in defense of the 360. Do you think if you were Sony and people were buying over a hundred million of your product that you would ever do anything about it if you didn't think you had to? Sony is in the business of making money, not the business of repairing electronics, same as Microsoft. The RROD is the worst hardware problem on a console of all time, and that is why M$ spent their 1B, almost unwillingly. You don't think they were ever threatened with a class-action suit? Give me a break.

Agree(5) | Disagree(5) | Report

LJWooly - 586 days 14 hours ago

No, most companies wouldn't be willing to pay that much to fix a hardware problem, and would avoid having to do so by actually taking their time, making a decent product, putting it through testing and quality assurance, and make sure the end user recieves a quality piece of kit.

That concept was obviously alien to Microsoft, either that or they just didn't care. Either way, the end user is the one at a loss, since a lot of people, for whatever reason, see fit to put up with it.

I can understand why 360 fanboys exist, but why Microsoft fanboys exist, is beyond me.

Agree(3) | Disagree(3) | Report

dachiefsman - 586 days 14 hours ago

i have had 3 rrods 2 week turn around each time....no problem with the customer service...funny how people attach to doom and gloom easier than the bright spots just like the corporate media....

Agree(3) | Disagree(3) | Report

Lord Vader - 586 days 14 hours ago

Now, can we all AGREE that Microsoft & Sony are big Corporations that do not give a flip about us = consumers. Time to end the fanboyism & brand loyalty people. Support the games & Developers you like, but realize that either Sony or Microsoft or Nintendo want one thing = your hard earned money.

I have experienced Sony customer service on a first hand basis with a bad Bravia HDTV in warranty & I had to fight tooth & nail to get it resolved, & I had my receipt, box & everything. It took 5 months to resolve & alot of phone calls.

These companies are not your friends, they are in the business to make money, not to shell out additional monies to fix your problems, unless they have to. True customer service died along time ago, especially with major corporations.

Agree(5) | Disagree(2) | Report

season007 - 586 days 14 hours ago

just to get more people see what you type, having no response to the primary post or earlier repliers...

i say pathetic

Agree(0) | Disagree(1) | Report

wallace1000 - 586 days 14 hours ago

A little tip when calling customer service, never talk to the monkey that you get on the line first. Ask to speak to their supervisor because they can actually help you. Doesn't matter if you are calling microsoft, sony, dell, or logitech (fantastic customer service by the way). I have had to talk to microsoft once, and the supervisor that i got was pretty good. I have never talked to sony consumer support though.

Agree(3) | Disagree(1) | Report

wow4u - 586 days 14 hours ago

Microsoft's support FIXES every failed console FOR FREE.

When my 3 PS2s broke -- SONY refused to do *anything* about it.

Microsoft's customer loyalty is VASTLY better than Sony. Sony is NOTORIOUS for being anti-customer on every level from the formats / form-factors they choose to their direct customer service.

Sony is, and always has been the worst company in the market.

When MS has a problem they admit it, fix it and take care of the people who had it.

With so many reports of PS3s failing, this isnt the first or last time we've heard Sony telling its own customers to f-off.

Agree(7) | Disagree(11) | Report

UGA_1 - 586 days 13 hours ago

are all part of Gawker Media. With kotaku's clear bias against the PS3, the thumb ad yesterday from gawker, and now this garbage, any sane person with an ounce of logic could clearly see this is a weak viral campaign against the PS3.

I would be willing to bet that gawker has recieved a nice fat check from microsoft to spread opinion and hearsay as fact.

Any proficient webmasters want to get together and build a site to spread our opinions of gawker media let me know.

Agree(1) | Disagree(1) | Report

LJWooly - 586 days 13 hours ago

@ wow4u:

You're kidding me, right? "Microsoft's customer loyalty"? To think that any major corporation is "loyal" to their consumers at all is purely gullible, especially when the company you're worshipping is none other than Microsoft.

Oh, and this one: "Sony is, and always has been the worst company in the market."
I'm not even going to start on this, because the fact that you can say that, and show blatant bias towards Microsoft at the same time, is nothing short of self-ownage. So, well done, I suppose.

Funny how Microsoft release one of the worst pieces of hardware in the history of humankind, have no choice but to fix it, and are praised for doing so. "Loyal?" Get real.

As for Sony, they're just as much of a bastard as Microsoft, but at least they can manufacture a decent product. They didn't win two generations in a row for no reason, and history seems to be on track to repeat itself. As much as you may hate that fact, that's how it is.

EDIT: One more thing: "With so many reports of PS3s failing..."
LOLWUT?

Agree(6) | Disagree(3) | Report

ksmooches - 586 days 10 hours ago

That they need a receipt so they can prove that you didnt steal it from someone!?!?!? I got mine as a gift and the person who bought it for me still has the receipt because she also got one and they are both under an extended warranty.

She knew better than to buy someone a gift that expensive and then to throw away the receipt.

Agree(1) | Disagree(0) | Report

The BS Police - 586 days 8 hours ago

I called once when my Xbox got the RROD, no hastle at all and I got a new replacement Xbox 360 in a week.

You shouldn't need a reciept, only the consoles serial number.

Agree(1) | Disagree(0) | Report

jadenkorri - 586 days 8 hours ago

when you call sony/ms, you get 1st line CSR support, and i'll be honest, they don't even give a f*$k about you, I've worked in a call centre, if you care about a customer, you won't be there too long cause you'll be on the phone longer raising your call handle time... CSRS are put under strain to answer phone call after phone call within time limits, chances are that person didn't want to check to see if he could do something let alone hes prob not even a part of sony, prob an outsourced company which is even worse...Ask for supervisors if your told sh!t from a CSR, he'll be happy top transfer you...I bought a PS3, my receipt is definitely thrown away and is still under warranty, if they give me that crap on the phone i would not accept it.....
Lastly ps2 dre thing long time passed, but sony did not admit they released the ps2 defective, some guy said that and prob got thrown way out of context...my ps2 is launch and it still works, my nephew has it for now...

@bs police
i agree you shouldn't need a receipt, but it proves its still within the 1 year warranty...Consoles can sit in the back of storage facilities and you console could of fallen in back, were as it stays for maybe months or maybe a year...wouldn't you be pissed if you just bought a console and it breaks and the warranty is expired, i would be. I personally think sonys gotta figure out a new way cause not everyone keeps reciepts...

Agree(0) | Disagree(0) | Report

lessthanmarcus - 586 days 7 hours ago

Because when Microsoft was gonna make me pay $127 dollars to repair my RROD 360 I told them I was done with their products. He said something, I couldn't tell if it was English or Arabic.

Agree(1) | Disagree(0) | Report

WhEeLz - 586 days 4 hours ago

Because i got my friends machine fixed without a receipt and i said i got it as a gift...and the guy knew that it wasnt even a year since it had been out....only thing the guy told me to do was when i receive the box with the paper that ships with it, write bypass on it...and whaddyaa know i got it back within 10 days... :)

Agree(0) | Disagree(0) | Report

LinuxGuru - 587 days ago

Very valid point, and a point that everyone should notice and be aware of.

+ Bubbles for having common sense.

Sony did nothing wrong here.

Agree(9) | Disagree(4) | Report

xplosneer - 587 days ago

Winner here. What I was going to say. Bubbles

Agree(4) | Disagree(5) | Report

The gaming GOD - 587 days ago

Think about this scenario

You just bought a 360. A week later you get robbed of it.
But it breaks down about a month later and the robber can't play it anymore. So the robber calls MS customer service and gets a brand new and/or refurbished WORKING 360 free of charge. So now, this lowlife got a free 360 off YOUR money and you're stuck with no game system at all.

Tell me, would you still think sony was cheap for wanting a receipt then?

@at below fallen angel, if that's the case, I'm curious, what is your response to the various complaints of MS stories of their customer service screwing people?

@green, there are times that sony doesn't ask for the receipt either. The problem is the man in the article verified that HE didn't make the purchase. In customer service, that always prompts an agent to ask for a receipt. That might sound odd, but by showing HE didn't make the official purchase, it leaves the possibility open that he could have stolen the system. Even as a gift, the receipt should be kept

@Meep,

Yes it does say that

Agree(6) | Disagree(7) | Report

green - 586 days 23 hours ago

when my launch 360 rrod 3 weeks ago,microsoft customer service did not ask me for a receipt.They registered my console in 5mins,ups picked it up the next day and i got it back 11days later.

If your console gets stollen it's your responsibility to report it to the police and if you have the receipt then it will be passed on to Sony,Micro or Ninty who will then store it in their data base in case someone brings it back claiming its broken.

So as long as Sony don't have any systems matching that serial number in their database then its their responsibility to fix it.

Agree(8) | Disagree(5) | Report

season007 - 586 days 23 hours ago

but i don't, and probably becoz i don't expect it to break whatsoever and i don't ever read the back of the machine

If the receipt is gone don't tell me you would've kept the box, that should've gone long ago too....

Agree(1) | Disagree(0) | Report

meepmoopmeep - 586 days 23 hours ago

doesn't the fine print on the warranty slip state the it requires a receipt to be valid?

Agree(2) | Disagree(1) | Report

Fanboy Slaughter - 586 days 13 hours ago

Wow, dude, that whole PS2 DRE thing was YEARS ago...get over it and stop being so damn bitter.

Agree(2) | Disagree(2) | Report

supahbad - 586 days 12 hours ago

so its sony's job to replace a stolen PS3 because MS doesnt ask for receits? not everyone reports crimes and you say since the victim didn't report it sony has to pay LOL!

Agree(1) | Disagree(1) | Report

The gaming GOD - 587 days ago

Basically lol

Agree(5) | Disagree(4) | Report

spec_ops_comm - 586 days 7 hours ago

The point of the whole receipt required thing is to ensure that the person paid for their PS3 (i.e. didn't steal it).

Sony couldn't care less about the date of manufacture (as mentioned in the article). They just want to make sure you're not getting warranty repair on a PS3 you stole from someone else.

Agree(0) | Disagree(0) | Report

gonzopia - 586 days 5 hours ago

Having worked in support for years, I know that a lot of people call with complaints about their broken hardware and naturally, they are upset. Still, after hearing for the 300th time "Would you rather I buy the OTHER company's brand?" - yeah... you would also feel like saying "Sure, but trust me, it won't be any better".

It's generally a customer threat, and usually comprises their final play at trying to get something they want. Regardless of if their argument is justified or not, when you're in support and you hear a customer threaten that sort of crap again and again, it get's old, tired, boring, and it takes a lot of willpower to hold back.

This guy will likely be fired by next week if he keeps it up.

As for requiring the receipt - they not only want to see the date of purchase, but the place of purchase. If you buy a used PS3 off Ebay from some guy, even if it is new, it won't be warrantied.

Agree(1) | Disagree(0) | Report

Forbidden_Darkness - 587 days ago

dude, 33 of my friends have 360s and the same thing happened. except it was RROD that caused the problem.

Agree(12) | Disagree(7) | Report

Iron Man 2 - 587 days ago

Its because we here at Microsoft are used to receiving and fixing 3FIXME's,it has now become a way of life,broken 3FIXME? throw it in with the rest of the pile*thrown 3FIXME cracks open*!;)

$hane

Agree(4) | Disagree(1) | Report

Forbidden_Darkness - 587 days ago

yeah, only 2% of ps3s fail. on the other hand xbox 360s failed about 33% of time, now i guess its down to 16%, but still thats horrible.

i wonder if theres a pile of xbox 360s, just like there are a pile of E.T. games in mexico?

Agree(4) | Disagree(2) | Report

Pain - 586 days 13 hours ago

"Adrian's PS3 is broken and since the console was a gift that didn't come with a receipt, Sony is denying warranty coverage"

No Receipt, No Sh!t , NO Chance. Welcome to the World of Retail.

Agree(0) | Disagree(0) | Report

Xlll - 586 days 8 hours ago

Where are your exclusives n00b? Oh yeah delayed or on there way to PS3. Just for asking heres a small taste.
FFXIII
MGS4
HAZE
KZ2
MS2
RFoM2
LBP

360 entire list
Alan Wake - if he wakes up
Smears of war 1.5
lpb wannab......err i mean Banjo
halo wars-also delayed
too human - if its ever released

Agree(0) | Disagree(0) | Report

t-0_ot- - 586 days 3 hours ago

@Xlll - Your 360 line-up list... well, is stupid. Especially where you mention Banjo.. I mean, seriously.. LBP wannabe? Are you serious? You, sir, are a moron.

Agree(0) | Disagree(1) | Report

twoface - 586 days 17 hours ago

yap, defect rate also has a massive numerical advantage over ps3

Agree(3) | Disagree(1) | Report

Gam71 - 586 days 15 hours ago

yet those other numerical advantages they have like,
systems sold, number of games, number of people online playing

Agree(0) | Disagree(2) | Report

t-0_ot- - 586 days 3 hours ago

@twoface - My 360 STILL works, from launch, so in my "world" the 360 is still the better choice in consoles.. Live and the controller is two BIG reasons why I prefer the 360, and then the games is also a Big factor. Still, in my opinion has the best games available.

Agree(0) | Disagree(1) | Report

twoface - 585 days 13 hours ago

i respect your choice t-0_ot- , to each his own
@gam71, yap and also the numerical advantage of being released a year or so earlier

Agree(0) | Disagree(0) | Report

Gam71 - 586 days 14 hours ago

You are laughable.

A replacement ps3 like a replacement car. Stop lying.

I was on the official ps3 forums reading up on the code of death and people whose ps3 had been sent back never got a replacement while theirs was in the shop.
Microsoft isn't trying to say sony dont care.
Did you read the article its the other way round. I expect people to come on and say it was only 1 phone operator but these are the same people that would say its bill gates himself if the story wwas reversed.
Don't believe me the guy above is trying to say its M$ that said £ony dont care!?!

Most people are reporting M$ pick up the xbox the next unlike your lies and unlike £ony that wont pick it up until your story has been plastered all over the internet and someone high up with some power happens to find an email to customer services and demands a brand new ps3 is sent out.
Yeah £ony we believe that story.
Its not like £ony sorry BALony aren't the master of lies
http://uk.gamespot.com/page...
but its easy to lies when your willing lapdogs lap it up.

Agree(1) | Disagree(3) | Report

butterfinger - 586 days 14 hours ago

you should quit lapping it up then, Gam71. Microsoft will gladly keep feeding it to you.

Agree(1) | Disagree(0) | Report

Gam71 - 586 days 14 hours ago

I dont lap it up.

I dont like m$ much either but when it comes to console they are the lesser of two evils.

Agree(0) | Disagree(2) | Report

Tidus11 - 586 days 12 hours ago

I wouldnt put it past someone to try and make this story up to put doubt in peoples mind about buying a PS3 Vs. a 360 Or WII

Agree(0) | Disagree(0) | Report

caffman - 586 days 16 hours ago

and buy a 360 in the first place!
sorry dear couldn't resist ;-)

Agree(1) | Disagree(6) | Report

twoface - 586 days 16 hours ago

and get a free 3 years warranty, definitely worth it

Agree(0) | Disagree(0) | Report

TheKungFool - 586 days 14 hours ago

Keep in mind that spiffy warranty was nowhere to be found in 2006 when that first batch of 360s were bricking at a 30+% clip and MS was denying there were any problems. Had there not been such a hoopla over the RRoD, Microsoft never would have offered that warranty.

Also, how cozy are you with that warranty now that the system will be hitting the 3 year mark this fall and many people will be out of warranty within 6-10 months? That 3 year warranty ain't going to look any better in year 4 of ownership either.

Agree(2) | Disagree(0) | Report

juuken - 586 days 13 hours ago

And have it burn down his house?
Really, I couldn't resist that either.

Agree(0) | Disagree(0) | Report

twoface - 585 days 13 hours ago

ok i agree

Agree(0) | Disagree(0) | Report

caffman - 586 days 16 hours ago

bet you were the head of your debate team weren't you?

Agree(1) | Disagree(1) | Report

Gam71 - 586 days 14 hours ago

I actually laughed harder at your reply than the original comment because I was thinking something similar to you when i read the first post.

If you want a master debater then read some of nasims post.

Agree(0) | Disagree(2) | Report

Gam71 - 586 days 14 hours ago

At sony every ps3 gamer is a boss!

LMFAO. Do you pick that Boss' salary as well.
My god that is one retarded statement.
They don't care. They lie and delay and fall short on their promises time and time again.

Now to the main points of your argument.

When you gt the code of death or the fault the guy had or any of the other faults (dont pretend they dont get faults) why dont £ony come to your house and pick it up, Fix it in their Van. Bring back to your door with a brand new warranty. That would be hassle free and customer service at its finest.

Answer me that. You can't use hypothetical situations to have a go at a company when your company (don't forget your the boss) doesn't do that EITHER!

My god you are simple

Agree(1) | Disagree(3) | Report

n to the b - 586 days 13 hours ago

has had the most generic selection of games historically. I'm envious of LBP; but in the past when I thought of sony I thought of uninspired me-too platformers and rpgs...

Agree(0) | Disagree(1) | Report

Gam71 - 586 days 13 hours ago

Seems this isn't the only story about sony customer care
http://www.gameplayer.com.a...

But as thats in aus someone here will say thats not representative of all sony territories (while lambasting M$ as one whole company regardless if the comment is from a phone agent or was in timbuktu)

Agree(0) | Disagree(0) | Report

butterfinger - 586 days 12 hours ago

@ you only having one bubble, finally.

Agree(1) | Disagree(1) | Report

unjust - 586 days 12 hours ago

If the system was stolen than as soon as it was sent to the repair center they would know. All systems have serial# and they could find out if it was registered or not. letting them know if it was registered or stolen based on inventory.

Agree(0) | Disagree(0) | Report