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Sony comes through!
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Posted by: ricotelli
I was getting very disturbed with the common problems concerning the PS2, so I e-mailed Sony cust. Serv. They e-mailed back an apology and further stated "...the information available to our Customer Services Dept. does not suggest that this is an issue most users are likely to experience." That was pretty funny. They went on to say "... as a matter of corporate policy, Sony does not informally confirm or deny rumors." I had explained that problems just like mine could be found prevelantly on the internet, so fair enough.
They did, however, stress that Sony strongley backs it's products and that customer satisfaction is paramount for them. They asked me to forward repair order #'s and serial #'s so that hey might "...resolve the situation... in a timely and reasonable manner."
I compiled the requested info and was all set to DEMAND a replacement rather than repair, as it is my firm beleif that this unit in particular will NEVER be right. Lo and behold they beat me to the punch. Within 2 hours of e-mailing them the info they requested, they sent back notification that they would be replacing my unit.
They did specify that it will be replaced with "..a refurbished unit to factory specifications...", but that is more than I had expected from a mega-corp like Sony.
So before you use your old PS2 as a boat anchor or spare parts facility, go to the PS2 sight, e-mail customer service, and give them a chance to do the right thing.
Posted by: AK47
Nice work man.
Guess Sony still believes that the customer is always right.
Posted by: SKYHN
 Quote:
Originally posted by ricotelli
They e-mailed back an apology and further stated "...the information available to our Customer Services Dept. does not suggest that this is an issue most users are likely to experience." That was pretty funny. They went on to say "... as a matter of corporate policy, Sony does not informally confirm or deny rumors." I had explained that problems just like mine could be found prevelantly on the internet, so fair enough.
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Thats exactly right. Its not a common problem. People keep crying recall when its no where near that. The reason you hear about it so much on the internet is because that is where everyone goes to find out how to fix it. There are over 40,000,000 PS2's world wide now, the amount of people that are having problems are less than .5%, which is around 200,000. Thats well within normal manufacture error rates. Its not different if you got a CPU from AMD and it crapped out after 2 weeks, or if you got a hard drive from Western Digital that went out after a month. There is no reason for a recall only 40,000,000 units of a product when 39,800,000 of them work fine.
Gamecube and Xbox also have the "Disc Read Error" you just dont hear about it as much because there are only about 1/4 to 1/5 as many Xboxs or GCs as there are PS2s. But if you search forums dedicated to those systems(like teamxbox or cube sites) you will find plenty of posts about them having disc read errors. Even the official forums for each system has them.
Posted by: Null Actor
As far as I know, sony never fixes the one you send them, they just always give a refurbished unit. At least, that's how it's worked for me.
Posted by: ricotelli
Whatever the actual data or conditions, I'm just happy that Sony is willing to stand behind their product and take care of the situation at no cost to me.
Posted by: Null Actor
Well, you think that now. Wait till they send you a dud. The first time my PS2 was borked, the first replacement I got... didn't work.
Posted by: ricotelli
I'm trying to fool myself into a happy positive outlook. Work with me, man, work with me...
Posted by: Arwen
Similar story but relating to the old PSone. My son's died after 6 months through over use (16 hours a day if I didn't hide it). I phoned Sony C.S. on a Friday and was told no problem a replacement - new, mark you, would be there Monday...it was.
My bro has a friend who worked for Sony and he (the friend) was told the customer is always right, and to give them what they want to keep them happy.
Posted by: Canis Lupus
Quote:
Originally posted by ricotelli
I'm trying to fool myself into a happy positive outlook.
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How I wish more people would do that 
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