Buyer Beware

As mentioned in a previous update, my PS2 (along with others throughout the country) malfunctioned and began scratching my Ridge Racer V CD. I paid $16.80 to ship it insured to Sony's service center to be repaired under warranty service.

My PS2 returned about a week later, scratched and completely non-functional. The drive door was stuck and would not move. The box it arrived in had no damage to it, so I called the service center directly to find out what the hell had happened. 

I was told that the scratch must have occurred due to damage on the way to the service center. I pointed out that no damage was noted to FedEx when the system was delivered to the center (remember I had paid to insure the delivery). I was bluntly told that any damage that may have occurred would not have been noted because "you can't do that to the shipper." 

Now I was really mad! I had bought a defective PS2, paid $16.80 to ship it for repairs, got it back completely broken and was now being told that Sony protects FedEx at the expense of the customer by not noting any damaged shipments that they receive!

In fairness, I was told of a way that I could return the system free of charge for more repairs. Considering the quality of service that it had received the first time, I hesitated.

Thinking this whole situation over, I no longer wanted to deal with defective hardware and poor customer service. I wanted my money back. I called 1-800-345-SONY, and asked if there was a way I could return my system and get my money back. I was told that it should be possible, and that I'd get a follow-up phone call to ensure that was really what I wanted.

When that phone call came, I was told by a different Sony rep that I could not, under any circumstances get my money back. I could get a "refurbished" system now or wait to get a new system later -- a wait that could be as long at three weeks. Having such a bad experience with Sony's repair service, I opted to wait for a new system to become available. As some compensation, I was also sent a new PS2 memory card at my request.

The Sony rep that claimed my money was not refundable also said that he would ship out a return shipping label for my broken PS2. When this label arrived, I was surprised to discover that it was not sent out by this rep, but was actually sent two days earlier, after my first call to Sony! Red flags shot up in my head. Was the last rep telling the truth about my not being able to get a refund?

I sent my dearly departed PS2 back to Sony with a three-page letter detailing everything that had occurred, including my confusion over whether a refund was possible. According to the tracking information, it arrived at Sony on February 1st. 

As I write this, I have just gotten off of the phone with Sony once again. I was informed by a rather robotic service rep that Sony will replace my system but has "no estimate" as to when one will become available. I was also informed that Sony support receives new systems after retail systems have been distributed. So as a final slap in the face, Sony is putting my customer satisfaction in the back seat so that a retailer can receive one more unit. The rep had one more thing to tell me before he let me go: "Whenever you do receive a replacement system, please be sure to read and follow all of the safety precautions in the manual. Also, when buying accessories, be sure to look for the Playstation logo to ensure compatibility." Ah yes, a final, patronizing sting from a company that "really cares" about its customers.

Sadly, this news means that I cannot update this site with any new PS2 reviews and I have no idea when my new system will arrive enabling me to do so. For all of you about to buy a PS2, please keep this experience in mind. You too will be getting the short end of the customer support stick if you purchase a defective PS2. And from what I gather there are quite a few of them out there. Even browsing Sony's own PS2 forum brings up posts from many folks experiencing PS2 hardware problems similar to mine.

Buyer Beware.

-Mr. N64