As one of the lucky few to get a Playstation 3 the day it came out, I am also in the position of being most vulnerable to manufacturing defects or other bugs. Thankfully, the PS3 has been very stable, not displaying any obvious defects over the last several months of ownership. Recently, after upgrading to firmware 1.54, I started encountering a problem with Bluetooth and have now been asked by Sony to ship the console back for a replacement. This article will detail the problem, the troubleshooting steps Sony suggested and my impressions of the customer service I received from Sony. I’m also including youtube video of what my problem looks like. So make sure you click on “read more.”
Aside from the known issues with the hardware, such as backward compatibility, my Playstation 3 experience so far has been stellar. The console worked as expected every time I turned it on over the last four months. It was only after downloading and installing firmware 1.54 that this trouble started. Logical deduction tells me that it’s a problem with the console itself. Sony confirmed this when we did some troubleshooting.
The problem
When turning the system on using the PS button in the center of the SIXAXIS, normally the four red LEDs on the controller blink while the PS3 turns on, then one of them goes solid once the Bluetooth pairing occurs. Recently however, the four light just continue to flash and the SIXAXIS isn’t detected by the PS3.
Along with the packed-in controller, I also own a second one and a PS3 Bluetooth remote. All three peripherals have the same problem. The problem also occurs if I have the SIXAXIS connected to my PS3 when I turn the power on. Once the Bluetooth pairing gets messed up like this, the only way to clear it is to turn the power switch off in the back. After that, if I turn on the system using its power button, with the controller connected via USB cable, and then push the PS button, the pairing works again. It’s interesting to note that once I get a single controller to pair up, the other controller and the remote both start working correctly again without having to plug them into the USB cable or doing the Bluetooth peripheral pairing setup.
Troubleshooting
I recently had some serious problems with my Xbox 360 which required me to send it back to Microsoft. So I was very skittish about calling Sony support to troubleshoot this issue. I’ll get to my opinion of this customer service experience in a moment. The Sony representative and I started troubleshooting by going into the setup menu of the PS3 and reseting the system to defaults. This deleted my preferences for video and sound output as well as my wireless network connection setup. The rep also suggested trying to reset the controllers by pushing in the pin switch on them. However, the first step seemed to do the trick and the controller worked right on the first try. It was only after I got off the phone with support that the same problem came back. It was at that point, when I recorded the following video.
Sony Support
Reports of PS3 problems have been far fewer in number than those of dead Xbox 360s. So I wasn’t sure how Sony’s support of their new console would be. Adding to my sense of dread was the fact that Microsoft’s customer service was terrible. So I was pleasantly surprise with how I was treated by Sony’s support line. I called 800-345-SONY and got a standard automated voice menu. It wasn’t trying to be “hip” or talk down to me like “Max,” Microsoft’s automated support. I was given the option to speak to a human right away. After selecting that, it took less than a minute for someone to pick up and great me in a clearly American accent. I was relieved to be dealing with someone in the US that had no trouble understanding me.
The rep asked for my information and I only had to say everything once, compared to the multiple repeats which were required with other phone support (I’m looking at YOU Dell & Microsoft). We went through a few troubleshooting steps. I was asked if I still had the receipt (which I do). The Sony rep then informed me that Sony would like to replace my console with a brand new one free of charge. Mind you, this was after I informed him that the troubleshooting worked and the controller was working again (temporarily anyway).
I was told that Sony would ship me the box and packing material for a pre-paid return of my console. He said I needed to include everything that came with my system including controller, USB, power, and A/V cables. I was also instructed to backup any data I had on the internal HDD to an external mass storage device. Shortly after our conversation, I received the following email:
**Do not respond to this system-generated email. You will not receive a response.**
Dear PLAYSTATION(R)3 computer entertainment system owner,
Sony Computer Entertainment America, Inc. (SCEA) would like to apologize for any inconvenience you experienced with your PLAYSTATION 3 system.
In order to ensure proper handling and processing, you must complete the Consumer Service Product Service Guide, which can be found at the link below. Once you fill out the form, you will need to insert the top page along with your PlayStation product before you mail it to us.
When you fill out the form, please note that you must also include the following Service Request Number:
Service Request Number: XXXXXXXXXXXPlease verify the information below is accurate and correct:
Name:XXXXXXXXX
Phone number: XXXXXXXXXXXX
Address Line 1: XXXXXXXXXXXXXX
Address Line 2: XXXXXXXXXX
City, State/PR, Zip/Postal Code, Country: XXXXXXXXXXXXXXPlease note: SCEA will be sending a pre-paid shipping box to the address listed above. This address will also be used for the return shipping of your unit.
Please contact SCEA Consumer Service at 1-800-345-7669 for any questions with the above information.
To proceed and print out the Service Guide, please click on this link:
http://www.us.playstation.com/whattosend/ps3/default.html
(If clicking the link does not work, please copy and paste the entire link into your Web browser.)We appreciate your cooperation.
SCEA Consumer ServicesAdditional Notes:
—————–
If the link above does not work, or if you need assistance with downloading the form, please contact us via email. You can email us at:
http://www.us.playstation.com/Corporate/ContactUs/ConsumerServices
Concerns
The process so far has been relatively painless. I’ve been told that the replacement should arrive a week or so after I send my system out. There are a couple of things that worry me though. I already ran the system back up to an external USB drive. It took me about 30 minutes to back up around 16GB of data. When I asked the rep about my data, he said I’d be able to restore it on the new system I get. However, the backup screen on the PS3 says something like “You will only be able to restore the data to this Playstation 3.” I’m worried that I’ll have to re-download everything I’ve purchased from the Playstation Store if that is the case.
Also, with the recent talk about Sony removing the PS2 graphics chip from the European PS3’s I’m concerned that my backward compatibility will be more limited on the newer console I get. I rarely play PS2 titles on it and still own my Playstation 2. It would just suck to get a replacement console with less functionality than the one I purchased.
Conclusion
I’ll post an update once I get my replacement console. From what I’ve experienced so far though, Sony’s customer service has been far more helpful than Microsoft’s. It always sucks when you have to return a major purchase like a video game console. Knowing that the manufacturer will make the process as problem free as possible is reassuring. It’s also a plus to know that I’m not paying nonrefundable monthly fees for an online service while my console is away. Until this latest generation, I’ve been pretty lucky in that I never had a problem with the consoles I owned. Hopefully I won’t have any more problems. Knowing that Sony will take care of it if I do, puts my mind at ease.
If you’ve run into any trouble with your Playstation 3 or have a story to tell, let us know in our forums. Experiences with customer service are important to everyone, so spread the word whether you’ve had good or bad support.
Entries (RSS)
March 13th, 2007 at 4:59 pm
DAM thats unlucky mate hope it dont happen to mine. Enjoy your new one if you get :\
March 13th, 2007 at 5:10 pm
What is really ironic is that Microsoft and Sony have seemed to switch places. The PS2’s broke down left and right, and Sony would do nothing to help. And I am sure everyone remembers the horrible treatment with PSP’s and dead pixals…
Microsoft was very helpful with me when my Xbox 360 broke down. I called about the fan being too loud 2 weeks after the system launched, and I was sent a pre-paid box 2 days later. After 5 days, i got a new Xbox 360 with extra power cables and an extra controller. My uncle called his in, and got an extra hard drive. I think the amount of help you receive at Microsoft’s 800 number depends on who you talk to. I do feel sorry for everyone who gets stuck with idiots at microsoft, and am glad Sony is trying to fix their customer service, cause they need all the help they can get.
March 14th, 2007 at 6:37 am
I never had problems with Sony, my PS2 broke twice and I did get it replaced both times for free, even I opend both of them before by myself trying to find out what’s wrong and if I can fix it. Sony customer service is by far the best I’ve ever needed.
April 1st, 2007 at 6:16 am
[…] As noted in a previous entry, my Playstation 3 had some Bluetooth problems and was voluntarily replaced by Sony. The entire process took about two weeks and wasn’t without frustration. During those two weeks, I actually got my PS3 replaced twice. I’ll explain the details in the rest of this article, including things you may not know about the exchange process. So keep reading… When last I posted about my personal PS3 problems, it was determined by a friendly Sony support specialist that I needed a replacement. The process would be paid for entirely by Sony. I recieved my box, complete with packing materials, instructions and a prepaid UPS shipping label within 24 hours. I waited a day then packed up the console along with cables, controller and copy of reciept, then dropped it off at a UPS shipping center. The drop-off happened on a Thursday afternoon. My replacement system arrived the following Tuesday morning. The service was certainly fast and painless (except for lugging the sixteen pound box to the shipping office). […]
July 19th, 2007 at 2:31 pm
i got 3 ps2s and a ps3 i never had problems with them and i got them all in under a month of the relsese dated so i dont no wats wrong with ps2s
August 11th, 2007 at 10:20 am
help i got a ps3 and neither the remote nor controller works.i thought it was the update so i updated it and got stock at a screen where they ask press ps buttom and stays there i can’t sent it back to sony cause i live all the way in south america.please help me how to fix this.mail me please
February 1st, 2008 at 9:15 pm
My ps3 just broke, it doesnt read the discs, and I lost my receipt so Sony wants $150 for me to get a new one. especially since its 40Gig that was manufactured months ago and only had it for 2 months. And they still want another $150. So i say fuck sony right now. Ive been a fan of them but right now it ticks me off that they cannot get me a new ps3 bc i dont have freakin receipt!
February 1st, 2008 at 9:15 pm
4 months ago**
February 8th, 2008 at 6:51 am
yea well 7 months back my ps3 broke after a month it wouldnt read the disk i got it replaced now 2 weeks ago my 2nd ps3 broke and this time the lens jams up i ve sent it away and it will be back this week cos its still under warrenty so im one unlucky basted and i still think ps3 is the best xbox are so crap
February 11th, 2008 at 6:46 pm
I purchased a 60 GB PS3 last September and a week ago the disc player stopped reading a game right in the middle of play. I made sure it was clean, re-inserted it to no avail. The disc drive is completely dead. I have been trying to contact Sony Customer Service on their toll free number for two weeks and all I get is a busy signal. After researching all the blogs about PS3 machines, I have found the dead disc player problem to be very common and also that it is almost impossible to get in touch with Sony. Having been a loyal Sony customer since the days of early Trinitron color TV’s I find this apalling and unacceptable. I have around $10K in current Sony technology in my house - from WEGA LCD TV’s to all of their game platforms - and I will NEVER, EVER purchase another Sony product and will tell all my techie friends about my terrible experiences with their non-existent customer service. SHAME ON YOU FOR NOT STANDING BEHIND YOUR VERY EXPENSIVE AND USELESS PLAYSTATION 3. My other Sony products will now go on Ebay and I will replace them with Panasonic, who at least can be talked to if there is a problem. Buyers beware the PS3 - it is an expensive dud!
February 12th, 2008 at 1:38 pm
ive got a 40gb ps3 and when i play my fifa 2008 on my ps3 it feels different and its been 1 month till i bought it i was actually gna buy xbox but i researched about 3 red lights noww ps3 problemss can som1 help me
February 21st, 2008 at 10:12 am
I just purchased a ps3 about 3 weeks ago, and the system is not reading all my discs, including the blue rays. So thankfully I have 90 days, so I took it back, and they replaced it for me. Whats up with the system not reading the discs. Its like I pay all this money for this machine and it breaks down on me not 3 weeks later.
March 25th, 2008 at 6:57 pm
Every time I turn on my ps3 he screen stays black. I bought new jacks but it still didn”t work.I can”t even play it anymore
March 26th, 2008 at 9:48 am
the ps3 has a less than 1% faliure
April 26th, 2008 at 9:40 pm
my PS3 just gave out and its out of warranty and now i have to pay 150, yeah right….its sonys fault for the faulty PS3. ITS A 60G from the early launch
May 18th, 2008 at 8:02 am
I just bought GTA 4 and had to download a new version of 2.3 before I could play the game. I got to play it for a whole two days and then my playstation 3 (being the P.O.S. it is) decided that I wasnt worthy to play it any more. I don’t agree with sam here on the top who says the PS3 has less than a 1% failure when all of my friends have one and none of them work now. So congrats to sony for making my purchase a big hyped up item for 500.00 and now it doesnt even play games or movies, and since I don’t have my receipt I won’t be receiving top of the line service from them even though I still have purchased something. Turns out that my diode is broken from downloading version 2.3 and sony is taking no blame for it. Like I really knew that version would mess up my playstation. To be honest, it was fun while it lasted (a whole 4 months) THANKS!!
May 26th, 2008 at 8:44 pm
my ps3 broke it wont read a disk and and plus my jaks are turned of
May 31st, 2008 at 8:53 am
OK, I just want to say that if you would TAKE CARE OF YOUR SYSTEMS you will hardly have any issues. Don’t let your games sit out of their case’s collecting dust then insert them into the system and blame Sony for faulty products. Don’t leave your system on for days and days and then complain if a fan goes out. I know many people with the PS3 and not 1 of them have had problems in the year and a half it’s been available. If your issue is a legitimate error on Sony’s behalf, ignore this. I just hate seeing all these people ranting and flaming Sony on a great product. Every Sony product I’ve owned, with the exception of the PSP, was a great buy that I was very happy with. The psp was just a waste of money, good hand-held but I’m not a fan of the portable gaming. Sony has always been good with me when it came to customer service. I generally correspond with them through e-mail, but they have always been prompt with their response.
Nick
P.S> Have any of you added a OS (operating system, IE - windows, Linux) If any of you have, how did it turn out? Is everything PlayStation related still fully functional? I’ve been considering doing this for months now but I’m not sure about it… Don’t want to take a chance the console wont work as a console anymore.
June 3rd, 2008 at 3:26 pm
well.. my PS3 has been running smoothly all along, 3.5 month now, never experienced any problems with it, and i hope to keep it that way
, my mates xbox died, so i talked him into buying a ps3 to, PS3 is the future
play b3yond mates
July 13th, 2008 at 11:37 pm
sony is a punk for making me pay 169.99 wen its there fault it doesnt turn on for no reason
September 22nd, 2008 at 9:20 am
1 year and 3 months and my ps3 is done. It will get stuck as soon as Sony entertainment America disapears. For $140 they will send me a refurbished one with only a 90 day waranty. Ps3 is a rip off.
September 27th, 2008 at 12:06 am
Well, my PS3 worked fine while I was stationed in Serbia. When I came back to the states, I was asked to upgrade to a newer version of firmware, which I did. This killed my PS3. Unfortunately, by the time this debacle occured, I was already passed warranty. So PS firmware killed my system. I’ve sent countless emails to the SCEA people who have expressed their generalized heartfelt sympathy then forwarded me on to someone else. I finally called and ended up getting hung up on by a guy named Tony. I think he has real anger problems. Basically, unless I’m under warranty, and I have my original receipt, I’ll have to suck up the 150 bucks because of their fucking mistake. According to the Asst. Manager I spoke to, it was in the agreement of the firmware download that PS would not be held responsible for any fuckups related to their garbage firmware. I feel really raped. If I could, I would drive to SCEA and throw a brick through their window. All the people who say, “hey, Sony’s great, you’re being really hard on these guys!” Just wait until you’re in my situation and your viewpoint will be changed dramatically. Officially, Sony can eat my ass.