Got a bit of a problem with dick smith.
Bought the ps4 console online during the dicksmith deals in february
Controller broke, emailed ds twice but they never replied. Took it into the store to get a replacement/refund. He called the online store and they said they can't replace/refund it because I have to bring in the whole console because the controller was part of the bundle I bought.
Ridiculous.. What should I do?
Buy another controller in store, walk outside & put your faulty one in the box for the new controller and return it?
sounds possible. as long as there are no identical serial numbers on both the packaging and controller. Or even a serial number on the controller to show its from a console bundle.
ah, just got an email from dick smith
They said to contact sony, get a case number then bring it instore and they'll replace it.
But sony said to just contact the retailer without giving me any case number.
Shall just print the emails and take them into ds tomorrow
It is easier and very likely quicker dealing with sony directly. They are the one who will be doing the warranty work. DS HAS to facilitate warranty because it was purchased from them, but there is no guarrantee that they will do it efficiently or fast.
They're obliged to open a new console box and swap the faulty parts (just the controller)
Are they?:O
Yeah, it's covered under the warranty as is everything else in the box. The easier way to do it is to just swap a controller but the proper way to do it would be to swap the faulty controller with a fresh one out of a PS4 box.
Don't know why I got negged, I used to work in retail and am only speaking from what I was taught regarding consumer guarantees.
Yeah your not really right though (didn't neg)
Back in Kmart that is what we would do for customers that had faulty consoles that showed an issue within the first 2 weeks (reduced down to 10 later on) of purchase.
It was apart of the warranty we had with the manufactures that if it failed within that period it was considered dead on arrival.
What I'm working from is the ACL consumer guarrantees. I would consider the fact that the controller no longer works to be a major failure, as any reasonable consumer wouldn't have purchased that console if they knew the controller would die within 4 months.
When there is a major failure, the consumer can:
reject the goods and choose a refund or a replacement, or
ask for compensation for any drop in value of the goods.
As a major failure it is up to the consumer whether they wish to go back to the supplier or the manufacturer.
Sony's consumer product warranty states that "Sony agrees to repair or replace at Sony's cost the Sony product, and any Sony accessory supplied with the product." This is considered to be a 'Warranty Against Defects' and is provided in addition to the previously mentioned consumer guarantees. While this could be interoperated as having to return both items, I believe they mean that the warranty applies to both the product AND the accessories which Sony is offering to repair or replace individually.
Here is a Sony Returns document that I found through a google search which shows that faulty controllers should be swapped with shelf stock. I feel that this backs me up in that they intend for accessories to be returned and replaced separately.
I hope this doesn't come off the wrong way, I did a bit of research to make sure I was right and I would be interested to hear any reasoning as to why what I said isn't technically right.
Hopefully we can at least agree that it would have been in everyone's best interest for Dick Smith to just swap the controller with one off the shelf and save everyone some time and greif.
I believe they are correct.
I know it sucks but thats all you can really do.
What will you do with all your spare time?!?! thats the real question.