New Model PS4 Died After 4 Months, Sony Says Can ONLY Be Replaced With Old Model

Llordezekiel on 11/03/2016 - 23:45
Last edited 11/03/2016 - 23:47

As the title says, bought a PS4 end of october last year, has barely been used. Tried to power it up last week but is dead, not a single bit of life in it, tried all the usual things, checked forums, sony support etc, its dead.

Call up Sony support to organize replacement under warranty, they then state that they dont have any stock of the current (new) model - nor will they EVER have stock of the new model - and claim my ONLY option is to accept a previous model (old) refurbished console as my replacement.

Question i have is what to do about this situation?
According to ACCC a faulty product must be replaced with exactly the same item (of fricking course it should be!)
No substitutions, older models, similar models, the SAME thing that your purchased in the first place.

What Sony are doing is illegal, but they claim no other option is available, which i find utterly ridiculous.

Any ideas from my fellow ozbargainers about how to proceed would be appreciated.

Gaming

Related Stores

Sony Australia
Sony Australia

Comments

  • iratepirate on 12/03/2016 - 00:10
    +5

    You are entitled to a refund if you so desire. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

    http://www.accc.gov.au/consumers/consumer-rights-guarantees/…

    Ask for a refund and go and purchase the newer model yourself.

    • Settero on 12/03/2016 - 06:13
      +1

      Approaching the retailer or manufacturer
      The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

      its unlikely that he bought it direct from sony. if he did you are right.

      • lordezekiel on 12/03/2016 - 06:49
        +3

        Ok, so having bought it from Target i should be entitled to ask for a refund instead of a replacement?

        • Settero on 12/03/2016 - 10:31
          +1

          probably not.
          i do not think any fault with a ps4 could be described as "not easily" fixed with a replacement/repair. they can not force you to accept a older model if that is their stance , demand a refund.

  • Cave Fire on 12/03/2016 - 00:57

    Have you spoken to managers or higher ups at the call centre? The stuff about not having stock of the new console sounds crazy, if it was a front line staff member, you should get their id/details and request to speak to their manager. Or try posting on their Facebook page, as this sometimes goes to people who have more authority.

    • lordezekiel on 12/03/2016 - 06:46

      Hi, i called twice and talked to two different front line sony reps, they both had the same spiel about only having old models available.

      I was thinking of calling again and demanding to speak to a manager, i mean surely they can supply me with a current model replacement, i mean they are selling them all over the country for the last 6 months, there would be stock everywhere you look!

  • riddick4 on 12/03/2016 - 03:34
    +1

    Sounds ridiculous. I would either approach the store manager or call Sony again and tell them of your rights for a real replacement. Not this refurbished garbage.

  • Japius on 12/03/2016 - 04:25
    +1

    Go back to the retailer and get a refund. If it's a retailer like HN etc you may even find they call up their Sony sales rep and suddenly are able to replace it for you with their stock.

    I'm guessing Sony have stock just for warranty replacements and it's all old models, I'd go make it the retailers problem instead, much better have of getting it sorted quickly

    • lordezekiel on 12/03/2016 - 06:48

      I did buy it from Target, and i contacted them online and was told if i brought it in to their store, they would need to send it back to sony to have the fault assessed… can i just demand a refund (instead of a repair/replacement) at Target if i rock up with the console and my receipt?

      • Japius on 12/03/2016 - 07:33

        If you have an email etc from Sony stating it will be replaced, but with the older model, I would take that with me and speak to the manager at target. Be prepared to also phone target in store as some of their managers can be hard asses. But at the end of the day of it has to Be sent to Sony I would do it through target so when an old model is sent back you can demand a replacement in store.

      • swapsey on 12/03/2016 - 10:35

        This doesn't help you now, but this response from most retailers is the reason that whenever possible on electronic items especially I buy from Costco. They will refund no questions asked. No sending anything back to manufacturer to assess.

        That's how to look after customers, and the end result is Costco gets more of my money!

        • Tal_Shiar on 14/03/2016 - 03:38
          +1

          I understand why you shop there, but others ruin things like this for others

  • ChillBro on 12/03/2016 - 05:25

    That would suck. I would definitely escalate that especially considering the benefits the new model has over the old. I actually sold my old model just to upgrade to the new C-Chassis model since it was significantly quieter and didn't have the annoying touch power button bug.

    • lordezekiel on 12/03/2016 - 06:43
      +1

      Yeah i did the same thing, i had issues with the previous model, especially the touch buttons that kept malfunctioning and ejecting discs while i was playing or turning on my console to eject discs while it was not in use.

      So i sold it and bought the new one, so now to be offered the problematic old one as a replacement, so pissed.

      The Sony rep was so rude that he said to me, "you know, if you are unhappy getting the old model as a replacement, you can just go and buy the new model!"
      I said that's what i freaking did 4 months ago, and now its broken and you want to give me the old one back!
      Utterly absurd.

  • endotherm on 12/03/2016 - 07:57

    What Sony are doing is illegal, but they claim no other option is available, which i find utterly ridiculous.

    Well it's not illegal if they haven't got stock to replace it with. It might seem strange to us but manufacturers do run out of replacement stock from time to time and it seems they are trying to offer you some sort of solution. Manufacturers tend to treat replacement inventory differently from retail store inventory.

    Having said that, you do have the right and the expectation to have it replaced with an identical model. Was it a special edition/diamond encrusted model or something? If it was a commonly available model, but Sony service just don't have replacement stock, just get your money back from either the manufacturer or retailer as provided by the Australian Consumer Law in respect to a major defect. Then go and buy a new one from any retailer that has one in stock. Unless you bought yours at a substantial discount and you can't get one at a retail outlet for the same price, you are also entitled to compensation under the ACL as well; just ask for the difference between the refund and the current retail price so you can buy the replacement at retail price without being out of pocket.

    Your situation sucks, but shit happens in life. Just breathe and try not to play the victim card and rant and rave, you will get further trying to resolve your problem. The majority of your posts seem to be overly emotive and abrasive. If you are demanding help from Sony or the store with that attitude, I doubt you will get very far. The solution is provided by the law, just take advantage of it, there is no need for hostility. You could also have had the old one replaced in the same say without selling it (and probably taking a loss) if you calmly asked here for help first.

    • Randxyz123 on 12/03/2016 - 13:50

      Call sony back and ask for a manager. Mention the Australian consumer law and say you aren't prepared to accept the old model for a replacement… I'd be doing this all through Target though. Then you'll be able to choose (hopefully) a replacement or full refund.

      Sometimes big companies conveniently forget about the consumer law in Australia (off topic but you should have seen the Apple Genius's face when I mentioned it in regards to getting my laptop fixed after he had explained I had a one year warranty and the repairs would be over $600…. I confidently explained that I had a warranty for at least 2 years) This was when it was just introduced…

      My point is mention it to them because they know full well they can't get out of it.

      Was it a special edition/diamond encrusted model or something?

      The first gen model had issues with being really loud and various other issues (like many first gen products have). What Sony did was quietly introduce a second gen model that fixed a lot of the problems. Therefore giving the OP a refurbished first gen model wouldn't be a good enough solution.

  • Excelsior on 12/03/2016 - 13:18
    +2

    I bought mine from Target and it had a few issues within the first week or so. Brought it back and explained in detail with proof of what was wrong with it (as well as further proof of other people having the same issues) and they gave me a brand new one on the spot no questions asked. The manager was very understanding and professional.

    • lordezekiel on 12/03/2016 - 15:24
      +1

      That sounds good, i will go to Target tomorrow and try my luck with them, they have been great in the past with returns of smaller items so hopefully it goes well.

      Thanks to everyone for your input, appreciate those that took the time, will let you guys know the outcome.

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