Warranty Issue with Sony - PlayStation

LBatou on 22/04/2018 - 08:38
Last edited 22/04/2018 - 09:36 by 1 other user

Hi ozbargain

Hoping you can help with this problem I have.

I recently purchased a brand new ps4 pro from my wife's friend who got it for a good price direct from the Sony store and decided to make a little money reselling it. She sold it to me and gave me the receipt, she also signed on the back saying she sold it to me.

Unluckily for me, the controller is faulty… For the last couple of days I have been trying to deal with playstation support and here is what they have said so far:

• We don't sell playstations (they now agree they do)
• They don't support accessories, the controller (they now acknowledge they do)
• And the big one, they don't support me because I am not the original owner,even though I have the receipt and it's less than a month into its warranty.

I told them they must support their products under Australian law and that the receipt is valid. I am now waiting on a call back from their manager.

Am I in the right here? I always thought this was clear cut. I have a valid receipt, they should support their product.

Related Stores

Sony Australia

• 

  whooah1979 on 22/04/2018 - 08:50

  +1

  my wife's friend who got it for a good price direct from the Sony store and decided to make a little money reselling it.

  this is where it gets tricky.

  https://www.accc.gov.au/consumers/consumer-rights-guarantees…
  you plan to on-sell or change so that you can re-supply as a business
  bought as a one-off from a private seller, for example at a garage sale or fete (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges)

  • 

    Batou on 22/04/2018 - 09:04

    Thanks for your reply.

    Edit. It made more sense on second read through.

    • 

      raziel2001au on 22/04/2018 - 09:28

      +2

      It means you have full ownership of the item. They can't claim it belongs to them after selling it to you. But it sounds like the guarantee is not transferrable.

      Having said that, I've bought stuff and got the receipt in the past and returned items to a shop using the receipt. It makes no sense for Sony to refuse the repair - but that's why I buy all my consoles directly from EB games and them exclusively, never ever had a warranty issue with anything purchased there. Even returned my PS4 out of warranty and they swapped it out for a new one. Try that with any other shop and they won't take it back.

      I would contact the ACCC and ask them directly, say it is only a week old, already broken and that you have the receipt which is signed that it was sold to you. They will be able to point you in the right direction or confirm it can't be done.

      • 

        Batou on 22/04/2018 - 09:34

        Thanks mate

        A lesson has been learnt by me here :)

• 

  Slippery Fish on 22/04/2018 - 08:57

  +7

  Lol. If they won't deal with you get the friend to raise it.

• 

  Godric on 22/04/2018 - 09:04

  -3

  cute console problems

  • 

    airzone on 22/04/2018 - 10:07

    "You paid how much for that game?"

• 

  Ughhh on 22/04/2018 - 10:18

  +3

  If it wasn't mentioned that you're the second owner, would Sony find out and decline warranty?

• 

  Axelstrife on 22/04/2018 - 12:27

  I think you might just be unlucky that it was bought direct from Sony as with a normal receipt there's no name or information linking it to one person, i bought a used ps4 in the past and went through warranty but the receipt was from target so no name from who bought it.

• 

  [Deactivated] on 22/04/2018 - 13:26

  Your consumer guarantee (i.e. replace, refund, repair) don't apply when bought from a private reseller.

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

  Rights to a repair, replacement, refund, cancellation or compensation do not apply to items:
  …
  bought as a one-off from a private seller, for example at a garage sale or fete (but you do have rights to full title, undisturbed possession and no unknown debts or extra charges)

  Warranties are on top of consumer guarantee, but if Sony is saying the warranty doesn't apply after a private resale, I think that's the end of it because warranties are at the retailers discretion.

  • 

    Quantumcat on 22/04/2018 - 14:16

    I think that section only applies to trying to get a refund from that private seller, not from the original shop it was bought from. It wasn't bought as a one off private sale from Sony.

    • 

      [Deactivated] on 22/04/2018 - 18:40

      Good point, I'd like to know what the real answer is, because it all seems a bit unclear.

• 

  Halo375 on 22/04/2018 - 14:22

  +1

  This is dodgy but…. buy a new controller. Put the defective controller back in its packaging and return it for a refund or replacement since it isn’t working. Not the most moral thing, but Sony really should be supporting you with this.

  • 

    BobD on 23/04/2018 - 09:09

    -1

    That could fail if Sony just happen to note and record serial numbers. That is, you buy one serial number and return another. Better do it through a retailer, not Sony.

    • 

      Halo375 on 23/04/2018 - 09:43

      -1

      Yes I should have made that clearer - I would expect someone to buy from a retail outlet with a good returns policy to do something like this. No retailer tracks serial numbers for accessories, they just track unit sales.