PS4 PRO faulty after 20 months - Warranty?

Lbenlaw2381 on 05/09/2018 - 12:21

Hi all,

I have a PS4 Pro 1TB that has stopped reading discs after 20 months of ownership. Was purchased Dec 2016 and I still have the receipt.

I realise the warranty from Sony/JB Hifi is only 12 months, but I was wondering if the ACL requires me to have a working product for longer than this? I can't seem to find anything online which stipulates the reasonable amount of a time an electronic product should last for.

I'm just looking into this because I actually hardly ever play it and I would average at most 1-2 uses per month, so have not used many times. Quite frustrating when all my previous Playstations have lasted for many years without fault. My ~7yo PS3 is still going strong!

I have tried calling Sony already and they said it was out of 12 month warranty so any repairs are at my own cost.

Would appreciate any advice I can get from all you wise consumers.

Thank you

Gaming Consumer Protection Game Console Sony Warranty

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

      • benlaw2381 on 06/09/2018 - 12:23
        +1

        Agree with @wiipantz - I shouldn't have to physically tap something for it to work properly, especially a major function like read the actual game disc. But thanks for the workaround @chris12345

  • Employeeurzu @ JB Hi-Fi on 06/09/2018 - 10:05
    +5

    Hi OP, I recommend that you take your console to your nearest store with your receipt and any original accessories if you have them. You may still be covered under ACL. If your purchase was over $500 in value, you will automatically be covered under Jb HiFis minimum voluntary warranty, aka as we know it, ‘the blue booklet’. Check t out here https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

    • Burnz316 on 06/09/2018 - 12:07

      I agree with urzu, just take it back to JB HiFi and they'll most likely be pretty helpful. They covered the repair of a phone that was out of factory warranty for me.

      (I would ring Sony first and see if they will cover it, and if not give your JB HiFi store a call)

      • benlaw2381 on 06/09/2018 - 12:25

        Thanks @urzu @burnz316. That's the plan now. I backed up my PS4 data last night onto a USB HDD so will take my console and receipt (Box and all still!) back to JB's tonight.

        • follow on 06/09/2018 - 12:33
          -5

          You just need to bring the PS4 I'm pretty sure. Keep the controller in the car and see what they do. You might end up with a new controller

        • benlaw2381 on 06/09/2018 - 13:09

          @TarquinOliverNimrod: DDDUUUUUDDDEEE - You are a genius :)

        • Employeeurzu @ JB Hi-Fi on 06/09/2018 - 15:24
          +1

          @TarquinOliverNimrod: If you just return the console and it falls within replacement period (which it may not - it may instead be repaired under voluntary warranty), they'll just open a new box and give you what you gave them. So you may actually be better off bringing controllers, cables and box to get all new.

        • follow on 06/09/2018 - 15:26
          -1

          @urzu: yeah you're probably right but worth a shot

        • benlaw2381 on 06/09/2018 - 15:51

          @urzu: Good point. I'll take the whole lot. Let's not get greedy. I did just want the warranty honoured after all! :)

        • Associatedhypie @ JB Hi-Fi on 07/09/2018 - 10:00
          +2

          @benlaw2381:

          I suspect that the item will be sent away for assessment first. This is reasonable to rule out physical damage. It also allows JB Hi-Fi the time to receive a credit for the faulty item via the manufacturer who must also abide by consumer law.

          Please update the original post with the final result OP :)

  • solidussnake on 06/09/2018 - 17:12
    +3

    Ex JB Employee, If you paid over $500 it will have at least 2 years warranty 1 Sony +1 ACL Take it to JB they will send it to sony for repair/replacement and JB will pay the costs. They will only replace what you give them trust me !!!! lol

    • follow on 06/09/2018 - 17:30

      what would your approach be if someone brought it in after 2.5 years?

      • solidussnake on 06/09/2018 - 18:06
        +1

        Acl is a very grey area, basically you would ask to speak to a manager as they can overide the decision from the warranty website they use to process repairs and would most likely authorise the repair or replacement.

        Then again ive seen a 7yo 55" samsung tv get refunded as it was unrepairable as they pushed ACL hard haha.

  • Apoca89 on 06/09/2018 - 19:34
    +1

    Generally I thought that for all electrical goods have at least a two year warranty.

  • grrrr on 06/09/2018 - 21:30

    PS4 replacement optical drives cost $30 on ebay.
    Youtube videos show you how to do it.

    Might be an easier solution than dealing will all the other BS.

    • johnno07 on 08/09/2018 - 23:00

      Easier than walking into a shop and having some else fix it? Or outright replace it? I don't think so.

      • Dr Techno on 08/09/2018 - 23:11

        For me I actually get more enjoyment from buying faulty consoles from ebay for next to nothing and have the challenge to repair them. Once I repair them I think damn the fun part is over! Next!

  • minatosensei on 07/09/2018 - 01:14

    Iv actually had a similar issue with my nintendo switch tho. I bought it on release and have used it sparingly. It won't turn on now, it doesnt seem to charge from the dock or the usb c cable provided. I even tried a different usb c phone cable and i doesnt work. I looked online and tried the troubleshooting methods to no avail. It doesn't seem to be in sleep mode.

    I contacted my local Eb games store, and they replied that its out of warranty and suggested i speak to Nintendo directly.
    Now im wondering how to proceed with this

    • minatosensei on 07/09/2018 - 01:16

      Anybody else dealt with Eb games and had similar issues?

      • McFly on 08/09/2018 - 23:02
        +2

        Haven't had to deal with this with EB, but they can't just fob you off to the manufacturer.

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

        Looks like retailers needs a bit more time to learn the ACL, because 8 years isn't that long!

        Having said that, it may be easier and quicker to go direct anyway.
        Who would expect a console to last less than 18 (or 20) months?

    • yaziyo on 09/09/2018 - 09:23
      +3

      Their response to you is illegal. If you get no luck with the store I'd write an email to head office, they'll probably bend over backwards for you. The switch isn't even 2 years old and a reasonable person would expect it to last at least that long.

      • minatosensei on 13/09/2018 - 01:26
        +1

        thanks to both you guys.
        i emailed EB customer service and they will look into the matter of exchanging if it does end up being a manufacturers fault
        they seemed pissed that i was turned away from the local EB store
        so glad, i actually gave up and was about to wait and hope for another sale on the Switch to pop up here

  • TTROCKNROLL on 07/09/2018 - 01:17

    1 year manufacture/Sony warranty and 1 additional year ACL warranty. Also check out JB’s blue brochure - https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

  • OpayuOnam on 07/09/2018 - 10:27

    buy an xbox next time with 24 months warranty.

    But jokes aside I would first contact JB and check with them since they have these brochures that indicates ACL covers most electrical goods for at least 2 years.
    Second if the jb fails, call sony and see what they say

  • Chochkee on 07/09/2018 - 12:11

    Lesson for all, buy your electronics from Costco

    • PVA on 07/09/2018 - 13:50

      not worth travelling to another city for.

  • Stphen on 07/09/2018 - 14:34
    -1

    Do they sell an extended warranty for the PS4, because that would give you a good idea how long the seller of the warranty thinks the product will last? They would have a fair idea of when the highest number of products are most likely to break and the extended warranty would end just before that.

    https://www.sciencedirect.com/science/article/pii/S089812210…

    • solidussnake on 07/09/2018 - 15:49
      -1

      Yeah no that's a pretty ridiculous statement.. Most retailers sell warranties on products to make more money period, If they sold warranties because they thought the goods were not up to scratch that would be illegal

      • Stphen on 07/09/2018 - 22:24
        -1

        The goods are ok and it is up to you if you buy extended warranty, but does not mean it is a good idea. They sell it to you because they believe the product will not break down over the extended warranty period, that is what they are gambling on and that it is more likely to break down after the extended warranty ends and that is their estimation of the end of the life of the product.

        Most products break down either in the first couple of months, or at the end of their predicted lifespan, the period in between is the lucrative time for companies to sell you warranty/insurance and have minimal returns of their product for repair. It is well known as the Bathtub Failure Rate and it is perfectly legal.

        Check out Figure 1: The Bathtub Curve on the site below.
        https://www.weibull.com/hotwire/issue21/hottopics21.htm

  • lead_org on 07/09/2018 - 16:21
    +2

    JB HIFI has the ACL warranty term. You should be fine for the 24 months warranty.

    https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

    Also, Sony will also honour the 24 months ACL warranty. Just speak to the customer support and request they honour the 24 months warranty ACL, if they don't speak to the Australian product manager and bring up ACL.

    Even Apple honours ACL 2 years warranty.

    • follow on 07/09/2018 - 17:47
      +1

      Sony doesn't have to. Your rights apply to the retailer. They could give a 6 month warranty if they wanted to.

      • solidussnake on 07/09/2018 - 23:48

        Correct, soo much bad advice on this post lol

      • happydude on 08/09/2018 - 14:29

        ACL applies to the retailer and manufacturer/distributor.

        • follow on 08/09/2018 - 14:36
          +1

          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.

        • happydude on 08/09/2018 - 17:19

          Sure, in theory… but the same acceptable quality test applies and they would generally offer to fix it rather than pay you out. A consumer can demand whatever they like so I disagree with you there (and the ACCC website that you copied and pasted that from). And if you take it to the supplier in the long run the manufacturer pays the bill anyway.

          Going to the manufacturer for a remedy shouldn't be ruled out especially if you are getting no where with the retailer.

        • follow on 08/09/2018 - 18:31

          @happydude: They can fix it if they like, they're not required to. Sure, a consumer can demand whatever they like, but the manufacturer have no obligation to repair refund replace.
          Different rules apply for manufacturer and the OP would like to get it repaired. In this case, dealing with the retailer is what he needs to do.

  • goraygo on 07/09/2018 - 22:34
    -1

    Did you buy the PS4 Pro with a credit card with additional warranty feature? If you have then it’s just a claim with a little bit of excess.

    • benlaw2381 on 14/09/2018 - 14:44

      Thanks mate. It's more than a little bit of excess though. It's $250!!! Not worth it!

  • brandogs on 08/09/2018 - 00:46

    I bought an Xbox One X in November last year and it is already having issues with disks not ejecting. Thank God I'm still within 12 months, this thing cost me $650.

  • [Deactivated] on 08/09/2018 - 08:11
    -2

    Buy another one brand new. Swap them, and go back to the store with the broken one saying the item is faulty and ask for a refund. Lol.

  • Atazoth616 on 08/09/2018 - 10:13

    If JB-Hi-Fi refuse to accept the return argue that:

    United Kingdom's and Scotland's consumer protection laws state that electronic devices should last at least five years.

    European law state that electronic devices should last at least two years.

    Based off these laws a reasonable consumer of Australia might be defined as person who expects electronic devices to last for a minimum of two years and a maximum of five years.

  • User123321 on 08/09/2018 - 16:13

    I have working Playstation 1 , 2 , 3 and 4

    I have working Atari , Nintendo , Super Nintendo and Nintendo 64

    Do you think its "Reasonable" that a $500 console lasted you 2 years ? if yes then you don't have a case ? if no ? then go contact sony for a free repair if they refuse tell them you will go to the fair trading department and then it will eventually go to the tribunal where it will be sorted

    Just for scenario sake

    I had a Panasonic TV it stopped working after 4 years warranty was like 2 i contacted them and said do you think its reasonable my tv stopped working after 4 years when i have other tv's in the house that are older still working they gave me a refurbished tv that i still have now

    I also had a toshiba laptop which was out of warranty by 2 years same case contacted them told them i would to the fair trading department they repaired the laptop for free

  • lachhelix on 08/09/2018 - 18:26
    +4

    Update? How'd you go at JB?

    • benlaw2381 on 27/09/2018 - 12:10

      Have replied below :)

  • pwnd on 09/09/2018 - 10:24

    I have previously successfully returned a faulty five year old ps3 and had it replaced for free by Sony.
    Took some arguing, but having quoted certain sections of the ACL and having it escalated to a supervisor they agreed to replace it free of charge (pending their inspection) all in just the one phone call.

    • follow on 09/09/2018 - 11:33

      When did you buy the PS3?

      • pwnd on 09/09/2018 - 11:53

        About nine years ago. Happened about four odd years ago.
        Replacement PS3 still going strong

  • trapper on 11/09/2018 - 17:12
    +2

    No one in their right mind would buy a PS4 PRO if they knew it would be dead in only 20 months.

    You are almost certainly covered under ACL. Your claim is not with Song though, go back to JB HiFi.

  • benlaw2381 on 27/09/2018 - 12:09
    +2

    Hi All,

    Just updating on what happened. Took me a while to get round to JB Hi Fi, so apologies for the late update.

    Long story short, JB HiFi agreed it would be covered under their voluntary warranty, but would not replace it. I asked to speak with a manager but they said the same thing. They said they have to do what the system (Rules on their POS machine) allows them to do and it would not allow them to offer me a replacement.

    They have taken the console unit itself away and it is being sent off for repairs. Approx up to 6 weeks wait now.

    So unfortunately not the result I wanted, but at least I have a fix rather than having to buy a new PS4, so happy about that at least.

    Thanks to everyone for your help, it's been a good learning experience.

  • N1NJ4W4RR10R on 07/10/2018 - 18:34

    First off, oof. Feelsbadman.

    Secondly…I thought the warranty was 3 years? Apparently not I suppose.

    But yeah, seems you're screwed :/ unless you can switch out the storage if the ps4 actually allows that.

  • Arch1818 on 07/10/2018 - 19:32

    I bought a corsair mouse with 12 thumb buttons less than around $120. About 15 months later it stops working. Jb refunded me the full cost of the mouse withoout even testing it. I know 20 months and 15 months are quite a big difference. But the cost of the items are different too.

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