WARNING! FW 4.4 update has rendered my previously perfect PS3 useless. Sony wants to charge me to replace my out of warranty PS3

ozf1 on 23/03/2013 - 13:50
Last edited 28/03/2013 - 00:05

WARNING! PS3 Firmware 4.4 update has rendered my previously perfect PS3 useless (One of the last fat PS3s).
Sony wants to charge me $175.00 to replace my out of warranty PS3. I lose all my downloaded game data (10s of Singstar tracks and some PSN dowloaded games, + hundreds of gigs of converted DVDs, PLayTV data, and workout videos (for the wife), painstakingly converted and edited from the DVDs).

The least they should do is replace the unit for Free.
I googled 'PS3 firmware update has killed/broken my PS3' and there's many posts of other people having the same experience as me with earlier firmware updates.
Sony simply refuse to acknowledge the fact their firmware has and continues to 'break' PS3s.
Conspiracy theorists seem to believe Sony does this so that you buy a new unit, others (which is the thinking I subscribe to) believe that the new firmware updates are designed for the newer PS3s hardware and when we try to load t on the older PS3s it just does not work, but rather than advise that you can no longer update your PS3, Sony is happy to just let their customers find out the hard way, and tell them as in my case - 'you're just going to have to buy a new one!'.

Gaming

Comments

  • m0nkeycheese on 23/03/2013 - 13:53

    How old is it?

  • strangeloops66 on 23/03/2013 - 16:30

    Is the issue widespread in that there are others who have complained about the same issue on different fora? If it is, stick to your guns and demand a replacement at no charge. Statutory warranty is not the issue: if the firmware has been applied by you correctly and has rendered your system inoperable by its introduction, Sony has an obligation to replace it.

    • lplau on 23/03/2013 - 17:27

      Proving it is the problem. Quite a few products, not sure if it applies to PS3 though, but upgrading the firmware they usually display a "Disclaimer" screen saying that this might "F!@#!@" your machine up. If it did give you this screen then……. you can't really do anything about it.

      They might stick to their guns though, saying that you screwed it up because you may have pulled the power because you thought it was frozen or something…. haha. Since I think there is a warning on screen while you are flashing it saying do not turn off machine.

      Have you tried to fix it yourself???
      Try this:
      http://community.us.playstation.com/t5/PlayStation-3-Support…

      • Davo1111 on 23/03/2013 - 22:36
        +2

        statutory warranty trumps disclaimer.

        • SirFlibbled on 18/04/2013 - 10:12

          I believe Statutory warranty isn't retroactively applied. If the item was bought before Jan 2011 (which it would have been) Statutory warranty likely doesn't apply (cbf researching this though, happy to be proven wrong).

          But really statutory warranty is a codification of the old common law warranty so it may still apply.

  • wukachuka on 23/03/2013 - 18:22

    Copy the data off first?
    Seems like the way to go.

    • sane on 23/03/2013 - 18:57

      I'm assuming the device isn't working after a firmware update.

      At a minimum, if Sony were fixing it I'd expect all data to be recovered and restored. I certainly would not be giving up my hard disk with the data on it. They don't need that to fix a firmware issue.

      I'd probably try something like http://www.youtube.com/watch?v=yZWye1CLTVo - it's only a question of hacking the firmware into a working state.

      I'd not be handing over $175, if it's truly stuffed then put the money to a PS4, or the MS equivalent.

      • ozf1 on 24/03/2013 - 15:47

        Sane, Sony tech stated they do not fix PS3s, they just replace them.
        I already own a XboX360 also, ended up buying one for the kinect, we all love it.
        PS3 has pretty much only been used for Singstar and as a media centre (videos on HDD and Bluray).
        Although I have the GT logitech steering wheel, pedals and seat, I don't actually get the time to use it.

  • ozf1 on 24/03/2013 - 00:57

    Cheers all,
    I will stick to my guns, Iplau I'lll try that also, sane, yes it wont go further than 99% installation.
    m0nkeycheese, I think the age is irrelevant as the unit was working perfectly prior to this update and I only do the updates so I can continue downloading from the PSN.
    I dont plan to pay $175.00 (if they dont replace my unit at no charge (I dont like to say FREE), as I did pay good money for it, I will lodge a complaint withe ACCC or consumer Affairs, whichever is the appropriate body, as it is Sony's firmware that has rendered my unit useless, not anything 'I' have done.
    Iplau - I did download the FW properly and the install was attempted without taking the power off or powering off the unit whilst frozen.
    The unit did not freeze, it just spat out the error message after staying on 99% for a while.

    I followed their trouble shooting instructions whilst the Sony tech was on the phone, after all this, the tech guy on the phone stated 'well, the next step will be to replace the unit, did you purchase the extended warranty?.. No(me), (tech guy)-well then there will be a $175.00 replacement fee.

  • HandsomeMonkey on 02/04/2013 - 02:28

    My nephew PS3 was stuck at 99% also when my sister updated the 4.40 firmware. I've read in some forums online saying that if you removed the HDD and reformat it with windows. You will be able to install the firmware again. Or replace it with a new HDD.
    Let us know how it goes…

    • ozf1 on 02/04/2013 - 15:01

      Cheers HandsomeMOnkey.
      I decided to lodge a complaint with ConsumerAffairs Victoria, longshot I know, but I am willing to be patient and see what comes. After I posted on the 24th, the so called manager called me, and after repeating what had taken place with his tech. he kept repeating like a parrot (no joke!), "the software is not designed to do that to your system, what has happened is, the software upon installing has identified/detected hadware errors in your system", to which I responded a couple of times, "OK, but prior to this update my PS3 has been working perfectly with not a hitch whatsoever in all it's life", The SCM repeats "the software upon installing…", he did this a good 5 times, to which I said "you're just going to repeat that over and over again aren't you".
      I think overall they count on dealing with 'kids' that will just give up and tell their parents 'it's broken' and get them a new one.
      I re4ad a story on the net (G4 website… (not too sure?)), about a person who filed a class action against them for exactly the same thing.

      On your suggestion, after all this is over, I will try to somehow recoup all "MY' data in the HDD first, I am also not looking forward to re-downloading all the Singstar tracks and games bought from the PSN.

      I Will update.

      • dreadpiratedan on 03/04/2013 - 12:08

        Well if what he is saying is "true" it should just cancel and stay on the previous firmware ! :|

        Good luck with your fight, it's probably going to be difficult one. Chances are the amount of consoles this has happened to could probably be accurately estimated based on various forums complaints. So even if it was ~20 people, that's a drop in the ocean compared to the millions that updated without a problem. So with that perspective you could probably see why they'd be skeptical, but regardless, for such a small number of people you think they could be more forthcoming with their customer service. It would be such little cost to them in the long run to replace/repair a small amount of units like that, especially if people start class actions against them! lol

        • ozf1 on 05/04/2013 - 14:22

          Well if what he is saying is "true" it should just cancel and stay on the previous firmware ! :|

          Exactly my point, at least if Sony responded with 'your hardware is not compatible with this FW' or viceversa, then at least, I could at make my own choice to just run with the older FW or buy a new one.
          That's the exact message I got when I tried to upgrade my Pre-unibody macbook pro to the latest OSX 'this software is not compatible with your hardware'.
          Iam still using the computer, but I can not do the same with the PS3!

  • tonyjzx on 03/04/2013 - 18:47

    heres what happens

    often a pc or whatever fails when a major update is done as it stresses the components

    it was probably on its way out anyway and the firmware update was the straw that broke the camel's back

    • ozf1 on 05/04/2013 - 14:18

      Cheers tonyjzx, the problem I have with that is 'probably', the fact is, it was working perfectly fine prior to me installing the FW, now it's just a brick as they say in the forums.

  • spychiatrist on 04/04/2013 - 16:14

    My 160gb ps3 has been sloooow since updating to latest firmware

  • sophiasmith on 05/04/2013 - 21:49

    Sony is at fault they produced the faulty update which rendered your PS3 unusable.

    As it is a major problem you have the choice of a refund or a replacement and compensation for loss.

    This will include lost games/saved games/data/[reasonable] data recovery costs and postage costs. If they continue to bullshit you spend a few hours, pay $35 and take it to a small claims tribunal.

    "Out of warranty or firmware updates at your own risk" is crap and unenforceable.

    Not to add insult to injury but it was recently http://www.worldbackupday.com
    (This does not excuse Sony)

    If you need that data badly on the cheap - grab GParted image the drive - mount the image - take your data off. It's surprisingly easier than it sounds. It's a very friendly linux live cd.

    Or if that is too much effort, grab GParted and just copy the stuff directly off the drive.

    • ozf1 on 08/04/2013 - 12:51

      Cheers sophiasmith, Sony sticking to their argument "the software is not designed to break your system, what has happened is, the software upon installing has identified/detected hadware errors in your system, thus aborting the install".
      Small claims tribunal is not out of the question.
      Sony's PS3 support page, 'e-mail here' section current status:
      http://faq.anz.playstation.com/cgi-bin/scee_anz.cfg/php/endu…

      Site Maintenance Notice

      This page is currently down for maintenance.
      We apologize for any inconvenience.

      • ozf1 on 08/04/2013 - 23:50

        11:50pm site still down for maintenance!

        • Mikeologos on 09/04/2013 - 21:37

          Please keep us updated, it's exactly this type of sh*t that makes me want to punch whoever makes the shots for these companies in the face.

        • ozf1 on 10/04/2013 - 10:52

          wednesday 10 april 2013, 10:52am email us page still down for maintenance!

  • ozf1 on 10/04/2013 - 11:08

    Hi all, got a call from someone with only a first name (I've asked for surnames so that I can refer specifically to them if I correspond with Sony, but they say it is Sony's policy that they do not supply surnames), so I can be speaking to one of 100 Daves!.
    Anyhoo, he said 'I've escalated your case as far as I can, due to the age of your unit, this is the best we can do, were you told that for the $175.00 fee you'll be getting a 120GB PS3 slim!…'

    So unfortunately nothing has changed.

    My next step, lodge a claim with the small claims tribunal, I have contacted them one last time to inform them of this, so If I don't hear from them by the end of the week, I will lodge the claim.

    • Davo1111 on 10/04/2013 - 21:31

      Best of luck

      Here is my experience from small claims CTTT

      1. Document everything
      2. Write a letter of demand to the people responsible. Send it registered post with that return thing, so you know they got it. Tell them your intentions, give them a week or so to reply
      3. Get proof (a signed statement) from an expert that the product you recieved is faulty/doesn't meet regulation…whatever. You can't just rock up on the day and say "my car is broken, here are the photos". They'll say "how do i know that?". the onus is on YOU to prove the services were not provided properly.
      4. Go online and book in, it costs around $30 (half for students)
      5. You'll get a legal letter in the mail
      6. On the day, rock up, sign in, and you'll get sent to a court room
      7. They'll introduce the parties, and send you to a private room to discuss your issues. "mediation"
      8. Talk, explain the problem, and how you'd like it fixed. A mediator will come in and out of the room every 5 minutes. The onus is on you guys to reach an agreement. expect repair/replacement over refund too (despite what the act says). Dont get emotional
      9. If you agree, the mediator will write down a draft of what was agreed. Then you'll go into the court room again, the judge will make it official, you'll sign it, and that's that.
      10. If you don't agree, i assume the judge will decide/postpone the proceedings. I stopped at step 9
  • ozf1 on 11/04/2013 - 00:59

    Cheers Davo1111, great insight on what I'm in for, not too bad, I'm still planning on giving it a go.

  • ozf1 on 11/04/2013 - 01:01

    Thursday 1am 11/04/2013, Sony ps3 mail us section still under maintenance!

    • Davo1111 on 11/04/2013 - 09:37

      https://www.sony.com.au/section/contactus

      I'd address it to the legal department here:

      Sony Australia Customer Support
      Level 3
      407-411 Elizabeth Street
      Surry Hills NSW 2010

      Make sure you make it clear what the problem is, and how you want it fixed. Keep it short and sharp.

  • ozf1 on 18/04/2013 - 18:35

    Thursday 18:30pm 18/04/2013, Sony ps3 mail us section still under maintenance!

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