Another feather in the cap for the PlayStation brand, replacing those weird ugly marks that marred the hat in the eyes of the public for a little while. Two aspects of the PlayStation customer service system, the call center and outsourcing technology, have recently been given the thumbs up in the form of two awards, given by the National Outsourcing Association.
While Sony doesn't get the awards, the service who takes care of the customer care end, Sitel, claimed the awards for Best Private Sector Call Centre and Utilities and High-Tech Outsourcing Project of the Year. Like we said, not directly Sony, but it's a plus in the PlayStation brand as a whole. Anyone had to rely on customer service with a Sony product? Did it go swimmingly?
http://www.ps3fanboy.com/2007/10/31/play...wo-awards/
Actually, I've called Sony's customer service three times. The first time they said they were outside of their operating hours (at 2 pm central std time) and failed to give me their normal operating hours, all this after navigating a bunch of menus. The second time, after navigating those menus again, I was told all the operators were busy and to try again later, then they hung up on me. And the final time when I actually got an operator, they were of no help, told me I should not attempt to fix my ps2 as it might void my warranty (which expired many years ago), and that I should instead pay to have them fix it (which cost more than what I paid for the system with games).
I will say that the lady I talked to sounded fairly knowledgeable on the subject, as she was able to explain what the problem was with the DRE and God of War. I ended up talking to a clerk at Gamerz and fix it myself. So I'd rate their customer service at about a 2/10.
I think it's a bit naive to think that you can call Sony up and they're going to give you advice on how to modify your PS2, and totally void any warranty that might be on it (if any). That goes for any console maker.
I think in cases like you had, doing a google search would probably result in the best preliminary info, because once again NO console maker would have given you instructions on how to open the system and adjust the laser.
I'm glad to see Sony's customer care getting these awards. I've had issue with my other consoles and trying to get help, but hopefully this will be a trend that will continue for all 3 consoles.
I think it's a bit naive to think that you can call Sony up and they're going to give you advice on how to modify your PS2, and totally void any warranty that might be on it (if any). That goes for any console maker.
I think in cases like you had, doing a google search would probably result in the best preliminary info, because once again NO console maker would have given you instructions on how to open the system and adjust the laser.
lol, I did the research, you should remember, you also gave me advice. On google/other sites, no one suggested cleaning the lens since my ps2 played all other games flawlessly, they said switch games and buy a new console.
And lastly, I called their customer service asking if the problem was associated with GoW and certain PS2 model numbers. When I asked what I could do, they only said send it in for a rediculous fee (more than I paid for the system with 8 games, controller, and multi-tap).
Since I had done some research, I tried bating them into telling me the possible causes (which I was somewhat successful at in pulling some teeth). I was instructed (not warned) to not clean the system/open the case and instead send it in instead. They also advised against 3rd party game stores... gee wonder why? Greedy bastards. This was the equivalent of nintendo saying do not use rubbing alcohol to clean NES carts, except for the official cleaning kits have a magic solution of.... rubbing alcohol.
It saddens me the amount of cash they've made due to their crappy hardware. I know 3 people who lost ps2's due to disc read errors, 2 of which bought new systems. Google has lots of oblivious people doing the same.
Also, I don't appreciate the naive comment, and cleaning a lens doesn't qualify as a mod last time I checked. Plus you ignore the fact it took 3 calls during peak hours to get ahold of a representative, wonderful service...
I'm not exactly sure what you expected Sony's customer care to do for you. You gave them a 2 out of 10, which frankly I found "ridiculous".
Try contacting Nintendo or Microsoft's customer care and asking them about an issue you know is due to a hardware misalignment or issue. I'll bet they want you to send the system in also.
It's kind of amazing how people can possibly have years of fun with a console, and then 1 experience with a goofy problem related to a particular games makes everything seem terrible.
BTW how long have you had your PS2?
My ps2? 4-5 months. It was purchased used though and was not under warranty anymore according to their records.
All I was doing was responding to your question ("Anyone had to rely on customer service with a Sony product? Did it go swimmingly?"), with my experience. As a refresher: I've called them 3 times, and only reached a live operator once (haven been told BS once before and hung up on the other time). When I got an operator, she tried her best to get me to do something unneccesary that would make them money. She then advised me to not fix the problem myself, as it would void a non-existant warranty. And again to clarify, no adjustments or modifications were made, only cleaning. I never once asked how to clean the laser, only what they do to their systems when I send them in, to which I got another BS answer designed to skirt the truth.
If that doesn't deserve a terrible rating, I don't know what does.
I never said Nintendo or Microsoft would do better (in fact I provided an example of the opposite with Nintendo). What I am saying is that Sony's customer service, from my personal experience (which was requested by you), was terrible. If you want me to go into details with other consumer electronic debacles I've seen Sony handle, I can. I personally know 3 people who had issues with their TV's and got similar treatment to what I got with the ps2. When I had issues with my Magnavox TV, I eventually got it fixed for free.
Sounds like you should probably sell your PS2 and whatever games you bought for it since you are so unhappy. I hope you have better luck with whatever system to decide to buy to replace it.
No need, I "fixed" it. Overall I'm not unhappy with the ps2, but I am unhappy with Sony (I don't think I'm alone here). God of War thus far has been a great game.
Just because their is negative publicity on Sony is no reason to get defensive and start attacking others on Wiiloaded for their opinions/posts. You seem to do that quite a bit in the Sony Consoles section. If I may give some advise, do not respond to other people's opinions to attack and weaken them. I appreciate your posts with updates on Sony (and other systems), which is why I still read this section. You have a right to express your opinion on the news, as does everyone else on this board reguardless of age.
Don't buy Sony products if your going to come on here and continously complain about Sony.
I've never had to call Sony Customer Care, but I've heard many times from many sites that they have one of the best-run systems out there. That said for both PlayStation and other consumer electronics. Nice find gft, and from what I've heard it's absolutely true
Don't buy Sony products if your going to come on here and continously complain about Sony.
I believe I'll buy what I want, and I'll continue to come here so long as I can. I have said many things, both positive and negative on here about Sony (much like your postings about the Wii or 360 in other sections). You have a very abrasive/confrontational online personality. I don't find it very conducive to the overall atmosphere of this website.
I guess my explanation for my experience is you can't please everyone all the time, but that sure as heck doesn't change my experiences.