HomeA follow up to the blog I posted a few days ago. I contacted Sony tech support (Australia). It was quick and painless, and I was given instructions on how to get my PS3 repaired. After giving my details (name, email, address and model/serial number for the PS3), and being asked the nature of the problem, I was told of a few troubleshooting tips, which I had already tried (reset to default settings, full system restore).
Basically, they will send you an email with a PDF file that can be printed, containing a barcode and instructions for the local post office (what kind of packaging, wrap materials …). The helpful local post office staff will usually help you do the packing as well, so you only need to bring the PS3 (no cables, controllers, just the console) to them. This is the process in Australia, at least. The expected return day, I was told, was 10 business days, which is quite acceptable.
Strangely, I was not asked to provide receipts (I do have them), and was only asked about the purchase date of my PS3 (December 2007). This may be an Australian only thing though, because our market is quite small and it is quite possible that information regarding every PS3 purchased is sent to Sony by the authorised retailers, like with many other CE products here (which makes warranty servicing quite simple, no need to registration and the like).
My experience does seem to go against the majority of reports from the US in regards to the same problem, where some people have been told to send back everything, including the controllers and manuals, and the 5 to 7 week return period is common as well. And if receipts are not available, then it is considered out of warranty as well.
Anyway, I’ve sent out my PS3 today (I paid for the registered post option as recommended by Sony tech support – peace of mind for under $3 if worth it). I was told that once Sony receives the console, they will send me an email, and hopefully in a week or two’s time I will get a refurbished PS3 back, so I can finish watching Memento.
