souixan said: In this case the dust, if it is indeed the system in question, warrants complete negligence in the care of the product which is a warranty breaker. When you buy an item you enter a contract to follow the terms of use of that product. I don't spill water on my PC and expect them to warranty it because it costs them more money to just shut me up. I actually have the scrouples to know when it's company and when it's my responsibility, in this situation nothing Sony did made the system that dusty/dirty so it is HIS fault. They don't give you a warranty from your own retarded lazy care, they give you warranty from any hardware malfunction from their end. If it shorts out cause there's 5 lbs of dust inside the thing, it's not a hardware malfunction.(well it is but it isn't their fault) They should not fix this guys machine even if it costs them thousands to avoid it, the reward will be keeping other as*holes from trying to pull the same crap. He doesn't deserve a PS3 or anything if this is how he's going to treat his stuff. My niece is 10 and her wii is coming on a year old it's still clean. I have a Wii PS3 and 360 all of which are from within a week of launch(I got PS3 and wii the day of and 360 elite about a week after happy birthday to me!) I wipe them carefully with a microfiber rag(doesn't leave scratches on the PS3) very lightly every day. I've had people ask if I even USE them because they're in such good condition. It doesn't take long to clean your room if you do it daily, you're supposed to vacuum daily it cuts a LOT of dust out and if you do it daily your room won't become so dirty that you need to put much effort into cleaning it.. just do a little every day. Gah lazy people! |
Dust is in every system no matter what precautions are taken. If they want to deny his claim fine. But do it the right way. This is essentially what they did. Why is my system not warrantied? Because it is so dusty it is a hazard, now give us $150 or go to h***. Can I see pictures. No. Now when he is upset and puts this to the internet now Sony comes back, "look at these pictures, this guy is a freakin moron if he thought this should be covered."
How it should have been handled. Sir, we believe that the extent of the dust on the machine constitutes neglect. Can I see the pictures. Yes, please give us a valid email address and I'll send you the pictures. Now any argument this guy makes on the internet makes him look dumb because he A. Has to show you the poor pictures or B. Doesn't show the pictures but the pictures are noted in conversations with Sony's Tech Support. Thus Sony doesn't have to go public with the pictures to save face.
Second thing, their are always borderline areas where a warranty may or may not cover an issue. It's in the best interest of the company to error in the way of the customer rather than the company. I've heard it said that an angry customer reaches 10 potential customers and a happy customer tells 3. So I'm not saying I always expect a company to bend over backwards for idiots. I'm saying customer service should have been better. I understand why the guy was upset despite only having a borderline claim. And in this circumstance I believe that only harm came to Sony. So while on principal you want to deny him of the claim, I feel that they probably should have just caved and made it a non story.
One last example of a company giving a warranty to an idiot (me). I had a cannon camera. It went dead 14 mos in on a 12 month warranty. Clearly despite me not abusing the camera I had no claim. They warrantied it for free. I have now bought two additional cannon cameras from them and reccomend them over other cameras. Ultimately they chose my business over the principal of the warranty. So everything is not always as cut and dry as it's covered by a warranty or it is not.
Okay, one extra last thing. Why do you need a receipt for a warranty claim? I had a Xbox 1 warranty and a Wii warranty. Both claims were set up soley on the serial number. They were able to grab the exact date sold and just needed shipping information. Not a huge deal as most retail returns need a receipt but I can't imagine finding a 360 receipt 1,000 days in to warranty the 3RROD.
