My son's PS4 had what seems to be a fairly common problem with the eject button so I sent it in for warranty repair. They received the sysytem on 12/8/15 and there were some intial delays caused by Gamestop refusing to issue proof of purchase to Sony because the warranty claim was in my name but the sytem purchase was under my wife's name. That issue was cleared up quickly but some how our system was lost in the process and 2 weeks went by with no correspondence from Sony and constantly getting the message that they could not locate info with our service case #. I called in and patiently waited the typical 15-30 minutes to speak to someone who was unable to locate our system and any information. A couple of days later I received 2 emails one stating they received proof of purchase and a second came 4 hrs later stating my console had arrived but was missing the proof of purchase. 1/14/16 I recieved an email that the repair was complete and had shipped. Tracking with Fedex sat idle after 1/16/16 so on 1/22/16 I called Fedex to get an update and they informed me the truck carrying my PS4 crashed and the package was damaged but Sony would need to handle the claim with Fedex as they were the shipper. After another 15 minute wait I reached someone in an overseas call center who informed me I was on my own and would need to file a claim with Fedex. He was very quick to lose his patients and had a terrible attitude about the situation and struggled to understand english. I requested to speak with his supervisor who shared the difficulty in understanding english and the bad attitude. He insited it was my problem and I had to take it up with Fedex but after I insisted this was not a satifactory level of service he reluctantly told me Sony would open up and investigation into the matter and I had to wait 16-17 days for a response. Today I was miraculously able to reach the live chat support (first time it has worked through out this process) and was informed that yes I do just need to wait! See chat below.
Michael (January 23, 2016 at 3:47:23 PM HST): So the driver got into an accident and you haven't received your console yet?
Me (January 23, 2016 at 3:48:13 PM HST): Have not received it and was told by a call center employee overseas that it is my problem now and I need to make a claim with fedex
Me (January 23, 2016 at 3:49:30 PM HST): after a long time trying to get a more satisfactory answer I asked to speak with the supervisor and he told me that sony would open an investigation and I would hear back in 16-17 business days
Me (January 23, 2016 at 3:49:48 PM HST): but confirmed it is my problem now and I need to take it up with Fedex
Me (January 23, 2016 at 3:51:36 PM HST): I feel this is very poor customer service and would like Sony to step up and provide similar level of respect to customers other businesses provide. In the past when packages from other vendors have been damaged/lost in shipping the companies have stepped up and mailed out replacements
Me (January 23, 2016 at 3:52:39 PM HST): with in days. With the idea if the original package ever arrived we could request a return label and send it back to them.
Me (January 23, 2016 at 3:54:22 PM HST): Sony received the console 12/8/15 and there were issues that delayed the repair for over a month prior to this shipping mishap
Michael (January 23, 2016 at 3:56:35 PM HST): I'm sorry about the wait and the inconveniences that you have suffered over these last two months, but the investigation has to be finished in that 16-17 business day period before we can get you the console back to you.
Me (January 23, 2016 at 3:57:39 PM HST): I'm sorry but I feel
Me (January 23, 2016 at 3:57:58 PM HST): this is unreasonable amount of time to wait for WARRANTY service
Me (January 23, 2016 at 3:59:11 PM HST): would you please provide me with a mailing address to use for legal process in small claims so I can at least get my money back?
Michael (January 23, 2016 at 4:00:36 PM HST): I definitely understand how you feel about waiting for something that was scheduled to arrive quite some time ago. I would be more than happy to give you the address. Make sure to use the full nine digits of the zip code.
SCEA
ATTN: Consumer Affairs
PO BOX 5888
SAN MATEO, CA 94402-0888
Me (January 23, 2016 at 4:01:33 PM HST): Thank you. Have a nice weekend.