Hey everyone 
I was hoping to get some help with my claim on my ps4.
The unit was bought new in december 2015 and the disc drive stopped ejecting discs properly but has otherwise worked great. The malfunction with the drive has damaged a game and multiple collectible DVDs to the point where they are unwatchable. When I have chatted with a customer servie they give me scripted answers which do not address my concerns and have ended chats when I ask about compensation for the new console damaging multiple discs... **bleep**??? My concerns are as follows:
1) Can they just fix the disc drive and send me back the same (PRETTY MUCH NEW) console so I don't get some old, super used ps4 which has been refurbished?
2) Can I back up my system on to an external hard drive so all my memory isn't lost?
**both of these questions were met with scripted answers offering NO help or concern with my issues**
3) Does anyone know another way to communicate with Sony (besides chat) where I can get some actual help from someone who cares at all?? I've looked but cannot find any email contact info and I'm tired of getting the runaround when it comes to addressing my concerns.
ANY HELP IS MUCH APPRECIATED!!
Thank you for your time!