What happens when a PS3 dies

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Tuesday, April 10
With model and serial number in hand, the user calls the support number again and speaks with Richard, who tells them that the PS3 is covered under warranty and that the machine will be replaced for free and with free shipping. On the downside, the user will definitely not get back their HDD, so it's goodbye game saves (including 30+ hours of Oblivion). Richard explains that, while Sony doesn't support it, the user could try taking the HDD to a company that might be able to pull data from the hard drive.

The user is told that it could be five to ten days before they receive a replacement PS3 and that they will definitely get the Oblivion game disc back. It was also explained that Sony would give a new one year warranty on the replacement PS3 starting from the day that it is shipped to the user.

Wednesday, April 11
UPS emails the user to say it is sending a 4lb parcel, which is the packing for the faulty PS3.

Monday, April 16
The packing box arrivesto the user, who now returns the faulty PS3 to Sony.

Saturday, April 21
The user receives an email from Sony saying that it shipped the replacement PS3 on Friday, April 20 and that it should arrive on Wednesday, April 25. The console is sent to the user via UPS' 3 Day Select service. The auto-generated email also states that the replacement PS3 will have a new 90 day limited service warranty, although the user has already been told by the support operator that they will be given a new one year warranty.

Wednesday, April 25
Just over two weeks since contacting the Sony support line with the details of their faulty PS3, the user receives the replacement console as promised, and their copy of Oblivion is also returned safe and sound. The user knows that it's not the original faulty PS3 repaired and sent back (the HDD access door is different), but isn't sure whether it’s a brand new console or a refurbished unit.

We contacted the Sony care line and were told that if a faulty PS3 is returned after 28 days of purchase (but still within the one year warranty) then a brand new console is sent as a replacement.

With regards to the confusion over the warranty, the user was subsequently told that as long as they had the original receipt for the hardware the new PS3 would still be covered under that same one year warranty. If that receipt was lost within 90 days of receiving the new console, then it would be covered under the new 90 day warranty.

You can read the NeoGAF forum thread in its entirety here.

May 1, 2007

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