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Sony slams Watchdog PS3 claims

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Sony slams Watchdog PS3 claims

UK MD Ray Maguire says fewer than 0.5% of UK machines have suffered ‘yellow light of death’

PS3 platform holder Sony has spoken out against tonight’s episode of BBC consumer rights show Watchdog, which will feature a segment presented by Iain Lee investigating claims that Sony is refusing to fix consoles suffering from what has become known as the “yellow light of death”.

YLOD is a term that stems from “red ring of death” – an all too familiar fault with Xbox 360 that has lead to massive repair bills in excess of $1bn for Microsoft.

Watchdog will tonight investigate claims that Sony’s out of warranty repair service for faulty consoles is unfair on consumers.

In a strongly worded letter to the BBC from SCE UK MD Ray Maguire, the exec states: “We entirely refute the suggestion that PS3 consoles have an inherent defect or other design issue which is akin to any warranty issue experienced by another console manufacturer.

“From the correspondence to date, I have serious concerns as to the accuracy of these allegations and the likely tone of the Watchdog report. The information that you have provided suggests a fundamental misunderstanding of the technical issues and a mis-characterisation of SCE UK’s OOW repairs policy.

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“SCE UK has run searches of its customer complaints/warranty database to identify the number of reports made to it regarding instances of system shutdown or failure in circumstances where the front panel yellow indicator is illuminated. The results show that of all PS3s sold in the UK to date, fewer than one half of one per cent of units have been reported as failing in circumstances where the yellow indicator is illuminated.

“If the report is broadcast in what appears to be its current form, SCEUK will scrutinise its accuracy and will take all necessary steps to protect its reputation and that of the PS3.

“Unsupported and potentially misleading allegations of the sort that the BBC appears, from the correspondence to date, to be planning to make concerning the reliability of the PS3 could do significant commercial and reputational harm to Sony and its brands. This is particularly so, given the recent, highly successful launch of the new, slimmer model PS3 and the fact that the last quarter of the year is the busiest sales period for the consumer electronics industry.”

Sony currently offers an out of warranty PS3 repair service for £128 which, as SCE UK points out, is a loss making operation.

Watchdog airs at 20:00 (BST) tonight.

Gutter Reporting

posted by The Laughing Man Sep 17, 2009 at 5:56 pm
1
The Laughing Man

I look forward to Watchdog's usual gutter reporting style. It's been a long day, could do with a laugh!

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Ps3

posted by Michael Lee Sep 17, 2009 at 6:10 pm
2
Michael Lee

I'm 47 and treat all my boys toys extremely well.
I'm on my 3rd PS3. 1st one failed Blu-ray, 2nd YROD.
6 weeks later still waiting for the rented game stuck in the 2nd one.
I'm sure beating the odds here Mr Maguire.

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PS3

posted by Sindher Sep 17, 2009 at 6:24 pm
3
Sindher

Yes Michal Lee, you obviously treated your PS3s properly. 3 TIMES? Im on my 1st PS3. My UK Launch Date 60GB. Its travelled more in my suitcases then its actually been left standing and guess what? It works like it should work. Your just a careless owner.

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Unbelievable

posted by PSMako Sep 17, 2009 at 6:26 pm
4

I saw the Watchdog report on the 54% failure of the Xbox 360, and it was short and generally not informative, failing to highlight the scale of the problem. But doing it was right as the RROD is a widely accepted problem by gamers as well as xbox fans, especially because microsoft reportedly released the xbox with knowledge of the RROD.
I would like to see some of Watchdogs loose evidence to support these allegations towards sony, as the failure rate for the console is not 54%. It sounds like this is being done more for ratings with the ps3s current popularity.

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PS3

posted by Stupidget Sep 17, 2009 at 6:38 pm
5
Stupidget

I'm still on my first PS3 that I've had since release day. It's been left on for weeks at a time, it's crashed, it's been unplugged whilst still on (not me, the wife ;-) ) and it still works like a dream. Hope I'm not tempting fate.

I to cant wait to see what puerile interviewing technique Watchdog do tonight and what poor quality ill advised report they cobble together as well.

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ps3

posted by albie Sep 17, 2009 at 6:39 pm
6
albie

l agree there with u sindher, micheal lee must be careless, lve got the the 60GB lve had it since 2007 when they came out, touch wood it hasnt encounted any problems n l use it everyday to watch tele, and lm recording watchdog on playtv

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PS3 YLOD

posted by SDB Sep 17, 2009 at 6:39 pm
7
SDB

my PS3 failed last weekend with YLOD - the only careless thing done to it is to use it as a gaming machine - sony say no inherent defect - i think not

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PS3 YLOD

posted by James Bushell Sep 17, 2009 at 6:51 pm
8
James Bushell

i have 2 ps3 one new and one second hand yes 1 for me and 1 for the kids. have had no problems whatsoever and they both get used hell of a lot kids usually on theres 4 hours a day and me 7 hours a day! so other guy must be an xbox fanboy lol

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bad arse

posted by jonny wishbone Sep 17, 2009 at 7:03 pm
9
jonny wishbone

i went for a curry last night and this morning found out i had the dreaded b.r.o.f. brown ring of fire....do you think the indian establishment i dined at will have a website similar to microsofts, where i may get my brown ring fixed under warranty .
p.s. ive got a ps3 and an xbox 360 and both have worked perfectly since new.Unlike my asreh0le which is shot to f*ck

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PS3 YLOD

posted by Darren Andrews Sep 17, 2009 at 7:15 pm
10
Darren Andrews

My PS3 had the YLOD of death when it was just 15 months old, I was resigned to paying £90 for a repair from a local console repairer but I called Sony for advice. However upon receipt of a copy of proof of purchase, Sony replaced the unit with the same 40GB model within 5 days. I could not ask for any fairer than that to be honest, I was very pleased and surprised with the response.

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PS3 YLOD

posted by Darren Noyce Sep 17, 2009 at 7:22 pm
11
Darren Noyce

Ive had my PS3 now for nearly 2 years and the only problem is that one of the USB ports has died - not sure how to fix this though. I have a mate that works for a computer repair firm nad he says he has had several people ring up about dead USB ports on their PS3 but he wont touch them as he reckons they aren't as easy as a PC to fix. Whether thats true or not I dont know

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This aint on.

posted by PSMako Sep 17, 2009 at 8:08 pm
12

Please people. If you have seen this rubbish that was just on please fill out this quick form to complain to the idiotic executives ar BBC.
https://www.bbc.co.uk/complaints

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Typical Sony

posted by Darren Sep 17, 2009 at 8:12 pm
13
Darren

Why does it not surprise me - Sony so many times in the past have made claims to get away with not forking out and bended trading standards laws to their liking. That is why I'm sticking with my X-Box. I bought the first ever Playstation console and I remember the problems with that that Sony didn't admit to - the one where the ball bearings on the CD wore down so you had to use it upside down (quite convenient how the ball bearings lasted just over 12 months... hmmm...), I also bought a Sony DVD recorder which broke within 12 months and found their repair service was appalling, getting anyone to repair it as I was passed from Sony to LG as LG had actually made the drive (very disappointed 'cos had I wanted an LG DVD recorder I would have bought an LG DVD recorder and saved myself £100 but I bought Sony 'cos I thought it was actually made by Sony), in the end I binned it and bought a Panasonic and have had that for nearly 3 years now without a problem. Most of Sony's stuff is cheap rubbish that only makes it big because they trademark cool names like Walkman, Discman and Playstation. However the proper manufacturers don't need to trademark dumb names there stuff sells because it's good quality with good after sales service.

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Truth

posted by Mike Sep 17, 2009 at 8:51 pm
14
Mike

I know roughly 25 people with a PS3, and 18 of them have had at least one YLOD, sometimes more. And they werent throwing them around or putting them next to radiators, they died through simple use. Little bit higher than 0.5% me thinks.

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wow

posted by Joe Stephenson Sep 17, 2009 at 8:54 pm
15
Joe Stephenson

wow, its amazing how much misinformation has been spread around about the PS3 and how everyone is always so quick to bash the system on comments sections with false information fed into their brain by the American microsoft loving media. Congratulations on becoming a sheep.

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wow indeed

posted by Mike Sep 17, 2009 at 8:59 pm
16
Mike

Joe Stephenson, if you use your PS3 for roughly 15 hrs a week, it will die fairly soon. Granted some may feel that is excessive - but i consider that i should be allowed to play games on a games console, not have to limit gameplay to stop it breaking on me. My information is based on my knowledge and interaction with other ps3 owners, none of whom like microsoft. When my ps3 broke sony even denied that there was a YLOD problem, or that they had ever heard of YLOD, which is laughable. Cheap components and a poor warranty is not a good mix.

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RE: Truth

posted by Barry Hatch Sep 17, 2009 at 8:59 pm
17
Barry Hatch

Mike, that is just a bare faced lie. You know exactly 25 people with PS3s, 18 of which have gone wrong...

That's just a lie.

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My 60GB Lasted!

posted by ukdazza Sep 17, 2009 at 9:01 pm
18

I purchased the 60GB on day 1. I had no problem with it at all until June of this year when it was freezing in games, blurays and generally not being its usual self. I was offered a £99 pickup, fix, return service or a £129 pickup and replace with a reconditioned unit.

Naturally I chose the £99 option to keep my console. It was picked up on the Monday. Returned on the Friday good as new.

Hats off to Sony. I like a good moan/watchdog episode but I think any programme with as much reach and respect? as Watchdog should be 100% sure of its facts before slating a console. In addition, if they are slating Sony they should slate Microsoft too (360 Red Light of Death) as that makes it fair lol.

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why

posted by Mike Sep 17, 2009 at 9:03 pm
19
Mike

Why would i lie? Im in a team that plays on the PS3 online, we have roughly 25 members, and i can count 18 that have had YLOD. The ratio is certainly no less than 18/27. It matters not if you do not believe me, I just hope that your ps3 lasts longer than the majority of owners that i know.

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funny

posted by MC CurlyBobb (youtube) Sep 17, 2009 at 9:11 pm
20
MC CurlyBobb (youtube)

i know alot of gamers and msot of them own both the 360 and ps3, not one of them has had a problem with thier ps3s, but nearly all of them has had thier 360 die at least once

i wonder if the bbc have recieved some kind of back hand deal to air this? as they cant be dumb enough to think sony are going to sit back and let this utter rubbish fly.

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Problems but good support

posted by Razor Sep 17, 2009 at 9:20 pm
21
Razor

I bought the original 60GB PS3 and so far it has died twice on me but both times I called Sony and they simply said that they would send out a replacement and both times it was out of warranty.

Basically the machine just froze and turned off and wouldn't come back to life. Not sure if they have a policy for this problem which is different to others but they were happy to replace free of charge. They send out a new/refurbished one and collect mine.

2nd time I had to either wait for stock which was 3-4 weeks or take the 80GB which wasn't backward compatible and only has 2 USB slots but could have got it sent out immediately. I chose to wait.

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No probs

posted by Gaza Sep 17, 2009 at 9:21 pm
22
Gaza

Madness, my ps3 going strong bought it at release day,and if it brakes i get to by a new shiny slimline,we all know the risks, we get 12 month warrantie so if it brakes its hard luck, so s the same with all electrical apliances. Well done sony for keeping me entertained for years. I love u

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carnt believe it

posted by jason Sep 17, 2009 at 9:23 pm
23
jason

Half an hour before watch dog was on, my ps3 just switched its self off and when i turned it back on again YLOD well pissed off.
its never been out of the house and never been miss treated. i will never buy sony again if they arnt willing to rectifi it for free.

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Thoughts

posted by Mike Sep 17, 2009 at 9:23 pm
24
Mike

I think part of the reason why it is more annoying now, is that before, Sony replaced PS3s with YLOD free of charge. They have now stopped this service, as more PS3s are breaking than ever as its now 2+ years after release, and thats the prime time for them to break. Paying 140 quid for a refurbed ps3 after it breaks just outside 2 years is not acceptable in my eyes.

@ Watchdog bias- well they featured the 360 prblem in an episode in the past.

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ooo careful Mike

posted by PSMako Sep 17, 2009 at 9:26 pm
25

so its already gone from 18/25 to 18/27. whats next?
it was actually 29?
sorry, i just love a good witch hunt

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lol

posted by Mike Sep 17, 2009 at 9:31 pm
26
Mike

The fact your name has PS in and your picture means anything you say about sony has to be taken with a pinch of salt. Since i bought a ps1, ps2 and ps3, rejecting other consoles for 10years, its fair to say i was a loyal sony fan. Only after they offered no support did i become a bit disolutioned and cynical. Im not making some fanboy comment, im merely stating what I have witnessed.

Whethere it is 25 or 27 is irrelevent anyway, as it would have to be 360 for 18 YLOD to make 0.5%.

I hope you dont have my experience that is all..

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ps3

posted by jason Sep 17, 2009 at 9:36 pm
27
jason

PS mako,why would any1 make up that thier ps3 is broke.
does it really matter if its 18/25 27 or 29 hes stills knows 18 people whos ps3 s have fkd up.I can believe it, its happened to 5 of my friends and now me.It didnt really bother me b4 thought it was rumours but now mines gone too YLOD....

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misplaced consoles

posted by Tom Sep 17, 2009 at 9:51 pm
28
Tom

I don't own either a ps3 or a 360, but I have a lot of friends who own at least one. The RROD and YLOD result a lot from the consoles overheating, normally when put in a bad place. Eg, if you stick your 360 or ps3 in a cabinet, where it's surrounded on 5 out of 6 sides, it ain't gonna be able to cool itself properly. Sme goes for putting it on a carpet (yes, even if you leave the vent side facing up, it's still risking overheating.)

Basically, YYOD and RROD results from misuse more often than not.

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PS3

posted by Steve Sep 17, 2009 at 10:33 pm
29
Steve

Should have bought in Spain! 2 YEARS G/TEE BY LAW!! On my 3rd PS3. Original died after 14 months! Blame the British Goverenment for opting out! BTW my son is on his 4th XBOX in 3 years (replacement at no charge!) I think the main problem is with both companies (Microsoft & Sony) is to supply cheap componants to keep the cost down!

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YLOD?

posted by Dave Sep 17, 2009 at 10:39 pm
30
Dave

Had my PS3 since just after launch. Never had a single problem with it (save one or two random crashes - most likely software related). Been used regularly every week, and I've never even heard of this YLOD until tonight! I've not got an Xbox but I've certainly heard of RROD... Me thinks this is being blown out of all proportion.

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hows this for funny then

posted by jason Sep 17, 2009 at 10:53 pm
31
jason

i have a xbox 360 that has worked fine,had it about 3 years from new.yet my ps3 ive had from launch 2 years ago and has just YLOD
today.

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ps3

posted by jason Sep 17, 2009 at 10:56 pm
32
jason

my ps3 was sat on laminate floor at least a foot away from anything.so how can you put it down to bad positioning for overheating.

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Watchdog!

posted by Ross Sep 17, 2009 at 10:58 pm
33
Ross

to be fair, ive had all 3 (wii, ps3 and 360) since launch days and non have flackered.

its amazing, when watchdog bashed 360. they were the biggest evil on earth how dare they talk such rubbish about the 360. lol which we all know was completley true.. rrod is a MAJOUR or was depending on how you look at it Issue for microsoft. and we all know it. even the fanboys know it.

so what sony is charging to fix the consoles after the standard warrenty runs out. i belive nintendo and microsoft do the same. the only reason microsofts warrenty is so good is because in week one like half the worlds xbox 360's died.

my favorite part of watchdog tonight was when they say we know of 1000+ PS3 with the YLOD problem. now please put that into a percentage based on the 10million EU units.

hell even the term YLOD was created by some fanboy in retaliation to the 360 users self proclaimed RROD.

in sum, i think watchdog blew this report completley out of context, what next the nintendo wii and there dvd drive failuer which has effected like at most 5 consoles. LOL give me a break watchdog. go back to videoing tumble dryer repair guys than giving us a missinformed report on the PS3, Xbox or before you start Wii.

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Complain...

posted by PS3 Owner Sep 18, 2009 at 12:27 am
34
PS3 Owner

The Watchdog report was borderline libelous, anyone who agrees should submit a complaint about the show using this link:

https://www.bbc.co.uk/complaints/forms/

The more people that complain, the more likely it is the BBC will be forced into addressing this issue...

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All consumer electronics have failures...

posted by PS3 Owner Sep 18, 2009 at 12:44 am
35
PS3 Owner

@ Mike, I use my launch model PS3 for 25-30 hours a week for various functions and mine is still working as fine as the day I bought it. I have around 25 friends and family that own a pre-slim PS3 and I seem to remember only 1 getting a fault, which was repaired by Sony - so by my personal experience the actual failure rate is 0.4% - please don't assume you speak for the PS3 population at large, you'd get a job on Watchdog with that kind of attitude!

Fact is ALL consumer electronics have some failures, the PS3 is in line with the Wii for failures, and probably in line with everything from a plasma tv to a toaster or kettle. The Watchdog report was pointless, baseless, and inaccurate - and Sony have every right to be annoyed at the BBC's bias, from not telling the audience the company used for "P.R.A.T." normally charged £103 (despite nearly 50% of the ones featured breaking again) to continually making it out to be a singular issue in the vein of the RROD.

Yellow Light = generic error light, there are loads of things that cause it - from user error/mistreatment to genuine problems with some part of the machine.

It's funny how all these "I know 40 people that have had the YLOD" crawl out of the woodwork to post comments in articles like this...

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Whats actually happened

posted by PSMako Sep 18, 2009 at 3:24 am
36

1. Xbox has a 54% faulty rate that xbox knew about b4 their launch, their 'old' watchdog segment lasted 2 mins,

2. Three PS3's have proven to go wrong and have been shown on a new flashy watchdog segment that lasted the length of the show. Inappropriate.

sorry guys, the ps symbol doesn't change the facts

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@PSMako

posted by Noob Sep 18, 2009 at 8:05 am
37
Noob

@36: Facts? What Fact? you haven't given any yet. Just rumour ad your own very biased opinion.

The failure rate you quote is from a web based poll. The same poll gave 11% failure for PS3 and 6% for Wii.

Figures release a week later, put the real figures at 25% Xbox 360, 10% PS3 and 4% Wii.

25% is still massively high. You have to wonder why people still buy the 360 over the more reliable PS3, even when they know it will fail at some point. Seems not everyone enjoys your view of Sony.

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ps3

posted by Patshillings Sep 18, 2009 at 8:38 am
38
Patshillings

think its funny how you all bash watchdog for its ps3 hate and the % this and percentage that but how many of you fanboys will be cursing sony if / when your ps3 gets the ylod and you phone up for a repair and get billed £128.

i own a 360 & wii and i will say my 360 has rrod'd twice in 3 years but i wasn;t worried as it let me play my stand by wii and knew my 360 was getting repaired / replaced for free.....FREE......

at least microsoft are open that it does have a problem and are doing something about it for their customers. also anyone who paid for their 360 repair before the "free" repair have also been re-imbursed.

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They don't make 'em like they used to...

posted by Rod Sep 18, 2009 at 9:14 am
39
Rod

Well, my SNES still works after 15 years. And I played that an unhealthy amount when I was younger. The only issues I ever had could be solved by blowing inside the cart!

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come now

posted by henry ford Sep 18, 2009 at 10:13 am
40
henry ford

surely you all understand that technology breaks down nothing electrical lasts forever, and everyone who works within a game shop must have had faulty ps3 units 360s and even wiis, no matter what console you prefer. does anyone not remember microsoft being on watchdog a few years ago ?

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i agree

posted by jason Sep 18, 2009 at 11:34 am
41
jason

I agree with patshillings customer service with the ps3 is absolutly crap ,yea the xbox is more likely to have faults but at least microsoft are doing something about it for free.what are sony doing charging you £128 after you already paid £400(at launch) for the console.

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karma

posted by Pete Sep 18, 2009 at 1:57 pm
42
Pete

It's kind of funny that PS3 owners were all over the RROD and PS3 fanboys were pretending to be 360 owners, claiming to be on their 7th console and now they can't take it when they have a problem which is being exaggerated by 360 owners.

Well i think the 360 owners get the last laugh because they had free repairs for 3 years and don't have to worry that it might go wrong again in 3 months are the repair.

I guess that's what you call karma

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B.R.O.F

posted by Lizard Sep 18, 2009 at 2:44 pm
43
Lizard

Has anyone else experienced this Brown Ring Of Fire (B.R.O.F) that Johnny Wishbone mentioned? I'm surprised how this issue has been swept under the carpet and the focus has fallen on this silly and rather redundant Y.R.O.D kerffufle.

For myself and many acquaintances, its an all too often occurance. I feel that sick leave due to the B.R.O.F is a much more potent threat to our economy than the Y.R.O.D.

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Ps3

posted by Mark Sep 18, 2009 at 4:29 pm
44
Mark

I've just had a good chuckle reading the comments here.

360 this ps3 that.....I cant believe how people get so attached to 1 brand or the other.

at the end of the day its a piece of plastic with electronics inside who cares which one you think is better. and yes sometime they break for no apparent reson it's no different for any other piece of electronics

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PS3 faults

posted by deejdave Sep 18, 2009 at 6:45 pm
45

As a retailer who has sold thousands of PS3's and 360's over the last 3 years I can say that the watchdog report was definately a little misleading. We must get at the absolute most, 5% of PS3s back faulty. The Wii less than that, the 360 much more. We have also had several customers outside their 12 month standard warranty that have had their machine replaced by SONY free of charge after having faults. All in all, I would say my experience with their customer service has been very good.

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The truth

posted by Felix the house rat Sep 18, 2009 at 7:46 pm
46
Felix the house rat

Ah if only people had the facts on this they would laugh watch dog is so stupid and probably will make a retraction

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YLOD not a myth

posted by Joe Sep 18, 2009 at 8:39 pm
47
Joe

NOt only did my launch system YLOD on me but Little big planet was stuck in the drive. Called sony, they wanted 150 for the repair and could not even gaurantee me they could return LBP with the repaired console. (&#)(&$ service and low quality product. Great when it works. Every peice of sony hardware I have owned minus my TV has crapped out on me prematurely and I take good care of my stuff.

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LOL

posted by FanBoiFantasies Sep 20, 2009 at 12:32 am
48
FanBoiFantasies

LOL at all these kids claiming "I took care of my ps3 but it blowededed up anyways sadfac:(" Taking care of your stuff does NOT mean not throwing your controller at the box. I've had my box for 2 years, out of that two years the machine has probably run a quarter to a half of that time consecutively. If I'm in the middle of a multisession game, I have a habit of pausing and turning the tv off and leaving the machine running. In addition to that, I take it over to a friends every week for Rockbanding/Gheroing. It's still running along with zero problems and zero slow down. Make sure it's free of dust, and in every environment you put it, make sure the fans have plenty of room to blow out heat without any kind of blowback into the machine. Knock on wood, but as someone who went through 3 ps 2s, I'm pretty happy with the sturdiness and reliability of this box.

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Failures Happen

posted by Pytheus Sep 20, 2009 at 2:45 pm
49
Pytheus

Having worked electronics repair and now in manufacturing, a 5% failure rate on equipment is about what is expected from large companies. You simply can't produce millions of units and expect to catch every bad solder joint before packing and shipping a product, that is why they provide warranties. But most often if it is a factory defect your going to see a problem sooner rather then later.

Often repairs come in as a result of electrical spikes from insufficient surge protection. Not only does your electrical supply need surge protection, even data and video connections need surge protection, which most do not realize.

Heat has an effect on components and solder connections. Overheating leads to fatigue on the joints. As metal is heated it expands, and contracts as it cools. Keep it up and the joint will break, leading to intermittent failures and lockups. Often this occurs on the power supply circuit. Also take into account the temperature of the room in which the PS3 is stored.

The average cost of repairs to customers are generally $80USD/hour just for the technician to look at a unit. If it is a difficult repair that takes time then a flat rate that Sony provides is a good deal.

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part ex old ps3s and get a slim

posted by dave Sep 22, 2009 at 6:38 pm
50
dave

recently i saw an offer at GAME to part ex ur old ps3 for the new slim ps3 and get it half price. stupidly i chose not to and two weeks later my ps3 60gb bought 2007 decided to die this morning. i have never had a problem before. my advice , if u can part ex and get a new one with a warranty otherwise sell.

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Game

posted by martina Sep 23, 2009 at 12:46 pm
51
martina

Hi,
I don't know why they are talking about the PS3.It is great console and it gives the stunning result than the XBox.I support the Sony for their claim.

http://www.zoombits.de/kabel/

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MCV

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MCV is the leading trade news and community site for all professionals working within the UK and international video games market. It reaches everyone from store manager to CEO, covering the entire industry. MCV is published by Intent Media, which specialises in entertainment, leisure and technology markets

Intent media, Company number 03641099