What is Digg?166 Comments
- antisthenex, on 11/13/2007, -2/+115Honestly, the CSR is being a pretty patient guy, and the caller is being a ***** prick to him. Look, the CSR wasn't the one that did this, but he's just ranting at the CSR. The CSR is not going to be the one able to make this decision. There was no real point in bitching at this guy.
- briansearles, on 11/13/2007, -7/+101Just to let everybody know, the episode will end like this:
1) Sony makes lame mistake, says warranty is void
2) Internets churn
3) After a week or so Sony calls up person and offers to replace PS3
4) Someone on the internet says "Now that's good customer service!"
5) Someone else calls the person from #4 a moron - EnderMB, on 11/12/2007, -6/+43My god, that guy was a whiny bitch. "This is going on the Internet!", "I'm gonna call the news sites!". There was no need to get pissy with a Sales Rep since he was only doing his job. He needs to talk to the technicians and stop crying about it on gamer websites that 99% of the worlds population don't really give a ***** about.
Still, he's right, and if a customer is this upset about something like this then Sony should launch an investigation into why this is happening, or give a real explanation as to their stance. Obviously, it would make more sense to just fix his console, but it would clear up a lot of things if they could provide some facts as well.
Either way, the guy can whine all he wants, Digg, Consumerist and Kotaku aren't going to change a thing for Sony, no matter how much they bitch. He should just grow a set of balls and sort it out like a normal person. - Vipersfate, on 11/13/2007, -4/+37I figured this was going to come up soon.
- Wabem, on 11/13/2007, -4/+36Was he really using AOL? That should be enough to void your warranty.
- BarbadoSlim, on 11/13/2007, -10/+38Someone at Sony Service uses the word "modificated,"? I'm beginning to see the problem here...
- johnmalc, on 11/13/2007, -1/+28After that, "Breathing on PS3 voids warranty!", which will surely get at least 4000 diggs.
- londubh, on 11/14/2007, -12/+38next they'll say opening the package voids the warranty.
- SlamShut, on 11/13/2007, -34/+55LOL at all the teary-eyed Sony fantards desperately burying all the comments critical of Sony.
You guys are so ***** funny. HIDE THE PROBLEM AND MAYBE IT WILL GO AWAY BY ITSELF! - WinterWolf33, on 11/13/2007, -1/+21Dude, I would be pissed off too if my PS3 wasn't replaced because of dust. Thats really stupid. Every system builder knows how fast and how quickly dust can accumulate in their PC.
- l0tharnt, on 11/13/2007, -2/+22The stupidest thing is during the call he tells the rep to look at the consumerist and read all the posts about how no one will ever buy a PS3...yea like the rep really cares. While I'm all for the guys situation, I think hes complaining to the wrong guy.
- SlamShut, on 11/13/2007, -3/+21Well, finally got around to listening to this call.
First off, this guy has absolutely no idea how to work a customer service rep over the phone. I see this time and time again when people post CSR calls on the internet.
I've learned over the years, a few basics to help you get exactly what you want from CSRs over the phone. For what it's worth, here they are. Copy these down and post them on a little note next to your phone.
1. This is very important: HOSTILITY WILL GET YOU NOWHERE. No matter how angry or upset you are, calm the ***** down before you call. Be friendly and pleasant on the phone. Never threaten or insult the person on the phone, or try sound stern or "hard."
2. When you first call a call center, write down the name of the person who takes your call. Refer to them by name immediately. "Hey Steven, hope you can help me out. Here's what I'm looking for."
3. Explain your problem or request in neutral terms, and be brief. Don't yammer on for ten minutes. Leave room for the CSR to ask questions. Make it a conversation, not a lecture. When talking to the CSR, continue to use their name when appropriate.
4. During lulls in the conversation, or periods where the CSR has to look something up on the computer, or wait for an answer, chat with them. Ask them where the call center is, how the weather is, or talk about kids. "Man, I've gotta get this call done before I go pick up my kid from soccer practice. You got kids, Steve?"
See where this is going? You want to treat the person on the other end of the phone like a PERSON, not a slave who must do your bidding.
5. You're going to inevitably reach a point where the frontline CSR can't do what you want. At this point, you want to escalate the call. Ask for the supervisor, but do it nicely. Use this phrase: "Hey Steve, I understand you're just doing your job, and you're doing it well. But is there a supervisor or manager I can talk to? Someone like that?"
6. When you get on the phone with the supervisor, write down their name (like in step 2), and use it. "Hey Cheryl, thanks for taking my call. I was just talking to Steven, and he's doing a great job, but I think you might be better equipped to help me out."
7. Again, keep it short. Conversation, not lecture. State your problem, then shut up. Don't try to fill uncomfortable silences in the conversation-- let the supervisor do that. You can chit-chat if he asks you to hold on while he looks up something, but don't keep explaining your problem over and over. Keep it simple, short, and friendly.
8. This is important: STAY ON THE PHONE. Don't get angry or flustered and hang up. Don't get confrontational. Just stay friendly, stay calm, and stay on.
Nine times out of ten, you can get whatever you want (within reason, of course) from a company over the phone by doing this. I've gotten free installation for cable and satellite, huge discounts on products, rate reductions on credit cards, you name it. Just be friendly. Don't be the ***** caller. Nobody wants to talk to you when you're hostile and pissed off, and nobody wants to do you any favors.
Listen to this *****'s call again. He gets on the phone, and is immediately hostile and pissed-off sounding. Notice how the CSR sounds tired and pensive, like he just wants to get this ***** off the phone without getting screamed at? I'm guaranteeing you that if I had handled this same situation, I could have gotten the damn thing fixed free of charge. And I wouldn't have had to make some big freaking deal about it on the internet. - earthtoandy, on 11/12/2007, -3/+19This is absurd. again the consumerist going crazy over a consumer claim with little facts. Is it a little dust or an extreme amount? An extreme amount would warrant a voiding of the warranty. Its obvious that in extreme quantity it can cause hardware issues. Its assumed a computer will have dust but if in a super dusty scenario (read: living in a sand dune) where the customer neglects to take steps against massive buildup then i would deny warranty coverage too. Not saying this is the case but everyone seems to assume this is unbelievable and the customer MUST be right.
- bigbadgoat, on 11/12/2007, -1/+17I'd like to see some pics of where he actually kept the console. I mean, we can't be talking about an average amount of dust here. For dust to be friggin clogging the card reader ports? seriously, where was this thing kept.
I have refused to fix or repair filthy or disgusting dusty pcs without at least charging some type of cleaning fee, or literally tossing a part. If the fans of the PS3 were so clogged that it choked the processor to death, would you consider that negligent? - CptCheerios, on 11/12/2007, -2/+17First I would like to thank Ive for being a douche. Even though you are calling in the fourth time, it is not the 4th time you have talked to that CSR, you dont need to be a douche to him, they are not allowed to disconnect you from the phone, Im just glad when I was a TSR we were allowed to hang up when customers were being Irate, also we would black list customers. Being nice is so much better with CSR, its some guy sitting in a cubicle talking to dumbasses (You guys who call them) who just bitch, when you get the nice people who entertain you, I would do a lot to help them out.
to sum this all up. Being the ***** on the phone for 6 hrs does not get it done. The 2 hrs of work get it done, your 4 hrs of bitching and moaning make it take so long and is why its so unproductive. - Remmy, on 11/13/2007, -0/+13"I modificated my PS3 to look for terrorists."
- inactive, on 11/12/2007, -2/+11how hard is it to take a can of air and blow the console out occasionally? damn!
- inactive, on 11/12/2007, -1/+10customer is the person who buys the product, consumer is the end user in many cases the consumer and customer is the same so it responder is correct.
- bagboyrebel, on 11/13/2007, -0/+9and how exactly do you expect someone to clean out the dust inside the system? If you open it that also voids the warranty.
- EvilFerret, on 11/12/2007, -0/+9The CSR was obviously confused by the decision as well and sounded like a fairly nice and understanding guy, however he's just a CSR. If this guy already talked to 8 supervisors liked he claimed to have.....Why did he think a low level CSR would be over to override their decision? I can understand the frustration, but he should have just ask for a supervisor right away and recorded that conversation instead. I wouldn't be surprised if the CSR is going to have disciplinary action taken against him (possibly fired, sounded like he was fairly new) after some execs listen to the recording.
- gfunk84, on 11/13/2007, -1/+10There's no indication that the dust is actually the cause of the problem. They just said it was too dusty and called it a day.
- alx242, on 11/13/2007, -7/+16Get real! The problem should be solved but this whole debate is ridiculous...One person is experiencing problem with customer service and it is supposed to headline news...get off your horse sir.
- nizzy1115, on 11/13/2007, -8/+16don't kid yourself.
- ochants76, on 11/12/2007, -0/+8perhaps the executive that he talked to earlier...if bitching to her doesn't solve anything why would it be effective to complain to someone at the lowest level.
- l0tharnt, on 11/11/2007, -2/+9I'm wondering, does this guy dust any of his products or let them sit there and build up dirt? That sounds like neglect to me to not dust and clean your own products.
- inactive, on 11/12/2007, -1/+8Lack of proper filtering on the air intake? lack of temperature sensors to detect overheating?
- inactive, on 11/12/2007, -1/+8I am not a fan of the PS3, but it is funny that the PS3 keep getting these silly isolated complaints.
- slaystench, on 11/13/2007, -5/+12Yes, because Microsoft doesn't have any problems at all with its console. lol
- christhechris, on 11/13/2007, -0/+6No it seems its a case of stupid technician syndrome...the CSR's are stuck between a rock and hard place. It sounds like they try to help, but they can only do so much before it has to be passed on to higher ups and what not.
- shinythingy, on 11/11/2007, -2/+8How much ***** dust did he have in there. There must have been some fault on his part, that much dust does not just appear
- KaptainKandy, on 11/12/2007, -0/+6Dugg solely for the "You've got mail" bit in the middle of the conversation.
- rdhazrd, on 11/12/2007, -0/+5Actually they are. Being a tech myself, not for Sony, we are the ones that look for damage and reasons why the product isn't working. If it's a warranty repair we must determine if the reason behind the failure is covered in the warranty. That said, I don't see how dust in a machine you are not allowed to take apart even to clean could be considered neglect. I have seen machines with so much dust and cat hair in them that it stopped the fan and burnt it out, still covered under warranty. If you void the warranty by opening the unit up, you shouldn't void it by not being able to clean it out properly.
- ochants76, on 11/12/2007, -11/+16This guy is a tool.
- AvidPreatorian, on 11/12/2007, -3/+8These ridiculous PS3 complaints just keep coming, and they seem to be isolated to Digg. Is there no legit issue 360s enthusiasts can bring up? Gotta resort to these puny, one instance, bad publicity to try and drown Sony? I own both systems and I'm ashamed to be associated with one of them at the moment. These fan kids forgot what gaming is all about. Sony is doing great things, they ARE the reason for the size and scope of the gaming industry today - so please, stfu and play.. whatever, your system.
- Zettabyte, on 11/13/2007, -2/+7Slumshut and PS3 articles is like flies on *****.
- dansmeek, on 11/12/2007, -2/+7what a nice guy on the phone (CSR). seriously, if this guy keeps bitching, Sony might just offer to never repair his console ever. Not even for $200 or whatever. Just make him buy a new one. Sony is not going to get bad publicity because this guy is such a douche that the public will side with Sony. His only hope is that someone higher up in Sony feels sorry for him and specifically how ridiculous he looks and sounds on the Internet. They might think, wow, this guy has some issues. Let's just fix the console so he doesn't kill himself or something.
Now for the sad part.... I think we will likely be seeing this up and around for the next few months (UGH). soon part III then FIVE, etc! it's going to become a meme. - cbroz91, on 11/12/2007, -4/+9What he should do is wait until the console is returned to him, clean the dust out of the vents with some caned air, and then send it back to Sony. Dust problem solved!
- vik1ng, on 11/13/2007, -2/+6The issue here isn't about "fanboy"-ism. The issue is the fact that a company chooses to void a person's warranty under false pretenses. If you look under their PS3 warranty, it states that your warranty can be void due to "acts of God," and if dust falls under this category, that is just plain absurd.
- j4200, on 11/12/2007, -1/+5amen!
- dcpark, on 11/12/2007, -0/+4In response to SlamShut's "tutorial" on how to deal with customer service... I cannot tell you how RIGHT you are about treating Customer Service. Being nice and understanding with the CSR will definitely gain you points and ground in them trying to get accomplished what you need done.
Unfortunately, people are very rude and hostile because they are frustrated and forget they are talking to a human on the other end of the phone. If a friend started yelling at me that I need to do something, I would definitely not do it. On the same hand, if that same person asked me nicely to do something that I should be doing anyway, I'd be more willing to do it and be understanding that they asked me to.
Yeah, this guy started the call off very wrong from the get go and I am sure within 4-5 minutes the CSR was thinking "Oh god, here we go.. I'm not helping him if he's going to act a fool." - ochants76, on 11/12/2007, -0/+4i hate sony...don't own and will never own a ps3......i just think he is a moron for talking like a whiny bitch to a csr who really is in no way at fault for any of this and has no power to do anything about it.
- BarbadoSlim, on 11/13/2007, -2/+6Guess what, the customer is always right, that used to mean something. Of course now, we are living in the douchebag era where you get to snark and sneer at anyone who complains. Until it happens to YOU that is.
- bigteebo, on 11/12/2007, -6/+10What's sad is that there's gonna be dust on all those unsold PS3 sitting on store shelves. :)
- Narcowski, on 11/12/2007, -2/+6But that would void the warranty too!
- SlipstreamLucas, on 11/12/2007, -0/+4can of air - made me think of space balls, and smile.
- krische, on 11/12/2007, -0/+4No kidding. I doubt the rep really cares, probably just some college kid trying to make money for rent.
- bunt82, on 11/11/2007, -1/+4However playing a devils advocate if a person is using the console as intended but lives in a total dump which has never seen a vacume cleaner and thus teh console would clog up with dust and die. I would indeed consider it neglect. Therefore pics or it dint happen pls :)
- Zettabyte, on 11/12/2007, -0/+3Are you aware that SDF is ment to mock the Ps3 fan base and piss off the Wii and 360 fanbase.
- NozE8, on 11/13/2007, -1/+4Wow, you have some crazy form of Stockholm Syndrome goin on. You honestly believe customers should be treated this way? Where else would you have a person put their PS3? On the floor so somebody can step on it and void the warranty that way? FFS the guy put it in an entertainment center and ran a program on it. If Sony cant support that, then I wont support them.
- teljax, on 11/12/2007, -0/+3maybe my 360 broke a few times to many but they always replaced it and they sent me back a new one this last time.
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