How to file a complaint to Sony for not replacing PS3

I have been sending my PS3 back and forth to Sony for over 2 MONTHS. I had a problem with where the console would mark up and scratch up a disk every time it plays a disk. I sent it in 2 times only to find out from a tech support rep that they didn't fix it because there was "no problem" with it and just sent it back over and over. I sent it in a 3rd time after talking to some Reps that were higher up from the regular tech support and they helped me put a request for a replacement console. I call today only to find out that they have again refused to give me a replacement and are sending me back my old problematic one again and its not even guarenteed that Sony has fixed the issue. Is there any way that I can file a complaint to the company directly to let them know about their horrible customer service and hopefully get a replacement without being lied to again? It also seems that their reps are rather uninformed and lazy as many I've talked to always give me BS or completely ignore me.

you have to be assertive when talking with customer service....drop a few F bombs, etc etc. basically you have to ***** them out and tell them what YOU want. Works 80% of the time for me. ReaperV7

having worked customer service, i suggest you don't drop any F bombs, trust me when i say they make people not want to help you. if there really is a problem keep asking to speak with supervisors, get names and phone numbers and follow up. its a sucky process but not nearly as sucky as a ps3 that scratches up games.

[QUOTE="ReaperV7"]you have to be assertive when talking with customer service....drop a few F bombs, etc etc. basically you have to ***** them out and tell them what YOU want. Works 80% of the time for me. z4twenny

having worked customer service, i suggest you don't drop any F bombs, trust me when i say they make people not want to help you. if there really is a problem keep asking to speak with supervisors, get names and phone numbers and follow up. its a sucky process but not nearly as sucky as a ps3 that scratches up games.

sounds to me like they have ur pants down and effing you in the ass

So this explains why the Bourne Supremacy disc I got from Gamefly had a arch-shaped scratch on the read side, like it was scratched while in the drive.

What your saying is rediculous CS and you need to get it replaced and not fixed again.

thanks for the input ,but sadly almost every person I contacted at Sony is very incompetent. I've called like crazy and yelled at, demanding a replacement model, but many of them just give me BS about how the service dept. decides everything. I got Sony corporate from the regular customer guys to demand an exchange, but the people are very incompetent. They won't give me any additional information and everytime I call, I keep getting on lady who sputs some "if we don't get your messed discs, we can't fix your ps3" BS. This lady was so horrible that I yelled and screamed to talk to another person or manager, but she said "there isn't one" and refused to transfer me to somone else and kept giving me crap information. Its gotten so annoying that I just think I want to file a complaint for Sony's horrible customer service and refusal to replace my console. Would contacting the Better Business Bureau be a good place to file this complaint?

I dont care if you guys work for customer service, being assertive works. And thats that. I don't care who is on the other line, If I am unhappy about the service I am receiving then I have all the right in the world to complain and make them listen to my *****ing.

I did that 2 of the 3 times I sent it in. They didn't even care and just sent it back saying it was fixed.

I did that 2 of the 3 times I sent it in. They didn't even care and just sent it back saying it was fixed.

Egroegnihc

Well it's not and you need to do something different to get them to fix it differently.

if you live in the UK do some research on consumer rights and you could argue with the people over the phone while quoting various rights such as 'The sale of goods act 1979'

I live in the USa and I think I might be able to complain to the better business bureau about this.

I filed a complaint with the Better Business Bureau just the other day and NOW Sony tells me they will give me a replacement. What jerks, I can't believe I had to resort to that just to get a replacement

I filed a complaint with the Better Business Bureau just the other day and NOW Sony tells me they will give me a replacement. What jerks, I can't believe I had to resort to that just to get a replacement

Egroegnihc

Hey sometimes you have to do this as big businesses don't really care about the little man. Glad being forceful worked to your advantage. This isn't a problem with just Sony but all big companies. Hope your new PS3 works fine.

Quick update on my problem. After waiting weeks and weeks, I finally recieved the replacement console Sony. Sounds like good news? WRONG This new one has the exact same problems as my old one, only it seems to be a lot worse. I called Sony again for the millionth time and I have to send it AGAIN for a 4th time and I have been doing this s@#T for 3 months now. The only good thing I out out of this was that they're giving me Heavy Rain and Uncharted 2 for free, good I guess, but why is it so hard for them to give me a properly working one and who know when I'll be able to play them? Are they possibly trying to hide the fact that the slim has a defect?

I hope it will, its really not my fault that my PS3 developed this issue(it was probably there all along), and they better give me a 1 year warrenty for the console for being so "paitient" with them as it will be up January which is very soon and I spent 3 freaking months sending back and forth with no fix in hand.

you should buy console withstore 3 yeras warranty from bestbuy, in that case, no hassle, they will give you an new unit if you prove it's not working.

I should have. I bought it at a Target actually, if I had known about it I would have got it there instead, thanks for telling me though.

This may be old, but thanks everybody who helped on this. I'm not the poster, but I bought a brand new Vita 3G that only came with half of the things that were supposed to be included in the box. They didn't even wrap the system, so it got scratched. I called for a replacement or at least the items that were missing, and they said no. I'm going to try these same steps and maybe get an answer.

Again, thanks.