About a week ago I packed up my PS3 and sent it out to Sony to be replaced because the video was freezing constantly. Just started happening a few weeks prior. In a couple of days, I'll be packing up my XBox 360 and sending it back to Microsoft to have it fixed because the console was freezing under a specific condition. Both are under warranty so the whole thing won't cost me a penny but still, kinda irritating. Not a huge deal though since I don't play console's as much these days.
I just thought I'd note down the differences between these 2 companies when it comes to support. First off, Sony:
- Phone support seems to be located in the US.
- Got to talk to an actual agent in a relatively short period of time. Still had to go through a menu system first but not too bad.
- To have my unit fixed/replaced, I need to send in EVERYTHING. Console, controller, all cables that it came with. It's a good thing I save the unused cables in the original box instead of just chucking them.
Microsoft:
- I think their phone support may be located in India. Called twice and both times there seemed to be a hint of a non-US accent. However, the agents were quite fluent in English so communication isn't a problem.
- To actually get to talk to an agent on the other hand was a bit of a pain. You first get routed through an automated self-help system that works ok but is annoying if you're calling back a second time. And the recorded voice is funny cause it's indicative of the type of audience that Microsoft is aiming for with the XBox: teenagers. Basically the way the voice talks is a bit more informal and extreme gamer-ish than what we usually encounter with these types of systems.
- To send my unit in for repair I only need to send in the console. Actually I need to send in the console minus its hard drive and faceplate. Nothing else.
So the reliability of these new console system hardware is a bit suspect. I don't recall ever having to repair a console system prior to now. Although my first PS2 bit the dust after 2-3 years, that's perfectly reasonable to me at least. By that time getting a replacement didn't cost as much as when they first came out. The issue with the 360 wasn't particularly severe, I had noticed it a few weeks after I bought it over a year ago but didn't really care to do anything about it till now. It was an annoyance more than anything. But I finally figured I'd put the extended warranty I had dished out for to some use at least.
As for my Wii, it's just sitting there minding its own business.
