Support NeoGAF

[Cyberia]

We reached out to Sony today to find out more about the reports of defective PlayStation 4 units. As we mentioned last week, Sony estimates hardware failures at 0.4 percent.

“There have been several issues reported, which leads us to believe there isn’t a singular problem that could impact a broader percentage of PS4 units,” a Sony representative tells Game Informer. “We also understand that some units were reportedly damaged during shipping. The number of affected PS4 systems is less than 1%, which represents a very small percentage of total units shipped to date and is within the expected range for a new product introduction. We understand the frustration of consumers that have had a problem and are working with them and our retail partners to help troubleshoot issues and ensure affected units are exchanged”

We inquired about repair and replacement times for those consumers that choose to approach Sony directly rather than attempt a fix through a retailer. The representative gave us some good news. “SCEA is exchanging units with new replacements for those who call our support line,” he says. “The exchanges are immediate with expedited shipping.”

http://www.gameinformer.com/b/news/...efective-playstation-4-units-immediately.aspx

 

[Awntawn]

Any word on the controller thumbsticks issue?

 

[opticalmace]

Great news.

Also this tidbit in there:

The number of affected PS4 systems is less than 1%

 

[Ouren]

good on 'em

 

[waypoetic]

And what about those PS4's for EU? I'd be worried if i bought a PS4 next week..

 

[BadWolf]

Good stuff.

 

[HORRORSHØW]

Good on them for a prompt response.

 

[N.Domixis]

Great news.

Also this tidbit in there:

That's greAt! Only 10k ps4 duds.

 

[DenogginizerOS]

This is great. Hopefully this is the roughest patch they encounter.

Now only if broken games....cough...BF4....could be replaced immediately.

 

[mohsinkhan]

1 percent is really reasonable IMHO.

 

[DirgeExtinction]

That was a fast response. Good job, Sony.

 

[Requiem]

As it should be

 

[Brohan]

That's nice to hear for those that had defective units.

It's great that they exchange them for completely new units instead of repairing a unit that should be brand new, i know i wouldn't be happy to buy a product that needs to be repaired straight away, wouldn't exactly feel new anymore... at least to me.

So great service.

 

[Danziger]

Great job, Sony!!!

 

[MADGAME]

Reassuring news. I'd like to hear firsthand from some of the Gaffers that experienced issues.

How long from shipping it off until you receive a replacement?

 

[DJ_Lae]

Glad to hear, it's always annoying buying a brand new product, taking it home, and having it not work.

I'm hoping the longer term failure rates for the PS4 and One are similarly low, especially after the past generation.

 

[shink]

Great to hear. Hopefully those that have defective consoles get their replacement with little to no delays/dramas.

Sony also need to respond to the controller complaints too, I think disintegrating rubber after couple hours of gameplay is pretty poor.

 

[FranXico]

The number of affected PS4 systems is less than 1%

Difficult to believe.

 

[Vandiger]

Glad they respond so quickly, good job Sony.

 

[Loris146]

1% is very low. Dat mass media overreacting.

 

[DonMigs85]

I wonder if they really were sabotaged at the factory...

 

[hodayathink]

1 percent is really reasonable IMHO.

It's more than reasonable, if true. 1% for the launch of a brand new consumer electronic device is actually pretty impressive. 3-5% is what you'd honestly expect.

 

[funkystudent]

Well thats how you handle these kinds of things.

Still the EU launch is going to be a good test to see if it was just a bad batch that came out of the factory for early units or if its a bigger problem.

1% is very low. Dat mass media overreacting.

1% of a million is still a heck of a lot of people.

 

[demolitio]

Glad to hear they're getting new ones out there so quickly. It pissed me off when I had a defective Wii U and it took over a month to get it back.

 

[SolidSnakex]

I wonder if they really were sabotaged at the factory...

Those threads have been repeatedly locked for good reason.

 

[RaikuHebi]

Excellent, hopefully this is spread as more than the FUD so the FUD can halt.

 

[N.Domixis]

By bu bu %50 are dead, it's Teh next rrod! That's what's I actually read on a variety of forums. Lmao

 

[Majmun]

Good thing they're not ignoring it like MS did back then with the X360

 

[mackattk]

Difficult to believe.

I believe it. The most vocal set of people are the ones who have problems.

 

[Cloudy]

These guys are on point with this launch.

 

[neojubei]

http://www.gameinformer.com/b/news/...efective-playstation-4-units-immediately.aspx

I sure hope so.

 

[nib95]

In the past I've had great luck dealing with Sony with these things. I remember when my PS2 died they actually sent someone round to my house only a day or two later with a new console and collected the old one. Unfortunately you don't get service like that these days.

 

[Brohan]

Difficult to believe.

How is that so difficult to believe?? They have sold more than 1 million units in a single day.. 1% would mean 10000 people had their PS4 failing on them which is alot of people, sounds believable to me.

 

[Eusis]

I wonder if they really were sabotaged at the factory...

It's possible too that given the situations the workers were working under they would be a lot less careful about doing a good job.

Wonder if for those near SCEA HQ can actually just drop off their PS4 and swap right then and there? After calling in ahead of course.

 

[Darksol]

Good, efficient response.

 

[polyh3dron]

MS made me pay to get my RRoD'd 360 replaced (this was before they announced that extended warranty thing) and due to supply constraints it took quite a while, so good on Sony.

 

[Uno Venova]

Difficult to believe.

With how many reports there have been versus over a million sold I find it easy to believe.

 

[XANDER CAGE]

I wonder if they really were sabotaged at the factory...

I highly doubt it. 1% failure rate is pretty decent for electronics, assuming the failure lies somewhere in the chip manufacturing process.

 

[Tsundere]

1% of a million is still a heck of a lot of people.

Imagine if it were 30%!

 

[SneakyStephan]

Good that's how it should be.

 

[maquiladora]

Difficult to believe.

You think there are more than 10,000 DOA units bring reported? Really?

 

[Wynnebeck]

Difficult to believe.

Was about to respond, but I see someone already beat me to it. It's believable.

 

[Skeff]

1 percent is really reasonable IMHO.

Yea, <1% is really good, Better than the vast majority of laptops.

 

[Damaniel]

Difficult to believe.

I believe it, considering the sheer volume of systems sold, combined with the tendency for bad news to spread quickly. My system, while not requiring replacement, didn't read discs out of the box, and only started doing so after bringing it out of standby the morning after I first hooked it up (it's worked flawlessly, and quietly, since). There are definitely problems, but even thousands of bad systems total when you sold a million is still a very low percentage.

As for the expedited replacement, I'm not surprised. Sony did the same thing during the PS3 launch -- my PS3 was DOA, and they overnighted a coffin to me, which then got sent to them overnight, and then they overnighted a brand new system (retail box and all) right back. I wouldn't expect any different for the PS4 launch.

 

[Beardz]

I wonder if they really were sabotaged at the factory...

Off-Topic:

I'm listening to Beastie Boys - Sabotage right now, at the same time I was reading "sabotaged" the song was playing that part, coincidence? I don't think so.

 

[Amir0x]

I dunno, they're probably underestimating. But still, they seem to be on top of things to ensure it doesn't spread like wildfire and that they immediately exchange broken units. So good effort I guess.

 

[Bam Bam Baklava]

I think quick replacement is the key. 360's breaking down weren't as bad as waiting up to a month for it to be fixed and returned.

 

[Salex_]

Difficult to believe.

I guess you don't understand how big the social media is and how fast a small number of reports can make it to big news sites.

 

[dc89]

Very good to hear. I knew they'd have reserved stock for this situation.

 

[MThanded]

Difficult to believe.

why, that would be 10k systems.