CONTINUE?
So today I spent some more quality time with Sony ... in emails and on the phone, at one point having to phone to remind them that they promised to phone me .. and what an interesting time it was ...
First a recap ...yesterday I spent the day with my new friends at Sony tech support chasing around a loose screw in my shiny new PlayStation 4 console ... it was decided it was a novel thing and perhaps I could live with it ...by the tech support ..oh these guys ... real jokers right? That was before it started making shredding noises when I inserted the KillZone Shadow Fall disk ..
We engaged in interesting conversations and pondered great philosophical questions of the console age including " when is a dead console a dead console?" and if one were to place a semi dead PS4 console and a cat in a box with a decaying poisonous isotope.. would that mean the PS4 like Shroedingers cat would simultaneously be alive and dead but we could never tell what state ? That seems to be explanation the Sony tech support were giving me for the state of my launch day PS4...
Today one day later it was confirmed my console is no more.. Yesterday they did agree to replace it on Saturday, Monday then Tuesday ... entering the details after the phone call .. today I was told it would be collected on Wednesday and then looked at and maybe I would get a replacement several days (7 days) after that... they would also take the game and test that and maybe send another ... they would also be taking the piss n'est ce pas? This was AFTER I complained to the latest manager I was dealing with... one I was promised would expedite the matter but did not have the authority to do so as I found out or OK CONFIRMED several hours later...
So phoning up to chase Sony had actually put me in a situation where THEY were going to take longer replace my console or send a console and take my game!.. I don't know ...is this deliberate ? Are others being "threatened" with delayed console replacement if and when they complain?
Anyhoo I corrected the manager, and to his credit he confirmed my console would now be replaced on Tuesday .. so I was back where i started.
To his credit he confirmed , the courier covering the replacements had been overwhelmed and on the launch day after a certain cut off point all replacements were knocked back after the weekend . This is why my replacement went from Saturday, to Monday to Tuesday and so have many others ..and beyond ...
They are hoping to have this FUBAR event solved sometime next week ...
The question is though why did no one hire a second courier? Damage is being done to Sony's reputation ....but how did this come about and how is this possible?
The answer is Sony's rigid hierarchy ... at each stage , a person can only do so much .. and that does not involve ..thinking outside the company guidelines ... so when you get through to the nice tech support they want to replace your console the next morning ...but they do not have the authority to do so ...so they pass you on to their manager who in turn cannot solve your problems because they do not have the authority to think outside guidelines and say solve a problem in real time like say employing more than one courier to deliver the stack of replacement PS4s ....
Had they been able to,then I would be writing a very different article ... right now ..
No .. the only people who can make such adjustments are the higher ups in head office ...but you know they will all be lauding up in post launch celebrations .. leaving the poor Sony workers defenceless against my retorts ...and of course with a mountain of replacement PS4s that are going nowhere soon..enough.. to quell the righteous anger of PS4 fans ...
Would you believe even managers at tech support cannot handle compensation .. issues all of this has to be dealt with in writing to the "head office " the email . address and contact names of which I am still waiting for ... you know I am going right to the CEOs...
What I learnt today is the hierarchical, compartmentalised structure at Sony is a really potentially damaging aspect of their business model ... or it is deliberate ...so people can say I can only do so much ... which keeps complaints and problems away from higher ups...
There are obvious signs the Sony policy for replacement of DOA PS4s was going to run into problems...
The use of only one courier to replace and collect the damaged PS4s ..
The overwhelming number of failed consoles in the USA launch..
Strict staff guidelines that prevent them from expediting replacements
Solutions
You could hire more couriers to deliver the replacements and avoid further delays ...
But this allegedly requires a higher up from HQ ... not available on the launch day it seems or bothered ...enough to check how the replacements were going or if the staff needed help... So who at Sony was in charge of the UK launch ? And why are they conspicuous by their absence ?
Tech staff need to stop blaming customers or patronising them ... we don't want sympathy ... we want what we paid for ... if Sony is not delivering on that ..someone outside Sony should investigate ..the issue is not one of Sony replacing faulty goods ...but why is Sony being allowed to introduce so many failed goods without adequate quality control ..using customers to pick out failed product when this should have been picked up back on the production line..We have rules against this sort of thing in the EU..
And by their own admittance (on line) Sony seem to know about a significant batch of faulty PS4s... several signs point to this ...
10000 DOA or faulty PS4s were in the USA launch pipe ... so we may see a similar number for the EU launch ...perhaps more with an even larger user base .. Europe and it's dog loves the PlayStation brand...
Prominent Sony higher ups released pre launch day PR blurb to known sites announcing they were prepared for ...i.e EXPECTING mass failure rates... and had solid plans and stock to mitigate those launch issues ... except .. no one it seems managed to work out they needed adequate logistics to cater for that stack of failed PS4s... and the SOLE courier Sony had lined up was quickly overwhelmed by the demand for replacements..
The poor tech support guys and girls manning the trenches of the console war had no idea the number of failed consoles that were about to be uncovered ...through people having to buy them and try them ... and the thousands of faulty consoles having gotten by Sony Quality Control ..
All whilst the higher ups from Yoshida san , to Mr House are in my personal experience of the Sony PlayStation 4 UK launch as hard to get hold of as that screw rattling around in my dead on arrival launch day PlayStation 4 ...
And the truth Ruth? The way Sony is structured such problems will only be redressed when higher ups get involved .. and I mean it's time to dish out some good will compensation ..you know Sony ...4 the players...
More to follow as I chase the higher ups...
GAME OVER ?
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