Last night, after installing an official firmware update to my Playstation 3, my system's Blu-Ray drive stopped working (it won't read any media: Blu-Ray, PS3 game, or DVD). A quick Google search on the issue pulled up this blog post from the official US Playstation Blog:
http://blog.us.playstation.com/2009/09/ps3-firmware-update-v3-01-now-available/
On this post there are over 700 comments, many of which talk about users' Blu-Ray drives ceasing to work (with only one reply in the thread, mentioning how it fixes issues with a specific game). Since I added my comment on the thread last night (#759), 8 of the ten comments made overnight were in regards to issues with the Blu-Ray player.
I called the customer support line today and had three conversations:
1) Eva (first level support, did not think to get her ID#)
Read More
- Because my system is out of warranty, it would cost $150 to be serviced
- Warranty is only 1 year from purchase date; even if you are one year in, w/o a receipt they would charge you $150
- According to Eva, my phone call regarding 3.01 breaking the Blu-Ray drive is the first they have ever recieved
- According to Eva, the official blog is just a place to post thoughts and comments; the fact that there was a post with hundreds of comments regarding this issue did not matter at all
- To have the system tested by them to discover if the firmware caused the issue, I would have to pay the $150 service fee
- I asked Jason if I could quote him on this, and he agreed: "Even if the firmware caused the issue, you would have to pay the $150 service fee"
- Jason told me that even if the firmware update caused the issue, they would still charge me $150 to have the system repaired; there would be no refund of the service fee
- When agreeing to a firmware update, you agree that if the firmware causes any damage to your system, Sony is not responsible
- According to Vance, Sony is unaware of any issues with 3.01 causing issues with the Blu-Ray drive
- Sony did extensive testing before the release of 3.01 - he is unaware of any testing regarding the Blu-Ray drive issue since its release
- If the Blu-Ray drive failure did become a documented issue, he does not know if they would refund any service fees
- There is no way for him to service the system for free, regardless of whether it was caused by the firmware or not, because I have owned the system for two years
- There is nothing more that I can do to let Sony know that 3.01 firmware caused the Blu-Ray drive to stop working