Kenneth sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. – email address that said:
Dear Mr. House,
I have been a Sony brand loyal since the PlayStation One. I have owned all of your consoles up to the PS4. However, I have an issue that has totally shaken my loyalty to your brand. I recently had the misfortune of a lightning storm brick my PS4. I sent it in to have it repaired (It was purchased on April 2015). I paid 150 USD as required and recieved it back on May 28, 2016. Unfortunately, on September 8th (only 12 days after the 90 day warranty), I have experienced what is commonly known as the "blue line of death" (BLOD). Now I'm don't know what was actually done to fix the problem, but I did call the 1-800 number on the box to see if I could send back the unit to get it properly repaired. But to my surprise, they said I had to pay another 150 USD to get it repaired AGAIN! I understand that Sony is a business and, as with any business, you must make money. I get it. However, I find it VERY insulting and unfair that you folks would expect me to pay another 150 USD when the repairs performed on my PS4 unit was shoddy at best. Somewhat the equivalent of using chewing gum and a paperclip to fix it -- then when it breaks only 10 - 12 days after the warranty expired, I'm just plum out of luck. I sent my unit to you guys because I believed that Sony was the only ones qualified to get the job done right the first time. It took me 3 months to save that fee. I had looked up other repair sights that offered better deals and warranties, but I didn't want to take the chance because I REALLY thought Sony would take care of me. But now I have a broken PS4, 8 physical games, two downloaded that are all paid for (@400 USD), a recently renewed PSN yearly member ship (50 USD), and another controller (60 USD) that are all useless. If this was something that happened another 3 months after the repair warranty, I would not write this email to you. My PS4 didn't even make it for 110 days after it was repaired! Thats great customer service?
In conclusion, I want to thank you for taking the time to read my email. I know you are a very busy man. But I truly hope you will understand where I'm coming from as a loyalty brand consumer and change this aspect of how you do business when it comes to repairs. I feel like you guys really burned me.
Sincerely,
Kenneth
