Bricked by firmware 2.40? SCEA will fix your PS3 for free
by Andrew Yoon 
{ Jul 10th 2008 at 7:00PM }
Some unfortunate readers had their systems bricked by firmware 2.40. A PR representative from SCEA has informed us that they will fix your PS3 system for free if you were one of the few unlucky enough to have a bricked system. How's that for customer service?"Our Consumer Services department is working directly with any impacted PS3 users, and, if it's determined that they were affected solely by the 2.40 issue, then their units will be repaired or exchanged at no cost. SCEA stands behind its products and always works to ensure the best possible consumer experience."
To contact SCEA support, visit this web page. If you go through SCEA support, let us know how your experience is.
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Reader Comments (Page 1 of 1)
rafal @ Jul 10th 2008 7:10PM
If SCEA charged for bricked ps3's from their faulty update that would be insane
massive_98 @ Jul 10th 2008 7:13PM
SCEA is among the best customer service I have ever experienced. I attempted to replace my 20GB hard-drive and stripped a screw. I phoned up SCEA support, talked to someone who spoke english and in a week I got the part I needed.
My experiences with Nintendo are also about the same. One representative spent 1 hour with me helping to get my DS connected to my wifi.
I'm actually still disappointed that person dragged SCEA's support through the mud (pun intended) with that too dusty PS3 story.
Case and point, keep up the good work SCEA. As far as customer service goes your one of the best in business.
Lionp696 @ Jul 10th 2008 7:16PM
My friend recently got his PS3 replaced for free because his nephew put coins in the blue ray drive. That is costumer service.
Popfrogs @ Jul 10th 2008 9:23PM
"That is costumer service."
I'm a big fan of the Wookie costume personally. ;)
ocdog45 @ Jul 10th 2008 7:20PM
last time i checked Microsoft makes you pay for that. damm im so glad i got rid of my 360. when will people see the light on how trashy that system is.
Dehshizknight @ Jul 10th 2008 7:33PM
Yeah, it does seem a little wrong for them to charge to fix a 360 but, you gotta realize, they've lost over $1 billion in repairs so they need to recoup revenue somehow.
But like you said, I'm glad I don't have a 360.
Ninjakamster (PS360 FTW!) @ Jul 10th 2008 8:11PM
I had bought a refurb 60gb PS3 from Gamestop in May and GTA4 had damaged the Blu-Ray drive (has happened to others as well).
I heard that the warranty was void and so Sony wouldn't have fixed it. Not even if I paid for the repair? I sadly sold it and got a 360 and its been working perfectly whereas I'm hearing of many more stories of PS3 drives breaking mostly with GTA4 and MGS4. I am afraid to buy a PS3 right now and am upset the 60gb was canned. : (
uh-oh polio @ Jul 10th 2008 8:20PM
All you had to do was say that the game broke it and they would have fixed it/gave you a replacement.
Kspraydad @ Jul 10th 2008 8:55PM
Ninja...You know...you've told this 'story' 8+ times in less than a week and a half on Weblogs...You played GTA for 10hrs and the BD drive acts up...so instead of calling support and getting it fixed you 'sell it at a big loss' (thereby jaming someone else with the issue?) and buy a 360.
Ninjakamster (PS360 FTW!) @ Jul 11th 2008 2:34AM
Your right, I have been going on like a broken record, must be very annoying, I'll stop then. : (
I sold it via Craigslist and listed the drive was broken, showed the buyer as well before selling it. Of course sold it at a nice loss to make up for the broken drive.
I'm just upset that all of a sudden, I'm hearing of MGS4 and GTA4 especially breaking some PS3s, with some not beleiving me and calling me a 360 fanboy stirring up crap.
I really want to get a PS3 again but got a 360 to tide me over until the drives get better, a new SKU is released.
Brodie-san @ Jul 11th 2008 3:56AM
@Ninjakamster
Yep, I think everyone on Joystiq and PS3FB knows by now you got a busted PS3 !
:)
I think that sucks to be honest but with ALL hardware there are going to be failures. The PS3 failure rate is quite low (I'm not going to go into RROD nonsense but compared to its main rival it's VERY low) but unfortunately you're now part of this statistic. I understand that when you're one in a million you don't care about all the other people who are not affected as being in the minority doesn't make it any easier for you to accept that you put down a lot of cash for a product and it did not perform to your expectations.
If I had a bad hardware experience with the PS3 I wouldn't abandon the platform but that's just me. As other people have stated here, there is a very high likelihood that Sony would have repaired it for you free of charge but it doesn't matter as it's too late now.
You have a 360 so I say enjoy it - it's a good system with some really nice exclusives. I can't think of anything to say to allay your fears of buying another PS3 but it sounds like you want to so maybe you just need to take the plunge (again).
It's up to you. As for the discontinued 60GB. Yep, I agree. It's unfortunate that it's gone but there are ways of picking one up if you look hard enough.
Good luck and, as PS3 fans, hopefully we'll see you on the PSN again soon.
SimbaDogg @ Jul 12th 2008 12:05AM
@ dehshizknight
sorry but that is honestly one of the dumbest comments i've ever heard. if a company makes a shitty product, and they KNOW its a shitty product because they've been having so many failures, you dont charge your customers to repair them (under warranty) just because you want to try and recoup your losses. thats just stupid. you eat your losses, take you product back to the drawing board, and fix it. other than paying for postage, or shipping...no company in the world would charge a customer to fix their problem. Imagine ford saying "yeah, our seatbelts in the fusion and focus is faulty, but if you want it fixed you're going to have to pay for it..." thats a no no
#21 @ Jul 10th 2008 7:23PM
i remember that dusty PS3 story from a whiles back... if you saw pics of that ps3, it looked like it was dipped in a vat of dust... if i were SCEA i would definitely ask questions too... anyways good job sony!
Kevin @ Jul 10th 2008 7:26PM
Well what if one doesn't have their receipt?
I am fine with no problems but just asking.
stephned @ Jul 11th 2008 7:25AM
I don't have my receipt and my 60GB is off warranty but when 2.40 bricked mine SCEA said no problem. They sent me the box to ship it and an overnight shipping. They even included tape to seal the box. No charge for anything. Now I am just waiting to see how long it will be before I get it back.
-.- @ Jul 10th 2008 7:34PM
I lost my receipt too xD aha
but YAY playstation xD
-Jad- @ Jul 10th 2008 7:58PM
That's a customer service... quality people QUALITY!
glitched @ Jul 10th 2008 8:08PM
So, what about the 60gig users, are they getting 60gigs replaced with 60gigs?
tojfs7931 @ Jul 10th 2008 9:03PM
Yes, you will get same returned for same.
DID this comment show up?
Ninjakamster (PS360 FTW!) @ Jul 10th 2008 8:11PM
I had bought a refurb 60gb PS3 from Gamestop in May and GTA4 had damaged the Blu-Ray drive (has happened to others as well).
I heard that the warranty was void and so Sony wouldn't have fixed it. Not even if I paid for the repair? I sadly sold it and got a 360 and its been working perfectly whereas I'm hearing of many more stories of PS3 drives breaking mostly with GTA4 and MGS4. I am afraid to buy a PS3 right now and am upset the 60gb was canned. : (
Ninjakamster (PS360 FTW!) @ Jul 10th 2008 8:17PM
Dang it, my comment didn't show up for a bit so I thought it didn't get through so it was posted twice.
Please delete this!
Eggy @ Jul 11th 2008 5:11AM
Yeah right. Think of something that actually makes sense when you try to discredit the PS3.
Tez (PSN: Tezasaurus) @ Jul 10th 2008 8:32PM
Good, but not surprising. Anything less would be PR suicide.
snoozy @ Jul 10th 2008 8:43PM
If you've got a spare 2.5" sata drive you don't mind formatting, you can fix a "bricked" 2.40 PS3 yourself.
Simply swap out the PS3 HD for the spare one, let the PS3 format it, then once you've booted upgrade to firmware 2.41.
Having done that, swap back to your old HD, and hey presto everything works again (and Save Games and DLC are not lost!)
qwerter @ Jul 10th 2008 9:07PM
yes this is kinda unbelieveable but last night i was d/l some vids on my ps3...and it froze i was like wtf, (btw i have the 20gb but replaced it with a 160gb) so i restarted it...guess what hdd corrupted so im kinda sad, any 1 know if i can do any thing about? thx
McKey1991 @ Jul 10th 2008 9:21PM
Call up Sony.
jayj @ Jul 11th 2008 12:37AM
what if you have a imported system? would they still fix it?
just curious if they would fix mine if it happened to me.
Ken Edwards @ Jul 11th 2008 2:18AM
wouldn't it just be faster to take out your own hard drive, format it in a PC, and stick it back in your PS3, format it again there, and be un-brocked.
John @ Jul 11th 2008 4:31AM
Yes, but then you'd lose all of your game saves. It's not stated whether or not Sony would be able to recover your data. If not, then the DIY method is definitely the fastest.
Kevin @ Jul 11th 2008 8:28AM
brocked
LOL.
Sounds like the PS3 got hit with lots of broccoli.
Puntachu @ Jul 11th 2008 8:13AM
I'm only posting cause I like the pin-up...
Michael @ Jul 11th 2008 6:49PM
seconded, i saved it to my "special" folder.
ulrichgaming @ Jul 11th 2008 9:28AM
You should always back your saved data up, and anything else you value... before doing a firmware update.... if you lose your save data that's your fault for not taking the time to protect it.
Roto13 @ Jul 11th 2008 12:39PM
A firmware update screwing up a hard drive is entirely the fault of Sony. Don't blame the victim.
Brodie-san @ Jul 11th 2008 12:51PM
Careful Ulrich, I recommended the same thing over at Joystiq (backing up save games before a firmware update) and got voted down with people screaming "IT'S NOT A PC! IT'S A CONSOLE!"
:)
But you're right. Taking a copy of your saves takes seconds. In this day and age it's worth the time just in case something adverse happens.
skin.bintin @ Jul 11th 2008 6:42PM
So if an Xbox360 dash update bricks you console they won't fix it? That's rubbish... Are you serious?
an00bis @ Jul 11th 2008 11:14AM
"How's that for customer service?"
It's fully expected.
jp @ Jul 11th 2008 11:15AM
My 80gig's Blu-ray drive stopped working last week!! AAAHHH sucks. Couldn't watch my netflix blu-ray... I'm waiting for my BOX to come in the mail. The guy on the phone said it might "TAKE A WHILE" for repair. Longer than two weeks. We'll see. I bought the unit in Dec. 07. I hope this doesn't happen to others. It sucks. I know realize how much my old upscaling DVD sucks balls.
Roto13 @ Jul 11th 2008 12:48PM
"OH YAY U GUIZE BROKE MY CONSOLE AND YOU'RE FIXING IT FOR FREE! THAT'S SO AWESOME!"
No. This is the very least they can do. Just because a certain other console manufacturer's customer service policies are a load of crap, that doesn't make this something special and wonderful. They broke them, they damn well better fix them.
SkeetSkiLee @ Jul 12th 2008 1:46AM
We know it was their mistake... They didn't test it fully therefore some consoles ended up bricking, and i know this is the least they can do, but atleast I'm Sony uses quality stuff to make their system unlike others... Shouldn't "they" fix the broken consoles for free too since they used products in their system they knew was gonna break? I agree with everything you said though...
ulrichgaming @ Jul 11th 2008 2:01PM
Roto13
there are a ton of other reasons a firmware update could fail... not just a faulty firmware release. Anytime you are dealing with the firmware you run the risk (for multiple reasons) of bricking, or losing data off your machine, whether it be a PS3 or something else.... always backup what you value....
On a side note it's not sony's fault because they give you a way to back up your info.... and recommend doing so.
thanks for the warning Brodie... guess I'm old school, where I take responsibility for my actions... and inaction's...
pogo747 @ Jul 11th 2008 2:40PM
Screw. i just called Sony and the guy won't fix mine without charging me $149 for repairs, since it's out of warranty. DVDs and CDs work fine, but not Blu-ray. He said my problem was a hardware failure and not related to 2.40. Mine was working up until that point :( Coincidence that my PS3 blue laser died :(
@#%(%!
timo @ Jul 15th 2008 2:54AM
Mine bricked a few hours ago when I was playing Call of Duty 4 online. Because it didn't brick right after I updated the firmware but a few days after, does that mean they won't fix my PS3 for free?
brent @ Jul 24th 2008 8:39PM
Let my brother in law borrow my ps3, cause we dont play it that much. Best games are COD4 and Resistance, the rest blow. Even the new demo GT Prologue is lame. What race game has no damage.
So after the ps3 updated with the 2.40, it breaks. Called Sony they walked me through reset. That didnt work. I asked if they would send a box to fix it. Dumb service chick says unless i have a receipt, they wont fix. I tried asking her to verify my online account through them that would show proof as to when i got my ps3 running. They have records cause u need to update before u can play.
So i'm gonna try again and call Sony to get it fixed when i have some time to waste. In the mean time my brother in law buys a new ps3 with the new Metal Gear Solid. He wanted to give it to me to replace the broken one. Not even a week later his had problems, but at least he has a receipt.
Sony knew something was wrong after they released the 2.40, they even pulled it ASAP. Why not admit you made a mistake and help all the people who got screwed. At least Microsoft stepped up to the plate.