PS3 Repair Log

Here is a log of the repair process of my ps3. This post can also be viewed on the official ps3 forums at http://boardsus.playstation.com/playstation/board/message?board.id=ps3&thread.id=2749209 page 19.

So far the process has been smooth.

My system is a launch 60gb ps3 purchased on 12/27/06. Last month during a long session of Oblivion, the screen started turning different colors (mostly green and purple) and then the system would freeze, requiring a hard reset. The system was extremely hot, more hot than it had ever been previous to this time. Thinking that maybe I had just been playing too long, I turned the system off for over an hour, and within 5 minutes of starting the ps3 back up and running a game, the same thing would happen.

Being the tech savvy individual I am, and knowing my system was out of warrant, I decided to take the ps3 apart to see if the thermal paste on the gpu/cpu was sufficient. Of course, like all mass manufactured consoles, it wasn’t, so I scraped the old stuff off and applied new thermal paste. A shame because the ps3 cooling system is massive, and not evenly distributing the thermal paste effectively nullifies the large heatsinks, heatpipes, and fan.

Anyway it was still overheating at that point, so the damage was already done. Called Sony support the next day, and could not speak to anyone due to the high volume of demand for support of Sony products. Called back the next day and spoke with a rep who asked a few simple questions and gave me a reference number. Got my coffin in a couple days and boxed up the ps3 according to the included instructions.

The tracking number given to me by uPS, upon dropping off the ps3 to thier ship facility, states that my ps3 was received in Texas on 04/03/2008 at 9:23 A.M. by GONZALEZ. Upon entering my service request number into the playstation.com repair tracking link reveals this message:

Service Request #: 1-15441xxxx Status Date: Saturday, April 05, 2008 Status: Due to high demand, your unit is currently on backorder. The quoted turn-around-time for product exchange through our PlayStation(R) Exchange Center (PEC) is approximately 7-15 business days from the time we receive your unit, not including shipping and handling time. Due to the current backlog the turn-around-time may exceed the quoted 7-15 business days. We appreciate your patience and apologize for any inconvenience.

So this about sums it up, I am getting my ps3 replaced for $150 which isn’t bad at all. On a side note, I picked up a 40gb ps3 at wal-mart to have while my unit is getting repaired, because wal-mart has a 90 day return policy on ps3’s so I will be able to return the 40gb and get a full refund once my 60gb comes back.

Time breakdown:

3/16/08 – Console failed
3/17/08 – Took apart, applied thermal paste to cell/rsx
3/18/08 – Called support, got call back later message
3/19/08 – Got ahold of support, got reference number. Didn’t have hold funds in bank, told rep I would call back next week on payday
3/26/08 – Called Sony support, confirmed replacement offer, gave cc info.
3/31/08 – Received coffin with prepaid label & instructions
4/02/08 – Dropped ps3 off at UPS
4/03/08 – ps3 arrived at repair facility
4/05/08 – replacement of unit is pending backorder

Total time so far – 20 days, 7 of which was my fault for being broke =(

*UPDATE 9/28/08*

I received my ps3 back from repair approx. 27 days after it was sent out.  The unit I received back from repair had a sticker on the side claiming it has passed QC. It has now been several months since I received that unit back from Sony and it is still going strong. I played thru MGS4 over the course of 3 days, and now have several hour sessions with PAIN and folding@home without so much as a lockup. So it appears that the unit they sent me is gonna hold up for some time.

I just wanted to pass this info along to anyone who may be interested.