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Sony Playstation 3 'Continuous Play' Protection Plan issues

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Hope this is the right forum but here goes:


I took out Sony's Playstation 3 'Continuous Play' Protection Plan on 17/6/09 which is a scheme that basically insures your Playstation 3 after the warranty expires for as long as you pay the £4.99 a month premium. The Policy is underwritten by Domestic & General.


How it works:

If your console breaks down, you ring Sony's Continuous Play number to make a claim. They then arrange a replacement console to be exchanged for your broken one normally within 2 working days. The one they replace it with is a refurbished model of the same model/spec.


My PS3 is 2.5 years old and stopped working on 1st October.


4th October - I rang Continuous Play (CP) to log claim. They arranged delivery of replacement for 5th October.


5th October - No replacement was delivered so phoned CP late afternoon to chase. Was told that there had been a problem setting up delivery and that 'according to their system' they had 'tried to call me twice to advise me that they were unable to deliver on the 5th. I was home all day on the 5th awaiting delivery, CP had my mobile and home number. Neither phone rang. No messages left. The guy I spoke to was rude and off-hand. He told me that the delivery had been rearranged for 6th October.


6th October - No replacement was delivered so phoned CP late afternoon to chase again. The person I spoke to told me that the delivery hadn't been rearranged for the 6th, instead, it had been arranged for the 7th!


7th October - PS3 exchanged successfully. Replacement PS3 was faulty. Within minutes of being switched on, the cooling fan kicked in at it's fastest speed (sounded like a jet). I rand CP and they arranged for another PS3 exchange for 11th October.


11th October - PS3 exchanged again. Switched on the replacement PS3 and it switched itself off after a couple of minutes. Restarted the console several times and within a minute it just froze requiring power at rear to be turned off. So, again a faulty console.


I rang up CP yet again. This time with a view to complaining. I asked to speak to a manager and the person I spoke to told me that there was no point in speaking to a manager as he was a senior advisor and that a manager would only tell me the same as he would. I explained what had happened and he apologised and wanted to arrange yet another exchange. He said that if they were to investigate then I would likely go weeks without a console. He said I would have a very long wait if I were to take the issue up with Domestic & General. I have refused a 3rd replacement for the time being, in order to get some advice.


This whole situation has really angered and frustrated me. Over the course of 16 months I have spent £80 to protect my PS3. I am supposed to get a working replacement within 2 working days. I am not getting the service I am paying for. On top of that I have wasted 4 days of my time. They have lied to me (supposed phone calls to advise delivery not possible). They messed up 2 deliveries and supplied me with 2 broken consoles as replacements. To be honest, I have no confidence that they can actually supply me with a working console at all as their quality control would appear to be shocking. I am a member of several PS3 forums and my experience is not that unusual. Some people are on their 5th CP PS3.


I would like to know what the best way to proceed with my complaint as ringing them hasn't helped much as yet and what I could realistically expect as an outcome.

Edited by OutsiderLookingIn
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