Amazon has been accused of damaging PS4 units during shipping, according to The Wall Street Journal.
Sony is working with retail partners to fix or exchange the consoles following the numerous complaints from customers about the new device. Many of them have focused on Amazon in particular, saying that the retailer’s packaging was insufficient and may have damaged their devices in transit.
Here’s the report:
Dan Race, a Sony spokesman, said a number of issues had been reported by customers, leading the company to believe there wasn’t a singular problem impacting a broad range of PS4 units. “We also understand that some units were reportedly damaged during shipping,” he said.
“The number of affected PS4 systems is less than 1%, which represents a very small percentage of total units shipped to date and is within the expected range for a new product introduction,” he added.
An Amazon spokeswoman said in a separate statement that Amazon shipped more PS4 units on release day than any other videogame console in its history, but didn’t directly address complaints customers made about how it packaged and shipped the device.
“More than 99% of Amazon customers are having a great experience with their new console,” she said, adding that the retailer is working with Sony to assist the “small percentage” of unhappy customers.
The responses come after a growing chorus of gamers have begun to blame Amazon for troubles with their PS4 units. Almost immediately after the device was launched, customers complained that some units weren’t working. A growing number of customer reviews on Amazon noted poor packaging by Amazon, raising questions as to whether Microsoft most notably expanded the warranties for some Xbox 360 owners in 2007, a move that was expected to cost more than $1 billion to repair defects that led the box to display a red light on its exterior casing.
Sony, too, has been dogged by complaints over the years. Square Trade estimated in 2008 that the PS3’s failure rate hovered around 3%. Even the BBC did an investigative look at the PS3’s failures, a story which Sony criticized.
Whether the PS4 is failing more often than Sony claims is yet to be seen, and it’s worth noting that a loud chorus of unhappy people can always seem much larger than a silent majority of pleased customers. But it’s still hard to ignore that about a quarter of the reviews on Amazon.com’s page for the device claim something’s wrong.