Some of my friends are surprised when I tell them I don't really want a PSP, at least no yet. I have a few reasons for this, but many of them might only apply to me. The main reasons which might be shared by other people are the deadly combination of "dead pixels" and bad support.

The first thing people wonder when they hear about the dead pixel problem is how bad is it? Well, the resolution of the PSP is 480x272, and I hear lots of reports of between 1 and 12 dead pixels. Kilree says who the fuck cares. Kilree also happens to have said "Shit man, I feel sorry for you" when I had 3-5 dead pixels (they would sometimes die, sometimes come back to life) on my 1024x768 LCD. Scaling up PSP's 12 dead pixels per 480x272=130560 pixels would mean 72 dead pixels at 1024x768.

And does it really matter how many dead pixels there are? I mean, if there's even 1 dead pixel, then the product is broken, right? A randomly placed dead pixel doesn't make your PSP unique, or a collector's item ("I have a collection of PSP so big, that taken together, every pixel on the screen is dead at least once") or gives your PSP "personality". It's just plain broken, and shouldn't be acceptable.

This wouldn't be so pad if it weren't for Sony's terible handling of the issue. You can check out Sony's US Playstation board and read all the complaints. People are sending the PSPs to Sony, and Sony are sending them back new PSPs with more broken pixels. Oh, and you have to pay for shipping both ways. Basically, you just keep sending PSPs back, trying your luck, until you get a working one, paying for shipping each time. And since you're sending a $250 device, and Sony typically takes months to send you a replacement, you want insurance, package tracking, the works. That's a lot of shipping and handling. Choice quotes:

warbaby writes:

Actually exchanged it 5 times. [...] first one was i had dust underneatht the screen plastic.... all over the place, no good. second one had big square of dead pixels on the middle of the screen... no good. the rest were dead pixel related. im not paying 250 bux for a defective PSP, it had to be perfect.

Bazz writes:

Sorry to tell you guys just got mine back all they did was send me a new one still has dead pixels. I'm so mad.

reyd8

i agree they should test the units they send back. They got mine on friday and its still just sittin there. I paid $23 to get it to them in 2 days(2nd priority) and it just angers me that its gonna sid around for a week b4 they even open the box. I read another post of a guy who sent it in for dead pixels and got one with screen bubbles. What really pisses me off, is that when i called to get it fixed, the lady was real mean and seamed to emply that somehow this whole problem was my fault. Cuz i didnt take it back to the store i got it at. tolde her i ordered it online and sony asks that you play it for a couple weeks b4 sending it in for repair. AAHHH! the whole situation just makes me wanna cry. Why is sony so mean. I used to love sony. IT was unconditional. If you search my posts you will find a detailed account of this process w/the email they send. Has anyone else found the email they send to get a little confusion. write this nomber here here and here. send this but not that. Ya better watch out.

basso4735

well, mine has like 3-5 stuck/dead pixels, but im not going to send it in yet [...] to see that people are still getting dead pixel units back, i would wait to see if sony ever does anything about the problem. and i have planty of time because it is a 1 yr. warranty.

Zorlofe

Yeah, I know what you mean. I was treated rudely over the phone as well. I'm a full grown adult and didn't really appreciate being treated that way as if I didn't know what I was talking about. When you have mouths to feed and a mortgage, dropping down some bills on something that doesn't work like brand new and being made to wait longer is slightly infuriating especially if you get one back in the same or worse condition. This will be the last Sony purchase that I will likely ever make if they can't get it together.

reyd8

the person we talked to probly didnt even know what a dead pixel is. I felt like i was crazy when i tried to explain the screen bubbles. Like i was talking jibberish to a child.

The dead pixel issue is getting so much publicity, I strongly doubt that the person at Sony didn't know what dead pixels are. More likely, as a PR move, they're trying to pretend it's an isolated incident and that reyd8 was the only person to have reported such an incident before (i.e. Sony is lying).

Hirsbrunner

I took my first one back to EB Games, dust under the screen. Opened the second one in store, had a dead pixel. Mgr. would not allow any more to be opened, and referred me to pg. 14? 15? in the manual.

Asheis

I don't care so much about the small dead pixels. I had a grain of sand sized black speck in the middle of the screen. And for those of you that have used the psp know that is pretty big.

bazz

my 1st was pretty messed up if you have 1 to 3 dead pixels I really wouldn't send it in.

Zorlofe

I never even got to play a game on my PSP yet.

ozzfan84

NONE of the customer serivce people care there. even the supervisors. i talked to them three times already and each one talked down to me like i was stupid for wanting a non defective product. the last supervisor i spoke with (three days ago) said hed send me an email with info on shipping it back, but never did.

as for the next gen consoles, i will be sticking with microsoft or nintendo because of this service.

Zorlofe

I know it is a stressful job but if someone is nice to you as a customer you should be nice back. I never treated the person I spoke to rudely so I don't get why I was treated that way.

bazz

Uff that email thing was horrible I called 3 times untill I actually got it emailed but by that time I just took the information over the phone.

Wolverine PSP

You guys, I just to give you a heads up that I got my "refurbished unit" yesterday and I was expecting better. But no, Sony probably did not inspect the new one/refurbished one(that someone probably sent back to them) because it has one small indentation in the top middle that annoys me and like a couple of very small dead pixels. I'll say, it is better then my first but I am still unsatisfied with Sony replacement 'plan'.

Zorlofe

Thanks for the reply. I'm tempted to call Sony and tell them not to bother sending it back without checking it to make sure it's right or I'll just send it right back to them, lol.

Wolverine PSP

I want to send my back too but don't want to go through hassle of waiting again and paying shipping cost w/ insurance. I hope a Sony higher up sees this and help me out. I wish that they would just send me a new perfect one like the one I bought for my nephew a Bestbuy and I'll send them the "refurbished" one they sent me in which my opininion I should have got a new one since I paid for a new one. I believe the units that they are getting back, the same Q and A Department is looking over it and sending the 'imperfection units' back to us. That's what I believe. We should all post our serial number and cross reference if you guys once owned that unit. Would be cool if we could share this wealth of info and see if Sony is 'pulling a good one' on us.

mugenn

I sent mine in on the 26th of March, and finally getting it back this Friday. The customer rep told me the technician picked up a brand new PSP to send it back. I then asked, did the technician check to see if there were any dead pixels. The rep didn't say a word... I guess I have to wait until Friday to see if Sony is sending out "fixed" PSPs. Sony really needs to shape up it's replacement plan, then again, with already half a million PSPs sold, they could care less about quality.

nEcRo64x

I sent mine on April 6th, they still haven't gotten and/or assigned it to a technician. Whatever that means, I mean what is a technician? A guy who just takes your PSP puts it in a pile to be repackaged and sends you another sealed PSP? Seriously, more than $ 250 later and I have nothing but an box full of the value pack junk that I didn't want in the first place.

DONK3YKONG

You're not the only one. I've decided that the dead pixel on my PSP isn't worth going through all that bs. I guess I should just feel fortunate for the fact that my PSP didn't have air-bubbles in the screen, or multiple dead pixels I'm not sending my PSP back to Sony not only because the dead pixel isn't extremely noticeable, but because after a couple of lengthy conversations with a couple of different Sony reps, it seems they couldnt give two $h*ts about my dead pixel. They would probably just send my unit back and claim; "Its normal"

ZildjianKX

Man, this customer support problem is pretty bad... It's just going to suck when people go through all this crap and get a PSP back worse than the one they sent in... :-/

Azagothoth

I doubt the one I sent in could be any worse. I had 9-12 dead pixels depending on the lighting and the screen color. If they send me one that is unacceptable, Ill just send it right back.

Zorlofe

I can't go back to where I bought it. They won't exchange it.

Azagothoth

I noticed a lot of you guys are older and pay bills ect cetera. I myself am 27, married with children and I didnt buy the PSP because I needed it I bought it because it was a Sony gaming system that I thought would expand my gaming outside of the living room. The quality control is just awful, the reps I have spoken to get defensive when you bring up Dead/Stuck pixels. I am furious but there isnt anything can do except wait on the "refurb" and hope it is better. Notice Sony doesnt post a number to consumer affairs, they offer a PO Box and that is it. I have tried every Sony sight looking for a number to someone higher up than the repair center with zero luck, is this coincidence? NO, they treat all thier customers as if we were 15 and that we will buckle under rudeness and harsh tones. I have considered other course of actions considering that I spent nearly 500 dollars on launch date and have only used the system for like 30 minutes. They want even offer an apology, let alone any type of reimburstment such as a coupon for time lost on a brand new product. Even if the system comes back in GREAT shape, it will be awhile before I purchase anything for it or the PS2.

I work in customer service and in retail and from my 9 plus years in the field I know that customers are what gives you a job and making a customer happy is my job. I would NEVER get argumentive with a customer with a valid complaint and/or concern.

SXL

If you sent everything, you're not getting everything back... [meaning if you send in the 32 Meg card, the cleaning cloth, etc., it's gone forever] my old one had 4 dead spots, and the R1 key won't pop up sometimes.

[...]

No matter what you sent them. They will only send three things back: the unit, the battery, the charger. So you should only send those three things to them.

Mysticale

the dust things on screen protector that cause it to get little air circles.. very small etc.. but no matter how much I clean it off and re apply it will always be somewhere there.. all I can say is, least I can live with that if my screen is protected.

ZildjianKX

Be careful, the ebgames district manager told me if I exchange my PSP with Sony, it voids their replacement plan since it's a different PSP with a different serial number.

basso4735

i have like 5-10 at most. maybe subpixels, they are ver, very small. i dont mind and i would not want to go through the hassle of this crap to get something much worse like white spots. at least mine show some color and blend in.

It's pretty sad when this guy has 10 dead pixels (there's no such thing as dead "subpixels"), and decides he's ahead of the game and decides not to exchange them.

Arliman

The tech support rep I spoke with today said they had it and it was opened (yet no repair status on the site) and he said it should be assigned to a tech "soon". Well who opened it? The court f*cking jester? Then the guy, after everything I keep asking, was constantly saying "Is there anything else I can help you with?" he said it like 3 times. I was about to tell him I don't give a damn about his AHT (average handle time), but I was nice. I might call up again tomorrow. Normally I'm patient, but this is really starting to worry me.

The guy on the phone also told me that he saw that I didn't include the power cord. I said that the email stated to include the PSP system, AC adapter and Battery Pack. He said they should have told me to include it. I said I was following the email I got to the letter. Hope it doesn't make a huge difference, and he said it might. You gotta be kidding me.

So he sends me an email after I get off the phone with him, right? This is from the old email (before I sent the PSP in):

"Package and send in your PSP system, AC adaptor, and battery pack ONLY. Please be sure to remove any discs, Memory Stick Duos, or other peripherals before packaging the system for shipment."

This is from the email he sent me:

"Package and send in your PSP system, AC adaptor, AC power cord, and battery pack ONLY. Please be sure to remove any discs, Memory Stick Duos, or other peripherals before packaging the system for shipment."

See the difference? Like it makes a difference now... I ALREADY SENT IT IN!

I'm not worried about this... what I'm worried about is if I'm gonna get a spiteful tech that will send me an even crappier PSP.

Arliman

when I talked to the tech, he said that nothing was found wrong with the unit.

WolverinePSP

they gave me a "Refurbished unit" that is stated on the letter with the warranty information on it. Mine also has one noticeable dead pixel and the other one looks like a small dust under the screen. However, the identation in the top middle of my screen annoys me. It causes an air bubble when putting on my screen guard. Well, at least it is better then my first but still unsatisified with what I got back.

Profit

Nintendo had faster service when I sent in a GBA. Called them up... hour later fedex at the door to pick up GBA 2 days later I had a new one. total days 3 Cost $0

Sony lets see, overnighted psp to them 1 day, Took sony 5 days to process it then another 5 days for shipping ------ total days 11 cost $17

So another $17 on top of the $250 to try and get a perfect psp that I expected from day one. Attempt failed and sony reps wonder why we are upset. Imo they should have stuck page 13 outside the box so then I wouldn't have purchased a psp. Because once its opened a refund is impossible, unless you get lucky.

monads

Nintendo had a better replacement plan in place for DS dead/stuck pixel issues. Yea you had to give them a credit card but they immediately sent you a new unit and you got to keep the one you wanted and send the one you didn't back. My DS was perfect so I didn't have to use this plan, but Sony's take on their customer issues/concerns is totally garbage. I mean peeps sending their units in for repair and still getting back a few dead pixels?

reyd8

Damn me for livin so far away from texas. Not like i wanna live in texas anyways. Please let me know how your unit is. I have my fingers crossed for ya. Come on perfect unit. I just dont understand why so many people have bubbles i the screen. How long has mankind been making plastic? Just strange that the most advanced hand held device on the market is plauged by air bubbles. From what i read about the status of my repair on sonys site, I think they are ju8st sending my unit back. it says we have sent your unit back to you. "The product that you have inquired about was shipped back to you on Tuesday". has anyone else looked at the statues of thier return at the sony side, and if so did it say this also? I better not get the same unit back. I spen 23 bucks in shipping and waited a good 2 weeks. I'm not in the habbit of givin $ away. I only make 14,000 a year, like i can really afford all these extra expenditures, not to mention the unit it's self. sony make me sad.

chickenz

Profit, great point. THEY SHOULD place page 13 on the outside of the box if they want to keep this same attitude about the screen quality problems. Then we'll see how many psps they sell. Not exactly kosher to the average comsumer to have that info only AFTER you have bought and opened it up.

WolverinePSP

Insurance is a must in my opinion. If it gets lost, it's your lost. In reference to refurb...yeah, don't send me a refurb unit. I believe the refurbs that they are sending to us are ones that were sent back to them in the first place. Shizit! That's not good service! Very poor. Fix my indention on my screen please! Very dissatisfied with my return unit being a refurb. I paid for a new one and get a refurb back. : (

D0NK3YK0NG

don't get too excited just yet. teh PSP i bought from toys r us was an PSP1001 and i have a dead pixel in the top right corner of my screen. it changes colors depending on which angle you're looking at it from a sony rep informed me over the phone that 1-3 dead pixels is just how sony does business =/

Rome0

Worst part is, all these Sony reps do have different stories when you actually ask about their policy, or the PSP exchanged being refurb or brand new, leaving the custorms in doubt until we actually get it back. Personally i really dont care if the PSP is refurb or not, I just want a Clean screen with no defects on it.