"But...but...it should be be in the computer!"

[CrazedClerkthe2nd]

Had a guy come in last week with a broken PSP wanting to know if he can get a replacement.

This may be possible in either one of two circumstances:

1) You have an extended warranty with us .
2) You've had the device under a year and are still covered by the Sony warranty.

But this situation is not so clear cut, first he tells me the following:

"I was told this thing has a 1 year warranty through Sony and I can bring it to any of your stores and you can scan the serial number and give me a new one."

Um...no. That's kind of a blend of both warranties. If you want to use the 1 year Sony warranty, you have to, you know, call Sony
Now if you did have a warranty with us, we can scan the serial number to verify this.

Simple enough, but there's one critical problem:

The serial number sticker on the system is GONE

So that presents a real significant problem. Now, it's lesser known there's actually a second serial number on the device, underneath the battery, HOWEVER this number is not an exact duplicate of the original serial number and thus we can't just use it as a straight up substitute.

So the exchange went like this:

Me: Unfortunately the serial number sticker is missing from this unit, I don't think I'll be able to retrieve it.
SC: WHAT?? I was told the computer keeps a record of all the warranties!
Me: Well it does but we need a serial number to scan to verify the warranty was purchased and based on what you told me, I'm thinking you may not have a warranty with us.
SC: Look up John Smith in your computer, it should all be there.
Me: My computer doesn't allow me to look up names sir, we don't ask for your name or phone number for purchases, only trades and returns.
SC: Look I was told this thing has a 1 year Sony warranty and I can just bring it back here and you can scan it and give me a new one!
Me: It doesn't work like that. If you have a warranty with our store, we can scan it and give you a new one. If you want to use the Sony warranty you have to call them.
SC: Well that's what I was told! You people must have lied to me!
Me: Is it possible you aren't remembering correctly?
SC: NO. I remember every word he told me. (suuuuure you do)
Me: Regardless, as I said the only way I have to check if you have a warranty with us is to scan the serial number.
SC: So scan it already!
Me: There IS no serial number on this unit. See? *points to blank area where serial number sticker would normally be* without that I don't think we can do much.
SC: This is ridiculous, I paid $200 for this thing and now you can't do anything for me? What kind of sham operation are you running here?!
Me: Let me see if there's any way to retrieve the number...

At this point I pull two other PSPs and look underneath the batteries, comparing the serials there to the ones on the stickers. I then attempt to to figure out the serial number of the guy's unit based on that, but to no avail.

Then as a last resort I call Sony, thinking perhaps if I give them the serial under the battery, they can provide me the full number (already knowing full well this is likely not possible). Sony says no dice, unless he's called in about the system before and they have a log of the number (he hasn't). They rely on the customer for information, so unless he still has his receipt, which I am reasonably sure he doesn't, he's SOL.

Mind you I didn't have to do ANY of this, I could have just told him I can't do a darned thing without the serial and told him to hit the bricks, but I decided to do a little more. Do you think I got any thank you for that?

I explain the situation to the SC.

SC: What the hell? So there's nothing that can be done, that's complete bullshit, why isn't it in your system, it should be right there under my name.
Me: I already told you sir, our system doesn't track records like that.
SC: Well it damned well should! This is terribly inconvenient! I can't believe you treat your customers this way.
Me: I'm sorry sir, your only option at this point is to call Sony, but they may well not be able to do anything without the serial number.
SC: Oh I'm going to call Sony and raise HELL!
Me: ( Ok, you go right ahead and do that) That's your choice sir.
SC: *as he grabs his PSP back* I can't believe I've been treated this way, this whole company sucks! *to lady in line at other register* Don't buy a PSP from <our store>, they lie to you about the warranty and then screw you over!
*stomps off*

[aurelemsrealm]

You'd think people would have sense enough to keep receipts for major purchases like that. I have a special folders in my filing cabinet for the receipts and other documentation on my electronics.

[LillFilly]

Do you think he removed the sticker himself, or you think it was off when he bought it? COULD he have been scammed? Maybe it was a refurbished/used model sold as new?

[Utter_iMADNESS]

You'd think people would have sense enough to keep receipts for major purchases like that. I have a special folders in my filing cabinet for the receipts and other documentation on my electronics.

I've done that for the last 4 years. I've saved every single receipt that I got including anything from pizza slices to computers. It's useful for insurance and it's interesting to look at what I've bought over the years and how the prices have changed.

[DGoddessChardonnay]

Suuuuuuuure he bought it . . . with his five-finger discount.

[CrazedClerkthe2nd]

Do you think he removed the sticker himself, or you think it was off when he bought it? COULD he have been scammed? Maybe it was a refurbished/used model sold as new?

We do not sell units without serials (we don't accept them for trade at all) so it definitely had one when purchased.

[EricKei]

Suuuuuuuure he bought it . . . with his five-finger discount.

This. If it was a sticker I can mayyyybe see that coming off, tho that would indicate an unusual amount of wear and tear (especially for a systmem under a year old), thus very likely invalidating the warranty anyway. If something has the number engraved (as many are) and THAT number is missing, it's pretty much a guarantee that it was never actually paid for >_>

[Chromatix]

Looking at my DS (yes, I know, not the same as a PSP), the serial number sticker is very large and clear, very well attached, and in a recess to avoid being accidentally scraped off. And it's more than a year old.

[greensinestro]

You'd think people would have sense enough to keep receipts for major purchases like that. I have a special folders in my filing cabinet for the receipts and other documentation on my electronics.

I keep those in my strong box. I bought an XBOX 360 three years ago at Circuit City and still have the receipt. Not that it matters any more, right?

[HawaiianShirts]

Before he alluded to having actually purchased the PSP from CrazedClerkthe2nd's store, I thought he'd purchased it somewhere else, like from a friend or an unscrupulous pawn shop or eBay or a local classified ad or something. If that was the case, it was probably stolen by whoever sold it to him, and that person would have given him the BS about the warranty.

I enjoy reading stories like this one where the customer has a mostly realistic idea of how the store could work and decides that must be how the store actually does work. When they are told that the store operates differently than they thought it should, they flip.

You'd think people would have sense enough to keep receipts for major purchases like that. I have a special folders in my filing cabinet for the receipts and other documentation on my electronics.

I scan all mine into my computer, sort them, and back them up on my external hard drive as well as two online backup servers. Yeah, I might be paranoid about losing my data, but with my personal photos and writings, I want to be sure it doesn't go anywhere. I do the same thing with owner's manuals.

I'll bet the SC doesn't back up any of the data from his computer. Ever. And I'll bet he "raises hell" with Microsoft and/or the computer manufacturer if his hard drive ever dies. "But you should keep emergency backups of all your customers' information! It should be in your computers! This is ridiculous that you didn't invade my private computer and copy all of my documents and pictures for me!"