X360 vs PS3: Which offers better support in India?

How many Xbox 360 vs PlayStation 3 articles/predictions/analyses/rants do we come across on the internet on a weekly basis? More than even the most ardent console fanboy would care for. But we’re going to look past the online functionalities, the high-profile exclusives, and the sales figures and focus on another aspect of these consoles that greatly affects a potential buyer’s purchase decision – after sales support. Of course, we’ll be looking at it from a uniquely Indian perspective as the policies for both consoles differ to some extent from what they offer in other markets. [singlepic id=837 float=center] We’re going to use six parameters to compare in detail the after sales service and support offered by both Sony and Microsoft in India. This article should give anyone looking to buy an Xbox 360 or PS3 in India a clear picture of where both consoles stand in terms of customer support. It’s important to mention however, that unless specified in this article, all warranty and service policies explained here pertain to consoles purchased officially from India that have not been modified or tampered with. So let’s get to it then. Here are the six parameters we’ll be using to compare the two consoles: 1. Warranty policies 2. Turnaround time 3. Quality of replacement console 4. Ease of replacement process 5. Post-warranty support 6. Support for out-of-region consoles Next Page: Warranty policies WARRANTY POLICIES Xbox 360 Microsoft provides a comprehensive 1 year replacement warranty on all Xbox 360 consoles. In case of any hardware failures, the company provides the customer with a refurbished console as replacement. An additional two years of warranty covers the rampant RROD (Red Ring of Death) and recently discovered E74 hardware failures, meaning the console is covered under warranty for 3 years for these two issues. However, Microsoft India has also unofficially extended this warranty to cover other hardware issues, meaning that, in effect, the Xbox 360 is covered under warranty for 3 years. PlayStation 3 Sony provides a comprehensive 1 year replacement warranty for the PS3, which covers all hardware failures. In case of a hardware failure, the customer will be given a brand new console as replacement. In case the customer’s PS3 model is unavailable or phased out, the replacement will be of the model present in the market at the time. [singlepic id=846 float=center] Verdict A three-year warranty trumps a one-year warranty any day. Those who purchased their Xbox 360s at launch in 2006 still enjoy warranty support from Microsoft, while PS3 early adopters are already out of warranty and left to fend for themselves. Winner - Xbox 360 Next page: Turnaround time TURNAROUND TIME Xbox 360 Microsoft’s promise: To replace any under-warranty console within 48 hours in major cities, and a couple of extra days for smaller towns. In the US, the turnaround time is promised to be up to two weeks. The reality: Most customers agree that Microsoft has lived up to its promise of providing replacements on time, sometimes even within 24 hours of registering a complaint. While, for some, the process may have gone beyond the stipulated 48-hour period, these are minority cases, and for most part, replacements have been timely. This is all the more remarkable considering bigger markets like the US don’t get replacements this fast. Good job, MS. PlayStation 3 Sony’s promise: To replace any under-warranty console within 7-10 working days in major cities, and a maximum of two weeks for smaller towns. The reality: We are yet to hear of an instance where Sony has lived up to this promise. In most cases, the replacement console arrives 3 weeks to a month after the complaint is registered. [singlepic id=840 float=center] Verdict This is perhaps the biggest complaint with regards to Sony’s after sales support for the PS3. One month to replace an under-warranty product is absolutely unacceptable. On the other hand, Microsoft has only improved on the service side, managing to trim down turnaround time for 10 working days initially, to just 48 hours now. Winner – Xbox 360 Next page: Quality of replacement console QUALITY OF REPLACEMENT CONSOLE Xbox 360 Under-warranty consoles that develop hardware issues are replaced by Microsoft with a refurbished console, not a new one. Only the console is replaced and the customer retains all cables, peripherals, and storage devices that came with the console at the time of purchase. This means the customer retains all profiles, game saves, and downloaded content. However, the quality of the replaced consoles is at times questionable as many customers have had to replace their consoles multiple times. In some cases, the customer is given a slightly damaged console as replacement, or at times even given the wrong SKU (example: Core console given as replacement for Pro console). These are, however, isolated incidents and are rectified when brought to the attention of customer service executives. PlayStation 3 Sony replaces faulty under-warranty consoles with brand new consoles. The entire package is replaced, including cables, controller(s), manuals, and even the box. Essentially, the replacement is an off-the-shelf retail pack. While this means the customer gets a brand new console, the downside to this is that if you didn’t take a backup of the content on your old PS3’s hard drive, it will be lost, since you can’t retain the hard drive from the original console. The replacement console will be of the SKU/model that is available in the market at the time of replacement. Since Sony frequently introduces new PS3 models, chances are the SKU you get as replacement may be different from the one you originally purchased. [singlepic id=838 float=center] Verdict It’s certainly a good feeling to have your faulty console replaced with a brand new one, and often a newer, better model at no extra cost. In this regard, the PS3 offers a more satisfying experience. Just remember to back up your hard drive data regularly. Winner – PlayStation 3 Next page: Ease of replacement process EASE OF REPLACEMENT PROCESS Xbox 360 Getting an Xbox 360 replaced is completely hassle-free. As long as you have your console registered with the company (which you should ideally do the day you purchase it), there’s nothing you need to do to have your faulty console replaced besides calling customer support. Microsoft will send someone to pick up the malfunctioning console, and they will have the replacement console delivered to your doorstep as well. And all of this within the time period specified above. On the rare occasion that Microsoft fails to send you a replacement within the promised time, you will receive a call from a customer service executive giving you an update on the status of your replacement. There’s nothing more you can really ask for. PlayStation 3 Getting your under-warranty PS3 replaced can be a bit of a nightmare. Not only can you not lodge a replacement request over the phone, but you will have to send your faulty PS3 and pick up the replacement console yourself; there is no pick-up and drop facility. You can’t give the console for replacement at the retailer you purchased it from, and you will have to take it to the Sony service centre yourself. We’ve also heard of many instances where customers have been kept in the dark about the status of their replacements once handed over to the service centre, and even repeated phone calls do not yield a satisfactory response. To make matters worse, the customer service executives, who probably also handle many of Sony’s other products, seem fairly clueless when it comes to the PS3 and they often aren’t aware of the company’s warranty policy for the console. All of this only delays the replacement process. [singlepic id=845 float=center] Verdict The procedure of sending a faulty console to the company and getting a replacement can be a very frustrating experience for a PS3 owner, owing to incompetent customer service executives, delays, and the lack of a pick-up and drop facility. On the other hand, getting an Xbox 360 replaced couldn’t be easier. Microsoft’s console again shows the way, while this is just another area of PS3 after-sales service that needs serious improvement. Winner – Xbox 360 Next page: Post-warranty support POST-WARRANTY SUPPORT Xbox 360 All Xbox 360s purchased in India since launch are still covered under the 3-year warranty. However, for those who purchased the console at launch, that warranty runs out in October 2009, and Microsoft India is aware of this. When contacted on the issue of post-warranty support, they said that they are looking at a few options for post-warranty support and will finalise and announce their policy at a later date. As of now, there is no servicing done in India so out of warranty consoles are shipped to Microsoft service centres outside India for repair at the owners’ expense. Shipping and repair charges together make this a costly proposition. PlayStation 3 Launched in 2007 with a 1-year warranty, many PS3s purchased in the launch year are now without warranty. Sony does not offer a paid extended warranty option in India. Since there is no service facility for the PS3 here either, if an out of warranty PS3 purchased from India or other PAL territories malfunctions, Sony gives the owner the option to exchange the faulty PS3 for a new one for 50 per cent of the retail price. [singlepic id=842 float=center] Verdict Post-warranty support for both consoles is a little difficult to evaluate. On one hand, all Xbox 360s are still under warranty, so there is still no need for post-warranty support. Sony’s post-warranty support comes in the form of a new console for half-price. While some would rather have their console repaired, others would rather get a new PS3 for half price. The Xbox 360 edges this one; only slightly though. Hopefully Microsoft will live up to their promise of having post-warranty support in place when the time comes. Winner – Xbox 360 Next page: Support for out-of-region consoles SUPPORT FOR OUT-OF-REIVGON CONSOLES Xbox 360 Microsoft India doesn’t provide warranty support for Xbox 360s purchased outside India, regardless of whether they’re PAL or NTSC consoles. But as mentioned above, they will help facilitate the repair of the console by a Microsoft service centre outside India. However, the costs involved in this process are high enough to make you consider buying a new Xbox 360 instead. PlayStation 3 Like Microsoft, Sony too doesn’t provide warranty support for PS3s purchased outside India, whether PAL or NTSC. Post-warranty however, they do extend the offer to buy a new console at half price to PS3s purchased from PAL territories outside India. [singlepic id=844 float=center] Verdict Support for out-of-region consoles is pretty much non-existent on both sides of the fence, and understandably so. But the fact there is some support for PAL PS3s purchased outside India, and the fact that the Xbox 360 repair option is too expensive to seriously consider, we’ll give the PS3 a slight edge in this department. Winner – PlayStation 3 Next page: Overall winner & areas for improvement OVERALL WINNER: While you can argue all day about which the better console is, when it comes to customer support in India, Xbox 360 vs PlayStation 3 is a no contest. With a 3-year warranty, quick turnaround time, and hassle-free replacements, the Xbox 360 sets the standard for after sales support for consoles in India, and even manages better turnaround times than bigger Western markets. Support for the PlayStation 3, on the other hand, is abysmal. Long turnaround times and clueless support executives make getting the console replaced a harrowing experience. So if you’re equally drawn to the features and software offerings of both consoles and feel that after-sales support is important to you, the Xbox 360 is the clear winner here. XBOX 360 BEATS PLAYSTATION 3 (4 -2) [singlepic id=843 float=center] WHERE THEY NEED TO IMPROVE Taking the above service and support situation for both consoles into consideration, here’s where we think both Sony and Microsoft need to up their game. Xbox 360 Replacement consoles – Giving refurbished consoles as replacement is a global company policy, so that’s probably not going to change. But Microsoft India should consider replacing failure-prone Core and Pro consoles with the new, more reliable Arcade consoles. This would greatly reduce the number of consoles they get for replacement, so everyone’s happy. Post-warranty support – The fact that Microsoft India is looking at some sort of post-warranty support is a positive sign. But whether or not they deliver on it we’ll know only in October, once the first batch of Xbox 360s runs out of warranty. A paid extended warranty would be great. PlayStation 3 Turnaround time – Taking a month to replace a PS3 is ridiculous, especially when the company is promising replacements within 7-10 days. Turnaround time needs to come down drastically. Quality of customer support – Customer support executives are clueless about the PS3, and they’re often unable to provide the customer an accurate status for his query. The entire replacement process has to be simpler and streamlined. Post-warranty support – A paid extended warranty option should be explored, because not everyone can justify paying Rs 12,500 for a PS3 just a year after paying Rs 25,000 for one. Join the discussion at the IndianVideoGamer Community forums

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