Can I get English-language service for my Japanese PS4?
November 7, 2015 4:57 PM Subscribe
So: my 2-month-old PS4 has broken down, with error CE-34878-0 across all applications. Sony US normally replaces machines that have this issue. My problem: I have a Japanese PS4, and Sony US refuses to service it. Sony Japan could probably help, but I don't speak Japanese (and I live in the US). What can I do?
What happened: after installing a new game from the PSN store, I began to get frequent errors with code CE-34878-0 across all games and applications. Even Netflix is unusable; the error turns up before I can even sign into my Netflix account.
What I've done so far:
* Talked to Sony US support reps, who get as far as setting up a return-and-replacement before they learn that I don't have a US model, and then refuse to help (understandably I guess).
* Tried almost all of the trouble-shooting and self-help suggestions online, including all of those from Sony: "initializing" the PS4; reinstalling the system software; making sure all software is up-to-date; rebuilding the database; several combinations of the above. Nothing helps at all.
I feel like an idiot. I don't even remember why I bought the Japanese model -- it might have been $10 cheaper on Amazon or something. But now I'm in a spot where what should just be a minor inconvenience is in effect costing me almost $400.
The Japanese Playstation support website is entirely in Japanese, unsurprisingly. I see no English language options, and I doubt that their operators will be able to provide service in English (though I'd love to be wrong about that!).
What I need: some way to get the problem handled by Japanese Playstation support, even though I don't speak Japanese.
Alternatively: any way to get the problem handled, at all. I'm at a loss here. Given the high cost of replacing the machine, I can afford to spend a little to get it fixed.
What happened: after installing a new game from the PSN store, I began to get frequent errors with code CE-34878-0 across all games and applications. Even Netflix is unusable; the error turns up before I can even sign into my Netflix account.
What I've done so far:
* Talked to Sony US support reps, who get as far as setting up a return-and-replacement before they learn that I don't have a US model, and then refuse to help (understandably I guess).
* Tried almost all of the trouble-shooting and self-help suggestions online, including all of those from Sony: "initializing" the PS4; reinstalling the system software; making sure all software is up-to-date; rebuilding the database; several combinations of the above. Nothing helps at all.
I feel like an idiot. I don't even remember why I bought the Japanese model -- it might have been $10 cheaper on Amazon or something. But now I'm in a spot where what should just be a minor inconvenience is in effect costing me almost $400.
The Japanese Playstation support website is entirely in Japanese, unsurprisingly. I see no English language options, and I doubt that their operators will be able to provide service in English (though I'd love to be wrong about that!).
What I need: some way to get the problem handled by Japanese Playstation support, even though I don't speak Japanese.
Alternatively: any way to get the problem handled, at all. I'm at a loss here. Given the high cost of replacing the machine, I can afford to spend a little to get it fixed.
Best answer: The Japanese PS4 Support Website has an English Language Inquiry Form. Hopefully that helps.
posted by Caravantea at 5:38 PM on November 7, 2015 [2 favorites]
posted by Caravantea at 5:38 PM on November 7, 2015 [2 favorites]
Response by poster: Thank you, I couldn't find that. I have sent a support inquiry and I will follow up when I hear back. Hopefully this will solve my problem!
posted by grobstein at 5:53 PM on November 7, 2015
posted by grobstein at 5:53 PM on November 7, 2015
Response by poster: Update: Sony Japan denied warranty coverage because the system was sold outside of Japan. They also apparently will not accept or ship international packages(??). So their offer was that I could pay for a repair, and arrange for a friend in Japan to handle intra-Japan shipping and then ship to me.
I don't know if they were representing their policies accurately, but I decided it wasn't worth pursuing.
Fortunately, I was able to get almost a full refund from the Amazon seller. (I suspect I could have gotten a good resolution by pursuing it through Amazon, as well.)
posted by grobstein at 7:59 AM on November 12, 2015 [1 favorite]
I don't know if they were representing their policies accurately, but I decided it wasn't worth pursuing.
Fortunately, I was able to get almost a full refund from the Amazon seller. (I suspect I could have gotten a good resolution by pursuing it through Amazon, as well.)
posted by grobstein at 7:59 AM on November 12, 2015 [1 favorite]
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posted by grobstein at 5:15 PM on November 7, 2015