| Q: |
What is the issue with the PlayStation®2 Computer Entertainment Systems AC Adaptor?
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| A: |
Sony Computer Entertainment
America has received reports that certain AC adaptors included with some slim
version PlayStation®2
computer entertainment systems have overheated.
Not all PlayStation®2 systems are affected.
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| Q: |
What are the safety
concerns/risks? / What is the cause of this problem?
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| A: |
In the
incidents reported, AC adaptors generated unexpected amounts of heat, and
sometimes emitted smoke or odors, or melted their plastic housing. Such situations may pose burn or fire
hazards, or possibly a risk of electrical shock.
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| Q: |
Does this issue affect all
consumers with a PlayStation®2 console?
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| A: |
No, only those consumers with PlayStation®2 console models # SCPH 70012
and SCPH 70011 may possibly be affected by the recall.
These are the new slim-line PlayStation®2 consoles that were shipped last fall.
Please note that the affected AC adaptors were not packaged with all slim
line PlayStation®2 consoles. Just the PlayStation®2 consoles packaged with
AC adaptors with certain AC adaptor date
codes (2004.08, 2004.09, 2004.10, 2004.11, and 2004.12) Click here
to find out how you can determine which model PlayStation® you have.
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| Q: |
What does Sony Computer
Entertainment America plan to do?
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| A: |
Sony Computer Entertainment America is
cooperating with the U.S. Consumer Product Safety Commission and Canadian
authorities to voluntarily recall the affected AC adaptors and provide
consumers with replacement AC adaptors.
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| Q: |
Are there other regions/countries
affected beyond North America
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| A: |
Yes, the recalled AC adaptors were shipped with PlayStation®2 console consumer units
in other markets, including Japan
and several European nations. The
affiliated Sony Computer Entertainment divisions in these respective regions
and markets are conducting similar product recall and replacement
programs. All AC adaptor replacements
will be handled free of charge.
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| Q: |
How do I identify if I
have one of the affected AC adaptors?
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| A: |
Sony Computer Entertainment America is only recalling certain AC Adaptors.
The AC adaptors were sold with the slim version PlayStation®2 consoles with
model number SCPH-70011 or SCPH-70012. The PlayStation®2 model number is
located on a label at the base of the slim console.
In order to determine if you have one of the affected AC Adaptors, you
will need to inspect the printed label on the back of the back of the adaptor.
Please inspect your AC Adaptor by first carefully unplugging it from the wall
outlet and allowing it to cool before handling. If the AC Adaptor is subject
to this recall based on the label and date code information described below,
you should stop using it immediately and contact SCEA for a free replacement
Adaptor. The recalled AC adaptors have a label on the back of the adaptor
with date codes appearing in a white box to the right of “HP-AT048H03,”
as follows: “2004.08,” 2004.09,” “2004.10,” “2004.11,” or “2004.12.”
Also, just below the date code box is a serial number beginning with “F3“
followed by a series of digits. Click here to view.
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| Q: |
When were the PlayStation®2 consoles with the
affected AC adaptors shipped to customers?
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| A: |
The
affected AC adaptor was one of three AC adaptor models sold with the new
slim-line PlayStation®2
models shipped to market in the fall of 2004. If
you purchased your slim-line PlayStation®2
console during or anytime after October 2004, you may have an affected AC
adaptor.
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| Q: |
Shouldn’t
my surge protector prevent any problems?
|
| A: |
No.
If you have one of the affected AC adaptors, we strongly urge you to
participate in this recall. A surge
protector is not a suitable substitute for a replacement AC adaptor.
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| Q: |
How is Sony Computer
Entertainment America notifying its customers?
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| A: |
Sony Computer Entertainment America
will work with authorities in the U.S. and Canada to notify
the public through press releases, and point-of-sale posters at retail
locations. In addition, Sony Computer
Entertainment America will contact its U.S. AND CANADIAN customers
for whom it has customer contact information directly via e-mail and/or direct
mail communication. It will also have
information regarding this issue on its PlayStation® website
(www.us.playstation.com).
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| Q: |
If Sony Computer
Entertainment America does not contact me, can I assume that I am not affected by the recall?
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| A: |
No.
Sony Computer Entertainment America can only attempt to contact the
registered customers currently in its systems.
Even if you are not contacted, you may nevertheless be using one of the
affected AC adaptors.
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| Q: |
How do I get the AC
adaptor replaced or get more information about the recall?
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| A: |
Consumers can contact Sony Computer
Entertainment America in two ways, through its toll-free customer service
number (1-888-780-7690) between 6 a.m. and
8 p.m. PT Monday through Saturday, and between 7 a.m. and 6:30 p.m. PT Sunday
and/or its official PlayStation® website (www.us.playstation.com). If you are a child, please ask your parent or
guardian to help you. Once it has been
determined that a consumer possesses a recalled AC adaptor, the company will
send a free replacement AC adaptor in a reusable shipping carton. The consumer will be instructed to place the
recalled AC adaptor in the shipping carton (but not the AC power cord that
accompanied the original AC Adaptor) and send it
back to Sony Computer Entertainment America using a prepaid shipping label
provided and paid for by the company.
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| Q: |
Will I have to pay for the
replacement adaptor and shipping charges?
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| A: |
No, Sony Computer Entertainment America
is providing the replacement AC adaptor at no charge and will provide a prepaid
shipping label and box for consumers to return the affected AC adaptor.
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| Q: |
How long will the process
take?
|
| A: |
From the time you submit your
qualifying information to SCEA, your replacement will take an estimated 2-4
weeks (not including shipping and handling time).
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| Q: |
How can I check the status
of my free replacement order?
|
| A: |
To check the status of an order, you
can visit us on the web at www.us.playstation.com and select the link
“PlayStation 2 AC Adaptor Replacement Program” and choose the option “Check
Status”. You can also call us at
1-888-780-7690 between 6
a.m. and 8
p.m. PT Monday through
Saturday, and between 7
a.m. and 6:30
p.m. PT Sunday and choose
the status check option from the menu.
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| Q: |
Will Sony Computer
Entertainment America compensate me for the time I cannot use my console?
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| A: |
We apologize for your inconvenience.
SCEA will work to provide your replacement AC Adaptor in the most efficient
timeframe possible. From the time you submit your information to SCEA, the
process will take an estimated 2-4 weeks (not including shipping and handling
time).
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| Q: |
What should I do while I
am awaiting a replacement adaptor? Should I keep the recalled adaptor or
discard it? Do I need to keep the power
cord?
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| A: |
If you have one of the affected AC
adaptors, you should stop using it immediately and unplug the adaptor. After the AC adaptor is unplugged, make sure
you allow the AC adaptor to cool before handling. When you receive the replacement adaptor, you
will be asked to return the recalled AC adaptor in the reusable shipping carton
with a prepaid shipping label that will be provided. IMPORTANT:
You will also need to keep the original separate AC power cord to use
with the replacement adaptor. Please do
not use your PlayStation®2 while you await a replacement AC Adaptor.
We apologize for any inconvenience this may cause you.
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| Q: |
Can I replace my AC adaptor at a local
retail outlet?
|
| A: |
No, in order to ensure that consumers receive the
appropriate replacement AC adaptor, the recall is being handled only through
Sony Computer Entertainment America and you must call the toll free number or
visit the website (www.us.playstation.com). Please do not go to a
retailer for a replacement AC Adaptor as they are not authorized to provide
replacement Adaptors and will not have any Adaptors available for replacement.
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| Q: |
Can I return my PlayStation®2 console for a full refund or product exchange?
|
| A: |
No, the recall and replacement program
will only provide customers with replacement AC adaptors. It is not necessary to return
the entire PlayStation®2 system, and there are no refunds or exchanges being offered.
Only certain AC Adaptors are being recalled
and replaced. Outside of this recall
program, the replacement or repair of your PlayStation®2 console for any other reason continues
to be subject to the terms and
conditions of the warranty.
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| Q: |
I am using a different
adaptor with my PlayStation®2 console.
Is there a risk or safety hazard?
Would the recall cover this situation?
|
| A: |
This recall program only covers the
adaptors stated above. The manual for
your PlayStation®2 console specifically states that you should
only use the supplied AC adaptor and power cord. Sony Computer Entertainment America
cannot assume responsibility for use of unauthorized accessories.
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| Q: |
If I have a recalled AC
adaptor and choose not to exchange it, do I void my warranty?
|
| A: |
No, we
strongly urge all customers to participate in this recall; however, your rights
under the warranty remain the same.
|
| Q: |
What type of replacement
adaptor will I receive? Will it be new
or refurbished?
|
| A: |
The replacement
adaptors that we are providing will either be new or refurbished, and may or
may not be from the same manufacturer that produced the recalled adaptor.
However, even if from the same
manufacturer, the replacement adaptors will have date codes beginning in 2005
and will therefore not be affected by this recall.
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| Q: |
I just purchased a new PlayStation®2 system. Is it possible that it will have a
recalled AC Adaptor?
|
| A: |
We do not believe that there are any new or unsold
PlayStation®2 systems that contain the affected AC Adaptors. However, if you are concerned, you should
check your AC adaptor as instructed on our website (www.us.playstation.com)
to determine if a replacement will be required.
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| Q: |
I don’t have an AC Adaptor
that is subject to the recall, but I want a replacement anyway just to be
safe.
|
| A: |
We are not
offering replacements for any other AC adaptors used with the PlayStation®2
models involved in this recall, and such replacements are entirely
unnecessary.
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| Q: |
I did not get an email or a
letter regarding the replacement AC Adaptor. Why?
|
| A: |
You may not be registered in our
database. Sony Computer Entertainment America will provide email or direct mail
notification to registered PlayStation®2 owners to the address
currently in our systems. If you would like to register your PlayStation®2 to
receive future communications or update your address
information if you have previously registered, please visit www.us.playstation.com.
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| Q: |
What will Sony Computer
Entertainment America do with my contact information?
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| A: |
The contact information you provide will be used for
purposes of conducting the recall program or in order to contact you in the
event of other safety related issues. This information will not be used
for marketing purposes. However, if you register your console or provide
contact information in other contexts, such as the Underground registration
card that will accompany replacement AC Adaptors, that information may be used
as described in those contexts.
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| Q: |
Why is Sony Computer
Entertainment America requesting the return of the recalled AC Adaptors?
|
| A: |
To ensure that the affected adaptors are no longer used and
to properly dispose of them.
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