on 24-08-2011 12:01 PM
I had a support ticket raised with the support helpdesk for about 10 days. They said on the original ticket that if they couldn't find a solution then the ticket would end up with head office. they called me yesterday and when reading the ticket update said it had gone to head office and the response from (in his own amazed words) the overall boss was that they were aware of the issue and working to fix it and would be in touch further with more info.
on 24-08-2011 12:05 PM
Just had another message left from Rich at Playstation Support saying it will be fixed in the next software update. Didn't say when that would be though.....
on 24-08-2011 12:15 PM
jiandrews - lol I just had a call from Rich (Manager at Playstation Support) too. Nice chap. He said he's sorry about the problem, and since my emails he has been chasing this up.
Head office have confirmed that it's a bug in firmware 3.70 and they're in the process of fixing it as we speak, although he's unsure as to when the new firmware will be released, but it will be more than likely 3.71 and it should be released pretty soon.
I'm happy with that. As long as it's in the process of being fixed, and they've acknowledged it, and have said sorry, then I respect that, and they can take as long as they need to make sure it works next time.
on 24-08-2011 12:21 PM
I agree.....just happy someone has acknowledged the issue. Don't mind waiting for the fix as long as it is coming. I guess the moral of the whole story is....get a case logged with support. The Support forums are useful for getting workarounds to help in the short term, but don't expect Sony to be aware of an issue and be working on a fix just because of lots of forum posts.
on 24-08-2011 12:27 PM
on 24-08-2011 01:53 PM
Well he did say he'd had a read here and could see how many people were having the issue. But yeah, I think if you're suspicious about bugs, you should raise a complaint via email to them. I did and I got told to ring them for support, so I replied and said no I wanted it raised further and I'm not ringing again.
I did ask about how often auto updates is supposed to come on - he said he's not sure...maybe 2 or 3 times a day......hmmmm lol
But yeah, I'm happy now. That's all it takes. It could be another 2 weeks and I'd still be patient, if they apologise and acknowledge a fault, I'll support them.
Just to update everyone so far the issue is currently being looked into, however at the moment it is not known how a resolution will be implemented- I will keep you posted when I have more information.
on 24-08-2011 05:38 PM
on 25-08-2011 08:12 AM
Hmmm....I just did the trick where you change the date/time, and then set the auto download time to now, and then I turned it off and it rebooted and began updating - which is what it has been doing - however that was over an hour ago and my router is still downloading something, so I dunno what the hell it's doing! I guess I'll see on the notification when it's finished.
I think I'm going to leave the time set to 4pm - 6pm since doing the trick and see if it comes on automatically again tomorrow. Doing the trick might be jump starting it, and if you leave the time how it is when doing the trick, it might just trick it into doing it the same time each day.
If you have anything background downloading it will clear the queue, that might explain why it's taking so long.
It only runs every other day here, same as before the update.
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