Xavier (12/9/2018, 7:09:22 PM): Hello, My name is Xavier how may I assist you today?
Me (12/9/2018, 7:09:33 PM): Hi
Me (12/9/2018, 7:10:00 PM): I contacted you guys earlier and got a suggestion to rebuild my database. I tried, and my PS4 still crashes. I was unable to sign up for chat using my real information
Xavier (12/9/2018, 7:10:04 PM): Hello!
Me (12/9/2018, 7:10:14 PM): so I used random name email and login
Me (12/9/2018, 7:10:30 PM): My name is Dennis Li, email: djli1996@gmail.com, username: silverx75.
Xavier (12/9/2018, 7:10:33 PM): No worries, I would be more than happy to help you get the console to stop crashing!
Xavier (12/9/2018, 7:10:41 PM): Do you mind telling me your first name and last name as well as phone number? Also please tell me if the information you entered in the pre chat form is correct.
Me (12/9/2018, 7:10:45 PM): The agent before told me this was my case number 30595197
Me (12/9/2018, 7:11:04 PM): My name is Dennis Li. My phone is 503-999-6251.
Xavier (12/9/2018, 7:11:12 PM): Do you mind also telling me your online ID and email for the account?
Me (12/9/2018, 7:11:17 PM): I can paste the transcript if you want
Me (12/9/2018, 7:11:26 PM): Online ID: silverx75. Email: djli1996@gmail.com
Me (12/9/2018, 7:12:16 PM): If you want the debugging steps again, I have re-initialized my PS4 multiple times, and rebuilt my database, done clean installs of my games, and didn't even restore my data.
Me (12/9/2018, 7:12:40 PM): Spider-Man crashed 9 minutes and 25 seconds after loading in.
Me (12/9/2018, 7:12:56 PM):  Can I please get a replacement PS4.
Me (12/9/2018, 7:13:10 PM): I can take a hammer to my existing one if you want since it's useless.
Xavier (12/9/2018, 7:13:21 PM): Okay it seems you have exhausted all troubleshooting steps. We are going to have to set up your console for service.
Me (12/9/2018, 7:13:29 PM): I've already sent it in for service
Me (12/9/2018, 7:13:32 PM): and nothing has changed
Xavier (12/9/2018, 7:13:44 PM): Oh so you have sent it in for service and it it still freezing like this?
Me (12/9/2018, 7:13:47 PM): Here's my old service number W-29722678
Me (12/9/2018, 7:14:18 PM): Yes. I sent it in a while ago, got it back, had it crash, and then got tired of dealing with it. Now I actually want to play Spider-Man again and I just can't
Me (12/9/2018, 7:14:47 PM): By a while ago, I mean like 2-3 weeks ago.
Xavier (12/9/2018, 7:15:08 PM): Okay one moment please.
Xavier (12/9/2018, 7:15:37 PM): Do you mind telling me your phone number?
Me (12/9/2018, 7:15:47 PM): 503-999-6251
Me (12/9/2018, 7:15:53 PM): 1-503-999-6251
Me (12/9/2018, 7:17:25 PM): Ping. I was told last time to chat every two minutes so that it doesn't autodisconnect.
Xavier (12/9/2018, 7:18:12 PM): Okay no worries, at this point we do have to service the console again since you have exhausted all troubleshooting steps. Since this was about 2 weeks ago this was done it should be serviced for free.
Xavier (12/9/2018, 7:18:21 PM): Do you mind telling me your serial number and model number for the console?
Me (12/9/2018, 7:18:53 PM): PS4 Pro, Spider-Man Edition. Serial Number is MF457024208
Me (12/9/2018, 7:19:40 PM): So... can you please tell the technicians to actually try loading up a game and playing it for 30 minutes this time?
Me (12/9/2018, 7:19:53 PM): Because they obviously did not do that last time or they would have noticed nothing was fixed
Xavier (12/9/2018, 7:20:07 PM): Okay I will label put that into our notes.
Xavier (12/9/2018, 7:20:10 PM): One moment please!
Me (12/9/2018, 7:21:09 PM): And what do you expect me to do if this next service attempt doesn't fix my PS4 Pro?
Xavier (12/9/2018, 7:22:44 PM): It is rare that when the console is sent back it still freezes. The fact that this happened is highly unusual but since this is being sent back for service the chances of it coming back with issues again are highly unlikely. However if you still have the same issue with the console it will likely be replaced. Also when did you purchase the console?
Me (12/9/2018, 7:23:22 PM): I don't remember. Let me double check my Best Buy account because I shipped off my receipt with the last service request.
Me (12/9/2018, 7:23:42 PM): It was September 9, 2018
Xavier (12/9/2018, 7:23:48 PM): Okay no worries, what email would you like me to send the self service instructions to?
Me (12/9/2018, 7:23:52 PM): According to my account.
Me (12/9/2018, 7:23:55 PM): djli1996@gmail.com
Me (12/9/2018, 7:25:19 PM): Look, I'm really frustrated with this situation as it is. I've owned a PS3 slim and a PS4 slim and neither of them had these issues. I've lost weeks in turnaround time and now I'm expected to do it again when the console wasn't even fixed last time.
Me (12/9/2018, 7:26:02 PM): And how am I even supposed to sign for this if it gets back to me? I'm going on vacation this coming Saturday and will be out of town until next year.
Xavier (12/9/2018, 7:27:28 PM): I completely understand your frustration with this Chandler, especially since you have exhausted all troubleshooting steps on your end and are repeating this whole process again. As for the being out of town what you can do actually is wait until you are in the new location you are going to be at and then set up the service there.  This is a self service site so you can set it up whenever you are ready. Once you set it up we will look into the system and get this issue resolved as soon as possible.
Me (12/9/2018, 7:28:18 PM): Where is this self service site?
Me (12/9/2018, 7:28:23 PM): I still have not received an email.
Xavier (12/9/2018, 7:29:08 PM): Strange, I will send it again.
Xavier (12/9/2018, 7:29:32 PM): It has been sent.
Me (12/9/2018, 7:31:12 PM): I went through those steps last time and got a broken PS4 back.
Me (12/9/2018, 7:31:25 PM): Why should I believe that will fix my issue again?
Me (12/9/2018, 7:31:58 PM): I should be getting a replacement after the FIRST service fails to fix my PS4.
Me (12/9/2018, 7:32:19 PM): I will take a hammer and smash up my current one and send in a picture if that's what it takes to get a replacement sent to me.
Xavier (12/9/2018, 7:34:19 PM): I would highly advise against doing that as if you were to damage the system our service center will  be unable to repair it due to excessive damage. But all we can do is have the console sent in for service and either get it fixed or replaced. Again it is more than likely not going to have that issue anymore and this is rare for this to happen.
Xavier (12/9/2018, 7:34:56 PM): We sincerely apologize for the inconvenience when it comes to this issue, we will get this resolved for you as soon as you set it up for service.
Me (12/9/2018, 7:37:43 PM): Have a good night. I hope to not have to speak with support again.