early adopter’s punishment fee

PS4 fan noise – pretty much solved.

Wednesday, December 24th, 2014 | Gadgets, Insights, Tech-savvy | 5 Comments

So Sony did not manage to solve the PS4 sounding like a hair dryer issue. I had to take it into my own hands and it became sort of like a personal crusade.

TL;DR

Break your warranty. Replace the thermal paste. Hate Sony.

Kill the noise – €10

01-foam My first idea was to simply buy some acoustic foam and kill the noise. As this foam works best with high frequencies I thought it might work. I put some foam in my TV stand, made sure enough air would be supplied and fired up the machine. It took maybe 20 minutes for the jet engine to set off. Even though the stand is permanently open in the back and has air vents on top it heated up and got noisier than ever. I took out piece by piece of the foam to no avail.

More air – €2

02-elevation Next thing I tried was elevating the thing, so that there is no heat buildup on the bottom of the case. Looks funky, but is completely useless yet cat approved.

More cooling – €30

03-heatsink Next thing I got was a giant heatsink. I figured putting it on top of the device might help to keep the overall heat at bay. Again, no notable results.

The last frontier – breaking the warranty and replacing thermal paste. – €20

04-thermal-paste Sony, I hated you so much already that I dared to open the box and break my warranty. You were not able to fix this multiple times, so I didn’t give a rat’s ass about the warranty anymore. I bought myself Arctic Silver 5 with some paste remover and surface polisher. I also got some new cooling pads. It turned out to be a good idea.

As you can see the thermal paste looks completely wasted. Not evenly spread, bubbles of locked-in air, dry. I am not a hardware pro but this looks pretty bad to me. Also, the cooling pads were rather small, also dry and put in place in a very inaccurate way. I fixed that as well.

Recap

After replacing the thermal paste and cooling pads the machine was running almost without any noticeable noise. It takes maybe 20 minutes for the fan to speed up to a level where I can hear it, but it is much more silent now. Tried to put the machine back into my TV stand, but that did not work, it still overheats in there. So now the PS4 is sitting below my TV stand, elevated with felt pads, cooled by a giant heatsink and its warranty broken for the final fix, good thermal paste.

I spent over €50 and quite some time to get to this point. Again, I cannot emphasis how disappointed I am with Sony and its customer care. Case closed.

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PS4 fan noise – the early adopter’s punishment fee?!

Monday, September 8th, 2014 | Gadgets, Reviews, Tech-savvy | 2 Comments

The is an ongoing blog post as the issue is still not solved. I will update it from time to time to reflect the current status.


noise_logo
I was lucky to get a Sony Playstation 4 quite early as a present. It was the PS4 Triple Pack with Killzone Shadow Fall, inFAMOUS Second Son and Knack bundled for almost €500. So basically a pretty expensive toy that should give you a nice home entertainment experience. Well, it did not work out as expected.

As soon as I fired the machine up and installed the first update and games I realized the machine was pretty effin’ loud. Well, I had set it up inside my media cabinet (that has its back open for sufficient air flow). Nevertheless, I feared the machine to get airborne at some point so I decided to just put it on the floor next to my TV, with no surrounding parts at all. It did not solve the problem, still the fans were blowing extremely noisily (that’s subjective, I know).

The first replacement – September 8th

Looking into this issue I found quite a few complaints about the PS4’s noise level. I read rumors of insufficient thermal heat-sink paste used by Sony and people opening their boxes to fix this. Well, this would void my warranty and seemed not a good idea. So I decided to contact the Sony support. It was pretty much no hassle at all, contacted Sony, had to fill out a form, send in the box and after like a fortnight the replacement unit arrived.

I was so happy I got my PS4 back, all fixed and silent. Hooked up the box, powered it up and installed Trine 2 demo for a test run. As soon as the game started the fans once again sounded like I was mining bitcoins with my machine. The game in question is three years old and should not even itch the PS4. I was so angry and disappointed I can hardly describe it. First, I got a machine that had the exact same problem as the old one and second, I especially asked not to have the same experience as that poor forum guy who said he got 8 (!!) replacement units before the noise was bearable. No one gave a rat’s ass about my nice mail, just opened a case and send a refurbished PS4 to my door with the same issues. Sony, as your customer I already felt treated pretty inappropriately at this point.

To have a little more objective point of view I measured the noise of my running PS3 (first generation as well) and compared it to my running PS4 using an app called Sound Meter. This may not be the most accurate method, but it seemed feasible and the result is conclusive. The PS3 was running at ~60dB and the PS4 at ~70dB – which is roughly twice as loud as the PS3. I measured these numbers approx 10cm behind the machines. 60dB can be compared to a normal conversation and 70dB to busy street noise or a telephone ringing.

I complained again and got the same standard email asking for my name and such (heeeellllooo, you should already have that intel). The only thing new was a threatening sentence that I would be charged €196 in case my warranty was void. Weird. Irritating. A very bad customer’s experience. I am happy there are still no games out I really want to play so sending in the device again is just a pain, not a disaster.

The second replacement – September 30th

Today the second replacement arrived. It still has the faulty behavior. I am sooo disappointed with the PS4 and Sony in general. Fuck, I don’t know what to do any more. Right now I feel exhausted and let down, I just don’t want to keep on sending in devices. Seems I just have to live with this and tell all my friends to go Xbox.

As a customer I think this is absolutely unacceptable. Imagine buying a car with a faulty engine, you complain and get another car with the same problem. You complain again and yet get another faulty car. With the same error. Unthinkable. Case closed, but not solved. It’s absolutely sickening.

I give up – October 7th

I can’t stand to have this noisy device that always reminds me of my miserable Sony customer experience. I will try to exchange it and get a refund. There are no games yet that I want to play right now anyway. Maybe I will go SteamBox as soon as it is available. Oh no, wait, mind the early adopter’s punishment fee!

The third replacement – December 2nd

I tried to get my money back but the retailer said they know the problem and every box they sent in so far got repaired successfully. Well, I waitet a boasting 5 weeks to get my device back and the result made me cry. They keep on sending effed up systems that in no way are acceptable for a living room environment. See for yourself:

So now, I really give up. I cannot stand going back and forth with Sony. I will keep the device, play games with headphones or crank up the game’s volume to a degree where I cannot hear the fans any more. End of story, I guess, maybe until a new hardware revision will come out.

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