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FAQs

PlayStation®2 (Model #SCPH-70011 and 70012) AC Adaptor Replacement Program

  1. What is the issue with the PlayStation®2 Computer Entertainment Systems AC Adaptor?
  2. What are the safety concerns/risks? / What is the cause of this problem?
  3. Does this issue affect all consumers with a PlayStation®2 console?
  4. What does Sony Computer Entertainment America plan to do?
  5. Are there other regions/countries affected beyond North America?
  6. How do I identify if I have one of the affected AC adaptors?
  7. When were the PlayStation®2 consoles with the affected AC adaptors shipped to customers?
  8. Shouldn’t my surge protector prevent any problems?
  9. How is Sony Computer Entertainment America notifying its customers?
  10. If Sony Computer Entertainment America does not contact me, can I assume that I am not affected by the recall?
  11. How do I get the AC adaptor replaced or get more information about the recall?
  12. Will I have to pay for the replacement adaptor and shipping charges?
  13. How long will the process take?
  14. How can I check the status of my free replacement order?
  15. Will Sony Computer Entertainment America compensate me for the time I cannot use my console?
  16. 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?
  17. Can I replace my AC adaptor at a local retail outlet?
  18. Can I return my PlayStation®2 console for a full refund or product exchange?
  19. I am using a different adaptor with my PlayStation®2 console. Is there a risk or safety hazard? Would the recall cover this situation?
  20. If I have a recalled AC adaptor and choose not to exchange it, do I void my warranty?
  21. What type of replacement adaptor will I receive? Will it be new or refurbished?
  22. I just purchased a new PlayStation®2 system. Is it possible that it will have a recalled AC Adaptor?
  23. I don’t have an AC Adaptor that is subject to the recall, but I want a replacement anyway just to be safe.
  24. I did not get an email or a letter regarding the replacement AC Adaptor. Why?
  25. What will Sony Computer Entertainment America do with my contact information?
  26. Why is Sony Computer Entertainment America requesting the return of the recalled AC Adaptors?
Q:  What is the issue with the PlayStation®2 Computer Entertainment Systems AC Adaptor?
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.

Q:  What are the safety concerns/risks? / What is the cause of this problem?
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.

Q:  Does this issue affect all consumers with a PlayStation®2 console?
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.

Q:  What does Sony Computer Entertainment America plan to do?
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.

Q:  Are there other regions/countries affected beyond North America
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.

Q:  How do I identify if I have one of the affected AC adaptors?
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.

Q:  When were the PlayStation®2 consoles with the affected AC adaptors shipped to customers?
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.

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.

Q:  How is Sony Computer Entertainment America notifying its customers?
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).

Q:  If Sony Computer Entertainment America does not contact me, can I assume that I am not affected by the recall?
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.

Q:  How do I get the AC adaptor replaced or get more information about the recall?
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.

Q:  Will I have to pay for the replacement adaptor and shipping charges?
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.

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).

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.

Q:  Will Sony Computer Entertainment America compensate me for the time I cannot use my console?
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).

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?
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.

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.

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.

Q:  I am using a different adaptor with my PlayStation® 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.

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.

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.

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.

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.

Q:  What will Sony Computer Entertainment America do with my contact information?
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.

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.