Issue#853: Playstation - PS4 Warranty Service Nightmare

  • My son's PS4 had what seems to be a fairly common problem with the eject button so I sent it in for warranty repair.  They received the sysytem on 12/8/15 and there were some intial delays caused by Gamestop refusing to issue proof of purchase to Sony because the warranty claim was in my name but the sytem purchase was under my wife's name.  That issue was cleared up quickly but some how our system was lost in the process and 2 weeks went by with no correspondence from Sony and constantly getting the message that they could not locate info with our service case #.  I called in and patiently waited the typical 15-30 minutes to speak to someone who was unable to locate our system and any information.  A couple of days later I received 2 emails one stating they received proof of purchase and a second came 4 hrs later stating my console had arrived but was missing the proof of purchase.  1/14/16 I recieved an email that the repair was complete and had shipped.   Tracking with Fedex sat idle after 1/16/16 so on 1/22/16 I called Fedex to get an update and they informed me the truck carrying my PS4 crashed and the package was damaged but Sony would need to handle the claim with Fedex as they were the shipper.  After another 15 minute wait I reached someone in an overseas call center who informed me I was on my own and would need to file a claim with Fedex.  He was very quick to lose his patients and had a terrible attitude about the situation and struggled to understand english.  I requested to speak with his supervisor who shared the difficulty in understanding english and the bad attitude.  He insited it was my problem and I had to take it up with Fedex but after I insisted this was not a satifactory level of service he reluctantly told me Sony would open up and investigation into the matter and I had to wait 16-17 days for a response.  Today I was miraculously able to reach the live chat support (first time it has worked through out this process) and was informed that yes I do just need to wait!  See chat below.  


    Michael (January 23, 2016 at 3:47:23 PM HST): So the driver got into an accident and you haven't received your console yet?
    Me (January 23, 2016 at 3:48:13 PM HST): Have not received it and was told by a call center employee overseas that it is my problem now and I need to make a claim with fedex
    Me (January 23, 2016 at 3:49:30 PM HST): after a long time trying to get a more satisfactory answer I asked to speak with the supervisor and he told me that sony would open an investigation and I would hear back in 16-17 business days
    Me (January 23, 2016 at 3:49:48 PM HST): but confirmed it is my problem now and I need to take it up with Fedex
    Me (January 23, 2016 at 3:51:36 PM HST): I feel this is very poor customer service and would like Sony to step up and provide similar level of respect to customers other businesses provide. In the past when packages from other vendors have been damaged/lost in shipping the companies have stepped up and mailed out replacements
    Me (January 23, 2016 at 3:52:39 PM HST): with in days. With the idea if the original package ever arrived we could request a return label and send it back to them.
    Me (January 23, 2016 at 3:54:22 PM HST): Sony received the console 12/8/15 and there were issues that delayed the repair for over a month prior to this shipping mishap
    Michael (January 23, 2016 at 3:56:35 PM HST): I'm sorry about the wait and the inconveniences that you have suffered over these last two months, but the investigation has to be finished in that 16-17 business day period before we can get you the console back to you.
    Me (January 23, 2016 at 3:57:39 PM HST): I'm sorry but I feel
    Me (January 23, 2016 at 3:57:58 PM HST): this is unreasonable amount of time to wait for WARRANTY service
    Me (January 23, 2016 at 3:59:11 PM HST): would you please provide me with a mailing address to use for legal process in small claims so I can at least get my money back?
    Michael (January 23, 2016 at 4:00:36 PM HST): I definitely understand how you feel about waiting for something that was scheduled to arrive quite some time ago. I would be more than happy to give you the address. Make sure to use the full nine digits of the zip code.

    ATTN: Consumer Affairs
    PO BOX 5888
    SAN MATEO, CA 94402-0888
    Me (January 23, 2016 at 4:01:33 PM HST): Thank you. Have a nice weekend.

    0 Answers

    Sorry, your answer is too short !

  • Issue#689585: Playstation - PS4 UI and Streaming Service Issue

    HI! So, i turned on my system today and all of a suddent the icons in the UIn (boxes with game and app logos) are all flickering on the homescreen. And now when I use Amazon Prime and Netflix the streaming lags (I really dont think its the internet as I ran a speed test and everything is the same). I tried booting into safe mode and doing the rebuilding the system database and it didnt help. Any ideas would be greatly appreciated. Thanks!

  • Issue#1133385: Playstation - How to renew warranty after service repair, PS4

    I just recently had my PS4 repaired under warranty. The whole process was smooth and quick except for one main detail; how do I renew my warranty?I was told over the phone by the representative, when I first reported the issue, once I received my PS4 back after being serviced that1) I would have warranty coverage for 90 days after repair.2) my original purchased warranty is no longer valid& 3) that I can renew my warranty by purchasing it through the Playstation Store.However, I have been going through all options on the Playstation Store on the PS4 and I cannot find the option to purchase a new warranty. I could not find the purchase option through the Playstation Store's website either, nor were there any results on this forum when I searched for this particular topic.Considering that my PS4 had to be serviced under a year from purchase, I would very much like to extend the warranty. But how?(Pre-Thank you for any replies and help/advice)

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    Hello. I purchased my Ps4 system on Black Friday of 2015 and didnt have any issues out of it for the first two weeks. Then one day I powered the system on and a static grey image appeared and flashed on and off the screen. After that the screen went black for a few seconds then the proper image of the ps4 log in page appeared. Since the first inncodent I stated; the system has done it about 6 more times since then. I  just wanted to post this and see if anybody else has had the same issue before and found a fix for it?   Thank you! 

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    My ps4 console already updated to v3.15 of the system software and add part of it I had an error and had to install the version 3.15 through usb.Ayer proceeding according to Sony instruction I was able to make my ps4 work BUT now every time I leave it in rest mode it goes back to the installing error and I have to reinstall the software again.Please help me, I'm really going crazy about reinstalling every time and losing all my saved games and downloaded games

  • Issue#34052: Playstation - Ps4 power supply issue .

    Not looking to send into PlayStation for repairs. I saw on a video what the duration of the beeps mean . Mine ended up matching a power supply issue . I know what I need to buy to repair it myself . I was wondering if it can also be the cord I'm using for my ps4 or if it's something else that I can try before buying a new power supply .

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    I have the Playstation Gold wireless headset, and it they won't turn on anymore. Worked flawlessly until last night, made sure they were charged but they won't turn on, the light on them doesnt come on at all, except briefly when I switch them off. I bought them in March of 2015 from Amazon, new, and to my understanding that means they're still under warranty for another month or so. Does anyone know a fix or have some recommendations for me? Also, if I were to send these in under warranty, how would I go about that? I have the original box they came in. I searched the support for a half hour or so and couldn't find any links to send in a headset for repair. 

  • Issue#40569: Playstation - ps4 warranty

    I bought my ps4 1 month ago and i already received an email saying that my 1 year warranty is about to expire o_0

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    When I try to watch videos on the Web through my system it says I need an update. Yet, I have the newest update installed on the ps4.

  • Issue#43433: Playstation - Deactivate PS4 Issue

      Hi, so I went online to my account page via Sony's website, [] in order to deactivate my old PS4, so I could activate my new one, but when I try to 'Deactivate all devices', I get a message saying :   "You have deactivated your devices recently and cannot use this feature at this time."   I haven't deactivated anything recently, and can't deactivate anything now, and I was wondering if I could get any help to deactivate my old PS4?   Thanks

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    Was playing some Nightmare zombie mode last night 2 player split screen, kept getting this weird issue. More then half the time when restarting a section of the game we would get an error and player 2's screen would just be blank/black. I was player 1 and had no issues and could see player two standing there helpless as zombies ran towards us, lol. Player 2 could still move around but had no visual information, just a black screen. So I would die and when the section restarted player 2 would get their vision back about half the time. Why does this game have soo many bugs? Playing the 4 player coop zombies (With Heather Graham aka Graham zombies) with 4 players local coop leads to massive frame drops to what feels like single digits far too frequently.  Any time some action would occur the game becomes almost completely unplayable for a few seconds at a time. To save time just know all the rest of the issues I have had with this game are in Graham

  • Issue#65298: Playstation - Ps4 red light issue

    My ps4's blue light just turned red and my ps4 turns off. Is there anything I can do to fix it or is my ps4 dead?

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    for some reason my little brother thought it was a great idea to remove all the warranty stickers on my PS4 and i know that voids the warranty but say something happens down the road and i do need to repair it will sony take it even if i pay the repair fee?

  • Issue#71982: Playstation - Ps4 issue

    Okay so, basically.. The first time i ran Call Of Duty: Black Ops 3 on my ps4, my little cousin removed the disc as i was playing it. I started the game back up, and about 10 minutes into the game, i would get a screen with an error saying the game data was corrupted. I immediately went to go exchange the game for a new copy, hoping it'd be as easy as that but no luck. new copy of the game and the issue still remained. So i put my ps4 into safe mode and selected the rebuild database option because i read online about people with similar issues and it worked for them. So, i gave it a try and no luck. But a week or two later, i ran the game and for about two months i ws able to play it with absolutely no problems whatsoever. now again recently i have been unable to even make it to the start screen before it gives me the same message and ejects the disc. I have done the rebuild database thing again and i even went as far as to choose option 6 in the safe mode menu, which is to initialize

  • Issue#81780: Playstation - Want to Clean my PS4 Fan, but not Void the Extended Warranty

    My PS4 fan is extremely loud, and I know it is due to the probably massive amounts of dust the fan has been cumulating. To get to the fan, you have to peel off the warranty stickers. I am hesitant to do this since I paid for the extended warranty not too long ago. Any possible solutions?

  • Issue#96559: Spotify - Issue ps4 (playstation)

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  • Issue#188451: Playstation - How can I cancel my PS+ service on my PS3 and PS4 console?

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  • Issue#201217: Playstation - Terrible Sony PS4 service

    Ramon (2/29/2016, 12:51:27 PM): Hello, My name is Ramon how may I assist you today?Me (2/29/2016, 12:51:52 PM): hiMe (2/29/2016, 12:52:13 PM): so i was in the sharefactory todayMe (2/29/2016, 12:52:33 PM): and I wanted to know how to get to the options to "move video clip"Me (2/29/2016, 12:53:05 PM): ive been searching fr the pass hour, found nothingRamon (2/29/2016, 12:53:54 PM): I see, Steve. I will be more than happy to assist you today. Well, first of all, I do really apologize for the inconvenience that you are having with your inquiry with share factory. I know how important is this for you so I will do my best to help you. Could you please provide me with your Sign In and Online ID?Me (2/29/2016, 12:54:18 PM): sign in email: [email protected] (2/29/2016, 12:54:22 PM): id: nexzkoRamon (2/29/2016, 12:55:08 PM): Thank you. May I have your first and last name?Me (2/29/2016, 12:55:12 PM): steve nunezRamon (2/29/2016, 12:56:17 PM): Thank you, Steve. Nice to meet you. When did you sa

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     Require functioning number for PS4 service request in the USA.Require functioning link for PS4 service request that does not lead to error code.Please Help.

  • Issue#236691: Playstation - Please HELP with PS4 service request!

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