Featured Image Credit: Sony / Nickelodeon
Topics: PlayStation 5
If you are lucky enough to be the proud owner of the fabled PlayStation 5 you would be pretty devastated to find out that it doesn’t work.
That’s what happened to one owner, who took home their newly purchased console, popped in the disc, and suffered crushing disappointment when their game failed to launch. They tried a few different discs all with the same result - the console didn’t seem to be reading them. Disappointed but not defeated, they sent the console back to Sony.
If you have a PS5 yourself check out our review for one of its best exclusives, Ratchet & Clank: Rift Apart, in the video below.
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If a console is broken straight from the box, then Sony is happy to fix whatever the fault may be, free of charge. However, if they think that the console has been broken by the customer, and is not a manufacturing fault, then the repair is not covered by the warranty. This means if you send a console back to be fixed you will be charged $230 for the pleasure.
When the engineers at Sony received the console, they gave it a once over, found that it worked as expected, and charged the out of warranty price, before returning it to the sender. However, when the owner tried to play a game once more, they found it had the same issue. When they contacted Sony again, that’s when the saga with customer service began.
Reddit user u/Rhianu discovered the messages written by the customer service team about the case. The report of the conversation read “Asked some probing questions, and apparently the player was just inserting the discs upside down. There was nothing wrong with the console.”
So besides waiting weeks for repairs on a console that already worked, the customer also had the sting of paying $230 for the privilege of being told how to insert a disc. They then proceeded to ask for a refund however it seems this was a no go too. “Sorry, let the player know that the service fee cannot be refunded. It looks like the console was received and fixed by SC.” Goes to show the simplest solution is usually the right one.