My PS5 went Pop! Any help with Sony Customer Service escalations?

StLouis80

Active Member
Hi All.

Ive essentially reached the end of my tether with Sony's Customer Service phone team, and wondered if any of you might have an email or phone number for me to escalate an issue to somebody a little more senior, to actually get some action? I am sick of calling them every other day, sitting on hold for 40 minutes, just to be fobbed off.

For those who may be interested in the back story....

I purchased my PS5 back in July. Other than setting it up and having a look around the menu's (for about 10 mins) the day I got it, I hadn't used it at all until I received a physical copy of FIFA 22 on launch day (Oct 1st).
I inserted the disc and begun the mandatory software update on first play. Whilst the update was being carried out, I left the game on the FIFA menu screen to do it's thing. About 10 minutes later, a loud pop/bang noise (and an internal flash) came from the PS5 and all of the lights and electrics tripped in our house and plunged us into darkness. Assuming it was just a random power surge, we flicked the trip switch back on (all lights and electrics returned), but the PS5 would not turn on. So I changed the fuse and tried again, only for the console to pop/bang instantly as I switched the power socket on at the wall.
Long story short, this happened wherever I plugged it in in our house, and also when I tried it at a friends and my office.... so clearly a fault with the console, and not the electrics.
I called Sony and they agreed that it is a hardware issue and asked me to send it to them, along with the power adapter (and the FIFA game still stuck inside). They received the console on Oct 6th.
I have not had any communication via email or a call since. When I phone them, I stay on hold for 30mins+ every time, and then just get told 'I can read on the system that this isn't a standard fault, like the others we usually see, so we need to do further testing to find the issue, blah, blah, etc'.
Over a month later, I am just sick of being told the same thing each time I call them. Surely as a consumer, who has been sold a faulty PS5, they should just send me a replacement? On the first call I ever had with them when I logged the issue and arranged to send it back, I was told 'We will try and fix the issue, but if we cant you will likely be sent a replacement, and this should be back with you in 10-15 days'.
Now I'm being told 'Its a complex fault, so we need to look into it longer and work out exactly what is wrong with it'.... now I'm sorry, but I couldn't care less what the issue is, that's for them to care about, I just want my console back, so that myself and the family can actually start enjoying it!
Above all of that, I just dont get any emails or phone calls, and have no idea when/if my PS5 will ever be sent back. Its the worst customer service I have ever had.

Has anyone had a similar issue with their PS5 or with their shoddy service?
 

MrTea34

Active Member
Hi All.

Ive essentially reached the end of my tether with Sony's Customer Service phone team, and wondered if any of you might have an email or phone number for me to escalate an issue to somebody a little more senior, to actually get some action? I am sick of calling them every other day, sitting on hold for 40 minutes, just to be fobbed off.

For those who may be interested in the back story....

I purchased my PS5 back in July. Other than setting it up and having a look around the menu's (for about 10 mins) the day I got it, I hadn't used it at all until I received a physical copy of FIFA 22 on launch day (Oct 1st).
I inserted the disc and begun the mandatory software update on first play. Whilst the update was being carried out, I left the game on the FIFA menu screen to do it's thing. About 10 minutes later, a loud pop/bang noise (and an internal flash) came from the PS5 and all of the lights and electrics tripped in our house and plunged us into darkness. Assuming it was just a random power surge, we flicked the trip switch back on (all lights and electrics returned), but the PS5 would not turn on. So I changed the fuse and tried again, only for the console to pop/bang instantly as I switched the power socket on at the wall.
Long story short, this happened wherever I plugged it in in our house, and also when I tried it at a friends and my office.... so clearly a fault with the console, and not the electrics.
I called Sony and they agreed that it is a hardware issue and asked me to send it to them, along with the power adapter (and the FIFA game still stuck inside). They received the console on Oct 6th.
I have not had any communication via email or a call since. When I phone them, I stay on hold for 30mins+ every time, and then just get told 'I can read on the system that this isn't a standard fault, like the others we usually see, so we need to do further testing to find the issue, blah, blah, etc'.
Over a month later, I am just sick of being told the same thing each time I call them. Surely as a consumer, who has been sold a faulty PS5, they should just send me a replacement? On the first call I ever had with them when I logged the issue and arranged to send it back, I was told 'We will try and fix the issue, but if we cant you will likely be sent a replacement, and this should be back with you in 10-15 days'.
Now I'm being told 'Its a complex fault, so we need to look into it longer and work out exactly what is wrong with it'.... now I'm sorry, but I couldn't care less what the issue is, that's for them to care about, I just want my console back, so that myself and the family can actually start enjoying it!
Above all of that, I just dont get any emails or phone calls, and have no idea when/if my PS5 will ever be sent back. Its the worst customer service I have ever had.

Has anyone had a similar issue with their PS5 or with their shoddy service?
I’ve dealt with them but to be honest they weren’t to bad but your situation seems quite extreme and like you said they should just send you a replacement and sort out the faulty one not on your time. Hope you get it sorted
 

jamietd

Active Member
Hi All.

Ive essentially reached the end of my tether with Sony's Customer Service phone team, and wondered if any of you might have an email or phone number for me to escalate an issue to somebody a little more senior, to actually get some action? I am sick of calling them every other day, sitting on hold for 40 minutes, just to be fobbed off.

For those who may be interested in the back story....

I purchased my PS5 back in July. Other than setting it up and having a look around the menu's (for about 10 mins) the day I got it, I hadn't used it at all until I received a physical copy of FIFA 22 on launch day (Oct 1st).
I inserted the disc and begun the mandatory software update on first play. Whilst the update was being carried out, I left the game on the FIFA menu screen to do it's thing. About 10 minutes later, a loud pop/bang noise (and an internal flash) came from the PS5 and all of the lights and electrics tripped in our house and plunged us into darkness. Assuming it was just a random power surge, we flicked the trip switch back on (all lights and electrics returned), but the PS5 would not turn on. So I changed the fuse and tried again, only for the console to pop/bang instantly as I switched the power socket on at the wall.
Long story short, this happened wherever I plugged it in in our house, and also when I tried it at a friends and my office.... so clearly a fault with the console, and not the electrics.
I called Sony and they agreed that it is a hardware issue and asked me to send it to them, along with the power adapter (and the FIFA game still stuck inside). They received the console on Oct 6th.
I have not had any communication via email or a call since. When I phone them, I stay on hold for 30mins+ every time, and then just get told 'I can read on the system that this isn't a standard fault, like the others we usually see, so we need to do further testing to find the issue, blah, blah, etc'.
Over a month later, I am just sick of being told the same thing each time I call them. Surely as a consumer, who has been sold a faulty PS5, they should just send me a replacement? On the first call I ever had with them when I logged the issue and arranged to send it back, I was told 'We will try and fix the issue, but if we cant you will likely be sent a replacement, and this should be back with you in 10-15 days'.
Now I'm being told 'Its a complex fault, so we need to look into it longer and work out exactly what is wrong with it'.... now I'm sorry, but I couldn't care less what the issue is, that's for them to care about, I just want my console back, so that myself and the family can actually start enjoying it!
Above all of that, I just dont get any emails or phone calls, and have no idea when/if my PS5 will ever be sent back. Its the worst customer service I have ever had.

Has anyone had a similar issue with their PS5 or with their shoddy service?
Very unusual, I've heard nothing but good things about faulty ps5s and Sonys customer service. You tried posting on their social media pages? Usually they don't want bad press
 

StLouis80

Active Member
Very unusual, I've heard nothing but good things about faulty ps5s and Sonys customer service. You tried posting on their social media pages? Usually they don't want bad press
Not yet, but I am tempted. I did email them and threaten to discuss on AVForums though :) Seemingly they don't care about that either :facepalm:
 

snaeem155

Active Member
Contact their head office in Weybridge.

When my XD9405 went south, the helplines/support team were absolutely useless making me jump through hoops.

Phoned up Weybridge and it was sorted within 3 days.
 

ozzzy189

Distinguished Member
Not yet, but I am tempted. I did email them and threaten to discuss on AVForums though :) Seemingly they don't care about that either :facepalm:
Yeah, that'd have them quaking in their boots, lol.
Can you imagine them discussing the cutting nature of certain members who think they're some kind of all-round online behemoth?
Twitter seems one of the best places to try and get something sorted these days.
We had an amazon issue regarding a non refund that they said we'd already had, and going on twitter actually helped to get our 200 quid back.
 

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