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December 2023 by Daniel Thrash
Sent a controller in for repair on November 21st because it had drift and got it back fixed 2 weeks later on December 6th.
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August 2023 by Brian Jones
Don’t listen to the other reviews. They got my PS5 on a Friday and shipped it back on Monday. The standard timeframe is 20-30 business days and they got it in 2.
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June 2023 by Tarek Yassin
Horrible horrble experience... bought a PS5 directly from Sony in Feb 2023. Controller broke a month later. Sent it to them almost 2 months ago. Called about it many times. I was told they have it and someone is working on it, but they have no updates yet. I don't get any updates online or when I call their useless offshore customer service. Every time I request taking to a manager, I get transferred to the same supervisor who asks me to wait and says that someone will call me in a day or 2 for more updates but nothing happens. It is just a 70$ controller that they could have replaced easily but clearly Sony doesn't care about making customers satisfied. 1-year warrenty is worth nothing with Sony products for sure.
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May 2023 by NIQUE A
I was a bit worried after I seen all the reviews but the process was pretty smooth. My controller was moving on it own and there is no way I can play that way so I called customer service they set up for me to send my controller to a Sony repair shop. Got my controller back in 6 business days, my controller works fine I did notice today that my serial number on the back of my controller is not the same so maybe they switched it out to a controller that works haven't had any problems so far working fine.
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April 2023 by Moe Usteam
The lady name Naomi was really rude , she gave us dock and then after 2 hours saying they cant unload us , they have space , they have docks people , but seems like they unloading only local Mexican drivers , seems like this lady Naomi rasict , have to report this , complain on this person because she is not allowed to be working there wth people
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December 2022 by Beck Selman
Send in a controller over 3 months ago, called after a couple months and gave them all the information and was told they would follow up with me on the repair status. Over a month later I still have not received any information. As many other reviewers have stated, you will probably never see your device again if you send it here. I will be reporting them to the Better Business Bureau.
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December 2022 by Wallstreet X
Super racket going on here, I shipped them my ps5 controller in july, just called UPS and confirmed the address they have had the controller since july 27th... it's December, no email no controller no nothing and controller was in warranty, what a joke. -5 stars
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November 2022 by matthew smith
Clearly stated my controller was bought in Jan 2021, which is out of warranty, they offered free repairs anyway, sent controller in, waited 3 weeks just for them to say it was out of warranty and ship it back.At least the controller didn't get any worse.
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October 2022 by Dreadie C
My system was delivered a week ago , and still haven't gotten a notification on it getting prepared to be fixed or anything.. . Wish these guys were consistent with keeping in touch...Hearing stories about people things getting stolen, and not actually fixing the devices..If I knew Texas was the worst facility I would've asked for another Box to send it elsewhere.. I'm starting to think they're not even gonna fix my system... Get y'all stuff together SonyGod don't like ugly , and Karma is real
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October 2022 by Julian
Customer service sucks. How is it that when the repair is done it takes 30 days until it can ship off. Smart reps Samantha ? and “ Supervisor “ Ceaser ? said it takes 30 days once your repairs are done for it to ship.lol ??? they didn’t know what location or phone number not even the carrier who does the processing. They hung up on me because I asked a question to hard for them which was explain to me why it takes 30 days to ship when PS sent me a email it’s on it’s way. They couldn’t answer again ??
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September 2022 by Xavier D
Long story short, giving this a 4 star only because of the lack of urgency with shipping. Device wouldn’t turn on because it was fried during a power surge. Yes, it was plugged into a surge protector. I believe the surge came from the ethernet cable plugged into the back of my PS5. It was out of warranty so they charged me $215, which I’m fine with. They replaced my unit. I was a bit worried after reading all of the reviews but the process was pretty seamless minus the delayed shipping.Timeline below:8/16 - Tuesday: Spoke with Sony to setup the repair8/17 - Wednesday: Received notification that shipping box was on the way8/19 - Friday: Shipping box actually gets sent out (why the delay?)8/22 - Monday: Box received and PS5 shipped back to repair center8/23 - Tuesday: Box delivered (Center is about 6 hrs away from my place)8/25 - Thursday: Finally acknowledges shipment was received via service page/email update8/26 - Friday: Got the ‘Fixed’ notification and also that the label was create at 8am CT for return of my PS58/30 - Tuesday: Finally shipped out even though label was created and ready at 8am on Friday when I got the notification8/31 - Received my replacement unit and all is right in the worldNot really sure why it took so long between the notification from FedEx in regards to the label being created and actually shipping the unit out. Could have cut down the turnaround time by at least 3-4 business days. Outside of that, I’m happy they sent me a replacement unit. Otherwise, Really quick turnaround time compared to their 20-30 business days timeline they sent via email.
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August 2022 by Aim Up
Just sent In my Ps5 this last week for repair and after it was delivered it was signed for but I was never contacted for in anyway and still haven’t been told the repair status on it. It just says haven’t revived console yet. These reviews kinda making me worry.
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July 2022 by Mr.Irrelevant
Believe the negative reviews about shipping currently going through it now ? the package still hasn't been given to FedEx 3 days later
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February 2022 by Eddie Acevedo
Idk how many stars to give yet, but as of what I'm seeing it's not Sony to blame, it's the location, with it sharing other suits your package was most likely shipped to next door. Hopefully people get their remotes. I just sent mines and they barely received it and was told to wait 7 business days
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January 2022 by Raquel Serrano-Beisel
This place essentially stole our PS5 dual sense controller that had a stuck analog stick from the get go. We have signed proof of delivery from FedEx at this address. They are claiming they never received it, although someone from their building signed for it, and that they will not do anything to remedy this. Except hang up on me when I’m being extremely polite and just wanting a solution. Now we are out an (expensive) controller and left with an extreme distaste for PlayStation as a whole.
