Sony PlayStation have just taken something off me!

Timo_legend

PlayStation have stolen my Controller!

My wife bought me an Alpine Green PS4 controller for Christmas 2020, I’ve wanted one for the longest time. 

Because of work commitments it wasn’t until January before I got to using it. Turns out there was something wrong with it. Went through all the support to try and sync it to the PS4, literally nothing worked. 

Eventually Sony PlayStation told me I’ll have to send it in for repairs. Ok fine.

Went through the process online of returning something for repair, very straight forward process. Get the confirmation email, telling me it could be 4-5 working days to complete. 

February I call - get told they’re very busy and there is a normal delay.

March I call - get told they’re very busy and there is a normal delay.

April I call - No more info

May I call - get put on hold for 7-8 minutes. The call lady tells me the case was escalated and is now closed. 

“Why is it closed” I ask

I am then told that there is no information available on why the case is closed, PlayStation won’t divulge that information, but they have a very good reason as to why it’s closed.

“So wait... you have my controller and you are not returning, repairing it or replacing it, your just telling me it’s case closed and that’s it?”

Call lady repeats everything again and they’re is nothing she can do. 

Won’t put me through to the repairs department. Won’t let me speak to a supervisor. That it, case closed, no controller. 

I’ve just sent in a complaint email now, but what the hell!!!

I feel like I’ve been robbed, how can they just do this!?!

[Deleted User]

Timo_legend said:

I’ve just sent in a complaint email now, but what the hell!!!

What the hell what? You'll need to wait for their response. No one here will know where your controller is.

MattMattMattUK

Timo_legend said:

PlayStation have stolen my Controller!

My wife bought me an Alpine Green PS4 controller for Christmas 2020, I’ve wanted one for the longest time. 

Because of work commitments it wasn’t until January before I got to using it. Turns out there was something wrong with it. Went through all the support to try and sync it to the PS4, literally nothing worked. 

Eventually Sony PlayStation told me I’ll have to send it in for repairs. Ok fine.

Went through the process online of returning something for repair, very straight forward process. Get the confirmation email, telling me it could be 4-5 working days to complete. 

February I call - get told they’re very busy and there is a normal delay.

March I call - get told they’re very busy and there is a normal delay.

April I call - No more info

May I call - get put on hold for 7-8 minutes. The call lady tells me the case was escalated and is now closed. 

“Why is it closed” I ask

I am then told that there is no information available on why the case is closed, PlayStation won’t divulge that information, but they have a very good reason as to why it’s closed.

“So wait... you have my controller and you are not returning, repairing it or replacing it, your just telling me it’s case closed and that’s it?”

Call lady repeats everything again and they’re is nothing she can do. 

Won’t put me through to the repairs department. Won’t let me speak to a supervisor. That it, case closed, no controller. 

I’ve just sent in a complaint email now, but what the hell!!!

I feel like I’ve been robbed, how can they just do this!?!

A few things, firstly your consumer rights are against the company you bought it from, not against Sony.

What you appear to have done is go down the warranty repair route, which has it's own set of terms and conditions, I have used the service over the years to have batteries replaced on PS3 and PS4 controllers (I do it myself outside of warranty). Their service is normally very good, although I have not used it for a few years/during Covid.

As zx81 says you will have to wait for their response, no one here has access to Sony's internal systems. 

My only thought is that as that specific colour has been out of production since April 2019 and looking online for some reason commands a fairly hefty premium on the resale market, and taking into account the fact that your item did not work at all. It makes me wonder if it was a genuine Sony built controller, or if it was one of the Chinese knock offs that often appear when a limited edition/colour commands a higher price. If you send in a fake then will Sony bin/destroy the goods, but other than that you will have to wait for their reply.