Playstation 5 won’t turn on after 14 months

BeerSavesMoney

Hi,

Unfortunately my PS5 is longer functional. Basically it was left in rest mode and I went to turn it on and was greeted with various error messages.

After restarting the console it is stuck in Safe Mode and can’t be reset, it’s almost as if it’s corrupted itself.

I know this wasn’t caused by a power cut due to the standby light still being on before I turned it on. If the power was lost this light wouldn’t be on.

I called Sony PlayStation support who took me through various troubleshooting steps however it was determined I would need to return it to them and they would send me a refurbished replacement at the cost of £240.

I purchased the console with GAME who I have already contacted. They said it’s up to me to resolve this through the manufacturer as it’s out of warranty.

Do I have a case for this under the consumer rights act? I would expect a PS5 console to last longer than 14 months especially considering this occurred as a result of normal usage. I also didn’t even use it that much (3 - 5 hours a week max).

What do you all think about this? Do I have a case with GAME under the consumer rights act or should I pay Sony the £240 for a refurbished console?

Cheers

DevCoder

Have they got you to try a firmware flash from USB?
Sony PlayStation 5 Firmware 21.02-04.03.00 Download | TechSpot (instruction below the download)

BeerSavesMoney

Yes, PlayStation support advised that as one of the steps. Unfortunately each time I get the error SU-101265-5 Update file corrupted.

I have tried it with multiple USB drives and even had a friend follow the steps with one of their spare USB drives (formatting as FAT32, creating the PS5 and UPDATE folders and placing the reinstallation file in there) but unfortunately no luck!

Alderbank

Under CRA 2015 you do have rights. They are entirely with GAME who you bought it from. At this moment in time your rights are for GAME to repair it or replace with that refurbished console provided you can show that the fault was inherently there when you bought the console.
That might be the difficult bit.

You do have rights (not under the consumer rights act) through your credit card issuer but you should try to resolve it with GAME first.

BeerSavesMoney

Thanks @Alderbank

Yes I think that might be the difficult bit as well. I think it’s worth attempting to get a replacement although it being with GAME might make it trickier.

DevCoder

BeerSavesMoney said:

Yes, PlayStation support advised that as one of the steps. Unfortunately each time I get the error SU-101265-5 Update file corrupted.

I have tried it with multiple USB drives and even had a friend follow the steps with one of their spare USB drives (formatting as FAT32, creating the PS5 and UPDATE folders and placing the reinstallation file in there) but unfortunately no luck!

Have you got your friend to try and create the USB on their own machine?  Using different browsers to download the flash image (chrome rather than edge) ?

This shouldnt be a difficult case to prove as the firmware upgrades of Q4 last year were targetting the "sleep issues" ( cannot recover from sleep, corrupt "interim" save games in sleep and your issue of database and firmware corruption due to sleep). 

BeerSavesMoney

krisdorey said:

Have you got your friend to try and create the USB on their own machine?  Using different browsers to download the flash image (chrome rather than edge) ?

This shouldnt be a difficult case to prove as the firmware upgrades of Q4 last year were targetting the "sleep issues" ( cannot recover from sleep, corrupt "interim" save games in sleep and your issue of database and firmware corruption due to sleep). 

Thanks. I should of mentioned that he used his own machine to format the USB. I have tried different browsers on my machine but still no luck unfortunately. 

I think I’ve tried every potential solution I’ve found online and those provided by PlayStation support. 

That’s useful to know about the firmware upgrades, thanks. I had a look at the release notes herehttps://www.playstation.com/en-gb/support/hardware/ps5/system-software/ but unfortunately there is no mention of that although I did find the issue mentioned on this article https://www.tomsguide.com/uk/news/ps5-issues-all-the-playstation-5-problems-and-fixes-so-far

I’ll do a bit more research to see what else I can find online and put my case forward to GAME.

Thanks all!

 

LaDerniereSemaine

BeerSavesMoney said:

krisdorey said:

Have you got your friend to try and create the USB on their own machine?  Using different browsers to download the flash image (chrome rather than edge) ?

This shouldnt be a difficult case to prove as the firmware upgrades of Q4 last year were targetting the "sleep issues" ( cannot recover from sleep, corrupt "interim" save games in sleep and your issue of database and firmware corruption due to sleep). 

Thanks. I should of mentioned that he used his own machine to format the USB. I have tried different browsers on my machine but still no luck unfortunately. 

I think I’ve tried every potential solution I’ve found online and those provided by PlayStation support. 

That’s useful to know about the firmware upgrades, thanks. I had a look at the release notes herehttps://www.playstation.com/en-gb/support/hardware/ps5/system-software/ but unfortunately there is no mention of that although I did find the issue mentioned on this article https://www.tomsguide.com/uk/news/ps5-issues-all-the-playstation-5-problems-and-fixes-so-far

I’ll do a bit more research to see what else I can find online and put my case forward to GAME.

Thanks all!

 

After 14 months they are entitled to ask for an independent engineers report confirming it is an inherent fault, which they may do if they want to play hardball.

bris

There is a know problen about bricking PS5's after putting it in rest mode.

There are a few youtube videos on possible fixes if you google £Bricked PS5"

BeerSavesMoney

GAME responded within 48 hours saying they have nothing to do with it and to speak to Sony. I replied to GAME’s email mentioning the consumer rights act and provided evidence etc but it’s been a week and I have not yet had a response.

How long is a reasonable amount of time to give GAME before pursuing this with my credit card company?

Should I, for example, give them until Monday then send another email advising I intend on taking other action if I don’t have a response from them in 7 days?

bris

Game don't have to do anything at this point, you need to prove it's an inherent fault which means getting a proffesional to write a report stating as such. How you find one is a different story.

You should try the CC co but they will want this same report, they have the same rights as the retailer.

You woul;d have a better chance in the small clims coourt, gathering all the evedence from youtube and similar online stories.

The judge would take it into consideration as it is pretty damining evedence that there is a problem with this machine.