Playstation 5 HDMI broke Cex not interested

fluffy_kittens9

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I noticed there were red dots when plugged into tv however i just ignored thinking its due to the tv being old although i did suspect could be the hdmi cable.
Fast forward 5 months later ps5 completely stopped working. After taking to CEX they are saying they wont fix nor replace as its a physical damage. As far as i am aware my son has not moved his console at all so not sure why it breaks that easily so i suspect hdmi was not already in good condition to start with. I felt like for an item that costs nearly £400 and to break under 6 months is unacceptable. Partly we decide to buy it from CEX was due to the 5 year warranty advertised.
I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.
Any advice appreciated.
Regards
Mr fluff

fluffy_kittens9

Sorry to add, they deemed the HDMI port of the console thats broken, apparently this is a common issue

Aylesbury_Duck

Exactly what date was it purchased on?  You mention five months.  Is there a chance it's just over six months ago?  That will affect the options at this stage.

A_Geordie

Looking at the CEX terms, the warranty excludes any physical damage caused to the goods. Did CEX go into any more detail as to why they believe the HDMI port was physically damaged and therefore not covered by the warranty?

Physical damage is not the same as damage through wear and tear or becoming faulty and presumably the physical damage would have to have been caused by the purchaser of the goods otherwise there could be an inadvertent admission that the HMDI could have been damaged prior to being sold to your son. 

Seems to me your son has two main options: 

1. Continue to press CEX and demand a repair or replacement PS4, arguing that the PS4 has not been physically damaged and therefore CEX need to repair or replace it. The fact that the CEX representative you spoke to suggested that the HDMI ports are common problems might indicate its a wear and tear or fault issue rather than physical damage caused by your son. The issue with this option is that CEX could refuse and then you play ping pong correspondence or if they do agree to take a look at it, they could still determine it was physically damaged. Not only that you have to send it back to CEX (at your son's own risk and loss) and then wait for however long it takes for them to inspect/repair. You could potentially add further arguments under the Consumer Rights Act 2015 (which is what Aylesbury_Duck is alluding to) but doesn't avoid the delays in waiting for repair/replacement.

2. The second option would probably be my preferred option because rather than going back and forth to CEX and if you/your son can afford the £100, it might be worth getting it repaired and and asking the individual who carried out the repair to produce a written letter confirming the diagnosis and whether it was faulty/not working through wear and tear. You can then seek to claim that cost back from CEX and if necessary and worth your time, legal proceedings. I would be surprised if CEX even bothered to defend a claim for £100 as it's such a low amount it probably isn't worth their time and effort to dispute, though it is possible they may do but it will likely cost them significantly more than £100.

Ergates

fluffy_kittens9 said:

I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.

Where did the quote of £100 for the repair come from?   Was it CEX?  If so, there will be other businesses that repair PS5s, it would be worth speaking to them and/or getting a quote.

MattMattMattUK

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I felt like for an item that costs nearly £400 

Why oh why do people buy second hand from CEX at those kinds of prices when one could be had brand new for £400-450 depending on offers. 

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I noticed there were red dots when plugged into tv however i just ignored thinking its due to the tv being old although i did suspect could be the hdmi cable.

Red dots on the screen is almost always do do with the cable rather than the ports, but can be due to a failing port on either end (console or TV). It can also happen if power cables are run twisted up with the HDMI cable. 

fluffy_kittens9 said:
Fast forward 5 months later ps5 completely stopped working. After taking to CEX they are saying they wont fix nor replace as its a physical damage. As far as i am aware my son has not moved his console at all so not sure why it breaks that easily so i suspect hdmi was not already in good condition to start with. I felt like for an item that costs nearly £400 and to break under 6 months is unacceptable. Partly we decide to buy it from CEX was due to the 5 year warranty advertised.

You can usually tell if they have been damaged, they are either pushed in, or the HDMI port wobbles around, as pressure has been put on the HDMI port by the console being pushed back against something. 

fluffy_kittens9 said:

I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.

Other stores will not be interested if the first one was not, they will have the same policy across the group.

fluffy_kittens9 said:

Sorry to add, they deemed the HDMI port of the console thats broken, apparently this is a common issue

It is the most fragile port on the console and many people plug the cables in, the push them back into a media unit, hence it being the most damaged port by some way, the power socket is very resilient and most people do not even use the rear USB ports or the ethernet port. Unfortunately this is an issue with the HDMI port itself rather than the implementation on the PS5, they were not designed to be particularly resilient as it was not seen as needed within the spec. 

Depending on one's technical competence the port kit can be found online for £5-25 and attempted, but you also need £100+ of equipment to be able to do it. I could probably fix one in half an hour, but I have a soldiering iron, hot air station, all the PC repair kit, torx drivers etc. Even though I could do it myself I probably would pay someone who had done it dozens of times before. For most people I would recommend taking it to someone who knows what they are doing and paying the £80-120 it usually costs, depending on what damage has occurred internally. 

fluffy_kittens9

Aylesbury_Duck said:

Exactly what date was it purchased on?  You mention five months.  Is there a chance it's just over six months ago?  That will affect the options at this stage.

10th September 2024 it was purchased, i emailed them over the weekend so technically within 6 months

fluffy_kittens9

A_Geordie said:

Looking at the CEX terms, the warranty excludes any physical damage caused to the goods. Did CEX go into any more detail as to why they believe the HDMI port was physically damaged and therefore not covered by the warranty?

Physical damage is not the same as damage through wear and tear or becoming faulty and presumably the physical damage would have to have been caused by the purchaser of the goods otherwise there could be an inadvertent admission that the HMDI could have been damaged prior to being sold to your son. 

Seems to me your son has two main options: 

1. Continue to press CEX and demand a repair or replacement PS4, arguing that the PS4 has not been physically damaged and therefore CEX need to repair or replace it. The fact that the CEX representative you spoke to suggested that the HDMI ports are common problems might indicate its a wear and tear or fault issue rather than physical damage caused by your son. The issue with this option is that CEX could refuse and then you play ping pong correspondence or if they do agree to take a look at it, they could still determine it was physically damaged. Not only that you have to send it back to CEX (at your son's own risk and loss) and then wait for however long it takes for them to inspect/repair. You could potentially add further arguments under the Consumer Rights Act 2015 (which is what Aylesbury_Duck is alluding to) but doesn't avoid the delays in waiting for repair/replacement.

2. The second option would probably be my preferred option because rather than going back and forth to CEX and if you/your son can afford the £100, it might be worth getting it repaired and and asking the individual who carried out the repair to produce a written letter confirming the diagnosis and whether it was faulty/not working through wear and tear. You can then seek to claim that cost back from CEX and if necessary and worth your time, legal proceedings. I would be surprised if CEX even bothered to defend a claim for £100 as it's such a low amount it probably isn't worth their time and effort to dispute, though it is possible they may do but it will likely cost them significantly more than £100.

I have been to 3 cex stores and everyone has confirmed the hdmi port is damaged and all saying the same thing "user damaged" they wont any sort of warranty 

fluffy_kittens9

MattMattMattUK said:

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I felt like for an item that costs nearly £400 

Why oh why do people buy second hand from CEX at those kinds of prices when one could be had brand new for £400-450 depending on offers. 

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I noticed there were red dots when plugged into tv however i just ignored thinking its due to the tv being old although i did suspect could be the hdmi cable.

Red dots on the screen is almost always do do with the cable rather than the ports, but can be due to a failing port on either end (console or TV). It can also happen if power cables are run twisted up with the HDMI cable. 

fluffy_kittens9 said:
Fast forward 5 months later ps5 completely stopped working. After taking to CEX they are saying they wont fix nor replace as its a physical damage. As far as i am aware my son has not moved his console at all so not sure why it breaks that easily so i suspect hdmi was not already in good condition to start with. I felt like for an item that costs nearly £400 and to break under 6 months is unacceptable. Partly we decide to buy it from CEX was due to the 5 year warranty advertised.

You can usually tell if they have been damaged, they are either pushed in, or the HDMI port wobbles around, as pressure has been put on the HDMI port by the console being pushed back against something. 

fluffy_kittens9 said:

I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.

Other stores will not be interested if the first one was not, they will have the same policy across the group.

fluffy_kittens9 said:

Sorry to add, they deemed the HDMI port of the console thats broken, apparently this is a common issue

It is the most fragile port on the console and many people plug the cables in, the push them back into a media unit, hence it being the most damaged port by some way, the power socket is very resilient and most people do not even use the rear USB ports or the ethernet port. Unfortunately this is an issue with the HDMI port itself rather than the implementation on the PS5, they were not designed to be particularly resilient as it was not seen as needed within the spec. 

Depending on one's technical competence the port kit can be found online for £5-25 and attempted, but you also need £100+ of equipment to be able to do it. I could probably fix one in half an hour, but I have a soldiering iron, hot air station, all the PC repair kit, torx drivers etc. Even though I could do it myself I probably would pay someone who had done it dozens of times before. For most people I would recommend taking it to someone who knows what they are doing and paying the £80-120 it usually costs, depending on what damage has occurred internally. 

It was at least 100£ cheaper with them back in September than anywhere else. Yes i had a look at 3 qoutes from high street repair shop and fix range from £80 to 120£. 
CEX said they will also repair for £99 at my expense which makes sense as if someone else opens the console any other warranty with them is void 

MattMattMattUK

fluffy_kittens9 said:

MattMattMattUK said:

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I felt like for an item that costs nearly £400 

Why oh why do people buy second hand from CEX at those kinds of prices when one could be had brand new for £400-450 depending on offers. 

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I noticed there were red dots when plugged into tv however i just ignored thinking its due to the tv being old although i did suspect could be the hdmi cable.

Red dots on the screen is almost always do do with the cable rather than the ports, but can be due to a failing port on either end (console or TV). It can also happen if power cables are run twisted up with the HDMI cable. 

fluffy_kittens9 said:
Fast forward 5 months later ps5 completely stopped working. After taking to CEX they are saying they wont fix nor replace as its a physical damage. As far as i am aware my son has not moved his console at all so not sure why it breaks that easily so i suspect hdmi was not already in good condition to start with. I felt like for an item that costs nearly £400 and to break under 6 months is unacceptable. Partly we decide to buy it from CEX was due to the 5 year warranty advertised.

You can usually tell if they have been damaged, they are either pushed in, or the HDMI port wobbles around, as pressure has been put on the HDMI port by the console being pushed back against something. 

fluffy_kittens9 said:

I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.

Other stores will not be interested if the first one was not, they will have the same policy across the group.

fluffy_kittens9 said:

Sorry to add, they deemed the HDMI port of the console thats broken, apparently this is a common issue

It is the most fragile port on the console and many people plug the cables in, the push them back into a media unit, hence it being the most damaged port by some way, the power socket is very resilient and most people do not even use the rear USB ports or the ethernet port. Unfortunately this is an issue with the HDMI port itself rather than the implementation on the PS5, they were not designed to be particularly resilient as it was not seen as needed within the spec. 

Depending on one's technical competence the port kit can be found online for £5-25 and attempted, but you also need £100+ of equipment to be able to do it. I could probably fix one in half an hour, but I have a soldiering iron, hot air station, all the PC repair kit, torx drivers etc. Even though I could do it myself I probably would pay someone who had done it dozens of times before. For most people I would recommend taking it to someone who knows what they are doing and paying the £80-120 it usually costs, depending on what damage has occurred internally. 

It was at least 100£ cheaper with them back in September than anywhere else. Yes i had a look at 3 qoutes from high street repair shop and fix range from £80 to 120£. 
CEX said they will also repair for £99 at my expense which makes sense as if someone else opens the console any other warranty with them is void 

You said it was £400 from CEX, the original console was £454, the slim was £474 and the digital was £389 at that point. In August the Original was £399 and the digital was £349. The slim then went up in September to £499, before dropping to £425 in November and back to £399 in December. CEX might have been the cheapest in that specific week, but that is also comparing used from CEX with new from retail. In many months either side of the month you purchased in new was cheaper than second hand from CEX. 

In my opinion CEX almost never offers value for money on electronics. They are marginally cheaper second hand than buying new, with no manufacturer's warranty and you have to deal with CEX. I am not saying that this information is going to help you now, but going forward it is worth doing a bit more research, saving money and avoiding issues.

fluffy_kittens9

MattMattMattUK said:

fluffy_kittens9 said:

MattMattMattUK said:

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I felt like for an item that costs nearly £400 

Why oh why do people buy second hand from CEX at those kinds of prices when one could be had brand new for £400-450 depending on offers. 

fluffy_kittens9 said:

Hi all
My son saved up ang managed to buy a Grade A Playstation 5 from CEX this was online. I noticed there were red dots when plugged into tv however i just ignored thinking its due to the tv being old although i did suspect could be the hdmi cable.

Red dots on the screen is almost always do do with the cable rather than the ports, but can be due to a failing port on either end (console or TV). It can also happen if power cables are run twisted up with the HDMI cable. 

fluffy_kittens9 said:
Fast forward 5 months later ps5 completely stopped working. After taking to CEX they are saying they wont fix nor replace as its a physical damage. As far as i am aware my son has not moved his console at all so not sure why it breaks that easily so i suspect hdmi was not already in good condition to start with. I felt like for an item that costs nearly £400 and to break under 6 months is unacceptable. Partly we decide to buy it from CEX was due to the 5 year warranty advertised.

You can usually tell if they have been damaged, they are either pushed in, or the HDMI port wobbles around, as pressure has been put on the HDMI port by the console being pushed back against something. 

fluffy_kittens9 said:

I have taken it to different cex stores and emailed them but they're not interested. I was hoping they could at least partly cover the repair fee of £100.

Other stores will not be interested if the first one was not, they will have the same policy across the group.

fluffy_kittens9 said:

Sorry to add, they deemed the HDMI port of the console thats broken, apparently this is a common issue

It is the most fragile port on the console and many people plug the cables in, the push them back into a media unit, hence it being the most damaged port by some way, the power socket is very resilient and most people do not even use the rear USB ports or the ethernet port. Unfortunately this is an issue with the HDMI port itself rather than the implementation on the PS5, they were not designed to be particularly resilient as it was not seen as needed within the spec. 

Depending on one's technical competence the port kit can be found online for £5-25 and attempted, but you also need £100+ of equipment to be able to do it. I could probably fix one in half an hour, but I have a soldiering iron, hot air station, all the PC repair kit, torx drivers etc. Even though I could do it myself I probably would pay someone who had done it dozens of times before. For most people I would recommend taking it to someone who knows what they are doing and paying the £80-120 it usually costs, depending on what damage has occurred internally. 

It was at least 100£ cheaper with them back in September than anywhere else. Yes i had a look at 3 qoutes from high street repair shop and fix range from £80 to 120£. 
CEX said they will also repair for £99 at my expense which makes sense as if someone else opens the console any other warranty with them is void 

You said it was £400 from CEX, the original console was £454, the slim was £474 and the digital was £389 at that point. In August the Original was £399 and the digital was £349. The slim then went up in September to £499, before dropping to £425 in November and back to £399 in December. CEX might have been the cheapest in that specific week, but that is also comparing used from CEX with new from retail. In many months either side of the month you purchased in new was cheaper than second hand from CEX. 

In my opinion CEX almost never offers value for money on electronics. They are marginally cheaper second hand than buying new, with no manufacturer's warranty and you have to deal with CEX. I am not saying that this information is going to help you now, but going forward it is worth doing a bit more research, saving money and avoiding issues.

Absolutely right, this post does not help at all as you are completely missing the point. Having 2 young kids who has gadgets and breaks things, I never had issues with CEX before with warranty claims, they almost always replaces no questions asked. I understand why they wont honour it as all the other retailers including Sony themselves wont fixed this sort of problem for free, yes ive asked several other retailers aswel including Curry's and john lewis.