What to Expect When You’re Expecting… Service On Your PlayStation 4 (Part 2)

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This is part two of a three part article/series explaining my own personal experience with the PlayStation Consumer Services Team who is responsible for managing support & repair services for Sony PlayStations.

Part 1: What to Expect When You’re Expecting… Service On Your PlayStation 4 (Part 1)
Part 3: What to Expect When You’re Expecting… Service On Your PlayStation 4 (Part 3)

Welcome to part two in the ongoing saga of my experiences with sending in my PlayStation 4 for service and repair. For a quick recap, my launch day PS4 suddenly decided it wanted to take a siesta and didn’t even leave a Dear John letter before it quit me. But I did not give up hope and decided to see what could be done. After playing Sherlock Holmes for cause of death, I exhausted my testing capabilities and further research concluded, “It’s dead Jim.”

“It’s dead Jim.”

I decided the best course of action for my situation was to contact the official Sony Repair Services. I had heard horror stories that would challenge the most shady of creepypastas out there, but I approached this with an open mind and open wallet. After getting everything initially started with the repair process, I sat back and waited to see what was next. Lo and behold, shortly after completing my initial contact, I received a warm hearted email from the PlayStation Consumer Services Team. This eased my initial fears a little bit and let me know exactly what I should expect for next steps.

ServiceInformationEmail

I’ve included the full transcript of the email below, removing any personal information. I assume this is a template that is sent out to others initiating the repair process. This contains some good information and set my expectations for what was to come.

Hello Benjamin,

We know it can be frustrating when things are not working the way you anticipated and we apologize for any inconvenience you may have experienced.

Please follow the service information below to get you back up and gaming as quickly as possible.

With regards,
The PlayStation Consumer Services Team

What you need to do :

You will be receiving a box from us with prepaid shipping to our service facility.

Please make sure to read all of the instructions in the Service Information pack-in that is inside the box. Missing one of these steps may affect how fast we can get your system back to you.

Include a copy of your valid Proof of Purchase
A valid Proof of Purchase contains:
Store Name
Item Name
Price
Purchase Date
Please note, we do not accept handwritten receipts.

Pack the system
Please make sure you pack the system as instructed to help prevent damage while it is being shipped to our service center.

Include your Service Information
You can fill out the form on the pack-in or include the information in this email.

Service Information :

Service Request Case #: W-081xxxxx
Name: Benjamin Palmer
Phone: xxxxxxxxxx
Address: xxxxxxx, xxxxxxx, xx
Model #: xxxxxxxxx
Product Name: PLAYSTATION 4 HARDWARE

Is there a disk stuck inside your system? YES NO (Circle one)

Frequently Asked Questions on Service :

How long does service take?
Turn-around time for the service is about seven (7) to ten (10) business days from the time we receive the system.

What about my warranty?
Once service is complete, your serviced system will be sent to you with a new 90 day limited service warranty. This new warranty will not affect your original manufacturer’s warranty. You will continue to be covered under the remaining portion of your original 1 year warranty. Your service warranty ends 90 calendar days after you receive your system.

Will I receive any notifications about my service?
You will receive emails at the email address you provide to PlayStation Consumer Services. We will send an email when the system is received and another when the system is shipped back to you. Please remember to check your bulk and junk folders for this email.

How do I check the status of my system?
You can check the status of your system online using your Service Request Case Number (shown above).

Important Information About Service :

*Final determination on Warranty Status is determined by the Service Center. Systems that do not meet the Manufacturer’s Limited Warranty Terms and Conditions will be considered “Out of Warranty” and there will be a charge for service or your system will be returned to you without service.

This service process is for consumers only. Retailers and third party providers are not eligible.

The Service Center reserves the right to repair, exchange with a factory certified system, or return your system to you according to their diagnosis. If the unit cannot be serviced, a $25.00 assessment fee will be charged, plus shipping and applicable taxes.

Your system will be returned to you at the address you provided. We are unable to change this address once the unit has been processed for service.

Your system will be RETURNED WITHOUT SERVICE due to any of the following:
Excessive wear and tear, neglect, abuse, accident and/or modification.
Serial Number Label has been tampered with, cut, torn or removed.
Model received does not match the model you requested service on.
Invalid Service Request Case #: This service offer is good for thirty (30) days from the date of your request.
Looking for more PlayStation support news?

Follow us on Twitter at @AskPlayStation for the latest tips, tricks, troubleshooting and support information.

Privacy Policy
We value your privacy. Your personal information will not be shared with third parties. For more information, please read our Privacy Policy.

Do Not Reply To This Email
Please do not reply directly to this email. PlayStation Consumer Services will not receive a reply message.

Don’t Know The Sender?
You are receiving this email because you contacted Sony Computer Entertainment America LLC (SCEA) for assistance with your PlayStation® system. This communication contains proprietary information and may be confidential. If you are not the intended recipient, the reading, copying, disclosure or other use of the contents of this email is strictly prohibited and you are instructed to please delete this email immediately. If you believe you have received this email in error, please contact SCEA Consumer Services Department.

© Sony Computer Entertainment America LLC “PlayStation” and “PS” Family logo are registered trademarks of Sony Computer Entertainment Inc.

Well, this was all positive news as far as I was concerned. At least I knew all my efforts that I did online earlier were getting processed and that Sony had acknowledged the submission. But, this really was only the first information I received directly from them, what else could I expect? I wasn’t holding my breath for any kind of TV evangelist miracle to happen. So I called it a night and waited to see what the morning brought.

…this was all positive news as far as I was concerned.

As an early riser, I was anxious to see if there were any further developments in this little pseudo-science project of mine, so I hopped on my email and was graciously presented a second email from the PlayStation Consumer Services Team. This one had even more information than the first and even included tracking numbers! In my best George Takei voice, I let out an “Oh my” and proceeded to see what they were telling me to expect this time.

ShippingInfoEmail

The email explained, in detail, what to expect, the timing of everything, and additional details about warranties and costs. I’ll include the full transcript below. Again, this is probably a template email generated by the service process which just substituted the details of my ticket into the pertinent fields. Personal details have been scrubbed like an X-File.

Hello Benjamin,

A shipping box is on the way to you via FedEx.

We know you’re anxious to get back to gaming, so we’ve included the tracking number of the shipping box you will receive.

Your shipping box will already have a shipping label with a pre-assigned tracking number. We’ve included this second tracking number so you may track your system once you’ve shipped it to our Service Center.

This usually takes approximately three (3) to five (5) business days.

If you need help preparing your system for service, please visit our PlayStation Knowledge Center for helpful information.

Tracking Information :

Name: Benjamin Palmer
Service Request Case #: W-081xxxxx
Model #: xxxxxxx
Product Name: PLAYSTATION 4 HARDWARE

Tracking Number for the shipping box coming to you:
[Track ASB Outbound] xxxxxxxxxx

Tracking Number after sending your system to our Service Center:
xxxxxxxxxx

Frequently Asked Questions :

How long does service take?

Turn-around time for service is about seven (7) to ten (10) business days from the time we receive the system.

What about my warranty?

Once service is complete, your serviced system will be sent to you with a new ninety (90) day limited service warranty. This new warranty will not affect your original manufacturer’s warranty. You will continue to be covered under the remaining portion of your original one (1) year warranty. Your service warranty ends ninety (90) calendar days after you receive your system.

How do I check the status of my service?

You can check the status of your service online using your Service Request Case Number (available above).

With regards,
The PlayStation Consumer Services Team

Privacy Policy
We value your privacy. Your personal information will not be shared with third parties. For more information, please read our Privacy Policy.

Do Not Reply To This Email
Please do not reply directly to this email. PlayStation Consumer Services will not receive a reply message.

Don’t Know The Sender?
You are receiving this email because you contacted Sony Computer Entertainment America LLC (SCEA) for assistance with your PlayStation® system. This communication contains proprietary information and may be confidential. If you are not the intended recipient, the reading, copying, disclosure or other use of the contents of this email is strictly prohibited and you are instructed to please delete this email immediately. If you believe you have received this email in error, please contact SCEA Consumer Services Department.

© Sony Computer Entertainment America LLC “PlayStation” and “PS” Family logo are registered trademarks of Sony Computer Entertainment Inc.

Now I was giddy like a schoolgirl and filled with excitement. Like a kid on Christmas, I was impatient and started tracking the shipment through FedEx immediately. The arrival took 3 days; it was shipped on Monday, October 19 and arrived late Wednesday, October 21. While I was waiting for the box to arrive, I went ahead and dug into the support links from the email to see if the official Knowledge Center had any more insight to offer.

As luck or fate would have it, serendipitously the first article I saw was instructions on how to remove a stuck disc from your PS4 system. Recalling that in my haste to troubleshoot and report the issue, I had completely forgotten about my Destiny disc entombed inside the PS4 sarcophagus. I followed the directions to a T, retrieving the disc like Indiana Jones grabbing the golden monkey head. There was no giant crushing boulder to run away from though when I was done.

Protip: Don’t forget a disc in your system!

It felt odd to be receiving a package from Sony without anything in it to crack open and play, so the excitement wore off relatively quickly. What was included in the box was some styrofoam supports designed to hold and hug the PS4, a pseudo-fabric bag to place the PS4 inside of, a single strip of packing tape to seal the box for return shipping, and an instruction sheet that had a detachable form I had to fill out. You can see everything I received in the images below.

…I sealed the PS4 into its coffin…

Once everything was filled out and packed up according to the powers that be, I sealed the PS4 into its coffin, taped it shut, peeled off the shipping label to reveal the return label, and cried a small tear as if sending off a child to college. After all, there wasn’t much more I could do. The rest was left in in the hands of a trusty FedEx driver and the capabilities of a handy Sony repair technician.

shippingboxpacked

Once the package was on its way, I tracked this one as it headed across country to its final destination at Fort Wayne, IN. This too took 3 days, from Monday, October 26 to Wednesday, October 28. Sony must be on the ball, as no sooner had I closed down the web site, I received an email from the fine folks on the PlayStation Consumer Services Team.

RepairReceived

They had received the unit successfully (thank you FedEx, you the real hero here!). You can see a full transcript of the email below again using a template format. All personal details have been redacted like a sanitized release from the CIA.

Hello Benjamin,

We have received your system for service at our Service Center.

Turnaround times for most products are seven (7) to ten (10) business days.

Please note, turnaround times may vary depending on your product, type of service being performed, and any courier impact.

Checking the Status of your Service :

You can check the status of your service online using your Service Request Case Number (available below).

Consumer Information :

Contact Date: 10/18/2015
Name: Benjamin Palmer
Service Request Case #: W-081xxxxx
Date Received: 10/28/2015

With regards,
The PlayStation Consumer Services Team

Privacy Policy
We value your privacy. Your personal information will not be shared with third parties. For more information, please read our Privacy Policy.

Do Not Reply To This Email
Please do not reply directly to this email. PlayStation Consumer Services will not receive a reply message.

Don’t Know The Sender?
You are receiving this email because you contacted Sony Computer Entertainment America LLC (SCEA) for assistance with your PlayStation® system. This communication contains proprietary information and may be confidential. If you are not the intended recipient, the reading, copying, disclosure or other use of the contents of this email is strictly prohibited and you are instructed to please delete this email immediately. If you believe you have received this email in error, please contact SCEA Consumer Services Department.

© Sony Computer Entertainment America LLC “PlayStation” and “PS” Family logo are registered trademarks of Sony Computer Entertainment Inc.

Upon checking the online status of my service request, I am greeted with simply the notification that they have received the unit and that the services would take 7 to 10 business days. Ugh. This is going to feel like an eternity before anything progresses further.

RepairStatusCheck

Here ends this portion of our program. To date, I have experienced the ups & downs of PlayStation 4 ownership, successfully navigated the deep waters of the service & repair process, and have sent the console into the void of a Sony service depot. I will now sit and wait patiently for an update to come through the wire. Good things come to those who wait, right?

What’s next for our hero Ben as he awaits a signal from Sony? Will his PS4 rise from the ashes like a Phoenix reborn? Will Sony crush his hopes & dreams of ever gaming again? Does Josh play Skylanders more than Disney Infinity? Come on back for Part 3 when all these burning questions will be answered and we complete our journey. Until then PS Nation, get out there and play some games!

Anyone looking for follow-up discussions or seeking additional information or details, please visit our forums & this thread – PlayStation Service and Repair Q&A and I’d be happy to respond to your questions.

Written by Ben Palmer

Ben Palmer

An avid video game enthusiast who loves collector’s editions, retro gaming & the history of this great hobby.

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