Sony Electronics Inc.

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.

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.

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 repair
8/17 - Wednesday: Received notification that shipping box was on the way
8/19 - Friday: Shipping box actually gets sent out (why the delay?)
8/22 - Monday: Box received and PS5 shipped back to repair center
8/23 - Tuesday: Box delivered (Center is about 6 hrs away from my place)
8/25 - Thursday: Finally acknowledges shipment was received via service page/email update
8/26 - Friday: Got the ‘Fixed’ notification and also that the label was create at 8am CT for return of my PS5
8/30 - Tuesday: Finally shipped out even though label was created and ready at 8am on Friday when I got the notification
8/31 - Received my replacement unit and all is right in the world

Not 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.