It's what every gamer dreads at some point. One day, you grab your DualSense controller, press the power button on your PlayStation 5, and the console won't turn on. Or even worse, you're in the middle of a game, the screen freezes, and your PS5 won't recover. If you're having problems with your PlayStation 5 and need to use the warranty , here are all the steps you should follow to get Sony to repair your unit. And while you're digging through your drawers for your receipt, we'll also give you some steps to help you identify the source of the problem before contacting PlayStation Support.
How to repair a PS5 under warranty
The first thing you should do is contact the store where you bought the console immediately. It's very important to have your receipt, as you'll need it to prove you purchased the console from that store.
These are some of the contact methods of the main distributors in Spain. Contact through them to find a solution to your problem:
- Amazon
- MediaMarkt
- MediaMarkt support page
- Phone: 900 205 000
- Official Twitter: @MediaMarkt_en
- El Corte Inglés
- El Corte Inglés support page
- Phone: 900 373 111
- Contact WhatsApp: 609 72 75 51
- Carrefour
- Carrefour support page
- Phone: 914 908 900
- Contact WhatsApp: 628 018 289
- Worten
- Game
- PC Components
- PC Components Support Page
- Phone: 968 977 977
- Contact WhatsApp: 609 72 75 51
Problems with your PS5? So you can solve them
In any case, before processing the guarantee of your PS5, you should check 100% that it is not a localized and specific error. On many occasions, a simple configuration adjustment could leave your console without an image due to certain incompatibilities with your television, or a stuck disk could be the source of your problems.
To help clear up any doubts, the official PlayStation support page has prepared a wizard where you can resolve questions until you find the possible problem you're experiencing with your console. If this is fixed, it could mean avoiding having to contact technical support and suffering the consequences of being without your beloved console for a while.
To visit the questions and answers website of the official support website, you only need to take the following steps:
- Enter the section Fix & Replace from the PlayStation support website
- Select PS5.
- Choose between the version with disc or the digital version, depending on your case.
- The wizard will ask if this is your first time using the PS5 system. If so, it will indicate the first steps of connecting the HDMI and power cable. In case it is not your first time with the system, different options will appear to you to try.
It will be there where you define what type of problem you are suffering with your console, and from there you will get different answers with the step by step to take to solve it.
PS5, horizontal or vertical?
In early 2022, news surfaced about potential problems our PlayStation 5 consoles might experience depending on their orientation. As you know, Sony has almost universally promoted the console in a vertical position, although, as we mentioned, some have recently warned of possible damage if it's kept like that for extended periods. The console's design reveal event, any promotional photo... everywhere you look, you can see the machine standing upright, showing off its undulating shape.
The reason for this (theoretical and unconfirmed) problem lies in the liquid metal located between the processor's IHS and the heatsink. This liquid metal conducts heat away from the chip, and because the PS5 is positioned vertically, gravity could theoretically prevent it from reaching all areas, leaving unprotected critical zones with temperatures they are not designed to withstand. Ultimately, this could cause the console to overheat and shut down unexpectedly to prevent further damage to the hardware.
Sony, for the time being, has sought to avoid any controversy, and Yasuhiro Ootori, head of Sony's design department (pictured above), has stated that " There is no difference in cooling performance between a PS5 in a vertical and a horizontal position. I think some believe that placing it vertically improves cooling due to the so-called chimney effect, but in a system with ventilation [of this type], this effect is not so relevant; the PS5 performs according to Sony's specifications regardless of its position."
According to the company, there's no reason to believe that using the PS5 vertically will cause any damage , despite some speculation that has been circulating among users on social media. Sony has categorically denied this, so there's no reason to think these consoles will malfunction depending on their orientation. So, if you're Team Vertical , keep it that way—it's fine. And if you're Team Horizontal … you can do that too.
Will the console be returned to me as I delivered it?
Sony is committed to returning the machine in perfect working order, regardless of its cosmetic condition. However, it's important to note that if the SSD has problems and requires repair or replacement, all data stored on it will be erased, as Sony advises that it will perform a complete format of the drive.
Remember this to, above all, upload saved games to the cloud or make a backup copy on an external drive of both the screenshots and the videos that you may have recorded during this time. Otherwise, you are going to have a little tantrum when you see that the SSD drive is completely empty.
If you've installed an additional SSD in your PS5, we also recommend backing up any important data such as screenshots, videos, or saved games and removing it before shipping. You don't want a misunderstanding that could lead to a complete console replacement and leave you without your brand-new MV.2 drive when it arrives back. And just as easily as you installed it, you can remove it from the expansion slot.
What assumptions does the Sony warranty NOT cover?
As with all warranty services, there are certain situations that may not apply, and these are often the root cause of problems between customers and companies : there are usually differences in perception regarding the nature of the issues we're experiencing. So, we're going to list everything that Sony itself includes in these conditions that we often accept without even reading them. These are:
- Periodic maintenance or replacement outside of the official service of certain parts that They have been worn out by the use of the console.
- Damages derived from improper use such as physical changes in the appearance of the console, installation or use of products in a manner other than that indicated in the Sony user manual; as well as the installation or use of accessories that do not respect the technical and safety standards of the country in question; and lastly, maintenance of the product carried out by the user in a manner other than that recommended by Sony.
- Will not cover warranty using the console (in this case) with different software to the one officially provided, as well as incorrect installation of Sony software or a virus.
- Use of the product with accessories that may be considered outside "the standards established by Sony for the product in question."
- Repairs or modifications to the product carried out by services or companies other than Sony and its "Authorized Service Network".
- Product updates that have not been covered in the instruction manual.
- As well, console mods to adapt it to the technical standards of a country for which it was not designed.
- Finally, any accident, negligence, fire, liquid, chemical, flood, vibration, excessive heat, electrical overload, inadequate ventilation, excessive voltage supply, radiation, electrostatic discharge (such as lightning) or impact that you may sustain will not be covered by the warranty. the console.
Keep all of the above in mind so you have as much documentation as possible for Sony regarding any of the points mentioned above that you're certain didn't happen as they claim. Because even though the official service centers' policy is to guarantee proper service and avoid creating too many obstacles, it's common to encounter the "employee of the month" who insists on telling you that you've done something wrong that you know for a fact didn't happen. So be careful…
How to contact PlayStation?
In the event that none of the solutions proposed on the support website serve to put an end to your problems, you can always contact PlayStation customer service to try to manage a repair in case the console needs it. and, thus, let Sony's own experts be the ones to fix it.
It's clear that if it's under warranty, you won't have to struggle to get anything extra, or even pay extra, so if the problems persist, you can expect a complete replacement. However, given the shortage of units on the market, we're not sure if that would be a great solution.
Sony's customer service number in Spain is 911 147 422 , and they are available Monday to Friday from 9:30 a.m. to 19:30 p.m. (peninsular time). They may be able to offer you a definitive solution or, if necessary, arrange for the product to be collected for repair. All of this is free of charge.
What happens if my console is out of warranty?
It's important to note that, currently, not a single PS5 is outside the manufacturer's mandatory two-year warranty period, as the first units sold in 2020 won't reach that age until November 2022. So, for now, you don't need to check that information. However, the specific usage of the console that caused the issue might not be covered by the Japanese manufacturer's warranty.
If your console is out of warranty, Sony will give you a quote that you can accept or reject depending on whether the repair is worthwhile . In many cases, the cost of repairing the console may not be worthwhile, so in that case, it's usually best to consider buying a new one.
However, there have been cases of endemic failures of this console and previous ones in which Sony can reach an agreement with the client. Basically you send your console, you pay an amount that the technical service will tell you when you contact them by phone and they will send you back a console just like yours, but refurbished, that is, what we know as 'refurbished'.
In these cases, even if it's a refurbished console , Sony will guarantee an extended warranty period and the assurance that the device has been inspected by their team of professionals. In these situations, you'll have to decide for yourself whether it's worth paying for a refurbished PS5 or if it would be more cost-effective to sell your console to a technician or someone skilled at repairing it and use the proceeds to buy a working new or used unit.
Now you know all the steps you must do in case your PlayStation 5 fails. From following the initial steps to solve some type of specific failure such as contacting the support team so that they can repair your unit if necessary.