Identifying the Issue
Before sending your PS5 controller for repair, it’s crucial to identify the problem. Common issues include stick drift, unresponsive buttons, or connectivity problems. If you’ve experienced these issues and basic troubleshooting hasn’t resolved them, it may be time to consider a repair.
Preparing for the Repair Process
To initiate the repair process, you’ll need the following information:
• Your controller’s serial number (located on the back of the device)
• Date of purchase
• Description of the issue
Make sure to have your proof of purchase ready, as this may be required during the process.
Contacting Sony Support
The next step is to contact Sony Support:
Call 1-800-345-7669 to speak with a representative.
Explain the issue with your controller.
The representative will guide you through additional troubleshooting steps.
If the problem persists, they will provide instructions for sending in your controller.
Creating a Repair Request
Alternatively, you can initiate a repair request online:
Visit the PlayStation Support website.
Navigate to the hardware repair section.
Select “DualSense controller” as the product.
Enter the required information, including serial number and purchase date.
Describe the issue you’re experiencing.
After submitting the request, you should receive a confirmation email with a case number.
Packaging and Shipping Your Controller
When preparing your controller for shipment:
• Remove any accessories, including back buttons and button caps.
• Leave the stick modules attached.
• Include your proof of purchase and case number in the package.
• Use secure packaging to protect the controller during transit.
Ship the controller to the address provided by Sony support.
Tracking Your Repair
Once Sony receives your controller, you can track the repair status using your case number. The repair process typically takes a few days to a week, depending on the issue and workload.
Alternative Options
If you’re unable to wait for the repair process, consider these alternatives:
• Purchase a new controller and use the warranty for a replacement later.
• Check with local repair shops for faster service options.
Remember that using unauthorized repair services may void your warranty.