On 07 November 2024, I purchased a Sony PlayStation 5 Pro. Within days, the unit began experiencing catastrophic crashes—not just errors, but complete power-offs. These crashes occurred unpredictably: mid-game, in rest mode, after just 15 minutes of use, overnight—essentially at random. Diagnosing the issue was impossible.

Naturally, I ruled out all potential external causes. I replaced the HDMI cable, tested on multiple televisions, eliminated any extension cords, switched from Wi-Fi to Cat7 Ethernet, tried various games, and performed every recommended troubleshooting step. Nothing worked.

On 06 December 2024, I returned the unit to MediaMarkt, where I made the purchase, only to discover that a refund or exchange was not allowed. MediaMarkt informed me this restriction was imposed by Sony. Instead, my only option was to send the unit back for warranty repair. Reluctantly, I complied.

Fast forward to 04 January 2025, and I noticed no updates regarding the repair status. Upon revisiting MediaMarkt, I was shocked to learn that my defective PlayStation 5 Pro had not even been shipped to Sony yet! MediaMarkt explained that they are unable to send such units back until Sony authorizes shipment, which they claim they had not yet received.
This experience highlights a glaring issue: the true measure of a company is not when its products function properly, but how it handles failures. In Sony's case, their behavior is abysmal.

Sony's track record for poor customer treatment is not new. Consider their DualSense controllers, infamous for defective sensors leading to stick drift. Despite knowing about these defects for years, Sony has made no meaningful efforts to resolve the issue, leaving customers to purchase replacement controllers repeatedly—effectively treating a design flaw as a revenue stream. These same faulty controllers are still shipped with the PlayStation 5 Pro, demonstrating Sony's clear indifference to customer satisfaction.

Sony was also vastly aware of this problem with Playstation 5 Pro. There is no way they failed to immensely test their product prior to production, nor is there any way they failed to test their production unit quality, unless Sony wants to make a statement about development quality being poor. Sony shipped these units weighing the risk on the percentage of units requiring replacement and then instead of fixing it, took the risk at our expense.

It's evident that Sony prioritizes profits over customer experience. They appear to accept the risks of social media backlash, customer dissatisfaction, and warranty complaints as a trade-off for maintaining their profit margins. As a result, customers are left with defective products, poor service, and the distinct impression that Sony does not care as long as they get your money.

For me, the message is clear: Sony has lost me as a customer for life. I have been a customer since PS2. It is not that I am impatient. I have no choice in the matter. It has only been 30 days, but at this exact moment it appears it will be 60 or more days to return. It is not the spent €800 either. It is more about the statement that can be deemed from the behavior. When my PlayStation 5 Pro is eventually returned (whenever that may be), I will sell it immediately. There is nothing unique about Sony's ecosystem that cannot be replicated or even exceeded by Steam or Xbox. My experience with PlayStation is no longer special or worth the frustration.

This entire ordeal has revealed Sony's true priorities, and they are not with their customers.

Shame on Sony.

#ShameOnSony #SonyCustomerService #PS5ProDisaster #PoorQuality #BadService #SonyFails

Let's put a software update where I need to hook up ps4 to a laptop bc I can't connect to WiFi I'm not buying a laptop to play this piece of garbage

I've been a customer to Sony since PS1.
Yesterday, I noticed my PSN account was signed out of, which struck me as odd because I never sign out.
I proceed to sign in, only to be denied access to my account after submitting the correct password multiple times.
I then opted to change thus password only to be asked to a enter code sent to a phone as a 2-Step verification process. Thinking that I must have put this 2-Step process on years ago and that I couldn't remember the number due to how much time has passed (in which they give you no option to change on your end or theirs and in all actuality I had found that the number on the 2-Step process was phantom), I chose their only other option of a backup code.
Problem is, for this code, you'd need to be signed into your account (which is asinine because if you had access to it, you wouldn't even need this particular process).
I then opt to use their Virtual Assistant but it's so horrible being that they only offer this service for password reset and you don't even talk to a bot, you have to chose the one option the VA presents.
Next option was chat. Spoke to 2 incompetent, condescending, agents who did nothing but exacerbate an already frustrating situation. They ask some of the silliest questions for security... questions that a long time customer such as I would not remember.
So I called in only to be hung up on my first call.
2nd call, the agent was spectacular! Got me access to my account, helped me figure out that there were purchases that I didn't make and reimbursed me thereafter, took the 2-Step verification off, and was very professional.
Knowing that the account was compromised, I felt good changing the password and alerting Sony.
2 hours later, I missed an email stating that the 2-Step verification process was added back to account.
I go to use my account later that night and once again, I am signed out and my new password did not work. Sony doesn't offer customer service late.
Next day, after changing all of my email securities, I call Sony, explain my situation and that I called yesterday, feeling confident there has to be someway to remove the phone number from my account on the 2-Step process. A number that has already been proven to be added by whoever gained access to the account and used my debit. I have no kids who can sign in, change passwords, and buy games, yet download them--but not to my system, etc. It's the only way to access the account and everytime I send for a code, it's sent to the phone of whoever has hacked me.
LITERALLY WHAT SONY TOLD ME- There's nothing they can do because my actions the prior day in taking security measures put the account "under protection" and "no one" can change "anything" on it. Which confused me because obviously, "someone" changed the password and re-added the 2-Step process only a few hours later.
I was then told I need to try to access the account on my own, even though this 2-Step process with the hackers phone is still on it and they claim they cannot change a thing. Only for that to be followed up by being told if I cannot, I may lose account indefinitely or entirely. Yup years of money spent on Playstation.
I google this Playstation hack, only to find that countless others have suffered the same fate and have already lost their accounts entirely. And now I'm a sitting duck.
The scariest notion of them all are articles claiming Sony themselves, or their employees the least, as possibly being responsible for these hacks. And man I tell you, when you analyze 90% of your interactions with these "Sony agents", you can't help but feel slightly pessimistic.
There are other reasons, such as account stealing and selling and stuff like that but after this experience, if I am truly out of my PSN account, I will change consoles without an inkling of looking back. Ever. Good riddens.

Over two decades ago, I purchased various Sony products. The last was a VCR. I stopped buying their products because I believed Sony was overrated because their products had too many problems. I had trepidations when looking at new tvs last year. But, I hoped time had improved the company; it hadn't. I made another error when I bought a Sony. Not attaching images (no need) or proof of purchase (too personal).

Now, I have a $700 television under a year old and has a warranty but the tv has a problem
With sound and Sony is refusing to honor their warranty. I'd be happy to repair it but Sony
Doesn't do that, they only send replacements. This renders the warranty useless. I have two
Other tvs that work with the same shows and are fine. I took one of the two tvs, a $239 LG
And plugged it into the main cable box as the Sony and the LG worked. The setup of my Sony is out of the box vanilla and Sony still couldn't resolve the problem and still refused to honor the warranty.

Two Sony reps blamed the problem on my cable company. I'd like to blame my cable
Company (really, I would - I don't like them) but it's not the problem. One rep kept telling me to look in my cable box and I said I can't. We were in this "loop" several times before my blood pressure went up and I got mad at him. I've had three cable companies and I couldn't do that with any of them. I got off the phone, called my cable company and asked the question per the Sony rep. He spelled it out for me and gave me his direct number to call back. The cable rep told me what the setup was. I called the rep back, he didn't believe me and wanted me to conference him into a call (I couldn't do that – I don't know how and he refused the cable co. Number – he could've called so he obviously wasn't interested in resolving the issue). He insisted a replacement tv would have the same issue and I said I'll never believe that (problem started after 10 months and works with two other cheaper tvs). I spent hours on the phone,
Chats, replacing things like the HDMI cable, ports, and researching the issue.

So, I will toss the tv rather than allow my blood pressure to climb each time something cuts out sound. Sony was always too big for its britches. Now they have a computer in the tvs and can't handle issues sufficiently to keep any consumer happy with them.

I love sony it offers free games