How to process the warranty of your PS5 and solve the most common problems

It is what every player fears at some point. One day, you grab your DualSense, press the power button on your PlayStation 5, and the console won't turn on. Or much worse, you are in the middle of a game, the screen freezes and your PS5 does not recover from the problem. If you have problems with your PlayStation 5 and need to do use of warranty, these are all the steps you need to follow to get Sony to repair your drive. Of course, while you search through the drawers for your purchase ticket, we are also going to leave you a few steps so that you can detect the origin of the problem before contacting the PlayStation SAT.

How to repair a PS5 under warranty

The first thing you should do is immediately contact the store where you bought the console. For this, it is very important that you have the purchase receipt, since it will be necessary to prove that you purchased the console in said establishment.

These are some of the contact methods of the main distributors in Spain. Contact through them to find a solution to your problem:

• Amazon
  • Amazon Spain support page
• MediaMarkt
  • MediaMarkt support page
  • Phone: 900 205 000
  • Official Twitter: @MediaMarkt_en
• El Corte Ingles
  • 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
  • Worten support page
• Ranges
  • Game support page
• 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.

With the idea of ​​leaving doubts, the official PlayStation support page has prepared an assistant in which you will be able to solve doubts until you find the possible problem that you are suffering in your console, which in case of being fixed, could mean avoiding having to contact the technical service 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

PlayStation Fix & Replace

• 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?

At the beginning of 2022, news reached the media about possible problems that our PlayStation 5 could suffer depending on the position in which we use them. As you know, Sony has promoted in a practically general way the image of your console always in portrait mode, although as we tell you, recently there are those who have warned of possible damage in case of keeping it like this for a long time. The presentation event of its design, any promotional photo of the console... everywhere it is possible to see the machine standing upright, boasting of its wavy forms.

The reason for this (theoretical and unconfirmed) problem must be found in the liquid metal located between the IHS of the processor and the heat sink that conducts heat away from the chip and that, since the PS5 is placed vertically, can theoretically cause it to Don't get everywhere by gravity, letting unprotected critical areas reach temperatures they're not ready for. That could ultimately cause console overheating and sudden shutdowns to avoid further damage to the hardware of the machine.

Sony, for now, has wanted to avoid any controversy and Yasuhiro Ootori, head of Sony's design department (you have him above, in the photo) has declared that «There is no difference in cooling performance between a PS5 one vertically and one horizontally. I think some people think that placing it vertically favors its 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 works to Sony's specifications whatever position it is in."

According to the company there is no reason to believe that damage can occur if we use the PS5 in portrait mode, in spite of some speculation that are arriving little by little from users through social networks. Sony has categorically denied this, so there is no reason to think that these consoles are going to fail by having them in one position or another. So if you are from team vertical, keep it so nothing happens. And if you are from Horizontal Team… also.

Will the console be returned to me as I delivered it?

Obviously Sony is committed to returning the machine in perfect working order, without going into the aesthetic section of it. Now, it is important that you keep in mind that in the event that the SSD has problems and is affected, since a repair or replacement is needed, all data saved and stored inside it will be deleted, since Sony warns that it will proceed to the complete format of the unit.

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.

In the event that you have installed an extra SSD storage unit on your PS5, we also recommend that you make a backup copy of important material in terms of screenshots, videos or saved games and remove it before shipping. It is not that at some point it is necessary to change the entire console and a misunderstanding occurs that leaves you without your brand new MV.2 unit in which you get home back. And it is that as easy as you installed it, it is possible to remove it from the expansion slot.

What assumptions does the Sony warranty NOT cover?

As it happens with all warranty services, there are a series of assumptions that we will not be able to take advantage of and that, on many occasions, are the ones that cause problems between the client and the company: there are often differences of perception about the nature of the problems we suffer. So we are going to list everything that Sony itself contemplates within those conditions that we usually accept without even reading. Are these:

• 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 to have the best possible documentation before Sony on any point of the above that they want to hold on to and that you are clear that it has not occurred as they say. Because although a priori the slogan that the official services have is to guarantee the correct attention and not put too many obstacles, It is common for us to come across the employee of the month and this insists on telling us that we have done something wrong that we know for sure has not happened. 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 is clear that if it is under warranty you will not have to hit yourself for getting anything extra, or paying, so if the errors persist, a complete change can be expected. Although with the scarcity of units on the market, we don't know if that would be a great solution.

Sony's customer service number in Spain is 911 147 422, and they will assist you from Monday to Friday from 9:30 a.m. to 19:30 p.m. (peninsular time). They may know how to offer you a definitive solution there or, otherwise, request the collection of the product to proceed with the repair in case you need it. All at no cost to you.

What happens if my console is out of warranty?

It is important to say that, at the moment, there is not a single PS5 that is outside the warranty period Mandatory two-year period by the manufacturer since the first units that were put up for sale in 2022 will not begin to serve that time until November 2020. So for now, you will not have to verify that information. Another thing is that the use that we make of the machine, and that has caused the incident, is considered not covered by that protection program of the Japanese.

In the event that your console is out of warranty, Sony will give you a budget that you can accept or not depending on whether it compensates you pay for the repair. In many cases, the cost of repairing the console may not be worth it, so in that case it is normal for us to consider getting a new unit.

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 is a console repaired, Sony will guarantee us an extra warranty period and the assurance that the device has been reviewed by its team of professionals. In these cases, you will have to assess for yourself if it is worth paying to get a refurbished PS5 unit or if it will be more costly for you to sell your console to a technician or anyone with skill in repairing it and, with what you get, buy a new one. first or second hand functional 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.