back
Article

PlayStation Online Service Request FAQ

« Go Back

Information

 
Keywordsservice
Body

Online Service Request Questions

Warranty Questions

After your Request has been Submitted


Online Service Request Questions

Who can use Online Service Request?
This process is for consumers with select models of PlayStation®2, PlayStation®3, PlayStation®4, and handheld systems. We do not offer service for PS™one, PlayStation® systems and select PlayStation®3 models. If you have a model that is not offered through our online site, please contact us.
Back to Top[Back to Top]
 

What if I need service on a different model?
For all other systems, please visit our Support section for our latest Knowledge Center articles, troubleshooting and forums on your system. If you need assistance with your system, please search for your issue in our Knowledge Center. Check below the relevant article(s) for the best way to contact Consumer Services about your particular issue.
Back to Top[Back to Top]
 

How do I get my system serviced?
It's easy! You submit your service request via our Online Service Request page. Once we receive and review your request, you will receive an email within 24 hours from PlayStation Consumer Services with specific instructions. Next, package your system and send to Sony Interactive Entertainment America. Then, you will receive a replacement system (serviced or recertified exchanged (at our option). Please do not send your system before receiving the email with instructions.
Back to Top[Back to Top]
 

What if my system has been serviced before, can I get service?
If your system has been serviced within the past 90 days, please contact Consumer Services in order for us to better assist you. For faster service, please have your original Service Request number available.
Back to Top[Back to Top]
 

What is an acceptable proof of purchase?
You must have a valid proof of purchase for your system to be serviced as within warranty and the proof of purchase must accompany the system for warranty coverage. Acceptable proof of purchase is: a copy of the printed store receipt (with the store name, system itemized, the price, and a valid purchase date clearly printed). We do not accept handwritten receipts.
Back to Top[Back to Top]
 

What if I cannot find my receipt?
If you cannot find your proof of purchase, your system is considered out-of-warranty. If you purchased your system within the last year, most major retailers can reprint your receipt for you. If your system was a gift, please check with the person who gave you the gift for a copy of the receipt or a gift receipt.
Back to Top[Back to Top]
 

What is the procedure for using my credit card? When is my card charged?
SIEA doesn’t recommend using prepaid debit / credit cards. If possible, please use bank-issued credit cards / debit cards. When submitting an out of warranty Online Service Request, your credit/debit card will be authorized at the time of the transaction, which puts a hold on those funds. Please keep in mind that we do not charge your card until we service your system. The number of days your bank will hold these funds will depend on the bank's policies. Please make sure to note the authorization amount being held against your total balance to avoid any overdraft penalties from your bank. SIEA is not responsible for any overdraft fees that are caused by funds that are authorized.

Back to Top[Back to Top]
 
How do I protect my personal data?
The data on your system will not be saved by our service facility. We highly recommend deleting all personal information, including any PlayStation®Network account details prior to sending your system in for service. Please be sure to back up all data on the HDD that you wish to save. For instructions on protecting your personal data and backing up your data, please click on the article links below: Back to Top[Back to Top]
 

Warranty Questions


How can I tell if my system is within warranty? What will void my warranty?
  • In-Warranty:
    • Your Console was purchased within one year of today.
    • You can provide a copy of the original store receipt.
    • Warranty has not been voided. (See Out of Warranty)
  • Out of Warranty:
    • Your system is over a year past the purchase date.
    •  
    • Product damage or failures caused by physical abuse, neglect, accident, excessive wear and tear, or modifications not performed by SIEA or designated SIEA representative may void your warranty.
    • Serial number label on your system has been removed, cut or tampered with.
    • If the unit has been used in a business (as a rental, for display, etc).
Back to Top[Back to Top]
 

My hand held console is cracked. Can I get Service?
Under normal use, the handheld system screen does not crack. If excessive pressure is applied or an impact occurs to the hand held screen the LCD screen and/or the system case may crack or be damaged. The Limited Warranty for the handheld system does not cover physical damage, including damage to the LCD screen. If the lines on the internal LCD screen appear to be permanent (even after turning off the handheld system), this would indicate damage to the internal LCD screen components. If the LCD Screen appears cracked (i.e. spider-web like lines, blotchy/runny images, lines on the screen) even if the external clear casing does not appear to be damaged, the hand held system will be considered out of warranty. Final determination of a system's warranty status is made by the service center technicians after reviewing the system.
Back to Top[Back to Top]
 

I am within warranty, how much will my service be?
Warranty service for eligible systems is available at no charge for twelve months from the date of purchase. Once we receive your system, SIEA's service center technicians will examine it to confirm that if it is covered under warranty. If your system is not covered under warranty, you will be contacted with options for getting your system serviced. *Product damage or failures caused by physical abuse, neglect, accident, excessive wear and tear, or modifications not performed by SIEA or designated SIEA representative may void your warranty. Warranty (void) seals, serial numbers or product manufacturers labels found missing or physically tampered will void your warranty.
Back to Top[Back to Top]
 

I am out-of-warranty, what are my service options?
Simply submit your service request via our Online Service Request page. You will be informed of any payment that is required before you complete the service request.
Back to Top[Back to Top]
 

After your Request has been Submitted


I've submitted my Online Service Request, now what? What do I do next?
Once you have submitted your Online Service Request, you will receive an email within 24 hours with further instructions on what to do next. The email will be from "no-reply@playstation.sony.com", with a subject of "PlayStation® Information You Requested". Remember to check your bulk mail for this email. The email will inform you about how to send in your system and what items to include. Please do not send your system to our service facility before receiving the email.
Back to Top[Back to Top]
 

How do I pack my system? Where do I send my system in for service? What do I send in with my system?
Once you have submitted your request for service, you will receive an email within 24 hours with further instructions on getting your system to our service facility. Please see below for information specific systems.
  • For PS4™ systems and PS3™ systems: (USA and Canada):
    • SIEA will send you a package via courier service that contains a customized shipping box for you to pack your system, a prepaid shipping label addressed to our service facility, and documents with detailed instructions on how to pack and return your system.
    • When we receive your system and confirm that the service request matches the system's condition, we will send serviced or exchanged console (at our option).
    • The replacement system will be functionally equivalent to your system when new and will be free from cosmetic defects. Please be sure that all games and movie discs, media cards, and any other peripherals are removed.
    • The service center will not be able to research any missing items we did not request. SIEA is not responsible for any systems that are lost, misdirected or damaged during the shipping process.
  • For PlayStation®Vita systems: USA
    • SIEA will send you a package via courier service that contains a customized shipping box for you to pack your system, a prepaid shipping label addressed to our service facility, and documents with detailed instructions on how to pack and return your system.
    • When we receive your system and confirm that the service request matches the system's condition, we will send you a factory certified replacement. The replacement system will be functionally equivalent to your system when new and will be free from cosmetic defects.
    • Please be sure that all games and movie discs, media cards, and any other peripherals are removed. The service center will not be able to research any missing items we did not request.
    • SIEA is not responsible for any systems that are lost, misdirected or damaged during the shipping process.
  • For PlayStation®Vita systems: Canada
    • You are responsible for the cost of shipping the system to our service facility. We recommend sending the system by traceable or insured service. We also recommend using a sturdy box with plenty of packaging material. Don't use envelopes.
    • Any damage due to shipping will void the service offer and your system will be sent back to your shipping address. SIEA is not responsible for any systems that are lost, misdirected or damaged during the shipping process. Please note: a physical address is required. SIEA cannot ship to PO Boxes.
    • When we receive your system and confirm that the service request matches the system's condition, we will send you a factory certified replacement. The replacement system will be functionally equivalent to your system when new and will be free from cosmetic defects.
    • Please be sure that all games and movie discs, media cards, and any other peripherals are removed. The service center will not be able to research any missing items we did not request. Include your hand held system:
      • AC Adaptor
      • AC Power Cord
      • Battery Pack
    • Do not include the following unless you are specifically instructed to do so by SIEA.
      • Any Media
      • Any cables
  • For PlayStation®2 (70000 - 90000 Series) and PlayStation®2 (30000 - 50000 Series) : (USA and Canada)
    • You are responsible for the cost of shipping the system to our service facility. We recommend sending the system by traceable or insured service. We also recommend using a sturdy box with plenty of packaging material. Don't use envelopes.
    • Any damage due to shipping will void the service offer and your system will be sent back to your shipping address. SIEA is not responsible for any systems that are lost, misdirected or damaged during the shipping process. Please note: a physical address is required. SIEA cannot ship to PO Boxes.
    • When we receive your system and confirm that the service request matches the system's condition, we will send you a factory certified replacement. The replacement system will be functionally equivalent to your system when new and will be free from cosmetic defects.
    • Please be sure that all games and movie discs, media cards, and any other peripherals are removed. The service center will not be able to research any missing items we did not request. Include your:
      • PlayStation®2 system
      • AC Adaptor (70000 Series only)
      • AC Power Cord (70000 Series only)
    • Do NOT include the following unless you are specifically instructed to do so by SIEA.
      • Controllers
      • Any AV cables
      • CD/DVD (Any Media)
Back to Top[Back to Top]
 

I have not received my email, what do I do?
Remember to check your bulk and junk folders for this email. The email will be from "no-reply@playstation.sony.com", with a subject of "PlayStation Information You Requested". If you cannot find the email that was sent to you, please contact Consumer Services so we may resend the email. Please remember to reference the Service Request case number from your Online Service Request Confirmation.
Back to Top[Back to Top]
 

How long will service take?
The turn-around time for the service is approximately 7 to 10 business days from the time we receive your original system. Your replacement system will come with a 90-day limited warranty. Please note that, if the original limited warranty that came with your brand new product is still valid and it will remain valid for a period of 1 year from the date of purchase. The warranty coverage on your replacement system will be the greater of your new 90-day limited warranty or the remainder of your valid original 1-year limited warranty.
Back to Top[Back to Top]
 
  I have not received the box from SIEA to send in my system, what do I do?
Once your Online Service Request is processed, you should get your package via courier service in the next 5 to 10 business days, depending on the time of day the request goes through, and barring any bad weather that may affect shipping. If you have not received your box after 10 days, please contact Consumer Services and be sure to reference the Service Request Case number from your Online Service Request Confirmation.
Back to Top[Back to Top]
Review on Date 
Image 

Related Articles

How to Get Support from PlayStation

Here are the primary ways you can get support about PlayStation® products and services PlayStatio...

Requirements for In-Warranty Service

Warranty coverage Sony Interactive Entertainment America (SIEA) provides a Limited Warranty for N...

Quick Links: New Users, Passwords, Network, Vue, Service Requests for PlayStation

Below is a list of quick links to frequently needed help for PlayStation® customers. If you can...

Was this Helpful?

Get More Help

Give us a bit more information and we will find results more related to your issue.