Sony's Scam

Summary

The video script details a frustrating experience with Sony's PlayStation 5 controller stick drift issue, which remains unresolved despite being a known problem. The narrator describes a difficult and seemingly intentional process to claim warranty, involving obscured serial numbers and customer service hurdles. Sony's strategy is criticized for potentially forcing customers to repeatedly purchase new controllers or pay a premium for the DualSense Edge, which doesn't guarantee a solution due to a lack of available stick modules. The script questions Sony's commitment to fixing the issue and suggests a deliberate business tactic that negatively impacts consumers.

Takeaways

• 🎮 The PlayStation 5 controller has a widespread issue with 'stick drift', affecting many users including the script's author.
• 🛠️ The author's controller is under warranty, but Sony's customer service has made the repair process difficult due to issues with the serial number visibility.
• 🔍 Sony's warranty policy excludes repairs if the serial number is unreadable, which the author had to overcome with a magnifying glass and liquid.
• 📞 The customer service experience was frustrating, with the author spending a full day interacting with Sony's support without resolution.
• 📝 Sony's warranty terms are restrictive, specifically excluding repairs if the serial number is altered or removed, intentionally or unintentionally.
• 💡 The author considered purchasing the DualSense Edge Pro Controller as a solution due to its swappable analog sticks.
• 💸 The DualSense Edge Pro Controller is expensive, and Sony's strategy seems to be pushing customers towards buying new controllers instead of fixing the issue.
• 🛒 Sony's alleged scam involves making it hard to claim warranty, having stick modules out of stock, and not addressing the root cause of stick drift.
• 🔄 The stick modules, essential for fixing the drift issue, are constantly out of stock, suggesting a strategic limitation by Sony.
• 📉 The author implies that Sony is intentionally not producing enough stick modules to meet demand, forcing customers to buy new controllers.
• 🕊️ Despite the availability of the DualSense Edge Pro Controller, it does not fully solve the problem due to the unavailability of replacement sticks.
• 📉 The script suggests that Sony is benefiting from the ongoing issue, as it leads to increased controller sales without addressing the fundamental problem.

Q & A

What is the primary issue discussed in the video script related to Sony's PlayStation 5 controllers?

The primary issue discussed is the stick drift problem with Sony's PlayStation 5 controllers, which has affected many users, including the script's author.

How does the video script describe the customer service experience when dealing with Sony for the controller issue?

The script describes the customer service experience as frustrating and unhelpful, with the author going through multiple chats and phone calls without finding a satisfactory solution.

What specific problem did the author encounter with the serial number on their controller?

The author had difficulty reading the gray text on the back of their Cosmic Red controller, which made the serial number barely readable.

Why was the author initially unable to send their controller in for repair?

The author was initially unable to send their controller for repair because Sony's customer service stated that a serial number was required, which they couldn't read at the time.

How did Sony's warranty policy affect the author's ability to get their controller repaired?

Sony's warranty policy states that the warranty will not apply if the serial number has been altered, defaced, or removed, which initially prevented the author from getting their controller repaired without the serial number.

What did the author do to eventually obtain their controller's serial number?

The author bought a magnifying glass and used liquid to make the text on the controller easier to read, which allowed them to obtain the serial number.

What technical issue did the author face when trying to submit their warranty claim online?

The author encountered an error stating that their location didn't allow them to proceed with the request, and their input was being detected as a region not in the United States.

What alternative controller does the video script suggest as a solution to the stick drift issue?

The script suggests the DualSense Edge Pro Controller as an alternative, which allows users to swap out the analog sticks themselves.

Why does the author believe Sony's strategy with the DualSense Edge Pro Controller is problematic?

The author believes it's problematic because the stick modules needed for the DualSense Edge Pro Controller are frequently out of stock and expensive when available, making it difficult for users to actually utilize the controller's modifiability.

What conclusion does the author draw about Sony's handling of the controller issues and their business strategy?

The author concludes that Sony is allegedly running a 'scam' by not fixing the known issue, providing poor customer service, and creating barriers to warranty claims, which forces customers to continually buy new controllers.

How does the video script describe the availability of stick modules for the DualSense Edge Pro Controller?

The script describes the stick modules as being out of stock most of the time and selling out quickly when available, suggesting a potential strategic limitation by Sony.

Outlines

00:00

😡 Sony's Controller Stick Drift and Warranty Nightmare

The paragraph discusses Sony's notorious PlayStation 5 controller stick drift issue, which has plagued many users, including the author. The author shares their frustrating experience with Sony's customer service while attempting to get a controller repaired under warranty. Due to an unreadable serial number, the author faced numerous obstacles and poor support, eventually resorting to a magnifying glass to retrieve the serial number. Despite successfully submitting the information, further technical errors and regional issues made the process even more exasperating. This ordeal led the author to consider purchasing the more expensive DualSense Edge Pro Controller, only to find that replacement stick modules were out of stock everywhere, raising suspicions of a deliberate strategy by Sony.

05:00

😠 Sony's Alleged Scam and Ongoing Stick Drift Problems

The author alleges that Sony may be running a scam by making it difficult for users to repair or replace their faulty controllers, thus encouraging them to purchase new ones. The author highlights that despite years of customer complaints and even a class-action lawsuit, Sony has not resolved the stick drift issue. The company’s premium DualSense Edge Pro Controller, which offers replaceable sticks, is not a viable solution either due to the constant unavailability of stick modules. The author suspects that Sony deliberately limits the supply of these modules, further forcing consumers into buying new controllers. This business strategy leaves consumers frustrated and trapped in a cycle of recurring purchases.

Keywords

💡PlayStation 5

PlayStation 5 (PS5) is Sony's latest gaming console, succeeding the PlayStation 4. It is central to the video's theme as the controller issue discussed is specific to this console. The script mentions the PS5 controller's 'stick drift' problem, which is a major issue affecting users.

💡Stick Drift

Stick drift refers to a common issue with game controllers where the analog sticks register movement without any input from the user. In the video, it is described as a widespread problem with the PS5 controllers, causing significant frustration among users.

💡Warranty

A warranty is a guarantee provided by manufacturers like Sony that covers repairs or replacements for a product under certain conditions. The video discusses the difficulty of utilizing the PS5 controller's warranty due to issues like obscured serial numbers and customer service challenges.

💡Customer Service

Customer service represents the support provided by a company to assist customers with product-related issues. The script paints a negative picture of Sony's customer service, describing it as unhelpful and contributing to the overall poor experience of trying to resolve the controller issue.

💡Serial Number

A serial number is a unique identifier assigned to individual products for tracking and warranty purposes. In the context of the video, the illegible serial number on the PS5 controller presents a barrier to obtaining warranty service, as it is required for the repair process.

💡DualSense Edge Pro Controller

The DualSense Edge Pro Controller is Sony's premium controller for the PS5, which is marketed as having swappable analog sticks. The video suggests that this controller is a potential solution to the stick drift issue, but also points out that the necessary stick modules are often out of stock.

💡Analog Sticks

Analog sticks are the control sticks on a game controller that allow for more nuanced input than digital buttons. They are highlighted in the video as the primary component failing in the PS5 controllers, leading to the stick drift issue.

💡Class Action Lawsuit

A class action lawsuit is a legal action taken by a group of people who have suffered similar harm, often against a company. The video mentions that Sony faced a class action lawsuit over the stick drift issue, indicating the severity and widespread nature of the problem.

💡SCAM

In the video, the term 'scam' is used to describe Sony's alleged strategy of making it difficult for customers to claim warranty repairs, thus encouraging them to purchase new controllers instead. This term encapsulates the video creator's perception of Sony's approach to handling the controller issue.

💡Out of Stock

When a product is 'out of stock,' it means that it is temporarily unavailable for purchase. The script discusses the frequent unavailability of stick modules for the DualSense Edge Pro Controller, which is suggested to be a deliberate tactic by Sony to push sales of new controllers.

💡Business Strategy

A business strategy refers to the methods a company uses to achieve its objectives, such as increasing sales or market share. The video implies that Sony's handling of the controller issue, including poor customer service and scarcity of replacement parts, is a strategic move to boost controller sales.

Highlights

PlayStation 5 controllers have a well-known issue with stick drift.

The narrator's controller started experiencing stick drift after a few months of use.

Sony's customer service is described as a frustrating experience.

Issues with the controller's serial number readability can prevent warranty service.

Sony's warranty excludes service if the serial number is not readable, even with proof of purchase.

The narrator eventually found a way to read the serial number with a magnifying glass and liquid.

Sony's online warranty claim process has errors and does not accommodate all regions.

The DualSense Edge Pro Controller is suggested as an alternative but is expensive.

The narrator contemplates the high cost and availability of replacement stick modules for the Pro Controller.

Sony is accused of intentionally making the warranty process difficult to encourage controller purchases.

The stick drift issue persists in new controller releases, suggesting Sony has not addressed the problem.

The narrator believes Sony is intentionally not producing enough stick modules to meet demand.

The Pro Controller's stick modules are often out of stock and sell out quickly when available.

The narrator suggests Sony's business strategy involves forcing customers to buy more controllers.

The video concludes with skepticism about Sony's willingness to fix the stick drift issue.

The narrator expresses disappointment in Sony's handling of the controller issues and their impact on consumers.

Transcripts

[Music]

Sony has well-known problems with their

PlayStation 5 controllers stick drift

being the most popular issue stick drift

unfortunately this issue has plagued

many and with me it's a common problem

even with my recent one I started using

in February luckily since I bought it in

November last year it's still under

warranty so I thought I could just send

it in to get fixed it seemed like a

super easy process then I got to

customer service Welcome to Hell

though I get to what Sony

scam actually is I first need to talk

about their customer service and how bad

it is because it does tie into my theory

I went from chat to chat going through

various PlayStation experts and multiple

phone calls I had an issue with just a

few months of use the gray text on the

back of my Cosmic red controller is

barely readable so I could not read the

serial number on it and my box was long

gone I was looking for a way to get

around this issue until finally I had my

answer there is no Solution customer

service said I cannot send in for repair

without my serial number I said surely

this cannot be correct as I have proof

of purchase and it's under warranty

there must be some other process or

information they can take yet there is

nothing Sony could do after a full day

of customer service interaction I got

nowhere as I researched further Sony

smartly addresses my situation and their

warranty in subsection F where it says

their warranty will not apply if the

serial number has been altered defaced

or removed intentional or unintentional

it does not matter luckily after buying

a magnifying glass and using liquid to

make the text easier to read I had my

serial number which I submitted all I

had to do now was fill out this contact

info page but then I encountered an

error saying oops your location doesn't

allow us to proceed with the request and

then it prompted me to select the

correct region as what I put in for the

info is apparently being detected as a

region not in the United States the

problem persisted no matter what I tried

and after going through customer service

for half a day they were finally able to

manually input everything after this

experience I thought enough was enough

maybe I'll finally pull the trigger on

the Dual sense Edge Pro Controller as I

can swap out the analog sticks if there

is a stick drift issue it's expensive

but it's more of a guarantee I'll never

have to go through this hell again or

have to buy another controller and then

with more research it turns out the

stick modules which start at a grotesque

$20 per stick have been out of stock

everywhere all the time at that moment a

realization set in Sony is allegedly

running the greatest scam ever Sony has

constructed a controller where a person

cannot easily get to the analog sticks

arguably the greatest point of failure

in a controller even after getting to

the sticks to replace or fix them would

be even more difficult and risky doing

this also voids the warranty if it's

still under it if you cannot fix the

sticks yourself then it leaves you with

two options get a new controller or have

Sony fix it if it's out of warranty

having Sony fix it is way too expensive

so realistically getting a new

controller is what you would do if it is

under warranty like mine Sony is

seemingly gone out of their way to make

it as hard as possible to successfully

submit a warranty claim they do not fix

common errors on their customer service

site which were problems years ago and

they have you go in circles even with

correct information ultimately if you do

not have everything they want in a

process they made complex on purpose you

are out of luck this then prompts you to

take the easy way out and just buy a new

controller but hold on my most recent

controller is a newer release being the

cosmic red color yet they still have not

fixed the stick drift issue years after

they received a class action lawsuit

against them over the stick drift

problems thus even if you buy a new

controller it's a matter of time before

you're back in the same situation all

the while Sony is essentially forcing

people to buy controller after

controller since they make the process

terrible and won't fix the root cause of

the stick drift issue at this point you

are right where they want you you either

keep buying controllers or you spend

three times the amount of money to get

the dual sense Edge which solves the

issue except brilliantly it does not

solve anything in order to switch out

the sticks in the Dual sense Edge you

need to buy stick modules these stick

modules are out of stock everywhere and

in the past few months have only been in

stock on the PlayStation website where

they sell out almost instantly the

reason this is happening is quite simple

Sony has not made nearly enough stick

modules and I would argue they've done

this on purpose the percentage of people

with the Pro Controller is low and stick

drift usually occurs only in one stick

this means Sony really shouldn't have an

issue keeping up with demand so being

constantly sold out seems to be be a

strategic tactic on Sony's end now if

you've invested in the Pro Controller

and of stick issues you either pay a

huge premium on eBay for stick modules

or do what Sony wants you to do buy

another controller it's a great scam I

mean business strategy you do not fix a

well-known issue have horrible customer

service and glitches preventing warranty

claims make people buy more flawed

controllers and have your premium

controller not actually solve the issue

because you chose not to make enough

stick Replacements pretty much the only

meaningful accessory to the Pro

Controller I would love to be hopeful

and say they'll fix the issue that they

are not actually scamming people but

given what's currently happening it's

just wishful thinking we're more than

halfway through the PlayStation 5's life

cycle and this problem still is not gone

away or gotten better if anything it's

worse Sony knows exactly what is going

on and loves it unfortunately that sucks

for everyone

else thank you for watching and I'll see

you all in the next video

[Music]