IT BROKE! RETURNING My New Playstation Portal…(Part 1/3)

[@CKidM]

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[@uselessskills]

I think eventually they will have a dedicated shipping label process once enough people start contacting them about stuff like this I hope they credit the shipping back to you when they do get it though. Best of luck bro

[@damonf30]

You should not be paying shipping when it still under warranty why should it cost you when it is faulty and not your fault. We dont pay shipping in uk

[@yokaidigital3033]

This reminds me of my second switch experience. I have two switches an OG one that docks and uses joycons, and a lite model which is just handheld. The left stick began to drift about 6 months of use, I had to send it to Nintendo for repair. They sent it back to me I think it’s the same one or one that was same color at least they sent back. I haven’t had an issue since I got it repaired or replaced.

[@TheSilverAfro]

Sony making you pay for their lemon...

[@johnsherry6021]

Wouldn’t have to deal with any shipping if you buy from store like GameStop

[@ComeOnSonStopIt]

Having to pay for your own shipping is really trash of Sony to be honest. 😂🤷🏽‍♂️.

[@CKidM]

Let's go! Notification Squad on deck I see you!

[@uselessskills]

Deadass I hope they credit that back when they ship it back

[@delandostayreal288]

Right

[@bullettime001]

Amazon do the same thing too now

[@chrisstyles4630]

​@@CKidMstole that from flossy Carter

[@franciscohiggerson9454]

sony costumer services sucks

[@XRKGX]

They actually charge you both ways which is ridiculous because you bought it from the company and if it’s defective they should pay for it but they don’t do that through Sony anymore. They actually make you pay for everything but if you got it through Best Buy or Amazon or any of those all you do is send it to them and they send you a new one because they never buy from Sony.

[@CKidM]

Definitely learning

[@colinh2681]

That's why i wait until the second or third batch of consoles.

[@corrd3ll]

Every batch of anything of any gen has issues. You’ll be waiting forever

[@colinh2681]

@@corrd3ll true, but Ive owned 2nd and 3rd batched consoles, dating back since the NES and they still work to this day with no issues, I'm speaking on my experience only.

[@sonictonic_]

I love Playstation and I love my Portal, but man Sony needs to do better with this. Thank you for showing us the process and all the behind the scenes other youtubers don’t usually show!

[@getmoney72785]

Dope video bro nobody never do videos like this

[@CKidM]

Thanks

[@LEX_CARTER85]

Best of luck to you man. I hope you get it all situated. I’ve had mine since the day it came out and it still works fine.

[@Andrew-vj5hf]

Wait! Youve paid for a brand new product, it doesn't work, you have to pay for it to be shipped back and if it cant be fixed they send you a refurbished second hand one. I live in UK and consumer rights say its the sellers responsibility not Sony, and they have to offer a brand new replacement or full refund. The only time you would use warranty process is if it failed months later. Whats happening here is robbery, you end up paying more for potentially someones second hand console? Wrong in so many ways....

[@BNerdy]

They make you pay for shipping, the chances of getting a brand new device is very slim.

[@DRE2XL]

PlayStation need to come better than this!, how can they send you out a faulty product and then demand you pay to return it! make it make sense 🤔

[@CKidM]

Yea not gonna lie...didn't like this approach at all. I woulda been cheaper to just return it and find another. lol

[@rietzhu]

Dont pretend like no one knew.. its been like this since the ps1 days.. 😅😂 yet on this video everyone is surprised..

[@FollowMyReality504]

When my launch PSVR2 from PS Direct was defective out of the box (some of the inputs would not register on the controllers, games was basically unplayable) they sent me a prepaid package to send back just the VR2 headset and controllers (no straps). After that they sent me back a brand new PSVR2 due to the original controllers being defective. I never sent a controller back to Sony for repairs, only consoles and the PSVR2. Maybe it's in that same realm of controllers and the shipping isn't covered with the warranty compared to the bigger ticket items. Maybe with controllers it's the same process as the portal.

[@jjobrien5848]

Fingers crossed Bro 😎 everything goes ok 👍 with the Portal JJ London uk 🇬🇧

[@seid82]

This is why I never buy stuff when it first comes out!

[@BrannanClark3027]

I remember going through this exact process with my 60GB ps3 back in 2007🤦🏽‍♂️ $650 yellow light of death 1 year later

[@GaminGranny880]

After watching this video, I'll never buy any Playstation items.

[@Incognito.1.]

Broo 😢 Sony should take it easy with the handhelds.

[@azarfe11Life25]

I know it's I know with Best buy and I believe GameStop too you can add a warranty on it which allows them to replace it if anything goes wrong within that year or two that you buy the warranty for, especially seeing what you went through I'll go ahead and pay that extra few dollars just to get one back quicker.. ain't nobody got time to be paying for shipping lmao

[@beamboy420]

Careful on this suggestion. They usually don’t cover anything that’s supposed to be covered under manufactured warranty, they are more like extended in most cases.

[@azarfe11Life25]

@@beamboy420 for sure GameStop covers the dual sense edge they do replace it but I'm not sure if they give you a new or free one.. I asked him about the portal recently and they said that they give the same coverage..

[@cmore19]

I was hurting during that call for you lol, that guy was horrible imo. Best of luck to you in hopefully getting a new Portal.

[@timowthie]

How was he horrible.

[@FollowMyReality504]

The customer service guy wasn't horrible. He did his part, he can't speak on another departments procedures. Why would he try to give him a definitive answer when there isn't an answer to give until the product is in the repair service department?

[@Starkee749]

The sony rep was actually super helpful why did you think he was horrible?. He was clear consise and answered what he could he couldn't answer what the technicians would do repair or replace. I thought the guy was helpful as.

[@FKiMusic]

Same thing happened to me.. left joystick

[@majinleon7682]

If anyone has had a similar or the same problem like and comment. I’d just like to see how many people it’s happened too 🤔

[@jedimind505]

Nothing so far. I did purchase a replacement warranty just in case.

[@mychalhutchins2968]

Def happened to me and just got my case# today but waiting on the return email.

[@FerrariF108]

happened to me today after having it for 6 months. It's the right stick for me though

[@Boss_Fight_Index_muki]

i'd be scared of stick drift, at this price, they could use hall effect sticks to prevent it

[@gaa269]

I can’t enjoy it. I want to like it but is so choppy, 1200 mbps connection , only decent sitting next to the ps5, defeats the purpose.

[@herohunter81]

The only way to get shit done sometimes is to actually call someone. What’s the sense of all the automated questions that have to be asked again by a person? Just cut through the B.S. and talk to someone.

[@jonblazefrom7]

You made sub with this 1 💪🏾💯

[@CKidM]

Welcome to the Home Team

[@JayFlare]

I got stick drift on my portal

[@GodsFIRST-xy1tr]

How did u fix bro

[@JayFlare]

@@GodsFIRST-xy1tr i still have stick drift idk how to fix it

[@juniorcorporan3399]

To be fair, Sony didn’t charge to ship the unit to us when we preordered it. I got my portal on Nov 15th and I just paid 199.99+tax, They didn’t charge shipping. But it would be better if they emailed a shipping label to the ppl that get faulty devices.

[@MultiInKIEto]

So are you saying any store where you can preorder consoles should be able to charge for shipping?

[@jeffcarrier9808]

​@@MultiInKIEtowouldn't be surprised if they did. Free shipping is not a standard.

[@damonf30]

Why do you have to pay for shipping when it is still under warranty? We dont pay shipping in uk it is up to them to pay for it it is costing you because you portal is faulty it is not right that

[@jay21662]

For a new device that you paid about $250 i would be pissed off.. sony is messed up for this one thank god i didnt waste my time on this device

[@michaelmyersplays4992]

250 ? Its 200 lol

[@jay21662]

@@michaelmyersplays4992 $200 plus tax what you think theirs no taxes lol it might not be $250 but its sure enough close to it

[@CKidM]

Also sorry about the error message that popped up mid video...that's my bad! But it doesn't last long.

[@madman81uk85]

When my ps5 broke they paid shipping both ways I am from UK so that might be why

[@noelsilva8887]

So it good to get those warranty that stores give you for in case? 😅😢

[@wolfguard1180]

This is why I don't pre-order peripherals.

[@BIGDECKBEAVER]

Same thing happened to my portal!! Sony is making me send a picture of my receipt and has to validate the purchase and will get back to me in 48 hours before I’m guessing they will tell me to do what you did. So I’m guessing I have now to wait, what.. like 12 more days?! Haha

[@JuiceMan63]

Nintendo makes u pay to ship your joy cons 🤷🏾‍♂️

[@MrMansfield1234]

Have this same issue in UK. Anyone else got contact details or process on getting it repaired by Sony?

[@dustindixon4257]

I have no interest in buying a PlayStation portal, but appreciate these videos showing the return process. If this launch would have been a vita 2…they probably would of got me 😂

[@candidosilva7755]

Actualy sony didnt damaged the vita name more wich is great couse byuing this abomination prooves that the person is already stupid or have brain damage.🦄🦄

[@rowieburr8761]

this same exact thing happened to mine but on the right thumbstick (only goes left and right not up and down) I just sent mine in for a replacement im waiting for it to get approved (which i dont see why it wouldnt) best of luck to you!

[@MEEYPP]

I copped a ps5 slim because of you , w advice 💜

[@CKidM]

My guy 💪🏾. Great pickup. What games are you playing on it?

[@MEEYPP]

@@CKidM Spider-Man 2 and ghost of tshumia

[@MrJ8969]

I also picked up a PS5 slim it’s my first PS5 console and I’m playing Spider-Man Remastered and then work on the others I’m excited to get going!!

[@Hibbsy316]

Great video, I'm in the UK and my left stick makes a bad crunching sound when using it. I went onto the PlayStation page I ordered from originally, this was Thursday 24th Nov, there was an option to return and replace item, I got an email with a prepaid label on, posted it back same day and am told within 7 days I should have a replacement. Very easy with a guaranteed new device. This took me about 5 minutes to do then post it. Was this not an option in the US?

[@Hibbsy316]

Update, 2 weeks to the day that I send my Portal back to Sony I have finally received my replacement! Let's hope the analogue stick lasts this time! Any news on yours fella?

[@TajahMoses-l4i]

This is crazy I’m having the exact same issue with mines

[@UrbanLegendGaming]

I appreciate this video big homie

[@keithsachko510]

Sorry about your luck with your Portal, but really appreciate you sharing your experience with their warranty work! Awesome Video

[@CKidM]

Thanks...just hoping it will help someone else who has this issue.

[@haroldowens7736]

Did you see if the portal have a safe mode option

[@MrEightythree83]

Keep an eye on that S/N when that replacement arrives..... Sadly, Sony hasn't evolved from this process, I was a Sony beta tester for their Ericsson/Xperia line dating back to the early 2000's and the return process has been the same. I still have a Xperia phone and I love a lot of the Sony products I own (TVs, Headphones, etc) but I don't know why they haven't adapted or evolved in this return service. Great video, thanks for taking the time. Good luck.

[@CKidM]

I will definitely be taking note of the S/N...thanks for bringing this to my attention. I have it documented in the raw video footage of this video...I blocked it out in the final video because didn't want that number out there to the public.

[@MrEightythree83]

@@CKidM Gotcha! - keep up the good work bro. You think outside the box, even though you waited over 30 mins on a customer service call, you made a quick video to the point to help anyone in need. It was clean, direct, and no waste of time to the viewer even though you spent hours on this. I know you knew what the outcome would be prior to the call but you still took the time to do this production. DOPE!!

[@iceRomeoG80]

I don't like it. I can say Nintendo and Microsoft don't make your pay to ship your product back in for repairs. On the flip side I get a bad vibe about you sending that in, I feel like it'll probably be like me sending my Xbox one in three times for the same issue before they eventually replaced it.

[@PSNgamer_316]

I think it’s sad how much worse the customer support has gotten with PlayStation, I had to resort to them during the PS3 days & it wasn’t that bad from what I can recall. In general I don’t deal with customer support much for any company but I will say that I love how nice Apple customer support is.

[@coduks93]

Poor customer service from Sony.👎🏾

[@elnegropicasso8691]

So the ps4 controller issue all over again 🤦🏾‍♂️

[@socalju2447]

Step 1 : buy a Portal. Step 2 : return it.

[@OnlyEndzz]

The same thing happen to me. Sony handle it flawlessly. I shipped off my portal last week Tuesday. They actually provided the return label, they process my return and my new device will actually be arriving today.

[@dioritbajrami8283]

Does this works with any PS Portal, i bought mine used, would the fix this for me too or do i need a receipt or something like this?

[@ToughLuckStudio]

Been playing mine for bout 15 hours and mines working perfectly so far. Best of luck with yours brother. I’m currently waiting for my PlayStation Dualsense Edge controller to be repaired right now and had to pay $23 for shipping so now I’m basically sitting on having paid near $250 and had the controller for less than a year. Hope I’ve got better luck with my portal

[@karachiarcade2285]

Damn what happened to your edge

[@ThatDorkyReviewShow]

How are you going to react if when they send it back to you it still cant go up and down 😂...Or even weirder it lets you go up and down but not left and right 😂....I wanna see a whole series where they just keep sending it back each time with a new problem to the point where by the 10nth time they give you a free flight out to playstation studios factory where you get to either see how its made or get to make it your self to which the head of playstation says "see now you made it so call yourself when the d pad dont work fooh😂

[@Husalot4O2]

Playstation returns always been like this. Paying for shipping sucks but I always got my playstations repaired or exchanged… got an Uncle that use to work for Sony. He worked there from shortly before the ps2 came out to leaving sony acouple years ago. I remember I had to send my ps2 back after afew years and also ps3.

[@michaelmyersplays4992]

It’s true it’s nothing new lol

[@Andrew-vj5hf]

I really wanted one of these but day one couldn't get one and the scalpers were charging £400. I bought an Asus Rog Ally OLED on sale £400. Luckiest escape I ever had, PS5 for home, Steam is amazing for awa, and i still get crossplay on Honkai on a beautiful OLED display

[@CiNiSTa]

You have to talk to them on live chat..dats how you get straight to a tech support...the chat haves to send you there during 9 to 5 weekdays.

[@CKidM]

I wish I woulda known that...woulda saved me waiting for 30 minutes to talk to a live person. Thanks for bringing this to the comments! Definitely will help someone out for sure.

[@mikee405OKC]

Ahhh HELLNAHH! When I DO get my portal I'll just get it from Best Buy where I have their warranty. Customer Service is not one of Sony's strong suits. Thanks for sharing your experience homie.

[@MandoXVii]

Really discouraging for people that really wanted the portal like myself. I was able to pick up w playstation backbone for black friday its a great alternative when you get use to the grip. I feel like Portal is a prototype for what is to come mainly because if there is any button jamming, stick issues, or screen issues it disables the entire system. Feel like separate joy cons similar to nintendo switch would be the best solution but curious on your thoughts

[@alchalant4663]

I got ps portal on release and just picked it up this weekend and having same exact up/down issue on left stick… gonna watch your other videos o/

[@KMDGAMES]

YOU SAID YOU LOVE YOUR PORTAL ??? THIS THING IS A FAILED DEVICE I ALREADY PUT IT BACK IN THE BOX AND ON A SHELF

[@CKidM]

The portal is still a solid device for what its intended for...I just got a bad unit (which happens)

[@KMDGAMES]

@@CKidM i got a good unit and it's terrible it's hit and miss some games work great some games work terribly even with great Internet the battery even dies super fast even when you are not using it I fully charged it turned it off and 3 days later when I turned it on it was missing a bar of battery terrible

[@apple-guy9394]

Thanks a lot for this video.. seems like is a big process to return this thing for repairs I hope I don’t have to go through this.. I feel like this is a big red flag for this device Sony should had make this thing easy to repair those joysticks so we can avoid this headache.. hopefully they will make another version where they can make it easier for us to just fix it our selves..🤷🏻‍♂️

[@SKULLYMOVIES]

So whats broken ?

[@gregoryburkhead7813]

Wow.. great video .. I definitely would be mad paying for shipping.. activate ur youtube muscles 💪🏾 they got the game F Up. 😳

[@gregoryburkhead7813]

I subed today

[@candidosilva7755]

Buying a snapdragron 662 in almost 2024 you need balls.😂 and buying a crap like this makes no frikin sence.😂🦄🦄🦄🦄🦄

[@mr_carmichae1]

Yo brotha, can u pleaseeeee help me to or do you have any tips for helping connect my PS portal outside of my home?! I’m using a Verizon network and iPhone and I can’t get it to connect at all. Not even Too my mother’s house or girls house.

[@rwil9135]

I found a work around that will allow you to pair up any Bluetooth headphones to the portal.I have a Samsung phone USB C to USB A adapter plus a cheap Bluetooth adapter with a USB A on 1 end and a headphone jack on the other end. It works perfectly!

[@Mugenoblivion]

I have the same exact issue with my portal. In about two weeks the analog stick went bad. Won't go up and down as well. Spoke to someone and waiting to send it back to PlayStation. They made the portal super fragile.

[@user-pq3or3nx8s]

This is why im afraid to get the portal. Cuz i use many controllers for pc gaming. The analog stick on the ps controllers even xbox always goes bad. The portal has the screen integrated in the controller. I wish the screen could be easily detatched.

[@raytonwhite4187]

I had my PlayStation portal for two days, and both of the joysticks are cracking and clicking. They made the joysticks trash.

[@keithtrickey3482]

Good luck man yrs ago i bought a new at the time full hd Sony tv it was faulty i was told to send it back to sony Australia so i did thay had it for 3 months and i finally got it back and i set tv back up and thay never fixed it it still had the problem with the screen 😠😠😠 i was not a happy little camper.i hope thay don't do this to you man.

[@justtwoeasy8415]

I honestly hate how all these customer service people read from a damn script. It's almost like talking to a robot. They never give you a straight answer.

[@jeremieknight4227]

Damn good Video CKid I think it’s crazy as hell the way sony is handling issues with this and I’m pretty sure sony is much aware of issues like these before this portal was dropped so I think this could be handled much more professionally in my opinion.should the portal have come with replaceable Sticks? Yes if stick issues was a problem on the duel sense then 9 out of ten it probably would be a problem on the Portal.We gamble everyday on products that we buy so we now what the outcome could be on purchases so the least we should worry about is Customer Satisfactory but all in all I Definitely loved how you went with the process and can’t wait for the next video and I pray I don’t go through this when I finally get mines lol 😂keep it coming CKid.

[@Kaffien6757]

I bought one a little before Christmas, and i noticed my left stick was grindy as hell... I need to call them, too... lol i believe i have 30 days

[@Cuevasx70]

So stupid that you have to pay for shipping. They screwed up they should have done a better job to take care of you. Playstation customer support is still one of the worst out there.

[@Rugerman205]

Congratulations on the 100K+ Subs

[@CKidM]

Thank you!

[@eathenalexander2836]

Tronics fix did a video on this fault. It’s a hardware fault in the stick unit it self. Based on the video it seems like a design defect.

[@BFPLBigGeorgeCEO]

But what if your PlayStation Portal was a gift and you do not have any proof of purchase!

[@JayBmxNJ]

Sony support is no good in my opinion i called about my brand new ps5 i had for a month or so cause the ssd expansion wasnt working n they made me do multiple resets n never offered to send me ps5 in for inspection or a repair i returned the old ssd n bought a new one n it worked

[@davecurry5604]

Thank God I got the legion go Instead of this.

[@michaelmyersplays4992]

Two different things bud

[@bbm770]

Sony should do better! You shouldn't have to pay for shipping since it's under warranty!

[@t2comicbooksoverviews251]

lol classic bad playstation customer support.

[@michaelmyersplays4992]

Nintendo as well lol

[@CEREBRO_ecks]

U’all making it easier 4 me 2 join that 4.9million dollar “Class-Action” lawsuit…

[@kmart014]

Habibi was horrible

[@BuddyGreen-v3n]

Was the button able to still click in this is happening to mine and I didn’t drop it I didn’t do anything to it my right stick won’t work

[@xRebelSpiritx]

Got mine day 1 and the right joystick just broke. Wtf :(

[@KamalTiwari82]

Wouldn’t the Model number be in the system setting too?

[@jeffcarrier9808]

Keep this up man. Hopefully you can get your hands on another Portal while you wait so you can get back to business as planned.

[@noticeddamian]

Pay to send something faulty back🤦glad I don’t own anything from Sony.

[@jtonne3057]

This is fantastic. Thanks for taking us along. I agree with the your misgivings about the customer having to pay shipping costs for a product under warranty.

[@macthomas7397]

Its absolutely insane to me they would make you verify the warranty on an accessory they know has only been out a few weeks,lol.. and then paying for shipping when it wasnt your fault its faulty. Btw im fairly new to your channel and I love it so far I think you seem like a pretty cool guy..

[@rahy1607]

Pretty sure they needed the model and serial not only to check the warranty but to also input the repair order in the system

[@LARK-ht7kd]

It's ridiculous init ?? Sony not knowing there own product.

[@CharlesZatriniski]

Thank god no issues with my Day 1 release Portal “knock on wood”

[@GodsFIRST-xy1tr]

My portal got bad sticks 😢...how do u send back ???

[@johnbhoy007]

I think it’s a stick issue my portal sometimes makes funny clicking sounds when pushing forward or backwards. I’m wondering if you have severed a connection on the ribbon cable.

[@ricksclips]

Mines brand new and I know exactly what you mean. Had me tripping out a little

[@HevICue]

Lol I had to go through that for my PSVR2 controller. The first call they said they started the return process but never sent anything to do so. I had to call again to have them start it again a week later to get someone to it started. I had to wait almost a month and a half before i could get it. However I didn't have to pay my own shipping for it and they had me send the headset and controllers. They ended up having to replace it.

[@nino201]

Honestly my dude...ive dealt with Sony's repair process many many times and they really are good with their repairs. What they might do is just send you a new one...and Honestly even if they send you a refurbished unit...its still a refurbished unit by Sony which is as good as it gets! 23:31

[@CKidM]

I would not want a refurbished one. Because I don’t know how other people handled their tech or what other issues that unit had. I prefer a new one or mine to be returned back to me or my money back.

[@nino201]

@CKidM yeah i hear you...i would want a new one too...i can't even argue wit dat lol! Oh and so u kno... there isn't no way to communicate wit the warehouse in Indiana... they don't send an email so u can reply to with information as to what dey did (replace wit new/refurbished/fixed yours)... dey jus send out that its on its way bac to u... from my experience dealing wit dem

[@hectorvaldez3993]

Atleast yours is on , I can’t even see my screen after 3 days of use

[@gee70usa]

Money Grab. 👀😂🤣☠️

[@michaelmyersplays4992]

To you

[@TheSilverAfro]

At least it's not a 65" Bravia, you pay for everything with Sony.

[@cogicboy00]

Crazy!! I saw your second video and came here to the first to see what was wrong with your portal. It’s the exact same issue I have!!! Can’t go up and down! Sent mine in yesterday.

[@CKidM]

First off thanks for watching my guy. Second…man it sucks we are in the same boat. I’m curious did they make you pay for shipping it back to them?

[@cogicboy00]

Yes they did! I feel like they just need to send me a new one since its clearly a defect. I guess we will see...@@CKidM

[@wakeupnyc718]

What do you do if you dont have the box just the portal bro