Topic: Requested and paid in advance for PSVR repair - Sony sent box but no return label. Kafkaesque situation ensues

So I have requested for a PSVR repair, and paid in advance to Sony Support.

The way it works is that Sony sends a box to package the PSVR, with a return shipping label, and I send the PSVR unit to be serviced.

However, there was no return label in the box. I thought "ok, should just call them or even get a return label online or something", right?

Well, it's been 3 weeks now that I've been trying to call support every day, and every time a message says that "due to higher than normal calls, all agents are busy. Try again later".

I tried chatting with support many, many times, but they just tell me to call support and disconnect me before I even say anything. They even tell me to contact them for "PS5 support" - that is, they don't even read my messages, since I'm telling them I need support for PSVR, not PS5.

I tried contacting AskPlaystation on Twitter, and they told me to call support - I told them I have been doing that, they stopped replying.

I contacted Playstation on Facebook, they told me to contact AskPlaystation on Twitter, or call support.

So, everyone keeps trying to redirect me to someone else. I feel like I'm in a Kafka novel.

What should I do? I can't even request a refund, because there's no option for that. Has anyone seen anything like this before? This must be, by far, the worst support ever! And I paid in advance!

All you can do is keep trying to get through I'm afraid, and be prepared to wait on the phone for an hour or so. I've always had fine service from Playstation (UK).

Also, you paid, are you sure you haven't been scammed lol? Is it out of warranty?

@TheIdleCritic
Thanks, I'll have to keep trying. I wouldn't mind having to wait, since I'm working from home and can just leave the phone by my desk while I work, but I get disconnected immediately.

It sure feels like a scam, but a official one from Sony. My PSVR is out of warranty, and on their support site (https://www.playstation.com/en-ca/support/), after they make me go through a series of steps to make sure the PSVR is really not working (and not just incorrectly configured) they give me an option to pay for support. It's a fixed fee that covers any issues the PSVR might have.

And I got the official box from Sony, so I was almost done - except they forgot the simplest part, the return label. I'm almost shipping it without the label, just to see what happens. The PSVR is useless as it is now, anyway.

I can also check the status of the repair service on their support site, but it only says that it's not yet shipped for them to repair it.

So Sony must have changed the way they handle long support waiting times, because today I was able to stay in the queue instead of being instantly disconnected with a message saying "all lines are busy".

After about 1 hour and 15 minutes on hold, I was able to talk to a customer service representative, who in 5 minutes said they would email a new shipping label to me in the next 3 to 7 business days.

So if anyone end up having the same issue, that's the way to have it fixed!

@mig_akira good on you, glad you resolved the issue and are on the way to having a working psvr again!