Callous & disinterested service, no customer relations.

I recently returned the family’s Sony PS5 gaming console for warranty repairs to Game in George. We bought this console from Game Online as a family Christmas present about 8 months ago.

We returned the console under warranty as it had suddenly started overheating – so shortly after starting it up to play it would overheat and then it would shut down. The family was very upset as we loved the Sony PS5, however I was confident that Game could have the console repaired and returned to us within the 21 days as that was stated on their returns & warranty policy. We handed the console in for repairs, and specifically requested that the hard drive not be wiped clean as all our family games, media and progress was stored on the hard drive. The Game assistant at the returns counter made a note on the Game system that the PS5’s hard drive must not be wiped & erased as we’d lose all our hard-earned family gaming progress. I also stipulated that if the fault was the hard drive, I’d be happy to purchase a new hard drive and have all our game progress and data transferred to a new hard drive at my expense.

Over the next 3-4 weeks I contacted Game returns department repeatedly for updates on the repair and to make sure that the hard drive would not be wiped as requested. I even got the contact details of Part Serve who where fixing & servicing the PS5 for us, and I spoke to them on 3 occasions to make sure that the hard drive would not be erased. I was assured that the hard drive was not touched, and that only the fan on the PS5 had malfunctioned and only the fan would be replaced, the hard drive would be returned to us with all our game progress intact. I believed this to be the truth and so told my family this too.

Well, I finally received the PS5 console 22 working days after I had handed it in for repairs, and now when I plugged it in to play with my family……………all our game progress, games, media, photos and all our data has been erased!!!

The whole hard drive is completely empty and all the information is lost – my family is devastated, the kids are in tears, and I had assured them that all our progress was intact because that is what numerous Game and Part Serve staff had told me over the phone on numerous occasions. The repair report from Part Serve also states that only the regulator and the fan was replaced, nothing else – so there was no reason to erase the hard drive.

I am so upset and disappointed with this shocking service, with staff so callous and disinterested in trying to assist us.

Sincerely, Stephan Busch