Poor customer service

My son was one of the first people to receive the PS5 in this country. The camera on the remote keeps moving making it difficult for him to play games as the characters move without him doing so. I complained on SONY website which is very un-user friendly. I eventually received a response requesting where I was based. I responded and had to do so three more times and still no response from SONY PlayStation team. This is shockingly poor service and my son is frustrated with his gaming experience. Keep it up SONY and see how you lose loyal customers. This is downright disgusting to treat a customer this way and I`m sure against your company ethos.