Sent in my PS5 to them for a system software error. They told me that is was the HDMI port because they saw stuttering. So all they did was replace the port and I paid $175 total. When I received the console back and started it up. It is continuing to experience the exact same errors I sent it in to be fixed. Instead of owning their mistake they are saying to mail it back in and they will probably tell me it will be a couple more hundred to fix the initial issue I sent it in for. They have lost my trust on the reliability of their diagnosis and repair. I understand it is a business and they need to make money, but based on the other low rated reviews and how the Owner is responding. The customer is not the focus of their service. Below is what they replied after I posted on google. They want me to send it back but I will never trust them with my devices ever again.
"We appreciate your feedback and would like to clarify a few important points regarding your repair and our process.
Your total payment of $175 included the $130 repair cost and $45 return shipping. We have been in business for over 10 years and have successfully repaired 100,000+ devices, including 10,000+ consoles from customers in all 50 states. We work with the military, police stations across Alabama, and perform B2B repairs for other repair stores in the country. We are one of the FEW independent repair labs with the equipment and expertise to perform complex board-level repairs on console systems.
When your console arrived through our free one-way mail-in program, it went through our standard intake procedure:
Two rounds of pre-repair testing
During these tests, your HDMI port failed, your system showed a corrupted database, and the cooling paste was dried out from regular usage and age. (This has been a VERY common issue, almost see these types of problem at least 5+ times a day across PS4, PS5, and Xbox)
To address all identified issues, we:
1. Replaced the HDMI port
2. Rebuilt the database
3. Replaced the thermal compound
After repairs, your console completed:
1. Two additional rounds of testing, and
2. A manager-level RQC (final quality check)
3. It passed all tests before we sent the invoice.
We also document repairs with photos and internal tracking, and we stand behind every repair with our 1-year warranty.
Because your system is still exhibiting symptoms, we do need it shipped back so we can determine whether there is an additional underlying issue that did not present during testing. Modern game consoles are complex; sometimes multiple faults can exist, and some only reveal themselves after another issue has been corrected. (If you understand technology you would know)
We are absolutely not in the business of charging customers unnecessarily -- our volume and reputation allow us to thrive without that. We did not become billionaires with your payment and also plan to be around longer as a business, so scamming customers is not our intention! If the console is found to be non-repairable, or if the issue is a reoccurring problem despite all of our effort to fix it, you will be refunded as you should as a consumer but we are not going to just take your word for it, we need see the issue first hand to determine this outcome! If a new, unrelated issue is present, we will contact you before moving forward.
Our goal is always to do right by our customers. Our team goes over and beyond stressing themselves out to do right by customers, but you as a customer are entitled to your opinion. We encourage you to send the console back under your warranty so we can make this right." read more
