Local Retailers Will Replace PS4 Controllers With Damaged Rubber
If you’re a newcomer to this story and my ongoing attempts to investigate this issue and help those suffering from it, allow me to fill you in on what has happened so far.
Just over a week ago I wrote an article about a potentially big problem with the rubber material used on the PS4 controllers’ analogue sticks, in that they were showing premature signs of wear and tear. I posted pictures of my own controllers which were suffering from this issue. As we know we’ve barely owned the consoles for more than a month so it’s quite ridiculous to see damage so soon.
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One of our readers, McClane, contacted me to inform me of his experience with the issue and his email exchange with Ster Kinekor Entertainment. I subsequently reached out to them to shed some light on this problem, and Ster Kinekor told me that they had taken the query to Sony Computer Entertainment Europe. On Monday I received an official statement from Ster Kinekor, telling me they are aware of it and all but confirming that it is likely a manufacturing defect and is not widespread.
Right, now that we’re done catching up let’s get to what’s new.
With this statement in hand I went to Incredible Connection, which is where I purchased my PS4 bundle. They did not know of the issue, but were happy to replace my controller after showing them proof of purchase and providing the statement I had received via email from Ster Kinekor. Of course you must be under warranty too. I then went to BT Games, where I had bought my second controller. They actually knew about the wear and tear, and replaced my controller after going through the same process.
I’ve been actively speaking about this issue on the SA Gamer forum and one of the users told me that CNA did not want to replace his controller. I assumed that this was because they were not aware of the issue and thought he had damaged it himself. Since I was already at the mall, I decided to visit CNA and speak to them directly. Turns out I was right and they didn’t know the problem existed. The man who helped me said that they had sold twenty PS4 units and had not heard a single complaint yet. I explained it to them, showed them the statement and told them of Incredible and BT Games agreeing to replace my own controllers. The man helpfully said that he will reach out to his head office to ask about it and I left my email address with him, so I should get a response when he does.
I was unable to contact Toys R Us before the writing of this article.
I spoke to BT Games regarding what their process would be for anyone who does not have an email statement like I did. They told me that the person would have to bring their proof of purchase and still be under warranty, and then BT Games would contact Ster Kinekor to confirm.
Either way the point is that local retailers should honour a replacement, and both Incredible Connection and BT Games (in Cavendish Square, Cape Town) were agreeable to this. However, the fact that Incredible and CNA were not aware of the problem suggests the possibility that it is indeed not widespread and likely a manufacturing defect affecting a small percentage of the PS4 controllers.
Of course the possibility still exists that other controllers can show signs of this wear and tear in the near or far future, and I will continue to follow up on this.
Lastly, if you find yourself having difficulty getting this done or PS4 controllers are out of stock in your stores, you can contact PartServe on 0861 773 783.
They specialise in repairs of electronics, including those out of warranty.