For two weeks I have been going back and forth with both AU and EU Playstation support, only to find out that it actually matters who I can contact with my issue. After realizing that I am always outside of the US timezones ( military: stationed in Japan) I have almost given up on my $400 paperweight. Read the below exchanges.... I'll pick up at the bottom.
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This is an email from Sony Computer Entertainment Europe.
Hi Chris,
Thank you for contacting PlayStation Support.
The serial number you've provided indicates you have an American console. I'm afraid we are unable to repair non-European consoles.
Need more help? Just contact us again and quote 160213-005248!
Thanks,
Niclas
PlayStation Support
EU.PLAYSTATION.COM
PlayStation Support:
020 3538 2665
Opening Hours:
10:30 - 19:00 Monday to Saturday
Closed Sunday
Click here to visit our Online Support services
Your e-mail:
I accessed the site from a computer, the only issue is that it asks for a 17 character PS4 serial number. It will not allow me to enter my serial number. The number is [...] . I am unsure of how to proceed from here, Please advise.
Sent from Mail for Windows 10
From: PlayStation Support
Sent: Friday, February 19, 2016 8:06 PM
To: [...]
Subject: Your PlayStation Query [Incident: 160213-005248]
This is an email from Sony Computer Entertainment Europe.
Hi Chris,
Thanks for your email.
Can you try accessing that website link via a computer please. If you try via a Smartphone you may get that error message you have provided.
With regards to your issue, it does sound like a console problem.
In the meantime, if you have any other queries, please let me know and I’ll make sure that it gets dealt with as quickly as possible.
Thanks,
Nic
PlayStation Support
EU.PLAYSTATION.COM
PlayStation Support:
020 3538 2665
Opening Hours:
10:30 - 19:00 Monday to Saturday
Closed Sunday
Click here to visit our Online Support services
Your e-mail:
Apparently I cannot view the page you linked me to. I feel that I must reiterate that it appears to be the console that has an issue, NOT the controller.
Sent from my iPhone
On Feb 18, 2016, at 9:37 PM, PlayStation Support <help@uk.playstation.com> wrote:
This is an email from Sony Computer Entertainment Europe.
Hi Chris,
Thanks for your email.
I'm sorry to hear that you are having problems with your DUALSHOCK 4.
We've created an online service that allows you to resolve issues with your controller, and you can even arrange a replacement if it can't be fixed.
Just go to https://hardware.support.eu.playstation.com/ and follow the on-screen instructions - you'll need your DUALSHOCK 4 serial number to hand.
Just drop us a line if you need any more help.
Thanks!
Ryan
PlayStation Support
EU.PLAYSTATION.COM
PlayStation Support:
020 3538 2665
Opening Hours:
10:30 - 19:00 Monday to Saturday
Closed Sunday
Click here to visit our Online Support services
Your e-mail:
It appears to be the console. I have tried other controllers, charging cables, and cannot get a connection. The ONLY time the controllers work is in safe mode while connected via the charging cable. After leaving safe mode by any of the 7 options, the controllers cease to have a connection. Controllers WILL charge, but will not allow any interaction.
Sent from my iPhone
On Feb 16, 2016, at 9:03 PM, PlayStation Support <help@uk.playstation.com> wrote:
This is an email from Sony Computer Entertainment Europe.
Hi Chris,
Thanks for your e-mail about PlayStation 4 (PS4).
I can see from your e-mail that you’re having problems with your DualShock 4.
At this point I would delete all Bluetooth Devices from the PS4 settings and try to re-pair the DS4. Do other Bluetooth devices (controllers, headsets etc.) connect to the console? If not, this suggests a fault with the console. And we can focus on troubleshooting with console as opposed to the controllers.
If other Bluetooth devices do connect, try on another USB port. If it works, this suggests a fault with the console again. If it doesn't work, try.the controller on another console if possible. If it works, this suggests, again it is an issue with your console. If it doesn't work, this suggests a fault with the DS4.
After trying these steps and it appears to you that the controller is at fault, just go to https://hardware.support.eu.playstation.com/ and follow the on-screen instructions - you'll need your DUALSHOCK 4 serial number to hand.
If it appears to be the console, please contact us again and we can continue troubleshooting.
I hope this helps, but if you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail.
Thank you,
Tyler
PlayStation Support
EU.PLAYSTATION.COM
PlayStation Support:
020 3538 2665
Opening Hours:
10:30 - 19:00 Monday to Saturday
Closed Sunday
Click here to visit our Online Support services
On Feb 14, 2016, at 8:41 PM, PlayStation Support <help@uk.playstation.com> wrote:
This is an email from Sony Computer Entertainment Europe.
Hi Chris,
Thanks for your e-mail about your DualShock 4 (DS4)
In order to solve your issue it might be possible to correct the fault by resetting your controller.
Information on how you do this can be found here:
https://support.us.playstation.com/articles/en_US/KC_Article/DualShock-4-Troubleshooting/?
I hope this helps, but if you have any other questions please contact PlayStation Support using the contact details below or by replying to this e-mail. Quote 160213-005248 and one of our team will be happy to help you.
Thank you,
Kyle
PlayStation Support
EU.PLAYSTATION.COM
PlayStation Support:
020 3538 2665
Opening Hours:
10:30 - 19:00 Monday to Saturday
Closed Sunday
Click here to visit our Online Support services
Your e-mail:
A customer posted the following question on the eu.playstation.com contact form:
Your Name: Chris
Email Address: [...]
What is your question about?: my device's system software
PlayStation Product: PS4
Your Question:
My Dualshock 4 controllers will not pair with the system. I have tried safe mode, to include wiping the system. I am using both the supplied cord and original controller. Problem persists with second glacier white controller that was bought after the console. PS4 serial# [...], Model# CUH-1215A. The issue started after downloading the 3.15 update. Should also note that wireless pairing also fails. Console was purchased the day after Black Friday this past winter.
All the best, the playstation.com team.
Your e-mail:
Kyle,
I have tried that, along with option 7 from the safe menu. Wirelessly pairing also fails. Issue persists with both controllers that I own, the original one and a glacier white one that was purchased a week later.
160213-005248
Sent from my iPhone
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Now you can clearly see the issue is the bluetooth chip in the console, I know that I can. I am unwilling to pay international rates to wait upwards of an hour on the phone and unable to use the Chat option for the US Customer Support. Can anyone help? An email address would be amazing if anyone has found one. Or better, if a Service Support member could reply to this chat and help that would be even better......
Mod Edit: Remove personal information - MooMaker