How Do I Send My PS5 Controller for Repair? The Complete 2023 Guide
Sending in your PS5 DualSense controller for repair due to issues like stick drift may seem daunting, but it‘s easier than you think – and often covered under your warranty. Follow this definitive, up-to-date guide to get your controller working like new again.
Contact PlayStation Support
The very first step is contacting PlayStation Support at 1-800-345-SONY. Explain your controller issue, like stick drift, unresponsive buttons, or failed rumble.
With PS5 hardware still relatively new, Support agents are well-trained specifically for troubleshooting DualSense controller problems before approving a repair. So have your controller handy to test during the call.
Tip: Enable PlayStation Support‘s remote connect feature beforehand under Settings > System > Remote Play > Remote Connect to stream your screen and replicate issues in real-time.
If Support is unable to resolve the problem after troubleshooting, they will initiate a return authorization and provide shipping instructions for a repair at a Sony service center:
| Issue Type | Turnaround Time |
|---|---|
| Physical damage | 10-15 business days |
| Factory defects | 10-15 business days |
| Stick drift | ~1 week via expedited service |
Stick drift repairs in particular are prioritized with an expedited process taking around 1 week. So issues like constant unwanted input and deadzone problems are resolved ultra fast.
Repair vs. Replace
For newer controllers still under 1 year factory warranty, Sony will repair the original unit at no cost to you.
Out-of-warranty repairs past 1 year run $39.99 for newer model DualSense controllers.
Alternatively, owners can opt to just replace an older controller past 1 year for $59.99 brand new via Sony Direct. Compare costs before deciding which route works best for your situation.
DIY Troubleshooting Tips
Before packing up your misbehaving DualSense, try these DIY troubleshooting steps yourself at home which could potentially resolve problems without the hassle of shipping:
Firmware Updates
Connect your PS5 controller with a USB-C cable and download the newest firmware via:
Settings > Accessories > Controllers > Wireless Controller Device Software
Updates often fix bugs causing issues like stick drift, so this basic step is vital.
Reset Controller
Resetting your controller erases all custom profiles and paired devices. Then it re-syncs fresh again. This can clear up glitchy behavior sometimes:
- Fully power down your PS5
- Locate the small reset pinhole on back of controller
- Insert a paperclip and hold for 3-5 seconds
Adjust Deadzones
Increasing deadzone levels via Settings > Accessories essentially ignores subtle stick movements that can cause false drift input. Tinker between 5-10% to find the sweet spot.
Remove Debris
Carefully pry off the thumbstick cap with a plastic pry tool and spray electrical contact cleaner under the rim, avoiding any sensors. This dislodges debris causing scratchy input.
Replace Thumbstick Modules
The actual underlying thumbstick mechanisms generating input easily swap out after disassembling the controller. Replacements run around $13 for a set on Amazon here. Watch my in-depth repair module video below:
https://youtube.com/c/GamingGizmo
Replacement sticks will function like new again and avoid the wait times and fees of sending into Sony. But performing this operation does void your factory warranty.
Shipping Your PS5 Controller Safely
Once PlayStation Support approves your DualSense for free in-warranty repair or paid out-of-warranty repair, follow these tips for safely packaging it to avoid further damage en route to the service center:
Original Box
Repack inside the official PlayStation box and sleeve for the most secure transport if you still have them. The snug custom molding protects the delicate thumbstick modules and triggers from shifting during transit.
Bubble Wrap
Lacking the original box, generously wrap the controller itself in bubble wrap before placing inside a shipping box. Leave no exposed areas subject to cracking. Popping bubbles provide cushioning if crushed.
Tight Pack
Fill any empty space surrounding the wrapped controller with added bubble wrap, packing paper, or air bags so it cannot slide around at all inside the box. Tape generously but avoid contact with controller surfaces.
Theft Protection
For security against potential package theft, do not write PlayStation or Sony anywhere on the shipping box exterior. Use plain brown boxes with your name + address as both shipper and receiver with discreet return address.
Shipping Insurance
In the unlikely event your controller gets lost or damaged by the carrier en route, paying a small fee for insurance protects against complete loss. For uninsured boxes, Sony liability is limited. Check with your carrier.
Recap of the PS5 Controller Repair Process
To summarize the key steps covered above on sending your PS5 controller in for repair:
- Contact PlayStation Support about your controller issue
- Have representative troubleshoot problem
- Obtain return authorization and shipping label if unresolved
- Try DIY fixes first before mailing as last resort
- Package controller safely to avoid more damage
- Sony repairs unit free under 1 year factory warranty
- Out-of-warranty fixes incur $39.99 repair fee
- Check status or buy replacement controller via Sony Direct
And there you have it! With these comprehensive details for shipping your PS5 controller to Sony for repair, you can get drift issues or malfunctioning buttons restored like new fast.
Let me know if this overview helped explain the end-to-end process for you! Feel free to reach out with any other PlayStation questions. Happy gaming!
