You can now exchange your PlayStation 4 and DS4 controller online!

Question

Hi guys, 
I'm happy to introduce a new way of getting help with your PlayStation products. From September 23rd if you are experiencing difficulties with your PlayStation product you can diagnose the problem online.
We're starting with support for PlayStation 4 and DualShock4, so simply go through the troubleshooting guide and with your help the system will identify the cause of the problem and suggest solutions. If following this process your controller is found to be faulty you can, for most problems arrange to send off the product and for a replacement to be dispatched without ever having to pick up the phone 
The process has been designed to be incredibly user friendly however if you get stuck or have any questions please get in touch with me through the Forums.
Please click here to access the new service.
For DS4 issues watch the below video guide on resetting your controller made by community member 7421max
Thanks,
SFZ

Answer 1

I Still don't get why people can't, or just won't? go back to the shop or contact online store to deal with them directly, what gives with this gen, i mean i see a lot of people reporting issues with returns to sony, either returning faulty or late, are retailers refusing to exchange a faulty console/controller whithin the original 12 months consumer rights law?.. if so can they do this?, seems this new service 'might' just be a way to appease retailers who've 'perhaps?' had many faulty returns, and have told sony there getting fed up, with the customers who stand the ground IF told 'return it to sony', as if this is what i was told by my retailer i'm afraid i would not budge, policemen would need to be called etc, whereas other people might not be prepared to go as far and take retailers 'advice' to just send it off to sony, correct me if i'm wrong, but also once you actually do involve sony for a repair, instead of point of purchase, you lose any lawful claim against retailer, as they merely say, 'that is not the item we sold you', at least that is how it worked with ps3, touch wood my ps4 has been trouble free, since December, but IF like ps3 i will probably be buying two or three more in years to come, before next gen etc, so i really hope retailers/sony are not attempting to move the customers rights of a at least 12 months fit for purpose gaurentee, which we are entitled to on most every product we buy, certainly expensive electrical items. All i know is my advice to anyone is only send it to sony if you Have to, lost reciept so on, look forwards to learning exactly what the situation is atm, re faults and who is responsible, and if it is legit or some scam.