DualSense Controller Issues Thread

TitianGerm · 13-02-2021 2:02pm #1

Seeing as we seem to have a lot of issues with controllers already it might be good to have a thread to keep all the chat together in one place.

My R2 isn't 100% anymore. I'd guess it's only a matter of time before it breaks fully. Played about 50-60 hours so far.

nedd · 13-02-2021 2:38pm

TitianGerm wrote: »

Seeing as we seem to have a lot of issues with controllers already it might be good to have a thread to keep all the chat together in one place.

My R2 isn't 100% anymore. I'd guess it's only a matter of time before it breaks fully. Played about 50-60 hours so far.

Just posted in the PS5 thread. My R2 broke on my controller. Returned it to Harvey (had an argument with them ). Second controller has a sticky X button.

corcaigh07 · 13-02-2021 5:16pm

I have had the R2 issue as well. Went through Sony to replace the controller and they handled the situation pretty well tbf.

28 Jan - I rang Sony and got a DPD return label.
1 Feb - I rang DPD to organise return
4 Feb - Had to ring DPD as they messed up the collection. Collecting that afternoon.
8 Feb - Sony received it.
9 Feb - Sony dispatched back to me.
12 Feb - Received from UPS.

Sony's part to play on this just took 8 days, happy with that. Will be using a DualShock 4 for backwards compatibility in the future though.

Markitron · 15-02-2021 9:58am

corcaigh07 wrote: »

I have had the R2 issue as well. Went through Sony to replace the controller and they handled the situation pretty well tbf.

28 Jan - I rang Sony and got a DPD return label.
1 Feb - I rang DPD to organise return
4 Feb - Had to ring DPD as they messed up the collection. Collecting that afternoon.
8 Feb - Sony received it.
9 Feb - Sony dispatched back to me.
12 Feb - Received from UPS.

Sony's part to play on this just took 8 days, happy with that. Will be using a DualShock 4 for backwards compatibility in the future though.

I'm going to call them today to get it sorted. Bought a new Dualsense last week in anticipation. Not that much of an issue as I needed a spare one anyone

corcaigh07 · 15-02-2021 11:03am

Markitron wrote: »

I'm going to call them today to get it sorted. Bought a new Dualsense last week in anticipation. Not that much of an issue as I needed a spare one anyone

Takes a while to get through on the phone but once you get someone, I found them very helpful and a reasonable turnaround from start to finish.

TitianGerm · 15-02-2021 11:05am

Did you lads skip the retailer altogether?

I have to say my controller is getting filthy, even with all the extra hand washing it's impossible to keep it clean. The little icons must make it easier to pick up little bits of grime.

Markitron · 15-02-2021 11:07am

TitianGerm wrote: »

Did you lads skip the retailer altogether?

I mentioned in the PS5 thread that I contacted Smyths and they kept telling me in was Sony's problem, best I could get out of them was 'go to the shop when they re-open and they might help you'. So couldn't be arsed with that ****e.

corcaigh07 · 15-02-2021 11:27am

TitianGerm wrote: »

Did you lads skip the retailer altogether?

I have to say my controller is getting filthy, even with all the extra hand washing it's impossible to keep it clean. The little icons most make it easier to pick up little bits of grime.

Yep, I'm too far away from my local Smyths so went direct to Sony. I was afraid that the shop might want me to return the console and controller.

And yep, my controller was dirty too!

Markitron · 15-02-2021 11:47am

corcaigh07 wrote: »

Yep, I'm too far away from my local Smyths so went direct to Sony. I was afraid that the shop might want me to return the console and controller.

And yep, my controller was dirty too!

Did you have to sort out pickup with DPD? I just called my local depot and they didn't have a clue what I was on about. I have been on hold with head office for ages and the online chat isn't working.

TitianGerm · 15-02-2021 11:51am

Markitron wrote: »

Did you have to sort out pickup with DPD? I just called my local depot and they didn't have a clue what I was on about. I have been on hold with head office for ages and the online chat isn't working.

When I had to send my faulty GPU to Scan they gave me a return label. Did Sony send you one?

Markitron · 15-02-2021 11:53am

TitianGerm wrote: »

When I had to send my faulty GPU to Scan they gave me a return label. Did Sony send you one?

They sent me the label but told me I have to ring DPD to get it collected, that is proving somewhat of a challenge at the minute. The webchat isn't working and I have been on hold with them for 30 mins.

corcaigh07 · 15-02-2021 11:57am

Markitron wrote: »

Did you have to sort out pickup with DPD? I just called my local depot and they didn't have a clue what I was on about. I have been on hold with head office for ages and the online chat isn't working.

Ya, I rang the separately and as per my timeline, they messed up organising it the first time. 2nd time was fine and collection was arranged for later that day.

I rang 0906420500, didn't take that long, 10 min call. Might have got lucky though!

Markitron · 15-02-2021 11:58am

corcaigh07 wrote: »

Ya, I rang the separately and as per my timeline, they messed up organising it the first time. 2nd time was fine and collection was arranged for later that day.

I rang 0906420500, didn't take that long, 10 min call. Might have got lucky though!

Thanks, guess I'll keep trying

TitianGerm · 15-02-2021 12:01pm

Markitron wrote: »

They sent me the label but told me I have to ring DPD to get it collected, that is proving somewhat of a challenge at the minute. The webchat isn't working and I have been on hold with them for 30 mins.

That's what I had to do when I had to send my faulty GPU back to Scan. I got though to the local depot and they sorted collection for me.

Markitron · 15-02-2021 12:11pm

TitianGerm wrote: »

That's what I had to do when I had to send my faulty GPU back to Scan. I got though to the local depot and they sorted collection for me.

Local depot were the first ones I called and they told me I had to call head office to get the order on the system.

TitianGerm · 15-02-2021 12:15pm

Markitron wrote: »

Local depot were the first ones I called and they told me I had to call head office to get the order on the system.

Maybe you need to leave it overnight for the system to update to show the Sony label?

Markitron · 15-02-2021 12:20pm

TitianGerm wrote: »

Maybe you need to leave it overnight for the system to update to show the Sony label?

That is exactly what head office just told me

Dubdude · 15-02-2021 2:56pm

The triangle and X buttons on mine have been fairly sticky and annoying so I contacted Harvey Norman this morning via online chat and they told me to bring it to a store for a technician to have a look at

nedd · 15-02-2021 5:11pm

Dubdude wrote: »

The triangle and X buttons on mine have been fairly sticky and annoying so I contacted Harvey Norman this morning via online chat and they told me to bring it to a store for a technician to have a look at

My guess is you bring it to store and the tell you to contact Sony. Webchat and store management are not connected.

RGARDINR · 15-02-2021 6:16pm

Already issues arising I see.

duploelabs · 17-02-2021 5:42pm

RGARDINR wrote: »

Already issues arising I see.

Been reported again

https://gizmodo.com/sony-sued-for-not-honoring-warranty-agreements-on-defec-1846284638

Potential-Monke · 17-02-2021 10:13pm

Mine is still fine, but just had a moment. PS5 in rest mode, DS connected. Powered on fine, went for a smoke and when I came back the mute and white LEDs were off, just the 2 blue side LEDs on the touched. Wasn't controlling anything. Pressing the PS button made the blue lights flash rapidly, then one orange blink and solid blue. Disconnected cable, powered off PS5 and powered on again, press PS button and working fine again. Small software glitch I'd imagine, but only the second issue thats resolved since I got it.

Mr Crispy · 19-02-2021 10:05pm

Gadget repair company iFixit have a video explaining the drift issue with controllers. Worth a watch.

https://www.youtube.com/watch?v=7qPNyio3VDk

Guy:Incognito · 20-02-2021 8:53pm

The young lads Dualsense left stick has started to drift the last few days.

When they go to Sony are they actually repairing them and sending you back your own controller or do they just send a refurb one out straight away?

On the below, tbh, even when shops are open, I'd go straight to Sony. All that will happen with going to Smyths is adding 2 trips to the shop (1 to drop, 1 to collect) and probably an extra day minimum at either end for them to send it to Sony anyway.

TitianGerm wrote: »

Did you lads skip the retailer altogether?
.

Markitron wrote: »

I mentioned in the PS5 thread that I contacted Smyths and they kept telling me in was Sony's problem, best I could get out of them was 'go to the shop when they re-open and they might help you'. So couldn't be arsed with that ****e.

notahappycamper · 21-02-2021 12:17pm

Anyone who has had their buttons sticking i.e. X, circle, triangle or square, try using this spray https://www.wd40.com/products/contact-cleaner/ NOT regular WD40. I had my X button sticking and this has fixed it for now.

nedd · 21-02-2021 7:45pm

notahappycamper wrote: »

Anyone who has had their buttons sticking i.e. X, circle, triangle or square, try using this spray https://www.wd40.com/products/contact-cleaner/ NOT regular WD40. I had my X button sticking and this has fixed it for now.

I regularly use contact cleaner on my drifting switch controller. Works great.
My X was sticking and was getting ready to use contact cleaner but my son fixed it. He said it was sticking while playing fortnite so he gave it a good yank up. Hasn't stuck since. Maybe there was dirt under it or something.

Terminator · 27-02-2021 11:36am

Got my PS5 yesterday. Fired up Astro and the haptics in the left trigger stopped working after an hour of light use.

Guess I will have to send it to Sony for repair. I hope this isn't a widespread issue.

nedd · 27-02-2021 1:37pm

Terminator wrote: »

Got my PS5 yesterday. Fired up Astro and the haptics in the left trigger stopped working after an hour of light use.

Guess I will have to send it to Sony for repair. I hope this isn't a widespread issue.

Where do you buy from? Bring it back to them.

Terminator · 27-02-2021 3:24pm

It came with my console order from Gamestop. I'll send them an email and see what the next step is.

RGARDINR · 27-02-2021 3:54pm

Terminator wrote: »

It came with my console order from Gamestop. I'll send them an email and see what the next step is.

I sent mine back to gamestop still waiting at moment from them. They will send you an email with a parcel motel return sticker to send it back and also a return form you need to complete and send it back with the controller. Was easy to do but was hassle as don't have a printer but I got sister to print it and send it in the post to me. I emailed them 2 days ago and got a reply within 5 mins as they have it about 15 days but was told will take a bit longer in current environment to check it as only limited staff in to check broken items, so they have to check it and if there satisfied that it's broken etc that they will either refund or send me a new one or repair it. So not sure how much longer they wil have it for. That is from controller I bought from them a 2nd one.

Terminator · 27-02-2021 5:31pm

I suspected it would be a drawn out affair so I have a new controller coming on Monday from Amazon.

RGARDINR · 27-02-2021 8:59pm

Terminator wrote: »

I suspected it would be a drawn out affair so I have a new controller coming on Monday from Amazon.

Yeah best off I turned off the haptic feedback as that's what broke or really loosened up the R2 button

Markitron · 01-03-2021 1:34pm

Having a nightmare with Sony/DPD. Called 2 weeks ago to get my dualsense sorted, Sony got it sorted and sent me a label immediately. I tried to get DPD to pick it up every day that week but they kept telling me it wasn't on the system. Called Sony again last week to see what the problem was and they assured me that they had it fixed and it would be on DPD's system, cue another week of calling DPD to no avail.

Called Sony AGAIN this morning and they issued a new return order for me, have to call DPD again tomorrow to get it picked up, have to just hope it works this time.

All of this is made much much worse by the fact that only DPD customer service can help me and it takes a minimum of 30 mins to get through to them. With Sony, if you do not call them the second they open you will be an hour or more on hold. Entire situation is a pain in the hole.

Terminator · 03-03-2021 1:53pm

Hope you got it sorted Markitron.

It took me an hour to get through to Sony yesterday and they arranged for it to be collected. Then a further 30 minutes to get through to DPD but it wasn't on their system. After seeing your post I asked the agent if he would mind checking for me today as I didn't want to spend another 90 minutes ringing both companies. So I got an email this morning confirming the collection and it is off to be repaired now.

Markitron · 03-03-2021 2:08pm

Terminator wrote: »

Hope you got it sorted Markitron.

It took me an hour to get through to Sony yesterday and they arranged for it to be collected. Then a further 30 minutes to get through to DPD but it wasn't on their system. After seeing your post I asked the agent if he would mind checking for me today as I didn't want to spend another 90 minutes ringing both companies. So I got an email this morning confirming the collection and it is off to be repaired now.

They finally collected it yesterday thanks, I'm glad my troubles at least helped with yours a bit. I'm gonna leave some bulletpoints underneath here in case anyone else finds them helpful in getting their own controller repaired.

If you got your controller from Smyths don't bother contacting them, they will insist it is Sony's problem. Save yourself the hassle and call Sony directly
Call 01 691 7379 for Sony support
You MUST call them as soon as they open at 10:30, even a slight delay will mean being on hold for over an hour
Dial 1 (x3) to get through to PS5 hardware support
You need the 17-digit serial code on the back of the dualsense, it is below the AR code and starts with 'G10'
They will send you a label at this point so box up the controller and attach it
One of the reps I spoke to tried to claim that I had to use the label sent to me and then drop it off at a post office - this is not true, DPD will collect it. Don't let them fobb you off
Wait until the next day and call DPD on 090 642 0500
Their lines open at 8am, call them straight away otherwise you are looking at a 30/40 mins wait
Make sure to mention it is a Cycleon collection
If they tell you it is not on their system, call Sony back immediately as the mistake is on their end. Make sure Sony issue you an entirely new label - this issue cost me 2 weeks

Retr0gamer · 04-03-2021 11:06am

Markitron wrote: »

[*]If you got your controller from Smyths don't bother contacting them, they will insist it is Sony's problem. Save yourself the hassle and call Sony directly

Just so everyone is aware that once your warranty is up then this is very much Smyths problem. Your contract is with them and your consumer rights protected by Irish and European law state that a product should last a reasonable time. A reasonable time should be the life time of a console for a controller. Hit them with the legal angle and if not happy ask to see a higher up.

And if that doesn't work there's the small claims court which you will win.

nedd · 04-03-2021 11:32am

My X and Circle buttons are sticking a little on mine. I just tried spraying some contact cleaner in there and mashing them. Seems OK now, I will see how it plays this evening.

Markitron · 04-03-2021 11:54am

Retr0gamer wrote: »

Just so everyone is aware that once your warranty is up then this is very much Smyths problem. Your contract is with them and your consumer rights protected by Irish and European law state that a product should last a reasonable time. A reasonable time should be the life time of a console for a controller. Hit them with the legal angle and if not happy ask to see a higher up.

And if that doesn't work there's the small claims court which you will win.

I was arguing with them over email for a week, got to the point where they told me to go back into a shop with it when lockdown ends and maybe the manager could decide to swap it out. Total nonsense of course.

With things the way they are, the fastest way to get your controller repaired or replaced is to go through the process outlined above.

All_in_Flynn · 05-03-2021 4:56pm

My square button has become sticky. I'll be returning to Smyths who can chase Sony themselves. I've had retailers try this kind of thing before. Speak to a manager and just quote the sale of goods and supply of services act. You are 100% protected under Irish law. Contract is with the retailer and not Sony. Granted, this process will be more difficult given you cannot go into the shop but just hold your ground and keep quoting the law.

This has been my first issue with the console. Annoying though cause I love the controller in general.

RGARDINR · 05-03-2021 5:22pm

All_in_Flynn wrote: »

My square button has become sticky. I'll be returning to Smyths who can chase Sony themselves. I've had retailers try this kind of thing before. Speak to a manager and just quote the sale of goods and supply of services act. You are 100% protected under Irish law. Contract is with the retailer and not Sony. Granted, this process will be more difficult given you cannot go into the shop but just hold your ground and keep quoting the law.

This has been my first issue with the console. Annoying though cause I love the controller in general.

Yeah controller is great but the issues surrounding it are annoying. A fair few people have issues with something that is only a few mths old. I got a new one 2 days ago from gamestop. Took about 3 wks all in all to get a new one from 1st contact to getting it in the post. Hopefully Sony try and fix the issues in question ASAP.

Markitron · 08-03-2021 12:11am

All_in_Flynn wrote: »

My square button has become sticky. I'll be returning to Smyths who can chase Sony themselves. I've had retailers try this kind of thing before. Speak to a manager and just quote the sale of goods and supply of services act. You are 100% protected under Irish law. Contract is with the retailer and not Sony. Granted, this process will be more difficult given you cannot go into the shop but just hold your ground and keep quoting the law.

For people that want their controller sorted as soon as possible, as things stand the fastest way is to go through Sony. From when you make the first phone call you can possibly have it back in a little over a week.

nedd · 08-03-2021 9:28am

Markitron wrote: »

For people that want their controller sorted as soon as possible, as things stand the fastest way is to go through Sony. From when you make the first phone call you can possibly have it back in a little over a week.

I spent 10 mins in Harvey Normal telling them about the sale of goods act. Got my controller replaced. It wasn't a massive arguement, I just told them it is their responsibility.

Mr Crispy · 08-03-2021 11:06am

nedd wrote: »

I spent 10 mins in Harvey Normal telling them about the sale of goods act. Got my controller replaced. It wasn't a massive arguement, I just told them it is their responsibility.

The annoying thing though, is that the next person in with the same fault will still have to go through the rigmarole of explaining the same thing to them.

Flyer29 · 10-03-2021 12:26am

My PS5 arrived from Smyth’s yesterday. Spent yesterday doing the updates and game installs etc

Sat down properly to play tonight, spent maybe an hour on Astro and then played a bit of COD and the R2 button has just started to act up in the last few minutes

Wouldn’t have been much more than 2 hours playing time all in. I don’t have a spare controller either so not an ideal start

RGARDINR · 10-03-2021 12:35am

Flyer29 wrote: »

My PS5 arrived from Smyth’s yesterday. Spent yesterday doing the updates and game installs etc

Sat down properly to play tonight, spent maybe an hour on Astro and then played a bit of COD and the R2 button has just started to act up in the last few minutes

Wouldn’t have been much more than 2 hours playing time all in. I don’t have a spare controller either so not an ideal start

turn off the haptic feedback on the controller if you haven't already. I find playing shooters wrecks it. Might stop it from fully going and hopefully you can exchange it in meantime but contact smyths ASAP in regards to it.

Oafley Jones · 10-03-2021 9:15am

RGARDINR wrote: »

turn off the haptic feedback on the controller if you haven't already. I find playing shooters wrecks it. Might stop it from fully going and hopefully you can exchange it in meantime but contact smyths ASAP in regards to it.

It may not be the cause, but those plastic worm gears they’ve used looked completely inadequate in the tear down. There’s seems to be far too much stress on the component for it not to be made of metal.

RGARDINR · 10-03-2021 10:34am

Oafley Jones wrote: »

It may not be the cause, but those plastic worm gears they’ve used looked completely inadequate in the tear down. There’s seems to be far too much stress on the component for it not to be made of metal.

Yeah they need to fix it for sure I wonder how many people have had issues with their controller so far. Even with my new one I'm worried R2 might still break on it.

Terminator · 11-03-2021 3:12pm

Just received a replacement controller from Sony. Looks brand new (well so was mine) but anyway L2 Haptics are working as they should.

RGARDINR · 11-03-2021 3:41pm

Terminator wrote: »

Just received a replacement controller from Sony. Looks brand new (well so was mine) but anyway L2 Haptics are working as they should.

I turned the haptics off especially as I play shooters so I think goes a lot faster then.

Markitron · 11-03-2021 4:13pm

Terminator wrote: »

Just received a replacement controller from Sony. Looks brand new (well so was mine) but anyway L2 Haptics are working as they should.

Mine was new as well, it seems that as soon as they receive the controller at their site in Dublin, they immediately dispatch a new one from France.

Terminator · 11-03-2021 4:29pm

Better than getting someone else's controller but that will probably change as their refurbished stock goes up.

@ RGARDINR, I like the feature but I think I will adjust the intensity settings to medium, having it on full may be asking for trouble.

DualSense Controller Issues Thread

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