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Playstation Staff
12 Dec 2017
By LordRoss

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PlayStation VR Support: Fix & Replace

[ Edited ]
16 Replies 6,396 Views edited 12-12-2017
12 Dec 2017
By LordRoss

We can fix your issue or arrange a replacement for your Aim Controller or PS VR with our PlayStation online service tool. Give it a go!

https://hardware.support.eu.playstation.com/

 

 

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slackbladders11

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My vr headset keeps going on and off in games . The sound breaks up on all games as well . I’ve tried new hdmi cables and fault persists . I have to disconnect the control unit from the PS4 to play my other none vr games so as to have trouble free gaming. Your help appreciated, thank you. 

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Daniel4659

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slackbladders11
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Sound like VR Power unit faulty 

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slot39

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I went to play a game on the Vr and the lens has dropped to the floor and chipped it. I haven’t played on it much so not to happy. Any advice thanks

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funkubus

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Your fix and replace system is a joke. I've been waiting almost 3 months to the day to be able to play my VR after sending it off to be repaired, this is all down to misinformation from Playstation support employees, and utter incompetence from the people at the repair centre. I've tried making a formal complaint for some kind of compensation, and that all fell on deaf ears. When my PS3 broke it was picked up by a courier service, sent off for repair/replacement and I had one back within 5 days. That one had a scratch on it and I was sent another replacement within 2 days! But not with the VR clearly, 3 months and I still can't play it because they can't send me out the right end of a frigging power cable! I wish I'd never bought the thing. 

Spoiler
 
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paul5688clarke

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Problems when turned on says the cables are not connected and to keep it on the wire has to be in a certain position 

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chaddad

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I’ve just inboxed and set up my PSVR for the first time, and the left earbud does not receive sound.

I've tested it with another pair of headphones plugged in to the PSVR, and the sound was fine.

I also tested plugging the PSVR headphones into my phone, and the left ear doesn’t have sound.

The headphones that came with the PSVR are faulty, can I organise a replacement pair to be sent to me?

Thanks.

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Timursuperstar

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Returns Reference Number: S-i0wnyjvym

Dear Sir or madam
A few weeks ago I sent in your repair service the full set of VR Playstation in retail packing including:
Hdmi cables
Power supply with Power cord
Printed documentation (manual)
VR headset connection cable
USB cable
VR headset
Processor unit
Yesterday I received a replacement ps vr, but only:
VR headset and
Processor unit
All cables, power adaptor and Manuals is missing, so we can not start using that PS VR.
Please, can you resolve this issue as soon possible and send the missing cables and power supply.
Best regards,

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Oran_Gina

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This is just the community forum, you need to talk to customer support. 

 

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Timursuperstar

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do you know what is customer support email?

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It's usually better to ring, but it'll depend where in the world you are.

https://www.playstation.com/get-help/#!/

and 

https://twitter.com/AskPS_UK should be able to get things moving if you're in EU region. 

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Timursuperstar

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Thanks for respond. I tried to call, but 40 minutes only waited when someone answered. unfortunately to no avail

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herne_eidolon

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the page is a nightmare to navgate. I have sound cutting in and out in one of the ears due to a problem with the cable somewhere close to where it connects to the headset, but there is no option anywhere on the Fix and Replace page to get through to a fix being done for this issue, it just isn't in the list of questions for possibe problems. What exactly am I supposed to do then?

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-------------------------------------------
I am dyslexic, and a bad typist too. Please bear with me if my spelling's a bit off. I do try. Thanks.

I still really miss PS Home :(

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sroy2577

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Hi I am having problems with my vr headset keeps saying connection problems all wires are in correct can you advise me please or arrange collection to get this problem sorted many thanks steve

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kelvincostaadona
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Ciao. Ho problemi con il mio VR. Non c è nessuna immagine vedo scuro quando riproduco i giochi. Ho provato a bypassare i cavi e collegare direttamente nell unità. Oltre ad essere tutto scuro, a tratti ci sono anche delle luci verdi nello schermo del vr. Mi potresti aiutare grazie. 

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herne_eidolon

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Can someine please direct me to the help phone number for arranging a psvr return. The replacement they sent me is hopeless, the screen and audio keep cutting out, and it won't come back on unless i turn it off and on again.

The fix and replace link with its very limited range of questions is completely useless and i get nowhere trying to navigate my way ti get to the returns option. When i had to return my original headset i found a helpline number where i Could speak to someone who arranged for it to be returned. Ive been going round in circles online for an hour now trying to find the number, but can't find it anywhere. This is an appalling way to operate. 

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I am dyslexic, and a bad typist too. Please bear with me if my spelling's a bit off. I do try. Thanks.

I still really miss PS Home :(

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Argh_Mon

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Hello,
I bough new PSVR and found that only one headphone working. I connected from my phone ones and they play ok. It seems the one I got with headset are faulty only one earpiece playing.
Regards

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