Hardware PS4 stuck in factory / service mode. Sony no help...

Drexyia · May 22, 2015

We sent in our ps4 to be serviced. The issue we were having was after ejecting a disk w/o turning it off it would not take the disk.

We received it back saying our warranty is void due to water damage. Well the disk problem is fixed some idiot forgot to take it out of factory / service mode. We personally tried everything before even calling. We then sucked it up and called two hours later they want us to pay for it to go back and be taken out of the mode all while pretending they have no idea what the mode is.

Does anyone know what to do? The ps3 file to exit fsm does not work btw. We were thinking of throwing it on Ebay and hopefully getting a little $$ back to switch to Xbox but, I don't wanna screw someone else over if nothing can be done.

Nathan Drake · May 22, 2015

Googling around a bit tells me that it seems to be common practice to claim that they have no idea what Factory/Service Mode is, and that although this mistake is rare, it has happened a few times with absolutely no solution having been found. None of the PS4 booting options disable it, and much like with the PS3, it is likely enabled and disabled via an external file launched via a USB stick. What does this mean?

1) Keep contacting Sony until you find someone that acknowledges the mistake and recognizes that they're responsible for disabling the mode. If you have to, yell at them until they see things your way. There comes a time when being calm and polite with customer service just does not work. If it means making someone's day a little worse to make yours better, sometimes it's a sacrifice that has to be made. The customer service industry is perilous that way. Honestly, maybe they don't generally know what this mode is because as a rep, this isn't something they should have to know about since it's a mistake that shouldn't be made. It's something they have to acknowledge though and something they should fix for free.

2) Sell it off. I don't imagine you'll get much since this is essentially a totally boned PS4 until that mode is disabled, no better than a broken console.

DJPlace · May 22, 2015

sony support is shit plus you can't hack there shit so fuck them.

T-hug · May 22, 2015

You should call them and mail them that screenshot and also get on the official sony support forums and make some noise. This is their error and you shouldn't have to pay anything.
I'm interested to see how this plays out as it seems to be a rare issue but the people it does happen too are getting screwed over.

Drexyia · Jun 28, 2015

We have not sent it in nor will we (because they want us to pay). We still havn't figured out how to get it out here is what we have just done today:
(remember we are out of warrenty)
We took the entire thing apart (with help of knowledgable peoples)
We then took the battery out of the motherboard for a half hour or so just in hopes.
We then decided to try a brand new hard drive
Even after everything it is still in factory service mode....

There are a few more of us with this problem out there (we may be up to a total of 10 now).

if you are one of the few please log in /register and post let me know if you got it fixed or not and what you did.

stomp_442 · Jun 28, 2015

service mode, kind of reminds me of the pandora battery for the psp.

cobleman · Jun 28, 2015

Tell us more about the "Water Damage"?

pastaconsumer · Jun 28, 2015

If you were to sell it, how much would you accept as the lowest cost?

spotanjo3 · Jun 28, 2015

Nathan Drake said:
Googling around a bit tells me that it seems to be common practice to claim that they have no idea what Factory/Service Mode is, and that although this mistake is rare, it has happened a few times with absolutely no solution having been found. None of the PS4 booting options disable it, and much like with the PS3, it is likely enabled and disabled via an external file launched via a USB stick. What does this mean?

1) Keep contacting Sony until you find someone that acknowledges the mistake and recognizes that they're responsible for disabling the mode. If you have to, yell at them until they see things your way. There comes a time when being calm and polite with customer service just does not work. If it means making someone's day a little worse to make yours better, sometimes it's a sacrifice that has to be made. The customer service industry is perilous that way. Honestly, maybe they don't generally know what this mode is because as a rep, this isn't something they should have to know about since it's a mistake that shouldn't be made. It's something they have to acknowledge though and something they should fix for free.

2) Sell it off. I don't imagine you'll get much since this is essentially a totally boned PS4 until that mode is disabled, no better than a broken console.

Don't sell it. You will regret it. Keep calling Sony. One of them will equally a good guy or a good gal to help you with that. A needle in the hay is hard to find. Don't give up. Again, DO NOT SELL IT!

Meanwhile, I am not sure if it will help you.. Here:

Code:

https://support.us.playstation.com/app/answers/detail/a_id/5044/~/ps4%3A-safe-mode

Hardware PS4 stuck in factory / service mode. Sony no help...

New Member

Obligations fulfilled, now I depart.

going hire Ronald McDonald To Gun Down Nintendo.

Always like this.

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