PS Repair Gone Missing? Sony After-Sales Turned into "Air": Only an Empty Box Left

Summary

An overseas player recently posted on a gaming community forum seeking help after a bizarre experience with Sony's official after-sales service. He sent his non-booting PlayStation Portal, a handheld remote play device, to Sony for repair. Two weeks later, he received a return package, but upon opening it, he found only half an empty packaging box—the handheld console itself was nowhere to be found. The player stated that the package looked perfectly intact with no signs of tampering, and he had not recorded an unboxing video, making subsequent claims difficult. He suspects the device was lost during UPS transit. After calling Sony's customer service hotline and enduring a long wait with no answer, he eventually filed a complaint. Sony has now accepted the case and launched an internal investigation into the after-sales and logistics processes, while the player is also planning to file a claim with UPS. The incident quickly ignited heated discussion in the gaming community. Many netizens shared similar experiences, pointing out that UPS has previously faced complaints about theft of valuable shipments. Others compared Sony’s packaging with Apple’s tamper-evident seals, arguing that Sony lacks adequate logistics security measures. This incident exposes potential vulnerabilities in console manufacturers' after-sales repair shipping processes, especially the unclear division of…