The Good Guys review: Faulty ps5, game disc sent away in ps5 for repair is not being returned. Hoppers crossing store customer service is awful.

I purchased a PS5 from the hoppers crossing good guys store on 11/07/2023 for my sons Birthday, it was faulty from day one, games crashed constantly and could not be played so it was used as a youtube player for a couple of months, i tried to call several times, at different times of day and no one at the store answers the phone, due to a family member passing away i didint get a chance to go into the store and return this until 22/10/2023, they said theyll send it away and it could take up to 6 weeks to be assessed and repaired, i didnt get the option of replacement or refund at all, even though it was brand new and faulty from day one.

I tried to call a bunch of times without success, i checked the status through the repair link which said it was still awaiting dispatch to Sony, so I emailed a complaint on 1/11/2023 to the good guys store and never got a response so i went back in on 29/11/2023 and they said they dont know where the ps5 was, or whether it was being repaired or not, they then said i could have a full refund of the ps5 instead due to the time it has been already and that im unlikely to get it back by 6 weeks, and they have none in stock, so they cannot replace it. I told them that my son had left his brand new Spiderman 2 game inside the console, i need that game back, it cost $120 and i didnt realise he had left it in the console when i returned it, the lady told me that they take the games out before sending off for repair and she will get the guy who sends them off to call me that day but he was at lunch when i went in, she processed the refund and CLOSED THE CASE.

i never received a call back from the store at all, i tried to call them and again no answer, I finally got through to the store on 17/12/2023 and was told that the girl gave me wrong information and she no longer works there, but the disc likely was not taken out of the machine and it would have been sent back to Sony and because the case is now closed it is not their problem. BUT if i had of known this was the case, i would not have allowed this to be closed until i had gotten the Disc back! I was told now I have to call Sony to try get this back, but the person i spoke with then gave me the WRONG number for Sony ps5 repair center and when I asked they refused to give me The Good Guys complaints number or email and told me its on the website, however I cannot find anything on their website for complaints at all.

I called Sony then told me that their ps5 number was different and gave me the correct one, and they are only open monday to friday so i will have to call them during business hours (i work from 830-5 every day so i have to take time out of work to chase this up again) but i now need to try call Sony to try get this game back and will likely continue to get the run around like The Good Guys have.

I get that i should have checked the console for the game before returning it, however, they were told 3 times before providing the refund of the ps5 that I needed that game back and i was assured they would follow it up and contact me and return it and now i am being told this wont happen because they have closed the repair case now and dont know where that ps5 is. the customer service has been horrendous from day 1 and it is stressing me out dealing with them.

Repair#: 8917977