Gerald Lorenzetti
I brought my PS5 to Gem City specifically for a clean-out. I told them upfront that I’d already opened it partially myself, but I didn’t have the T8 security bit needed to fully disassemble it and properly remove the dust. That’s the entire reason I went to a shop to pay someone who already has the tools to do it. I also explained the issue clearly: dust buildup is causing my PS5 to overheat and auto shut down (a built-in safety feature). Despite that, they insisted on charging me for a diagnostic because they said, “It’s probably not that,” and suggested it could be liquid metal (which they called “unfixable”) or another issue they didn’t c... I brought my PS5 to Gem City specifically for a clean-out. I told them upfront that I’d already opened it partially myself, but I didn’t have the T8 security bit needed to fully disassemble it and properly remove the dust. That’s the entire reason I went to a shop to pay someone who already has the tools to do it. I also explained the issue clearly: dust buildup is causing my PS5 to overheat and auto shut down (a built-in safety feature). Despite that, they insisted on charging me for a diagnostic because they said, “It’s probably not that,” and suggested it could be liquid metal (which they called “unfixable”) or another issue they didn’t clearly explain. I agreed to the diagnostic as long as they still cleaned it, because again I already knew the main problem was dust and I didn’t want to buy a whole kit just for one job. A day later they called and said they found no issues after play testing it twice for about an hour each time, and that it was one of the most clean PS5s they’ve seen in a while and told me it was cleaned and ready for pickup. Because I’ve had a bad experience there before (I previously had a laptop screen replaced there and it has flickered ever since), I called before heading over and confirmed again that it had been cleaned. When I picked it up, I opened one side panel right at the counter just to verify. Dust bunnies immediately fell out. The fan was still visibly dirty and packed with dust. I asked the employee if it had actually been cleaned because dust was still everywhere the main reason I brought it in. I mistakenly called the power supply a “battery” (my slip), and his only response was, “PS5s do not have batteries.” When I corrected myself and said “power supply,” he replied, “Oh, we don’t mess with the power supplies really.” So… what exactly did I pay for? It feels like they just turned it on, ran it, and called it a day while telling me it was cleaned when it clearly wasn’t. The interaction also came off condescending, like I was the problem for asking for what I paid for. I left instead of arguing because I had my kids with me and wasn’t trying to make a scene. I can’t recommend Gem City for repairs or clean-outs based on my experience. You’d honestly be better off buying the tools and following a YouTube guide it’ll save you time, money, and frustration. I plan to update with more pictures, after I buy the right kit to disassemble and show how it hasn’t been cleaned. But in these ones you can see the fan clearly not, and through the pocket of the internals