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Sony apologizes for PS5 pre-order disaster

‘PS5 preorders could have been a lot smoother’

PS5 artwork Image: James Bareham/Polygon
Nicole Carpenter is a senior reporter specializing in investigative features about labor issues in the game industry, as well as the business and culture of games.

Pre-orders for Sony’s next-gen console, the PlayStation 5, opened shortly after the company announced its release date and price details. To put it nicely, it was a mess. Retailers went rogue and opened pre-orders early — a day ahead of the Sept. 17 date announced by Sony. Sites crashed and people panicked wondering whether they’d get their hands on a next-gen console or not.

As it turns out, Sony has recognized the error of its ways. “Let’s be honest: PS5 preorders could have been been a lot smoother,” Sony tweeted from the PlayStation Twitter account on Saturday. “We truly apologize for that. Over the next few days, we will release more PS5 consoles for preorder — retailers will share more details. And more PS5s will be available through the end of the year.”

Specific details on future pre-order windows are still unclear.

To add more chaos to the pre-order mess, Amazon reported on Friday that people who did secure pre-orders might still see delays in getting their consoles. The company emailed pre-order customers and warned them they “may not receive this item on the day it is released due to high demand.” It continued: “We’ll make every effort to get the item to you as soon as possible once released.”

Sony’s next-gen competitor, Microsoft, is opening pre-orders for the Xbox Series X and Xbox Series S on Sept. 22. The company appears to be more confident in its pre-order processing, providing exact timing for the pre-order launch. Pre-orders open Tuesday at 11 a.m. EDT.

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