Controlled diagnostic standard
HYPR’s controlled test bench and QA process are the primary reference for hardware diagnosis, repair verification, and warranty assessment.
Chat with HYPR HYPR Send-in Service Policy
Please read this policy before sending your controller to HYPR
It explains how we receive, service, test, and return your controller, including payment, collection, and storage charges.
1.
Before sending your controller
Place your Send-in order or confirm your service arrangements with HYPR before shipping or dropping off your controller.
Provide accurate contact details and tell us about any existing faults, damage, previous repairs, or modifications. Include your order number with the controller so we can identify your service request.
Pack your controller securely in a box or sturdy protective packaging so it cannot move around during transport. Remove detachable accessories, including thumbstick caps, grips, and skins, unless HYPR specifically asks you to include them.
Follow the delivery address and receiving instructions provided with your order. Keep your courier receipt and tracking details.
2.
Inspection, approved work, and diagnostics
HYPR records the controller’s observable condition and checks relevant functions upon intake. Some faults may only become apparent during inspection, disassembly, or testing.
Your service covers the work listed on your confirmed order. If we identify an additional issue, compatibility problem, or repair requirement, we will explain it and provide any revised charges before proceeding.
Additional paid work requires your approval.
Servicing one component does not mean every original or previously modified component has been repaired or replaced.
Why We Use a Controlled Test Bench
The purpose of HYPR’s controlled test bench is not to disregard a customer’s experience. It removes external variables so the controller itself can be tested objectively, consistently, and repeatably.
What we test
We test the controller itself and its raw input signals to verify whether buttons, triggers, sticks, and other inputs are detected and reported correctly, including stick response, centering, and range. A known test setup lets us check the controller’s own input reports before assessing how they behave in a customer’s setup. Console or PC configuration, Bluetooth and other wireless connections, firmware, games, software, mappings, cables, adapters, and customer settings are controlled or checked separately when relevant. We also inspect the housing, fit, fasteners, installed parts, workmanship, and relevant electrical connections.
Customer evidence and suggested causes
Your videos and test results are valuable evidence of the reported symptom. On their own, they do not establish its root cause or prove that a HYPR repair failed. Suggested causes, such as a Flex PCB, stick module, or Bluetooth fault, are treated as hypotheses. HYPR determines the hardware diagnosis through controlled testing and physical or electrical inspection.
When the issue cannot be reproduced at intake
If HYPR cannot reproduce the reported issue during intake testing, we document that condition, the test setup, and the checks performed. With your approval, HYPR may still perform the agreed service based on the reported symptom. The intake record distinguishes what you reported from what HYPR was able to reproduce.
What passing final QA means
Final QA documents the controller’s tested condition at the time of release. If the relevant function passes documented final QA, it is considered to have passed service at release under the recorded test conditions. This confirms the result for the functions tested; it does not establish that every possible intermittent fault is absent.
Recurring, intermittent, or disputed issues
A later recurrence does not automatically establish that the original repair was defective. For a recurring, intermittent, or disputed hardware issue, the controller must be returned to HYPR for reassessment under the controlled test procedure. Contact HYPR for return instructions first. Remote troubleshooting helps document symptoms and test conditions, but does not by itself determine hardware liability for these issues.
When customer results differ from bench results
HYPR may investigate further using your evidence and the conditions you report. Hardware warranty decisions are based primarily on reproducible bench testing and physical or electrical inspection. We explain the findings, including when an issue remains unconfirmed. A passing release record does not automatically rule out a later covered fault, and failure to reproduce a symptom does not mean your experience is disregarded.
3.
Service time and updates
Service estimates depend on the approved work, controller condition, parts availability, and testing requirements.
Any quoted turnaround time begins after HYPR receives the controller and has the approvals, parts, and required deposit needed to start work. Shipping time is separate.
If inspection findings, parts availability, or another issue changes the expected completion date, HYPR will provide an update through your agreed contact channel.
For pre-ordered parts, wait for HYPR’s instructions before sending your controller.
4.
Payment and QA video
For services using in-stock parts, payment is due after the service is completed and HYPR provides your quality-assurance video.
Custom or pre-ordered parts may require a 50% down payment. Any required deposit will be disclosed before you confirm the order.
Once the controller is ready for release, HYPR will provide:
- Your QA video documenting the completed work.
- Your final invoice showing the remaining service balance and any applicable agreed charges.
- Instructions for collection or return shipping.
- Your free-holding deadline and the date storage charges will begin.
Payment must be settled before release. Available payment methods include GCash, bank transfer, and credit card.
Your QA video forms part of the release record described in our controlled diagnostic standard. It does not remove your warranty or applicable consumer rights.
5.
Three-day free holding period
HYPR provides three full calendar days of free holding after notifying you that your controller is ready for release.
The free holding period begins on the day after HYPR sends the completion notice, QA video, and final invoice through your agreed contact channel. If these are sent separately, the period begins on the day after the last required item is sent.
An estimate, deposit invoice, or progress update does not start the holding period.
The deadline is based on when HYPR sends the notice, rather than when you open or read it. We will state the exact deadline in Philippine time. A message known to have failed delivery will be resent through an available contact channel before the period begins.
During the free holding period, please:
- Settle your outstanding balance.
- Collect your controller, or complete the requirements for return shipping.
- Contact HYPR before the deadline if you need an extension.
For example, if all completion documents are sent on Monday, Tuesday, Wednesday, and Thursday are free holding days. Storage charges begin on Friday.
Collections must take place during HYPR’s published collection hours. If your collection deadline falls on a day when HYPR is closed, it moves to the next available collection day.
6.
Storage charges
After the free holding period, a storage fee of ₱100 per controller for each calendar day or part of a day applies while release remains delayed by an outstanding customer requirement.
This may include an unpaid balance, missing delivery instructions, or a controller awaiting customer-arranged collection.
Storage charges are separate from service and shipping charges. HYPR will itemize the chargeable dates and total amount before release.
When charges stop
For return shipping arranged by HYPR, storage charges stop once the required payment, shipping charges, and complete delivery instructions have been received. You will not be charged for the subsequent time HYPR takes to book or hand over the shipment.
For customer-arranged collection or courier pickup, storage charges stop when the controller is collected, unless HYPR has confirmed another arrangement in writing.
Paying the service balance alone does not stop storage charges if the controller still awaits customer-arranged collection.
When charges do not apply
Storage charges do not accrue:
- During delays caused by HYPR.
- On days when HYPR is closed and collection or release is unavailable.
- While a reported issue with the completed work is being assessed or corrected by HYPR.
- During an extension confirmed by HYPR in writing.
Where a service issue changes the release arrangements, HYPR will confirm a revised deadline in writing.
Any extension or fee waiver must be confirmed in writing. An unanswered extension request does not change the stated deadline.
7.
Collection and return shipping
Unless included in your order or covered by an approved warranty claim, the customer pays the applicable shipping charges.
For return shipping, provide a complete address, recipient name, and working contact number. Confirm with HYPR who will book the courier.
For collection by another person or a customer-booked courier, provide the collector’s details and authorization through your agreed contact channel before pickup.
HYPR will package the controller appropriately for return transport. Shipping concerns will be assessed using the packing record, tracking information, and available delivery evidence.
8.
Changes, cancellation, and declined repairs
Contact HYPR as soon as possible if you want to change or cancel your service.
Before work begins, HYPR will explain whether the request affects any approved inspection charges, specially ordered parts, or other costs already incurred.
If work has started, HYPR will explain what has been completed and any previously approved charges that remain payable. Additional charges require your approval before the related work or cost is incurred.
If a requested service cannot be completed, or you decline a proposed repair, HYPR will explain the findings, any applicable agreed charges, and your return options.
Refunds and adjustments will reflect the work performed, the agreed order terms, and applicable consumer rights.
9.
Uncollected controllers
Please keep your contact details current and respond to collection notices.
If your controller remains uncollected, HYPR may send further notices stating the outstanding balance, storage charges, and steps needed for release.
An uncollected controller does not automatically become HYPR’s property. Any further action involving an unclaimed controller will follow applicable law and the required notice process.
10.
Send-in warranty
HYPR-installed parts and related workmanship are covered by our separate Send-in Service Limited Warranty.
Coverage generally runs for one year from the date you receive your serviced controller back. A verified covered defect reported within seven calendar days of receipt qualifies for the affected-part replacement or service correction described in that warranty, including reasonable standard two-way shipping within the Philippines.
Read the full Send-in Warranty for coverage, exclusions, and claim instructions.
11.
Acceptance and consumer rights
HYPR will disclose this policy before you confirm your Send-in service. Your order will be subject to the version you accepted.
Later policy changes will not automatically add new charges or obligations to an existing accepted order.
Nothing in this policy excludes or reduces rights or remedies that cannot lawfully be excluded under Philippine law.
For questions about your service, payment, collection, or an extension, chat with HYPR and provide your order number.