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Sony and their awful refund policy (PSN issue)
- Thread starter Shahed
- Start date
DeepEnigma
Gold Member
The first thing I think of is police report and canceling my credit cards. Especially if the PS4 or PC is missing and not password protected.
Few years ago I purchased a game via PSN and the file was corrupted. I tried downloading several times, rebuilt data base and all. Nothing worked.
Then I reached PS customer service explaining the problem and asking for a refund. They were like "You're quite lucky that we're refunding your order. We don't refund, so this is a huge exception."
wtf
Then I reached PS customer service explaining the problem and asking for a refund. They were like "You're quite lucky that we're refunding your order. We don't refund, so this is a huge exception."
wtf
Seriously? A huge exception to refund a game that doesn't even boot up? What game was it?
So they said wait a few days and someone should be in touch. It's been a week now with no response so I gave them a call. Despite quoting a reference number the agent had no clue what was going on and I had to explain everything all over again. I got the same line about Sony never doing refunds as it's their policy and that because of this the previous agent never even saw the need to process a refund request so no action has even been taken
I was pretty annoyed and insisted on talking to a supervisor. She said that they can't process a refund because I downloaded the film. Now I never downloaded and pressed No when the option to do so was on the Vita. I asked what system it was downloaded to, and she said Sony considered something downloaded at the moment of purchase and not when I download it, so since I've already downloaded it according to policy, means no refund. And then said if I'm not happy with that then I shouldn't have agreed to the Terms of Service. What the heck?
Now funnily enough while she was insisting on the whole no refund thing, I logged into the webstore to check something about the Film that was bought. And the film was no longer on my download list or Transaction History, and the money had already been refunded to my account. This despite the previous agent stating no action had been taking because there was no need, and the supervisor insisting no refund would be given because it's my own fault for agreeing to their terms.
Now obviously I'm happy in the end I got my refund and it wasn't a lot of work either. A quick email followed by a 10 minute phone call last week sorted it. But it paints Sony's Customer Service in a weird light. I got my refund, but no call or email to let me know. When I called just before to chase up on the situation, the agent at first had no idea what i was talking about despite me quoting an existing record, said no work was being done, and his supervisor adamant no refund should be given in those circumstances. And all of that despite the fact I had already gotten my refund! I mean do the different departments or agents have no idea what anyone else is doing or have a proper way to log incidents?
I was pretty annoyed and insisted on talking to a supervisor. She said that they can't process a refund because I downloaded the film. Now I never downloaded and pressed No when the option to do so was on the Vita. I asked what system it was downloaded to, and she said Sony considered something downloaded at the moment of purchase and not when I download it, so since I've already downloaded it according to policy, means no refund. And then said if I'm not happy with that then I shouldn't have agreed to the Terms of Service. What the heck?
Now funnily enough while she was insisting on the whole no refund thing, I logged into the webstore to check something about the Film that was bought. And the film was no longer on my download list or Transaction History, and the money had already been refunded to my account. This despite the previous agent stating no action had been taking because there was no need, and the supervisor insisting no refund would be given because it's my own fault for agreeing to their terms.
Now obviously I'm happy in the end I got my refund and it wasn't a lot of work either. A quick email followed by a 10 minute phone call last week sorted it. But it paints Sony's Customer Service in a weird light. I got my refund, but no call or email to let me know. When I called just before to chase up on the situation, the agent at first had no idea what i was talking about despite me quoting an existing record, said no work was being done, and his supervisor adamant no refund should be given in those circumstances. And all of that despite the fact I had already gotten my refund! I mean do the different departments or agents have no idea what anyone else is doing or have a proper way to log incidents?
Neuromancer
Member
I don't know but I'm glad you got your refund.
JeTmAn81
Member
Just ran into this myself recently. I give my almost 2-year-old daughter my Vita to play with sometimes, and she ended up signing up for a year of PS+ for $50. I don't want PS+ and I definitely don't have $50 to waste on something I don't want so I asked for a refund. They told me the money would be refunded back to my credit card, so I then took my billing info off my account so it couldn't happen again.
I gave the Vita to her again yesterday, knowing that she couldn't buy anything without the billing info saved. Somehow she ended up buying a movie! How could she do that? Turns out there was still $50 worth of wallet funds in there. They never refunded my money to my credit card like they said they would.
Of course I bring this up with me and there is no recognition of the fact that their representative lied to me previously, and now the transaction's over a month old so they refuse to refund it because of its age. It wouldn't be "too old" if you'd done what you said you would in the first place Sony! I guess that teaches me to let these jokers have my credit card info given their track record of mismanaging their customers' info and anti-consumer digital content policies. How long will they keep getting away with this? My chat log with them is listed below.
I gave the Vita to her again yesterday, knowing that she couldn't buy anything without the billing info saved. Somehow she ended up buying a movie! How could she do that? Turns out there was still $50 worth of wallet funds in there. They never refunded my money to my credit card like they said they would.
Of course I bring this up with me and there is no recognition of the fact that their representative lied to me previously, and now the transaction's over a month old so they refuse to refund it because of its age. It wouldn't be "too old" if you'd done what you said you would in the first place Sony! I guess that teaches me to let these jokers have my credit card info given their track record of mismanaging their customers' info and anti-consumer digital content policies. How long will they keep getting away with this? My chat log with them is listed below.
Undead Fantasy
Member
We can't even change our damn PSN ID's and you expected a return?
PSN is just shit.
PSN is just shit.
Gravy Boat
Member
I've only ever asked for a refund from Sony once and they did it no questions asked. I'd pre-ordered Hitman to play the beta and forgot to cancel. Didn't realise until 2 days after the game came out. Called them up, had a refund within 5 minutes.
JeTmAn81
Member
Shouldn't we expect fair customer service even if it's not being given?
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