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Sony seems to be blocking off IDs from accessing support
- Thread starter Admiral Woofington
- Start date
King Gilga
Member
Wow that's garbage. Sony has the worst customer service in the industry.
EA support has been fantastic for me. I wanted to migrate all of my EA games from Steam to Origin and they were super helpful. The worst company thing was so dumb.
Blocking people from support because they wanted a refund in a game is absolutely fucking childish.
HueyFreeman
Banned
It really needs to be clarified in this thread that the affected people are talking about access to live chat only - everyone is still able to call in to Sony. Which honestly makes it all the more odd - I don't doubt that it's affecting users, I'm just wondering if it's inadvertent on Sony's behalf, as I can't imagine that phone calls are less resource intensive than live chat. It might just be an additional security step required, but it would be pretty silly if that was the case.
I returned the digital version of The Bioshock Collection, and the same language of "one time gesture of goodwill" was used, so I'm wondering if I'm blocked as well. I don't really want to try in case I trigger a block.
Saucycarpdog
Member
Sony doesn't even pretend to hide there "No Refunds on Pre-orders" policy. It is literally posted all over EVERY game page, and it even tells you when you go to pay them for it. I'm not sure why you are so surprised and shocked....they did warn you like 14 times 
That said it's a bullshit policy and you should only pre-order things on Amazon
*(I'm not saying I think Sony is in the right, I'm just saying they are pretty up front about this shit policy....it's your choice! Speak with your wallet)
That said it's a bullshit policy and you should only pre-order things on Amazon
*(I'm not saying I think Sony is in the right, I'm just saying they are pretty up front about this shit policy....it's your choice! Speak with your wallet)
The blocking people from entering chat doesn't surprise me.
A couple years ago the Canadian version of some game had blank preorder bonus codes and you had to contact support, and take a photo of the blank code, the game and your receipt to get them to email you the code.
Back then they had a button to push to open the chat and it told you what the estimated wait time was. When I loaded the page it said 10-15 minutes and the button was greyed out meaning "we're too busy to let you in the queue, come back later" 10 seconds later the wait changed to 5-10 and the button became clickable. I clicked it, was told I was first in line, then 15 seconds later I got "thank you for contacting PlayStation how can I help you".
I literally went from "we're too busy go away" to "Hi how can I help?" in less then 1 minute. The only way that's possible is if someone was manipulating the queue size to artificially inflate speed of service numbers.
I feel like there are several companies that are actively trying to condition their customers to accept worse customer service so they don't have to spend money on it.
A couple years ago the Canadian version of some game had blank preorder bonus codes and you had to contact support, and take a photo of the blank code, the game and your receipt to get them to email you the code.
Back then they had a button to push to open the chat and it told you what the estimated wait time was. When I loaded the page it said 10-15 minutes and the button was greyed out meaning "we're too busy to let you in the queue, come back later" 10 seconds later the wait changed to 5-10 and the button became clickable. I clicked it, was told I was first in line, then 15 seconds later I got "thank you for contacting PlayStation how can I help you".
I literally went from "we're too busy go away" to "Hi how can I help?" in less then 1 minute. The only way that's possible is if someone was manipulating the queue size to artificially inflate speed of service numbers.
I feel like there are several companies that are actively trying to condition their customers to accept worse customer service so they don't have to spend money on it.
RichiRamjag
Member
I remember having an issue where another sign-in worked once before and I called in thinking something was up with the site. Last time I tried it worked fine for chat though. They refunded my dishonored 2 preorder (rather buy physical) without issue. I've had refunds before as well. Not saying the OP is wrong or trying to downplay it and act like Sony support is great (it isn't). Just sharing my experience.
Having worked in chat systems in the past, that's not irregular. Some companies have queues based on the number of agents and people in queue. The button will reappear when the next chat is handled which can either place you in queue or send you straight to an agent based on what's happening on the support side. You can have someone waiting for 15 minutes who isn't there when you hop on, then you're on to the next chat within a minute or so.
Having worked in chat systems in the past, that's not irregular. Some companies have queues based on the number of agents and people in queue. The button will reappear when the next chat is handled which can either place you in queue or send you straight to an agent based on what's happening on the support side. You can have someone waiting for 15 minutes who isn't there when you hop on, then you're on to the next chat within a minute or so.
You have a case number. File a complaint with the BBB against "Sony Network Entertainment of America" in Los Angeles and reference the case number. Explain the situation and tell them what you want. Sony will give you the refund just to get the damn thing over with.
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started
VolticArchangel
Member
WOW, that's a new low for PlayStation CS. Disgusting.
Don't think they'll change this atrocious and underhanded practice until there's media attention.
Don't think they'll change this atrocious and underhanded practice until there's media attention.
Sniffynose
Member
I called about my issue regarding the refund on a pre-order and escalated it to a manager who basically laughed in my ear and told me too bad. So either way anything PSN related is a shit storm support wise. I had months of busted licenses and it wasn't until Kotaku roasted them over it that it finally got looked into and fixed months after.
I hate it for the amount of money I have put into my Sony products to have them treat you like shit just really made me reconsider what platform to play on. I am pretty much done buying digital from them, and reluctant to even bother with the PS4 Pro or anything from them going ahead until they stop being so arrogant to their loyal customers.
captainraincoat
Banned
Should also point out they implemented a geoblock on the support chat....if you dont have a vpn your shit out of luck contacting sony
Compsiox
Banned
Yup. While Valve takes long to respond at least they don't actively prevent someone from getting support at all.
RichiRamjag
Member
Not sure who you got, but that El Salvador support is shit. I had to use my google voice with a cali number to get US support and they were always pretty cool. El Salv support basically would tell me to fuck myself.
NeededSleep
Member
Contact the publication that does worst company in America. EA seemed to try and change their ways because of the negativity. Maybe Sony customer support should be on that list.
Giftofgab24
Member
What the hell are you talking about? This is about cancelling a pre-order. There's no legitimate reason for them to refuse cancelling preorders. You haven't received the product yet. You should be able to return it. Microsoft allows their customers to return preorders with no penalty. Why doesn't Sony? You corporate apologists and defenders are hilarious.
texhnolyze
Banned
Ever heard of steam and origin refund policy?
My account was hackes and $50 was spent through my PayPal account. Sony gave me a refund but they gave me that whole spiel of "this isn't a normal thing, we are doing this because we are super nice, not because you actually deserve a refund."
Really great customer service there.
Really great customer service there.
God shit like this would make me furious.
Console gamers live in a bubble.
There own little special bubble where corporations treat them like crap.
Admiral Woofington
Member
Once again.
1. Digital pre-order bonuses, it's a reality and many of them are items you'll get in-game
2. pre-load option. Some folks don't have fast enough internet to buy the game later and play it day of release, particularly for large games. preload is specifically locked behind pre-ordering, even the day before you are essentially preordering.
3. Deals: 'preorder X games from Y list and receive cool bonus!" or shit like that.
If you know you're going to play a game (and dont get a better hardware option like me) why the fuck not for all of the above. Now it sometimes backfires on you, like with No Man's Sky where absolutely nothing was worth it.
But this high horse shit of "digital preorders? MY WORD WHAT SIMPLETONS" is getting tiresome.
Shadow Ranger
Member
Sooner they sort their refund policy out, the better. For everyone!
Shpeshal Nick
aka Collingwood
#4theconsumer
That's kinda shitty. So what if you needed chat for something else? You're just...fucked?
That's kinda shitty. So what if you needed chat for something else? You're just...fucked?
Yeah but if past experience taught us anything it's that quality isn't always guaranteed. At least with consoles is it really worth preordering months in advance? You'll still get the bonuses if you preorder a day before release and is there really any harm in waiting a couple of days if you have slow Internet to download it?
StrongBlackVine
Banned
Digital pre-ordering months in advance when you know the refund policy is still dumb. You can't pre-load until very close to the release date any way.
RichiRamjag
Member
I'd feel the same way about those who preorder physical and/or digital as there are limitations to returning both at times. If you can't wait an extra day or so to play that game or even wait for reviews, then that's on you, mate. Pre-order bonuses be damned!
I hope you get it worked out, but it's hard to feel all that sorry about the comments from others. Hell, I almost pre-ordered titanfall 2 and thank goodness I decided to wait.
Last thing I pre-ordered digitally was halo MCC. I was on the phone near 45 minutes getting into it with MS for that shit. Apprently, no one knew who "stinkles" was when I told them he said we'd get refunds. Last time I did that. 😛
paperspace
Member
Well, I do it on Steam due to refunds. I'd never do it on PSN or Xbox Live.
Because I only preorder games I'm confident about. I want the game loaded ready to go day and date and sometimes the bonuses are cool.
There you go, that's reasonable.
But can you really be confident about games in advance? Months in advance? You're directly playing into the hands of developers and publishers with such behavior.
Crimsonclaw111
Member
Preload
Launch discounts
I don't get treated like ass from Steam support and can refund it within 2 hours and 2 weeks for any reason
Admiral Woofington
Member
thanks for the link. Even if it goes nowhere I went ahead and did it.
Who said I preorder months in advance?
Admiral Woofington
Member
In this specific situation the preorder was done because there was one of those preorder special offers with a limited time. I was sure I would get the game in the console back then, now I have something better and want my money back. They can take the digital copy of the bonuses I got, I don't care for it if it's going to be an issue. One of those "preorder these two games and get store credit". Which thinking about I don't recall getting either, but I figured it wasn't a total loss since I got some digital copies of the first titles from them (South Park and Dishonored) which I wanted to replay.
I didn't KNOW the cancellation policy was the same as the refund policy. Everything pointed me to the India/Au/Europe sites I had no reason to think the US policy would be different, particularly because the US site
https://support.us.playstation.com/articles/en_US/KC_Article/PlayStation-Store-Pre-Orders/?
only says you can get a refund by "following one of our links!"
In reality you would reach that and they'd try to shame you to 'one time gesture of good will" which it doesn't say here.
RichiRamjag
Member
That's just shit companies say tbh. I've been given a "one time exception" or "good will refund" multiple times from various businesses. The chat situation is bull, but it honestly feels like you're just reaching now if you're nitpicking on the wording of a one time gesture of good will which is said by the majority of businesses in similar situations.
wtf
Admiral Woofington
Member
??
They were telling me I've already gotten a one time gesture of good will for no man's sky so I won't get refund on a cancelation. I had to get them to go to higher ups because she was refusing to move forward and even then it was only to get me a case number.
It wasn't them saying it and then giving me what I wanted, it was them using it as a bargaining chip to not give me something for a different situation.
Sniffynose
Member
I had tried the Canadian support line and the manager was a prick, couldnt cancel a friggen pre-order.... I was livid! Seems no matter the region they just have policies in place to give customers one refund, and beyond that they tell you to piss off and good luck with the visa reversal...
which as we know would make them ban your account grrrr
RichiRamjag
Member
Which is normal wording when you've been given a refund from a company. It's not a bargaining chip, its most likely policy and an agent isn't allowed to move forward or suggest a sup, you've gotta ask. I've worked support in the past. No agent wants to say something that's gonna result in your complaining to them for ten minutes. They're gonna quote policy until you ask for a higher up. The agent wasn't out to hit you with a "gotcha". You'll hear that from most online or phone support when in a similar situation.
This all could have been prevented by not preordering to begin with and/or reading the cancellation info provided on the order page which is in all caps. You can be of the opinion that you don't like the policy and them blocking folks from chat is bullshit if true, but you're acting like the person you spoke to was out to get you. I definitely hope you get your money back, but at some point, a little personal responsibility doesn't hurt.
StrongBlackVine
Banned
I saw this somewhere else too. Not sure if that is really the reason. I would hope not.
Admiral Woofington
Member
Personal responsibility has been taken by accepting the fact I'm likely to have to pay, filing a complaint for their overall bad return policy and moving on outside of responding to posts I guess.
If I get the refund that'd be nice, but a refund policy of "we don't do refunds unless legally required to" isn't exactly worth defending.
If I don't get it, I'll suck it up play the game here and never preorder anything from them again. But being blocked off from regular chat support is adding insult to injury to their already bad support.
I mean the point has been made that pre-ordering is bad and outside of these two cases of no man's sky and dishonored 2, I've just paid for them like a day before for preloading for other games. Didn't think something would bite me in the ass this bad when steam, Microsoft, Amazon, gamestop and most of every other place I've had to deal with cancelation and return policies at least have something in place besides "lol no"
Barkley's Justice
Member
There are ways worst companies in America. Seriously. Get off it.
eyeball_kid
Member
Sony, like...what are you doing? Banning people from customer service, really? Apple is proof that you can have great customer service and still make money hand over fist. It doesn't have to be like this. You're going down a dark road of bullying and contempt for your customers.
RichiRamjag
Member
Outside of steam, those aren't great examples. Buy a digital code from amazon and see if they give you a refund on that. Return too many physical items to Amazon you get an email warning you and eventual closure of your account if you keep it up(though still one of the best policies in the business). I got the "one time gesture" line from MS the last time I tried to do a digital refund on what was an actual broken game (MS). As I said, you may not like the policy, but it isn't unique. Anyhow, this is just going in circles. Good luck.
fabricated backlash
Member
I see, Sony trying their best to take Valves crown for shittiest customer service.
KaoteK
Member
Man, I feel exactly the same, mainly because I'm locked out of a grand's worth of content because of fucking ws373979. Its unbelievable that the media doesn't report on this shit.