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Sony seems to be blocking off IDs from accessing support
- Thread starter Admiral Woofington
- Start date
A few weeks ago, I started getting "Your purchase may not be complete. Check your transaction history in your Account settings" error when trying to buy from the web store. I'd check my transaction history and found each time I had the error, there was a $0 "missed charge".
I could still buy from my PS4. But then last week, that stopped working too. I only use Paypal, but at checkout I got a "invalid credit card details error".
Went to use chat support, but after putting in my details, got the support unavailable screen. Attempted several times over several days. Tried it again now, same deal. Tried using my other PSN account details and it worked.
The last time I used chat support was getting a refund for Driveclub. The only time I've ever asked for a refund.
So year, I reckon this is a thing.
I could still buy from my PS4. But then last week, that stopped working too. I only use Paypal, but at checkout I got a "invalid credit card details error".
Went to use chat support, but after putting in my details, got the support unavailable screen. Attempted several times over several days. Tried it again now, same deal. Tried using my other PSN account details and it worked.
The last time I used chat support was getting a refund for Driveclub. The only time I've ever asked for a refund.
So year, I reckon this is a thing.
Sony has got to be one of the worst companies out there when it comes to costumer support. Is this even legal?
I've been all digital for a while, but lately I've been thinking that maybe I should go back to physical releases for the PS4.
I've been all digital for a while, but lately I've been thinking that maybe I should go back to physical releases for the PS4.
Just appalling. That image where it says no refunds except where applicable by law just shows their attitude. Sony needs to learn a bit about customer service.
This is why I've made a vow not to buy any more digital. Between delisting, refund rejection, charge back bans and license expiration, digital is not the bold new future for me. A disc works and always will.
This is why I've made a vow not to buy any more digital. Between delisting, refund rejection, charge back bans and license expiration, digital is not the bold new future for me. A disc works and always will.
dealer-
Member
Yup it really puts me off buying into their ecosystem, which is a shame as I like playing on Sony platforms.
It's certainly gross if true, but absolutely legal. There is no law requiring them to provide chat support for their products.
Mechanized
Member
Seems like a class action lawsuit waiting to happen.
I think the legal issue isn't around providing chat support, but arbitrarily locking customers out of support functions just because they received a refund before. Many of which resulting from Sony's own blunders. Seems incredibly spiteful towards paying customers.
If Valve, Microsoft or Nintendo implemented this policy this forum would go apeshit, but it seems Sony have set the bar so low with their store and support functions over the years that nobody is particularly surprised anymore.
If there is not legal requirement to provide the support, it's hard to make a legal case that they are doing something wrong by not providing said support.
If they did not produce support to members of a protected class because of their membership, that would be grounds for a lawsuit.
Now again, if this is true it's not cool. At all. But not illegal.
BigEmil
Junior Member
That's why we have physical retail games available
brunomartynhak
Member
Sounds like the Brazilian experience! I went PC after being double charged for Driveclub and got only half of the money back, but no game.
That's why we have physical retail games available
That's not why, though. I know you're being tongue in cheek, but the reality is that it's insanely unacceptable for a business to run shit like this. I mean, by the same token imagine if retail pulled the same shit, can you imagine? why should it be any different. They're a storefront like any other. The only reason they get away with it is because they very literally hold all of your past purchases and account hostage if you try to go to your bank to get the recourse they should be providing you in the first place. Like, imagine if Best Buy saw you tried to return a game and drove to your house and stole all your other games back. That's Sony.
SenkiDala
Member
In Europe you can absolutely do that. Because of European laws though. They should make laws to protect consumers too, in the US.
Rellik
Member
They're definitely scumbags, but you should also question your nations lack of laws to protect the customer because Sony does follow those laws where they have to.
They do but the process is convoluted. This is done on purpose.
Initially pre-orders weren't charged at the time of pre-ordering and could be easily cancelled via the PSN Store.
But that policy was pro-consumer so they decided to charge the full amount of pre-order, and then have you contact Playstation support to get the pre-order cancelled.
Also you need to be aware that you only have 14 days in which to do this, so don't think you can pre-order a game a few months before release and then cancel a few weeks before release.
For reference you can also cancel a normal purchase of a game (or movie) too within 14 days, provided you haven't downloaded or started streaming your purchase.
That's really consumer friendly right? Why can't it be at least that you haven't started the application rather than downloaded? I guess they're concerned about abuse, i.e I could download a game, play offline using another account and then get a refund lol.
Iced Arcade
Member
Banning people from customer service wow that's a whole different level of crooked.
Except Sony have changed the way pre-orders on PSN work. They now take immediate payment for any pre-orders made.
My recent issues are making me question whether to bother purchasing the PS4 Pro.
The only thing making me even consider keeping my ps4 or purchasing the Pro is the fact I've got a massive digital catalogue of games that I've built up since launch towards the end of 2013.
Customer service is very important for me personally, infact it effects where I purchase things from. Friends and family think I'm too negative or worry too much but I always think of the what if's, and have hated buying an item that had issues and then having had to deal with bad customer service. It's why I like to deal with companies like Amazon that generally provide great service.
My logic is having a safety net that if I don't like an item, or have issues Amazon will rectify it. It's the same with buying pc games from Origin, Steam etc, I have a saftey net that if I have an issue or don't like the item I can return it. And while EA is criticized their origin returns policy is amazing and automated. But now I'm like if I buy on PSN and I have an issue I'm fucked.
I know this is a Sony thread but how are Microsoft in comparison? Refund and pre-order policies the same for example? Anyone on this thread got experience of both Sony and Microsoft?
Memorabilia
Member
Lol Jesus tap-dancing Christ Sony's "customer service" is fucking embarrassing.
Edit: Every single time one of these stories gets thrown on the fire, it makes me realize I made the right decision letting PS+ expire and swearing off digital purchases of more than, say, $5-$10. My PS4 has become a SP exclusives box primarily because I don't trust Sony's online security or their customer service to not fuck me over at some point in the future.
Edit: Every single time one of these stories gets thrown on the fire, it makes me realize I made the right decision letting PS+ expire and swearing off digital purchases of more than, say, $5-$10. My PS4 has become a SP exclusives box primarily because I don't trust Sony's online security or their customer service to not fuck me over at some point in the future.
GhostTrick
Banned
That's why we have physical retail games available
What about DD only games ? What about people who wants to have their games digitally ?
Rellik
Member
My disc drive is dead. I literally can't play physical games.
I had a similar issue two years ago. I had purchased Diablo 3 on PS4 digitally, then pre-ordered Destiny digitally as well. One day, for some reason, my Diablo 3 game (which had already released at the time) became locked with the same pre-order countdown as Destiny. I called support and even after escalation, they were unable to provide me with any sort of fix short of completely resetting the PS4 to factory settings, then logging in with my account again and re-downloading each title one by one.
The PS4 may be a more powerful console, but their account management and customer service is years behind Microsoft
The PS4 may be a more powerful console, but their account management and customer service is years behind Microsoft
I don't know why people still support a company that has such incredibly bad customer service. Amazing to see it still hasn't changed after all these years. People need to make more of a fuss about it.
When I called Sony years ago it was because my PS3 wouldn't update, thus making my machine inoperable with new games. I told them it was bullshit, basically worked my way up to the director of the call center to finally get a resolution. Was ridiculous I had to be on the phone for over two hours and talk to four or five different agents before getting my problem solved. Outside of buying a Vita on Craigslist around launch, pretty much boycotted Sony since.
When I called Sony years ago it was because my PS3 wouldn't update, thus making my machine inoperable with new games. I told them it was bullshit, basically worked my way up to the director of the call center to finally get a resolution. Was ridiculous I had to be on the phone for over two hours and talk to four or five different agents before getting my problem solved. Outside of buying a Vita on Craigslist around launch, pretty much boycotted Sony since.
oh wow
Jawbreaker
Member
I hope you don't use Steam.
VlaudTheImpaler
tl;dr
Can't be said enough really.
There's not enough collective pressure to force Sony to change. If they get enough complaints from the Better Business Bureau (USA) their grading could down, if there's a twitter hashtag movement raising a stink it can hurt their image too.
I don't know if this odd retaliation for successfully receiving a refund by making support inaccessible is illegal, but it's really shady and immature of them.
I don't know if this odd retaliation for successfully receiving a refund by making support inaccessible is illegal, but it's really shady and immature of them.
Rellik
Member
I actually didn't realise they had changed that. I was going off when I last pre-ordered.
I guess they hired a lawyer or two and found out how close to the law they can press.
As far as I know, though. You can still grab a refund without too much hassle.
Looks like a previous BBB complaint worked in the consumers favor.
http://www.bbb.org/greater-san-fran...-america-llc-in-san-mateo-ca-16128/complaints
http://www.bbb.org/greater-san-fran...-america-llc-in-san-mateo-ca-16128/complaints
I actively avoid Steam as much as possible. Some games are released exclusively on there so there's not much you can do as a PC gamer in that case, but as far as I know it's not that bad dealing with Steam's refund system, so long as you're under the hour/time owned limit?
AyaisMUsikWhore
Member
When the customer service of a company is bad and they don't change it, this is something that shouldn't be rewarded and something that also needs to be highlighted. Every single horror story I hear about Sony just turns me off. No customer service in the 21st century should not be this bad. Blocking IDs from chat!? That's atrocious and disgusting.
Why hadn't the US government step in on this shit the way they do Google and or Apple when they are side stepping regulation. This shit is straight up disgusting. What can we do to really bring this shit to light and force them to change their way? How the hell is running the customer service department?!
Why hadn't the US government step in on this shit the way they do Google and or Apple when they are side stepping regulation. This shit is straight up disgusting. What can we do to really bring this shit to light and force them to change their way? How the hell is running the customer service department?!
VlaudTheImpaler
tl;dr
This is a good idea. Might make another tutorial ala the NMS one I made if people want.
Giftofgab24
Member
Don't lump Microsoft in on this. I'm all for pointing out shitty consumer practices, but their policy clearly states that all preorders can be refunded at any time. I've cancelled multiple preorders with no issue.
entremet
Member
It's garbage, but probably covered in the EULA lol.
Not that those are legally binding haha.
I've been very critical of Sony's antics in the past, but I do wonder if it's some weird database thing.
Sony has proved to be very incompetent at IT security before.
As the say, "Don't ascribe to malice what is probably incompetence" lol.
I do hope game journalists report on this to get more answers.
Trojita
Rapid Response Threadmaker
Origins did it before Steam did and set the better standard, but Steam gets all the credit. I say this as someone that has most of his library on Steam.....
Ryzaki009
Member
This. I don't like origin that much (Much more of a resource hog than Steam) but their refund policy is head and shoulders above what Steam did.
orthodoxy1095
Banned
Do it so we can copy and paste it into future threads with these issues, whether refunds or chat blocking. The more complaints lodged against them, the better.