Hey guys. Had an interesting moment with Sony customer support today, and was fired up enough to write an entry in my blog about it.
Thought some of you might be amused by the nerd rage, so here’s a link.
Plus I’m a bit annoyed at Sony so if this makes other people think, then I’m all for that too.
Apologies to the admins if linking to other sites is not cool. if that’s not cool then here’s a copy and paste job.
Don’t Use The Playstation Network If You Enjoy Getting What You Paid For!
I love my PS3. It’s given me literally hundreds of hours of entertainment. Most of that has been on Street Fighter 4 and watching blu-rays, but I still think it’s a great console.
So when the network went down for ages, I was more annoyed at the hackers for making it happen. I stayed loyal to SONY.
Because 3 weeks ago I tried to hire a video from the Playstation Network. The email saying that I’d been billed $14 for 2 videos arrived instantly. But I couldn’t download the content. It wasn’t available. I got an error code.
This is the problem. I’m using the PSN (Playstation network) because I’m LAZY. I don’t WANT to get in the car and go down to the video store. I want to sit on my butt and download my movie from home. Even though hiring a blu-ray will be better quality for the same price plus a 4min drive.
But the wife and I wanted to watch a movie that night. So I she went down to the video store (told you I’m lazy, plus I had to watch the kids). She hired the same movie I had tried to hire. We watched the movie. We enjoyed the movie.
I fired off an email to sony about the error code problem. An email came back telling me to wait a couple of days and then try again. This I did. Watched one of the films, didn’t watch the other because I’d seen it already.
Emailed Sony yesterday to ask for a refund. They told me to call so I did.
In the phone call, they told me too bad.
They told me that I could access the content at any time, so I had gotten what I had paid for.
They told me that if I’d written them an email, they could’ve help me but as it was, they weren’t sure if I wasn’t ‘making it up’.
When I said “I did email and I followed your directions” they said “sorry, that must’ve been Sony US, we’re Sony Australia, we do things completely different here. Plus we have no record of this email so… you know…” which I assume is corporatese for “You might be lying to us”.
When I said “Do you think I’m calling you for fun? For seven lousy dollars? Surely you knew that the network was having problems, a quick google shows hundreds of people had the same problem!” They said they’d had no calls about it and had no records of any problems with the network.
What the??? I call BS on that. How could they not know? I think the guy was just being unhelpful. He decided that I was not worthy of a refund, so a refund I would not receive.
When I told them that I still couldn’t actually download the title, as I now couldn’t find where to download it again, I was told that I only had 14 days to watch a video and since it’d be more than 14 days, that was my problem not theirs. Even though when you hire the video it says you have 30 days.
And that was it. Wouldn’t budge. I wasted 15mins of my life asking to be refunded for something that they couldn’t supply when I wanted it and couldn’t find later even though I should STILL have a week to access it. (Oh, and a quick google tells me that yes, I’m supposed to have 30days in which to watch the movie).
I was loyal. But not anymore.
What if next time it’s a $60 game? Will they still say “too bad, your problem”? I can’t take that chance. Money’s too hard to come by to just throw it away.
I’m not angry (ok I am a bit) and I hope I don’t sound like an over-entitled gamer having a whinge. By my perspective, they failed to uphold their side of the bargain due to technical problems, and then told me to go spit when I asked for my measley $7 back. I didn’t want my $14 back, I watched the other film so I was happy to pay for it.
The only thing I use my PS3 for is Street Fighter and Blu-rays, and Street Fighter is a lot better on PC. The net-code on the PS3 is laggy and matches are frequently unplayable. So I might sell my PS3. For what I get for it and my arcade stick, I’ll be able to afford a good Blu-ray player and still have some money left over. I’ll get my $7 back and more, and there’ll be no chance of this happening again.
I can put up with the outages. That wasn’t their fault. But they can’t just take my money and then tell me it’s my fault. That’s not fair.I’m just a guy who wanted to watch a film on the same day I paid for it.
So that’s the last straw. No more sony going down in this household. I know this may seem petty so some, but I work from home, so I have all day to think about these things. And by golly gee, I’m not taking this sitting down… I’m gonna write a post on my blog and then list my PS3 on ebay.
So I guess I am taking it sitting down. But at least I feel good that I’m doing something, and not just taking it and continuing to sup at the sony teat. This teat is not for me or my family anymore. Cos I make the decisions about tech in this house. And if this is how Sony treats its’ customers, then this is a Sony house no more.