Support NeoGAF

[mohsinkhan]

In my experience I wouldn't call their customer service bad, just annoying. I wanted to purchase the extended service plan for my PS4. I had read on GAF that the process is quicker if I order over the phone versus PSN. So I call, and tell the agent on the other line I would like to purchase. The first issue we ran into is that I live in Canada, the agent got so worried and confused, I don't know why. Its like she had no idea that I could purchase the warranty in Canada.

She said she didn't know how to handle it and would have to transfer my call to someone else, so whatever, the next guy purchases it for me and all is good. I don't receive my purchase confirmation email (the agent told me I would receive this as proof I had purchased). Then over the next 5 months, I kept getting the warranty purchase confirmation email. Each email had the same information, but the emails have now stopped, so I guess its all good.

 

[dark_preacher]

Well I've made several calls and tried the online chat and I've decided to give up. Sony says since I didn't delete the games and redownload them during the free period on ps plus I'm sol.

The real kicker is this communication was never communicated to me. The games continued to function after the refund and they both showed purchased on the store page. Don't says it can sometimes take 2-3 months for the licenses to expire so that's why I was able to play with no issue.

I was told by no less than three escalation reps that don't doesn't have the ability to add the licenses to my account, give me download keys, or give me enough credit to purchase. They said there is literally nothing they can do, which I find a little hard to believe.

 

[Wurdfurd]

One poor experience doesnt mean Sony has "horrible customer service".

I have had zero issues with Sony (or Microsoft for that manner) so i think they have great customer service.

 

[Jinko]

They literally have the worst customer service out of any business I've ever encountered in my entire life. I had a thread about it a while ago.

Good luck to anyone unfortunate enough to cross paths with this company's customer service team.

You don't know what bad customer service is until you have had to deal with Square Enix, think yourself lucky.

But yea like someone above said many places make it hard for you in a attempt to deter them from abusing refund policies and what not, keep at it and ask to speak to a supervisor and hopefully you will get it fixed. (could be that a general agent doesn't have the authority to make changes like that either)

 

[Squozen]

This doesn't match with my Sony Australia experience, where my 5-year-old console bricked due to their bad firmware release (the one that stopped you swapping hard drives, guess what I did!) and they sent me a replacement unit free of charge, even though I bought mine from Japan.

 

[disappeared]

The one and only time I called their customer service line, the experience was fantastic. I had accidentally bought Metal Gear Solid 2 HD for the Vita instead of the PS3, and requested a refund to buy the proper version. The woman happily recalled the purchase and refunded the $14.99 to my account within a couple of days.

 

[btkadams]

I haven't had a bad experience with Sony, but this doesn't surprise me. I feel like none of these companies understand customer service like Apple (in my experience anyway). Valve removed Portal 2 from my steam account for no reason and talking to them did absolutely nothing. Totally useless.

 

[Hollow]

You don't know what bad customer service is until you have had to deal with Square Enix, think yourself lucky.

Oh my god yes. Absolute worst I've ever experienced.

My dealings with Sony's were pretty good. Got things sorted out quick.

 

[Novan Leon]

My PS4 died in December and I had no trouble whatsoever with Sony's customer service. Their phone service was fast, courteous and they had a new PS4 on my doorstep within 10 days even though their official turn-around time was a minimum of 14 days.

Of course, your mileage may vary. Often times customer service, and technical support in particular, are a hit-and-miss matter. Sometime you get the right person on the phone and your issue is resolved in short order, and other times you get the wrong person and it turns into a painful ordeal.

 

[BiGBoSSMk23]

In my experience I wouldn't call their customer service bad, just annoying. I wanted to purchase the extended service plan for my PS4. I had read on GAF that the process is quicker if I order over the phone versus PSN. So I call, and tell the agent on the other line I would like to purchase. The first issue we ran into is that I live in Canada, the agent got so worried and confused, I don't know why. Its like she had no idea that I could purchase the warranty in Canada.

She said she didn't know how to handle it and would have to transfer my call to someone else, so whatever, the next guy purchases it for me and all is good. I don't receive my purchase confirmation email (the agent told me I would receive this as proof I had purchased). Then over the next 5 months, I kept getting the warranty purchase confirmation email. Each email had the same information, but the emails have now stopped, so I guess its all good.

Inbox (9001 unread):

A Shipping Box Is On Its Way
A Shipping Box Is On Its Way
A Shipping Box Is On Its Way
A Shipping Box Is On Its Way
A Shipping Box Is On Its Way
...

 

[inherendo]

Everyone besides amazon has average to poor CS.

 

[CambriaRising]

I find this really surprising as I've twice had things charged to me accidentally but still my fault (once, a PSN game I forgot was in the cart when I bought something else on their web store, and Music Unlimited charging me after the free trial.) In both cases I was refunded with no hassle.

Yeah, my daughter got a hold of my controller the other day and bought Garden Warfare, and they refunded me right away when I called. Different reps I guess.

 

[ZeroCDR]

Sounds about right. Sony can refund you for your purchase, but they cannot fully revoke it from your account. They shouldn't have disabled your game since it was their mistake, but somebody probably got confused about policy since you would have owned the game outside of the PS+ subscription. Unfortunately your best bet would be to buy it next time it goes on sale with an alt PSN account.

I once asked them to remove a PS+ game from my purchase history since I had a redeem code, and wanted to own it outside of PS+, they couldn't do anything.

 

[SURGEdude]

Had great luck with Sony products, but the support is trash. In the USA they mostly can't put together a coherent sentence from my experience. And no I'm not talking about accents or basic grammatical mistakes. I will admit my issues are based on limited experience with online support. Never dealt with MS or Ninty support so I'm not sure if they are any better though.

 

[TRios Zen]

My experience with Sony's customer service left me feeling that they were inept.

Bought a game through PSN, couldn't download it quicker than ~18-20 hours (I have decent internet btw 30/5) and when it finally would download it would give me an error upon installing.

I spoke with customer service numerous times over 4 days (because each time they would say I had to re-download, at another 18-20 hours) and nothing they prescribed worked.

Finally gave up and vowed not to purchase anything through them again (never did on my PS3 either). OH and even though they couldn't get it to work for me, they were unwilling to refund my money.

BTW, few internet searches later and it appears I had a bad hard drive. Replaced it and while download speeds got better, still slowest of any of my connected devices, but at least my games installed. Funny that Sony support couldn't help me though.

 

[Leyasu]

In 2011 I bought a brand new bravia because I just had to have 3D.

Normally I research all my purchases, but this time I didn't. I just assumed the words "sony" and "bravia" woud equate to a great tv....

I waited a couple of months for the 2011 glasses to launch to before I bought them... But between the wait for the new glasses, the reviews started popping up on-line. And the tv was heavily criticised for its 3D performance.

Cut a long story short, the tv was a pile of shit! When I contacted sony about the 3D problems, they told me that it "corresponded with the specs" and that if I wanted better 3D, I would have to buy a "more expensive set"!! Ok 1600 for tv is not a princely sum, but my girlfriend still busted my balls for spending that much.

Anyway, some research on the matter, and from Canada to Brazil, Spain to the UK, sony used the exact same "corresponded with the specs" line of everyone that complained about the 3D.

So for me yes, I can concur....Sony has horrible customer service

Edit, please tell me if this is off topic, and I will delete it

 

[gooner4life]

About 3 months after launch of the PS3 my then 17 month old son presses the eject button and finds it hilarious that the disk got sucked back in, he then fed the PS3 Go Diego Go DVD's on top of the game that was in the drive, and none of them would eject any longer.

Called Sony, explained, expected to pay a hefty sum for a repair, but they sent me a brand new PS3 next day for free, 6 weeks later, I got a copy of the game that was stuck in the drive (Black on PS2) and an apology letter for them not being able to replace the Go Diego Go DVD's.

Excellent customer service if you ask me, this was in the UK though.