sony has horrible customer service....

D

dark_preacher

Member
long story short....

been a psn+ member since the beginning and bought a ton of consoles and handhelds through the year. i downloaded resogun and contrast on ps4 launch and sony's psn store charged me 14.99 each for them even though i was psn+ member. called in and they gave me a refund and assured me there would be no issues with my account.

i was able to play the games but not repurchase them since they already showed purchase. fast forward till today, i hadn't messed with either game for many months but had an urge to play resogun. both games show they are locked. i call in and they say since i received a refund i no longer have rights to the games. i explain the entire situation and tell them it was not possible for me to download them again after refund since they showed purchased on the store.

sony says it's my fault since i didn't do something i couldn't do. so not only did i have the whole false charges, now i don't have access to the games. this has really negatively coloured my opinion of sony and the psn store. customer service was also rude and not willing to fix the situation.
 
They show as locked on the system?

Did you try to "restore licences" from the options? I see no reason why, if they show as purchased, you wouldn't be able to play.
 
they no longer show purchased. i tried restore license today with no luck. for months after the refund they showed purchased and i was able to play. now they show locked and the store has prices
 
Ah, I see.

Then I would get back in touch and ask to speak to a manager or whoever is in charge. They make take that stance but, refund or not, you were still entitled to the games under your subscription.
 
So they aren't in your download list any longer?

I don't think I've ever seen someone have this issue. Perhaps call again for another customer service representative? I wouldn't give up if I were you.
 
Feel sorry for you. Perhaps they can´t help you due to technical issues. Who knows. The refunding seemed to work, so that part of their service appears to be in order. I think the reason they can´t help you is due to the refunding. After that the game isn´t in your library and you can´t rebuy it via PS+ since the offer had expired come January. I guess after getting the refund you had to repurchase the games via PS+ immediately. Just a guess.

Again, i understand that you are upset about it.
 
just keep calling, you may get someone useful... if you think Sony is bad, try Amazon or Comcast. :(

I had an issue where I was in a bad financial spot and my PS+ auto renewed, despite me having that feature turned off (somehow it turned itself back on, but it was for sure off). I wanted my money back and my ps+ cancelled, and the first few people I spoke to were useless... But eventually I got a guy on the line who completely agreed that it was not fair that it charged me without approval, and got my account downgraded to a free account, and got my money back. I later was able to get PS+ just fine.
 
Having worked in service, nearly every company in history has had this claim leveraged at them at some point. It only takes one or a few dumb reps to tarnish the entire service of a company.

The crazy thing is much of the stingy nature of customer service comes from people trying to exploit them prior. So they create blanket policies to prevent getting exploited and thus hurt those that legitimately need help like yourself.

Best you can do is try to escalate the matter to a sup or manager.
 
Shinta said:
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.
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I've never had any problems. Not like I have with Amazon. Or Comcast. I'd personally label those two as the worst. It's also unrealistic to consider this the case. One of them is lauded for being a fantastic company and the other is one of the most hated corporations ever. Yet both have provided me with dreadful experiences.

I think every company has had someone claim they have the worst customer service ever. Nobody will provide a 100% positive experience 100% of the time.
 
Dragonborn said:
You've had issues with Amazon? In my experience they have the best customer service around
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In my experience, they've been tremendously unreliable in sending my packages to UPS for shipping, for charging properly, for receiving my returned text books, and for providing any kind of helpful service when I run into those aforementioned issues. I've had such terrible experiences with them that I don't shop there any longer.

Which is, I understand, against the grain. Apparently I'm just really unlucky. Each time I convince myself to go ahead and try them again I seem to get burned though so I've just written them off. There are sooooo many other options that it's not even that big of a deal. I guess it kind of highlights how a few bad experiences (hell, even just one bad experience) can taint the perception of quality from a consumer.
 
pretty sure this is well known. Sony Vaio customer service, wowsers.. Didn't even want to pay for longer warranty, wasn't worth it.

Honestly i haven't had a good experience with Microsoft or Nintendo either, just wasn't as bad.

Apple is like in a different league.
 
Lemondish said:
In my experience, they've been tremendously unreliable in sending my packages to UPS for shipping, for charging properly, for receiving my returned text books, and for providing any kind of helpful service when I run into those aforementioned issues. I've had such terrible experiences with them that I don't shop there any longer.

Which is, I understand, against the grain. Apparently I'm just really unlucky. Each time I convince myself to go ahead and try them again I seem to get burned though so I've just written them off. There are sooooo many other options that it's not even that big of a deal. I guess it kind of highlights how a few bad experiences (hell, even just one bad experience) can taint the perception of quality from a consumer.
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Damn dude, that really sucks. I guess it does vary region to region. Where I'm at I order so much that I'm on friendly terms with the UPS man. I guess I should consider myself lucky

Man-is-Obsolete said:
Same. There again sometimes it is the luck of the draw with the quality of service rep you get. A single person can make or break a reputation.
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I find chat to be the best. They normally help right away
 
Man-is-Obsolete said:
Having worked in service, nearly every company in history has had this claim leveraged at them at some point. It only takes one or a few dumb reps to tarnish the entire service of a company.

The crazy thing is much of the stingy nature of customer service comes from people trying to exploit them prior. So they create blanket policies to prevent getting exploited and thus hurt those that legitimately need help like yourself.

Best you can do is try to escalate the matter to a sup or manager.
Click to expand...

This post isn't being quoted enough.
 
Agreed, they're terrible, had to speak to them a few times and one time they pretty much told me if I didn't like the service to leave. This was after I got charged for something I shouldn't have and I escalated to their manager. Managed to wangle my money back through other means.
 
Deadpool_X said:
Wait, but I thought that they were #4theGamerz?
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Don't be that guy.

On topic: yeah, Sony has a reputation when it comes to this stuff. It's a combination of not really being willing to help, and the myriad of back-end technical issues that plague the PSN. It literally just may not be possible for them to get you the games based on how the system works. If they're in your download list but due to the refund you can't play them, then they won't let you pay money for them to keep them (a known issue with PS+, due to how they implemented the system). If they were removed from your download list, then they can't grant you PS+ copies of the games because it's not on offer anymore. The best they can do is grant you the games outright, but then if you unsubscribe from PS+ you keep them because you would have "bought" them.

In reality they should do that to keep you as a happy customer, but they won't because they don't care really.
 
I had to wait 3 years to get money I was owed from a UK Energy Company, who adamantly denied I was owed anything at all before sending me a cheque about 2 months ago. Now that was horrible customer service.

But to stay on topic, I've only dealt with Nintendo & Sony customer service and I can't say I was a fan of either really. Oh and Valve. Theirs wasn't great either.
 
that's odd OP I had a similar situation when I "purchased" mercenary kings. showed free in cart. got charged 14.99. went online and they processed a refund and gave me 5 bucks in psn credit.
 
Oddly, my experiences with Sony have been quite positive. From resetting download allowances, before we could do it ourselves, to discounted out of warranty repairs and then free replacements after that warranty had expired for PS3.

I dunno, I can't fault Sony's UK support, but their US support seems to be shambolic.
 
Honestly that's nothing compared to my Nintendo horror story.

Keep trying, someone should set you straight. Sony has been the only one I've had good experiences with.
 
Jeramii said:
just keep calling, you may get someone useful... if you think Sony is bad, try Amazon or Comcast. :(

I had an issue where I was in a bad financial spot and my PS+ auto renewed, despite me having that feature turned off (somehow it turned itself back on, but it was for sure off). I wanted my money back and my ps+ cancelled, and the first few people I spoke to were useless... But eventually I got a guy on the line who completely agreed that it was not fair that it charged me without approval, and got my account downgraded to a free account, and got my money back. I later was able to get PS+ just fine.
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wat? Amazon customer services is super great. Dont know Comcast, its not in my country. Microsoft, and SPECIALLY Apple have incredible great CS based on my experiences.
 
the_champ said:
wat? Amazon customer services is super great. Dont know Comcast, its not in my country. Microsoft, and SPECIALLY Apple have incredible great CS based on my experiences.
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In my experience, Microsoft CS was indeed better. Just don't try to remove your credit card info from their system. Then it gets ugly fast.
 
I haven't had any issues with Sony, in fact it was a pleasant experience when it came to claiming expired PSN codes for God of War & Killzone.

Sorry to hear you got a bad one though.
 
the_champ said:
wat? Amazon customer services is super great. Dont know Comcast, its not in my country. Microsoft, and SPECIALLY Apple have incredible great CS based on my experiences.
Click to expand...

Amazon super great? NoooooooOOOoooooo. ( No seriously, I had like one bad time with them with a return recently. And it hasn't been the first time I've had to return something. Amazon is great though. lol ) Comcast it takes like 5+ attempts to just get something done right. Be it by phone or chat. Only experience I've had with MS was with the whole red ring nonsense. They were super nice and quick on the help.
 
Yeah they are pretty shitty. I know the team that works during the weekdays are better than the weekend crew. The dudes that work on the weekends don't give a shit about customer service.
They will even sometime say shit like "we will lock your account if we issue refunds" just to get you off the phone.
 
never had any trouble with amazon customer service, they are among the best. nintendo wouldn't fix my in warranty wii that had green artifacting. microsoft did replace a ton of 360's for me but honestly with the whole red ring thing i don't think they ever had an choice but to do whatever they could to get working consoles to customers. didn't get what i'd call a fully functional unit that would last until i got a modern warfare 2 250gb unit. never had the need to call sony customer service before ps4 launch when the store was messed up and caused these charges. they were fine then, though they did warn me that i was using my one and only refund and they made it out that i was receiving some kind of above and beyond treatment by just getting a refund due to their screwup.

now this experience has totally put a sour taste in my mouth.
 
My first contact with Sony's U.K customer service department has been very positive. I needed to get my old PS4 deactivated so I could have my replacement as the primary console. I sent an email to them with the address and gamertag it was linked to and a few days later I got an email back saying it had all been taken care of.
 
I've always had good experiences with Sony's customer service...and Amazon has about the best customer service I've ever experienced
 
Sucks that some of you had bad experiences, I've had nothing but good experiences with them the few times I've had to call (dead 60gig, refunded BF4 digital purchase).
 
I can only speak from my experience and it happened three days ago. My PS four was not working so I called Sony's customer service and I must say in my experience they were excellent. They are sending a packet for me to send back my PS four and then they will give me a new one

But I also must say with my PS3 they would not take a credit card over the phone, over some shenanigans of a missed purchase. long story short they would not take another credit card to solve the payment I had to send a money order in to clear my account that was very strange for modern company not to take a credit card over the phone.

If you think Sony's customer service is bad I guess you don't have Internet through a cable company. Lol
 
I think company service completely depends on who picks up the phone for you. I've had completely different experiences with Sony. Sometimes the person on the phone is super nice, other times they won't do shit. I say, try calling again and make sure a different person picks up. Maybe you'll get the nice phone operator this time!

Edit: I remember when I couldn't change my PSN password because my birthday was entered wrong for some reason. I called them up, they changed my password, but couldn't tell me the birthday date linked to my PSN account because it's "against policy". Well shit.

I called some time later, asked again, and the lady was all like "Oh sure, your PSN birthday is 08/08/90" I found out I entered my birthday one year off. They couldn't change it though because it's a technical thing. But at least they told me!
 
Dang that sucks. I hope you can get it fixed, cause stuff like that pisses me off.
Now that I think of it, the best customer service I got was from Apple. Microsofts service is also pretty good now.
I have to call Microsoft soon actually cause I put the Warchdogs preorder code on xbox.com and the special mission isn't showing up in the game :( I guess I will see how good they hold up
 
Shinta said:
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.
Click to expand...
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.
 
Maybe it differs by region. I'm from England.

Right around the time GTA4 came out my PS3 crapped out. Spoke to their customer services and they sent me a brand new one in 3 days as well as a random copy of The Wedding Singer on DVD. Best customer service I've ever had for a console.
 
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