HiredN00bs
Banned
Here's an enlightening conversation I had this morning. I did a search but didn't see any directly related posts or threads. I reside in the state of Maryland, btw.
If anyone has any advice about how to actually get a refund in this instance, please let me know.
Alan (4/4/2017, 9:57:54 AM): Hello, My name is Alan how may I assist you today?
Me (4/4/2017, 9:58:18 AM): Good Morning, Alan. I'd like to cancel a pre-order I recently made for a game that has not yet released.
Alan (4/4/2017, 9:59:03 AM): Hello Richard, I will be more than glad to help you with this cancellation you want to make, may I know what is the game and reason of the cancellation ?
Me (4/4/2017, 10:00:05 AM): The game is Destiny 2, the transaction ID is [redacted], and the reason I no longer wish to purchase this version of the game.
Alan (4/4/2017, 10:01:13 AM): I understand, in this case you want to get another version of this same game ?
Me (4/4/2017, 10:01:45 AM): I will be purchasing the game on a different PSN account.
Alan (4/4/2017, 10:02:06 AM): For documentation purposes and to update your profile information, would you please provide me your phone number?
Me (4/4/2017, 10:02:12 AM): [redacted]
Alan (4/4/2017, 10:03:23 AM): Thank you so much for waiting, I was reviewing your account to see what options we have to help you, but because of the restrictions outlined in the PlayStation Terms of Service, all sales are final and we are unable to process a refund in this situation. Believe me that I tried my best to see if an exception can be made however we are unable to process a refund in this case.
Me (4/4/2017, 10:04:48 AM): I'm not sure why considering the product hasn't been delivered; the game hasn't even been published.
Me (4/4/2017, 10:05:12 AM): In other territories where Sony is legally required to offer a refund, they do so.
Alan (4/4/2017, 10:05:29 AM): I am so sorry for any inconveniences this may cause, I wish I could help you better. I was researching in my system what other options we have to try to help you, but I was unable to do more. Because of the restrictions outlined in the PlayStation Terms of Service, all purchases made on the PS store are final. My most sincere apologies for this.
Alan (4/4/2017, 10:05:35 AM): Besides this, Besides this, is there anything else I can try to assist you with today?
Me (4/4/2017, 10:06:16 AM): People can get refunds for games they have purchased and downloaded but I can't get a refund for a game that isn't even available until September?
Alan (4/4/2017, 10:06:44 AM): I truly understand your concern, but Due to the restrictions outlined in the PlayStation Terms of Service, all sales are final upon completion. I really wish I could help you with your request, however a refund is not eligible in this case. You may find more information about our terms and conditions by checking this website, section: WALLET:
https://www.playstation.com/en-us/network/legal/terms-of-service/
Me (4/4/2017, 10:07:06 AM): Can I get the amount refunded in PlayStation Store credit?
Me (4/4/2017, 10:08:00 AM): Refunded to my PSN account in store credit?
Alan (4/4/2017, 10:08:14 AM): Believe me that my intention is to help you as much as I can, and I do place myself in your position, unfortunately as per PlayStation Network terms of service we are unable to proceed with a refund in this case as all sales made are final. I am afraid my hands are tied in this case, I have checked what other options we have but we have exhausted them, as per policies a refund cant be granted.
Alan (4/4/2017, 10:08:19 AM): With this information said, besides this please tell me, is there any other question, or anything else I can try to assist you with today?
Me (4/4/2017, 10:09:06 AM): Yes, could you please put me in touch with your direct or indirect management person?
Alan (4/4/2017, 10:09:49 AM): Keep in mind that we all follow standard procedures Richard, but please allow me a moment while I transfer you.
Me (4/4/2017, 10:10:12 AM): Thank you for your help, I understand you are limited in the solutions you can provide and I appreciate your time and efforts.
Wendy (4/4/2017, 10:10:40 AM): Hello, My name is Wendy how may I assist you today?
Me (4/4/2017, 10:11:06 AM): Good Morning, Wendy. How are you this morning?
Wendy (4/4/2017, 10:11:07 AM): Hello Richard, nice to meet you. I am Alan'S Supervisor.
Wendy (4/4/2017, 10:11:22 AM): Thank you so much for bringing your case to my attention. Kindly allow me a minute or two to review your account and get back to you, I need to check the account information and get updated with your case, I will be back with you.
Me (4/4/2017, 10:11:49 AM): Sure, let me know when you're ready.
Me (4/4/2017, 10:11:58 AM): And thanks for your time and attention on this.
Wendy (4/4/2017, 10:13:07 AM): Thank you so much for waiting, we understand the value of your time.
Wendy (4/4/2017, 10:14:01 AM): We dont like to see our customers upset and inconvenienced. We always strive to create a positive gaming experience, I am deeply sorry to know you are seeking for a refund under this transaction. I was actually checking the information you have received from Alan and it seems to be correct to be honest with you.
Wendy (4/4/2017, 10:14:58 AM): We truly understand your concern, but due to the restrictions outlined in the PlayStation Terms of Service, all sales are final upon completion. I really wish I could help you with your request, however a refund is not eligible in this case. You may find more information about our terms and conditions by checking this website, section: WALLET:
https://www.playstation.com/en-us/network/legal/terms-of-service/
Me (4/4/2017, 10:15:44 AM): I understand that may be in the terms of service, but I don't think it was unreasonable to think a pre-order, paid in full more than 5 months before the product will be delivered was ineligible to be cancelled and receive a refund.
Me (4/4/2017, 10:15:58 AM): I just made the pre-order less than 48 hours ago.
Wendy (4/4/2017, 10:16:53 AM): We do understand how you feel about not being able to receive a refund for this transaction that was just made a few hours ago, your satisfaction is a great compliment for us and believe me, if there was a way to complete your request today, we'll love to do it right way, that's why we have this channel, to communicate with you and assist you further with all your request.
Wendy (4/4/2017, 10:17:13 AM): You have reached the correct department that handles your type of inquiry but I am afraid that due to the reasons we have explained previously we wont be able to fulfill your request.
Wendy (4/4/2017, 10:17:33 AM): You know, we are always seeking new ways to improve customer service and the best way to do that is to ask the experts you, thank you so much for sharing your feedback and experience with us today, Richard.
Wendy (4/4/2017, 10:17:36 AM): Please let me know if I can provide any other additional support besides this one.
Me (4/4/2017, 10:17:41 AM): I'm just wondering if an exception can be made in this one instance as I am now aware that preorder sales are final, whereas this was not clearly communicated.
Me (4/4/2017, 10:18:03 AM): And refunds for preorders are available in other regions, as well.
Me (4/4/2017, 10:18:34 AM): So basically, Sony is saying they won't provide a service that other regions recongize is a good consumer practice, enough to make it law, unless it forced to legally.
Me (4/4/2017, 10:18:46 AM): That's not a very good look.
Me (4/4/2017, 10:19:30 AM): I take issue with the policy because I find it to be unreasonable and not good service to consumers.
Wendy (4/4/2017, 10:19:30 AM): Believe me that my intention is to help you as much as I can, and I do place myself in your position, unfortunately as per PlayStation Network terms of service we are unable to proceed with a refund in this case as all sales made are final. I am afraid my hands are tied in this case, I have checked what other options we have but we have exhausted them, as per policies a refund cant be granted.
Wendy (4/4/2017, 10:19:52 AM): Is there any other question you may have today?
Me (4/4/2017, 10:20:14 AM): Yes, is there anyone that has the authority to make an exception in this instance that I can speak with?
Me (4/4/2017, 10:20:41 AM): Otherwise, I'll be taking my concerns to a consumer group and to the press.
Me (4/4/2017, 10:20:53 AM): I think this story is worthy of spotlighting.
Wendy (4/4/2017, 10:21:27 AM): I am the supervisor in charge at this moment, the one who handles you case right now, as mentioned before you have reached the correct department that handles your type of inquiry but I am afraid that due to the reasons we have explained previously we wont be able to fulfill your request due to the reasons we have shared with you before.
Wendy (4/4/2017, 10:21:55 AM): I am thankful for sharing your experience with us today, be sure that it will help us grow even more, unfortunately for this specific case we cannot fulfill your request, be sure that there will be other hundreds matters that we would be able to help you with right away. Sadly there is not a different answer or outcome for this case but I would like to know if before ending this session is there anything else I could do for you?
Me (4/4/2017, 10:22:14 AM): And it's ridiculous to not try and help me considering 1) I'm going to purchase the game on a different PSN account and 2) I tried to meet halfway and get store credit, which isn't even really a refund.
Me (4/4/2017, 10:22:47 AM): The product has not been yet delivered.
Me (4/4/2017, 10:22:56 AM): The game isn't even completed yet.
Me (4/4/2017, 10:23:15 AM): But I can't get a refund on a product that hasn't been delivered and won't be delivered for over 5 months?
Me (4/4/2017, 10:23:20 AM): What kind of sense does that make?
Me (4/4/2017, 10:23:35 AM): If that's in the terms of service, then the terms of service are terrible.
Wendy (4/4/2017, 10:24:15 AM): I am deeply sorry that your request could not be completed today, I'd love to be able to offer you a different outcome but that won't be possible due to the reasons we have explained previously. I apologize, but we cannot process a refund for this content. I understand your situation, but according to the PlayStation Terms of Service all sales are final. We are not able to make an exception in this case.
Wendy (4/4/2017, 10:24:38 AM): Even with this outcome, was totally my pleasure to work with you today. Please feel free to contact us anytime round the clock if further assistance is needed, we are here for you any time. Thank you for chatting with us today! We hope you have a great day!
If anyone has any advice about how to actually get a refund in this instance, please let me know.