On Tuesday, I downloaded WarHawk for my PS3. After installing the game, I got to play it twice that day. Everytime I try to connect online since then, the game freezes my PS3. At the "Processing Login..." screen, the display freezes, the music continues and the controller becomes unresponsive in any manner. I can only reset the PS3 at this point by turning off the main power switch on the back. This happens now every single time I try to play the game online. Nothing about my network has changed.
Today, I call Playstation Support and tell them about my problem. They ask me if I have tried deleting then reinstalling the program, which I have. I am then given a range of port numbers for my router to ensure are accessible and not blocked as well as asked to enable UPnP. At this point, I use the port numbers they give me, but I do not enable UPnP, as I am quite familiar with it being an automatic setup protocol that is A) not required and B) known for insecurity issues.
The game still freezes in the same way at the same spot. I call back and explain this to another representative, who says that I need to enable UPnP. I explain UPnP to them, how it works and how I have a Wii, a 360 and a Mac all connected to my WiFi network, none of which have ever used UPnP a single time and no game or application on any of those has ever had a problem. I am told that I need to enable it and not doing so is of my own choice and there's nothing they can do for me.
I admit, this is a point where I get angry. I do not yell, swear, or belittle, but I am sure my tone was quite rude, because I do not appreciate being told I don't know what I am talking about when the person on the other line who is simply reading a script obviously doesn't know what they are talking about!
I request a refund for the download. I am told this is not possible and that it is of my own choice not to follow the game's requirements. I state that nowhere in the terms of use you accept prior to attempting to log on does it state any requirement for UPnP, nor have I ever used another product by Sony or otherwise that does. The rep then says to me that they may not be legally required to write that in the contract, but that UPnP is required and thus it is my user error, not a fault of the game. I say, "frankly that is bullshit, I want to talk to a manager please."
I am placed on hold for a few minutes and the rep comes back and asks me for a number that the supervisor can reach me at as well as a time. I ask if they are available on weekends and the rep says, "I just need a time, I don't know if he will call you back this weekend or Monday, he is very busy." I explain that I work double shifts on weekends so I am trying to establish a time that I can be available, which she ignores, again asking me for a time. I say afternoons and she says she will have him call be back in an afternoon when he is available and hangs up.
Wow.
At this point, I go back to my router, and just temporarily, to appease them, even though I know otherwise already, I enable UPnP, reset the PS3 again, make sure UPnP is available in the settings menu... And I restart the game.
I select "Online" - I accept the user agreement - The "Processing login..." screen comes... and freeze.
I call Playstation support again and tell them that I have completed their arbitrary step and the error is still there. This representative is thankfully much more pleasant than the last. She asks me an array of questions about my network, none of which prove of use or conclusion in conversation. She asks me if I've downloaded the game over wired or wireless ethernet and if I can do so with a wired connection, which I reply I cannot, because I do not have a TV near the router 2 rooms away or a cable long enough. She states that sometimes, large file downloads can become corrupted over a wireless setting and that perhaps a wired connection could fix this. (Funny, I never have such a problem with 1GB+ 360 downloads, or downloads over WiFi to my Mac..) She is out of suggestions. There's nothing left to try. The game is not working. I again request a refund for the product which I paid for which does not work for whatever reason (albiet maybe an uncommon occurrence, I do not know, but truth none-the-less). She states she's not authorized for that and it's not something they can do, but reiterates that I am scheduled for a manager's call back and we politely end the call.
I am not impressed. At. All. Anyone else experiencing this problem or similar (both with the freezing of the game and the run around by support staff?) I know these poor people have a lot of types of people to deal with on support lines, but blatant lies and avoidance is really poor. I'm being forced to pay for a defective product here. Everything else on my PS3 thus far (Folding, Web, Store, downloads, etc.) works just fine.