PlayStation®3 Technical Help

[Krog360]

UPDATE FROM THE CUSTOMER SERVICES 'LOOP' !

After my discovery that my five Minis allocation had been reset, I emailed customer services informing them that I was not satisfied with the solution that they had put in place and that I would like them to contact me by phone as soon as possible.

Well today they called and apologised for the inconvenience and..........wait for it.........said that they would pass my issue on to the network team !!!!!

To be expected I guess but I did reiterate how poorly the issue had been handled to date and asked the rep to add a note to my account to request a refund for the games that were locked to one console.

He said that he would do this and that someone would contact me soon.

Back to square one is a well worn phrase that springs to mind 

[borgaro]

I have exactly the same experience with the Norwegian support mail that I have tried to contact 3 times now without getting any respons except the automated reply. I just get :

Thank you for contacting Nordisk Film Distribution AS – Official distributor for Sony Computer Entertainment Europe. 

During the Season Holidays we receive increased volumes of correspondences , please have patience, your correspondence will be answered as soon as possible.

etc.

Seem they have a taken a pretty long vacation. I sent mail on 4th, 11th and then 18th. No reply except the above vacation message.

[IndieBlue]

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djchallis wrote:

I managed to convince them to call me so I wouldn't be charged for the call, and they called me today at last. The guy on the phone told me they'd put a voucher in my services list, but (surprise surprise) it wouldn't let me download the five games I actually want. Thankfully he understood this as a valid problem and said he'd pass it onto the head office with my details.

I'm pretty annoyed with all of this, but the guy seemed to understand how frustrating it is and was genuinely apologetic that his help hadn't worked.

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I had a pretty much identical experience today except I was called by a lady rather than a guy.  She seemed very aware of the issue and didn't even try to convince me that the voucher "solution" put in place by Sony would solve my problem.  She implied that not everyone who had bought the Pick & Mix bundle was suffering form the same problems.  I'm not sure that's true but I didn't pick her up on it.  She did sound like she genuinely wanted to get the problem sorted.  I guess we'll just have to wait now to see what "solution" Head Office come up with.

[Jimmirock]

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RabidWalker wrote:

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Jimmirock wrote:

We've been waiting too long now. I demand -

1) An update from one of the moderators.

2) For the "fixed" notification on this thread to be removed.

3) A solution.

PSN Support were supposed to have called me this week but haven't done. I'll give them one more week before I escalate this.
I'm an intelligent customer with disposable income and no brand allegiance, which means I don't tolerate incompetence. I won't be buying anything from PSN, will advise my friends and family to do the same and I will link as many people to this thread as I can until this is fixed. 4 weeks now. This is absolutely ridiculous.


What you did wrong-

No offer of immediate refund
Incredibly slow to respond
4 weeks and still no solution
No feedback from anyone

No correspondence or notification that I could select 5 games (apart from the ones I originally selected)
Changing the T&C of the individual item is horrendously sly

Your next system is going to heavily rely on online purchases. This is not a good time to demonstrate incompetence.

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Hi Jimmirock,

The Network Team have reiterated to me that users who have purchased the pack need to email support with their username. The reason this has been tagged on the thread is that someone who isn't aware of this is able to go straight to the post stating this, without going through everything.

I understand this has not been solved as the Network Team continue to work on this- this is by no means a way of me ignoring the issue, rather those looking through getting straight to the answer I have currently been given.

I have informed the Network Team (as many have in here) that thus far the attempts to rectify this have not worked and I would like information as to when this will be fixed- and continue to do so. At this point the issue is still being worked on and therefore I have not been made aware of the definitive fix or the timescale. When there is a confirmed resolution of this , I will amend the thread accordingly.

Rabid

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Thank you Rabid,

I hope there is a solution soon.

For what it's worth, I had recently sought a replacement battery for my old PSP. This lead me to a forum where I found a thread talking about this, citing this issue as a reason to mod their system.

I hope you guys understand the gravity of this problem. It's not so much the price at all, but having no support, no way to download the games onto other systems, the changing of the terms (that was a really low blow) and no instant refund system in place that is turning us away.

In the meantime I'd like contact details for someone higher up in the support network.

Thank you.

[djchallis]

Got another call today. They didn't have any new fix attempt, they just asked me more questions to clarify some details. It's all information they should know by now, or could find out by reading this thread, but I guess getting direct works too. They were polite and seemed to be working on it without prodding from me, so I take that as a small encouragement.

[HoMeRCiDe]

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djchallis wrote:

Got another call today. They didn't have any new fix attempt, they just asked me more questions to clarify some details. It's all information they should know by now, or could find out by reading this thread, but I guess getting direct works too. They were polite and seemed to be working on it without prodding from me, so I take that as a small encouragement.

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Not at all reassuring when after all this time they still do not know what the problem is...

It really is like a bad joke now.

[aerosol_grey]

Judging by the fact that the number of new posts here each day is dwindling, maybe, Sonys "If we wait long enough it'll go away." policy is working!!!

On a positive(ish) note, I had a call from Sony on Friday and the person has "taken personal charge of my case." so at least I now get to deal with the same guy all of the time.

[poggiepet]

Maybe we need a couple more threads since this one is marked as resolved...

I could start the "Sony customer services seems to broken as they won't answer my emails or return calls" thread.

Someone with the broken solution could start a "my fixed pick and mix bundle won't let me choose the games I want" thread.

I am still amazed that there has been no real update from Sony about this for weeks (I don't count the ones saying they are looking into it as that seemed untrue for the first two weeks)

[HoMeRCiDe]

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poggiepet wrote:

I am still amazed that there has been no real update from Sony about this for weeks (I don't count the ones saying they are looking into it as that seemed untrue for the first two weeks)

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To be honest, it still seems untrue.

[ukanalyst]

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HoMeRCiDe wrote:

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poggiepet wrote:

I am still amazed that there has been no real update from Sony about this for weeks (I don't count the ones saying they are looking into it as that seemed untrue for the first two weeks)

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To be honest, it still seems untrue.

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I have to agree, no matter how nice or willing to help everyone is, there really is no excuse for an issue like this to be ongoing for over a month. *Sigh*