PlayStation®Network Technical Help

[eguun]

Hi,

During the past 48H I am trying to buy content in the SEN (or Playstation network).

I keep receiving error 80023102

I have seen this error has been the subject of several threads around here in March, which seems to have been consolidated then solved under this thread by SuperFastZombie:

http://community.eu.playstation.com/t5/Technical-Help/download-list-amp-transaction-list-both-gone-o...

This fix is NOT working here; I cannot complete any purchase or load my wallet.

For reference, the titles I am trying to purchase are:

- I am alive

- The walking dead season pass

The card in my profile is a VISA credit card.

The numbers are correctly entered in my profile in the sonyentertainmentnetwork.com site

I cannot either add funds in the wallet or make a purchase in the store

What is your advise?

Thank you

[fi8767]

Can you connect to the internet browser & Online games on PS3 fine?

[eguun]

Thank you for your answer,

I certainly have access to internet via the PS3 if this is what you mean.

The PSN store displays currently promoted content, and I can login the PSN store.
I can download trial games (DEMO), but not upgrade them to full content.

Is there an area where consumer can send support ticket to get support?
This method of posting in forums like sending message in the bottle and hoping for an answer seems sub optimal.
I have been looking around, and couldn't find it: only forums and FAQ.

It would be so great if customers could get support by SONY representatives who can access accounts details, history and advise on what to do for quick resolution.
It doesn't seems the PSN is strategic for SONY entertainment.

Edit: sent a note to assistancereseau@fr.playstation.com and sonyentertainment.fr@eu.sony.com

Hope this helps getting some traction

[peyepete]

I was getting the same error message today, I checked my CC info, the expire date was 01/12, made the changes to the date and security code and was able to make a purchase.

[eguun]

Thanks for you answer.

I checked this before initial post.

CC data is OK, CC is valid: I use it for purchases on daily basis.

Sony hasn't responded to this thread or my emails.

I don't think they need customers.

I will acquire these games through other means.

I feel sorry for game developers, victims of Sony's apathy

[strangeplaice]

No need to make threats!

 If you want a fast response from Sony, you're best contacting customer support directly over the phone. Their numbers are available here.

[eguun]

Thank you for your answer.

Don't misread threats where they aren't: read a tough journey to be a customer.

It might help ensuring you surface these support method per phone; can't find them here:

http://lu.playstation.com/psn/support/

Faster turnaround in forums or emails would be appreciated too.

I will be contacting the support method you provided

[eguun]

I opened 3 support tickets: each time I receive a standard answer that doesn't really help me move forward, and the case is closed.

The root cause to this error message is Sony enforcing a policy where you can't make payments if your card is issued from another country where you registered your account to.

My account is registered in France, my credit card from Luxembourg, therefore I can't be a customer.

I have a new job since one year and crossed the border: I moved from France to Luxembourg (50km away).

Also, Sony doesn't enable to change country in account settings.

Users can't do this update, employees on the support ticket can't either.

I don't understand this policy: other companies selling retail goods (like Amazon) or digital goods (like travel tickets or Valve) doesn't enforce this.

Sony, why do you make it so hard to use the PSN (or SEN)?

[strangeplaice]

That answer pretty much sums it up I'm afraid. You can't change the country as it'd be abused by people who would try to access content they're not legally able to use.

Why not just use PSN Cards, or a Credit/Debit card from France if you have one?

Amazon don't have this policy because they aren't a digital content distributor and aren't governed by the same laws.

[eguun]

Agreed for Amazon ... although they are also selling music.

But Valve would fall into this digital content distributor bucket and still doesn't do this. Other examples in this.

At the end of the day I am very dissapointed at Sony's focus on customer satisfaction:

1- they could have done a much better job at their error message to cut short all confusion: that same error # says "can't process transaction". The interesting questions are why, and what can we do about this.

2- they could have surfaced support methods (phone, email) on their site

3- the support per email could largely be improved

If Sony had a monopolistic situation I'ld shrug it and reach out to open a FR bank account or a Sony payment card, but it's far from being the case so I'm giving up and getting this digital content by other means.