This site collects stories from people with experience of Sony's customer services. It was inspired by the continuing tales in this thread on RLLMUK, from which some stories are taken.

If you have a similar story, please get in touch! We hope that collecting these stories will help Sony to realise that their awful approach to digital accounts, customer service and denial of standard rights is hurting their business. None of the major video games news sites seem to be interested for some reason!

Note that we will not take anonymous submissions, and submitters remain responsible for the factual accuracy of their stories.

Sunday, 1 February 2015

Someone else preordered a game and I can't cancel it

I don't even own a Playstation, I have a Sony TV and my 9 year old son has a PSVita on child account under my parent account.

In October last, I receive an email thanking me for my Purchase of Middle-Earth™: Shadow of Mordor™ Legion Edition (Full Game) £54.99 for the PlayStation, a game that is not even out, it's was not released for another 6 weeks, so a pre-order, I obviously did not make this purchase, so I logged straight into SEN, removed my payment details and update my password, then I immediately contacted SEN, by both email and telephone, I was told it would be sorted within 5 days, it took them almost 6 weeks to come back to tell me to go take a jump as they don't do refunds, case closed.

I then spent days and days trying to speak to someone who was able to communicate without the assistance of scripts, I tried social media, I even tried Sony UK but they completely disown SEN, not wanting to know. Eventually I was left with no choice but to contact my Bank and the upshot was that after investigating Visa confirmed I was protected as UK Consumer and they refunded me.

Fast forward to last week, account banned! At first I was not bothered as I only have the TV and I am content that after being treated like this I will never buy another Sony Product again, however I have now discovered that my Son has no access to the games he had downloaded via (Codes from Amazon) etc. So I telephone them (yet again) to basically be told Pay Up the £54.99 or lose the lot, talk about Blackmail and Bullying, I was calm and polite and asked the guy to transfer me to a someone who could hopefully help me, he refused and simply read from his script. I then said I was not satisfied and I wanted assistance to which he said he was then terminating the call, which he did.

I just can't fathom Sony's Business Plan, we are middle earning household, we've bought a number of Sony Products over the years, one being a new TV just a few months ago, I was genuinely going to buy another, I know it's easy to say that to add gravity to it but we were actually in Curry's last November looking at replacing our Main TV with a Sony and my wife said lets wait until this current issue with SEN is resolved at the time I was disappointed but now obviously not, what kind of business has a plan that alienates customers like this, with Bully Boy Tactics! No one wins!

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