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.

Wednesday, 29 April 2015

Sony will take your money if you don't spend it quickly enough

If you leave money in your wallet for too long (we think it's two years - used to be one) with your account unused, Sony help themselves to it anyway.

From their (old, may now be changed) T&Cs:

Please understand that the Sony Online Network wallet is not a bank account and we are not operating as a bank. You will not be entitled to a refund for any unused funds, except where expressly provided by these Conditions or by applicable law.
Wallet funds must be used within 24 months of purchase.

Sunday, 5 April 2015

I can't remove my credit cards because the website doesn't work

I'm trying to sort out these toggles [to turn off auto-renew, remove my credit card] on the website - I got as far as it taking me here :


With this message:
This web page has a redirect loop 
Well played Sony!

Friday, 3 April 2015

My account was blocked because I blocked a fraudulent payment

In a rare move, a proper news website has run a piece on Sony's awful customer service: http://www.theregister.co.uk/2015/04/02/sony_holds_gun_to_gamers_heads_over_fraud_charges/

"I was advised on the telephone by Sony support that all use, including fraudulent activities committed by an unknown third party, is my responsibility. He advised me that Sony takes no responsibility for fraudulent use of my credit card details and security rests solely with me."

A couple of points here:
  • The third party is not unknown to Sony.  They will have records of the IP address used to make the purchase and the console that the game was downloaded to.
  • Security cannot rest solely with the consumer since they need not be involved in any fraud - it could be the (known) third party calling Sony and asking for a password reset, and there's nothing that the consumer can do about that.
 Later in the article Sony respond, showing complete idiocy about how digital marketplaces work and consumer goodwill can be retained.

To do otherwise would create an opportunity for consumers to claim that they were not responsible for a purchase on their account, receive a refund and yet retain the content.
You could just remove the licence for that content from the account, and ban the console that was used to buy it. Then the content would not be retained, unless the fraudster wanted to only play offline for ever more.

If the reported unauthorised transactions were made on a console other than the one owned by the account holder, the person responsible must have had details of the account sign-in ID and password.
 Again, wrong.  There have been stories of people regaining access to their account by just calling Sony customer services and asking for their passwords to be reset, to a different email address.  The security breach could be entirely on Sony's side.

the nature of digital content, in that it is made available immediately and cannot be returned
It can be returned.

whether the account holder willingly gave their details to a friend/acquaintance or were tricked into providing them via phishing sites or similar, the responsibility for keeping this information secure does lie with the account holder
If Sony offered two-factor authentication on their accounts, they may be right to insist on this.  But they don't, and they have suffered multiple security breaches themselves.  Do they really need the odd £50 that is reclaimed from fraudsters instead of having a happy customer base?