Posted June 10, 2011
I have what would seem to be a simple problem: I bought a movie on the Playstation Store, it was supposed to come with a couple of voucher codes for some additional stuff, only the codes were never sent to me. Somebody at Sony just needs to send me the codes, sounds simple enough, right?
Well, I decided this is probably something I don't need to call them directly for, so I used their e-mail submission form on the support website, figuring somebody there could knock this one out in a minute or two. It's been two days now and not only have I still not received my codes, I also have not received anything from support indicating they are doing anything about it (I did get the automated receipt confirmation, but that's it). Since they claim they will normally respond within 48 hours, I decided that now it was time to call them directly.
Sony had other ideas.
In a giant "fuck you" to their customers, the Sony support phone line is not taking any calls at this time. Seriously. They actually have an outgoing message that basically says "we're too busy to deal with you today, call back some other time". I understand that their call volume is probably a little bit high due to recent events (to put it lightly), but to flat out not accept calls at all? It was bad enough when hackers exposed their lackluster (or non-existent) security measures, but to then not take the steps necessary to deal with the increased call volume that was clearly to be expected... this is not something I expect from an international multi-billion dollar company with nearly 70 years of history.
I've worked in and managed support call centers for a number of years now and I have never seen a lack of professionalism like this before. Sony makes great gadgets and I was willing to give the benefit of the doubt over the PSN debacle due to the nearly 15 years of great gaming they have given me, but between the additional hacks exposing more incompetence on their part and now this... I never thought I'd say this, but I'm seriously considering trading in my PS3 for an (ewww) Xbox.
Well, I decided this is probably something I don't need to call them directly for, so I used their e-mail submission form on the support website, figuring somebody there could knock this one out in a minute or two. It's been two days now and not only have I still not received my codes, I also have not received anything from support indicating they are doing anything about it (I did get the automated receipt confirmation, but that's it). Since they claim they will normally respond within 48 hours, I decided that now it was time to call them directly.
Sony had other ideas.
In a giant "fuck you" to their customers, the Sony support phone line is not taking any calls at this time. Seriously. They actually have an outgoing message that basically says "we're too busy to deal with you today, call back some other time". I understand that their call volume is probably a little bit high due to recent events (to put it lightly), but to flat out not accept calls at all? It was bad enough when hackers exposed their lackluster (or non-existent) security measures, but to then not take the steps necessary to deal with the increased call volume that was clearly to be expected... this is not something I expect from an international multi-billion dollar company with nearly 70 years of history.
I've worked in and managed support call centers for a number of years now and I have never seen a lack of professionalism like this before. Sony makes great gadgets and I was willing to give the benefit of the doubt over the PSN debacle due to the nearly 15 years of great gaming they have given me, but between the additional hacks exposing more incompetence on their part and now this... I never thought I'd say this, but I'm seriously considering trading in my PS3 for an (ewww) Xbox.
