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Sony's Customer Service

Ciel

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Over 48 hours ago I spoke with a customer service representative in regards to my broken PS4 controller. He informed me that I would have to pay for shipping on a malfunctioning product because that is, "just how the service works". Frustrated, I continued on with his help and set up an exchange request. I was supposed to receive an email that contained my case number and what not (aka: RMA). This email was to be printed and shipped along with the controller.

 

I woke up this morning, still with no email. All the more frustrated I went online and chatted with another customer service member. I gave him the case number that was provided for me at the end of my first conversation two days before. It took him about 15 minutes to look it up and return to me. "There's nothing I can do here," he said, "I do not have the authority. You'll have to call customer service and speak with someone over the phone." I asked him if there was a number I could call directly as to avoid phone wait-times--there wasn't.

 

Thankfully the wait time was minimal. I spoke with someone and after giving him my case number he told me, "It says here a box was sent out to your house. FedEX says they left it on your doorstep." I told him to wait a minute while I checked out front. There it was, the box... completely covered in snow. "Oh wow, this is convenient. No one told me about a box. So do I just put the controller in this box and send it out," I asked. He laughed at how satisfied I was that this was finally going to happen, "Yes. It's that simple. Also I am not sure why anyone told you that you have to pay for shipping as it is covered with the box." I happily thanked him and said goodbye.

 

It turns out that the box was for the PS4 console itself and is not meant for the controller, or any other accessories.

 

I called back.

 

"Can I speak to a supervisor, please?"

 

Keep in mind throughout the whole of this exchange I sound irritated. The following was a little more intense than what is posted, but you'll get the gist.

 

The woman on the phone asked me what the problem was. I let her know and she transferred me. It should be noted, again, that at this point that I was incredibly annoyed and curious as to why no one around here knew what they were talking about. There was a lot of miscommunication, despite my being perfectly clear. There was also a lot of lying, intentional or not, and I did not know what to believe. The supervisor picks up, he sounded like he didn't want to talk. He didn't give me his name; I should have asked. I explained to him the problem. I also lamented over the fact that I should not have to pay for shipping. "This isn't a debate line, sir."

 

"I'm not looking to have a debate either, I am just wondering why I have to pay for shipping on a product that was clearly sold to me as defective. I understand that I do not have to pay to ship a console back, but I have to pay to ship a controller? That's weird wouldn't you agree? Why is it so hard for anyone at Sony to do something right? Why did I get a box?"

"Paying to ship defective accessories is company policy, sir."

 

"Yes, but why? ... "

 

He raises his voice over mine before I could finish, "Sir that is our policy. Those are the rules."

 

"So what you're trying to tell me is that you do not even know why you have certain rules in place? I'm asking because I'm curious as I think it is a stupid rule that inconveniences the customer. As a supervisor shouldn't you know why rules exist and other do not?"

 

"We pay to ship consoles because it is harder to find a box the size of a console than it is a box the size of a controller. We also do not refurbish them, we replace them."

 

"I'm not asking what the policy is, I am asking why it is the way it is. Also, it's really not hard to find a box the size of a console; I would just ship it in the box my PS4 came in. Don't bullsugar me, I'm asking you why is it company policy--who is it supposed to benefit? It is going to cost like $15-30 to ship this out UPS, you do know that right? At that rate I might as well just go buy a new controller. It would beat waiting around 10 days and it would put more money in Sony's pockets. I'd just like to use the product that I bought, sadly I need a controller to do that. Well kind of anyway."

 

He grows more upset with me, "Sir that's a decision you have to make.This isn't a debate line."

 

"O.K I get that. I know. My point is that this isn't a decision I should have to make, nor even think of making. Can you please explain to me why I haven't received my RMA email then? It has been over 48 hours. I was told I would receive it in less then 24. I could have had this shipped out and gotten it sooner. Now I have to wait an extra day because tomorrow is Sunday. Three days have thus been wasted."

 

"There is no RMA! You don't get an email! It's not a return!"

 

"I was told I would receive in email if I am not supposed to get an email why would someone tell me that?"

 

"You don't get an email! Do you want me to process the exchange or not!"

 

"One always get RMAs sent to an email! RMAs contain information that are to be packaged with a return and or exchanged item. They have important information on how to handle the ret---..."

 

He cuts me off, "WE DO NOT SEND OUT EMAILS THERE ARE NO RMAS! SIR I AM GOING TO HAVE TO LET YOU GO BECAUSE CLEARLY YOU WANT TO ARGUE WITH ME. THIS IS NOT A DEBATE LINE RULES ARE RULES TAKE IT OR LEAVE IT. GO BUY A NEW CONTROLLER IF YOU DO NOT WANT TO WAIT."

 

"Wait! What am I supposed to include with the return? What is the return address? Hello... hello?"

 

He hung up.

 

I called back, "Hi your supervisor just hung up on me. He didn't give me his name."

 

"Did you call on the same number?"

 

"Yes."

 

"OK. Well what was the problem?"

 

I crudely explained the problem with the controller as well as the supervisor, "Can you help me?"

 

"Yes. What is the email? I'll send you an RMA." I calmed down when I heard this, despite still being confused. "You just have to package that with your controller. Yes you have to pay for the controller to be shipped, it sucks, I know but we just replace it. So you're basically just paying for a replacement."

 

"Why?"

 

"You know I've never really thought about it. Anyway can I have your email information. Then if you could just stay on the phone with me we can make sure you actually get the email this time."

 

"OK, I got the email. Now what?"

 

He explains the process and that it'll take about 7-10 days for me to receive a new controller.

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Should have read this to be prepared with their questionable service before you got in to it with them.

 

http://www.gamepodunk.com/blog/33/entry-321-my-personal-experience-with-sonys-ps3-repair/

 

I handled it differently then you though and they did fudge me over a couple of times. I never got rude or asked to speak to a supervisor but one thing I did take note of, was that some people where more helpful then others when I had to make call backs.

 

The 2 times I spoke to males 1 messed up my address and the other one refused to help. The 2 times I spoke to females 1 fixed the first males mistakes and the other one was more then happy to help me. Not making a comment on the sexes I just found it amusing.

 

Anyway long story short my console started having problems a few months in and I didn't even use it a lot so I was very surprised. I sent it in had to wait a butt load of time, then had to wait for it to get there, get fixed and get back to me. So all in all 1 month for the fix, problem was, it still had a problem. But instead of raging on them and trying to argue I simply called them explained the problem and told them why I was upset. They sent another box but this time in the paper they sent you I wrote down a letter on it's very specific problems, how they hadn't fixed it the first time, and how they should please fix it, finally thank you. 1 month later I got my ps3 back and it's working great till this day.

 

My point is getting angry at customer service who lets face it have to deal with ticked off people all the time isn't going to help you. Some people where telling me to get moody with a supervisor or manager but I refused I have always believed that you should never tick off the people that serve/make your food. If you get what I mean lol.

 

It also helped that my service was completely free, (Just 1-2 long months with out my ps3/all data removed) had it cost me a dime I can't say I would have had a rage fest but I can say internally I would have been a lot more upset.

 

Also I was wondering whats been up with you lately I guess this explains it. Hope you feel better soon and remember being angry hurts you more then it hurts sony.

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I wasn't angry per se, just upset and confused as to why I was being jerked around on an issue that should have been handled in minutes. "You're controller is broken? This is our fault, let's solve this problem right here." Instead I was pulled in all different directions by different people. All of which, save for the last guy, were incredibly smug and incompetent. 

 

I also just wanted to know why something is the way it is, this is normal and should be advocated. As I told them, I wasn't arguing or looking to debate the issue, I just wanted an answer(s). I told each and every one of these people that the broken controller isn't their fault and that me being upset isn't at them as individuals. I told them that I work in customer service, basically, and that I know the job can be difficult, that I'm not here to make it more difficult, simply that I'd like an answer to a very simple question and that I'd like my very simple problem solved simply. 

 

This is how it should have went down. Granted this is all short hand:

 

"My controller's broken, I'd like it replaced. It's under warranty."
"OK, let's do that. You do have to pay for shipping mind you."
"Really? Why is that?"
Explanation.
"Oh, OK. Well what information do you need?"
 

And done. 

 

To recap:

 

Guy 1: Sure I'll email you the RMA. Doesn't.
Guy 2: There's nothing I can do for you.

Guy 3: Shipping is free. You have a box. Not sure why anyone said you had to pay. Turns out they sent me the wrong box--a box I didn't even need in the first place. 

Guy 4: Told me Sony does not send out RMAs, that he doesn't know why his company has specific policies in place, and did not want to talk to me in the first place.

Guy 5: Takes my information. Emails me RMA in minutes, not hours, problem solved. Question still unanswered. 

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Oh my god Ciel, I would have had lost it and started asking for names and ID#'s etc. You should file a complaint claim as well with this horrible customer cervice. Also where'd you buy your ps4 from, can't the retailer do anything about the broken controller?

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I wasn't angry per se, just upset and confused as to why I was being jerked around on an issue that should have been handled in minutes. "You're controller is broken? This is our fault, let's solve this problem right here." Instead I was pulled in all different directions by different people. All of which, save for the last guy, were incredibly smug and incompetent. 

 

I also just wanted to know why something is the way it is, this is normal and should be advocated. As I told them, I wasn't arguing or looking to debate the issue, I just wanted an answer(s). I told each and every one of these people that the broken controller isn't their fault and that me being upset isn't at them as individuals. I told them that I work in customer service, basically, and that I know the job can be difficult, that I'm not here to make it more difficult, simply that I'd like an answer to a very simple question and that I'd like my very simple problem solved simply. 

 

This is how it should have went down. Granted this is all short hand:

 

"My controller's broken, I'd like it replaced. It's under warranty."

"OK, let's do that. You do have to pay for shipping mind you."

"Really? Why is that?"

Explanation.

"Oh, OK. Well what information do you need?"

 

And done. 

 

To recap:

 

Guy 1: Sure I'll email you the RMA. Doesn't.

Guy 2: There's nothing I can do for you.

Guy 3: Shipping is free. You have a box. Not sure why anyone said you had to pay. Turns out they sent me the wrong box--a box I didn't even need in the first place. 

Guy 4: Told me Sony does not send out RMAs, that he doesn't know why his company has specific policies in place, and did not want to talk to me in the first place.

Guy 5: Takes my information. Emails me RMA in minutes, not hours, problem solved. Question still unanswered. 

Yeah I had the same problem with some people being very unhelpful and some being helpful. Some just want to get you off the phone as soon as possible and that's the problem. You know the ones that care about their job when they end the session with "My name is ---- and you can go to the sony website and rate me blah blah blah"

 

The rest are just like "yeah yeah yeah yeah okay, cant help you, cant give you that information, get off the line now"

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Oh my god Ciel, I would have had lost it and started asking for names and ID#'s etc. You should file a complaint claim as well with this horrible customer cervice. Also where'd you buy your ps4 from, can't the retailer do anything about the broken controller?

 

Yes and no. I don't feel like putting my Gamestop through the extra work. I like them too much. Also, the wait isn't too much an issue for me, so.

 

Yeah I had the same problem with some people being very unhelpful and some being helpful. Some just want to get you off the phone as soon as possible and that's the problem. You know the ones that care about their job when they end the session with "My name is ---- and you can go to the sony website and rate me blah blah blah"

 

The rest are just like "yeah yeah yeah yeah okay, cant help you, cant give you that information, get off the line now"

 

I did get a "rate the customer service" email, but I wasn't sure who I was rating so I didn't do it. I told the last guy that if there was some way I could talk to someone and let them know how helpful he was that be great. But he just thanked me for my nice words! He might have sent the email, so I guess I should fill it out according to his help, but...

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I avoid calling companies. It's easier talking a retail store into doing a switch for you.

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Yeah I hate dealing with Customer Service and Sony's is pretty terrible.

 

My account had $50 worth of purchases made on it without my knowledge and it took me almost 3 hours to solve it.

 

1)Wait 30 minutes to live chat with agent.

2) After 20 minutes with agent, they tell me they can't do anything, I need to call them.

3)Call them, after 40 minutes on hold they pick up.

4)Takes them 15 minutes to understand the issue, then tell me issue already got taken care of by the guy from live chat.

5)RAGE

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Quick update:

 

I shipped the controller yesterday. However before doing so I realized that the email I was sent did not contain a shipping address. I hopped on chat and asked for one. It took about 10 minutes for the person to respond.

 

At UPS the woman tells me that the zip code brings up a different city than the one I was given.

 

Thanks, Sony.

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Quick update:

 

I shipped the controller yesterday. However before doing so I realized that the email I was sent did not contain a shipping address. I hopped on chat and asked for one. It took about 10 minutes for the person to respond.

 

At UPS the woman tells me that the zip code brings up a different city than the one I was given.

 

Thanks, Sony.

 

They're testing your patience. You of course will be rewarded with nothing.

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