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?"
"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."
"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.