Community Discussions
Explore the latest discussions and community conversations related to this domain.
What is Sony’s Support email?
Main Post:
I’m trying to find their support email some collectable stuff from the persona 5 royal event that had happened awhile back
Top Comment: I actually just got done asking someone about this about a month ago for my own ongoing issue. I haven't tried them yet (I've been meaning to, but I've been busy), but they assured me they'd work from their own experience. Here they are: [email protected] and [email protected] The one on the left should be for the US (I made sure to ask, since I'm an American player). Don't know your region, so I thought I'd provide both. Hope this helps! And let me know if that first one does work, should you use it.
Sony Support Really This Bad?
Main Post:
So I normally don't like asking this, but has anyone else had a bad experience with Sony Support? I've called in three times now to get my tv repaired for a known issue that Sony has even admitted to knowing about. Each time I call I get a different answer ranging from "oh thank you lets troubleshoot this tv again" to " oh we are waiting for approval of repair". Each time I remind them where I previously left off with them, what was said, case number etc. and each time I get a different answer. I'm about ready to give up on them and never recommend their products again. I really hate saying that because Sony has been really good at standing by their products normally. So I ask all of you, have you had just as bad of an experience? IF so how did you resolve it? Thanks!!
Top Comment:
I’ve had a shit time with Sony. I was blown away when they upgraded my tv for me but that was after 6 months of what you are dealing with. I’m not kidding... 6 months of back and forth calls, sending pics, being told there wasn’t a problem and then finally they admit the light bleed issue to be a problem and upgrade me. The upgraded TV I got turns itself off and on at times so they warranted a replacement of the new one. The new new TV shows up and it had been damaged in shipping and the screen was smashed. Still don’t have a properly functioning TV and it has been 7 months since I bought it. I also have a Sony AVR that I’ve had for the same length of time. I’ve replaced everything in my set up because my speakers make a static popping sound from time to time and Ive finally been told after the same amount of time that it’s most likely the AVR and Ive been waiting two weeks now to speak to one of Sony’s engineers. Sony is a giant gong show in my opinion.
What is the deal with Sony's customer support
Main Post:
Impossible to contact. Every email I sent just takes me to a page that I've visited so many times I practically have it memorised. Phone support is literally only during common working hours. Not a hint of live chat support that isn't for Playstation.
Does anyone at all know where I can speak to literally anyone from Sony about my $350 headphones that aren't functioning for the reason I bought them for?
Top Comment:
Sony with ridiculously poor customer support is nothing new. It's an area they definitely need to pick up on
How the hell do you contact Sony customer support via chat?
Main Post:
Everytime I try to start a chat through the website it just sends me to a bunch of useless FAQs. Email isn't offered as a possibility and i'm not gonna make a twitter account. can anyone advise? very frustrated. thanks
Top Comment:
https://support.playstation.com/s/contact-support?language=en_US
I see a chat option. Try it.
Sony support is a mess - I seriously believe they use chat bots. Is there a way to get their attention so they would make it better?
Main Post:
Just bought Battlefield 4 and as I clicked pay now I noticed a small PS3 icon under the title. Ok, my bad although it was the first result while using their search.
I don't even have PS3 so it makes no sense to sell it to me - but it is what it is and I thought this is going to be piece of cake to sort out. Boy, was I wrong thinking their support will be on par with Amazon for example.
First, there is no obvious email contact so I tried the chat:
"Our average wait time is up to 30 minutes. Please stand by."
That's the only thing you see in your browser and not only that but when it activates there is no sound cue so good luck if you wan't to do something else in the background while you wait.
Anyways, it turns out they could maybe help me out with a one time refund and now I'm sitting there thinking should I actually use that privilege for $10? I try to explain how silly this is but we run in circles?
So I ask what's the pi? ...no answer - chat continues in circles. In the end I ask again, he says to explain, I say the number. Finally he gives out the support telephone number.
Ok, so guy is maybe just tired and replies with generic answers but still I did find it a bit weird. I'm uploading the transcript here if anybody wants to go trough it.
Oh, and btw, in the end he closed the chat and I'd like to assume he would not do that as a bot.
It's ridiculous that customers have to go trough such process for silly things like this. It is also sad that customers should run petitions for things like this but if there is one, (or some kind of voting) I'd be glad to sign it.
Edit: Here is the screenshot of the store when searching for "Battlefield".
Top Comment:
Chat is almost always like this with any large scale company. I once worked in Apple support, and while I wasn't a chat agent (I was on phones), I got a good look at their training material and procedures.
Any chat agent is likely on ten or more other chats at the exact same time, and back when I was around every response was canned. They'd have hundreds of pre-baked responses ready to be copy and pasted depending on the situation. The training materials would basically say: "If the customer says something like <this>, you copy and paste <this> as a response". This was almost ten years ago, so chat help has probably become even more automated nowadays, and I suspect the agents only have to skim your issue and hit a hot key or click a button to throw the appropriate canned response into the chat.
If you need support with a big time company like this, it's always best to call. If you're currently not in a position to call, do nothing about the matter (as in, do nothing that could make it worse or put you further down a rabbit hole), wait, and call when you can; if it can be solved at all, then it can stand to be solved later in the day/tomorrow.
Just a bit of advice for any situation like this one might come across in the future.
Why is it fucking IMPOSSIBLE to contact Sony? This is the most frustrated I've ever been with customer service.
Main Post:
I lost my account a year and a half ago when my ps4 was stolen. I have tried on and off every few months, giving up every time because I simply can NOT find anyone to contact. There is almost no contact information on the website, and if you do eventually find SOMEONE to email, it probably won't be the right person, and they DEFINITELY won't give you a link to whoever the hell you ACTUALLY need to talk to. I dunno how bad the fanboyism is in this sub, but the fact is Sony goes out of their way to avoid supporting customers and it's bullshit.
Edit: Solved the issue thanks to u/TwoAprilFools
I still believe that the lack of a North American email support service is ignorant, but at least the live chat was helpful.
Apologies for the frustrated outburst.
Top Comment:
I know this chat is old but I am still having troubles contacting support. I was signed out of my PSN yesterday mysteriously, and I unfortunately had forgotten my password to allow me to sign back in. I tried resetting my password but I was not receiving the password reset email so I tried to get in contact with a live agent. The phone services were unavailable and I was directed to the live chat which had a queue of OVER 300 people in front of me. After waiting an hour or so, I finally got in touch with an agent but realized I had entered the wrong ID info so the agent could not help me and told me I had to restart the entire process. After doing that, I got a message saying I could not contact support again for 24 hours as it appeared “I had already been helped.” Well that couldn’t be farther from the truth. So here I am waiting for the temporary ban to lift to try again. And all I want to do is reset my password. It’s truly a shame. Worst customer support I have ever dealt with.
Little story about my experience with the SONY support team - in short : run
Main Post:
Preliminary information : I bought a Sony Bravia KDL-65w859c with Android TV (ATV1 hardware) in March of 2017, it has a great panel and I would qualify it to be the best 1080p TV I have ever seen at this price point.I bought this in a little store in Germany (your experience may vary in other markets), after the last update (Android 7) I began having problems with the TV, it began hanging up, freezing, rebooting, being slow as heck... I tried everything (reboots / factory resets / scripts...)
After many months of problems, and seeing I wasn't the only one (see Sony-Forums) I decided to call the Sony support number I was given, there the collapse of Sony's brand image began for me.
I called them 3 times, getting another person (foreign, I read that the customer "center" is in Egypt - apparently those are private persons working for Sony from their homes) on each call. The contact was horrendous, unfriendly tone, kids crying in the background and multiple phones ringing while hearing strident voices... I couldn't believe it.
On the first call, after calmly and slowly (else they wouldn't understand) explaining my problem, telling them all I had done (I know what a reboot or a factory reset is...) the person aggressively asked me what TV exactly it was, non ironicaly saying :
"What exact model do you have, I can't help you without a Serial number, as you have an Android TV and all our Android TV's are slow and do not work the right way"
Wow.
after answering, he told me to keep it unplugged for 2 hours or better the whole night (is this a joke ?) probably to give the bad magic a way out of the diabolical machine....
*sigh*
Not wanting to make problems, I did so and agreed to be called back, I never was.
So i called them again, got another person, which simply wished me a good day after hearing the problem whilst hanging up.
*sigh*.....
So I called a third time, again calmly explaining to the least unfriendly of the trio what was happening. He told me to send a mail.
Which, of course, I did, explaining everything, me loosing patience with this horrendous customer support and my confidence in Sony as a company and brand. After getting a callback, I had a really calm person on the phone (still not really getting what I was telling him, so probably still in Egypt or elsewhere), asking me again what I had already tried, that I should reboot it etc.
After again, explaining everything, they asked for my buying receipt, I sent them the PayPal receipt as the store which sold me the TV had gone bankrupt and never delivered a real receipt. They declined it (and I can get why).
When I asked him why he wouldn't at least try to see if there still could be something done, as I had a proof of purchase (PayPal) and could prove the Money going out of my account, and also could have a written notice of the buyer swearing he sold me this TV (I got his contact info back then), the answer was gruesome :
"Sir, we have so many TVs with problems, they (who is they, I would like to talk to them honestly) will not accept a reclamation which isn't perfect, because if they can have one less TV to care about, they will"
Let that sink in.
I asked if this was a joke and if they knew that this was loosing a (probably many) customer(s) for life.
The answer was : Good day, sir, before hanging up.
I do not really know what to do right now, I can probably still sell the TV to someone which will not use the Smart TV part, or just try to live with it. But I feel uncomfortable looking at a Sony logo every day after this.
If someone did have the same problem, but a different solution, please tell me how, but as it is right now, Sony has probably definitely lost me.
Top Comment:
All TVs with built in smart features suck. Don’t ever buy a tv anticipating you’re going to have a functional user experience with the crappy under powered hardware. Buy a tv for the panel and picture quality and get an Nvidia shield or the new amazon fire tv 4K. All 3 TVs I have experience the same issue and they’re all different brands. Sony Android, vizio smart tv, and even my Samsung smart tv all lag when using the “smart” feature....
My PSN account got hacked this morning. Sony support has given me only two options: eat $450 in fraudulent charges and be unable to use my account for 6 months, or dispute the charges with my bank and have my account banned forever.
Main Post:
Update 5 - RESOLVED:
I received a call from an Escalation Analyst at Sony today! He let me know that they had performed an investigation regarding my account, and concluded that my credentials had become compromised. The IP was traced to somewhere in Europe (he didn't specify). He let me know that Sony would make sure that my account was taken care of. He also assured me that the Sony HQ had been made aware of my situation, and that they'll be examining the details to see if there ought to be a change to their policies.
I'm glad to have my situation resolved, but I'm more glad to see the positive outcomes that have come as a result of this blowing up. I've received many messages from Redditors who have become aware of and/or donated to the charities listed below, and many more from users taking extra precautions to protect their accounts. I think all gamers benefit when the game company giants are competing, and while my situation was unfortunate, I don't think Sony is malicious or evil. They're a big company with millions of customers and employees, and sometimes things fall through the cracks.
I've been made aware of a feature request for two-factor authentication in Sony's ideas board. If you have a PSN account, throw it an upvote!
Update 4:
I received some messages from (I presume) customer service reps at Sony, telling me to message a particular member of Sony's support team on their forums. I've done so, and s/he is looking into the situation.
Wow... I never anticipated this would blow up as big as it has! I appreciate all of the messages of support. If this moves Sony to reconsider their policies and invest in better account security, it'll all be worth it.
Update 3:
I've received several offers from Redditors willing to gift me copies of the Last of Us and other games / credits, and I can't express enough how much I appreciate it. It's nice to remember how many good people there are out there. I make a decent living, though, and I'll be able to take care of this either way. My goal here is bring attention to a few of Sony's bad customer service policies in the hopes that they'll change them, and to encourage them to add more security measures to PSN (such as multi-factor authorization, which is supported by both MS and Steam).
If you feel the desire to give, I'd be thrilled to see donations to a worthy charity instead, such as Child's Play or Able Gamers.
Update 2:
This post was briefly taken off of r/gaming. I have no idea why. Now it's back!
Update: I was advised to contact @AskPlaystation over Twitter (with this thread in the tweet). I did so, and they directed me to chat. I wasn't terribly optimistic that it would help, but I gave it a shot. Here's the transcript. Nothing has changed, and they won't do anything about it. If you have a minute and a Twitter account, I'd love it if any / all of you could tweet @AskPlaystation with a link to this thread! Some folks are adding the hashtag #PlayersBeforePolicy - that sounds like a good idea to me.
=====
TL;DR: My account got hacked, running up over $600 in charges. Here's the conclusion after running through the Sony support gauntlet.
- They can only refund up to $150.
- I can dispute the charges with my bank, but that will result in my account being banned.
- I cannot unban my account, and will thus lose my purchases ("but you only have the Last of Us and some of our free games, so it's not a big deal")
- Whomever hacked my account deactivated my PS4, and activated their own. Customer support will only permit one activation every 6 months. I'm locked out of logging into my own account on my PS4 for six months.
Chat transcript: http://i.imgur.com/KY3qHPp.png
This morning, I started receiving emails indicating a number of purchases on my PSN account.
As the transactions came in, one-by-one, it became immediately clear that my account had been hacked. I immediately logged into PSN and removed my card from the account, changed my email and password, and simultaneously launched support chats with both Sony and my bank.
The Sony representative told me that they are only permitted to refund transactions of up to $150. He also informed me that I could dispute the charges with my bank, but by doing so, my account would be banned from PSN. As a result, I would permanently lose all of my purchases, including the Last of Us Remastered.
He also informed me that my existing PS4 had been deactivated from the network this morning, and that a new one had been activated. When I asked him to deactivate that new, mystery PS4, he said he could not. I then turned on my PS4, logged in with my new credentials, and attempted to activate my PS4 with my account, but it informed me that I could not activate it as long as there was another PS4 bound to my account.
I called customer support, hoping for some clarification. The agent informed me that there is indeed a refund investigation underway, but that it will be limited to $150, and that it would be credited to my PSN wallet, not my bank account. Furthermore, my account will not be able to activate a new system for 6 months, per Sony policy. I'm completely locked out of my own account until that date. I then asked about what would happen if I got my bank to reverse the charges, and he informed me that it would result in a banned account. I asked if there would be any way to restore my purchases, and he told me that there would not be, but I "only have the Last of Us and a couple of the monthly free deal games," so it's not a big deal.
Absolutely furious. Change your passwords, everyone. Better yet, don't have your credit card on file with Sony - if something were to happen, you won't be taken care of.
====
Clarification edits:
- If you read the transcript, 'Malcom' seems to indicate that the full amount could be refunded upon completion of the investigation. I called to confirm this, and the supervisor I spoke to informed me that there was a maximum of $150 even after investigation.
- Apparently, this has been happening to others too, lately.
- Another one!
- And another one!
Top Comment: If you decide to go to your bank, ask if the fraud representative will call Sony with you to negotiate. They do this for a living, and a lot of companies will roll over when they're speaking with a fraud representative since they know how to ask the right questions and apply the appropriate pressure. It's in the bank's interest to do this since they will eat the loss if Sony doesn't cough up. Edit: as someone else has pointed out, this may not help with Sony threatening to shut down OP's account. If I were in OP's position, though, I think that getting a professional negotiator in the mix would be the most likely way of getting the most desirable outcome. YMMV.
Sony Support can't be THAT bad... can it?
Main Post:
So this morning, I was just being a standard redditor, scrolling through the front page of my subscribed subreddits when the top article on r/gaming is about someone's PS4 account being hacked. According to this user, the hacker charged $600 on the account. Sony support apparently only gave him 2 options. Cough up $450 since Sony could only reimburse $150, or go to the bank with the matter and get OP's account banned for life.
I was completely shocked by this, since I've never had that bad of a time with Sony Support and I've dealt with them many times before with PS3 and PS4 system problems. Because of this r/gaming thread, pretty much everyone has jumped on the "Fuck Sony" bandwagon.
So this brings me to my question, is everyone in r/gaming overreacting, or are Sony Support calls as toxic as r/gaming puts them out to be?
Top Comment:
This is why you should not have a credit card tied to your account. If you do, you are vulnerable to being robbed.