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In case you forgot, Sony's refund policy is still unacceptable

F

Fushichou187

Member
I feel ya. Sony's refund policy has always been seemingly unwieldy and slow-to-respond at best. I've only had one time where a refund was requested and it took quite a while to sort out, but it eventually did get sorted.

PsihoPerihelion said:
I see that as a positive.
Click to expand...

We going to turn this into yet another NMS-shitting thread?
 
kingwingin

kingwingin

Member
I know on xbox one when i got fallout for free, they revoked but the store still says i own the digital delux version. Couldnt buy it again even if i wanted to
 
hemo memo

hemo memo

Gold Member
And some act like Microsoft is evil one of the two. It's really ridiculous how you they can get away with such bad customer service and policy becuase you're on top.
 
A

Apathy

Member
hemo memo said:
And some act like Microsoft is evil one of the two. It's really ridiculous how you they can get away with such bad customer service and policy becuase you're on top.
Click to expand...

So clearly becaus you couldn't take the 3 minutes it would take to read the article, heres the part of it that the OP missed that goes against what the whole article is trying to claim.

Now, onto Sony's refund policy. The company pointed me toward its published refund policy, which we've already discussed. And it promised that those who do get a refund will be able to re-buy and play No Man's Sky again, which suggests Sony needs to send an updated memo out to its customer support staff, if it hasn't done already.

Here's the statement:

Players are entitled to receive refunds in line with the published refund policy on PlayStation.com.
In instances where players receive a refund, they will of course be able to re-purchase the game at later date and play.
Click to expand...

emphasis by me so you can't miss it.
 
J

Jeels

Member
The worst situation I had was when I had purchased a physical version of a game, Xilia, and was playing through it several days.

For some reason I went to the product page, and honestly I dont know how, if I was sleep deprived or just sat on my controller or what, but I accidently bought the digital version.

I never downloaded and opened the digital version.

You could see in my play history that I had the and was playing the physical game.

Sony would not refund.

Another situation was a preorder, I decided I no longer wanted the preorder. The game wasn't out for several weeks.

Sony would not refund. I can cancel a preorder at gamestop, best buy, amazon, etc whenever I want, and it's a bigger hit to them than a digital preorder loss (no overhead) is to Sony. They would not refund.

I am not purchasing digitally from them ever again when there's a physical option because of their anti consumer practices.
 
A

Adam_Vania

Banned
god the guy in that article sounds like a huge pain. he wants a refund on the game but he is upset because they might fix it and he would want to buy it again.

he bought the product once thinking it was fine and didn't like it. what makes him think he is not going to want a refund the second time?

honestly just makes me think of people that send food back repeatedly at restaurants. get over yourself.
 
hemo memo

hemo memo

Gold Member
Apathy said:
So clearly becaus you couldn't take the 3 minutes it would take to read the article, heres the part of it that the OP missed that goes against what the whole article is trying to claim.



emphasis by me so you can't miss it.
Click to expand...

Except I experienced the bad customer service and some of Sony bad policies firsthand with 3 devices.
 
S

Shao Kahn Brewing a Stew

Banned
Man, you are all tripping.

Total time of chat: 10 minutes.
Total time it took for refund: 48 seconds.

Thanks, Sony.

Me (8/19/2016, 4:19:25 PM): The PSN ID is shagg_187
Fredy (8/19/2016, 4:19:31 PM): Thank you so much, which is the game and why do not you want it any more?
Me (8/19/2016, 4:19:43 PM): The game is No Man's Sky
Fredy (8/19/2016, 4:20:23 PM): I see.
Me (8/19/2016, 4:20:29 PM): I do not want it because of false advertisement, and because there is no online even though they said there is.
Me (8/19/2016, 4:20:48 PM): I have never refunded anything from PSN and I'm a customer since 2006
Me (8/19/2016, 4:21:01 PM): So this is hopefully my first and last request.
Me (8/19/2016, 4:21:34 PM): PSN is very nice about providing all the information about a product, but this was falsely advertised and I would like to request a refund so I can make a better purchase.
Fredy (8/19/2016, 4:21:56 PM): Let me explain you some details about the refund process.
Me (8/19/2016, 4:22:01 PM): Okay
Fredy (8/19/2016, 4:22:40 PM): According to the User Agreement all sales are final. Please keep in mind that it will done as onetime gesture of goodwill and funds will be returned to your PSN wallet. Is your Sign-In ID a valid email address?
Me (8/19/2016, 4:23:05 PM): Thank you! Yes, this is a valid email address and ID
Fredy (8/19/2016, 4:23:22 PM): Please allow me to tell you that once the refund is approved in the PSN wallet it can not be trasnferred to another place.
Me (8/19/2016, 4:23:30 PM): No problem.
Fredy (8/19/2016, 4:23:48 PM): Just allow me a moment to process the refund for you.
Me (8/19/2016, 4:23:57 PM): I'll wait. Thanks, Fredy.
Fredy (8/19/2016, 4:24:45 PM): Your refund has been completed, you can now check your PSN wallet and the funds will be there for you to purchase any other content in the PSN Store. You will also receive an email confirmation for this. Here is your refund case number for future reference xxxxxxx.
Me (8/19/2016, 4:24:54 PM): Wow. You are fast.
Fredy (8/19/2016, 4:24:55 PM): Can you please confirm me if its in the wallet?
Me (8/19/2016, 4:25:07 PM): I will check. Please give me a minute.
Fredy (8/19/2016, 4:25:13 PM): Sure :)
Me (8/19/2016, 4:25:54 PM): Yes!!
Fredy (8/19/2016, 4:26:03 PM): Thank you very much, please notice that we have sent you a survey to your e-mail, we would truly appreciate if you can answer it.
Click to expand...
 
G

Gator86

Member
The inability to cancel pre-orders is ridiculous and obviously anti-consuner. It costs them nothing and there's no chance to even game the system for the most part. Maybe you could sneak a theme out of it. They just don't become having your money is great and fuck you.
 
M

McSpidey

Member
shagg_187 said:
Man, you are all tripping.

Total time of chat: 10 minutes.
Total time it took for refund: 48 seconds.

Thanks, Sony.
Click to expand...


"Fredy (8/19/2016, 4:22:40 PM): According to the User Agreement all sales are final. Please keep in mind that it will done as onetime gesture of goodwill "
 
N

Novocaine

Member
shagg_187 said:
Man, you are all tripping.

Total time of chat: 10 minutes.
Total time it took for refund: 48 seconds.

Thanks, Sony.
Click to expand...

That's a one time deal and you only got the money back as credit in your account. That's not a proper refund.

Consoles really need to adopt a similar system to Steam and Origin when it comes to refunds. But at least when it comes to retail games I have the fortune of EB still having a 7 day return policy here. Not sure if other countries get that too.
 
J

J_Viper

Member
McSpidey said:
"Fredy (8/19/2016, 4:22:40 PM): According to the User Agreement all sales are final. Please keep in mind that it will done as onetime gesture of goodwill "
Click to expand...

To be fair, I've had this said to me multiple times, despite having canceled three pre-orders last year.

It is possible get a refund, you just really need to hassle them.

That being said, that shouldn't be the case. There's no reason for Sony to deny a refund for a pre-order.
 
S

Shao Kahn Brewing a Stew

Banned
Saucycarpdog said:
I'm not sure he read his own chat. Obviously missed that part.
Click to expand...

The point is that I wasn't told I can't buy the game again, or I wasn't crisscrossed to change my decision. I know a lot of folks have never asked PSN for refund, so exercise that goodwill and get a refund without any questions asked if you think you were duped.

That said, I believe I've previously refunded a game or two as well, so just be nice about it and you'll get it.
 
Darklor01

Darklor01

Might need to stop sniffing glue
hemo memo said:
And some act like Microsoft is evil one of the two. It's really ridiculous how you they can get away with such bad customer service and policy becuase you're on top.
Click to expand...

I haven't had a bad Sony experience, but haven't needed them much at all. I've needed help fro Xbox Live assistance with a count and purchases assistance and had nothing but positive assistance each time.
 
U

U2NUMB

Member
So how do you go about requesting a refund.. would like to stick with my PC version of NMS and get my PS4 refunded but everything on their official site says no way once you have played it.
 
P

pizzacat

Banned
I got hacked once and lost like $60. I call them up tell them what happened and after like a week or so they sent me an email basically saying "hey we did you a favor here buddy don't talk to us again", didn't even put the money back in my bank account (like the email suggested) and it stayed in my ps wallet so I would have to spend it on something

http://m.neogaf.com/showthread.php?t=1081948

l2gvybI.jpg


It fucking baffles me that they're in the position that they're in
 
hemo memo

hemo memo

Gold Member
TheSpoiler said:
That's fair, possibly, but are those bad policies related to this event in any format?
Click to expand...

Yes, the refund policy and why this
Fredy (8/19/2016, 4:22:40 PM): According to the User Agreement all sales are final. Please keep in mind that it will done as onetime gesture of goodwill and funds will be returned to your PSN wallet. Is your Sign-In ID a valid email address?
Click to expand...

Is not acceptable.
 
S

Stallion Dan

Member
funkystudent said:
Isnt there a legal requirement in some places now which was 99% of the reason Steam added it?

How are the consoles getting off the hook?
Click to expand...

There have been chages to the refund policy in EU, you can cancel pre-orders now and even get a refund up to 14 days of buying anything if have not downloaded/begun download of what you bought.

If you haven't paid for a pre-order yet you don't even need contact support, can cancel it through your online account yourself.


But mainly it's because nobody has challenged it in court I'd imagine.
 
Coolade

Coolade

Member
I'm confused by this thread so far. Refunds to your PSN wallet. Great? who cares if its in your PSN wallet. Sony seems to refuse to allow reunds to your bank account, or am I wrong? That's seems to be the issue in every other thread as the most common issue with Sony.
 
hemo memo

hemo memo

Gold Member
Darklor01 said:
I haven't had a bad Sony experience, but haven't needed them much at all. I've needed help fro Xbox Live assistance with a count and purchases assistance and had nothing but positive assistance each time.
Click to expand...

Every request with Sony customer service ended unresolved for me. "We know your problem but we can't do anthing".
 
autoduelist

autoduelist

Member
McSpidey said:
"Fredy (8/19/2016, 4:22:40 PM): According to the User Agreement all sales are final. Please keep in mind that it will done as onetime gesture of goodwill "
Click to expand...

They always say that. I have had several things refunded [various auto-renewals].

They say that to prevent abuse and so that they can say 'no' to serial refunders without them going 'but you let me refund x, y, z! why can't I refund this!?!"

so... they say 'one time'... and do it more than once, as long as you don't abuse it.

Seriously, people, this is common sense.


Coolade said:
I'm confused by this thread so far. Refunds to your PSN wallet. Great? who cares if its in your PSN wallet. Sony seems to refuse to allow reunds to your bank account, or am I wrong? That's seems to be the issue in every other thread as the most common issue with Sony.
Click to expand...

Technically, anything purchased on PSN is with wallet money.

All transactions go 'through' the wallet. That is, say you have $0 in your wallet and you buy a $60 game with a CC. Two things happen when you press 'buy': 1) you buy $60 worth of space bux for your wallet. 2) You then buy the game for $60 spacebux. So when they refund you, they are refunding to your wallet because you paid spacebux for the game. This solves a lot of other issues for them.

In some cases, they will actually refund to your CC but not always. I've had it done twice.
 
P

Persona7

Banned
Coolade said:
I'm confused by this thread so far. Refunds to your PSN wallet. Great? who cares if its in your PSN wallet. Sony seems to refuse to allow reunds to your bank account, or am I wrong? That's seems to be the issue in every other thread as the most common issue with Sony.
Click to expand...

It depends. Sometimes they will refund your wallet and other times they might issue a credit back to your credit card. Technically, when you buy a game you are funding your wallet and then purchasing a game with wallet funds. When I accidentally bought a game they asked if I wanted a refund to my card or wallet. I guess it depends on the situation.
 
S

Speely

Banned
To be fair, my Steam refund was denied because I played the game for more than 2 hours. A giant space exploration game. I played for 4 hours, and even detailed my reasoning in my comments that you can provide for the refund request.

Nothing. No way for me to get back a penny for this game, apparently.
 
webkatt

webkatt

Member
Glad I saw this thread as I had a question about refunds.

I had previously received a voucher code for AFRO SAMURAI 2: KUMAS REVENGE. I have downloaded and played through it. I believe I own a license to it.

I happen to check today [due to 4.00 beta firmware folders) and the game is now locked/restricted. It is no longer on the store. Most likely not, but am I entitled to some sort of compensation as my license is now invalid?

Or is it a moot point since i didn't "Pay" for the game?
 
F

fernoca

Member
webkatt said:
Glad I saw this thread as I had a question about refunds.

I had previously received a voucher code for AFRO SAMURAI 2: KUMAS REVENGE. I have downloaded and played through it. I believe I own a license to it.

I happen to check today [due to 4.00 beta firmware folders) and the game is now locked/restricted. It is no longer on the store. Most likely not, but am I entitled to some sort of compensation as my license is now invalid?

Or is it a moot point since i didn't "Pay" for the game?
Click to expand...
Moot point if anything. :p
When it was canned last year, refunds were issued to people that bought it.
 
N

NoHeDidn't

Member
All this evidence to the contrary and the OP still hasn't edited his post to reflect that in no way does Sony take away your rights to rebuy the game.

Opinions aside I believe this case has been proven as false.
 
J

JaseC

gave away the keys to the kingdom.
Speely said:
To be fair, my Steam refund was denied because I played the game for more than 2 hours. A giant space exploration game. I played for 4 hours, and even detailed my reasoning in my comments that you can provide for the refund request.

Nothing. No way for me to get back a penny for this game, apparently.
Click to expand...

I think support tickets would be the way to go for refund requests that fall outside either window. The refund system is largely automated and the note section is more for devs (who are also privy to the reasons given) than Valve.
 
S

Speely

Banned
JaseC said:
I think support tickets would be the way to go for refund requests that fall outside either window. The refund system is largely automated and the note section is more for devs (who are also privy to the reasons given) than Valve.
Click to expand...

Fair enough, and that makes sense. Will try. Thanks :)
 
J

JaseC

gave away the keys to the kingdom.
Speely said:
Fair enough, and that makes sense. Will try. Thanks :)
Click to expand...

If you get knocked back and the response doesn't suggest your reasoning was taken into account, reiterate why you feel an exception should be made as there's a good chance that your message wasn't actually read in full and the CSR just issued a recommended response. Stump explaining in detail that he'd like his received gift history only be told where to find his sent gift history is still the most egregious example I'm aware of.
 
S

Speely

Banned
JaseC said:
If you get knocked back and the response doesn't suggest your reasoning was taken into account, plead your case again as there's a good chance that your message wasn't actually read in full and the CSR just issued a recommended response. Stump explaining in detail that he'd like his received gift history only be told where to find his sent gift history is still the most egregious example I'm aware of.
Click to expand...

Oh shit. Heard. I will def take that into account. Thanks much for the useful info.
 
M

moogrose

Member
I've tried to get a refund for NMS from the dutch customer service. My God.

First I have to restore the database, then when I call back I get told that they don't have the issue on their side and I should contact the developer. Nope, contract is with you, Sony. Fine, send us a photo of the error when it crashes, which I do.

Then I get an email back telling me to reinitialize the ps4 (2TB HDD) which will take a lot of hassle, and a lot of time. Backup and restore.

It's bullshit. The game has crashed consistently and they making me do the leg work. I'm so pissed off that I'm seriously ready to take this a step further. They can't treat a customer like this, surely!?

EDIT: And all this after spending what must be many thousands on their hardware and software. I just can't imagine a company treating their customers in this manner. It's nuts.
 
S

spliced

Member
Quite frankly I'm shocked Sony would do this, giving out a refund seems like several light years ahead of Sony's usual pita customer service.
 
M

mpafighter

Member
I'm not sure if anyone suggested this, but Sony should do something similar to Android. They have up to 2 hours to get a refund.
 
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