Angry User

Another really detailed and predictably ignored rant has been posted, with yet another user exclaiming their dissatisfaction with Home's terrible customer service:

I have had it up to here with SCEA's lousy service. I purchased a number of items on Playstation Home and SEVERAL of them were NOT as show in the description. I've contacted SCEA via their support line three times and each time I was put on hold for well over twenty minutes before being transferred to person after person who all said the same basic thing. Contact SCEA about SCEA purchases doesn't work. There is nothing they can do, even though I KNOW this to be incorrect as the Terms of Service Clearly state " All content is provided by SCEA, including content created or published by third parties." as well as each purchasing being "Solely between you and SCEA" with lovely words like "Although SCEA will try to ENSURE that all product descriptions and it's associates terms and conditions are accurate, errors may occur." as well as "You will have the option of either reconfirming your order at the correct price or canceling it." SO if they get the PRICE wrong they can cancel it but if they get the DESCRIPTION or the preview image is different than the PURCHASED ITEM they can't cancel it? Unacceptable.

I've spoken to three different people, Katrina, James and Mike the Senior Supervisor at the SCEA support line and ALL of them have given me incorrect information. I was told I would need to contact "HOME moderators" for purchase problems and issues and that "There was no phone number to reach them." I was also told there was a complaint form under contact information. So I go to check contact information and low and behold there is a number to contact them and NO COMPLAINT FORM. So where do I turn to now? How do I get my money's worth? How do I make sure I am not unfairly treated? I've half a mind to simply turn this over to the better business Bureau, maybe THEN SCEA would stop abusing my financial situation and sending me in circles I am extremely dissatisfied with the services I've gotten and trying to find resolution for this problem has only cost me MORE money.

WHERE is the complaint form? WHO do I contact? I'm at my wit's end and SONY is about to loose one of it's most loyal customers and all of his friends and families business. I'm about to tear my hair out here over a FEW virtual items simply because I can't get ANYONE to actually listen to me without telling me FALSE information. Please help me!

 Well said. However, per usual no answer has been given, and no refunds in sight. The user posts later on:

Well finally a response with information. Thank you. And I did indeed send an email to the Consumer Services department, they sent an automated email a day later saying they would response within 24 to 48 hours. So, this is the third day, and I'm still waiting. I'll post the exact e-mail I sent them. Though how else I'm suppose to contact anybody else or when or where or why is becoming rather tiresome since it always seems to be somebody else problem which no one I'm ACTUALLY talking to can do anything about, whereas those who supposedly CAN do something about it- Haven't talked back to me yet-. I still have yet to see anything regarding a complaint form as was told to me by the official SCEA tech support people. ...

I purchased a number of items on Playstation Home and several of them were not as show in the description. I've contacted SCEA via their support line three times and I was put on hold for well over twenty minutes before being transferred to person after person who all said the same basic thing. Contacting SCEA about SCEA purchases doesn't work, there is nothing they can do; even though I know this to be incorrect as the Terms of Service Clearly state “All content is provided by SCEA, including content created or published by third parties.” as well as each purchasing being “Solely between you and SCEA”. I've spoken to three different people, Katrina, James and Mike the Senior Supervisor at the SCEA support line and all of them have given me incorrect information. I was told I would need to contact “HOME moderators” for purchase problems and issues and that “There was no phone number to reach them.”

Yet the ToS also says “Although SCEA will try to ENSURE that all product descriptions and its associates terms and conditions are accurate, errors may occur.” And not two lines later states, “You will have the option of either reconfirming your order at the correct price or canceling it.” So if the price is incorrect it is possible to cancel it but if the description or the preview image is incorrect it can not be canceled? Unacceptable.

I was also directed to the forums and contact information for a complaint form; arriving there online I not only did not find the complaint form, but a second number to contact for support. This has lead me to believe I was directly misled simply to get off the line and or/given false information to frustrate me into no longer following the issue. But I will not. As stated below are the purchased items and a short reason for my extreme dissatisfaction with these purchases. I would like these orders to be canceled, the virtual items removed from my account, and the purchase amount of Five Dollars and Forty Five cents ($5.45) at the very least re-accredited to my Playstation Network Wallet.
If this is not possible, though I have been told “it is not impossible”, I would like to cancel all previous purchases, have them removed and the cash amount of twenty dollars ($20.00) returned to me via mail for this unacceptable and inexcusable breach of service etiquette.

 I'd also like the hundreds I spent on Home back. Hell, that's the entire reason this blog exists!