I am a proud Playstation fan. I own a PS1, PS2, PS3, and 2 versions of a PSP. Been gaming on Playstation consoles for a long time and am pretty satisfied with my experiences for the most part. However, there are some things that Sony does that really frustrate me.
Omitting moments where it is crucial to have the most accurate and up to date information possible; my first problem is with Sony notifying PS users of things like maintenance schedules and the like. Oftentimes when Sony is going to do maintenance, the ONLY way to know about it is through the blog or on sites like this one. Sony SHOULD be notifying users through their PSN accounts and emails, but I have yet to ever receive such notification. One user here stated that Sony do not send messages to PSN accounts because it would be impossible to tell if it was an official Sony message or some spammer/hacker trying to work one over on you. But I say that, considering Sony has complete control over PSN, they could easily implement a way to let people know if they are sending an official message. It's incredibly frustrating to try and do something on PSN, only to be met with vague error codes or a message stating the service is under maintenance AFTER you tried doing something.
That brings me to my next point. Sony should be training its support staff to know what the frickin' error codes are all about. 80% of the time, Sony customer service don't even know what the error codes mean, nor do they acknowledge there is even a problem. For example, error code 80010514. That code means the Blu-Ray diode is done and you need a new one. But the only way to find that out is through the forums, not through official Sony channels because they don't know anything or don't acknowledge the problem. You'd think since it's their system, Sony should know about the error codes since they programmed the codes into the system to begin with. Sony needs to have better communication within the company so as to facilitate the resolution of consumer issues more quickly and efficiently.
My next problem with them is their sloth like speed at fixing their PSN site on the internet, if they are even bothering to fix it at all. There is an Account Management site where you can make PSN account changes on your PC without needing to use your PS3 or PSP. Changes such as adding funds, changing Billing information, that kind of thing. But ever since the PSN hack of April, that site has been down with a message saying the servers are down for maintenance. It's been almost 5 months. How long does it take to do whatever the hell they are doing with those servers?
My final issue with Sony is their lack of support for WPA2 on the PSP. I'm not sure about the PSP Go, but both of my PSP's do not support my security settings for my wireless network, thus I can't connect to my own internet connection because it uses a WPA2 AES security function. So even if I have a problem with PSN on my PS3, I can't fix it on PC because the site is down and I can't fix it on PSP because I can't connect thanks to the use of a wireless b card in my version of the PSP.
Like I said, I love the Playstation brand and applaud Sony for the monumental "right" moves they made with the brand. But some of the wrong moves they've made are VERY frustrating to solve on your own, and a waste of time to try and solve through customer service. I think that Kaz needs to light a fire underneath his employees to get these problems resolved quickly, but I doubt that will happen any time soon.