My experience with Sony’s appalling customer services

How a random crack on the Vita screen turned into a nightmare for the customer.

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Kingthrash3601922d ago (Edited 1922d ago )

I had to deal with them when I got the ylod on my ps3. long story short...the customer service representative was being a di*k. I ended up cussing him out abd talking to his boss. boss solved problem.....moral of story...if they treat you bad, cuss them out ask for management problem solved. pretty sure this tactic works with most customer service lines.

iamnsuperman1922d ago

You don't need to "cuss" them. Talking in a controlled and normal manor is enough. All you have to do is say "can I speak/take this up with your manage"

Hellsvacancy1922d ago (Edited 1922d ago )

No, some people when i'm on the phone upset me that much I HAVE to tell them that they're morons and i'm not going to be treated in that way, otherwise they will think they can speak to anyone like that

Aceman181922d ago

Yea everyone will have a different experience when it comes to customer service. When my original 60 gig broke down when the discontinued that model the rep was actually cool enough to send me a brand new 60 gig from their warehouse.

The second they sent me a new one back 4 days after I sent it out to them only negative was that whoever opened up the system didn't send me back my GT5 that was stuck in the system. That turned out to be OK because a week later a Sony rep gave me his copy for free at my brothers Gamestop when he came there to demo KZ3.

xReDeMpTiOnx1922d ago

@kingtrash, totally agree with you some people need to be cussed out because they don't give respect. Some people no matter how nice and respectful you are to them will still treat you like dirt so applaud you for cussing them out.

I do it when I have problems with customer service and it makes them double think before being a smart azz

iamnsuperman1922d ago (Edited 1922d ago )

"However; I was then told that the serial number had come off due to general usage. They then said they could identify the console from the remaining numbers, but due to the lack of the serial number it was now out of warranty"

I have this issue right now but I am not backing down. My sticker came off after 5-6 months use and now my screen has gone funny and unpredictable. I have sent a letter, after I called them about the issue, the other day and if that doesn't do anything I will find other means to annoy them. If it means standing outside their office naked with a billboard so be it. It is unacceptable that an important sticker comes off so easily.

NumOnePS3FanBoy1922d ago

Lucky for you That it is actually an issue with the screen not a crack. I say this if you only have the manufacture warranty that comes in every electronic devices for a year. This is replaceable by them because you had absolutely nothing to do with it and is more than likely an internal issue or defective display, which the manufacture warranty has to cover. If this person had a bad time with sony's customer service but only had the manufacture warranty and no extended accidental damage protection than his fight and anyone else's fight is hopeless because they will not repair your screen. If that gentlemen did buy an accidental damage protection for it then they are totally ripping him off and are being dicks about it.

iamnsuperman1922d ago (Edited 1922d ago )

I know but they still said my warranty is void because of the stickers falling off. I am going to fight it though. I can't afford a replacement nor would I pay for it if I could. I am just going to keep trying with them and if that fails I will just take it higher and contact the Office of Fair Trading....

NumOnePS3FanBoy1922d ago

I've had a similar situation with an asus touchscreen laptop that was a bad batch right from unboxing. I thought they might have been glitches on the screen so I gave asus some feedback. They were pleasant enough to tell me " that is most certainly no bug, but a defective display". The screens responsiveness was pretty bad day after day until I finally called them like a month or two later and told them that I have a bad screen and that that the one year manufacture warranty should cover. And that was it NO hassle NO nothing. They knew I was right and they sent it back to me with a new screen incredibly fast. If I ever have problems like this I hope I experience the same level of no hassle as I did with these guys.

Patashnik1922d ago

Say what you like about Microsoft, when my XBL account was compromised (and I lost A LOT of money) they bent over backwards to make sure I was not only reimbursed, but back up and running as quickly as possible. They even gave me a whole heap of bonuses and then checked up on me a month down the lie to see if everything was okay.

I couldn't fault them at all - it was very impressive.

minimur121922d ago (Edited 1922d ago )

very impressive, I'm not on team Xbox but that sounds awesome :)

I may be a playstation fanboy, but I'm more level headed, for example I'll agree that the triggers are better on Xbox ( apart from the fact they're so thin)
I do agree that both sides has it's advantaes/disadvantages, but to be honest, Sony knocks it out of the park with exclusives, look at this photo:

anyway, that's awesome to have such awesome customer service :)

KingKelloggTheWH1922d ago

When my brother tried to cancel his X-Live they charged him again and told him to pretty much deal with it.

Both have good and bad

FanboyCrusher1922d ago

That's a lie, they don't, and can't do that. They can't recharge you for something such as a Gold subscription attached to a credit card, and when you want to cancel it they charge you the same amount again. From a business point of view that doesn't even make sense. Somebody paid for a certain amount of time, stopped the auto charging, and screwed themselves out of the days left in their subscription, but they want more money from you? Why? They made their penny. It just doesn't work that way. Microsoft of all things they mess up on entirely, they have phenomenal customer service. Long story short Microsoft has it's shortcomings, but it's customer service is one of the best in the industry, hands down.

oof461922d ago

@KingKellogTheWH:Yup. It's why I don't tie my credit card to my console. I've heard it takes a lot of hoop jumping to fix something like that.

However, when my first machine red ringed, whoever I got on the line was really friendly and professional.

Aceman181922d ago


Actually king is telling the truth my friend at work had his live acct hacked and lost money when he called their customer service they told him they'd fix, but they actually charged him again for the same amount that was charged to him by whoever hacked the acct.

He said it took 6 months to actually get his money back, and after that he cancelled his live acct.

Benchm4rk1922d ago (Edited 1922d ago )


I agree mate. I couldn't fault MS customer service at all. Very helpful and polite on the phone. Have never had to deal with a RROD despite owning a launch console so I guess I was lucky. I did however accidentally stand up and smack my head on the disc tray causing it to not stay closed. My console was out of warranty and it only cost me $118 postage included to fix the drive and they gave me unlimited warranty for 12 months. Sony however was a different story. After about 12 months my console died and would not power up. Could not work out why possibly a power surge. When I contacted them I got rooted around for a while before speaking to a nice person who then went onto explain that it will be a flat fee of $250 and I would have to pay my own postage on top and that I would receive a whopping 3 months warranty when I got the console back. I laughed and hung up the phone. EB games here in Australia at the time were selling pre owned consoles for $299 that came with 12 months warranty so in went down that road. Would never wanna deal with Sony customer service again

KingKelloggTheWH1922d ago (Edited 1922d ago )

Ive had bad experience with all of them Except Nintendo (never called them)

My friend though had pretty good with Sony and MS,Sony r helped get his old data onto his new ps3 and bricked the ps3 that was stolen from him.He's also owned like 10 ps3/360's....

Also,prepare for fabricated and exaggerated stories! you can find already.

GameCents1922d ago

I find that most stories pertaining to "my friend" are bogus. . .

DragonKnight1922d ago

Yeah because everyone has nothing but great experiences with all customer services except for Sony's right?

Aceman181922d ago

I actually tell a true story of what happened to my friend with his live acct and I get disagreed to hell and back because ppl refuse to believe bad customer service can happen to any company including their favorite ones smdh.

KingKelloggTheWH1922d ago

What purpose would lieing about that serve?
It happened,he also got a replacement for his Xbox when it died,since that is pro-Ms I bet you'll be happier.

oof461920d ago

@KingKelloggTheWH: The only experience I've had with Nintendo was calling their gametips hotline as a kid.

hiredhelp1922d ago

Think can be hit and miss here in UK customer services can be pain often tryin to get threw to talk to management cant be done.
I have phoned in past Sony couple times one for my old PSP witch was out date cost of a refurb was ridicules the other was replacement YLOD witch i got replaced then sold on to buy Slim.

My dealings with MS at first was ok.. When i had te launch 360 but after needing a replacement on 2-3 even 4th time. The manner changed resulting inthe end they wouldn't give me back my purchases on XBL. This made me wild of course these were launch 360s and replaced with refurbs.
By that time PS3 was launched sold up bought PS3 and resistance fall of man i was good for solid 3years till got a slim.

Customer services Never something enjoyable im always concerned on who im gonna be taken my matter up with somebody nice? Ignorant? Arrogant? Or just wants to hang up on me.

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