Sony Computer Entertainment America LLC

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
SCEA, LLC contacted the...

consumer and provided a solution.
SCEA appreciates the opportunity to address this matter.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
Consumer Services
Sony Computer Entertainment America, LLC

November 10, 2016
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].
 
SIEA will not be able to fulfill the consumer’s request.  If he is past the warranty then a fee would be necessary. 
 
November 14, 2016:  SIEA, LLC stands behind the original statement.
 
SIEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services
Sony Interactive Entertainment of America, LLC

Complaint: [redacted]I am rejecting this response because: Firstly, even though I have some cancelled orders on my account, there needs to be a way to cancel preorders. Steam had this, Microsoft has this, and I wanted to cancel my preorder mainly because I already got the game for pc and didn’t want to play it on PS4. I don’t know why but our guys don’t have a cancel preorder option, because ever game store like amazon, Gamestop, plus again Microsoft and Steam, let you cancel a preorder, even if it is digital. I love playstation I do, but they are behind the game when it comes to this and satisfying their customers. I’ve been stuck with the same gamer tag since the ps3, we still can’t change it yet every console out there you can. Preorders as well, you can’t cancel on the PlayStation systems, which is really stupid. I got a phone call from a representative at Sony PlayStation and he basically said tough luck buddy and said we aren’t doing it. Just a greedy business that cares more about money then the customers. Gonna stick with Amazon from now on. At least they help out and care.Sincerely,Evan [redacted]

March 13, 2017
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].
 
SIEA will not be able...

to fulfill the consumer’s request since the content was consumed.
 
 
SIEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services
Sony Interactive Entertainment of America, LLC

April 10, 2018           
 
 
Re:      Case No. [redacted]
Consumer: Kasen [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Better...

Business Bureau case# [redacted]
 
SIEA contacted the consumer and provided a resolution.
 
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services                                   
Sony Interactive Entertainment of America, LLC

April 13, 2018
 
 
Re:      Case No. [redacted]
Consumer: Shawn[redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case#[redacted]
 
SIEA contacted the consumer and provided further insight into his account.
 
April 17, 2018:  SIEA stands behind the original statement. 
 
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services                                   
Sony Interactive Entertainment of America, LLCTell us why here...

April 12, 2017
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].
 
SIEA will not be able to fulfill the consumer’s request.
 
April 14, 2017: SIEA stands behind the original statement.
 
SIEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services
Sony Interactive Entertainment of America, LLCTell us why here...

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
After some "phone tag", I finally spoke with [redacted] at Sony PlayStation yesterday.  He told me that the refund was sent back to my bank account electronically the day before (Monday, 10/3/16).  I logged into my bank account that same evening but did not see that refund.  However, I logged in to my bank account today and the refund has finally hit my account.  While we talked, [redacted] also told me how to turn off the auto-renew feature to avoid any future charges on my account.
Sincerely, [redacted]

October 14, 2016
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Network Entertainment of America, LLC (SNEA) regarding the above-reference Revdex.com case# [redacted].
 
SNEA has contacted...

the consumer and are working on a resolution.
 
 
SNEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SNEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services
Sony Network Entertainment of America

April 26, 2018
 
 
Re:      Case No. [redacted]
Consumer: Steven [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted]
 
SIEA contacted the...

consumer and provided a resolution.
 
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services                                   
Sony Interactive Entertainment of America, LLC

August 17, 2017     Re:      Case No. [redacted] Consumer: [redacted]     Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].   SIEA contacted the...

consumer and provided a resolution.     SIEA appreciates the opportunity to address this matter.      Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.     Consumer Services                                    Sony Interactive Entertainment of America, LLC

Complaint: [redacted]I am rejecting this response because:
 
I never received this email that you supposedly sent out to all current members.  And I shouldn't have to search the internet for "public announcements" to know that you're going to debit MY ACCOUNT the extra money.  I'm not asking for a lot; I'm just asking for a reasonable credit of the $7.00 for this one time since you did not inform ME of the price change.  Otherwise, you can refund me the $24.99 and cancel my subscription and instead of being out $7.00 you'll be out $24.99 PLUS ANY FUTURE PAYMENTS you would have received from me.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/18) */
May 18, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
SCEA has contacted the...

consumer; however, SCEA and the consumer have been unable to reach a resolution regarding this matter.
SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
Consumer Services
Sony Computer Entertainment America, LLC
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SCEA forwarded complaint to customer service, who I had already spoken to several times prior to complaint. Recieved voicemail from employee with number for a call back. Number provided did not work and I was unable to leave a voicemail.
Several days later received another call from customer service. Employee tried troubleshoot system the exact same way the other employees did. Nothing new was gained from this call.
I explained the system is only a year and a half old and doesn't get much use. Many others have similar issues with launch consoles. These systems should be fixed or replaiced by SCEA. They would only offer to fix system for $150 and offer only a 3 month warranty. That's simply not good enough.
I own every Playstation game console, three Bravia tv's, and Sony surround sound. Sony makes excellent products that I recommend. It's unfortunate one poorly made product has ruined that trust in the company. Situation was made worse by the response from SCEA.
I had an original launch PS3. That system broke after five years because of the infamous "Yellow Light of Death" problem. I had it repaired and it broke after four months. That console was used heavily so I accepted it breaking without complaint. Five years of heavy use then breaking is forgivable and understandable. One and a half years of minimal use and breaking is unacceptable.
My hope is SCEA will take this issue seriously and work on a solution to replace or repair these faulty systems and restore the confidence of the consumer.
Final Business Response /* (4000, 9, 2015/05/27) */
May 27, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
We can service the consumer's PlayStation for an out of warranty fee. The consumer declined our resolution. We consider this issue closed.
SCEA appreciates the opportunity to address this matter.
Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
Consumer Services
Sony Computer Entertainment America, LLC

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
SCEA reserves the...

right to refuse service for insect infestation. The instruction sheet included in the Advanced Service Box clearly states this disqualification as does the warranty.
SCEA appreciates the opportunity to address this matter and considers the matter closed.
Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
Consumer Services
Sony Computer Entertainment America, LLC

October 12, 2016
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Network Entertainment of America, LLC (SNEA) regarding the above-reference Revdex.com case# [redacted].
 
SNEA will not be...

able to fulfill the consumer’s request.
 
 
SNEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SNEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services
Sony Network Entertainment of America

Initial Business Response /* (1000, 6, 2015/09/01) */
September 1, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
The consumer should...

attempt a full installation of his firmware: https://www.playstation.com/en-us/support/system-updates/ps4/#newinstallation .
As Mr. [redacted]'s PlayStation's warranty expired, a fee [redacted] be required to service his PlayStation.
SCEA appreciates the opportunity to address this matter and considers the matter closed.
Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Initial Consumer Rebuttal /* (3000, 8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was done several times and is reflected in their notes.. This is the same copy and paste response they put on their forums. And it fixes nothing.. for me or a majority of the owners having the same problem.. I have re initialized about 6 times (one from an external memory stick) rebuilt the data base, set dns zone.. every possible thing aside from replacing (keep in mind this would have been the second time it was replaced) there has been hours spent with customer service over the course of several months. . I've had it replaced once after 8 months. . This one lasted 7..I was told when sending in the first one that it would reset my year if it had to be replaced.. which it did.. it rendered multiple games that I spent money on inoperable and they refused to Honor any warranty, that I would have to pay for it this time.. I would like a refund on all digital games purchased (which is reflected in the database as well) the customer service received is unacceptable and border line theft.. I take very good care of my equipment. This is a default in their product.. A default that they are fully aware of and all over the Internet (ce-XXXXX-X) being the code. . I [redacted] also see what can be done with a class action suite as well

February 23, 2018
 
 
Re:      Case No. [redacted]
Consumer: Carl [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted]
 
SIEA contacted the consumer and provided a resolution.
 
February 28, 2018:  SIEA, LLC, provided insight on the decision making. 
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services                                   
Sony Interactive Entertainment of America, LLC

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
There is no 'common...

issue' with the HDMI port as described in the consumer's complaint. As his PlayStation was purchased used and more than a year ago it does not qualify for in warranty service. Our service includes shipping and genuine PlayStation parts serviced by qualified PlayStation technicians.
SCEA appreciates the opportunity to address this matter and considers the matter closed.
Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a common issue. All you would have to do is search any search engine (Google) by with keywords of ps4 hdmi sound no picture and you will see just how common it is. The fact of the matter isn't how old it is. It's asinine that you will have to pay to get it repaired when (if you do) you would search that exact term you will see you are at fault.
Final Business Response /* (4000, 9, 2015/07/31) */
July 31, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
The consumer is required to pay the out of warranty fee per PlayStation Terms of Service.
SCEA appreciates the opportunity to address this matter and considers the matter closed.
Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Final Consumer Response /* (4200, 11, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand it's out of warranty. What I don't understand is how you can be satisfied with supolying faulty hardware to your customers. We paid hundreds of dollars for something to last just a year. Own up to your mistake as Microsoft did with their red ring of light problem.

Complaint: [redacted]I am rejecting this response because: it is the same response as the initial response, which is to say, a lie. Sony did not contact me to provide a resolution. Sony barred my access from even contacting THEM to access a resolution. Then to state the complete opposite is completely unacceptable. Consumers should be aware of this kind of failure in customer service.Sincerely,[redacted]

June 15, [redacted]
 
 
Re:      Case No. [redacted]
Consumer: [redacted]
 
 
Thank you for contacting Sony Interactive Entertainment of America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].
 
SIEA will not be able to fulfill the consumer’s request.
 
June 23, [redacted]:  SIEA, LLC will not be able to provide a partial refund.
 
 
SIEA appreciates the opportunity to address this matter.
  
 
Please note that this response is not an admission or a waiver of any rights that SIEA may have at law or in equity, all of which are expressly reserved.
 
 
Consumer Services                                   
Sony Interactive Entertainment of America, LLCTell us why here...