Sony Computer Entertainment America LLC

October 7, 2016Re: Case No. [redacted]Consumer: [redacted]Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].Evidence of biologic infestations are immediately identified and returned without service to...

prevent contamination of our service facility.  Our PlayStation certified technicians are qualified and provided the autonomy to determine qualification for service as outlined in the terms of service.  Infested PlayStations are disqualified from future service.
 
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. [redacted]Consumer ServicesSony Interactive Entertainment America, LLC

Initial Business Response /* (1000, 5, 2015/12/28) */
December 28, 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.
As his PlayStation is out...

of warranty, a fee for service is due.
The out of warranty fee includes all shipping, and a box to recover the unit. All PlayStations are serviced using genuine certified PlayStation parts installed by qualified trained technicians.
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.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a boiler plate response that does not address the fact of a Known Issue with PS4 which results in the damaging of the console if there is a power outage. A known issue of this type should be handled by the company in good faith, as Microsoft did with the Xbox 360 Red-Ring issue, which was equally outside of the consumer's control.
There is also no promise that the known issue will be resolved going forward with the paid repairs, potentially resulting in another repair charge if the situation should occur again, which is totally outside of the consumer's control.
Given that this is a fault in the product, not a result of wear and tear, or the life-cycle of the product, and no warning was given by the company to consumers once it was known that this is a known issue, the responsibility lies with the manufacturer to make good on the damage.
Final Business Response /* (4000, 9, 2016/01/05) */
January 5, 2016
Re: Case No. XXXXXXXX
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
This is not a 'known issue' and PlayStation has not acknowledged a defect in defective materials or workmanship. Mr. [redacted]'s PlayStation is out of warranty and will require a fee for service.
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.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Final Consumer Response /* (4200, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clearly a known issue as the customer service rep specifically asked if thre was a power outage. When I told him "yes" he immediately said that I would have to have the console fixed for a fee. The specific question and immediate answer clearly shows this to be a known issue with the console and Sony is here acting both in bad faith and dishonestly. If their service reps know to specifically ask about an issue and know immediately that this requires service, then what else is it except a known issue?

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. Sincerely, Ryan [redacted]

March 5, 2018
 
 
Re:      Case No. [redacted]
Consumer: Brandy [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 are working on 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

September 30, 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 is working on a resolution.
 
October 13, 2016: SNEA, LLC asked the consumer to
 
Provide details of what content is missing.
 
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

September 27, 2016Re: Case No. [redacted]Consumer: [redacted]Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].I spoke to [redacted] and explained our service qualification policy:
Evidence of biologic...

infestations are immediately identified and returned without service to prevent contamination of our service facility.  Our PlayStation certified technicians are qualified and provided the autonomy to determine qualification for service as outlined in the terms of service.  Infested PlayStations are disqualified from future service.
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.
[redacted]Consumer ServicesSony Interactive Entertainment America, LLC

March 10, 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 has 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, LLCTell us why here...

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23, 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

[redacted]I am rejecting this response because: I have not been contacted again. Sony refused to resolve this when it was previously discussed. This is an outright lie.Sincerely,Carl [redacted]

April 16, 2018
 
 
Re:      Case No. [redacted]
Consumer: Kerrance [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 on the process.
 
 
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...

Complaint: [redacted]I am rejecting this response because:First off he leaves a name and no number so I can not call him back. Are you kidding? Secondly his reasoning to why I can not be issued a refund is bc I made purchases after. yes I did, I made them and I approved them. That night I did not approve 2 of those transactions. Sony gave me an error message and said purchases did not go thru and then I was charged. I get the coins were in account but I only meant to make 1 purchase NOT 3. It is NOT my fault sony gave me an error message.The whole thing is ridiculous and with CS like this I can see why most of my sons friends own an XBOX.Sincerely,Lisa [redacted]

May 30, [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 actually...

provided [redacted] a refund shortly after speaking with him.  After reviewing the Chat conversation we found that the agents were polite and professional with him.  However, [redacted] was not professional and used excessive profanity during the conversation. 
 
 
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

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
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 are sorry, but...

we cannot waive the service fee for Mr. [redacted]'s PlayStation 3. The fee for service includes FedEx shipping to recover his PlayStation; we use genuine certified PlayStation parts installed by qualified PlayStation technicians. We also cover the FedEx shipping back to him.
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, 10, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Am I surprised by Sony's response? No, considering everything that I had to go through to get Sony to reply to my concerns. I tried for several weeks to contact someone at Sony, and never heard back from anyone. It took me to file a complaint with the Revdex.com to finally hear back from someone. I was left a voicemail by [redacted] asking me to give him a call. I tried for two weeks, and left several messages for [redacted], and I never heard back from him. I had to send a follow-up to the Revdex.com letting them up that I had not received a call back. [redacted] finally called me back, and left me a message stating he went to his management to see if they would make an exception to wave the service fee. They repied that they cannot at this time, and can't give gratis service. I have never experienced such poor service from any company I have ever dealt with. I guess Sony feels that they are too big of a company to deal with a insignificant customer as myself. I will make sure that I share my experience with Sony, with my friends and relatives. This is what happens, when you become one of the largest electronic companies in the world. You stop caring about your customers , and all you think about are your profits. I realize that Sony would go out of business,if they agreed to repair or replace our playstation 3.
I will never by a Sony product again!
[redacted]
Final Business Response /* (4000, 12, 2016/01/14) */
January 14, 2016
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 regret Mr. [redacted]'s feedback regarding the denial of his Out of Warranty Fee waiver. SCEA strives to provide a value to our service: shipping is included; the PlayStation is serviced using genuine PlayStation parts installed and tested by qualified PlayStation technicians. SCEA maintains our original decision.
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.
[redacted]
Consumer Services
Sony Computer Entertainment America, LLC
Final Consumer Response /* (4200, 14, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
My final response to Sony. You are all about making the mighty buck, and not providing a quality product, and service to your customers.

Complaint: [redacted]I am rejecting this response because while it says that all sales are final, a pre-order is not a sale. According to the legal definition of "sale", an exchange of goods or services must take place [redacted] A pre-order is an purchase order, placed in advance of a release date. No goods or services have been exchanged.
Further, I would like to include US-region links for each of your competitors explaining how you can cancel a pre-order. In fact, Sony seems to be the only game distributor that refuses to do so.
[redacted] 
So not only is what SEIA doing questionable from a legal standpoint, it is blatantly anti-consumer.
Sincerely,[redacted]

July 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 appreciates the...

consumer’s feedback.
 
 
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

Initial Business Response /* (1000, 5, 2015/11/10) */
November 10, 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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 27, 2018
 
 
Re:      Case No. [redacted]
Consumer: Manny [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 gave further insight on the decision process.
 
 
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:
The response was inefficient. The refund was still denied stating that last year I requested a refund for the same reason. I reject this reasoning. I used no benefit of the service and requested a refund as soon as I noticed the charge. Sincerely,Brandon [redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
June 19, 2015
Re: Case No. XXXXXXXX
Consumer: [redacted]. [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX.
I confirmed SCEA Finance...

issued a credit today for 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.
Consumer Services
Sony Computer Entertainment America, LLC
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund given.

Complaint: [redacted]I am rejecting this response because:
Their solution was to do absolutely nothing!  They credited the most recent charge, but not the original charge (which was what they already did before I filed this complaint).  They claim that if I would have called earlier, they could have helped me with the original charge.  This is ridiculous!  I DID call them at least twice when I received the original charges.  I was placed on hold for at least 20 minutes both times, with no idea how much longer it was going to be and ended up hanging up before I got through.  When I received the most recent charges, I called again & was placed on hold for over 30 minutes before I got through to talk to anyone.  I'm sorry, but I don't have that kind of time to sit on hold for a customer service rep and it's ridiculous to expect customers to hold that long!  That service is completely unacceptable!  Sincerely,Grace [redacted]