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Timmo

No Refunds, You Idiot – The Sony Customer Service Thread

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I think the inarguably best thing that whole period gave us was @Timmo's "Internationally renowned idiot" tag, bestowed after someone from here posted about it on Neogaf and sent some of the folk there into fits of rage at the suggestion that accidental purchases should be eligible for refunds :lol:

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2 hours ago, Uncle Mike said:

I'm sure that will get a very positive response. 2013?!

 

Well it only took a minute out of my day. They can make it right if they want to, I don't really see what the date has to do with it.

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6 hours ago, Hamus said:

It sounds like for the majority of cases here Sony are doing a fine job?!

Who is this not at all suspicious poster?

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1 hour ago, Liamness said:

 

Well it only took a minute out of my day. They can make it right if they want to, I don't really see what the date has to do with it.

Statute of limitations .

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Well this isn't a legal question. Sony have the right to withold the refund, as they have in their T&Cs that all digital purchases are irrevocable, like pretty much every company with a digital distribution service. They all largely allow exceptions though, in the name of providing a good customer experience. As Sony were slow on the uptake, I'm just giving them another chance to grant an exception, according to their new guidelines. This is completely within their power to do.

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1 hour ago, Liamness said:

Sony have the right to withold the refund, as they have in their T&Cs that all digital purchases are irrevocable, like pretty much every company with a digital distribution service


This is changing though, Oculus as an example have a 2 hour playtime or 2 week ownership, in which you can refund automatically with no questions asked. I believe this is the same for Steam.

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I just went through the checkout process on Steam to test this, and you get this message:

 

Quote

By clicking the button below to proceed you agree that Valve provides you immediate access to digital content as soon as you complete your purchase, without waiting the 14-day withdrawal period. Therefore, you expressly waive your right to withdraw from this purchase.

 

That's what I was referring to. They all use roughly the same language, it's just that Sony used to take it a bit too literally.

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20 hours ago, Uncle Mike said:

It was two things in fairly quick succession, and as Pob says - right at the start of that major transition to digital purchasing being a big proportion - of the hack and some terrible customer service that would have crippled the PS4's online ambitions if the Bone had been more on-point at launch.


Ah yes, that was the kicker. Even if the digital purchases were made as part of a hack on Sony’s systems, you still had to pay. Absolutely ludicrous. 
 

I remember now I took my card details off PSN, making impulse purchases a rarity. 

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12 hours ago, Liamness said:

That's what I was referring to. They all use roughly the same language, it's just that Sony used to take it a bit too literally.

 

They use that language though to inform you of your rights under EU law. That is just informing you that your purchase means that you do not have the 14 day right of withdrawal for digital purchases as it is an exception. 

 

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

 

Steam are pretty explicit if you look up their returns policy though about what they will refund as are Oculus and Epic which have pretty much the same rule (14 days and no longer than 2 hours play). Origin are slightly different but are 14 days or 24 hours after you first launch the game.

 

MS aren't explicit but suggest that you aren't likely to get anything back after 14 days, although they don't confirm that you will get it back before that. They do at least give you a list of your purchases if you go on the website and click through to requesting a refund.

 

Sony still currently make no promise on a refund (although you do get 14 days if you haven't started to download it). Additionally you have to fill in the whole form yourself including the 12 digit purchase ID so it's not as streamlined as it could be.

 

Having a decent well advertised refund policy can actually be of benefit to a company I think. I've certainly bought games I wouldn't have otherwise because I knew that if I don't like them in 2 hours I can just get my money back. It's kind of like having a decent length demo.

 

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My mate just bought gta 5 and the witcher 3 for full price last week before they went on sale but when he contacted them, he got no joy. I tried to tell him as well because I know he is a MP gamer and I would have never suggested he buy the witcher but he watched the series and liked it but nope.

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