Sony Computer Entertainment America LLC

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 their request 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 / [redacted] (1000, 5, 2015/06/26) */ July 26, Re: Case NoXXXXXXXX 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 and this matter has been resolved 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 / [redacted] (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Sony sent me my game voucher code over a month after they should have, they failed to compensate me for all the time I have lost on this matterAs stated in my complaint, I had called Sony 4-times about receiving this code, the first four times I was put on hold for about 15-minutesThe last time I called, I waited for minutes to speak to a representativeAll I want is for Sony to recognize their extremely poor customer service and to make it right with someone who has been a Sony customer for over ten yearsWhether this be a credit to their online play station store or a letter of apology, is up to themI want to hear Sony recognize their shortcomings in customer service and apologize to a customer who has invested thousands of dollars in Sony merchandiseLarge corporations should be held accountable for their actions, and Sony is no differentSimply doing "just enough" is no way to treat loyal customers who have wasted hours of their time, when it should have never been necessary Final Business Response / [redacted] (4000, 9, 2015/07/01) */ July 1, Re: Case NoXXXXXXXX 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 and this matter has been resolved 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

September 30, 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 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 / [redacted] (1000, 5, 2015/11/03) */ October 30, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX Mr [redacted] 's PlayStation is covered under a one year warrantyI have validated his proof of purchaseAn Advanced Service Box is ordered and will be in route to recover his PlayStation and service Most PlayStation 4s are repaired not exchanged; however, our service center reserves the right to exchange with a recertified PlayStation We will not provide any additional compensation 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 Business Response / [redacted] (1000, 5, 2015/07/02) */ July 2, Re: Case NoXXXXXXXX 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 4, 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 The ban will remain 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 / [redacted] (1000, 7, 2015/12/21) */ December 21, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX 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

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ May 18, Re: Case NoXXXXXXXX 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 / [redacted] (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 complaintRecieved voicemail from employee with number for a call backNumber provided did not work and I was unable to leave a voicemail Several days later received another call from customer serviceEmployee tried troubleshoot system the exact same way the other employees didNothing new was gained from this call I explained the system is only a year and a half old and doesn't get much useMany others have similar issues with launch consolesThese systems should be fixed or replaiced by SCEAThey would only offer to fix system for $and offer only a month warrantyThat's simply not good enough I own every Playstation game console, three Bravia tv's, and Sony surround soundSony makes excellent products that I recommendIt's unfortunate one poorly made product has ruined that trust in the companySituation was made worse by the response from SCEA I had an original launch PSThat system broke after five years because of the infamous "Yellow Light of Death" problemI had it repaired and it broke after four monthsThat console was used heavily so I accepted it breaking without complaintFive years of heavy use then breaking is forgivable and understandableOne 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 / [redacted] (4000, 9, 2015/05/27) */ May 27, Re: Case NoXXXXXXXX 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 feeThe consumer declined our resolutionWe 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

Complaint: [redacted] I am rejecting this response because of two reasons:1) I believe that a past exception is irrelevant in this case because the reason why I was charged is due to an error at the fault of the Sony PS4; incorrectly showing me that auto-renew was disabledBecause of this, I do not think the responsibility of charges is mine2) Additionally, there is no mention of a "one time exception" to refund status on Sony's site, which details the conditions of a subscription service here: see link below under "Subscription Services" and I have additionally quoted the section belowNote that not only does it mention that you can refund a subscription service within days, it even details that it can be refunded "pro-rated" and goes on to mention Playstation Plus specifically under thatNowhere here does it say anything about each user being allowed one refund per customerAnd I do think this is very unfair to their consumers.https://www.playstation.com/en-gb/get-help/help-library/store---transa...⇄ on April 26, 2017: "Subscriptions" "You can cancel your purchase of a subscription service and request a refund to your PSN Wallet within days from the initial transaction date, even after you start using the subscriptionThe refund will be reduced pro-rata for the period during which you used itThis may show as two transactions in your account transaction history: a refund to your wallet of the full amount originally paid and then a debit of a charge for the period of the service you receivedIf you take advantage of a free trial when you sign up to a service, the day cancellation period will commence on the day we accept your order of the free trial and the duration of the free trial will be included in the day periodFor example, you sign up for a free trial which lasts days and your wallet is debited for the subscription at the end of the trial, you will have days after your wallet was debited to cancelNote: When you purchase a subscription service such as PlayStation®Plus, you agree to a rolling subscription with periodic billing (e.gannual billing)You can stop making payments at any time by turning off [Auto-renewal] (click here for more information) but, beyond the initial day cancellation period, you will not receive a refund for payments already madeWhen you turn off [Auto-renewal], your subscription will continue until the next payment is due, at which point it will end." Sincerely, [redacted]

April 26, 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

May 31, [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 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

April 28, 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 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 / [redacted] (1000, 5, 2015/07/09) */ July 9, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX SCEA has made various attempts to contact the consumer however; SCEA was unable to reach themSCEA will continue to reach out to them, and at this point in time we are unable to reach a resolution regarding 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 / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They Have Not Tryed To Help Me With This I Have Not Got No Emails From Sony And they Will Not Help Me With ThisI Have Not Got Any Calls Or Emails From Sony Please Help Me With ThisThank You Final Consumer Response / [redacted] (3000, 12, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes They Did Send Me The Game Out And Got It Today By Fedex And The Game And Case Is Damanged But Package It Was In Don't Look Damanged So Please Tell Me What To Do Please Help Me With ThisThank You Final Business Response / [redacted] (4000, 14, 2015/07/22) */ July 22, Re: Case NoXXXXXXXX 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 and this matter has been resolved 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 Business Response / [redacted] (1000, 5, 2015/11/09) */ November 9, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX Evidence of biologic infestations are immediately identified and returned without service to prevent contamination of our service facilityOur PlayStation certified technicians are qualified and provided the autonomy to determine qualification for service as outlined in the terms of serviceInfested PlayStations are disqualified from future 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they can't repair the defected product at least replaced it with a new replacement product for the customer under the new product warrantyReplying with avoiding answer is lame and unfair for anyone Final Business Response / [redacted] (4000, 9, 2015/11/24) */ November 24, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX SCEA, LLC stands behind the original statement 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 Final Consumer Response / [redacted] (4200, 11, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfair statement or decisionAvoidance problem answers and not even trying to help or honor warrantiesPoor customer servicesDishonest business will led no customers

Initial Business Response / [redacted] (1000, 7, 2015/10/08) */ October 8, Re: Case NoXXXXXXXX Consumer: [redacted] L [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX SCEA appreciates Mr [redacted] 's feedback regarding our service policyWhen appropriate the agents will be coached to improve the experience with our other consumers 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 / [redacted] (2000, 9, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[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 has contacted the consumer and are working on 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

December 1, 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 a warning is provided that the membership would renew November 2, 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, LLCTell us why here

March 30, 2016Re: Case No [redacted] Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted] .I spoke to the consumer and addressed her concerns regarding our service policyPlease 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 ServicesSony Computer Entertainment America, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ August 26, Re: Case NoXXXXXXXX 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 / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[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 has contacted the consumer and are working on a resolution May 8, 2017: SIEA offered to meet the consumer half way with an accommodation She declined the offer There is no evidence to substantiate her claim and we are doing this in good faith May 16, 2017: The consumer missed the cut off date to redeem the voucher SIEA offered a goodwill gesture which she declined and asked for three times more than was offered We will not be able to honor her request 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