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

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 disabled. Because of this, I do not think the responsibility of charges is mine. 2) 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 below. Note that not only does it mention that you can refund a subscription service within 14 days, it even details that it can be refunded "pro-rated" and goes on to mention Playstation Plus specifically under that. Nowhere here does it say anything about each user being allowed one refund per customer. And 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 14 days from the initial transaction date, even after you start using the subscription. The refund will be reduced pro-rata for the period during which you used it. This 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 received. If you take advantage of a free trial when you sign up to a service, the 14 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 14 day period. For example, you sign up for a free trial which lasts 7 days and your wallet is debited for the subscription at the end of the trial, you will have 7 days after your wallet was debited to cancel. Note: When you purchase a subscription service such as PlayStation®Plus, you agree to a rolling subscription with periodic billing (e.g. annual billing). You can stop making payments at any time by turning off [Auto-renewal] (click here for more information) but, beyond the initial 14 day cancellation period, you will not receive a refund for payments already made. When you turn off [Auto-renewal], your subscription will continue until the next payment is due, at which point it will end."
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Sincerely,[redacted]

October 17, 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 has contacted the consumer and provided further information regarding his IP address.
 
October 19, 2016:  SIEA, LLC appreciates the feedback.
 
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 Interactive Entertainment of America

April 30, 2018
 
 
Re:      Case No. [redacted]
Consumer: Theodore [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

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. [redacted] was very helpful and I appreciate his time and effort in this matter.Sincerely, [redacted]

November 3, 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 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, LLC

March 21, 2017
Re: Case No. [redacted]
 
Consumer:  [redacted]Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted].
 
SIEA appreciates [redacted] feedback regarding our service policy, but we maintain our decision. Per our service policy, we do not service controllers past the warranty expiry so we recommend [redacted] purchase a replacement.
 
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

December 1, 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 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, LLC

October 17, 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 due to the fact that the consumer has a history of violating the Terms of Service.
 
 
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, 5, 2015/06/30) */
June 30, 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 shipped him a...

replacement Dual Shock 4 per our normal service process.
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

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,
[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.
 
March 15, 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...

December 1, 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 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, LLC

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, [redacted]

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.
SCEA appreciates Mr....

[redacted] feedback regarding the chat functionality. I forwarded his feedback to our Product Services group for visibility. SCEA does not have information regarding when this functionality update will be addressed.
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, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response, I do not accept the response of SCEA.
This is unacceptable, the response provided has no solution or where about this issue will be fixed. The broken chat functionality has been an issue since the delivery of the PS4 to the public. This is a broken feature, will this be fixed or not? I need some type of progress update. I spent way to much money on this product and still paying use it on their network and buy accessories for it. I have been a loyal customer to the Playstation community since their first release. Please do not close this matter, I would hate to leave the sony community if this is not addressed properly.
[redacted] R [redacted]
[redacted] R [redacted]

[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
Sony Interactive Entertainment of America, LLC

Initial Business Response /* (1000, 5, 2015/12/01) */
December 1, 2015
Re: Case No. [redacted]
Consumer: [redacted]
Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].
SCEA, LLC contacted the...

consumer and are working on 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 /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has not yet resolved my complaint although they are researching. I still not heard back if they are going to issue a refund back to my credit card they charged due to non-servicing of my PS4 unit. I did file a dispute with my credit card disputing that Sony charged me for services they did not perform.
Final Business Response /* (4000, 13, 2015/12/10) */
We actually did get a refund back to the consumer's credit card on 12/1/2015.
Unfortunately, his console was returned without service because the service center found evidence of "bug infestation" when they opened the unit.
Final Consumer Response /* (4200, 15, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get everything, the credit, the bug thing but this still doesn't answer the question, Why was the unit returned as an "unauthorized repair". Sony couldn't even find my credit card payment and tried to get a second credit card then there were 2 pending credit card charges. I'm asking again, if I made the charge for service received a work repair number and the charge is posted on my credit card, in my eyes that is an ""authorized charge/repair". How can Sony send back a unit and tell the customer that this is an unauthorized repair and do not send back the unit or they will send it back and I would have to pay for the shipping back to me. That is very unprofessional especially when I paid to have the repair done. Sony is a big company and they cannot admit that 1- they couldn't find my credit card charge because I called a few times asking and no one could find it. 2- admit that they are at fault. By sending the unit back as unauthorized. Such a small case compared to other cases that Sony has on file. I would of accepted the fact the unit was retuned and Sony couldn't repair it. Done! But Sony sent the unit back as "unauthorized" lessened learned don't buy Sony products. Horrible customer service or lack of!!

Initial Business Response /* (1000, 5, 2015/09/28) */
September 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.
Except for a blutooth...

connectivity issue we are researching internally, the replacement we sent Mr. Eyster is functioning correctly.
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, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They replied to the wrong case.... I am not the consumer they listed, I never had bluetooth connectivity issues or received a replacement.
Final Business Response /* (4000, 11, 2015/10/24) */
October 21, 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 [redacted] not be able to fulfill the consumer's request.
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

April 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, LLC

Consumer:[redacted]Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted]
 
I spoke to Edwin and replaced his Dual Shock 4 controller.   
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.
 
Matthew CunninghamConsumer ServicesSony Interactive Entertainment America, LLC