Sony Computer Entertainment America LLC

March 24, 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 insight on the process 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, Re: Case No [redacted] Consumer: [redacted] Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted] I have left several messages for [redacted] to discuss his PlayStation service issue, but [redacted] has not returned my messages I invited [redacted] to call me to assist with replacing his receipt to qualify for in warranty service 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 9, Re: 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] Per his request, I emailed him instructions about how to prepare and use a USB Drive to back up PlayStation gamesave data 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

April 16, Re: Case No [redacted] Consumer: MARTIN [redacted] Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted] Per the tracking number provided, USPS delivered the parcel on April and received today for processing The replacement should be shipped within one to two business days 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 Martin [redacted] SIEA Consumer ServicesSony Interactive Entertainment America, LLC

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ December 1, 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 / [redacted] (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 researchingI 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 PSunitI did file a dispute with my credit card disputing that Sony charged me for services they did not perform Final Business Response / [redacted] (4000, 13, 2015/12/10) */ We actually did get a refund back to the consumer's credit card on 12/1/ Unfortunately, his console was returned without service because the service center found evidence of "bug infestation" when they opened the unit Final Consumer Response / [redacted] (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 pending credit card chargesI'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 meThat is very unprofessional especially when I paid to have the repair doneSony 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 it2- admit that they are at faultBy sending the unit back as unauthorizedSuch a small case compared to other cases that Sony has on fileI would of accepted the fact the unit was retuned and Sony couldn't repair itDone! But Sony sent the unit back as "unauthorized" lessened learned don't buy Sony productsHorrible customer service or lack of!!

Initial Business Response / [redacted] (1000, 7, 2015/10/21) */ October 21, 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 will 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

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 November 7, 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

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 October 13, 2016: SNEA, LLC asked the consumer to provide details of what content is missing October 18, 2016: The consumer should be able to go back and re-purchase both content 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 12, Re: Case No [redacted] Consumer: Amy [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

November 3, 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

Complaint: [redacted] I am rejecting this response because: The last message/responce I sent about my tv The issues I had mentioned about my tv in my last message/responce was BEFORE I hooked the PSVR up The issues with my tv was happening way before I had even purchased the PSVR, the issues with my tv still going on after I hooked the PSVR up I do understand HDR passthrough (from your 1st responce) on the PSVR box does not workPSVR (display) headset itself does not support 4k video and HDR formats On the side noteThis next part does not apply to meI don't even have a PSPro The PSVR processer box does support 4K video passthrough from the PSPro when the PSVR unit is turned offThis is the same link you left in the last messages [redacted] Don't forget the other issues I have with my tv are the light bleed, and bad ghosting/double images of 3D content Both of those issues alone has to be fix by a Sony Techin-house because its the hardware on the tv, not the software Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: All I want is an apology for being mislead by your companySince I first contacted your representatives all they've done is attempted to shift the blame to meThen I received a call from a representative who spoke to me and insisted the whole situation was my faultEvery single representative I spoke to was communicating in a belittling mannerIs that your customer service model? Push people to a breaking point and then say the consumer isn't complying to our harassment so we're clearly the good guysYour doing it stillYou refuse to apologize, you refuse to acknowledge that something on your online store could be construed as misleadingThousands of dollars spent on your company over the years and this is how they treat you Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX I contacted Mr [redacted] and discussed his experienceHe will receive his serviced PlayStation on 02/I will contact him to ensure his PlayStation is working properly 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

November 7, Re: 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 Mr [redacted] and ordered a replacement Dual Shock to be shipped to him 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

Complaint: [redacted] I am rejecting this response because:thelse responses are very unprofessional Looks like they found my purchases But I still don't have anyone contacting ME! I need avis to email me and a time for me to call him Plus it is sonys responsibility to find out what numbers they me NOT ME THE CUSTOMER! I had their customer service located my purchases already so we're past this point I want [redacted] or something for my purchases since sony won't let me download what I already bought!! Sony needs to stop contacting you and talk directly to Me! I need a time to call them and for them to compensate me for purchases that they said and admitted I already made! I'm not getting anything I need back to that I well deserve! Sincerely, [redacted] *

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ July 20, Re: Case NoXXXXXXXX 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 functionalityI forwarded his feedback to our Product Services group for visibilitySCEA 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 / [redacted] (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 fixedThe broken chat functionality has been an issue since the delivery of the PSto the publicThis is a broken feature, will this be fixed or not? I need some type of progress updateI spent way to much money on this product and still paying use it on their network and buy accessories for itI have been a loyal customer to the Playstation community since their first releasePlease do not close this matter, I would hate to leave the sony community if this is not addressed properly [redacted] R [redacted] R [redacted]

April 16, Re: Case No [redacted] Consumer: CARLOS [redacted] Thank you for contacting Sony Interactive Entertainment America, LLC (SIEA) regarding the above-reference Revdex.com case# [redacted] SIEA appreciates Carlos’ peripheral service feedback, however SIEA does not provide an advance shipping box or label The consumer is responsible for shipping the product to our service center for 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 Matthew [redacted] SIEA Consumer ServicesSony Interactive 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 meI would like to thank the Revdex.com for expediting this processI would also like to thank thr Sony repthat helped me get my account backI thank this representative for finally understanding what I was trying to sayIn any event, God bless and thanks!Sincerely, Theodore [redacted]

November 23, 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 / [redacted] (1000, 11, 2016/02/14) */ January 11, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX I provided the consumer with a reasonable replacement for his proof of purchase that would satisfy the service requirementAs long as he can show proof his controllers were purchased less than a year ago, they would qualify 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 Consumer Rebuttal / [redacted] (3000, 13, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought my system when it first released November and my controllers began malfunctioning the following summerI contacted Sony to discuss the issue amd was told I NEEDED receipt for a code that shows I purchased the products, let alone use the manufacturer warrentyI understand keeping a receipt for item bought but not for proof for warrentyAnd if thats the case it should be stated by either the store or by PLAYSTATIONI have called for over years trying to get this problem solved and its seems Playstation is not wanting to resolve the issue, insisting I need proofI paid for it I have had it since day one but thats not good enoughI am done trying, as a loyal customer of Playstation since the 90's this is a joke to be treated this way over controllers and greed Final Business Response / [redacted] (4000, 15, 2016/02/17) */ February 17, Re: Case NoXXXXXXXX Consumer: [redacted] Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# XXXXXXXX The service policy clearly states a proof of purchase is required for in warranty service The PlayStation Warranty and service policy is located here: http://cdn.us.playstation.com/pscomauth/groups/public/documents/webasset/ps4_dua...⇄ We do not service peripherals out of warrantyIf the consumer provide an acceptable proof of purchase he is disqualified for service We do not have a discount program for peripherals 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