Popular Post Happy Posted February 9, 2016 Popular Post Share Posted February 9, 2016 (edited) Hello Ladies and Gentlemen, While we certainly have no shortage of rants about the Playstation support service, i feel a strong urge to join the fun and tell the tale of my amazing experience with them for the last week. It all started last week, when i found out that my (only) PS4 was not registered as my primary console when trying to play Helldivers offline (n-not to auto-farm kills or anything). Fair enough i say, i don't think i ever did that. So i navigate my my way through the menu and try to correct the wrongs of the past. Only to be met with a message "You already have another PS4 activated as your primary console. Deactivate that console first.". Weird indeed, seeing as i have never owned another PS4 in my life. I fear for the worst, that my account may have been compromised. I search the internet and find out the following: That the only way to right this wrong is to deactivate all my consoles through Sonys website. Upon trying this, the website tells me that somebody was kind enough to already do that for me in the near past and this process can only be done every 6 months. My fear of my account having been hacked made worse, i turn to the means of e-mail to contact customer support. Fun thing is, i never got an answer. I wait for 7 days before deciding to try calling them instead. This is where i meet my new best friend, the customer support guy. Let's call him Frank (i don't actually remember his name). I tell Frank what the problem is all about, he asks me if i have contacted customer support before. I tell him about the unanswered e-mail, to be met with a snarky reply about how Sony answers all mail within 3 days max. Frank is a man of honor you see. He takes great pride in being part of the best customer support in the galaxy and won't have me badmouth it. He then leaves the phone for a minute leaving me to listen to some sick jams in the meantime. As he returns to the phone, he tells me that my mail wasn't answered because of an error with their computers. That's fine, Frank. We all make mistakes, but friends like you and me, we forgive each other. So i ask my buddy Frank what's with my account. Frank tells me that somebody did indeed set another PS4 as my primary on January 13th. He asks me if i ever gave my account data to anybody but myself. I tell him the truth, that i have never and will never done so. Frank says that he doesn't see any signs of my account being hacked. Frank doesn't think that the fact that somebody accessed my account despite myself never giving out the information to anybody else counts as proof of a hack. He accuses me of lying to him. That's cool Frank, we barely know each other for five minutes. I wouldn't trust a guy i've known for five minutes either. So i let Frank know that in December 2015, somebody hacked into my email account. My PSN being compromised 1 month later seems like little too much of a coincidence. Frank agrees, that person must have gotten to my PSN data that way somehow. So we're cool, Frank and me. We have proven that my account has been illegally compromised. Now all that's left is for my buddy Frank to kick that bad man out by deactivating all my consoles, i already changed the password myself. Frank says no. You see, according to Frank and Sony this my my own fault. Frank knows that hacking into any form of account is really easy to do and this would never have happened if i had only been more careful. Also he still doesn't know if i might have just handed out my account information in exchange for some heroin. He says that somebody stealing all my account data doesn't count as a hack. Frank knows that all of this is really my fault for not being careful enough(?) with my information. He tells me that i'll be able to deactivate the consoles myself 6 months from the last reset, that being July 14th. Frank hangs up the phone, leaving me with another person illegally logged into my account for the next 5 months. I fucking love Frank. Day 2 Encouraged by your kind words, i've mustered up the courage to call Playstation support once again. Once again, i am greeted by a man, who i'll refer to as Steven for the sake of simplicity (His name totally wasn't Steven though). I tell Steven my situation, that i fear that my account has been hacked into and that i'd like to request my consoles to be deactivated. I also tell him that i've called customer support before and explain how things went. Now the story Steven tells me is a little different than what i heard from Frank. Steven says that he doesn't have the power to deactivate my consoles himself, only an admin can do that. That's different. Steven does tell me that he understands my situation and gives me an internal email address that i can write to to speed up the process. He tells my to write to that address, explain my situation and send a proof of my identity along with it, something like a photo of my identity card. He can't speak for another man but he has faith that i have a good chance. I say thanks buddy and Steven asks me to answer three automated questions about my experience with Playstation support for him. Frank didn't ask me for that, i wonder why. The questions were as follows: 1. Would you recommend Playstation to a family member or friend? Rate on a scale of 0-9. Well, i am still pretty salty about what happened between us yesterday Playstation, but you do have some nice games here and there so i guess you're ok. I say 5. 2. How easy did you find getting help from our customer support service? Rate on a scale of 0-9. I called twice, got helped once. That's a 50% success rate, so a 5 it is again. 3. Could our customer support help you today? Say yes or no. I'd say my bro Steven could indeed help me out today, so that's a yes. So that's the situation now, i'm off to send that mail to Sony and i'm looking forward to seeing what an admin has to say about my problem. I'll update here once again once i get my answer. Day 3 I got my answer. I appears my mail got directed to an admin called Angelina (actually her name this time). Angelina (artists impression) Angelina fixed all my stuff no problem. I checked my PS4, everything's working as it's supposed to. Thanks Angelina. Edited February 11, 2016 by Happy 41 Link to comment Share on other sites More sharing options...
StrickenBiged Posted February 9, 2016 Share Posted February 9, 2016 I hate to read stories like this. Crappy customer service sucks, and is only worse when the company doesn't trust their own customers. Can you escalate it? 1 Link to comment Share on other sites More sharing options...
Happy Posted February 9, 2016 Author Share Posted February 9, 2016 Can you escalate it? I suppose i could either sue Sony or keep calling them until i reach somebody nicer than Frank. As somebody who studies this field of law it's unlikely that i'd win in court since Sony reserves the right to not do shit when i ask them for help. Continuing to call them could result in them getting so pissed at me that they just delete my account so i don't feel like risking that. 1 Link to comment Share on other sites More sharing options...
harsly Posted February 9, 2016 Share Posted February 9, 2016 Sony makes me so mad sometimes. Their customer service is complete shit, and if you escalate the case, they just delete your account. Which isn't worth doing if you have digital games. Link to comment Share on other sites More sharing options...
Popular Post Nitroman65 Posted February 9, 2016 Popular Post Share Posted February 9, 2016 I dont see Matt Damon you lied to me . 6 Link to comment Share on other sites More sharing options...
SuffyZorugelion Posted February 9, 2016 Share Posted February 9, 2016 Wow, that SUCKS! I hope you can somehow recover your account! Link to comment Share on other sites More sharing options...
DamagingRob Posted February 9, 2016 Share Posted February 9, 2016 Well.. at least I haven't had anything that bad happen with mine. Considering how well my own complaints to customer service have gone, though, I'm not too surprised. Hope it all gets straightened out.. in 5 months. 1 Link to comment Share on other sites More sharing options...
Popular Post DrBloodmoney Posted February 9, 2016 Popular Post Share Posted February 9, 2016 The main thing you should do is create a new profile and make your PS4 the primary one for that new account. Use the new account to buy all your games - that way you will be able to play them on your old account (because it shares the console) but your mystery-hacker will not be able to. The odds are that this nefarious person has added a bunh of hacked accounts to his/her console, because anything you buy on your account he will be able to play on his account because his console is your primary. If he/she (who am i kidding, probably he) never seems to be getting any games via your account, odds are he will end up deleting it eventually... Maybe....? 6 Link to comment Share on other sites More sharing options...
StrickenBiged Posted February 9, 2016 Share Posted February 9, 2016 I suppose i could either sue Sony or keep calling them until i reach somebody nicer than Frank. As somebody who studies this field of law it's unlikely that i'd win in court since Sony reserves the right to not do shit when i ask them for help. Continuing to call them could result in them getting so pissed at me that they just delete my account so i don't feel like risking that. I meant escalate it according to their processes. I wouldn't want to risk my account either! And yeah, unfortunately, their membership - their rules. I've had better experience with their support myself, although it's only ever been minor shit like a game being up for a few hours at the wrong price. Going outside the rules can sometimes work though. There was that one time that Sony was on Watchdog - a consumer rights TV show - here in the UK. The feature was about how victims of a hack were not refunded for the money that the hacker spent while logged in to their account. In that case, Sony acknowledged that it was hacked when they dealt with the customer but still said "sorry, but fuck you" until the show threatened to give them bad press. They then "reviewed his case" and gave him a refund. Not saying you should try to do that necessarily, as they could react by deleting your account if you got threatening... Link to comment Share on other sites More sharing options...
damon8r351 Posted February 9, 2016 Share Posted February 9, 2016 (edited) Yeah, that sucks real bad. That's why you don't leave your date of birth hanging out in public view because if someone gets into your email like that, they can use that and your email address to get your PSN by the digital balls. Surprised they didn't switch your password and really fuck you over. Anyways, cheer up with this moment of levity: Edited February 9, 2016 by damon8r351 3 Link to comment Share on other sites More sharing options...
ShadowStar83x Posted February 9, 2016 Share Posted February 9, 2016 Sucks that happened, but your topic title made me laugh. 1 Link to comment Share on other sites More sharing options...
Lance_87 Posted February 9, 2016 Share Posted February 9, 2016 Sony makes me so mad sometimes. Their customer service is complete shit, and if you escalate the case, they just delete your account. Which isn't worth doing if you have digital games. ... this has to be the biggest pile of bull crap i've heard this year. And it's only February! Anyway, i had a similar (activations-related, but no hacking) issue back in 2014. My fat PS3 died, so i bought a new one... well i couldn't deactivate the old one, even from the Sony site. I didn't use the "6 months" feature before, yet the site told me that i used it. However my account wasn't compromised. After a couple of phone calls, and after giving all my account informations (including serials for both PS3s) they reset the activations before the 6 months. The dumbest moment was when, a couple of months earlier/later, one of my PS3 digital titles disappeared from my account, and before i could manage to get it back, i was asked to restore my PS4 to factory settings. 1 Link to comment Share on other sites More sharing options...
TheYuriG Posted February 9, 2016 Share Posted February 9, 2016 (edited) This is one of those moments where i should be sad and comprehensive about another human being but i can't do so because I'm laughing my ass off his story. Sad story, good writing, have my upvote like, OP. Edited February 9, 2016 by TheYuriG Link to comment Share on other sites More sharing options...
Happy Posted February 9, 2016 Author Share Posted February 9, 2016 ... this has to be the biggest pile of bull crap i've heard this year. And it's only February! Anyway, i had a similar (activations-related, but no hacking) issue back in 2014. My fat PS3 died, so i bought a new one... well i couldn't deactivate the old one, even from the Sony site. I didn't use the "6 months" feature before, yet the site told me that i used it. However my account wasn't compromised. After a couple of phone calls, and after giving all my account informations (including serials for both PS3s) they reset the activations before the 6 months. The dumbest moment was when, a couple of months earlier/later, one of my PS3 digital titles disappeared from my account, and before i could manage to get it back, i was asked to restore my PS4 to factory settings. I actually read a whole lot of stories like that online during my research. There's a massive amount of people reporting that they can't use the reset despite never using it and i'm having trouble believing that all these accounts were hacked. Add onto that that the person allegedly logged into my account never did anything with it, even though i had a decent sum of money on it for some time now and i'm not really sold that my account was compromised in the first place. Maybe it's all some weird technical error on Sonys side, they already had technical issues when i contacted them. 1 Link to comment Share on other sites More sharing options...
MMDE Posted February 9, 2016 Share Posted February 9, 2016 To be honest, that other guy won't access your account anymore if you changed the pw! Maybe it's all some weird technical error on Sonys side, they already had technical issues when i contacted them. This is the funny part I think! Link to comment Share on other sites More sharing options...
Happy Posted February 9, 2016 Author Share Posted February 9, 2016 To be honest, that other guy won't access your account anymore if you changed the pw! It honestly wouldn't even bother me if he did. He put in the work and it doesn't affect me so he may as well. It only bothers me that Sony knows about it and has made the active decision to not care. 1 Link to comment Share on other sites More sharing options...
Volonur- Posted February 9, 2016 Share Posted February 9, 2016 (edited) I suppose i could either sue Sony or keep calling them until i reach somebody nicer than Frank. As somebody who studies this field of law it's unlikely that i'd win in court since Sony reserves the right to not do shit when i ask them for help. Continuing to call them could result in them getting so pissed at me that they just delete my account so i don't feel like risking that. I dont think its legal to delete an account despite all their EULA parts concerning reserved rights of doing anything they want to, its not a signed piece of paper so EULA can be easily avoided in court. Have you consulted a lawyer regarding Sony deleting your account? I dont see how you could lose this case if it gets to court hearing. So basically escalation to a point of account deletion will bring you an easy sue option. Edited February 9, 2016 by Last2Night Link to comment Share on other sites More sharing options...
Wikkibur Posted February 9, 2016 Share Posted February 9, 2016 I hate to read stories like this. Crappy customer service sucks, and is only worse when the company doesn't trust their own customers. Can you escalate it? Sounds normal. Link to comment Share on other sites More sharing options...
Happy Posted February 9, 2016 Author Share Posted February 9, 2016 I dont think its legal to delete an account despite all their EULA parts concerning reserved rights of doing anything they want to, its not a signed piece of paper so EULA can be easily avoided in court. Have you consulted a lawyer regarding Sony deleting your account? I dont see how you could lose this case if it gets to court hearing. So basically escalation to a point of account deletion will bring you an easy sue option. The problem isn't that their rules say "we don't have to do shit", but rather that there's no legal basis for my claim to fix my account. The only potential basis for that could be a wide interpretation of their rules, arguing that customer support didn't actually try to help me but that's going really far out there. Basically i can't sue anybody if they didn't hurt my rights and there's nothing that gives me any absolute right for my devices to be deactivated so Sony didn't technically hurt me. Again i could reach really far out and argue that the guy that hacked into my account illegally represented myself and Sony has to reverse the actions he's taken as he did it illegally. But that's really risky and this matter still isn't really big enough for me to go to court over it. Link to comment Share on other sites More sharing options...
effdeegee Posted February 9, 2016 Share Posted February 9, 2016 (edited) Using Matt Damon's name to increase the potential appeal for your complaining is not only misleading and illegal, but super lame. Edited February 9, 2016 by effdeegee Link to comment Share on other sites More sharing options...
Lance_87 Posted February 9, 2016 Share Posted February 9, 2016 Using Matt Damon's name to increase the potential appeal for your complaining is not only misleading and illegal, but super lame. What's with this stupid Matt Damon meme? Link to comment Share on other sites More sharing options...
DaivRules Posted February 9, 2016 Share Posted February 9, 2016 This were so much better in the NES days when this shit never happened... 3 Link to comment Share on other sites More sharing options...
Happy Posted February 9, 2016 Author Share Posted February 9, 2016 Using Matt Damon's name to increase the potential appeal for your complaining is not only misleading and illegal, but super lame. By Sony logic it's not illegal unless you can 100% prove that Matt Damon wasn't involved, so i'm safe don't worry. Link to comment Share on other sites More sharing options...
DaivRules Posted February 9, 2016 Share Posted February 9, 2016 What's with this stupid Matt Damon meme? The title at the top of the topic??? 34889-sonys-amazing-support-a-story-of-love-and-betrayal-starring-matt-damon/ Link to comment Share on other sites More sharing options...
Volonur- Posted February 9, 2016 Share Posted February 9, 2016 The problem isn't that their rules say "we don't have to do shit", but rather that there's no legal basis for my claim to fix my account. The only potential basis for that could be a wide interpretation of their rules, arguing that customer support didn't actually try to help me but that's going really far out there. Basically i can't sue anybody if they didn't hurt my rights and there's nothing that gives me any absolute right for my devices to be deactivated so Sony didn't technically hurt me. Again i could reach really far out and argue that the guy that hacked into my account illegally represented myself and Sony has to reverse the actions he's taken as he did it illegally. But that's really risky and this matter still isn't really big enough for me to go to court over it. Im not talking about your current issue which i find somewhat unsolvable by Sony, you've been hacked and thats not their fault dont you agree? Yes they could have went that extra yard towards you and reset the deactivation time, but they didnt have to and didnt or should i say Frank didnt, however thats not illegal. In fact i responded on your statement that further attempts on resolving the issue could get your account deleted removing your ownership from all digital content you paid for and that is 100% a sue case, my friend. Thats what i responded on, my apologies if i didnt make it clear enough. Link to comment Share on other sites More sharing options...
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