PlayStation support policy is intentionally anti-consumer. I bought a game digitally from the PlayStation store, which then proceeded to crash or freeze any time I tried to advance past the main menu screen into a game mode. I went to support, and after being bounced around multiple departments that often expressed confusion as to why I was being transferred to them, none of their proposed fixes worked and they told me they couldn't provide me a refund since I'd already downloaded and played the game. I had downloaded the game, true, but I'd only "played" it by repeatedly trying to select features in the menu, which triggered crashes literally every single time. They said their policy is not to grant refunds to those who had already downloaded games to "keep things fair for everyone" but when I asked what exactly that meant, they couldn't explain how it was a fair policy when in my situation, I'd spent $80 on a broken game that they and the publisher couldn't help me fix. Instead they just told me to wait for an update/patch, and when the update/patch came, I still encountered the same crashes. Finally, after several extremely laborious suggestions to try and fix the issue, the agent I was speaking to told me there was "nothing they could do". Sony and PlayStation are big enough that they don't have to worry about providing actual customer service. Instead, they provide a sham customer service department with an anti-customer policy, because what do they care? They have my $80, and bots and re-sellers buy up every single PS5 instantly so they're making bank regardless. They'll maximize their profits by denying wronged customers resolution that any other company in any other industry would provide. If I went to a movie theater, paid $13 for a ticket, sat down, and the movie projected incorrectly, the theater manager wouldn't tell me to wait a couple weeks for a patch or update that *might* fix the problem. They'd just give me a refund because customer support is supposed to support the customer. But PlayStation doesn't care. In their view, if some idiot is stupid enough to buy a game digitally through the PlayStation store, they have that money forever. They give themselves the out of offering refunds if you haven't downloaded and installed the game, but as customers we don't know what we're buying won't work. I was condescended to, patronized, and shuffled around with no regard for my time, money, or experience, and it's honestly appalling and shameful that PlayStation tries to pass their customer support services off as legitimate because, at least in the refund department, they only exist to tell their customers to go fvck themselves. Also, when attempting to utilize their chat support feature, twice in a row the agent closed the chat instantly upon replying to my request, rendering me unable to view what they said, and when I tried to use the chat again it said I'd used it too much and would have to wait until tomorrow. The next day came and lo and behold, it still told me I'd used it too much and would have to wait until tomorrow. I've never experienced a customer support service and policies so intentionally built to oppose the customer.
