William sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. that said:
Hello, Mr. House. My name is William. I am sure that this is well beneath your position, but I do not know where else to turn. I am writing to you because the abysmal support I have received from the PSN support center has resulted in the loss of an entire year of prepaid PSN+; I cannot find anybody at the company who can, or rather will, help me. Over the past two days I have been put on hold for nearly an hour only to be hung up on. I have been outright accused of being fraudulent. I was accused of having multiple accounts (my family only owns one PS3). I was "asked" if I had given the code to anyone else. In the past I have been explicitly lied to - more than once (I am happy to discuss other events in another communication if you wish). To make matters worse, even after the pleasant and (seemingly) productive interactions the representatives are not adding notes for each contact into my history, which would have made everything I asserted easy to corroborate. Here is my situation. On February 29th, 2013, I purchased two 1-year PSN+ membership cards from GameStop because they were 50% off for Black Friday. When I got home, I entered both of the codes. One went through without issue, and the other had problems. I called support regarding the problem card on two different occasions. The first time, Nov 29, 2013, I was told to just wait a week and try the problem code again. The second time, Dec 09, 2013, I gave the code to the representative over the phone who said they entered it for me; they gave me the expiration date for my PSN+ membership to be Feb 18, 2016. I promptly entered it into my calendar so I would not miss it so far down the road. Every rep I have had contact with has stated that there are no records of my ever having called about this problem. I have the proof of purchase from GameStop (their rep was kind enough to send me a screenshot of the record in their system.) I have my phone records showing calls of length 46 minutes and 14 minutes on Nov 29 and Dec 9 respectively. What I do not have are the original cards I purchased; once they were entered and I was assured both were applied I believed I did not need them anymore. Without the card number, nobody in support will help me and they are instead treating me like a scammer. I am feeling angry, and very let down. I do not appreciate the way support has treated me, calling me a liar in so many words. All I want is the PSN+ time I provably paid for. I am happy to send the aforementioned records if desired. Thank you in advance for your attention to this.
Sincerely, William
PS. The problems with support appear to be systemic. My gamer friends, of which I have many, tend to favor the X-Box for exactly this reason. They have all found PlayStation support to be so horrible that it is actually acting to convert people way from Sony in favor of the competition. If I didn't loathe Microsoft so much (after years of supporting their PC platform garbage), I would probably be stepping into the same boat.
