Jeremy Levin sent a message to Andrew House President and Group CEO, Sony Computer Entertainment, Inc. - email address that said:
Im writing to you on two issues: Playstation Now via Sony televisions and the poor customer service I received over the phone.
First, I strongly disagree with Sony Playstations decision to cease offering Playstation Now through Sonys televisions. The reason I purchased a Sony television in the first place - merely six months ago - was for this feature, and I put up with the television constantly dropping connections and the smart features freezing to maintain the Playstation Now use. Now I am left with a poor quality television that does not have the one feature that made it appealing in the first place.
Second, even though Sony decided to curtail our PS Now use, we still got charged for the monthly subscription. When I called to try to get this refunded, your customer service representative was brusque to the point of being outright rude in his refusal, and was giving non-answer answers to my query as to the reason Sony stopped offering PS Now via televisions. He seemed to have no interest in actually helping me as a customer - or even explaining why Sony he could/would not help. He just gave flat refusals and this is Sonys decision non-answers.
I was not thrilled with Sonys products in the first place; this experience has solidified my dislike for the company and pushed me rather firmly away from being a Sony customer again. In fact, I think I would go out of my way to recommend against purchasing Sony products based on this.
If you want to gain or retain customers, I strongly recommend you address your services - both in your offerings and your customer interactions.