When “for your protection” becomes ridiculous …


Sony Entertainment, you make great electronics.  Now start putting that quality assurance into your customer service for a change!

Recently, having lost access to a Playstation 3 in my separation from my wife, I found myself purchasing a brand new console.  Included in the console is a code, and a promise of access to their Playstation Plus service, free for 30 days.  To sign up for said service, you need a valid credit card.  Luckily I have one, from the National Bank.

But wait, says Sony.  The National Bank of Canada doesn’t use the Address Verification System, so it’s not a valid card.  At least, not according to Sony.  With recent PR hurdles surrounding their network being hacked (additional link)(link here too)(and here), having an extra tight layer of security makes sense, but to the extent that you invalidate entire credit card providers?

They aren’t even covering it up.  It’s almost like they’re proud that their system is broken.  They clearly state several times on their website that card providers who don’t use the same system are considered invalid.

But, they seem to say, surely this won’t upset a whole bucket-load of consumers of our product, right?  Guess again, Sony.  There are several forum threads dedicated to this issue, and the steps (usually wrong) on how to get around it.

When I spoke to Sony‘s Customer Service about the issue, they were horrifically unapologetic, and completely unwilling to work out a resolution to the issue, despite openly admitting that it was entirely their fault.  They simply adopted the “too bad, so sad” approach.

Way to go, Sony.  In the language of the people who play your games together online, this whole situation is one epic fail.

Adam Wemp is an Advertising and Marketing Communications student at St. Lawrence College

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