This holiday season, I was sent a few download codes for some EA games on the Playstation 4. Of those 5 codes, one I didn't use (Live 14 went straight to the trash), two worked fine, and two did not work - one of which was the one I really wanted to play (Battlefield 4). It said that the code was expired, something contradictory to the expiration date on the back of the voucher (3/31/14).
Ah, the virtual code from the virtual marketplace, with...virtual customer service reps. Well, at the bottom of the vouchers, it says, "for assistance, go to www.us.playstation.com/support or contact SCE Consumer Services at 1-800-345-7669". I hate talking on the phone, so of course I went to the online support center first to find an email address. Luckily, they have a Live Chat option as well, so I did that first. Well, I tried to, anyway.
See, the option was greyed out and said, "Live Chat Support is not available at this time"...which was weird, considering that it was within what they said was their normal business hours. I tweeted Playstation Support about it, and they replied.
"Please keep the window open until it turns orange." The skeptic that I am, I opened the window while I was doing other things online for work. An hour and a half later, the icon never turned orange. Needless to say, I had already called the phone number on the back.
After a 25 minute wait, I talked to someone who talked to someone who talked to a manager who talked to someone, and was told "yeah, we've had a few people call about this." They said they couldn't do anything on the phone, but gave me an email address to send in what I had. This sounded weird, as even after I had told the guy on the phone that I didn't have a receipt because they were sent to me directly from Sony, he still told me to send in the receipt. I sent in the letter that Sony had sent with the codes instead. An automated response told me to wait 3-5 business days.
On the 5th business day, I got a reply...but with an answer I wasn't expecting.
A "Don K." got back to me, saying the following:
He's instructing me to head to the publisher?
Back to the drawing board, all for wanting to kill a few virtual soldiers. So I headed over to EA's website (yes, gaming's Devil incarnate), and found their online chat. After 30 minutes with a 'Jasmin', I was told that there's nothing they could do, and that Sony should have replaced it for me. I can't honestly say that I didn't expect this answer.
Once again, I go back to Sony. This time, their online support chat is working! But soft! After a bit on the line with 'Garrett H.', he tells me "EA automatically sends you to us because those codes are for the PSN, however you would need to talk to them to get those reissued." MORE RUNAROUND. After a while longer, he gives me another phone number to call. This time, I call the number while I'm still in the chat and tell him that the number he gave me isn't helping either, and the (actually very nice) man on the phone said that he would love to help me out, but that's not something that center deals with at all.
He starts digging around again, and basically has me email the same email address I had a week ago, with the same information that I had sent a week ago.
Why couldn't he done that in the first place? He probably just wanted to pass the buck to someone else...once again. Will I ever play Battlefield 4? I don't know. I honestly don't care very much anymore. I just wonder how getting someone to replace a 12 digit code is so difficult for a customer, and I really feel bad for anyone who has actually bought a code that didn't work - what a bitch it must be to try and have them replaced.