the reason for my call was I was having trouble with my playstation console and wanted to send it in for service
when I bought my playstation 4 I attempted to purchase an extended warranty on PlayStation Store and for whatever reason it was unsuccessful although my card had been charged are called PlayStation support and it took a while but the problem was resolved over the phone and my extended warranty was granted
but because of the workaround that was performed over the phone everytime I call gamer Support it takes the agent a while to find the purchase of my warranty which is no problem and totally understandable I'm always patient with from agents per I have been one myself in the past
so this call was no different except after an approximate 4 minute hold the agent who was actually initially pleasant
came back to the phone and explain to me that the policy is that I provide receipt proof of purchase for my extended warranty my reply to the agent was that what she was telling me made no sense her I had received service boxes to previous times and there was no mentioning of what she was telling me now at that point I requested a member of management intervene on the call since I figured this is where she received this information over the course of the four minute hold.
I spoke with the manager whose name was Darrin. he started the call with a bad attitude and a poor tone of voice which is surprising coming from a manager he basically reiterated to me what the agent had said the agent's name was [Royon]
my responding question to him was does your system show any trace of me ever having an extended warranty he responded no.
I then expressed to him that my feelings were instead of him rolling up his sleeves and further investigating using the information that I provided at the top of the call which was to model numbers off the PlayStation console my gamer ID as well as my email address [*Edited*]
like previous agents have done he instead made a conscious decision to create his own policy and tell half truths. not to mention the fact that he was passing up a valuable training opportunity for the young agent of not only customer service but also possibly how to navigate the system should a simular call happen.
after receiving the earful his next question to me (with the same bad tone) was when did I purchase my system I informed him I pre ordered it the day before it was released he again repeated the question I was not sure what the release date was myself but figuring since he was at the company representing the company he could very well find out but I instead told him I would put him on hold and Google the date of release for PlayStation 4
his response was never mind please hold.
also before he put me on hold I mentioned that I would be filling the survey on this call and as well I took his name the agents name as well as the reference number
after about a three minute hold he returned with an improved attitude and more importantly he had magically retrieved my extended warranty information and informed me of the expectation moving forward in the process of satisfying my account
in conclusion I'm not sure what changes have been made at Sony but over the course of the last year and a half or so the level of customer service has changed noticeably in my opinion and unfortunately not for the better, be it the change of days of operation or just being rushed off the phone by agents. multiple times the service has not been as pleasant as I've come accustomed to with Sony thank you so much for letting me be heard.
Call/reference #*Edited*
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Removed Personal Info - Dr_Jack0716