Hello all,
I've been enjoying sony a whole bunch up until this week. I recently went out and purchased a PS Vita so I could remote play it on my PS4. While following the steps it told me to activate my console as my primary which I could not and was confused because I only own one PS4 and never had any other playstation system (aside from an original playstation and a couple of psp's) so I went to use the deactivate all feature and it says that it was used in march, which I have no notification of doing and I have no reason to ever deactivate the only one I have? I've contacted support who linked me to the deactivate forum and the request was denied and the first possible reason is that it says "this feature has been used in the last 6 months" which is really odd, that's the reason i'm filling out the forum so why am I being denied? I'm filling out the form YOUR reps sent me because of this issue and its being denied for the same reason. Every time I ask for more information or someone I can talk to they link me to the same deaction forum in which I can't even briefly describe the situation because it's just input account info & serial then send.
Is this really how you want to be represented sony? this is among the worst customer service i've ever recieved. Just being told no, instead of giving me a reason? You obviously do not have email notifications warning you of deactivations (which would be a simple fix to this problem for most) and you don't include serial numbers on the account page so I can't even see what PS4 is connected to my account or if it's my serial number.
I'm going to insert both of the converstations I've had, which started out just fine but end with customer support just ending the chat.
Jose (August 6, 2016 at 12:55:47 PM PDT): Hello, My name is Jose how may I assist you today?
Me (August 6, 2016 at 12:56:48 PM PDT): Hello Jose! I actually have a few questions about activation/deactivation of primary ps4 - and choosing that option would not let me speak to a representative!
Jose (August 6, 2016 at 12:58:10 PM PDT): Hello Steven, sure tell me your questions, I will be glad to assist you.
Me (August 6, 2016 at 1:00:05 PM PDT): Thank you very much! A few days ago I had purchased a PS vita so that I could remote play from my PS4 and while following the steps to set it up I was unable to activate my ps4 as my primary because it said another one has already been activated. I do not own another PS4 and I have never given out my password (all though out of the blue like 4ish days ago I was promoted to change my
Me (August 6, 2016 at 1:00:08 PM PDT): password
Me (August 6, 2016 at 1:00:59 PM PDT): I spoke to a representative on the phone and they sent me a form which I filled out and got an email saying it was unable to process my request as well, so I'm kind of at a stand still at the moment
Jose (August 6, 2016 at 1:01:30 PM PDT): I totally understand you Steven, I will check this out for you.
Me (August 6, 2016 at 1:01:40 PM PDT): thank you very much!
Jose (August 6, 2016 at 1:07:05 PM PDT): Thank you so much for waiting, I already checked your account and it seems there was a console deactivation performed on 04/21/2016
, this action can only be performed once every 6 months, you can submit a request for a Specialist to deactivate your console.
You will be notified within 1 business day with a response.
Here is the link to the online request form:
http://us.playstation.com/deactivate
Jose (August 6, 2016 at 1:09:51 PM PDT): Are you still there?
Me (August 6, 2016 at 1:10:03 PM PDT): I've never deactivated my device nor received a notification of it being deactivated, I am aware that it is possible to do every six months because that is what I tried to do when I couldn't activate this on thursday. I filled out the form and it said it could not process
Me (August 6, 2016 at 1:10:16 PM PDT): and it said the 3 possible reasons were:
Me (August 6, 2016 at 1:10:56 PM PDT): 1) already used the feature (which is strange because the form is for people who can't use the feature) 2) couldn't validate psn 3) violation of the terms of service
Me (August 6, 2016 at 1:11:53 PM PDT): I can't think of any circumstances where it would be 2 or 3, but I'm confused as to why 1 is even on the list
Jose (August 6, 2016 at 1:13:25 PM PDT): I’m sorry, but our policy is to allow consoles to be deactivated via our website or web form once every six months. You used this feature on 04/21/2016, which means you aren’t eligible for web deactivation until [Y Date]. We are unable to break policy and grant an additional deactivation.
Me (August 6, 2016 at 1:14:44 PM PDT): I get that, but I have no notification of using the deactivation feature and on top of that no reason to deactivate my console as primary because I've only got one?
Jose (August 6, 2016 at 1:16:45 PM PDT): Unfortunately, it appears I am not able to assist you with your request today. I will be disconnecting this chat session. Thanks for contacting PlayStation.
and the next one shortly after
Moises (August 6, 2016 at 1:27:18 PM PDT): Hello, My name is Moises how may I assist you today?
Me (August 6, 2016 at 1:28:12 PM PDT): Hello Moises, I was just chatting with a representative earlier who was unable to help me and when I was asking for more information they instead disconnected the chat
Moises (August 6, 2016 at 1:29:19 PM PDT): Hi Steven!
Moises (August 6, 2016 at 1:29:38 PM PDT): I am so sorry for the inconveniences you are facing, but don't worry I am here to help you.
Moises (August 6, 2016 at 1:29:48 PM PDT): Please tell me what I can do for you today?
Me (August 6, 2016 at 1:31:52 PM PDT): I know this is a common issue among ps4 users, but it has to do with activation/deactivation of ps4's. I am aware of the policy that only allows you to reset all devices every six months (I discovered this because I purchased a vita on thursday for remote play and could not set it up) anyways, I was just asking for more information on the situation
Moises (August 6, 2016 at 1:32:07 PM PDT): I'm so sorry to know you are having an issue deactivating your systems. I understand how important this can be for you Steven, but don't worry about it we're going to take a look into this right now. I would be happy to help you with that today. I can't do it for you, but you can follow this link for step-by-step instructions on how you can deactivate game content yourself using the following instructional link:
https://support.us.playstation.com/articles/en_US/KC_Article/Deactivate-Consoles-Via-PC-Website
Or, you can submit a request for a Specialist to deactivate your console.
You will be notified within 1 business day with a response.
Here is the link to the online request form:
http://us.playstation.com/deactivate
Moises (August 6, 2016 at 1:32:08 PM PDT): If you can’t perform the self-service deactivation from the first link, you will need to use the second link: ( http://us.playstation.com/deactivate ) and fill the online request form where you will need to type the serial number of the console you currently own. The request is processed within 1 business day and you will be notified via email once completed.
Keep in mind, by doing this all devices associated to the account will be deactivated.
Moises (August 6, 2016 at 1:32:12 PM PDT): Is there anything else I can assist you with today?
Me (August 6, 2016 at 1:33:10 PM PDT): I filled out the request form but it said it could not process and one of the reasons was because the feature was used recently (but that is what the form is for)
Me (August 6, 2016 at 1:33:40 PM PDT): I'm just at a loss because i've only owned one playstation 4 so I don't know how another could possibly be my primary
Me (August 6, 2016 at 1:34:35 PM PDT): I've never given out my password, but it did prompt me to change it about 4 days ago (but the rep said that my console was deactivated in march so it doesn't really add up)
Moises (August 6, 2016 at 1:34:38 PM PDT): You can submit a request for a Specialist to deactivate your console they will research about all this situation.
You will be notified within 1 business day with a response.
Here is the link to the online request form:
http://us.playstation.com/deactivate
Moises (August 6, 2016 at 1:34:43 PM PDT): Besides this Is there anything else I can assist you with today?
Me (August 6, 2016 at 1:35:06 PM PDT): I've already submitted my forum, that's why I am speaking to live chat!
Me (August 6, 2016 at 1:35:46 PM PDT): I've no notifications of that deactivation and no reason to ever deactivate my ps4, so I'm looking for more information
Moises (August 6, 2016 at 1:36:26 PM PDT): I am so sorry Steven, but there's no way to deactivate systems over the chat or phone we don't handle with this due to policies of the company both options above are the unique ones so in this case you have to follow the steps given by the specialist.
Me (August 6, 2016 at 1:37:05 PM PDT): I was not given any steps by the specialist, nor was I able to explain my situation, just a form that does not allow me to say anything
Me (August 6, 2016 at 1:37:39 PM PDT): if there is a number or an email that I should call, I will gladly call it.
Moises (August 6, 2016 at 1:38:09 PM PDT): You will have to wait the 6 policies months to deactivate your systems it was the instructions given by the specialist.
Moises (August 6, 2016 at 1:38:21 PM PDT): http://us.playstation.com/deactivate
Me (August 6, 2016 at 1:38:29 PM PDT): that's not even what happened, it just said it could not process
Moises (August 6, 2016 at 1:38:31 PM PDT): It the only way to be on touch with them.
Me (August 6, 2016 at 1:39:51 PM PDT): I understand you have a policy, I just need to be pointed in the direction to where I can speak with someone who can give me more information. I've purchased numerous products from sony and I should not be locked out of things that I've purchased
Me (August 6, 2016 at 1:40:09 PM PDT): especially with an issue that is not as black and white as this policy
Moises (August 6, 2016 at 1:40:38 PM PDT): There's no other department on duty about deactivation you can explain to the especilsit about the situation you are facing through the form.
Moises (August 6, 2016 at 1:40:47 PM PDT): Have a Great Day. Thanks for chatting with us!