Let me preface this by apologizing for the length of this post. there are numerous details to it, and I want to make sure to list as many of them as I can.
On 01/25/17 I pre-ordered FFXIV: Stormblood Collectors Edition. I did so by adding $70 in PSN credit to my account, which came from points redemption for Sony Rewards. The Pre-order was supposed to go live on 06/13/17.
Flash forward to 06/13/17 and the game did not start downloading. I checked my download list of the Playstation Store via PC and it states "Pre-Order Payment Failed." I then went to the store listing for it via my PS4 and it states "Not Available for Purchase". When I pressed "tell me more" it states "You are not able to purchase this product for the following reason(s): You already own: -Final Fantasy XIV: Stormblood Collectors Edition Tracker". Being as the Pre-order payment failed situation is an issue that others have had before and it rectified itself shortly after release, I decided to wait it out. As of today the issue was still pertinent so I decided to give sony a call.
I gave Sony a call and was connected with a technician. This technician asked me each question between 2-3 times because he just wasn't listening. I explained the situation in detail and provided reference points and dates. He asked if I saw the purchase in the Purchase History on the Playstation Store, and I answered that I did [1,2]. He had me try deactivating my PS4 as my main PS4 and then reactivating it, which did not resolve the issue. he then said that I needed to call Square-Enix as its on their end. I proceeded to explain to him that calling Square-Enix would yield no results, as The issue is on the PSN Store side of things, and Square-Enix has no control over the coding and backend of the Playstation Store. I then asked to speak with a supervisor.
A supervisor picked up call (I was only on hold for about 10 minutes) and I explained the issue in detail again. He asked a bunch of questions for clarification and put me on hold a few times to do research. Finally he had me try deactivating then reactivating my PS4 as my main PS4 again, then had me restore licenses. He then had me go into safe mode and do a database restore. This did not resolve the issue. Now comes the part where things go sour.
He then told me that he could provide me a refund and remove the license from my Playstation account, but in doing so it would invalidate the license for all FFXIV products, since they share licenses. He said if he provides me a refund there is no way around this. I advised that I have made other purchases on the Playstation Store for FFXIV, and this resolution would not work unless he provided me refunds for all the FFXIV software i purchased, that in doing said refund would invalidate. I advised him the other purchase I had made was FFXIV: Stormblood pre-order on 06/04/15 for $40. He states that he could not do that, and that all sales are final.
I explained that this was not a sale, as a sale implies that money is exchanged for goods or services, and since money was given, but the goods/service was not given in return, no sale has been made. I stated that an end result of me either losing $60 (Stormblood not being refunded or fixed) or $40 (previous FFXIV content purchased that i would not longer be able to access) is not a valid resolution, especially since this issue is not derived from any fault of my own. I did not mess up. I did not cause this to happen. This was all on Sony's end. He then said that is all he can do and I can either accept it or not. I asked to speak with the next line supervisor above him but he refused.
Of course this is very upsetting, and is ridiculous that content i purchased, i cannot access because of a glitch on their system. It's even more ridiculous that their resolution is to either steal $60 or wrongfully appropriate $40 from me. At this point I don't know what else to do other than hope that social media can light a fire under Sony to resolve the issue in a way that doesn't screw me over.
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