Home's Terrible Support. How bad is it? 10 unanswered posts.

I decided I was going to go on an adventure to the PlayStation®Home Support. See if I could dig through there and find some answers to WHY things don't get accomplished. I decided to pick 10 different support posts that should have been answered, that have not. This is what I found: (all references to pages are pages by the default settings)

First is this post, 6th Lure Is Broken!!! (When will this be fixed): At this point the topic is a little more then 28 hours old and two pages.

NO RESPONSE FROM STAFF.

Secondly this post, user from quebec redirect to european server: Currently this post is four days old, the person posting claims that the issue had been going on since Thursday the 7th. Three pages.

NO RESPONSE FROM STAFF.

Third, How do I get missing ITEMS?: As of this point, this post is a week old. 2 pages long. The person posting it even says:
First, since SONY has like NO CUSTOMER SERVICE at for home, and PM's GO UNANSWERED how do you get items you are missing?
NO RESPONSE FROM STAFF.

I decided to stop picking on the new posts. I mean, a week isn't forever. I went back through the pages to page five. Surely things here had to be answered. Unanswered post four, Central Plaza FREEZES,,,needs Maintenance!!!: This post was posted 1 month 6 days ago.

NO RESPONSE FROM STAFF.

Page 6 of the forum, post number five, Why does my Ghostbusters StayPuft shirt look all screwed up?: posted 11 days ago

NO RESPONSE FROM STAFF.

Page 13 had this gem, number six in my count, MAKES ME SICK!: posted 18 days ago.

NO RESPONSE FROM STAFF.

Page 13 also had this post, number seven, Why is it I have yet to get support for my missing paid item?: posted 2 months ago. 3 pages long. To quote:

I've called Sony Support 3 times since Home's 1.32 update and they told me that they can not refund my money for my missing "Female Do-rag". They told me that I have to contact the Home Managers or the Home Moderators to either get my money back or to restore my missing item. I've PM Locust Star 2 times and I've PM Cydonia and Glasswalls at least once. I've even sent an email through the support form and not one person from Sony replied to my problem. What the hell kind of support is this company is running. I haven't even got a reply that someone is going to look into my problem. It seems that the people who run home can only ban people from home or provide service that will line their pockets with more money. I'm very disappointed in the service from this company it makes me not want to purchase anything from the Playstation network anymore seeing how they can not provide technical support for my purchased products from the service.
NO RESPONSE FROM STAFF.

Number 8, from page 15, Over-moderation (Directed at forum staff): This was actually replied to. It was given a half assed reply. (The admin asks that if your post is deleted to take it up with the mod who deleted it. How is that possible of THE POST IS MISSING? Astounding.)

LAME RESPONSE FROM STAFF

Page 16, unanswered post number nine, I DID NOT GET THE TURKEY STATUE, CP lag crashed me!!! HELP : Posted 21 days ago.

NO RESPONSE FROM STAFF.

And finally #10, Lost and Found!: This post is for support for missing or broken items. It is six pages long. It has been going for two months. It is full of tons of folks who paid for things they didn't receive or that don't work.

NO RESPONSE FROM STAFF.

Tune in later as I continue to expose the support forums lack of support, and the lame duck job that the home team is doing.

4 comments:

  1. Yeah, the support board is pretty bad. There has been no interaction or support, which is the key word there, from the staff. I mean really, the only people who are active and try to help in the support board are myself and a few others.

    I've talked to GlassWalls about it several times when I see him in public - he says they are constantly monitoring the support board. If that's true - why the hell are we still waiting on so many problems to be fixed? There are problems that go back literally months, specifically some of the ones that are mentioned in this post that have been known and yet they haven't fixed them.

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  2. Like ADAM said the only people that actually try to help anyone on the support forums are actual forum users such as himself. Even if they don't have the answer or don't know how to fix the problem the people in charge whether it be the home team or any kind of official sony rep. could at least say "We are aware of the situation and are working on fixing this problem" but all you get in the so called support forum is silence.

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  3. It's painfully obvious that Home is a sinking ship. Home died with Phil Harrison left and Sony are only trying to milk it for any profit they now are able to.

    Their view of Home as an easy profit generating machine is obvious from the very first stories about Home to derive from Sony. It was all about the profits and the executive's amazement that people would actually pay for little downloads for their avatars. They're laughing to the bank.

    I've spend some money on Home. Not as much as others, and I'm one who can afford the $100 I've spend on Home over the past year (that's my typical lunch bill with my friends).

    The lack of customer service for Home doesn't surprise me. To actually take care of these mistakes is not cost effective. It would affect Home's profitability and would put it on the short list for elimination.

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  4. Dear Home-Watch:

    We are aware that there are many issues with Home. However, we feel it is in our best interest to continue to allow these problems to build up as we continue to offer the community brand new content on a consistent basis.

    We appreciate your patience.

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