David vs Goliath WS-37368-7
David (gtamarko5) vs Goliath (Sony Interactive Entertainment Europe)
PROLOGUE
I really don’t
know how to begin this forum. I’m still under the impression of the aggressor SONY over my civil rights. By
writing this I would like to demonstrate to all of you, who have been or will
be in my situation, just how SONY
company treats its members of PSN
profiles and that citizens of North Korea have more rights than PS+ members.
Before continuing with
this text, I just want to inform all interested readers that I have proof for
all claims and I will attach them at the end of the text. Some of those I have
already submitted to the Police, the State Inspectorate, Consumers Protection
Associations... Not to linger with the introduction I will start at the
beginning.
My wife and our
children (we have over 50 games fairly paid on our SONY PLAYSTATION profile), we also own PS+ subscription that we pay
annually and it was supposed to be valid until September 2020. Our children
have played a game called Lego City
Undercover (at the end of the text I will attach receipt *1) for about
180h+ and have been collecting trophies on the game (most of PLAYSTATION players know about
the possibility of collecting trophies while playing a game) and they were at
the end of the game when they noticed that they are missing three trophies. And
by unlocking one of them called Miner accomplishment, they will unlock
two more and the game would be 100% finished which is their final goal and
satisfaction. We have checked the page www.playstationtrophies.org and the game, we have
come to a conclusion that the game had an error, that it was faulty whereas all
the conditions were met to get that trophy and it would not unlock. Otherwise, we
have a lot of experience in gaming and collecting trophies and we can easily
know when something is working incorrectly or has a malfunction.
CONTACTING THE SONY TO SOLVE THE PROBLEM WITH TROPHIES
Since 03.07.2019. all
our problems have started with the company SONY
(I will attach the proof at the end of the text*2). My wife decided to
contact PlayStation Support
(017757104) because of the faulty game (our case was tagged as Incident: 190704-002762
and later as Incident: 190813-010133) and she sent photos that indicate
the error on the game to their email support@hr.playstation.com. They repeatedly gave
her useless solutions on the phone and also via email, for example information
of www.playstationtrophies.org which proves that
they didn’t even look at the emails my darling has sent to them where they
would see that the game is faulty. So we have continued talking to them for
about a month, where they have been wasting our time and kept sending us
useless information, a lot of agents exchanged („IVAN, IRIS, ZARKA...“).
When my loving wife saw how disinterested and ineffective they were, she
demanded to talk with someone superior to those call agents, which have denied
her in PlayStation Support.
After that my wife
came to me for help because she couldn’t understand why they wouldn’t help her.
Then I called PlayStation Support
(017757104) and I asked them for a solution for our problem, I also
insisted on solving our problem where they sold us an incorrect product and I
asked them to give us a valid game or/and to give us a refund. They replied
that it wasn’t their problem and that we should contact Lego whereas it was their game. My wife and I consulted each
other and decided that even though it wasn’t our job, we will contact Lego
because maybe this would solve our problems and leave them behind, because PlayStation Support call agents
obviously have no intention to do that. In a very short and unexpected time Lego
replied to us that they are very sorry that we have a problem with their game
but Warner Brothers are the developers of the game. So, we
contacted Warner Bros who also thanked us for contacting them but the trophies
are not their fault because PlayStation programmers develop trophies. And that
is how PlayStation Support
took a lot of time from us only to find out what we already knew, that they for
whatever reason may be, do not want to do their job and clearly like to avoid
their responsibilities. Therefore, they do not fulfil the legal rights of their
members and customers of PLAYSTATION
STORE.
Afterall, we returned
to Sony PlayStation Support (017757104).
I explained to them all the trouble they put us through and I have demanded to
speak to a superior agent and after a lot of
fighting and not giving up, we finally got a call from a No caller ID,
allegedly from „LONDON“ which will solve our problem (my wife conducted
the conversation because her English is better than mine). So, the superior
from „LONDON“ named „KATARINA“ (with a horribly bad English) is
spinning us in a circle again, not offering us help under the pretext that we
didn’t contact Warner Bros and is asking for proof of that. We didn’t
want to send her that, because it wasn’t our job to even contact them and
because all this time they were not interested in solving our problem. On her
insist we offered her that we will send her that email from Warner Bros
but only to her in „LONDON“, just
to give us an e-mail to send it to. And again the problem arises, she insists
to send it to an e-mail address of Sony
PlayStation Croatia (support@hr.playstation.com), which we declined because of our previous experience, we wanted to
send it directly to her in „LONDON“. And again, after an exhausting
conversation in which she promised that she will solve our problem if we sent
that proof that we talked to Warner Bros to support@hr.playstation.com we give in. With
displeasure we sent those emails from Warner Bros at support@hr.playstation.com, right after that we
call Sony PlayStation Support Croatia
(017757104) and I asked them for a game without mistakes or faults, which
we fairly payed, or a money refund. On those words of mine, the call agent said
that it was two mouse clicks away but she won’t do that because she did not get
the order from her superiors. So I explained what we were told by „LONDON“
caller „KATARINA“ to provide this information to them in order to solve
our problem, but they have ignored us again.
SONY TAKES RESPONSIBILITIES FOR PROBLEM WITH TROPHIES
Then I asked for a
call from superiors again and after a lot of torture we got another call from No
Caller ID, superior „KATARINA“ said that she is aware of our
situation and that she will forward our problem to their programmers and our
problem will be solved. We asked for a precise date when it would be done, but
she declined. After a very long and exhausting conversation she finally gave us
a response that our problem will be solved as soon as possible in few work days
(since then no one from SONY
company contacted us about this case with our faulty game). And then we waited
a response from Sony PlayStation,
happy that our problem is finally going to be solved.
THE REAL PROBLEM – SONY HAS BLOCKED THE ACCOUNT
On the day of
23.08.2019. in the evening, we turned on our Sony PlayStation 4 Pro console and noticed right away that
it wasn’t connected to PlayStation
Network. We tried to connect unsuccessfully and then we got the notice WS-37368-7 (notice is attached at
the end of the text *3). We checked its meaning at support.playstation.com and there we saw that it could be multiple things,
such as: financial institution problems, disrespect or violation of terms of
agreement, temporary or permanent profile exclusion. We did nothing at the time,
waited for the next week and after another try we have contacted support@hr.playstation.com.
On Wednesday 28.08.2019.
(case numbered Incident: 190828-007623) I have called 017757104 (support@hr.playstation.com), a call agent „MARIO“
answered and I told him I got a notice code WS-37368-7 and that I cannot connect to my PlayStation Network on my PlayStation 4 Pro console. After
reading the WS-37368-7 code
the agent asked for my console serial number to ensure that I am the owner. So
I turned the console upside down and read him the number (will attach a photo
with the serial number at the end of the text *4). After he checked if I was
the owner of the console he told me that my account was blocked (banned). So I
asked him why did they do that, after a while he said that we have sent offensive messages to other players.
I explained to him
that it was impossible because we didn’t use chat or anything. Only two friends
we have on profile are ones I chatted with months ago. Emphasize friends,
whereas we know each other for years (long before we bought PlayStation
consoles) and have been chatting about Borderlands or NFS Payback
about the time when we’ll play and things related to games, sharing screenshots
etc. Except for me, lately my son was playing (minor, who didn’t start to go to
school at the time), GTA5 offline.
The agent assures me
that I have been playing and offended other player via FIFA 2018. I told
him that it was impossible because FIFA 2018 on disc was installed last
year briefly for about 20 minutes and immediately deleted and returned to its
owner (I just wanted to try it and compare to PES 2018 to see what I’ll
get in 2019 version). But he continued to assure me that it was on the game L.A.
Noire (I honestly don’t even know can it be played online), so I explained
that I do own that game in physical edition, on disc, I got it from a friend
(one of two I have on my stolen profile) who bought it in licensed SONY store in Croatia (my wife
installed it last year, tried it and decided she will play it after she finish Rachet
& Clank and Lego City Undercover 100%, which she was playing
with children). Anyway, the first one they did finish 100% and the other one
you know...
Only two games we own
in physical edition, on disc, are L.A. Noire and Crash Bandicoot
N.Sane Trilogy (FIFA 2018 was only borrowed in order to try the
game), and all the others are digital. Our profile and annual fee which was
payed for three years since we own PSN
profile and PS+ (our membership expires
21.9.2020., I will attach receipt for that *5) was worth around 13.000 HRK or 1.760
EUR, until SONY company
decided to ban us.
UNABLE TO GET PROPER INFORMATION
When I concluded it
was pointless and that call agent can’t or won’t help me I asked to talk to his
superiors in LONDON to solve
my problem and he offered me to send their phone number to our email which I
accepted, though sceptic. I asked him to confirm he will send me a PHONE NUMBER of his superiors in LONDON
to my email for 4 times (which I have recorded) and Sony PlayStation Support call agent confirmed all 4 times.
After about 20 minutes and another call to 017757104 Sony PlayStation Support, I got an email with an address in London but without a phone
number. Again I called 017757104 (support@hr.playstation.com), I talked to the
same agent from before who promised me that phone number for 4 times. So I told
what he sent, that it was an address without a phone number and he explained
that he can’t send me a telephone number and that I didn’t understand him
correctly, so I was determined to explain to him that both I and Sony Interactive Entertainment Europe
have recorded that conversation and he confirmed for 4 times that he will
send me a PHONE NUMBER and if he
doesn’t, believe me I could play him the
recording of our previous conversation or he can listen to the one his company Sony Interactive Entertainment Europe
recorded. Then, he answers me that he didn’t understand me on what he confirmed
for 4 times.
I was so exhausted and
I said I just want to solve my problem and to let me talk to his superiors in LONDON, and he answered that it
is impossible to talk to them and that his superiors are here in Croatia, not
in London. After that statement
I noticed something very fishy about everything and I remembered a No Caller
ID call from „KATARINA“ from „LONDON“ or maybe that „KATARINA“
from „LONDON“ doesn’t exist and maybe my wife and I have been deceived
by those call agents and their superiors of Sony PlayStation Support
Croatia. Still, I had no
other solution but to say ok, let me talk to your superiors, and he said NO
because it is only possible if they call me. I said alright, let them call me
and again he said NO, they are busy. So I asked when will they call and he
answered that he doesn’t know exactly so I told him I will stay on the line and
he should go and find out and after a minute he said in 2 hours they will call,
at 16:00h. That’s when I ended the call and I was upset but waited a call from SONY company.
SONY HAS NO PROOF
A few minutes after
16:00h I got a No Caller ID call from „SANJA“ Superior call agent in PlayStation Support, and as if she already knew
everything, she was very arrogant and rude and she accused me and my family to
have sent offensive messages to other players. I told her it was impossible,
but she was persistent on her accusations so I demanded proof so I could
complain. She said NO, that is how it happened and end of story. I insisted she
told me which games are included and she claimed with certainty it was via Crash
Team Racing, so I said it was impossible because we do not own that game.
About Crash Team Racing, we have never owned, downloaded or installed that
game...
Ignoring that fact, „SANJA“ Superior Call Agent in PlayStation
Support continued to false accuse and calumniate, mire me and my family
that we did send those offensive messages to other PS players. She said
that more than once, and that she is sure of that, the PlayStation Support agent, and without any proof we are PERMANENTLY banned from our profile
(also have recorded). After all that I offered to „SANJA“ Superior agent of PlayStation Support one
last chance to solve our problem otherwise I will contact legal services to which
she in her arrogant and rude style, she is probably sure of the fact that SONY
is behind her, said that we were active in August on our profile and she
doesn’t want to hear about anything else. So all of you who have PSN profile on your SONY console beware of serious
accusations from SONY company
so they don’t take, steal your profile just because you use your SONY console and your PSN profile. She let me know
that things remain like she said. The last thing I said to her is that I will
send one more email to PlayStation
Support in which I demand answers (thinking that maybe if anyone
of SONYs
employees read it and actually want to do their job, just maybe they would
eventually help us solve this issue with respecting our civil rights and rights
as owners of PSN profile) and so the conversation ended.
The proof that
something wrong was done from my account was never provided by SONY.
FINAL EMAIL TO SONY SUPPORT
Wednesday
28.8.2019. I have sent an email to support@hr.playstation.com:
“The owner of gtamarko5 account.
With respect, it
is known to all employees and supervisors of Sony PlayStation Croatia my problem related to my fairly
payed game which you didn’t want to solve (case 190704-002762) that
started 3.7.2019. Then came the next problem in which you false accused, calumniate
me and my family, you also deleted our account without explanation or proof.
With all in this text I want to notify you in writing that I am giving you 24h
to solve both my problems otherwise I will take legal and other measures.
Utterly disappointed user of all PS
consoles and PS services
until now.“
Our profile
was registered to my wife’s email, not to mine, I only use mine to be able to
use my smartphone and google account, and my loving wife is the one who takes
care of our family’s finances, so she took care of buying games on our PSN account, annual fee on PS+ etc. Since I took over
handling this huge problem with SONY
company, I freed my darling of additional stress because when someone would
just mention the name SONY,
PLAYSTATION she would get a headache and she couldn’t understand how
can someone sell you broken product and doesn’t want to fix it or give you a
refund, and they were told in good faith, they just ignored our civil rights
and common sense.
For those of
you who are unfamiliar to the law, when I got the response from Europe
Direct Contact Centre (a part of that will attach at the end *6) I was told
by them that we have a deadline of 2 years as citizens of EU to guarantee, refund...
And the seller is supposed to ensure that, and it’s not up to us to have to
call the developer like SONY agents
told us.
When she realized
that those awful people from SONY
company eventually stole our profile without any reason at all, in which we
invested a lot of money, love and time as a family, she felt even worse to what
I kept telling her, that it is only a matter of time when this problem will be
solved because we are citizens of European Union and shouldn’t be worried.
PERMANENTLY BLOCKED ACCOUNT WITHOUT PROOF
Thursday
29.8.2019., morning hours. My wife opened an email (tagged as Incident 190829-003533)
and as she read it collapsed and had a nervous breakdown (for that I have
complete medical documentation, diagnosis F43). I’ll stop myself here and won’t
go further, I feel nauseous when I remember what my love had to go through
since. What I comforted my loved one with was all wrong, that email from support@hr.playstation.com said that we are
permanently banned (I will attach it at the end *7).
Since then
everything has changed in our lives (wife in therapy and many other consequences
have happened thanks to the company SONY).
Afterall, I raise the question whether Sony
Interactive Entertainment Europe will go unpunished for this aggression
on innocent citizens? Can SONY
take away a mother to children, a wife to a husband? Is it possible that one
big SONY can take a little
boy’s favourite game GTA5 and get away with it? Without consequences, without
an apology and compensation to a family they are terrorising for months? And I
answer myself as the owner of stolen profile gtamarko5, of course not, because it would mean that EUROPEAN
UNION is lawless and the EU doesn’t protect their citizens. So, the
battle begins, David vs Goliath!
CALLING FOR REAL SUPPORT
Started from
Friday 30.8.2019., these are some of the first steps I’ve taken, reported it to:
THE POLICE (criminal police, cyber department, they have a
record of my statement);
CONSUMER PROTECTION;
THE MINISTRY OF THE ECONOMY OF ENTREPRENEURSHIP AND
CRAFTS;
EUROPEAN LAW FIRM;
CENTRAL CONSUMER INFORMATION PROTECTION SYSTEM – MEEC;
YOUR EUROPE ADVICE;
ECC-NET (European consumer centre Croatia).
Of course, I
will put in a lot of effort so that this case gets in public, besides my
private lawsuit. That is why this text will be in public on Croatian, English
and German, so that as many people as possible know the problems SONY company can make you if you
complain about an incorrect product or just asking for your rights guaranteed
by constitution and law of your country, and I will see to it that SONY company is punished by all EU
institutions for consumer rights and civil rights protection, hoping that other
families, individuals won’t go through agony we are in the future. And that SONY company will work on their
relationship with their consumers and their rights, not only in Europe (Sony Interactive Entertainment Europe)
but worldwide.
Dear readers, I
hope I displayed at least a little of the battle my family is in and I hope
that at least it will be helpful by my experience with this company.
Dear dealers
of this text, this text can only be distributed in full, must have in mind not
to shorten it or to take it out of context and distribute it like that, because
in that case it would lose its credibility, accuracy and sequence of evidence I
will attach below.
The
owner of stolen profile gtamarko5,
17th October 2019.
Sony sucks!
OdgovoriIzbrišiThey will pay for it!
Izbriši