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Update: It was successfully shipped via Fed-Ex. But a side note, they left it at the door when it was a signature required package. Maybe I should call Fed-Ex asking where my package is at.
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This following is a letter I plan on sending to some human at PlayStation Direct, if there is one.
On 1/5 I purchased a PlayStation 5 from PlayStation Direct. My credit card was successfully charged and I was given a UPS tracking number later that evening. A week later, I noticed on UPS’ website that the package never left the warehouse. I contacted PlayStation Direct by the only means available, through online chat. The chat support page is difficult to find as it is not visibly accessible on any support pages. A use of a search engine with keywords is the only means I have to find the correct website containing a live support chat link.
On 1/12 chat was initiated with my problem. The representative I chatted with is named Camille. I wanted to know if my package was shipped or not. Camille responded that the label was created and the processing was completed. I should have the package by end of the day on 1/14.
On the morning of 1/14, I wanted to do my own investigation and contacted UPS about the shipment. I gave their representative my tracking number. I was told by this representative that the package was never in their possession. They even went a step further and informed me that they have no packages scheduled to be delivered to my address. The representative told me to contact PlayStation Direct about the matter and have them contact UPS. I immediately contacted PlayStation Direct support by searching again for the live chat support page.
My second contact with PlayStation Direct support is now with Jayayra. I copied and pasted the entire chat log with Camille and UPS. Jayayra escalated a case for me and said an investigation will begin on the package. Jayayra then asked for my contact information. Jayayra left detailed notes in my case and that I requested an urgent phone call from a support person.
My personal thoughts so far. The initial support with Camille should have been investigated a step further. I would not simply say that it’s Camille’s fault, but it was assumed by this person the package was shipped, which it was not. I relied on this person’s initial response as truth. I believe Camille should have seen that there was an error in shipping and should have the ability to contact a manager or a department about this case. On 1/12, this case could have been partially resolved.
On Monday morning of 1/17, I again reached out to PlayStation Direct support to find out if I had any updates to my case. I gave my information to Rachael who eventually said there is nothing in her ability to do anything about it. I then asked for an email address, a website, a phone number, any form of contact to address this matter. The response I was that they do not have that information to provide me with and I will be contacted by a support member as soon as possible.
On Monday afternoon of 1/17, an email appeared from an unknown person from PlayStation Direct support. A replacement order was issued along with a 20% discount coupon voucher for any purchase on the PlayStation Direct site. The representative thanked me for my patience and wished me a wonderful week.
There was no notification inquiring about a decision to be made by me, a customer, on what I wanted to do about the order. As previously stated, I requested from PlayStation Direct support to have a customer service representative to contact me via email or phone to discuss the issue with my order. I was never notified about the reason for my shipment error, which should have been initiated by a salesperson of PlayStation Direct on 1/12, if not sooner.
On Wednesday of 1/19 at 1:00am, I received an automated email starting that my shipment will be delayed. Thanking me for my support and apologizing for any inconvenience. I have no support towards the treatment of this order. The manner it was handled is unreasonable. There is no direct contact to PlayStation Direct customer service. There was no error checking done by PlayStation Direct on my order until I had to force it.
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Dude... I'm sorry you're dealing with this... I suspect there's a package carrier out there enjoying your ps5.
ID: hv0u32qI suspect it was never shipped in the first place. Which is my main problem with them. They should have reached out to me with a sorry letter. Or they should have figured this out the first time I was in the stupid chat.
ID: huz9gf5Nah if u read the whole statement this one was on playstation which is why they issued him another ps5 along with a 20% discount for ps items.
ID: hv0ucmiI would rather a 20% off on the PS5 than a 20% discount item. The only thing I can think that's worth getting with a 20% off is a controller, unless someone else has any suggestions.
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Update: It was successfully shipped via Fed-Ex. But a side note, they left it at the door when it was a signature required package. Maybe I should call Fed-Ex asking where my package is at.
ID: hv10rg8I’m having a similar issue honestly So I purchased a Ps5 from PS direct on 1/24 and Sony stated that they shipped it to FedEx for it to be delivered on 1/27(I paid for express) it is now 1/31 damn near 2/1 lol and the FedEx tracking number states that the label has been created and the package is not scanned into the FedEx system yet sony is saying that today is the last day to receive it and if doesn’t come today by 8pm I should contact chat tomorrow and get the console banned is there a possibility of it even still coming honestly?
ID: hv5mj7qIf it's not shipped the next day, contact fedex. they will say if it is in their possession or still at the warehouse. If it's not in their hands, good luck with whoever you chat with. I start it off my second go around with, "where's my package? it has not been shipped. I contacted UPS, they said it was never in their possession and to contact you. My credit card is charged. Where's my package? Contact your manager and ask them for advice, I'll wait."
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I have a similar story with PS Direct. I ordered for express delivery. A week later the site still just said "preparing to ship". No tracking number, no notifications, nothing. The first time I tried to contact them (seems online chat is only real way..) the agent asked me to confirm it was a ps direct order, and then promptly ended the session on me. No explanation, nothing. I attempted to start another chat but the site just said I was already recently "helped" and try again later. I waited a couple days and then tried again. This time the agent confirmed my order did exist, that it didn't fall through the cracks or anything, and that they would escalate and respond to me. About 3 hours later, I got notices that it had been shipped and it's currently on the way / out for delivery (UPS). Fingers crossed I actually get it.. but I think the TL;DR of this is from what I've read and experienced myself, it seems the bottleneck is on PS Direct's side, not the carrier.
ID: hv5ndbkThat’s odd
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Wow. That was a roller-coaster.
ID: hv0tu5fWas on the fence on cancelling my order.
ID: hv5j8kkUp to you whether or not you cancel, but given how hard it is to get a ps5 at retail price, I would say stick it out. Reading through experiences from others over the past year, as well as my own current experience, PS Direct isn't a shady company per se - in the sense that they are trying to scam people. I think they are just doing a bad job at making sure orders are actually shipped out in a timely manner, etc. Like.. they got your money, and it's half-assing their end of it from there. Which I'm not defending. I don't like that and in a perfect world I'd avoid companies like that. But the sad reality is that's pretty par for the course for most companies these days. Our choice is either deal with half-assed legit business process, or risk getting scammed by some shady back-alley dealers.
I’m experiencing the same issues. Maybe it’s just the large amount of express orders being processed, being that they offer it free to all ps plus members, which in turn causes them to be backed up and delivered as if it was a regular order