PSN refund request declined

Mr-jelly-2012

Hello.

Not sure whether to keep pursuing this matter.

A £54.99 purchase was made for a FIFA game on my PS3 in error but because the download had started (albeit only slightly) Sony declined to refund.
I have appealed due to the folllowing.

The controller is faulty which sometimes moves the controls and presses buttons without me doing anything. This is apparently quite common as google reveals a lot on this.

This has only ever happened when using a video app (ie YouTube or Netflix)

Anyway, this happened very shortly after turning on the PS3, the random button pushing started resulting in accessing the PSN store, selecting FIFA, paid via PayPal and automatically downloaded.

When I initially appealed, I tried explaining the best I could also highlighting I am not a football man, I don’t make substantial purchases and if they saw my purchase history, it would support this. I also own a PS4 which most of the purchases were for.

Sadly it was still a no so am left with a football game which never finished downloading which will never be played.

I love Sony. Have been a fan since their PS1 days and had no intention of stopping. I was hoping they would at least refund via PSN wallet as a one off gesture. However this has left me thinking twice.

What do you think? Expensive lesson learned or keep pursuing .

Aylesbury_Duck

Mr-jelly-2012 wrote: »

Hello.

Not sure whether to keep pursuing this matter.

A £54.99 purchase was made for a FIFA game on my PS3 in error but because the download had started (albeit only slightly) Sony declined to refund.
I have appealed due to the folllowing.

The controller is faulty which sometimes moves the controls and presses buttons without me doing anything. This is apparently quite common as google reveals a lot on this.

This has only ever happened when using a video app (ie YouTube or Netflix)

Anyway, this happened very shortly after turning on the PS3, the random button pushing started resulting in accessing the PSN store, selecting FIFA, paid via PayPal and automatically downloaded.

When I initially appealed, I tried explaining the best I could also highlighting I am not a football man, I don’t make substantial purchases and if they saw my purchase history, it would support this. I also own a PS4 which most of the purchases were for.

Sadly it was still a no so am left with a football game which never finished downloading which will never be played.

I love Sony. Have been a fan since their PS1 days and had no intention of stopping. I was hoping they would at least refund via PSN wallet as a one off gesture. However this has left me thinking twice.

What do you think? Expensive lesson learned or keep pursuing .

It does sound a bit far-fetched that all that happened entirely accidentally. From their point of view, they'd be taking you at your word for something that seems highly unlikely. The hardware is yours, as presumably is the responsibility for making the process of purchase more secure than it is, so even if this was a genuinely autonomous purchase, I would argue it was permitted by your lack of security.

bris

I think the story is pretty far fetched, you would be more believable saying the dog did it.

Mr-jelly-2012

Thanks for the replies ... I agree after re-reading it sounds pretty unbelievable. That’s why I suggested reviewing my purchase history.

If it was a fiver I could live with it ... it’s just annoying it was a high amount for something I’d never play.

I asked the dog... he was on the Xbox at the time :-)

Lip_Stick

I can certainly believe it, as it happened to me when on my son's console. Thankfully it was only an £8 Fortnite purchase but it could have been worse. At that point I binned the controller.

Aylesbury_Duck

Blimey. A lesson to disable one-click ordering or whatever Sony's equivalent is. Why have you got it set up to be able to order things so easily, without entering a password or something?

Mr-jelly-2012

Didn’t think I needed a password.
It’s only me using it most of the time.
Other half uses it to stream Netflix.

First thing I did on the settings was remove PayPal and ticked password needed box.
If I was to make another purchase ... I’ll just buy PSN vouchers.

PS ... I’m having a get together at the weekend for PS3 football if anyone’s interested. Everyone just needs to chip in for the £54.99 admin fee :-)
Sorry, trying desperately to cheer up.

unholyangel

I haven't added payment details to psn given their hack history, is there no pin/authorisation feature available?

If not you could take a punt at the place you purchased the controller from (providing it wasnt misuse/physical damage). But i'm not entirely convinced the claim for the purchase would succeed as damages need to be foreseeable under 1 of 2 limbs. Either that such a loss occurring from the breach would be obvious to the world at large. Or losses that arise from special circumstances that were in the contemplation of the parties at the time they entered the contract (even if not obvious to world at large). Anything else is deemed too remote and cannot be recovered.

If there is a pin/authorisation feature and you choose to have auto purchase on then imo it was within your control so your liability.

Les79

Mr-jelly-2012 wrote: »

The controller is faulty which sometimes moves the controls and presses buttons without me doing anything. This is apparently quite common as google reveals a lot on this.

You may have a case to claim against the seller/manufacturer of the controller for "consequential loss".


You would need to establish that an inherent "fault" is present in the controller (as apposed to it being due to user damage). May also need to explain why you kept using it despite an inherent fault being present.


Aside from that, no sympathy I'm afraid. The bottom line is "don't use dodgy controllers"

Mr-jelly-2012

Hello all, thanks for the replies.
Since the purchase I’ve had time to process it and think logically how/why it has happened.
I agree a lot of onus is on me (make sure controller is ok & taking reasonable precautions before making purchases (ie have a pin/password).

I also want to thank the replies received are from those who have replied thousands of times, not just 1 or 2.

Could have been a lot worse.

owen_money

bris wrote: »

I think the story is pretty far fetched, you would be more believable saying the dog did it.

The dog doesn't like football either so it couldn't have been him