Sony Lowers The Last of Us: HD's Price, Refuses to Offer Refunds - Update

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Sony Lowers The Last of Us: HD's Price, Refuses to Offer Refunds - Update

The Last of Us bite

If you pre-ordered The Last of Us: Remastered from Sony's PSN store before today, you'll be out $10.

Update: Adam Boyes, Sony's VP of Publisher & Developer Relations, has assured PSN customers via Twitter that they will, in fact, be getting a $10 refund.

Original Story: Here's a new one. While most video game stores try their best to reward pre-order customers, with incentives such as exclusive content and discounts, Sony has now flipped the tables, and is actively punishing anyone who pre-purchased The Last of Us: Remastered on the PSN store. Sony lowered the price of the game from $59.99 to $49.99 this weekend, so you would naturally assume that anyone who already pre-purchased the game for the more expensive price would be refunded $10, right? Wrong. Sony is refusing to offer any kind of refund whatsoever for early purchasers.

"Sorry for the inconvenience but a refund is not possible," said Sony customer service representative "Jose G" when an irate customer contacted PSN's technical support. He pointed to some fine print on the PSN pre-order page, which specifically states:

YOU MAY NOT CANCEL A PRE-ORDER AT ANY TIME AND REFUNDS ARE NOT AVAILABLE FOR PRE-ORDERS, SUBJECT TO APPLICABLE LAWS.

Meanwhile, gamers who pre-ordered the game from other outlets, such as Amazon, are being offered a $10 refund to reflect the change of the game's price.

It's a pretty crappy situation to put your fans in, as it will most certainly dissuade gamers from pre-ordering from PSN in the future. However, I won't be surprised if Sony comes out and makes an exception to its pre-order policy just this once, if enough people kick up a stink.

Source: PS4 Daily

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It doesn't impact me at all as I didn't pre-order either digital or physical copy, but that's a pretty big dick move there Sony. As well as Sony is doing in other aspects of relation to consumers, they just don't seem to quite get the whole digital marketplace thing yet (see the prices and terms in PS Now for instance).

Oh, come on, Sony, you were doing so well. It's not like those few customers will set you back all that much.

Edit: isn't this against some law? If the product is not yet delivered, isn't the customer within his/her rights to cancel the purchase?

mechalynx:
Oh, come on, Sony, you were doing so well. It's not like those few customers will set you back all that much.

Edit: isn't this against some law? If the product is not yet delivered, isn't the customer within his/her rights to cancel the purchase?

In Australia at least, consumer law states that the merchant is legally obligated to offer a refund if the product is faulty or not as advertised. In this case, the product is certainly not as advertised, as it has changed from the initially advertised price.

Australians have actually successfully managed to utilize this law in regards to video games in the past. For example, EA had to offer Australians refunds for SimCity (2015), which was "faulty" at launch, despite EA policy specifically stating that it will not offer refunds for any reason (at least, at the time)

Jeez, one would think during the early days of a new console launch you wouldn't try to rattle your fans faith.

Can't wait till this is used as more fodder for the console wars, informed hatred makes for good reading.

And this is why I NEVER PRE-ORDER

I don't pre-order anything unless it's like a five dollar down payment or something. I will never pre-order a game at full price because I'm too worried that this sort of thing will happen.

Pretty bad move, Sony.

Sony, yes, you're at the top, but you have to work hard to stay at the top and you're not making it easier by this.

I learned this lesson awhile ago with disappointing preorders over the years. Too bad the people involved had to get screwed out of ten dollars to know never to trust strangers with their money. Why not wait another 6 months and get it for $30? It's just one more incentive against buying games right when they come out. Now, let's hear them bark about how horrible used game sales are when they use crummy tactics like these.

So Sony wants us to no longer trust Sony, then. That's a lesson I'll take with me to my grave! Thanks, Sony!

If I remember correctly, Angry Joe mentioned in his post E3 vlog that as soon as TLOU HD was announced, he immediately preordered it.

I can't imagine he'll be too happy about this.

This just in, random Joe Shmo in customer service lacks authority to make exception to standing company policy, or imagination to elevate the issue. In other news, water still wet.

I suspect this will get backed off in the next few days.

Edit: Aaaand apparently I was a notable pessimist. Knew this wouldn't last.

Who would have known that Eric Cartman would be so right...

That's why I never pre-order, that's why I avoid 'band-wagons' and hype, that's why I never trust corporate interests. When I buy something, I know exactly what I'm buying, because I'll wait for the reviews (and fixes, ghaaaa!) and even if needed pirate for a demo. I'm what business hate and fear most, an informed and discerning shopper.

Your welcome to follow suit, or, in the spirit of the Cartman reference, Bon Appétit!

Edit: Good luck in the upcoming class-action suit coming your way Sony... just a wild hunch. ;)

Random customer service rep #582225829 isn't going to have the paygrade to make this kind of decision, and will obviously lean on by-the-book regs that are stated on the preorder site. This isn't even goddamn news.

I work at a department store, and we get these special cases every day. The average-peon-worker at any company generally cannot make this kind of judgement call and is at risk of losing his job and/or getting very harshly warned by the higher-ups. Whenever a case like this pops up at work, we call on-duty supervisor and he/she gets to handle it (usually in the customer's favour, too!). Should be obvious stuff, but we live in the age of sue-sue-sue-whine-sue when you can't immediately have your way.

And even if the decision remains final after review by the higher-ups at Sony, the lesson here is simple. Read the fine print when you make these purchases, and don't preorder. If they were willing to preorder the game for the first price, it pretty clearly means they were willing to also PAY that same price. Now they are, even though others are paying less. Boohoo?

Shit happens, moving on.

I'm not hearing that the pre-orders are made to pay for the more expensive SKU. Perhaps the pre-orders are (or will be) converted to the price drop?

Optimism aside, this is why, while Gamestop being Gamestop, if I have to pre-order something, it's there. At least there, I can cancel and take back my deposit if I don't like or can't pay for a game, before or after release.

I thought it was standard for companies to refund you the difference if a product goes through a price drop before it gets released.

Really stupid on Sony's part for trying to be different. This will bite them in the ass.

dat moment when even steam has a better refund policy, atleast when it comes to pre-orders

Never preorder. Anything. Unless it's the night before and you want to preload or you can get a sweet 25% off deal. How dumb are you? Especially on this one where a discount for PS3 owners SHOULD be coming but if you were desperate enough to order immediately you don't deserve one.

BigTuk:
And this is why I NEVER PRE-ORDER

This.

Even when I know that I'm going to love the game (Skyrim), I still never pre-order, just in case the game magically sucked and the devs were only showing the good parts. Potentially getting fucked is not worth the minute bonuses pre-ordering provides.

Sony lowers the price, which is an inarguably good thing. People willingly spent $60 on it, they knew they were spending that money on it. On the other hand the inequality is off-putting. On the other other hand it's just $10. Don't preorder, the end.

Is this customer service rep actually reflective of Sony' stance? Seems like he's answering the question to the best of his own ability.

EDIT: Adam Boyes recently sent out a few replies on his Twitter to a couple of customers saying they will get their $10 dollars back. Sounds like this rep didn't know exactly what he was talking about.

Steven Bogos:

mechalynx:
Oh, come on, Sony, you were doing so well. It's not like those few customers will set you back all that much.

Edit: isn't this against some law? If the product is not yet delivered, isn't the customer within his/her rights to cancel the purchase?

In Australia at least, consumer law states that the merchant is legally obligated to offer a refund if the product is faulty or not as advertised. In this case, the product is certainly not as advertised, as it has changed from the initially advertised price.

Australians have actually successfully managed to utilize this law in regards to video games in the past. For example, EA had to offer Australians refunds for SimCity (2015), which was "faulty" at launch, despite EA policy specifically stating that it will not offer refunds for any reason (at least, at the time)

similar laws exist in EU and US as well. in EU people have sucesfully applied it, in US consumer laws only exist as toilet paper anyway.

YOU MAY NOT CANCEL A PRE-ORDER AT ANY TIME AND REFUNDS ARE NOT AVAILABLE FOR PRE-ORDERS, SUBJECT TO APPLICABLE LAWS.

Irrelevant statement. fine print on PSN rules does not superceede law, and this statement is unlawful. but since they say its subject to applicable laws, what they actually mean is that its bullshit because laws in all 1st world countries actually contradict it.
It is ILLEGAL to not allow a cancel of a pre-order.
It is ILLEGAL to not refund the money for a pre-order unless such preorder can be proven to have caused costs to the company, in which case that amount of costs are not refunded and the rest is refunded. Not going to happen in this case.

My thoughts on the updated matter are:

I knew Sony would come out pretty quickly and tell everyone they'll be getting the refund, not refunding them would be the worst move Sony could make at a time where they are still struggling overall as a company but are actually making good ground to get themselves out of the mess.

The whole situation was brought on from a random tech support guy, he just said exactly what his script would have told him to say regarding anything with pre-orders and refunds, and that is that no refund is given on pre-order items.

BUT, what I don't understand is why it even got to a tech support guy anyway or why no memo was sent to support teams telling them about the $10 refund.

In an almost fully connected world, where billions of people can interact with each other at the click of a button, Sony MUST have known that this would make the rounds, VERY quick, if they seriously thought that this wouldn't have spread like wildfire, they are insane.

The second the decision was made to drop the price, an announcement should have been made regarding both the price drop and the refund of the difference to PSN pre-order customers, if you wanted to be extra careful, send a memo to the support teams informing them of the $10 refund so they can relay that information accurately to customers.

Sony have just created bad PR (however minor now) that was completely avoidable and not only completely avoidable but easily avoidable.

It's all well and good to say that the tech support guy didn't have authority to make a decision but support is the first point of contact for a company, the failings were not with the tech support guy but Sony as a whole for not properly informing support staff - Assuming that they planned the $10 refund all along.

If they weren't considering the refunds at all, thinking that nothing would come of it, I would almost write them off as having no common sense.

Well at least its sorted, I guess Sony didn't want to deal with all the different consumer protection legislation this infringed upon. That said I never pre-order anything from anywhere that demands a deposit or money up front, Steams "no money down" hold on the funds is as far as I will go.

BigTuk:
And this is why I NEVER PRE-ORDER

Amen brother. They sucker you in with "ooo shiney exclusive gun skin" and at launch they hit you with bugs, broken servers, and day one DLC and only a year or two later all the DLC (Including your shiny "exclusive" gun skin) and the game itself is on sale on steam for 75% off, the servers are fine and stable, and they either fixed the bugs or those heroic selfless modders have, and now who feels like a fool.

Whatever happened to the 'if you bought the original game we'll give you a discount' - this seems a little unfair to those who don't have a PS4 yet.

AndrewC:
Whatever happened to the 'if you bought the original game we'll give you a discount' - this seems a little unfair to those who don't have a PS4 yet.

Thought that the last thing they said about that was; "We'll see what we can do / We are looking into it.".

bluegate:

AndrewC:
Whatever happened to the 'if you bought the original game we'll give you a discount' - this seems a little unfair to those who don't have a PS4 yet.

Thought that the last thing they said about that was; "We'll see what we can do / We are looking into it.".

Seems it'll stay that way too :(

Steven Bogos:
The Last of Us: HD

So I guess this is happening. You'd think people would know that calling a 7th gen remaster an "HD" version of a game is retarded, since most of them were HD to begin with.

It's the tech support guy. Don't trust the tech support guys. They hate you and they tend to make really bad PR for companies. You know, like Valve tech support? Who are insanely crap and one of the reasons why Valve's been getting a bad rep lately?

MC1980:

Steven Bogos:
The Last of Us: HD

So I guess this is happening. You'd think people would know that calling a 7th gen remaster an "HD" version of a game is retarded, since most of them were HD to begin with.

I actually initially had "The last of us: Remastered" as the title but cut it down to HD to make the headline fit the page, lol.

Why the hell would you buy the Last of Us HD if you've already got it?

Don't retailers like Amazon generally have some sort of price guarantee, so if a price does drop from pre order to launch they automatically pass the saving on to you?

Brian Tams:
If I remember correctly, Angry Joe mentioned in his post E3 vlog that as soon as TLOU HD was announced, he immediately preordered it.

I can't imagine he'll be too happy about this.

If only he (and others) would learn a lesson from this (And yes, I know the story's been updated).

Zipa:
Don't retailers like Amazon generally have some sort of price guarantee, so if a price does drop from pre order to launch they automatically pass the saving on to you?

Amazon does, but a lot of them don't. Or don't explicitly, at least.

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