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Gah... Sony Customer Service

#1Ochd12Posted 11/24/2012 5:48:05 AM
Tuesday night we bought Alice: Madness Returns as one of those Ultimate Edition sales. So the game, and all the DLC. For that game, there's two: a Weapon and Costume Pack, and the original game, American McGee's Alice.

But when I bought it, only the game and the Weapon and Costume Pack were added to my download list - the first game was missing. I'm not sure if everyone had this problem, but I do know I wasn't the only one.

I emailed Sony, and very clearly laid out the problem. Their first response was that I should delete it and re-download from my download list. Which didn't solve anything because the DLC didn't get put on my download list in the first place.

I explained that to them, and the next response I got was that I can apply for a refund, but there's no guarantee that one will be given. Sigh.

So I reply again, once again stating the problem step by step. I tell them I don't want a refund, I just want what I paid for and didn't get. I gave them the info they wanted for a refund anyway, because they said they will forward it to an account specialist for review.

It's really not a difficult problem to understand, and it sucks that it will take at least 4 days to get it taken care of.

Anyway, needed to vent.
#2L0ZPosted 11/24/2012 6:00:40 AM(edited)
call sony then dial 0. emails are just going to get you automated responses
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#3cirkmetroidPosted 11/24/2012 6:33:35 AM
L0Z posted...
call sony then dial 0. emails are just going to get you automated responses


Well, since the PSN store doesn't list the original Alice game, I would be very surprised if they give you any sort of refund at all. It's true that even with the normal retail game you got a DLC code for it.

For what it's worth, while I did like the original game when I played it on my computer a few years back, when I bought Alice for PS3 when it launched I never played it for longer than 5 minutes, not sure why.
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#4Rickhunter001Posted 11/24/2012 6:33:49 AM
Have you tried playing the game? AMA is activated from the main menu as it was this games "online pass". Assuming that you got the online pass with the download, you should be able to start AMA from the menu.
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#5suprsoliderPosted 11/24/2012 6:56:53 AM
Have you tried playing the game? AMA is activated from the main menu as it was this games "online pass". Assuming that you got the online pass with the download, you should be able to start AMA from the menu.
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I was just about to say that.
The game isn't on PSN, it's a online pass thing because all the info for the first game is on the game disc.
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#6Ochd12(Topic Creator)Posted 11/24/2012 9:14:28 AM
Yes, I've tried playing it. When you select AMA in the menu, it gives you the option to purchase from the store, or redeem a code.
#7Ochd12(Topic Creator)Posted 11/24/2012 9:42:01 AM
suprsolider posted...
I was just about to say that.
The game isn't on PSN, it's a online pass thing because all the info for the first game is on the game disc.


It is on PSN.

It just seems that it wasn't included in the bundle, even though Sony confirmed on their blog and in their email to me that it should be.
#8randomweirdoPosted 11/24/2012 11:32:20 AM
L0Z posted...
call sony then dial 0. emails are just going to get you automated responses


Their phone support isn't much better. They just quote back whatever is said in the knowledgebase. I had an issue purchasing content and the support was of no help. I fixed my own issue with my knowledge of billing systems from other things I support.
#9riddlebox89Posted 11/24/2012 11:59:43 AM
Rickhunter001 posted...
Have you tried playing the game? AMA is activated from the main menu as it was this games "online pass". Assuming that you got the online pass with the download, you should be able to start AMA from the menu.


suprsolider posted...
I was just about to say that.
The game isn't on PSN, it's a online pass thing because all the info for the first game is on the game disc.


Then please explain to me why when I bought the game brand new, that I had to download AMA after putting the code in? And I'm not talking about a 12kb pass.
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#10suprsoliderPosted 11/24/2012 11:54:29 PM
Then please explain to me why when I bought the game brand new, that I had to download AMA after putting the code in? And I'm not talking about a 12kb pass.
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So did I. I bought it new about 2 months ago for $5 in the Walmart bins (already had the STEAM version on a steam sale back in May).

It gives me a code and you download the game from PSN but to access it you have to use the game disc to access it.
It's like Dead Space Extraction that came with Dead Space 2 when it was released, I had to download it but can't access it without the game disc.
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"Those who say it's impossible to do something should not disturb those who attempt to accomplish."
Wii Code:7975 8057 2122 7057 PSN ID: CF-105