Terrible Customer Service - Lifetime Customer Lost

Question

I placed (5) calls into customer service this past week, the last (2) I was hung up on by supervisers. Once I asked for a manager and was told they would not transfer me.    This stems from me Downloading a video game through my psn account, the game caused my ps3 to crash everytime I played it. I spoke with customer service and followed all their steps, including uninstalling and reinstalling the game but it continued to crash my system. I asked for a refund but was told she "wasn't able to process" one and all sales were final.    I disputed the charges on my credit card and now my account has been suspended.    I have gravitated towards sony products all my life, owning a vaio computer, sony tv, PS1-3, but I am so put off by a complete lack of concern or willingness to help a lifetime customer that I will not be purchasing anymore sony products with such a glarring (yet simple to fix) problem such as customer service  I straightforwardly told the superviser they were going to lose an avid customer they have had since I was 15 and I was told they couldn't help me.  This, over a $29 broken game.  Terrible way to treat loyal customers.

Answer 1

Wow. It is amazing to see how many people are having the same issue as me. I just got hung up by a Sony Customer relations representative right after she raised her voice and said I'm rude. I have been in the customer service business for 20 years so I understand SOME customers can be unreasonable and upset, and I have been on the receiving side many times. That's why I try to be as nice as possible over the phone as it is not their fault I have a lemon 4K X900 Tv. However when they are rude and raise their voice it becomes personal.
I've been dealing with this TV for a while. First it doesn't stream Netflix in 4K although it is a 4K TV. Then I found out none of the HDMI ports on the Tv support 4K either right after I spent $700 on a 4K media player. So they sent someone I helped him unmount the Tv, replaced the board and mounted the Tv back. The latest issue is extreme overheating that I can't watch my TV for more than an hour before it shutting down or freezing.
Anyways after almost 3 months of runarounds and phone calls and emails someone called me and said they don't have the part and they will replace my TV. Cool. The next day someone else called and said oops sorry we don't have a comparable TV and the escalated the issue to the customer relations. She finally called today and said there is nothing they can do and their best offer is giving me my money back. I don't want the money just fix my TV or replace it with a new one. My other option was to pay them another $1500 so they can send me a 55" TV. And then she started talking to her coworkers in Indian thinking she hung up on me but I could hear everything and not understanding it.