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I need some advice around the Consumer Protection Act and how it applies to the Playstation Store. I need to know if I can take any action.
Here's what happened.
A few nights ago I logged into the Playstation Store and browsed to PS+ to see what the free games for the month are. I very occasionally browse them and have never actually downloaded one before as they typically seem to be useless. I noticed Fortnite and it seemed interesting. I clicked on it, watched the video and it basically says "If you're a Playstation Plus member, you can download this exclusive item and keep it forever...." so I thought great I'll give this one a shot. I started the download. I went to sleep and left it to download over night.
The next day my 8 year old son got home from school and turned on the PS, noticing the new game he went in. I was not near him and I had no idea what he clicked on etc as I hadn't even launched the game yet myself, after he played for a bit he went to his classes. I was working and my phone was on silent, i finished what I was doing and I looked at my phone and noticed an SMS saying that R1199.50 was transacted on my Credit card and saw the gmail notification which I went into immediately. I saw that this transaction was for a Fortnite - Limited Edition Founder’s Pack (Game Pack). I got home and immediately deleted the game and went onto Playstation to log a refund request.
The answer I received was as follows:
"Thanks for your email about Founders Pack.
As you might know, the content purchased is additional downloadable content (DLC) which expands the base game experience. In this case, the DLC has been provided for use with Fortnite and was activated when it was downloaded. Because of this, we can't offer a refund on this occasion. For future reference, you'll find details of our cancellation and refund policy at http://bit.ly/PS_Cancellation_Policy...."
My face turned red!!
I replied saying that I cannot accept this, it is unethical and we have a CPA here with 14 days etc.. (I deleted the game around an hour after the transaction went off)
I received another response which then says that I need to get in touch with Epic games and see if they can delete it from my account then PS will refund.
I followed the link they sent to me which directs you to Epic Games. On Epic games site there are no contact details (phone, email, chat) only a support page. On the support page refund on PSN sends you back to PS' website however if you select refund from a purchase on Epic games then there is a refund form which can be filled in. So I filled this in since this is the only method of getting a message to them. I've received nothing, not even an acknowledgment saying that they have received a request.
As with most ordeals, I didn't read the user agreement when I bought the PS, however it turns out that PS really cop out on a lot. This agreement confuses me, simply put, but what annoys me is that they get around their liability by adding a clause saying that the parent/guardian is liable for the cost if a child makes the purchase.
Fine even if I was forced to accept this, my children know very well that they not allowed to click or go into the PS store and they have never done so. The difference is that this was something was clicked on from WITHIN A GAME. to me this is completely deceitful and tantamount to theft.
I've attached a Pic of the PS+ screen as it's still available and prob will be until the end of the month.
TIA
Naz
I need some advice around the Consumer Protection Act and how it applies to the Playstation Store. I need to know if I can take any action.
Here's what happened.
A few nights ago I logged into the Playstation Store and browsed to PS+ to see what the free games for the month are. I very occasionally browse them and have never actually downloaded one before as they typically seem to be useless. I noticed Fortnite and it seemed interesting. I clicked on it, watched the video and it basically says "If you're a Playstation Plus member, you can download this exclusive item and keep it forever...." so I thought great I'll give this one a shot. I started the download. I went to sleep and left it to download over night.
The next day my 8 year old son got home from school and turned on the PS, noticing the new game he went in. I was not near him and I had no idea what he clicked on etc as I hadn't even launched the game yet myself, after he played for a bit he went to his classes. I was working and my phone was on silent, i finished what I was doing and I looked at my phone and noticed an SMS saying that R1199.50 was transacted on my Credit card and saw the gmail notification which I went into immediately. I saw that this transaction was for a Fortnite - Limited Edition Founder’s Pack (Game Pack). I got home and immediately deleted the game and went onto Playstation to log a refund request.
The answer I received was as follows:
"Thanks for your email about Founders Pack.
As you might know, the content purchased is additional downloadable content (DLC) which expands the base game experience. In this case, the DLC has been provided for use with Fortnite and was activated when it was downloaded. Because of this, we can't offer a refund on this occasion. For future reference, you'll find details of our cancellation and refund policy at http://bit.ly/PS_Cancellation_Policy...."
My face turned red!!
I replied saying that I cannot accept this, it is unethical and we have a CPA here with 14 days etc.. (I deleted the game around an hour after the transaction went off)
I received another response which then says that I need to get in touch with Epic games and see if they can delete it from my account then PS will refund.
I followed the link they sent to me which directs you to Epic Games. On Epic games site there are no contact details (phone, email, chat) only a support page. On the support page refund on PSN sends you back to PS' website however if you select refund from a purchase on Epic games then there is a refund form which can be filled in. So I filled this in since this is the only method of getting a message to them. I've received nothing, not even an acknowledgment saying that they have received a request.
As with most ordeals, I didn't read the user agreement when I bought the PS, however it turns out that PS really cop out on a lot. This agreement confuses me, simply put, but what annoys me is that they get around their liability by adding a clause saying that the parent/guardian is liable for the cost if a child makes the purchase.
Fine even if I was forced to accept this, my children know very well that they not allowed to click or go into the PS store and they have never done so. The difference is that this was something was clicked on from WITHIN A GAME. to me this is completely deceitful and tantamount to theft.
I've attached a Pic of the PS+ screen as it's still available and prob will be until the end of the month.
TIA
Naz
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