PlayStation digital refund policy in spotlight on BBC's Watchdog tonight


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By Tom Phillips Published 28/05/2015

Sony Computer Entertainment Europe's digital refund policy will be the focus of a BBC Watchdog investigation, to be broadcast tonight.

The report - set to air during this evening's show on BBC One at 8pm - was sparked by a customer that took the company to task for refusing to refund a purchase made after his account had been acknowledged as stolen.

SCEE's policy on digital refunds is clear - there are none unless content is found to be defective.

Indeed, its "no refunds" clause is a common approach amongst most downloadable platforms.

But companies have been known to bend these rules when customers have evidence that purchases were made after their accounts had been compromised.

And in the case in question, UK PlayStation 4 owner John Lappin was able to provide evidence to Sony that this was the case.

As charted in an ongoing thread on rllmukforum, Lappin noticed that a

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Please post the news excerpt and source for those who cannot read at work.

OP Updated

you can hear annie frothing at the mouth ready to tear SCEE a new one over this lol

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Meh, he went to the media and the media decided to pick it up. Sony will probably refund him now and add in a bit extra for him. and promise to change their routines and not do anything untill someone else is in the news. it's the way of the world. 

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Tuning in now. One thing that stinks is all the crap surrounding digital purchases. In a world where we kept getting told digital is the future, as it stands its not a future I welcome.

 

Sony need to introduce 2 step authentication. Adding Paypal isn't enough.

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unfortunately adding two factor auth will only give them an excuse to give the finger to anyone who gets hacked and didn't use it,even though the users security was well within the limits and sony's security was at fault for the hack. 

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unfortunately adding two factor auth will only give them an excuse to give the finger to anyone who gets hacked and didn't use it,even though the users security was well within the limits and sony's security was at fault for the hack. 

 

Well as long as it's not a hack at their end then it is up to users to keep their details safe, and computers clean of viruses. It would really just go back to a case by case basis with evidence. 2 factor should be added regardless so that those who want to use it can. It does help.

 

Watchdog was disappointing, they mentioned it once or twice but didn't really dedicate any time to it or investigate.

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unfortunately adding two factor auth will only give them an excuse to give the finger to anyone who gets hacked and didn't use it,even though the users security was well within the limits and sony's security was at fault for the hack. 

but iam sure those users who have a psn account will have 2factor setup on there precious twitter and facebook accounts, so yeah sony should introduce 2FA on PSN and SEN

 

in cases where the psn user has the account er "hacked" they should refund any purchases that are made on a device that is not native to the account, they know how to spot fishy activity on an account

so he shouldent have had to goto the media over this even

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Well as long as it's not a hack at their end then it is up to users to keep their details safe, and computers clean of viruses. It would really just go back to a case by case basis with evidence. 2 factor should be added regardless so that those who want to use it can. It does help.

 

Watchdog was disappointing, they mentioned it once or twice but didn't really dedicate any time to it or investigate.

they didnt really need to, as long as they made sony pay back what was owed it was a win for them. there would have been an uproar had 1000's contacted watchdog over this,

 just a shame they dont deal with all those amazon logistics complaints that they get, Watchdog just like to cherry pick issues that they feel will get viewers in.

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