The Isle of Perspicuity

I had an issue with a Sony MemoryStick Pro Duo recently, and Sony provided excellent non-service thru their website. I wish to express my non-gratitude by telling the world what a wonderful job they didn’t do, how they really went out of their way to be of no help at all. I wish I could say that online customer service of this caliber is rare, but unfortunately it is not.

Without further ado, I will let my email correspondence (which followed an equally frustrating online technical support chat with another, equally useless tech-bot) speak for itself. Notice how detailed my description of my issue is in comparison with how brief – and completely useless – the response I received was:

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My Description of the Issue:

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I purchased the PSP-3001XMS/98896 Limited Edition Ratchet and Clank Entertainment Pack, which comes with the MS-MT1G MemoryStick PRO Duo Mark2 memory stick from Sony. I promptly purchased an 8GB Memory Stick and used that instead of the MS-MT1G that came with the PSP-3001, leaving the original Memory Stick inside the PSP packaging because I did not need it at the time.

I have since taken it out and tried to use it in two Sony digital cameras I own, the DSC-W50 and the DSC-M2. Both of these gave me an error message: "C:13:01 memory stick error".

I then tried to put it into my PSP and hook it up to my laptop via USB, the PSP says "There is no Memory Stick inserted". When I insert it into the card readers on both of my HP Pavilion dv6000 laptops, it comes up on "My Computer" as drive F, and says it’s a "Memory Stick Pro", complete with the "MagicGate" symbol on it’s icon, but when I try to access the drive, it says "Please insert a disk into MemoryStick Pro (F:), and I cannot format the memory stick at all.

I would like to send this obviously defective MemoryStick PRO back to you and get a replacement. It has never been used, I purchased it less than 5 months ago at Best Buy (and they have since closed their doors and gone out of business), and it does not work, as far as I know it has NEVER worked (for me at least, not since I broke the seal on the PSP box). How can we work together to get this issue addressed?

I only want what I am entitled to: a working MemoryStick PRO Duo 1GB (MS-MT1G) memory stick which I was supposed to have when I bought my PSP-3001XMS/98896 Entertainment Pack. (Which I LOVE, by the way, I have used it every day since I purchased it, and I use it every night to listen to Audio Books while I fall asleep at night. GREAT product!)

Roger Marquis
707.313.5369 msg
707.363-XXXX cell
rogermarquis@sbcglobal.net
www.rogermarquis.com
www.winecountrywebs.com

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As you can see, I was very clear and detailed in regards to my issue.

This is the first automated response I got:

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Auto-Response
05/09/2009 09:35 PM

Thank you for contacting Sony Computer Entertainment America (SCEA).
You have received this auto-acknowledgement to confirm that we received your message. We will respond to your message within 24 - 48 hours. We appreciate your patience. We have also Included helpful service links and information that may be of immediate assistance to you.
Getting your system repaired/exchanged using the Internet
———————————————————————–
If you are experiencing the following issues with your product, you will most likely need to have it replaced or serviced:
- Not getting any power
- None of your games or movies load or play
- System freezes or locks up at the main menu or XMB screen
- Cracked or damaged LCD screen on PSP portable
You can fill out our Online Service Request form by visiting https://service1.us.playstation.com and process your own service request quickly and easily using a computer. [This service is currently open for U.S. residents ONLY. Other restrictions apply. Please see the Online Service Request page for additional details.]
Additional Troubleshooting
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We have also included links to our Knowledge Center Articles on some of our most commonly searched troubleshooting issues:
PLAYSTATION(R)3 computer entertainment system
- How to Restore Default Settings:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=278
- HDMI Picture & Sound Troubleshooting:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=262
- Wireless Network Troubleshooting:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=280
- Wired (Ethernet) Troubleshooting:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=285
- Firewall & Port Numbers for Online Gaming:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=241
PSP(R) portable entertainment system
- Setting up Infrastructure Mode:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=460
- Transferring Files from PC to PSP:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=474
- Updating System Software:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=265
- Browsing the Internet:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=80
PlayStation(R)Network
Recovering PlayStation Network Password:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=492

Question Reference #090509-000847

Product Level 1:
PSP system

Category Level 1:
Photos

Date Created:
05/09/2009 09:35 PM

Updated:
05/10/2009 03:22 PM

Status:
Closed           

First Name:
Roger

Last Name:
Marquis

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Closed? They provided no help and the status is CLOSED? The information they provided via auto-response had nothing to do whatsoever with my issue. Ok, so what did I expect? It was an Auto-Response, after all. The NEXT email should contain some sort of intelligent and helpful response, right?

The second response I got, the one that was not supposed to be automated:

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From: PlayStation Consumer Services

Sent: Sunday, May 10, 2009 3:22 PM

To: rogermarquis@sbcglobal.net

Subject: I purchased the PSP-3001XMS/98896 Limited Edition Ratchet and Clank Entertain… [Incident: 090509-000847]

Discussion Thread

Response (Julio B.)
05/10/2009 03:22 PM

Hello Roger,
We apologize for any inconvenience you are experiencing with the Memory card.
The following Knowledge Center articles may help resolve your problem:
Article Title: Troubleshooting Memory Stick Duo
Article Link: http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=1128&p_created=1216329993
Article Title: Compatible Memory Sticks
Article Link: http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=834&p_created=1199317222
For further assistance with your memory card please contact our support line at 1-800-222-7669 for all other Sony products.
Regards,
Julio B.

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Now, I’m not sure who Julio B. is, but I’m pretty sure that he’s a Bot, and I’m also pretty sure he didn’t bother to read my email at all.

The first article he sent me dealt with troubleshooting issues with my PSP not reading any memory cards, not the Sony-branded memory card I was having an issue with. It did not address the fact that 2 Sony cameras, 2 HP Pavilion laptops AND my PSP could not read the card at all. It wanted me to send my PSP in for service, when I clearly stated that the issue was not with my PSP but with the defective MemoryStick that was included WITH the PSP.

The second article deals with problems using memory cards OTHER than ‘Official Sony’ memory cards, and their compatibility with the PSP, and does NOT address the clearly stated fact that the card I was having problems with WAS an ‘Official Sony’ branded card, came in an ‘Official Sony’ branded PSP bundle, and was therefore manufactured and distributed by Sony, and should be compatible with ANY electronic device that takes that style of card, especially two Sony cameras and a Sony PSP!

I have ranted and raved about the issue of crappy customer service provided online before, in an earlier article entitled Is ATT Listening? This is an issue that permeates the entire online ‘technical support’ and ‘customer service’ culture, and is all too often found in the telephone ‘technical support’ and ‘customer service’ culture as well.

I am now about to get on my phone and see if I can get some help from Sony, wish me luck.