Complaint Review: Sony Online Entertainment

I am writing this to report Sony Online Entertainment and their online game called "Star Wars Galaxies".

I have been on the game since before it went live (beta tester) and at first it was great. While in beta testing there were alot of problems and bugs which is understandable because that's why it's in beta. On June 26th 2003 it went "live" meaning the software was put in the stores and sold so people could sign up and play. I bought the software and paid my $15.00 to get on.

Well right away the problems started. Game servers crashing, login servers not working, half the items in the game either not working or not working properly, etc.

They are almost daily putting up "patches" to fix problems which just creates new problems...a neverending cycle. The servers are down almost daily and sometimes several times daily especially lately. This weekend the server I play on has been down 2/3 of the time.

They have so-called Customer Service Reps who are supposed to help out customers with problems. You have to use a "ticket" system to get help but when you can't log in it's useless. When you can log in and submit a ticket they never answer it.

What I'm reporting is that they have a very indifferent attitude towards customers who complain about not being able to play the game and they say the won't refund your money when you cancel because you can't get into the game. They just say "if you don't like it then cancel".

I feel it is a big ripoff and it should be looked into.

Bill
Arlington, Texas
U.S.A.