Now due to a programming oversight (and for that matter, there is a control check issue if the system allows someone to add an item and then remove it at will) they've lost a customer. Had the store included a "remove" button even if an item is not found, or just automatically remove/ignore any invalid item, it would be easy. Now my cart has an item with id that is not found in the store database, so it doesn't know how to handle it. Essentially each item in the store has an id, someone released this item, I added it to my cart, he removed the item (for whatever reason) before I could check out. It's obviously a problem at the system side, something that the system wasn't programmed to handle since no one anticipated it. The agents cannot see my cart at all (so obviously they can't remove any invalid item for me) and they went down the problem determination path of assuming I am having network issues. The only solution they offered is stay tuned to their forum!!! Doesn't matter that the customer will never be able to purchase anything from the psn store ever again due to their system bug. I've been pressing them for like an hour about escalation (surely someone must know someone, the helpdesk manager must have a means to communicate upwards) to no avail, the problem just gets abandoned at the helpdesk. Apparently if a problem cannot be handled by the helpdesk (or the helpdesk has no authority to take action), the case just gets closed there. And unbelievably there is no one they can escalate to. Finally gotten the live chat going and spent 2 hours with the agents (sure glad I am not using the phone), there is nothing the agents (plural) can do.
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