Historically, the @AskPlayStation account was a pretty good way to get support with various platform issues, with a representative usually responding promptly when queried for help. Beginning from 1st August, however, this service will be abandoned, with the company directing you towards its support website instead. It also has various self-help resources and tutorial videos.
“Starting 1st August, one-to-one PlayStation Support via Twitter will no longer be available,” a statement said. No reason has been given for the change, although it’s probably safe to assume this was a pretty resource intensive practice – especially given the scale of PlayStation’s audience and the sheer number of potential problems that can arise.
Of course, a reduction in contact options is never a good thing, and we just hope that Sony will reinvest the costs it’s saving into its various other customer service options. Have you ever used @AskPlayStation and will you miss its availability? Drop a question in the comments section below.
Probably got hounded with trolls and threatening messages, best way to do it is set up a chat option on their website
I have a really weird glitch that has happened to me recently. I upgraded to ps plus premium for 10 days (the amount of time left on my plan). I decided on day nine to downgrade to extra and made the change. My plan never renewed. I’ve been placed into some weird tier called ps plus gifting tier_30 7 days.
I can play ps plus extra games and can download more (maybe premium too, haven’t tried) but I can’t play or download essential games and my whole library of free games is unavailable due to my sub being expired. In some places it says my sub is expired and in other it says active.
Ask PlayStation wasn’t helpful but pushed me to live chat support. No one can give me any answers and they apparently can’t cancel my sub (so I can renew correctly). I’m not having to pay for the extra games right now which sounds nice but I have the money needed in my ps wallet and I just want my sub to go back to normal. And I can’t add Crash 4 to my library. It’s been almost 3 weeks 😔
Any time I asked for support on Twitter I was ignored while I always received a response when sending an email.
Not gonna miss it.
Likely for the best. Other than bots and trolls, most issues with PlayStation are best served on their website considering the questions they'd need to ask to help would be too private to keep in twitter DMs.
Well playstation support are a load of crap. Since the new PS plus, Team Sonic Racing which I claimed through March plus but had previously tried through now, is now locked out. They responded once to say its been passed on but I have had no reply even after chasing 3 times.
SONY's support service always sucked like their refund service! There isn't an automated system!! ***** them!
PlayStation support is absolute trash. Sent in my PS5 for repairs here in Germany about 10 weeks ago and they've not sent it back. They don't want to replace the lost console and keep drawing the situation out but saying that the only thing they can do is pass it on to the responsible department. Horror situation and absolutely disgraceful from Sony. One of the worst customer service situations I've experienced in my life.
Just what PlayStation needs - even less communication and problem solving.
After all, it only took them almost two months since the launch of the new Plus to fix the service-wide, worldwide DLC issue. They're on top of their game man, they don't need those pesky consumers telling them when their stuff's falling apart.
@BRT15 What do you mean by lost console?
When I've had problems in the past, I found the email support to be like 20 times more helpful than the support on Twitter. So this is fine with me.
Sony must have finally realized that Twitter is a cesspool.
@Gaia093 what DLC issue? This is the first I'm hearing of it.
@dschons they have no idea where my console is
@Milktastrophe The only problem with DLC I'm aware of is that you can't use any DLC when streaming games. As far as I know it's always been that way with PS Now.
Never heard of anything else and I follow PS news pretty closely.
PlayStation has the worst customer service I've ever encountered.
Twitter has been my go to for help lately. Not sure if I've used ask PlayStation but I have always found it odd that @PlaystationPlus isn't a thing considering how much money Sony charges for it. I mean sure someone set up the name in June 2010 but Sony could have bought it or something.
I've never used it myself so I'm not bothered at all with this. I hope the folks that did use it (in a respectful way) find a suitable replacement for it.
Unfortunate because the support site isn’t the best when you need a quick turnaround with support.
@Voltan Until ~two days ago DLC was impossible to use for Extra games that included it as a separate download, such as Spider-Man GOTY or Control Ultimate Edition. US and some Asian countries had unofficial workarounds but everyone else in the world was out of luck.
The issue existed and kept being reported by users since the service first launched on May 24th. It's no wonder you didn't hear of it by "following PS news" because every site did a terrible job of informing of it - even when some did, they pretended as though the aforementioned workaround was for everybody, further sweeping things under the rug.
In short, you'd actually have to be playing those games to know, not just reading news. Either that, or frequenting some place where the topic was common, such as the subreddit for PS Plus.
If you want help, go to reddit, way better.
Was this ever active? At least in Portugal, Playstation has one of the worst costumer support I've ever seen.
If you want to get customer support from Sony, don’t have issues. Lol.
Seriously, Sony’s customer service does everything it can to avoid taking any responsibility for anything and everything it can to avoid assisting their customers. It’s a good thing they’ve got great hardware and software.
I'm kind of surprised they ever had this at all. Seems like a terrible way to provide support. OTOH, whenever I see something like this it feels like a company is just trying to keep people funneled into the same phone loop that never goes anywhere to ensure only the minimum expense on support is spent. For most companies "please open a ticket on our support site" is usually corporatesese for "please go eff yourself."
I've never needed Sony support, thankfully, but I've never heard a good thing said about it.
If I ever have issues I just call them. 🤷🏻♂️
I used it in the horrendous Cold if Steel 4 preorders not working bizarre situation but never got a response. However, this was a major issue so I get why they wouldn't reply.
Just another way to further distance communication with its audience. Corporate BS 101.
I guess i was lucky here in the Netherlands but that was a few years ago. I think its was with the PS3 and some DLC codes for PS4 thet where nice and helpfull maybe i was lucky.
Reddit is the best way to do it, their representatives are not good at all.
Most bizarre thing I've heard lol...everytime I reach out there always there to help me...not saying that all people will get responded via twitter (I mean can you imagine the amount of problems they get?)..Still it's a kick in the teeth for people that go to them and get replys etc...
@Jammsbro so you can get a bunch of replies of people telling you they can't do anything about it and you need to contact support? Lol
@Milktastrophe Almost every single thing I've asked on reddit has been answered, usually within an hour. And my problem has been solved.
@somnambulance "It’s a good thing they’ve got great hardware and software"
Oof. Tell that to the poor people who been dealing with overheating Xperia 1 phones.
They were useless anyways imo, good riddance to them!
And also people saying that they got help elsewhere. Really? So you gave away your account details to a complete stranger?
There's a few scammers on there
You can add it to your library by going onto the website.
I'm still waiting for a reply by email. They're useless when it comes to customer support
@zhoont agree. They're useless. They'll take your money quick enough though
@Mikey856 and how much does that cost?
yes exactly the same for me. Never encountered any issues with Playstation and always super friendly and helpful. It probably differs per country.
@Steve30000 Yeah...I feel like the only reason why I got responses to my emails is because I live in a small country so the local support team can easily handle the requests.
I spent probably 6 months chasing up my PS5 VR adapter and achieved nothing.......still adapterless.
Well at least I got a response from twitter unlike the phone lines (admittedly it was all during covid which may have played a factor)
That twitter account was useless. They just redirect you to the support page so all that is happening now is Sony cutting out the middle man.
@Steve30000 it doesn’t work because it thinks my sub has expired. I tried doing that and thought it worked but I ended up getting charged full price for the game. I had to get a refund 😅
Really frustrated by it all
@TommyNL But lets hope we never have to send my PS5 in my PS3 was replaced without any issue and it was 2,5 years old. Wie weet hebben gewoon mazzel hier in Nederland. 😉
@Steve30000 nowt it just uses my free minutes
@Uncharted2007 twitter is an cesspool thats a fact. But removing a option to reach out to support while not adding a better way and just counting on there old ways sound very ...... anti consumer. They didnt need to remove it but decided so without putting anything extra in place elsewhere. Sounds like a cop out to me.
@Gh05tm4ch1n3 Unless social media is your business's platform, it should never be a customer service option. Sony doesn't need to add more customer service options, they need to improve customer communication and turn around time on the traditional methods. They need to learn to set proper expectations as well.
@Uncharted2007 again id fully agree except the fact reaching there support team was hard already and slow to get answer from. Removing options makes it all the much harder. Lots of companies use social media platforms for there support twitter, facebook, twitch hell even instagram.
@Gh05tm4ch1n3 And they're all stupid for doing so. Social media is a cancer.
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