Sony Store Sent Wrong Quantity PS4

I recently (on Dec 26th) purchased two Sony PS4 from Sony online store (https://store.sony.com.au) in a single order. The oder was paid using PayPal.

When I received the package delivered on Dec 28th, package had only one PS4 within it. The courier was delivered via DHL, and there were no signs of theft. As a standard procedure, I have taken the photos of the package before opening and after opening.

Initially I was thinking that Sony would send the second PS4 via another shipment, until I found the note inside the box mentioning quantity as 2.

I have complained to Sony on 28th, and they said they would revert back once they investigate. Since then they haven't called or emailed anything back. I tried contacting their online chat, and as per the online chat, they are still investigating with their warehouse team. As of now there is no timeline given for resolution.

I am travelling overseas in 4 weeks, and want to carry these PS4 to as gift to my family. Is there anything I could do to to ensure I get my second PS4 before my travel?

edit: I live in NSW.

edit/update 2: I just now got an email from SONY (Strange to see they emailed on a weekend at midnight). They would be sending the second PS4 next week. Thanks all for your comments. I agree that I went on to a panic mode unnecessarily.

Related Stores

Sony Australia
Sony Australia

Comments

  • +2 votes

    Assume the delay is due to Xmas / staff being off. 4 weeks is plenty of time, I expect you will have this resolved by end of next week.

  • +2 votes

    You could prepare to do a chargeback via Paypal (https://www.paypal.com/au/smarthelp/article/faq2045) . But like gaz above says give them a chance to get everyone back to work on the 7th.

  • +1 vote

    Staff should be back by Monday if not the following Monday. Just keep in contact with them once a week. Lucky you didn't sign for it. If you had signed for it and then realised there was only 1 item. I think the onus is back on you. No one ever checks to see if the items are correct when the courier comes either before you sign. But you should just for this reason.

    • +2 votes

      I thought signing was to indicate you have received the item, not necessary quantity etc.

    •  

      there is no way a courier would let you unbox to check quantity before signing, they hardly have time to ring the doorbell.

      •  

        I know that is the issue. I also don't like not being home when they deliver. Today I got a message that they were in the area to drop off item. Could message them to leave it. Indicated for them to leave behind the pillar. So no one could see it. Get home. Its on the dam front door. So what happens if it wasn't there. $250 gone like that.

      • +1 vote

        It's pretty cheap nowadays to have a security cam at the front door. Sign for the the parcel then open it up in front of the camera and you have some pretty solid evidence for when something isn't right

    • +1 vote

      Correct course of action, items werent delivered

        • +1 vote

          sony could just say there is no error.

          They could, but they haven't. Mistakes happen and it's often good to give them an opportunity to fix the issue. Sometimes retailers recognise screwups on their end and provide some compensation as goodwill.

          As you've said:

          paypal and credit card reversals are sometimes the last resort.

  • +2 votes

    As Dedbny mentioned try again on Monday when people will be back from holidays.

    Make sure the console will work in the overseas countries as voltage and adaptors may be problematic.

    • -1 vote

      I found that SONY PS4 is not region locked. I won't be buying any games here to avoid region lock in games or in DLC.

  •  

    Obviously keep packaging as it may show weight of item.

  •  

    Having dealt with the Sony Aus store I can tell you your 4 week time frame to resolve is out of the question.

    You will probably get your money back at some stage - but they will make you earn it back in time spent emailing and calling them. Take names and record conversations you will need it.

  •  

    Ask Sony that if you can pick up from store.

  • +3 votes

    i'm sure they will revert after they do the needful

  • +2 votes

    I got the PS4 pro plus Spiderman from Sony Online store. Was a bit worried as Spiderman showed up and the package had package 2 of 2 on it plus tracking showed they were sent at the same time. I just waited and the PS4 pro arrived a couple of days later.

    You might be in a similar situation where they are shipping them separately. Doesn't make much sense but could be why

  • -1 vote

    Go to a Sony shop in person?

  • +1 vote

    Is there anything I could do to to ensure I get my second PS4 before my travel?

    Call them, in a few days, to check progress. Explain to them your need to have it before you travel in 4 weeks.
    If not resolved in 2 weeks (or if they go against you and blame you), you could do paypal dispute, you have photos to back up your story, so PayPal should side with you and issue refund (possibly for the full amount of 2, if in same paypal transaction).
    As others have mentioned, ppl are off over xmas and new yrs, give them a chance to sort it out. If they don't sort it out to your satisfaction, make PayPal claim. If that fails, make chargeback claim with your bank (which will almost certainly give you money back, but PayPal will be forced by the bank to give refund, and PayPal probably won't like this, may ban/restrict your PayPal account).

  •  

    What was the resolution with this?

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