The video game industry has been pushing preorders on everyone for years, sometimes offering incentives for ordering early like extra content or skins. In the case of NHL15, Electronic Arts offered a $15 Ultimate Team incentive. After digitally purchasing Madden 15 - the first Madden in years for me - and with the lack of any hockey games on the PS4, I decided to preorder NHL 15 digitally.
Then news broke that NHL 15 was a shell of its previous versions (and has since been shown to be an early access title at full retail price). I wanted out at this point, so I searched for a way to cancel digital preorders. To do so, you needed to contact customer support which I did via chat. The agent couldn’t help me directly but created a request for another team to review and stated that they couldn’t guarantee that I’d get a refund.
A few days later, I received an email from Sony stating that I would get a refund but with the cavet that it was a “a one time gesture of goodwill”. Why is canceling an order a one time thing? Why can’t we just say “thanks but I changed my mind”?
Sony, your store needs some work as do your policies for how to handle simple transactions.