Dharwin P (13/11/2020, 12:27:07): Welcome to Sony Malaysia Web Chat
How may I help you today?
Me (13/11/2020, 12:27:12): Dear Sony
Me (13/11/2020, 12:27:25): Hi there, thanks for the messages
Me (13/11/2020, 12:27:48): I made my pre-order on sony online store on 12th November 2020, and managed to make my payment at 12.01am
Me (13/11/2020, 12:27:58): just now I received a phone call claiming to be part of your team
Me (13/11/2020, 12:28:30): saying that they have to cancel my pre-order due to system glitches that causes over-committed PS5 order
Me (13/11/2020, 12:28:56): Why are you guys cancelling my order when I actually made my purchases way before than the people who queue at the retail store??!!!
Me (13/11/2020, 12:28:59): what is going on there?!!
Me (13/11/2020, 12:29:04): It doesnt fair to me at all!
Me (13/11/2020, 12:29:10): I need a clarification on this issue
Dharwin P (13/11/2020, 12:29:33): May I know where did you placed your order? Was it from our Sony Store or from our Sony Online store?
Me (13/11/2020, 12:29:45): From Sony Online Store
Me (13/11/2020, 12:29:49): I give you my order ID
Me (13/11/2020, 12:29:57): (Censored)
Dharwin P (13/11/2020, 12:30:38): Okay. We apologize for inconvenience caused to you. Due to overwhelming response, the pre order stock was sold out in our Online Store within a minute.
Me (13/11/2020, 12:31:11): I understand the pre order stock was sold out within a minute, but I was managed to secure an unit and made my payment in time!
Dharwin P (13/11/2020, 12:31:22): For some customers, there was a system glitch that happen where payment were received even when there is no stock.
Me (13/11/2020, 12:31:52): Then why are you guys cancelling the online pre-order instead of cancelling the retail pre-order?
Me (13/11/2020, 12:32:08): That's the error from Sony part, why customer have to suffer?
Dharwin P (13/11/2020, 12:32:39): We are unable to do Mr Lim. The stocks were allocated to our Stores and also dealers. All the channels has own stocks. Once it has been sold out, the rest of the order has to be cancelled.
Dharwin P (13/11/2020, 12:33:08): That is the reason now, we are providing refund to the customer who has made the payment but failed to get pre-order.
Me (13/11/2020, 12:33:22): This is so unfair to everyone of us...............
Me (13/11/2020, 12:33:28): There are a lot of scalpers our there!
Me (13/11/2020, 12:33:41): And I don understand why there are so many units allocated to Sony Store in The Curve!
Me (13/11/2020, 12:34:03): This is obviously an act of Anti-Customer
Dharwin P (13/11/2020, 12:34:11): It is our Official Store. Hence, we have to allocate more units to our Stores.
Me (13/11/2020, 12:34:37): Are there going to have 2nd wave of pre-order?
Me (13/11/2020, 12:36:06): Pre-order the earliest, but gt cancelled, what kind of logic is this?
Dharwin P (13/11/2020, 12:37:27): At the moment, we do not have the tentative information on the 2nd batch of the unit yet. Please do stay active in our Sony Malaysia website and Facebook page.
Dharwin P (13/11/2020, 12:37:36): Announcements will be made there.
Me (13/11/2020, 12:37:55): just now
Me (13/11/2020, 12:38:11): the customer representative actually told me instead of refund
Me (13/11/2020, 12:38:15): I can wait for second batches
Me (13/11/2020, 12:38:25): Izzit possible for you cancel the process of refunding?
Me (13/11/2020, 12:38:31): I can wait for second batch.
Dharwin P (13/11/2020, 12:39:02): Okay, allow me to check on this. Please wait for a moment,
Dharwin P (13/11/2020, 12:44:05): Thank you for waiting Mr Lim.
Me (13/11/2020, 12:44:22): Okay
Dharwin P (13/11/2020, 12:45:59): If you would like wait for the 2nd batch, we would suggest you to liaise with our Sony Store representative. They will do further arrangements for you.
Dharwin P (13/11/2020, 12:46:11): From our side, we only can do cancellation and refund.
Me (13/11/2020, 12:47:00): But just now the person told me able to reserve for 2nd batch?
Me (13/11/2020, 12:47:56): my god sony, this is all a freaking mass! Do you have any idea how many person out there is complaining about this Pre-Order cancellation issue already?
Dharwin P (13/11/2020, 12:48:36): We did receive lots of inquiry on this issue Mr Lim. We truly apologize for the inconvenience caused.
Me (13/11/2020, 12:48:42): This issue is caused by Sony, Sony have the responsibility to solve this issue, why customer ended up the 1 bear the responsibility?!
Dharwin P (13/11/2020, 12:49:13): We are trying to sort things out by either providing refund or as our store representative told, you can wait for the 2nd batch.
Dharwin P (13/11/2020, 12:49:43): We surely did not expect a system glitch to happened. This was due to overwhelming traffic in our websites.
Dharwin P (13/11/2020, 12:50:19): You can call the same number again to make the arrangements.
Me (13/11/2020, 12:50:28): The same number is not reachable at all
Dharwin P (13/11/2020, 12:51:08): Okay, you can call our store,

03-2166 1882 or 03-7725 8546.
Dharwin P (13/11/2020, 12:51:25): Did they mentioned they call from which store? Sony Store  the Curve or KLCC?
Me (13/11/2020, 12:53:06): They didn't mention at all.
Me (13/11/2020, 12:53:12): but
Me (13/11/2020, 12:53:16): 03-7725 8546
Me (13/11/2020, 12:53:19): This is where they call me
Me (13/11/2020, 12:53:29): I mean this is the number calling me
Me (13/11/2020, 12:53:37): It's the curve or KLCC branch?
Dharwin P (13/11/2020, 12:55:09): This is from Sony Store the Curve.
Me (13/11/2020, 12:56:00): Which means Sony The Curve is the store that responsible for all these?!
Me (13/11/2020, 12:56:20): Cancelling the Online Pre-order is their idea?
Dharwin P (13/11/2020, 12:57:22): Not really Mr. Lim. They are just contacting customer who has their orders cancelled and informing them
Me (13/11/2020, 12:58:04): Don't you think it sounds fishy ? They were allocated with most units, and they also responsible for cancelling the online pre-order?
Me (13/11/2020, 12:58:27): Ask them to cancel the freaking pre-order from the store!
Me (13/11/2020, 12:59:11): Glitches or not, is Sony's responsibility as I mentioned above, no way for the customer to suffer due to mistake by Sony!
Me (13/11/2020, 12:59:53): how are you going to deny this? Don treat us like a fool, everything sounds so fishy right now!
Me (13/11/2020, 13:00:36): There are many forumer on lowyat claiming they still able to secure Pre-Order First Batch unit by the time they reach The Curve at 7PM night!
Dharwin P (13/11/2020, 13:00:50): I'm sorry Mr. Lim, they are unable to cancel their Pre-order as other customer has paid for the unit by walking in to the store. Also, we are cancelling the order because, we have received your payment but there is no unit to deliver to you. That is the reason why we are cancelling it.
Me (13/11/2020, 13:01:27): Based on my remark above, can you imagine how many units is being allocated to The Curve Sony Store?
Me (13/11/2020, 13:01:44): Paid for the unit by walking in to the store and paying online are there any differences?
Me (13/11/2020, 13:01:51): Are we paying Rupiah when shopping online?
Me (13/11/2020, 13:01:57): What kind of statement is this?
Dharwin P (13/11/2020, 13:02:08): The amount if PlayStation 5 that has been allocated was sold out within minute in Sony Online Store. They payment you have made has glitched out and it made us to receive the payment even though there is no stock available. That's why we are giving refund to you. We are not going to keep your money without providing any products to consumers.
Me (13/11/2020, 13:02:26): The currency and amount that we are paying is the same as those who alking in to the store!
Me (13/11/2020, 13:03:05): Yes I understand, there are certain amount of allocation, but same goes for online store!
Dharwin P (13/11/2020, 13:03:12): The allocation was done even before the pre order was announced. We have to give our Sony Stores more stocks as they are our official shop. Also, we have to provide dealers some stock as well. Not all the stocks will be allocated for online store only.
Me (13/11/2020, 13:03:49): Then you guys are surely doesn't care about the health and safety of customer
Me (13/11/2020, 13:04:06): Now Malaysia is suffering rising cases of Covid-19 everywhere
Me (13/11/2020, 13:04:20): And you guys allocating more units to retail store in order to create the hype
Me (13/11/2020, 13:04:52): Worst still, cancelling the order of the people who actually made the earliest payment!
Dharwin P (13/11/2020, 13:05:13): We do care about health and condition of our state right now. Even our dealers who were participating for the pre orders has made online purchase as well. Some of the customer are willing to walk in to our Store and make the purchase straight away.
Me (13/11/2020, 13:05:23): I think this conversation really worth sharing on the social media
Dharwin P (13/11/2020, 13:05:47): We also practice the standard SOP being set by our government.
Me (13/11/2020, 13:06:17): As per your remark, "Some of the customer are willing to walk in to our Store and make the purchase straight away"
Me (13/11/2020, 13:06:24): Aren't we online buyer doing the same thing?
Dharwin P (13/11/2020, 13:06:28): There we multiple ways of this pre-order can be made, one is via online and the other by walking in.
Me (13/11/2020, 13:06:29): We are paying the same amount of money!
Me (13/11/2020, 13:06:33): Not single cent less!
Me (13/11/2020, 13:07:03): No matter what, I'm going to viral this if I don get's a proper treatment today
Me (13/11/2020, 13:07:07): This is ridiculous
Dharwin P (13/11/2020, 13:07:10): I do understand on your concern Mr. Lim, how would you expect us to give something that we ran out of stock.
Me (13/11/2020, 13:07:34): Let me put it in this way
Dharwin P (13/11/2020, 13:07:35): This is the reason, we are providing refunds to the consumers who has made payment and did not get their name on the list.
Me (13/11/2020, 13:07:44): If let say, today I pre-order from retail store at 7PM night
Me (13/11/2020, 13:07:53): And my order is being cancelled, I'm fine with it
Me (13/11/2020, 13:08:01): as I'm the person who made the latest order
Me (13/11/2020, 13:08:16): but now, the situation is, the person who made the earliest order is being cancelled!
Dharwin P (13/11/2020, 13:08:17): Let say, you have walked in to our Store, and found out that no stocks are available and made payment. We will definitely will return back your money.
Me (13/11/2020, 13:08:21): Don't you think it sounds ridiculous?
Dharwin P (13/11/2020, 13:08:57): The channels are different Mr Lim. You cannot compare online store and physical store.
Me (13/11/2020, 13:08:58): Same logic applies to online buyer, we made our order way before the retail store is opened
Me (13/11/2020, 13:09:20): when you guys realize about this glitches, should reduce the number of units allocated to the retail store!
Me (13/11/2020, 13:09:25): you guys have sufficient time to do that1
Me (13/11/2020, 13:09:47): but instead of doing this way, you guys chosen to sacrifice the online buyer
Dharwin P (13/11/2020, 13:09:51): Yes, but the stock were sold out. We do have some stocks available in our store, which walk in customer has made the payment and allocated the unit for them.
Me (13/11/2020, 13:09:53): Ain't this anti-consumer?
Dharwin P (13/11/2020, 13:10:03): This is not anti consumer.
Me (13/11/2020, 13:10:17): Pro-Retail Consumer, Anti-Online-Consumer
Me (13/11/2020, 13:10:22): How about i put it in this way?
Dharwin P (13/11/2020, 13:10:56): We are unable to transfer the stocks to online stores. This will be unfair for those customer who has walked in to the store and found out there is no stock.
Me (13/11/2020, 13:11:19): As per I mentioned just now, it's understandable that system glitches will occurred anytime, if I'm the person who made the latest order and gt cancelled, I'm cool with it
Dharwin P (13/11/2020, 13:11:20): If we do so, no other retailers or Sony Stores will have the options to buy at all.
Dharwin P (13/11/2020, 13:11:38): We clearly has mentioned on the available methods to do the pre-orders.
Me (13/11/2020, 13:11:42): How many units did you guys allocated to sony online store?
Dharwin P (13/11/2020, 13:11:57): Either online store or walk in to the Sony Store or retailers.
Me (13/11/2020, 13:11:59): Yes, you guys also clearly mentioned the pre-order can be made online!
Me (13/11/2020, 13:12:10): And, we followed the instruction
Me (13/11/2020, 13:12:13): made our pre-order online
Me (13/11/2020, 13:12:17): and now, got cancelled!
Me (13/11/2020, 13:12:29): How many units did you guys allocated to sony online store? Answer me this question
Dharwin P (13/11/2020, 13:12:49): Yes, since the stock has finished, there is nothing much we could have done. Allocations were done prior to the pre order. We are unable to change the allocation.
Dharwin P (13/11/2020, 13:13:18): We are unable to disclose you on the information as it is only for our internal usage only.
Me (13/11/2020, 13:13:22): Since you guys stating that there will be no more available units for retail store
Me (13/11/2020, 13:13:34): I truly wonder how many units actually allocated to online store
Me (13/11/2020, 13:14:09): Not unable, but too afraid to disclose
Me (13/11/2020, 13:14:22): It's fine, I'm posting this on social media
Me (13/11/2020, 13:14:28): Let other customer be the judge
Me (13/11/2020, 13:14:38): Whether It's Online User wrongdoing or sony's wrongdoing
Dharwin P (13/11/2020, 13:14:42): Classified matters are unable to disclose to public Mr.Lim. This is against our company policy.
Me (13/11/2020, 13:15:11): Sony from now on, should be labelled as Anti-Online-Customer
Dharwin P (13/11/2020, 13:15:32): At the moment, we are helping you by providing the refund. Also, our store has contacted you and offered to wait for the 2nd batch for the customer who are affected with the high traffic glitch.
Me (13/11/2020, 13:15:57): Do you think this is a reasonable solution?
Me (13/11/2020, 13:16:01): We put our hopes up
Me (13/11/2020, 13:16:10): when we managed to secure an order
Me (13/11/2020, 13:16:18): and now you guys simply just cancel our order
Me (13/11/2020, 13:16:37): meanwhile people who purchase later will be able to get their order fulfilled
Dharwin P (13/11/2020, 13:17:05): Actually, you did not manage to secure a unit. Like I said, the units were sold out even before you made the payment. That is the reason alternate solutions are being provided.
Me (13/11/2020, 13:17:07): This is a joke Sony.
Me (13/11/2020, 13:17:38): the Alternate Solution = Pro-Retail Customer
Me (13/11/2020, 13:17:42): We all get it now
Me (13/11/2020, 13:17:49): Thanks for the clarification
Me (13/11/2020, 13:18:43): Glitch or no glitch, Sony should honor their end of the deal especially when it's not a price glitch that make them suffer unreasonable loss.
Dharwin P (13/11/2020, 13:19:19): We are unable to mix up Sony Store and Online Store together, customers who came in first to our Online Store get their pre-orders, so does for the Sony Store.
Me (13/11/2020, 13:19:38): Like i said
Me (13/11/2020, 13:19:55): You may say I'm being unreasonable
Me (13/11/2020, 13:20:04): But, let the other customer be the judge
Dharwin P (13/11/2020, 13:20:21): I'm not telling that you are being unreasonable.
Me (13/11/2020, 13:24:20): can you imagine when you order for food delivery, the order has been accepted and you expect to have the food by 7pm, but all in a sudden the order got cancelled, because the restaurant chosen to serve only the customer in the restaurant, the late comer customer also being able to have the food served
Me (13/11/2020, 13:24:51): Definitely, you not going to that restaurant any more, because they are exercising Anti-Customer!
Me (13/11/2020, 13:25:27): The customer who place their order on 7pm gt cancelled
Dharwin P (13/11/2020, 13:25:33): By following your statement, let's say your ordered a food and and the payment was made. If the restaurant do not have food in stock, they will definitely will provide you refund or will ask you if you are willing to wait longer for the food to be restocked. Not transferring the food from a different location and get it done.
Me (13/11/2020, 13:25:42): But the problem you do have stock
Me (13/11/2020, 13:26:59): It's fine, it seems that you guys insist it's not the wrongdoing of Sony
Dharwin P (13/11/2020, 13:27:17): We have stocks allocated for our Stores. Not for online store. Like I said, it will be unfair for those customer who walked in to our store. Imagine they ask the same question like you did Mr. Lim. Let's say they asked why the stocks allocated for the stores were transferred to Online Store.
Me (13/11/2020, 13:27:25): In conclusion, It's the wrongdoing of customer for placing order online
Me (13/11/2020, 13:27:38): Stupid enough to actually believe they already secured an unit
Dharwin P (13/11/2020, 13:28:13): We have promised our customer we will do pre-order in stores as well, what if they questioned us the same. They will think we are being biased to online store customer if we transferred all the stock to online store.
Me (13/11/2020, 13:28:46): Weren't you guys already promise the online customer as well?
Me (13/11/2020, 13:29:07): You guys chosen being biased to the retail customer
Dharwin P (13/11/2020, 13:29:15): We did. But since the stocks were sold out, there is nothing much I can do.
Me (13/11/2020, 13:30:02): It's fine, I've been a loyal playstation fans for more than 20 years, now at least I understand how Sony is treating their customer
Me (13/11/2020, 13:30:11): there are other console out there that I can buy
Me (13/11/2020, 13:30:30): Truly disappointed with Sony this time.
Me (13/11/2020, 13:30:44): In conclusion
Me (13/11/2020, 13:34:12): 1.) You guys chosen to allocate more stock to retail store in order to create the hype without thinking about the well-being and safety of customer during this pandemic period.
2.) Cancelling the pre-order of online customer in order to fulfill the customer who made their order in the retail store.
3.) Retail Customer >>>>>>>>> Online Customer
Me (13/11/2020, 13:34:21): Online customer is paying Rupiah.
Me (13/11/2020, 13:35:24): Since no proper resolution for the online customer, I will post this online and let the community be the judge.