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Sony Interactive Entertainment has announced plans to discontinue one-to-one customer support on Twitter.
Beginning in August, the @AskPlayStation Twitter accounts serving the Americas, Europe, Australia and New Zealand will cease to offer support to individual customers.
They currently offer one-to-one customer support to players seven days per week. The American version, which has over 1.7 million followers, has been in operation since May 2010 .
PlayStation Plus Monthly Games - PS5 & PS4 - July 2022
“Starting August 1st, 1-to-1 PlayStation Support via Twitter will no longer be available,” the account tweeted this week.
From next month, players are advised to seek support via PlayStation’s website and one of its YouTube channels.
While some users responded to the announcement by saying they won’t miss the service, others expressed disappointed and concern over Sony’s decision.
“Well that’s a terrible solution,” wrote @ncbjd. “Setting up barriers between you and your customers is never the way to go.”
“This is sad,” said @Shadowakito. “I’ve always found Ask PlayStation support to be really helpful the few times I’ve had to reach out to them. I guess we’re moving into an age where customer service isn’t important to the big companies anymore.”
Others commenters were less bothered by the news.
“Your support is awful,” said @stevensstash. “I chat you, and it says to call. I call and it says to chat. I tweet you and you say to call. I went through this 2 hour circus to replace my controller.”
“This changes nothing,” said @Guyatthestore. “Support tickets will still be laughed at, just that others on Twitter can’t comment on it anymore.”
“It’s weird how many reactions to this seem to ignore the increase of harassment that devs and other people have been mentioning lately,” wrote @nothingandtweet. “Do you think this support channel isn’t getting a bunch of harassment too?”
PlayStation’s Twitter support accounts had a busy day on Tuesday after PlayStation Network issues disrupted several services.
The PlayStation Store, PSN account management, and gaming and social features all suffered outages.
15 additional games were been made available for PS Plus Extra and Premium members to download on Tuesday including Stray, Marvel’s Avengers, Final Fantasy VII Remake Intergrade, five Assassin’s Creed titles and two Saints Row ones.
Premium members can also now download three additional PSP titles as part of the service’s expanded ‘Classics’ line-up: Echoshift, No Heroes Allowed! and LocoRoco.