PlayStation is giving top Stars members ‘priority’ in customer support
Players in Japan have been expressing their displeasure at one aspect of the newly-launched PlayStation Stars loyalty programme, which offers better customer support to players on the highest tier.
PlayStation Stars, which is coming to the west later in October, lets players earn rewards by completing a variety of campaigns and activities.
The programme also has a four-tier level system, in which all players start at Level 1 and can work their way up to Level 4 by buying games and earning trophies.
However, some users are upset that the Level 4 tier, which is unlocked after buying four full-price games from the PlayStation Store and earning 128 rare trophies, rewards players with improved customer service.
According to Sony, the Level 4 tier perks include a commemorative collectible, and a promise that “when contacting PlayStation Customer Support, you will be given priority in the chat order”.
This essentially appears to mean that Level 4 PlayStation Stars members can skip the queue when contacting customer support with an issue.
After Japanese site Automaton pointed this out on Twitter, numerous followers expressed their frustration at the perk, with some pointing out that good customer service should be a standard and not something you have to pay for.
“Customer support must be equal”, Twitter user akutarosu said. “There are people who only like a few titles and play them, and there are gamers who can’t afford money or time.”
User koshifurinyodo also suggested that customer support should instead be weighted towards newcomers who are more likely to have issues.
“You say that the more you play with it, the more you prioritise customer support,” they wrote. “But the more you play with it, the less you use customer support.
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