This is Communication 101 people and a company as large as Sony should have plenty of people who live and breathe it. We found out late yesterday that PSN didn’t actually go down but rather it had been taken down by Sony after an external intrusion (hackers) was detected. They purposefully took PSN offline on Wednesday, provide vague updates late that day and Thursday and then waited till late Friday to say hey guy it was us. There are several things wrong with this picture but I am sure you already know that.
Are people pissed off that PSN is down on what was for some a long Easter weekend, sure. Are people more pissed off about effectively being left in the dark about what the hell is happening and when it might be fixed, probably. The thing is Sony has to communicate more effectively with its customers when major things happen that are so bad that you have to take down a global network. As an IT guy I can tell you if they had to take PSN and Qriocity services offline worldwide there is a major problem and folks are working through the weekend. I can’t say that I am surprised though because this has always been Sony’s M.O. and this further drives home what a lot of people think about them which is that they don’t care about their customers.
The folks over at Microsoft are taking this opportunity to take shots at Sony over this as well they should but let’s not forget the drama they had a while ago when XBL was down for like two weeks. You know what they say, people who live in glass houses shouldn’t throw rocks. In any case as a consumer, I understand that things like this happen. I just want to know what the hell is going on, what the hell you are doing to fix it, and a rough estimate of when it might be fixed. If at this point they know that PSN won’t be back up this weekend, meaning they are not going to turn it back on this weekend then just tell us that instead of leaving us here to wonder. With that piece of information gamers around the world can more effectively plan their weekend, if it won’t be back up and there is no use hoping then folks might make different plans.
All I am saying to Sony is talk to your damn customers and be honest about what the hell is going on. They might be upset but at least they will feel like you value them enough to adequately communicate to them what is going on. I think if Sony would have come out either late Thursday or early Friday with a more detailed explanation of the situation and what they were doing about it a lot of this negative publicity could have been avoided. As it stands they choose to really tell us nothing and have not given us any indication of when service might be restored. My question to all of you at this point is are you more mad that PSN is down or how Sony has handled the situation? Let us know in the comments.