Talked to Sony Tech Support and things don't sound good

[japinard]

Operation Sports, I thought I would share with you the information from my call to Sony Tech Support this early evening. The representative I spoke with was very nice, helpful, and informative, but the call left me feeling a bit disconcerted. If someone from San Diego sees this it would behoove them to read the entire message and reach out to both the community and their parent company. The issues discussed were not crashes, disconnects or otherwise. This discussion was focused solely on how the online game functions during peak playtime where it can take 3-5 minutes to load Diamond Dynasty or swap out a single player.

Obviously, we've been going through this every single day from 4:00 pm EST until midnight each day. Today I took the time to get through to a higher level person at Sony Tech Support and here is the situation on their end:

The woman from Sony Tech Support said they have been hammered by calls about the online issues since the day the game released. Sony Tech Support has been reaching out to the San Diego studio to get feedback to tell customers on non-error generating issues but San Diego has not reciprocated. Tech support staff are almost as frustrated as we are. "Sony the parent company" feels it is "San Diego's" responsibility to handle server load, and not the responsibility of Sony the parent company itself, so all issues that are not the fault of the playstation itself rests squarely on the shoulders of the subsidiary even though we might feel they are one in the same when it comes to the networking.

Sony Tech Support suggested we, and this is no joke, send snail mail documentation to the following address. I'm a bit confused as I thought Sony SD was literally in San Diego, but at any rate this is where she said we need to send correspondence:

Sony San Diego
P.O. Box 2207
Bridgepoint Parkway
San Mateo, CA 94404

For those of you that don't try to play online, or play during Prime-time hours I have created the following videos to demonstrate the situation. I live in the Midwest on a Fiber network and my house is wired. There is no exaggeration or manipulation in these videos. It is straight from my PS4 to my YouTube account.

Obviously the big concern we have is whether SD Studios is going to put money into upgrading the infrastructure, or force people to quit so numbers become manageable on their network. But as it stands, the official tech support line is that San Diego did not install enough capacity to handle its customers.

3 minutes to load DD: http://youtu.be/Nt5QgqQdPRI
3 minutes to change catcher: http://youtu.be/BZYmZD8ZjAE

[Steven78]

Wow. If true this is an utter disaster. Just, wow.

[XxKnicksRules215xX]

LoL only thing surprising is that you thought different.

[JaFFiTh]

It actually seem to happen after the PS4 software update. My game was fine before till yesterday, took forever to load

Sent from my SM-G900W8 using Tapatalk

[japinard]

Quote: Originally Posted by Steven78

Wow. If true this is an utter disaster. Just, wow.

Everything I posted is correct. I called at 5:15 EST, call lasted ~20 minutes. Official Sony Tech Support at 1-800-345-7669

She made one additional comment I didn't quite understand. She said they'd been getting complaint calls even before the game was officially released. Was their some kind of load testing done before the game came out? Like some people got the game ahead of time?

[Knight165]

If that is the address....then that is not SCEA.

I'm not a West Coast guy.......but isn't San Mateo up north somewhere?

M.K.
Knight165

[p00p1]

That's SCEA's address

[CSUFresnoClassof2011]

Quote: Originally Posted by Knight165

If that is the address....then that is not SCEA. I'm not a West Coast guy.......but isn't San Mateo up north somewhere? M.K. Knight165

San Mateo is in the Bay Area. Hometown of Barry Bonds & Tom Brady.