PlayStation has made the decision to end their “1-to-1” PlayStation support on Twitter. Instead, players are advised to seek out the official PlayStation website to contact support or use their YouTube channel for videos that might help with basic issues.
It’s unknown what exactly caused the company’s decision to end support through Twitter, players can only speculate the cause. For instance some users speculate that trolling is too prevalent on Twitter and having to filter through hundreds of mentions in order to find an actual support problem is unreliable.
Twitter has had an interesting year, between potential Elon Musk buyouts, sharing feature drama, and overall just being a weird site filled with weird people.
Speculatively, this change could be getting in front of what’s become a problem for major companies who avoid discussing drama or controversies with users. It’s become something of a meme for something to go wrong with a service and for a user to vent frustration, only to receive no answer; but then that same user posts an innocuous statement “I’m having trouble paying for [service] can you help me?” and get an immediate answer.
This activity has drawn attention to the fact that firstly the company is nothing your mentions but not engaging, and secondly that when it comes to taking your money they’re on you in an instant. Now this isn’t to say that Sony has been the target of this tactic, but when users learn how to manipulate Twitter support services it might compel your company to drop it.
