Sony Isn’t Honoring CD Projekt Red’s Offer For Cyberpunk 2077 Refunds [UPDATE]

The company claims the offer goes against its internal policies.

Update: CD Projekt Red revealed in a conference call that Cyberpunk 2077 won’t be getting special treatment when it comes to console manufacturers’ refund policies. So the studio really didn’t have any say in whether or not unsatisfied fans would be allowed to get their money back on faulty console versions of the game. Read the full story here: click me.

The situation surrounding people getting refunds for the PlayStation 4 version of Cyberpunk 2077 is getting more complicated, as Sony is apparently cracking down on its refund policy following a statement from developer CD Projekt Red earlier today telling players who weren’t content to wait for patches that they could get their money back. Reports of this came from several unhappy buyers who were met with resistance from PlayStation customer support when they attempted to get their money back for the game that has proven unstable on the PlayStation 4.

Sony’s official stance on the matter is that if a game has been downloaded to a system, it cannot be refunded, as laid out in its cancellation policy. The only way you can get a refund after downloading a game or piece of content is if it’s deemed “faulty,” and I guess PlayStation customer service has a different idea of what “faulty” is than most people. The PS4 version (and Xbox One version) has proven unstable compared to its PC counterpart. Playing the game on PlayStation 5 yields better results, but almost nobody has that console right now as Sony attempts to keep up with demand for the month-old console.

You can cancel a digital content purchase within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming it.

Digital content that you have started downloading or streaming, and in-game consumables that have been delivered, are not eligible for a refund unless the content is faulty.

You can cancel your purchase of a season pass within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming any digital content (e.g. game add-ons) included in the season pass.

As such, the poor customer service workers are in a bind where they can’t go against the rules they’ve been given by the higher ups, despite CD Projekt Red’s statement that those having trouble with Cyberpunk 2077 would be able to get a refund.

Ultimately, there appears to have been some kind of communication error between Sony and CD Projekt Red. Whether CD Projekt Red had no authorization to tell people they could get a refund on PlayStation Network, or if some poor customer service worker is just trying to work in the parameters their job description is unclear at this point. But short of Cyberpunk 2077 getting some kind of special treatment and leeway in Sony’s eyes, this might not be resolved for those who chose to buy the game through PlayStation Network.

In other news:

Cyberpunk 2077 is coming to next-gen consoles sometime next year, so if the updates that are coming in the next few months don’t elevate the PlayStation 4 and Xbox One versions to a more playable state, those who own (whether by choice or by not being allowed a refund) the game on older systems will be able to freely upgrade to the newer ones for a hopefully more stable experience. The game’s post-launch saga has been fraught as both technical issues and gross story content have been uncovered now that the game is millions of people’s hands.