I understand Sony's motivation in fucking over customers, they've decided that it's better for them to fuck over a customer for a simple mistake that the customer is trying to resolve, than it is for them to offer a baseline of customer service for customers.
I get the transactional nature of Sony's business here -- fuck over paying customers for small easily resolvable issues -- I think it's wrong. As a customer who was fucked over by Sony's simple malfeasance 10 years ago, I complained loudly about this at the time, and Sony did -- slowly -- respond with positive changes (security audits, not storing passwords in plain text, protecting customer's credit card information, simple modern threat security, functioning password reset systems, policies on notifying users of breaches, a big apology tour compensating customers). If people like me did didn't complain about it 10 years ago, and just took our lumps ("Sony decided it's not within their financial interest to have a modern threat security system, so it's really your fault for assuming that they would") then there wouldn't have been pressure on Sony to change. Ultimately, it was in Sony's interest to listen to customers, as millions of customers came back to PSN because of Sony's year-long apology tour (although as a worldwide company they really didn't change all that much, as their customers would yet again be victims of another hack 3 years later)
In this thread, a handful of people objected to me thinking it's wrong to blame Sony, and that's what resulted in my "complicated" response (which really isn't complicated; more words don't make something more complex).
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