2020/04/14

Update for Customers Affected by FINAL FANTASY VII REMAKE Language Issues

Regarding customers that are affected by the language issue for FINAL FANTASY VII REMAKE, we have refunded the cost of the game to your PSN Wallet.

 

We apologize for any inconvenience this has caused.

 

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FAQs

1: I did not receive a refund/I am affected by this but did not receive a refund. What should I do?

 

If you faced language issues for FINAL FANTASY VII REMAKE and did not receive a refund back to your PSN Wallet, or are still facing language issues, please reach out to our customer service and we will look into your case (via our Call Hotline or our Facebook Inbox).

 

Hong Kong https://asia.playstation.com/cht-hk/support/

 

Taiwan https://asia.playstation.com/cht-tw/support/ 

 

Singapore https://asia.playstation.com/en-sg/support/

 

Malaysia https://asia.playstation.com/en-my/support/

 

Thailand https://asia.playstation.com/en-th/support/

 

Indonesia https://asia.playstation.com/en-id/support/

 

Korea https://asia.playstation.com/ko-kr/support/

 

2020/04/11

 

Regarding customers that are affected by the language issue for FINAL FANTASY VII REMAKE, who purchased the Chinese/Korean version of FINAL FANTASY VII REMAKE before 8 April, 3pm JST on the Singapore, Malaysia, Indonesia and Thailand PlayStation™ Stores, we are currently arranging to refund the cost of the inaccurate language version of the game to your PlayStation™Network Wallet.

 

We will contact the above affected customers for this arrangement. 

 

We apologize for any inconvenience this has caused.

 

FAQs

 

1.What caused the incident?

We identified an incorrect mapping of the game language version on  PlayStation™ Store, which caused customers to purchase the wrong SKU. The issue was resolved on 8 April, 3pm JST.

 

2: What if I am part of the affected customers? (Purchased the Chinese/Korean version of the game before 8 April, 3pm JST on the Singapore, Malaysia, Indonesia and Thailand PlayStation™ Stores) What do I have to do?

No further action is required for now.

 

3: When will the refund be processed into my PSN wallet?

We are currently working towards this and will update all the affected customers for the arrangement via PS4 System Notifications.

 

4: I am already in contact with Customer Service regarding this. What should I do?

 

If you fall into the above group of customers (Purchased the Chinese/Korean version of the game before 8 April, 3PM JST for the Singapore, Malaysia, Indonesia and Thailand PlayStation™ Stores) and have a case pending with Customer Service right now for this issue, you will not need to follow up for now. Likewise, Customer Service will also put these cases on hold as we process these mass refunds. The refunds will be implemented to all affected customers altogether.

 

5: What if I purchased the wrong version of the game after 8 Apr, 3pm JST, or do not fall into the above stores?

We are currently looking into this on a case by case basis. If you believe you are affected by this issue and do not fall into the following group of customers (Purchased the Chinese/Korean verion of the game before 8 April, 3pm JST on the Singapore, Malaysia, Indonesia and Thailand PlayStation™ Stores ), please reach out to our customer service.

 

Hong Kong https://asia.playstation.com/cht-hk/support/

 

Taiwan https://asia.playstation.com/cht-tw/support/

 

Singapore https://asia.playstation.com/en-sg/support/

 

Malaysia https://asia.playstation.com/en-my/support/

 

Thailand https://asia.playstation.com/en-th/support/

 

Indonesia https://asia.playstation.com/en-id/support/

 

Korea https://asia.playstation.com/ko-kr/support/

 

6: How can I play the English version of FINAL FANTASY VII REMAKE?

If you had previously purchased the Chinese/Korean version of the game, please also purchase the English version of Final Fantasy VII Remake from the PlayStation™ Store. As the issues have been resolved,you should be able to purchase the correct SKU.

 

7: What will happen to the Final Fantasy VII Remake games in my library?

The Chinese/Korean of the game will remain in your library after the refund is initiated. If you purchased the English/Japanese version after you learnt about the issues, the English/Japanese version for the game will also stay in your library.

 

8:  Will I still get my preorder bonuses?

You will have to redownload the preorder bonuses for the correct language version of the game. The preorder bonuses will be availble for download for all customers who purchase the game before 11 May 2020.