Sony/Google Play 'two 4k uhd movies free' offer

[Neil_F]

Does anybody know how to claim the current 'two 4k uhd movies free' offer? I can see the offer advertised on the home screen but when I go to the Google play movies and tv app the offer is not listed. I have also checked the rewards section of my google play account and the offer is also not listed.

[Prior20]

did anyone get any further, still the same at this end, obviously no word from sony

[Win_88]

Hi,

I think the best thing to do here is to get in touch with Sony support directly as they may be able to help with this.

Win_88

[Airy1960]

I also have this offer on my TV and no way to redeem it. The only reason I can think of for this is that in the terms and conditions the new offer is for TV's bought between end of April 2018 up until December 2019. I bought mine in Nov 2017, I am in discussion with Sony support about this. Hopefully will have a definitive answer soon.

Gaz

[ashdominey]

Exact same issue for me. I've spoken to Google who seem completely unaware of the offer. Contacted Sony and explained the problem in detail and got a generic response telling me to do what I have already done.

I bought the TV 4 days ago so right in the qualifying period. 

Tried everything online and I'm just amazed, Sony have had this promotion or similar running for nearly 3 years, they shouldn't be having problems with it now.

[Neil_F]

Just an update regarding this offer. I did raise this with Sony support and it took a while for them to resolve it, although only partially. In the end they emailed a promotional code which I used in the ''redeem" section of the Google play menu. However, this code only allowed me to pick one free uhd movie from a limited selection. Not quite what was advertised in the offer but better than nothing. I would suggest that you also try raising this as an issue via Sony support.

[Airy1960]

I posted this on another link in the community concerning 4k free movies last Wednesday. I contacted Sony on the following number 0207 365 2810 and it fixed it in a round about way. Sony were very helpful BTW but not totally right. They used a remote session on to my TV a KD55-XE9305 which was entitled to the free movies but I could not redeem them. The lady was on my TV for quite a while then she went to ask some advise, the advice was to choose any UHD movie through the TV via Google Play and it would deduct the value at the very end. I did this and Google charged me, I had to phone Sony back and tell them, they escalated the problem and I got an email on Thursday with a redemption code. That was great but it didn't get my money back, so I had to request a refund from Google which has been done and the film is no longer in my library. I used the code and bingo it works. So in short ask Sony to escalate the problem on the number above and you should get a redemption code (some people will need two). I already redeemed one before April 26 so I am only entitled to one more. 

[Prior20]

The above although it works / may work is still not a great user experience, like everything else with this platform

[ashdominey]

Thanks for your replies,  very helpful.

I have to say, my experience with Sony customer service is terrible. I'll try ringing on the number suggested but email support has been frustrating to say the least.

First response was generic and reiterated same instructions found on the promotion page that I had already stated hadn't worked.

Second response was worse and expected me to follow more than a dozen steps, including factory resetting the TV I had just spent a full day setting up! I said how ridiculous this was and not at all related to my problem to which the person 'helping' me told me all the ridiculous steps below are mandatory and they cannot help me further until I have done all of the below. Flabbergasted.

1. Please try the below steps and advise with the outcome:

a) Reset the TV to Factory Settings:

https://www.sony.co.uk/electronics/support/articles/00170595 

b) Try a different internet connection (WiFi Hotspot or another internet service provider).

c) Send us a short video showing the issue on several apps and please include the app name.

d) Make sure that your TV software is the latest.

2. When did the issue start?

3. What is the device ID? (Home - Help - System Information - Device ID)

4. What is your Post Code?

5. What is the current FW installed on the device? (Home - help - System Information - Software version)

6. What is the MAC Address? (Home - Network Icon - Click on the currently connected router)

7. Was this App / Service working fine before? Has the customer had the issue since day 1?

8. What is the internal device IP Address? (Home - Network Icon - Click on the currently connected router)

9. What is the public IP address (by visiting "www.whatismyip.com")?

10. What is the internet Service Provider Name?

11. What is actual internet speed (using "SpeedTest.net")?

12. What is the network environment: "i.e FTTH, Broadband"?

13. Are you using VPN / Proxy / Anonymizer / TOR service to access the Internet?

14. What is the brand and model of the router?

15. Is the internet connection via WiFi or it is wired?

16. If it is WiFi, have you tried the wired connection?

[Airy1960]

The response ashdominey received from Sony is the reponse I received from Google Play when I contacted them after exhausting all of the easier options. (Obviously a standard script as is it verbatim). I could give all of this information but how many people who aren't tech savy would be able to do that. It's a ridiculous situation to put any customer in. If Sony are going to keep this offer running and it's clearly not working they should just issue redemption codes for people. Keep ringing and get the problem escalated. 

[Munequita30]

Me too! And now charged for 2 movies I’m not going to watch! Was trying to be nice and got them for my kid. ***** is going on? So many people with these issues. Why is it not resolved already?!