'We Do Apologize': Life At Sony Customer Service During The PSN AttackJason Schreier1/05/15 5:11pmFiled to: psnkotakucoresonycustomer service49743EditPromoteShare to KinjaToggle Conversation toolsGo to permalinkA few days ago, I got an e-mail from someone who said he was a customer service agent for PlayStation. He asked me—and, really, all of Kotaku's readers—to cut Sony a little slack in the wake of a DDoS attack that took the PlayStation Network down for several days. Have some sympathy for the people who work there, he begged.Advertisement"You would not believe the amount of abuse we have taken from old and young alike," he wrote.Let's call him Dan. Dan, whose real name is not in fact Dan, asked not to be identified in this story. But he was willing to get on Skype and chat with me about what it was like to be a Sony customer service agent during one of the biggest PSN outages in recent history. He told me about the abuse they took. About how they tried to maintain civility while dealing with customers both new and old. About the threats from kids and parents and people of all ages. About how people like him—the ones who weren't getting paid six- and seven-figure salaries to run this monolithic corporation—were taking an unfair amount of abuse.AdvertisementIt started on Christmas morning. Dan was stoked to go to work—sure, it was a holiday, but he was getting triple pay, and he had volunteered thinking he'd be part of the giddiness of the day. "I had hopes of going in, being part of someone's Christmas, making people happy and just helping them out," he told me.Dan says he was one of the first to get to his office, which handles customer service for various countries across Europe. For an hour or so, everything seemed fine. Then, at around 10am GMT, Dan says he started getting calls from people who wanted to know how to enable their PlayStation Network accounts. They had followed the instructions, they told him, but the website wouldn't verify their e-mail addresses. It wasn't loading for them.Soon, it became clear that something was seriously off.Sponsored"I put them on hold and asked a couple of colleagues, 'Hey, have you guys had any issues like this?'" Dan told me. "Slowly but surely, everybody in the office was getting [the same thing]. I made jokes, like, 'Yeah, this would be the shittiest day for a DDoS-type thing.' And then it was reported to me that, yeah, we were having a DDoS attack."As the PlayStation Network remained down, the calls just kept coming in. By the middle of the day, Dan says, they had a queue of 178 people, with wait times of 65 minutes per customer. During this flood of calls, the higher-ups didn't explain much to Dan and crew, other than the fact that it was "an attack." At this point, the job of Sony customer service was to A) keep people calm, and B) promise that the company was working on the problem. When customers pressed, they'd have to explain that, according to Sony's terms of service, the company had the right to bring down the network for maintenance at any time.ShareTweet Kinja is in read-only mode. We are working to restore service.