Sony will let you Play the EU version of a game, but won’t tell you it’s incompatible until it’s too late

Horizon Zero Dawn - Easily one of the greatest games I've ever played.
(See online!)

I first became interested in this game when I heard of the concept: bows and spears versus big robot dinosaurs. There's clearly much more to it than that, but I never regretted it playing it. Besides beautiful graphics, and exceptional gameplay, it has one of the best stories I've ever seen. Finding out what happened and how gave me tingles. This is a rare treasure to be sure and I highly recommend giving it a try if you have even a little interest in the descriptions or reviews you've read (click the pic to go to Amazon and learn more if you wish).

That said…

I received the game as a gift a few years back. Since then, there has been DLC released that adds game content and it has been long enough that I thought it might be fun to play again. So, during a week's vacation I took this last Christmas-time, that's what I did. I bought the DLC, though it was strangely difficult to do and downloading it was a pain, but off I went and fired up the game. It was just as great as I remembered.

Look for the TEEN rating sticker. If it says PEGI with a colored number instead like this one, it's a European disc

(Image used under: Fair Use doctrine)

I had a good time, but as I neared the end, I wondered why the DLC content hadn't activated yet. I looked around, read some guides and did some testing: hours of time to eventually learn the problem: I had a European version of the game.

Well crap.

So, I understand why companies want to region lock games and it isn't always about greed and making more money. It can be about exclusive content, meeting legal standards and so on. Whatever. The point is that all of that should be invisible to the customer and if they're not going to be compatible with other types of content (DLC, exclusives, extras, etc.), a little warning would be nice.

Whoever bought it for me as a gift clearly didn't know the difference and why would they? I didn't know the difference either until I did deep digging online. The game installed and played fine without any warnings or tips or indications of any kind that it was the wrong region. Even when I tried to install the DLC content, it didn't explain the issue, it just failed with a generic error.

You'll take store credit and be grateful for it! You're lucky we're even giving you that! (basically what Sony told me)

With no indication of a real problem vs a random glitch, I went online to buy it, but still Sony didn't warn me the version of the game and DLC weren't compatible and happily charged me for content I couldn't use. Then, when I called to customer service for a refund, they made it sound like they were doing me a huge favor by giving me – not a refund, but an in-store credit.

What should Sony have done?

Customers aren't experts on game systems, programming, laws, or any of the other factors that drives how the Playstation system, store, and network operate (nor should they be). All they are responsible to do is buy games and play games and it's in Sony's best interest to keep it that simple.

They could have sent up warnings at three points in the process (install, in-game DLC purchase, online DLC purchase). They could have just directed me to the EU store for the DLC. They could have sold me the EU DLC directly. They even could have blocked the install and play of the EU version of the game.

Here's the US version of Overwatch. Notice the "T" rating in the corner instead of the number that the EU uses.
(See online!)

Any and all of these would have been preferred to making people jump through hoops. Not only did I have to waste my time and money, if I ever want to play the expanded content for one of my favorite games, I'll have to re-buy the whole thing (because the save games are apparently also incompatible which means I'll have to start over too!). And for what? Preventing all of this would have only required a trivial bit of computer code like this:

if (region = EU) then:
    popup_warning_message();
    OR
    redirect_to_EU_store();

That they couldn't be bothered is surprising below the standard I would expect from a company who's been doing this for this long. Regardless, be careful and don't make the same mistake that I did.

You shouldn't have to know or care about this, but until Sony puts in the effort to make this work seamlessly, be careful. If you get a Playstation game, make sure it has a US-looking rating (which uses letters while the EU uses numbers.)