Enter PlateStation5.com, the former name and web domain for a UK-based company selling unofficial, third-party PS5 accessories. Custom Plates LTD has no relationship with Sony in any capacity.
Those asking why the name and website was changed – we made the move to respect trademark and copyright claims.
— Customize My Plates (@customizeplates) October 29, 2020
Custom Plates’ initial PS5 faceplates were popular enough that demand quickly sky-rocketed and sites, including our own, covered the products. But a confusing name change and social media blackout made some customers question the validity of the service.
In an email to IGN, Custom Plates confirmed copyright was one of the reasons for the name change as “a certain console provider’s lawyer recently ‘suggested’ a few changes to our website.” The company also confirmed copyright issues as a reason for the name change on Twitter.
PlateStation 5 – Unofficial PS5 and PS5 Digital Edition Faceplates
Custom Plates told IGN that it was aware of some of the concerns online about the business. The team feels that it “communicated our production delays transparently,” through a recent update on Twitter which outlined a 3-week delay on orders and promised a full refund for anyone who requests one.
“I think that’s fairly uncommon for your average vanishing venture,” they wrote in the email.
Custom Plates also sent IGN a screenshot of what they claim to be over $20,000 in refunds the company already paid out.
“Our site’s level of success hit like a suckerpunch,” Adam from Custom Plates writes in an email to IGN. “We misjudged demand and disappointed hundreds of supporters who helped us get off the ground.”
“It truly sucks not coming through for them. We can only say we’re sorry and that it won’t happen again. We’ve suspended all sales. When they go live again, every single one will be fulfilled without fail, without delay.”
Adam argued that suspending sales and refunding money to customers is proof this is a legitimate business.Without a physical product in hand, it’s understandable that customers can get nervous, especially from a new business. Situations arise on platforms like Kickstarter where new ventures over-promise and under-deliver, or sometimes never deliver.
Custom Plates still offers full refunds for customers but hopes its refund policy and transparency can ease customer concerns. “When the plates hit, there will be no doubt,” the company says. “We’re here for the long haul.”
Matt T.M. Kim is a reporter for IGN.