Problem not resolved

I was on the messaging service and was not able to be helped. Disney keeps buffing then giving an error for a few days now. A person by the name of Sinovuyo refused to give me a surname said I must unplug my Playstation while shutting down, which Sony clearly states not to do. So I asked if it breaks because of me doing this will it be replaced. And I was told no its not in there policy so I said I'm not willing to risk it. All others streaming channels like Netflix is working fine and internet speed is 100mb. So everything should be fine i tried all other solutions had already been tried like Uninstalling the app re-installing etc. I'm not willing to risk breaking my Playstation. This person was also very rude. I will not get into that took screen shots and will call Disney tomorrow. I love the app but it is not worth my Playstation. The error message is error code: PB_STATION_NM-1002_1.