Sony Corporation of America

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from Jillian Stone about the Sony VAIO Notebook [redacted]. We already contacted the customer and offered a prorated buyback for $727.82. Customer will need to consult her...

husband and will contact us once she made the decision. We will wait for the customer’s response. Sincerely,Jim C[redacted]

I have received the check in the mail last week, however, I am waiting to do anything with it as I have already filed a civil lawsuite with Sony prior to The check arriving. They have been served a subpoena to appear in court and we have a mitigation date scheduled for December *, 2015. I could no longer rely on their word as they have not fulfilled any of their previous promises. They have caused me to suffer for over four long months when this process should have been resolved a long time ago and I will not allow them to treat me The way they did and not be held accountable for the actions, or lack thereof. They will now have to go through the court system to settle this since they failed to resolve it the easy way as I have been trying to do with them since day one.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:the amount I'm getting back is not the full amount there is still missing the 250 dollars for the 3d glasses I will no longer be able to use. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL50W800C. Sony has contacted the customer and was advised that as of today we don't have the part needed. We do not want him to wait any...

longer and be with out a television that is why we are offering a brand new replacement for the same model. However, should he decline that offer the last option would be to buyback the amount he paid for the television. We also sent an email with the same content and we are waiting for his decision on the matter. Sincerely,Jim C[redacted]?

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. We already talked to the customer and discussed what was the charge for. Outside of the warranty period, and for all inquiries about 3rd party hardware...

and software, there is a charge for telephone support. As with many tech companies, Sony charges a nominal fee for out-of warranty technical support.The fee applies whether the problem is completely resolved or not. We also advised the customer for further troubleshooting, she may call our support line Our support line anytime at ###-###-#### with her reference number [redacted].Sincerely,[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony 4K LED HDTV - XBR55X810C. Sony contacted the customer today via email, and the content of the message is below: "Hi [redacted], We received the...

complaint you filed to the Revdex.com against Sony Electronics Inc. We understand that you had an issue with the original TV as well as the replacement we sent you on 08/**/2016. We apologize for the inconvenience that you had to go through. Please be informed that the second replacement unit with the model number [redacted] is already in-transit. The CEVA tracking number is [redacted], and the estimated delivery date is on 08/**/2016. You may also track the status by checking this link [redacted]. NOTE: You will still be contacted by CEVA Logistics to confirm the delivery on the said date. Sincerely, Grace Sony National Customer Relations" Thank you, [redacted]

Dear Dispute Resolution Services:
Sony contacted [redacted], and initially offered a recertified model, [redacted] to replace his TV as the said model is nearest comparable unit to the current TV he has. Since the customer was not satisfied with the replacement offer, Sony examined other...

alternatives options for the customer, and although he prefers to receive either an [redacted] model, Sony's best resolution was to offer him a refund in the amount of $2,164.99. The customer accepted the offer, and the check will be sent to his mailing address within 4-6 weeks from today. It was also explained to the customer that by accepting the offer, his Sony Protection Plan will be fulfilled, and that he may either keep the TV or contact someone for proper disposal. Sony considers this case resolved.
Sincerely,
Joe B[redacted]

Sony mobile requires a valid proof-of-purchase to document and validate warranty status.  Unfortunately this consumer is not able to provide this document.  Our contact center also attempted to validate the warranty status usingthe date code on the back of the watch.  However, the date indicates the watch is out of warranty.  Without a valid proof-of-purchase Sony is unable to provide warranty support for this device.

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony TV [redacted]. Sony has contacted the customer and offered a buyback for $1148.00 . Customer accepted the offer and buyback will be...

processed once the TV has been returned. Our normal turn around time for processing a check is 4-6 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

The customers account of the problem is accurate.  Buckeye was very polite and responsive to their needs.  Like all refrigeration issue that arise, there can be multiple reasons why a system will freeze up.  A dirty filter is the main reason.  Lack of air flow will cause a system...

to freeze up.  Brian P[redacted] diagnosed this to be the potential problem on the first call.  The system ran fine for 6 days before the next problem.  Derek went out to the call and determined the airflow issue was a bad blower motor.  We replaced the blower motor and that worked for 15 days.  After 15 days it was determined that the TXV valve and evaporator coil were not metering the refrigerant properly.  At his point we called a time out to discuss the customers options.  At this point we had (2) options.  We offered to replace the coil and TXV at no cost to the customer or refund all of their service money invested and provide them with a new system.  This is usually the route the customers take.  We pretend that we were never there ma[redacted] the repairs and the customer simply is loo[redacted] for a new system.  They get refunded their service money and get a new system.  Everyone at Buckeye has reported that the [redacted]'s were very pleased with this solution and were happy we were so accommodating.  Pete went out and quoted a new system.  Provided a few financing options and provided them with the Service discount.  At no time were we informed their was an issue with financing options.  Our financing company as many different options for customers to choose from.  It is impossible to quote all financing options on a sales call, so we simply offer our most popular options.  12 months with 0% interest or 60 Months at 7.99% interest.  Pete left the house and felt everything went great.  The customer's seemed happy with our solution.  At no point in time did the customer alert Buckeye that they were not happy with our offer.  If the customer would have called, we could have talked through other possible solutions.  Instead we get a Revdex.com complaint out of left field.  My employees are stunned at this turn of events.  I would like to know why this happened and what solution did the [redacted]'s come up with to solve their problem. Thanks,Brad W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Yesterday, In response to my complaint, a Sony customer service rep delivered the same, exact generic, indifferent phone call, same tired excuse, (actually LACK of an excuse - "it's not in stock,") regarding my dissatisfaction with my experience with their product AND, especially, their service.Their offer amounts to absolutely no recompense for the aggravation I went through with my Sony product...let alone a solution to the real problem, which was that I was offered and confirmed an offer, two or three times, for the next model or another model higher than my model, which had a known defect. Or, a swift return of my money, not 4 to 6 weeks, 'business weeks.'  I have already spent that, or longer, waiting for my product to be sent to me - while being placated and completely misled by their employees, repeatedly. This response was more insulting than anything. There is NO PLACE in ALL OF SONY'S FACILTIES from where a satisfactory replacement can be found and sent to a customer who has clearly been waiting over a month - and has clearly been short-changed. Not only is my satisfaction as a consumer not their main goal, it's a non-issue, deserving of no effort or bother on their part to resolve it.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Sullivan about the Sony 4K Ultra HD TV (XBR55X900C). Sony contacted the customer via email today and the content of the message is below: "Hi [redacted], Good day! We...

received the complaint you forwarded to Revdex.com. We understand that you are having an issue with your Sony TV and we apologize for the inconvenience. Please be advised that since we already confirmed that your TV is for service, what Sony can do is to process a brand new replacement TV of the same model number. We apologize for not meeting your request but Sony is unable to process a refund as it is not covered by the warranty. Sincerely, Grace Sony National Customer Relations"Sony is currently waiting for the customer's response. Thanks, Joe B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 i tried calling sonys parts dept and try to ask if parts for my vaio laptop are available and they said yes all of the parts are readily available and in stock at the warehouse and no parts are in backorder or obsolete and also called thewarranty sales dept in regards to how they can honor the replacement if they no longer make computers and their response was first they will determine if its beyond repair then they will send me a new one or similar or an upgraded version of my vaio laptop and their method of acquiring one they say was they will try to locate a new unit from their retailers and sent that unit as a replacement for my broken one that was their sop as it was explained to me by their agent so my question right now who should I believe  the person that works for the parts dept? the person that sells their extended warranty plan with [redacted] or the person that renders both individuals incompetent as to the info that they had provided me were not true and misleading but their job was give truthful info regarding the product they sell I couldnt say more now im more concerned simply because parts dept knows that parts are available in their dept and they assure me of that... but repairs dept doesnt say so that its not readily available even the warranty specialist is not even truthful as to info that they share to consumers but they wont be here to defend themselves I do hope eventually someone will give me an unbiasedinformatio re my issue with claims from my extended plan with [redacted] instead of clearing things up they made it more unclear who should we believe? the parts dept that have actual inventory of parts per se warranty sales representative that supposedly knowledgable on their offering or the person that replied to us who says that they dont have parts and also cant replace my laptop because they dont make it no more...can I ask this "who should I believe"u tell me...
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Portable Navigation System. We contacted the customer and offered a buyback on the unit. Customer accepted the offer and the check has...

been processed. Sincerely,[redacted]

We are sorry to learn the customer has a liquid damaged device.  While Sony does require a valid proof-of-purchase to validate the warranty status, there are other methods to determine the status using the numbers stamped on the back of the device.   Our call center will be in contact...

with this consumer shortly to attempt to validate the warranty.

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released to refund the full amount that customers paid for the unit. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I already provided the receipt from [redacted]/ the details they asked for. They continue to give me the run around and waste my time. Please help!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services: Sony contacted the customer via email offered a brand new replacement headphones with a black color. The ear pad was supposed to be accommodated, however, it is still in back order status. Should the customer accept the offer, the old unit is required to be returned to Sony and the return shipping label will be sent to her via email. The replacement unit will be sent to the customer once the old unit is in-transit back to us. Sony awaits for the customer's response. Sincerely, [redacted]

Revdex.com:
In regards to complaint ID [redacted], Sony electronics has contacted me directly and has promptly sent a prepaid label for shipping to a repair facility, Which is what we asked for. I dont anticipate further problems with this case. I thank The Better Business...

Bureau for a quick resolution
Sincerely,
[redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Television ([redacted]). Sony contacted the customer, and explained that the 2-year warranty extension on his TV expired on 05/**/2016....

In addition, there is no information on his records that another 2-year warranty will be provided after the 2-year warranty expired.
The customer mentioned, on the other hand, that his TV shows four dead pixels in which he thought something that is considered to be an issue on his unit. Sony explained that the dots/pixels make up the composition of the screen. They may appear red, green, blue, white or black. Regardless of the manufacturer, there may be a small number of dots that do not change color, and it is a normal occurrence for all LCD displays from all manufacturers and inherent to the technology. Most of the time, these dots stay on the screen but are noticeable only while an all-white or all-black picture is shown, and should not be noticeable during normal viewing conditions.
The customer was advised that if he has any other issues more than the dots/pixels, he may contact Sony at the phone number below to check if further troubleshooting steps are required, and make reference of the Event ID number (E64920718). If the problem will be considered as a service issue, he may be referred to an authorized or local service center for an out-of-warranty repair.
Phone number: ###-###-####Operating hours: Mon-Fri, 8am-midnight EST & Sat-Sun, 9am-8pm EST
Sincerely, Joe B[redacted]