Sony Corporation of America

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40R450A. We have contacted the customer already and processed an exchange for the unit.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:
 There has been no attempt by the company to contact me.  They could reach me at the number provided ###-###-#### or until Friday night ###-###-#### 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40W600B. Sony has already contacted this customer twice ,unfortunately we were not able to speak with her directly....

Sony would  like to offer her a brand new replacement for her unit. To process this she will have to call us at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease use the reference number [redacted]. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Michael Polhill about the Sony 4K Ultra HD TV (XBR75X850C). Sony has contacted this customer and was advised that the warranty coverage of his television is for repair....

We explained to the customer how the repair process works but since the customer was not satisfied of having a new TV repaired, we considered the customer's request to send him a new television with the same model number. We also advised the customer that the replacement TV will have the remaining warranty of the original unit. The customer accepted the agreement for the new replacement TV, and Sony considers this case resolved.Thanks, Jim C[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:

Thank you for contacting me, per our telephone conversation, it is still not clear what solution is being offered.  As discussed once again, and reminded yet again, I understand that I'm out of warranty. My complaint is not about having to replace my unit or requesting and exchange which would comply with warranty period,  again, I will repeat as you do, the complaint is about repairing my unit, which I intended to repair at my expense, however given the circumstance that [redacted] has discontinued the part thus making it impossible to fix my unit within reason, you are offering me to research models as replacement, which you'll confirm availability and set a resolution in order to justify for an unsalvagable product. Per our telephone conversation earlier today, I seem to be unable to speak with the product availability department or Supervisor dept in order to provide me with models and availability,  In order to understand in which products would be? could be?  and what resolution?  below is a list from your site, that I would like to know for each item, what solution was in mind.Kindly advise each item, availability, replacement?  In addition, advise, if someone from [redacted] wishes to pickup the [redacted] still in my possession and  I will research and consider the replacement resolution per our converstions. I appreciate your time and still hopeful that [redacted] will stand behind its parts disclosure as implied, as a fair resolution [redacted]  [redacted]###-###-####
 
Sincerely,
[redacted]

Dear Dispute Resolution Services:
The customer was contacted by Sony and was offered a brand new camera - [redacted] at no cost. The customer accepted the replacement offer and will receive it within 7-10 business days. Sony considers this case resolved.
Sincerely,
Joe B[redacted]

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony SVF14217CXW. Sony has already processed a buyback for the unit. The customer will get a full refund of $1,218.89. This will be under order number [redacted].  Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
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:

[Your Answer Here]
 5/**/2015Sony has failed to provide any TV broadcast channel program guide & therefore, I still have an unsolved complaint.At 1355 hours (MSTT) I contacted Sony at ###-###-#### and talked to [redacted] & then [redacted] (Product Specialist) until 1453 house (MST).  [redacted] said (after we again "Acquired internet content" &, again went through the [redacted] download which shows a "No Connection Message" even though we can acquire/watch [redacted]): he could NOT help me.  He said: "One Flick Entertainment became availaable on Sony TVs in the year of 2014, not 2011 (the year of my TVs manufacture).  Therefore, my TV does not have One Flick Entertainment which supposedly includes a broadcast channel guide & a cable box control, as quoted in Sony's reply (above) to my complaint.Therefore, my complaint has NOT been satisfied/completed unless Sony can update (by providing an online update) my TV with another broadcast channel guide capability as was promised when I purchased the TV!!![redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services:Since the customer has issues in getting in touch with one of our product specialists, we send the customer an email and asked for the best time we can contact her on the phone. Sony is currently waiting for the customer's response.Thanks, GraceSony National Customer Relations

Dear Dispute Resolution Services: Sony has contacted the customer thru phone. We offered the customer an exchange, KDL75W850C for $740.00 plus sales tax if unit will be diagnosed without physical damage. Customer accepted the offer. Sony will contact the customer once the evaluation...

results are completed.  Sincerely, [redacted]

Review: My camera kept over heating while in use before shutting off completely. I called Sony about the issue and sent it in for repair with my proof of purchase. I've waited for a few days and tracked my repair status on Precisioncamera.com and seen my repair status had an error icon that read delayed. I gave them a call and they notified me my camera was not repairable and they will be sending the camera back to me unrepaired. I gave Sony a call and told them about the issue and was told by the representative that they will be replacing my camera with a different model that is similar to the model I owned and I will be given several choices to pick from. He took my info and told me I will hear back from Sony customer solutions within 24-48 Hours. After the time frame ended I gave another call back to Sony to let them know I have not received a call and they escalated to customer solutions a 2nd time and gave me the same time frame of 24-48 hours, again after that time frame ended I gave another call back to Sony and was told this time it will be escalated again to customer solutions with an urgent status and give it another 24-48 Hrs. Time frame once again ended and was told it will be escalated to customer solutions again with a critical status. Time frame once again ended and I was finally told the reason I have not heard back was because Precision camera have not contacted Sony customer solutions even though I had already received my camera back unrepaired. I gave Precision camera another call and asked what’s going on and they told me my camera was water damaged and that voided the warranty so there was no reason to give Sony a call for an update. I explained to them that the camera was not water damaged in my care and they would have to talk to their technicians and find out what happened.

I’m not silly enough to get my camera wet and send it in for repair knowing full well that any water damage or any damage self-inflicted will automatically void the warranty. I worked at [redacted] for 5 years I know how this works I would not make a fool of myself and do that.

I called Sony about the issue and they once again made a new case and had it escalated for the 7th time. Since me finding out my camera somehow got water damaged in the care of Precision Camera my case was escalated few more times wait time frame to time frame and Precision Camera has yet to follow up with Sony. I really feel like I’m getting the run around from Precision Camera than Sony because I understand Sony has to hear back from Precision Camera. I feel like Precision Camera know what happened to my Camera and they don’t want to own up to their mistakes.Desired Settlement: I would like my camera replaced, Precision Camera know what happened to my Camera and they don’t want to own up to their mistakes.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Steph T[redacted] about the Sony Camera ([redacted]). Sony attempted to contact the customer yesterday and today, however, it was directed to her voice mail. Sony left a message requesting the customer to call back at ###-###-#### to discuss this matter further. Sony’s reference number is [redacted]. Thank you, Joe B[redacted]

Consumer

Response:

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 have not gotten a call or voice mail from Sony and I called the number given and I'm getting the same response " we will escalate your issue to customer solutions ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

The customer was contacted by Sony and was offered a brand new camera - [redacted] at no cost. The customer accepted the replacement offer and will receive it within 7-10 business days. Sony considers this case resolved.

Sincerely,

Joe B[redacted]

Review: I purchased a Sony Laptop (Model #[redacted]) on March *, 2014 and shortly after, the screen stopped working. I contacted Sony and arranged for a repair. The laptop was then returned, only to have the screen stop working once again. For the second time, the laptop was sent out for repair, only to have it return and almost immediately experience the same problem. This marks the third time that the screen ceased to work. I contacted Sony and was told that because the laptop is out of warranty, they could not repair it, DESPITE the fact that this issue began soon after purchase during the warranty period, and therefore is still considered an unresolved in-warranty issue. Furthermore, I was assured by the customer service representative during the second repair that if this sort of defect happened again, it would still be covered even if it fell out of warranty because the issue was initiated before the warranty period ended. I paid $848 for this laptop, and in just over a year of owning it, I have frequently not been able to use it, as it's repeatedly in for a repair that has not been properly completed. My desired outcome is a full refund of the $848 purchase price. In accordance with the Magnuson–Moss Warranty Act, if a product, or a component part, contains a defect or malfunction, the manufacturer must permit the consumer to elect either a refund or replacement without charge, after a reasonable number of repair attempts. In accordance with my federal statutory rights, I am requesting a full refund of $848 in exchange for the return of the defective product. I am fully committed to pursuing my rights in this case.Desired Settlement: My desired outcome is that I return the defective laptop for a refund of my full purchase price of $848.

Business

Response:

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]

Review: After approximately 2 years of use, the $2500 valued tv that I purchased continues to turn off and starts to blink 4 times indicating a bad LD Driver. After many attempts of resetting, following Sony website troubleshooting guides, I am filing a complaint. This complaint is to warn other hard working customers that the 46-KDL-HX820 television is defective. This is extremely disappointing to spend that amount of money on a tv that lasted only 2 years. After searching the internet, this seems to be a rather significant issue. If I wait long enough, there may be litigating consequences.

I was a strong Sony purchaser for many decades, but that is no longer the case. Thank you for your time.Desired Settlement: This should be fixed at no charge or at least a partial refund for the remaining life expectancy of similar televisions.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your

office received from [redacted] about a Sony KDL-46HX480 .

Sony has already contacted this customer, however he doesn't have enough time to discuss the issue. We would like him to call our support back so that he may be assisted. Please provide [redacted] as the reference number.

He may reach us at :

Sincerely,

Review: So I bought a Sony Xperia Z2 from ebay and when I was trying to choose the "purchase from another location" option, it did not give me a chance to mention a different location. My problem was that this phone was advertised as water-resistant up to 1 meter for 30 mins. I had some dirt on my phone so I decided to run water over it and wipe it off. All ports were closed and now there is moist accumulation on the camera lens and flash lens of my phone. My phone still works fine but when taking pictures, everything comes out blurry because of the moist on the lens. I called Sony Mobile to see what they could do and they gave me two options. First, was to put my phone in rice which is supposedly to draw out water from the phone. I will try this overnight and the second option was to send my phone in for a repair and as she described, "they will take the water out of the phone" and send it back when its not there anymore. Estimated time for repair was one month but it does not solve my problem because if I was to run water on my phone again, the moist is going to come back. I would assume the problem is with the screen if there is an imperfection somewhere that might have leaked water. I was not happy with their options since their advertised device is claimed to be water resistant when in fact, mine wasn't.Desired Settlement: If they can send me a replacement phone, I will send this one back to them. My phone is still under warranty and hopefully this can be worked out.

Business

Response:

We understand the customer returned his phone to his dealer and has had it replaced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved.

Sincerely,

Review: I had a defective travel DVD player that was under warranty. I called Sony to get it fixed or replaced. It took so many EXTREMELY long phone calls, over the course of over a week, where reps kept transferring me to other departments, to resolve. Every rep said it wasnt their responsibility! It seems that no one has responsibility or the ability to resolve a customer issue! Every time a rep said they would research the issue and call back, they failed to call back. I wasted so much time on the phone with Sony - it was torture and frustrating. Sony finally indicated that I would receive a new unit and sent me a prepaid shipping label. The label was supposed to be sent to me within 24 hours, but it took over a week and many phone calls, again with each rep saying it wasnt their responsibility. I mailed back my defective unit and when I received the response package from Sony - they had sent me a REFURBISHED DVD player. I had NOT received notice that I would receive a refurbished unit. I have never filed a Revdex.com complaint, but am so appalled by Sony's horrible customer tactics that I had to file now. I am, as I write this, on hold AGAIN with Sony still trying to resolve the refurbished unit issue!Desired Settlement: I really do not want another Sony product. I never in my life want to again deal with Sony's customer service. I would like Sony to just send me a check for the suggested retail price of the product.

Business

Response:

Dear Dispute

Resolution Services:

Thank

you for contacting Sony Electronics Inc. regarding the complaint your office

received from [redacted] regarding the Sony DVPFX750. Sony has contacted this

customer and has offered a refund with the return of the unit to Sony. The

customer refused to return the unit to Sony first. Sony will not process the

refund until the unit is returned to Sony.

If

you have any questions or require additional information, please feel free to

contact me at [redacted].

Sincerely,

Consumer

Response:

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 customer service rep who called me a couple of weeks to resolve this issue made no mention of the condition to return the unit first. In fact, the rep said that the refund was in process and would get to me in a few weeks. I have no problem returning the refurbished unit, but based on my HORRIBLE experience with Sony so far, and Sony's complete lack of responsiveness and complete inability to follow through on commitments, I do not trust that Sony will send my refund. Once the erroneous refurbished is returned, Sony will have no reason to follow through on their commitment to send a refund. To date, Sony hasn't followed through on ANYTHING they've said they do without me having to make repeated calls (wasting HUGE amounts of time and energy). This isn't complicated, it's just frustrating. Sony reps have no ability to tell a clear customer direction, and one rep is constantly contradicting the other.

Sincerely,

Business

Response:

Dear Dispute

Resolution Services:

Thank

you for contacting Sony Electronics Inc. regarding the complaint your office

received from [redacted] regarding the Sony DVPFX750. Sony has contacted this

customer and has offered a refund with the return of the unit to Sony. The

customer refused to return the unit to Sony first. Sony will not process the

refund until the unit is returned to Sony.

If

you have any questions or require additional information, please feel free to

contact me at ###-###-####.

Sincerely,

Review: I purchased a Blu-ray Disc Home Theatre about 2 years ago (6/*/13). Currently, we cannot use it because it is unable to hook up to the internet. My son had set this all up for me, and now I am lost. I researched it and it appears that there is a firmware update that needs to happen, but you can't do it if you can't get it on the internet. I called Sony 4 times and each time, takes so much time (which I don't have) and I have consistently had terrible service because they do not have answers and they all contradict each other. Bottom line, I don't have a cd on my Mac Airbook and there is no update that is for a MAC. They want me to download it to my computer and put it on a disc and then put it in the BluRay...I can't and now they want me to spend $60 to update it which is really shameful!!!! They should care for your customers. I should of been notified of this as a registered owner, and provided w/the tools to fix this.

I cannot do this and cannot pay $60... they need to take responsibility for this.Desired Settlement: Send me the cd free of charge with specific directions and a direct person to get help with. Or bring it somewhere or replace it.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony BDVN790W. Sony contacted the customer but unable to get hold of her. Customer may download the firmware update from our website or she can also order the update by just going to [redacted]. The time period for the limited warranty that accompanied the product at original purchase has expired and Sony will not be able to honor the customer’s request. Sincerely,[redacted]

Consumer

Response:

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 bought the sony player and now it is unable to work because the software needs an upgrade. I have an apple computer and the download is for a windows ( I already said this), and I have a mac airbag and there is no cd player to download on to. This in unacceptable, and I am sure there will be a lawsuit against sony.I would like this taken care of... There is no reason they cannot honor their product by providing the upgrade which is absolutely necessary to run the product. This is NOT resolved and I will not stop until Sony honors their customers. How much would it cost sony to send me the cd w/the upgrade so I can put it into the player to do the upgrade. I will send it back when I am done.... I guess $2.00 is not worth it???? WOW, what a horrible business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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 still have not received the refund for the discs and would it be possible for Sony to repair my player?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony BDVN790W. Sony has contacted the customer thru email and we advised her that we won’t be able to honor her request to replace or repair the unit . The unit warranty has expired and we have processed the reimbursement for the discs for $23.22. Turn around for check is 4-6 weeks. Sincerely,[redacted]

Review: I purchased a home theatre system from a local target store and after 5 months the dvd player stopped working, I contacted Sony and they instructed me to ship the defective unit to their Laredo Texas repair center to be repaired, I shipped the unit at my own cost and after almost 2 weeks received the unit back. I immediately tried to use the unit and was very upset when It had the same problem, the return paperwork said they could find no problem so they just shipped it back with no repair. I called and they said to ship it back again, I refused to pay 50 dollars again to ship it so they sent a shipping label and I sent it a second time. I received a call from them stating the unit was working and had no problems, I assured them that if it was working id be using it and not going through this headache, they said they'd check it again. on 6/2014 I received the unit back and it still had same problems, I called back and they suggested I try new cables, or another disc so I purchased a new hdmi cable which made no because the unit was turning itself off and the cable had nothing to do with that. I used new cables, tried several discs and hooked it up to every TV in the house, all times same problem. I called back and they told me the unit was fine so it was out of their hands so I asked to speak to someone higher up because all I wanted was a working unit, it wasn't a scam cause I wasn't after money just a working system, they said they'd review my case and get back to me, todays date is 7/**/14 so I guess I have no other option but to ask for your helpDesired Settlement: I would like a replacement unit

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVE2100. Sony has contacted this customer and offered same model at no cost. Customer accepted the offer. Customer will receive the unit within seven to ten business days.

If you have any question or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have a Sony Bravia TV model #KDL-46HX729; Serial # [redacted], (Purchased 1/*/2012) software pkg [redacted], device ID [redacted]. Registration code [redacted] Problem:

[redacted] guide has "No Data" on all channels since about 4/*/15. The TV is positively connected to internet because I can obtain & watch [redacted]. When trying to download [redacted], the screen shows: "No Connection Message" & "Try Again/Exit." I know the TV is internet connected.

SONY HAS ADVISED ME THAT YOU ([redacted]) HAVE/HAS DISCONTINUED MY SONY TV'S ACCESS TO THE [redacted] GUIDE!!!

WHY? WHEN I BOUGHT THE TV, I WAS PROMISED GUIDE ACCESS BY [redacted]!! HOW CAN YOU (Sony/[redacted]) DISCONTINUE THE SERVICE???? THAT IS ILLEGAL!!!

[redacted]Desired Settlement: Restore [redacted] guide to my Sony Bravia TVs.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL46HX729. Sony has contacted the customer however we were unable to get hold of him. We left him a message regarding the issue. We would like to apologize to the customer regarding TV Listings update problems and/or missing channel line-ups that the customer is experiencing on their internet-enabled TV. We would like to inform the customer that over the past five years, Internet and TV technology has undergone rapid change, as have the requirements of our customers - the TV manufacturers. To that end, the TV that the customer is using is no longer supported with TV Listings updates from [redacted] will no longer be supporting TV Listing on all SONY TV"s. The customer may use the One Flick Entertainment which includes a broadcast channel guide and a cable box control. For further assistance, customer may contact our technical support department at ###-###-#### with the event no. [redacted]. Operating hours are M-F 8 am - 12 mn EST and Sat – Sun 9am - 8pm EST. Sincerely,[redacted]

Consumer

Response:

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]

5/**/2015Sony has failed to provide any TV broadcast channel program guide & therefore, I still have an unsolved complaint.At 1355 hours (MSTT) I contacted Sony at ###-###-#### and talked to [redacted] & then [redacted] (Product Specialist) until 1453 house (MST). [redacted] said (after we again "Acquired internet content" &, again went through the [redacted] download which shows a "No Connection Message" even though we can acquire/watch [redacted]): he could NOT help me. He said: "One Flick Entertainment became availaable on Sony TVs in the year of 2014, not 2011 (the year of my TVs manufacture). Therefore, my TV does not have One Flick Entertainment which supposedly includes a broadcast channel guide & a cable box control, as quoted in Sony's reply (above) to my complaint.Therefore, my complaint has NOT been satisfied/completed unless Sony can update (by providing an online update) my TV with another broadcast channel guide capability as was promised when I purchased the TV!!![redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL46HX729. Sony’s final offer is a 15 percent reimbursement on a new TV purchase. Sony’s answer will not change in this regard. Sony considers this case closed.Sincerely,[redacted]

Consumer

Response:

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]

Sony's response is unacceptable & my complaint must remain unresolved!!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,