Sony Corporation of America

Review: The internet Sony tv NSX-46GT1 HAS A POOR REVIEW. WE PURCHASE IT FOR MY SON, 28 years old [redacted], at [redacted]he hardly used it because of work and study. He owned for one year and a half and suddenly the TV turn for 2 seconds and turns off then when we try a second time to turn it own it turn on a little longer shows SONY on the screen and turn off again. The red light blink 7 times stop for 3 seconds and blink 7 tmes again constantly. I bought previously 2 bravias KDL 46EX400 tv from [redacted] excellent tvs much older than the internet. We had an extended warranty for 4 years for those tv. We never have to used them and they just expire on March **,2014. We bought all the PlayStations thru the # 4. Also we owned a Sony blueray DVD. We have being a good client for this firm. But now the internet NSX-46GST TV ITS A DISSAPOINTMENT. WE CONTACT SONY TO SEE IF THEY COULD HELP US REPAIR OR EXCHANGE THE TV THEIR ANSWER WAS WE WERE OUT OF WARRANTY. THEIR CUSTOMER SERVICE LET US DOWN.Desired Settlement: The TV ITS brand new and look gorgeous but it doesn't work. Customer service don't offer you a repair plan and/or their internet site shows many complaints of unsatisfied clients regarding this model. Their customer service people are not prepared to assist clients regarding this model. I talked to a customer service from El Salvador, [redacted] and was very insolent. Their solution is if you purchased it over a year you are out of warranty and you are stack with a broken tv. I am really very dissapointed with Sony conduct regarding their customer service. I will like to have a working tv and for Sony to replace the one I bought in good faith and base on the previous products and customer service experience with Sony.

Event #[redacted].

First I requested an estimated to repair, to [redacted]. They weren't able to provide it. Then I requested an exchanged. Because they don't seem to know their product good enough to repair it.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding The Sony TV NSX46GT1. Sony has contacted the customer and advise that we have to diagnose first the unit to determine what is needed. If it really need service we still have our out of warranty process to follow. Customer been advised to call Sony at her convenience for the procedures. Our agents would be more than happy to assist her.

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

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:

[[redacted] from Sony called me. She was supposed to tell me how much will cost me to obtain a replacement for the broken but shcouldn't tell me. She was supposed to call me back. I called back tired of waiting. Couldn't reached the same person, [redacted]. I was almost and hour with, [redacted] if I am correct, explaining the problem all over again. She asked me to call to a different number where they could help me with my question. I can't played this game no more. Each call is a different customer service that don't have the authority or capacity of helping you so please hold or call some other number. I need someone to call me and tell me how can I have this tv replace by one that works. The TV s brand new hardly used.

Please help me with this matter. If you see the review of this tv model many customers have complaints and can't get adequate help from Sony.

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 her Sony Internet TV NSX46GT1.

We have already made the final offer to her which was to replace the Out of Warranty TV with a Sony factory recertified unit of the same or comparable model since repair will be uneconomical due to expensive parts. She just needs to pay $579 plus tax; the TV will have 2-year warranty or she can go for 15 percent discount for new TV purchase from our Online Store.

Since customer made it clear on her statement that she declines the offer and prefers to just buy a TV worth $310 from our resellers, then we will consider this case closed.

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

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 need them to explain me why they want to sell their on tv to a customer for a much higher price than to a so call reseller that sale it for $310.00 by [redacted] Sony customer service. I haven't find no store that sells that tv for that price. That is an information mentioned, as if said before by Sony customer service agent [redacted] that called me to solve this problem. Also she told me they do not repair or their are not in house technician with the ability go guiding customers because this model is an obsolete model. Again the $310.00 resellers value and obsolete model is information provided to me by [redacted] Sony's customer service represent ant assigned by Sony to deal with my problem. I WIKL PURCHASE THAT MODEL FOR $310.00 DIRECTLY FROM SONY TO RESOLVE THE MALFUNCTION OF THE TV I PREVIOUSLY PURCHASE FROM [redacted] JUST BEFORE THEY CLOSED THEIR STORES. [redacted] TOLD ME THAT IS THE VALUE SONY CONSIDER THIS OBSOLETE TV IT IS MARKETABLE FOR AGAIN PER [redacted] FROM SONY.

BEST REGARDS,

Review: I purchased the Sony ICFCS15IP 30-Pin iPod/iPhone Speaker Dock from [redacted] on April [redacted] 2014. I noticed the power supply on the AC plug made a little noise but it wasnt that bothersome. A few months later the AC plug started to make a louder ringing noise (its like a ears ringing sound but alot louder) so I decided to call Sony about the matter to see if I could get a new AC plug. When I called they said they would send out a brand new system (because mine was still under warrenty) and that I would have to send the old system back in the same box and they would supply a shipping label. A few weeks passed and no new system so I called back again and I dont remember exactly what the guy(had a really strong accent) said but he said that they were just waiting for product receiving to come through and that I could call them with updates. Few more weeks passed and I call again today July [redacted] 2014 to see if they shipped out the ipod dock and the lady said I had to ship out the old ipod dock and then they would send me a new one, heres my problem: I am poor I have no money to ship out a package much less get down to a UPS store because I dont have a car and our UPS store is far on the other side of town. I told the Sony rep that all I needed was a new AC plug and she kept arguing with me that the cord isnt able to come out, which it is able to come out because its just hidden right behind a little door that has a screw on it. I asked to speak to a [redacted] about this several times and she would not transfer me as well. The call ended today with her doing a call back with higher tech support and that they would call me within one business day.My case number is [redacted]Desired Settlement: Either they send me a new AC cord or pay for the shipping to send back the old ipod dock and send me a new ipod dock.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the ICFCS15IPBLK. Sony has contacted the customer and was sent a prepaid shipping label to send the unit to our exchange department and the customer agreed to send the unit to out exchange facility.

If you have any questions 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 have determined that my complaint has NOT been resolved because:

I still haven't received the shipping label.

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

Sincerely,

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from[redacted] regarding Clock radio with model number ICFCS15IPBLK and serial number [redacted] . Sony has contacted this customer and confirmed that she did receive the pre paid shippinglabel that we sent to her email addres.

If you have any questions or require 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 am submitting a complaint against the Sony repair center in [redacted] TX. I contacted Sony regarding problems with my Sony Vaio laptop under warranty and filed a repair order with Customer Relations by UPS.The laptop had no prior physical damage when the unit was sent to be repaired by Sony. The symptoms of the laptop were serious and I explainec to the representative of Sony Customer Relations that the laptop is not repairable and I am requesting a new laptop. The Customer Relations Representative stated "before Sony can replace the laptop our technicians would have to confirm the laptop is not repairable."The Sony Warranty is within the one year time frame and I have had constant problems since the laptop was purchased from the Sony store in [redacted]. I have tried System Recovery several times and this feature does not work any longer. The laptop conditions have worsen and the unit quit working completly and made load vibrating and clicking noises when turned on and stated "no operating system"Desired Settlement: I am requesting a new Sony Vaio laptop be mailed to the address on file under the Warranty. The laptop was purchased not even 6 months prior and I have had problems since the purchase.

Business

Response:

November

[redacted], 2013

Review: I purchased a Sony Vaio computer in 2013 . I was told at time of purchase , that I could have unlimited technical help for FREE . After the first year I paaid them $180 to extend the warranty (technical assistance ). Without telling me they changed the terms and agreement , requiring me to pay $49.99 to determine the problem and another $199.99 to solve EACH problem . This is a classic case of `bait and switch ` ; and they should be ashamed of themselves. They are now selling off their computer business and I am stuck with any problem (technical or otherwise ) ; on my own .Desired Settlement: To gain 2 more years of technical support , which I paid for .

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVE1712BCXB. We called customer on May **, 2014 and he returned the phone call today, May **, 2014. We explained to the customer that Sony Protection Plan does not cover any software-related issues.

If you have any questions 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 have determined that my complaint has NOT been resolved because:

I originally signed a complaint against Sony for not fulfilling their continuation of technical support on a computer I bought in 2013.I paid $160 for renewal of the technical support and when I tried to obtain help was denied the support . I made the deal in `good faith`. I received a notice today that the matter has bee resolved. NOT TRUE ! sony sent me a survey to my Email which I completed and still has not directly solved my problem or contacted me since. I am still angry that my complaint is being ignored and I was told to contact a [redacted] , which I did . Still no resolution of the facts. Taking a survey , which I have done before for sony , is NOT A solution to the problem . will you please look further into this problem of backtracking on the original agreement and renewal and contact me at ###-###-#### or my email :[redacted] . Thank you .

[redacted]

I cannot document the fact that I am entitled to technical support , which Sony refers to a software support . On four (4 ) separate times I was assured on the telephone that I was entitled to the extension of technical support and that I would in good faith be sent a copy of such agreement via my Email ( [redacted]) . My problem began when after each promise , the agents or whomever was in charge never sent me any notice . In fact in dealing with Sony today (June * , 2014 , I was told that the company , Sony apoligizes for never having sent the Email . this is on my [redacted] account . I don`t know how to get it to you from [redacted] , but I give you any permission necessary for you to see it on my [redacted] page under messages . Even though I wrote in complete detail to Sony today the complete information on the problem ; each time they give me a different Email address to keep repeating myself . In fact one address had no way in which I could leave ANY kind of message. Since I bought this computer last year this company has decided to stop manufacturing computers at all and I am holding the bag and am given a constant run-around . finally , If they refuse still refuse to honor their agreement ; I would like the payment of $160 to be reimbursed in full . Thank you , [redacted]

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVE1712BCXB. We have been trying to get in touch again with this customer since June **, 2014 to discuss this issue. We sent him a Contact-Us email today June **, 2014. We are currently waiting for the customer to call back.

Our response has not changed since our original response. We explained to the him that Sony Protection Plan does not cover any software-related issues. Moreover, Sony spoke with [redacted] on June **, 2014, and he requested the Sony Protection Plan canceled since it does not cover software-related issues. Sony has processed refund for the Sony Protection Plan on June **, 2014. We consider this claim/case closed.

If you have any questions 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 bought a Sony Bluray changer in 2011. The changer was $1899. However I spent $25000 to have it connected throughout my house. also, spent over $8000 on Bluerays for the changer to perform its function as a media library.

the changer started to malfunction about four months ago. It was almost impossible to get any support from Sony.. about seven weeks ago Sony directed me to send my device to a repair facility in New York. Sony told me they do not cover shipping cost. anyway, I sent the device and paid for the shipping

The repair facility identified that is causing the malfunction and needed to be replaced. however they informed me that Sony stopped making parts for the device. then, the repair facility recommended from Sony to replace the changer.

Throughout this entire process Sony have been very slow, irresponsible and extremely rude ...

finally, today Sony offered me to buy back my device.. the buy back will cover the cost of the device $1899 + tax... I informed Sony that I am not interested in a refund. I requested form Sony to replace of fix the device however, they refuse ..

The device is currently cost much more and sold at several Sony retailers, the price for these changers are over $4000 at this time. Sony representative said that the cannot issue a replacement from a retailer.

So, I will have to spend over $2000 to get the same exact changer. My changer is still under warranty and as I mentioned , I spent over $25000 to have this system installed which is worthless without the changer not to mention the cost of the blurays that I cannot use...Desired Settlement: Request for Sony to replace my device... this is the least any responsible manufacture would do...

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony BDPCX7000ES. We have advised the customer that a refund is going to be process for his unit, under reference number [redacted]. We would also monitor this case for the customer which is currently being handled by our customer relations department.Sincerely,[redacted]

Review: I have owned this Sony Cyber Shot HX-300 digital camera for about 2 years. This camera had a one year warranty. I am aware that it is out of warranty. I started a search on the internet and found that this problem I have is very common with Sony and many of there devices. The error is E-62:10.. It is a stabilization error. The internet is loaded with people like myself that are trying to get Sony to admit there design flaw. One forum stated that [redacted] had one batch of this HX 300 camera's that over 50% had this 62:10 error. I have taken very good care of this camera. Please do a internet check of this issue I'm talking about and the facts are clear. I have been in contact with Sony and I escalated the issue with my camera Sony technician said they would call me within 24 hours. They did NOT call but I did receive a email saying. Quote: [redacted]. End Quote, Please understand that if this was a isolated malfunction I would not expect Sony to

be responsible. This is not the case please look at this and HELP ME AS WELL AS THOUSANDS of others with this problem. Also this issue is not just confined to my camera but several other Sony products. I did contact Precision Camera as suggested by Sony, they estimated the cost approx. $210.00 and said it was a common problem. ThanksDesired Settlement: Sony Corporation needs to fix my camera or replace it. Revdex.com please look into this as my complaint is valid. How many others have contacted you with this same error issue. Thanks in advance.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Digital Camera (DSCHX300). Sony contacted the customer via email and the content of the message is below:

“Hi [redacted],

We received the complaint you forwarded to Revdex.com. We understand that you are having an issue with your Sony Camera and we apologize for the inconvenience the issue may have caused you.. There may be other customers who are experiencing the same issue on the camera, however, please be advised that Sony does not have a known issue for this model. Since the warranty is already expired, we regret to inform you but we are unable to cover the repair. We can send you a free shipping label to your email so you can send the unit to Precision Camera for evaluation/repair. Please confirm your shipping address if you would like to send the unit to Precision Camera so we can email you the shipping instructions as well as the shipping label.

Thanks,

Grace

Sony National Customer Relations”

Sony is currently waiting for the customer’s response.

Regards,

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:

My question to Sony Corp. would be, How many occurrences of the E-62:10 error message flashing on my model HX 300 would it take to constitute Sony to take responsibility and fix my camera as well as all the other models including several camcorders Sony has produced with this same stabilization error. Here is a copy and paste. [redacted]

Review: My Sony VAIO Laptop was still under warranty when I was having problems with it, it began to overheat and the laptop fan got noisy so I called Sony to set up repair. In an attempt to not honor their warranty time and time again the customer service representative suggested I download an update to fix the problem. I did as he suggested and my laptop only got worse, now my laptop couldn't connect to the internet and the audio was also disabled. So the associate finally arranged to set up repair for my product. I shipped out my laptop to get it repaired and then received an email from Sony stating that I had to call them to authorize the repair, for which I was supposed to pay $479.99, (the cost of the laptop was $549.99!) because my repair was not within the warranty terms because my laptop had "physical damage". My laptop had no physical damage when I sent it out, their response was that the cable adapter for the battery was damaged, which is false, the cable adapter works fine and worked fine when I sent it out and in addition my laptop had "physical damage" because it was missing a screw at the bottom. Really, 1 screw? The laptop and all it's components were in tact and that 1 screw had no impact on it's performance. These accusations are a completely ridiculous ploy to not honor their warranty. My laptop had minor issues before sending it out and after soliciting help from their employees, my laptop only got worse and now they are refusing to repair the additional problems they caused? Wow!Desired Settlement: To have my laptop repaired under warranty as it should have been done. Especially considering they further damaged my laptop.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]egarding his Sony VAIO SVE14A35CXH. We have been trying to get in touch with this customer since June **, 2014 to discuss the issue. We sent him a Contact-Us email on July **, 2014. Sony has not heard from the customer to date. Sony needs a copy of his receipt so we can review and check possible options for him.

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

Review: purchased laptop 5/2013, wireless connection continuously drops

Purchased in May 2013 and had problems from the onset with the wireless internet connection dropping. I worked with Sony e support three times to try to correct the problem but to no avail.We reinstalled the driver, make changes to settings and no change. Sony sent a hardware tech to replace the wireless card and motherboard and the problem still persists. Finally the laptop was mailed to Sony repair. After two weeks, I received the laptop with no explanation. The laptop continues to drop the wireless connection. No other computer in the house loses their connection therefore, the problem is related only to this Sony productDesired Settlement: At this point of Sony is not able to identify the problem with the laptop since the product is less than 1 year old and I have been complaining about the problem for four months now, I want the product replaced or a refund.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE1413CCXP. Sony has

contacted this customer and had customer run update from our support site.

Wireless connection is now stable.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

###-###-####

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE1413CCXP. Sony has

contacted this customer and has agreed to buy back the computer. The computer

is scheduled to be delivered back to Sony on 12/**/13. The customer should

receive the check in about 2 to 3 weeks.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

###-###-####

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 made a purchase of recovery disks for my VIAO computer I authorized Sony to debit my card/bank for $43.36 they took out two payments of $43.36. Order # [redacted] In talking to your customer service I got many different stories. They could see the double charge but want me to prove it to them! And the rules for that was 3 different rules depending on who you talked too. After dealing with Sony support I will not buy another Sony product you have cheated me! I will not recommend any Sony product again! I am so disappointed in Sony.Desired Settlement: Return the money of $43.36 that you took back into my account.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony sales charge. Sony has contacted [redacted] and has apologized for the issue. The second charge was cancelled and removed from her credit card.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

###-###-####

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 contacted Sony Repairs twice now- two different locations. Both did not help to repair my camera which is under warranty until 12/**/14. The second call was made to Sony Repair Center ###-###-####. They continued to put me on hold, come back and ask for information. I was on the phone for quite a while and then told everything would be emailed to me in regard to the repair. I never received an email.Desired Settlement: I would like to get my camera fixed or replaced, as it is still under warranty.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about her Sony DSCW730/L. We contacted the customer already, however we were not able to speak with her directly. We would like to refer the customer to Precision Camera Support Hotline ###-###-#### // support hours Monday-Friday 9AM-5PM ET.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 have tried that phone number and can not get through. Selecting different options I can't get through or it cuts my call off. I don't know if it's a valid number.

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 DSCW730/L.Sony has already informed the customer on how she can check the status of her ongoing repair. She was provided with a link [redacted], Tel no – ###-###-####, Website – [redacted]. These should guide her with the repair status of her unit.Sincerely,[redacted]

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,

Sony Corp owns or uses a company called My Play Direct to distribute its products such as CD's, DVD's, movies, etc. My Play Direct has a Customer Service link on its site but no real way to contact them unless you submit an email from their site. I have submitted emails asking questions and waited for responses, sometimes getting responses from different people who say they are working on my question or order inquiry, but no one ever really provides a reasonable time frame for a response or fulfillment question. With no way to contact My Play Direct, I have found this service to be VERY unreliable to deal with. I would not recommend this service to anyone.

Review: I bought Sony Bravia TV along with 5 year extended warranty from Sony outlet store in Wrentham, MA on **-May-2012.

Model nuber [redacted] Serial number [redacted] Extended warranty certificate number [redacted] These days whenever we watch our TV for a couple of hours continuously the screen splits in to two with 80/20 horizontal percentage ratios approximately. The issue can occur while watching cable TV, videos on the internet or HDMI content from a connected laptop. The timing of the day/week does not matter. This has been happening consistently for a while now.

We contacted the phone number provided on the warranty on *-Nov-2013 without getting any resolution.

I contacted warranty team again on **-Apr-2013. They asked me to contact technical support team on a different toll free number. When I contacted the tech support they said they

could not help me and I need to contact the warranty team in turn again.

Sony is NOT offering service promised for which I paid in advance.Desired Settlement: Fix my TV or return my money

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL60NX800. We already contacted the customer and Sony had agreed to provide him a replacement television at NO COST.

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

Review: I am filing this complaint because my repeated efforts to resolve an in-warranty exchange for my Sony portable DVD player was getting nowhere. The event ID that Sony Customer Service gave me for this is [redacted].

Subject of issue:

This is regarding an exchange for my Sony portable DVD player that I bought through [redacted] on 10/**/2013. It worked only for a few days and stopped working even when a new DVD was used. It just got stuck a lot.

First try for Repair Service

So, I tried to go online (around March of 2014) and set up a repair. It asked me to pay $6 for shipping and send the device so that a replacement could be sent back. But, my credit card did not get charged and no UPS label was sent to me as mentioned. I also lost the details of this transaction as my computer crashed soon after.

Second Try for Repair Service

I called Sony again around May 2014 and they no longer offered me a replacement for $6. They said an exchange would cost me $33. After some negotiating and customer service called me to back a week later to inform me that they could do it for $16.50. I was asked to ship the device and all that came with it. I had to spend for shipping myself and I sent the device to Sony in mid June. I got a call from customer service around [redacted] or [redacted] of June to say that they received my device and a replacement was going to be put on a truck the same day and that I should be receiving it by the following week.

Follow up in July

I waited and called Customer Service again on July [redacted] only to be told that nothing had been shipped because they were having trouble finding a replacement device. I was told someone would call me back within 72 hrs. I neither received a call nor the replacement device yet again. I decided to try sending emails to Sony Customer Service and no one responded to the emails. I had to do try email because every time I try to call customer service, the wait times are ridiculous to get to someone. After that they keep putting you on hold to check their notes and that takes forever, Each call to Sony customer service takes about an hr of my time. After all this, I called again on July ** and voiced my concern and growing frustration to the customer representative [redacted] with ID [redacted] Again this call involved was a lot of wait time and checking of notes by putting me on hold. After being patient for so long, I was informed by [redacted] that a device has been identified and is going to be sent to the warehouse after which it would takes 10 days to send it to shipping and she had no tracking information or definitive ship by date information. I wanted to escalate and I was informed that there is no live supervisor support and given this email to escalate and was also told that the wait time for a response to this email would be 2 weeks.

I did send an escalation email to the email ID provided

My Concern

We have always been buying Sony products and currently own a TV and a Blu-Ray player manufactured by Sony and have never had any major problems with your products.That is why there was no doubt in my mind to get a Sony Portable DVD when I was shopping for one. I never expected it to stop working so soon and most of all never expected such poor customer service response from Sony.

The customer service wait times are ridiculous and the response is very poor. I should not have to wait over 3 months for you to send me a replacement device. I have called Customer service on June [redacted], July ** and July **. They have no record of the calls made by customer service to me which was sometime in May and end of June

I did send an email to the email ID that was provided to me for escalation ([redacted]) on [redacted] of August, 2014 and have received no response so far. I did not receive even an acknowledgement to the email I sent.Desired Settlement: Desired Resolution

After all the time and money that I have spent on this, I don't think it is even worth getting a replacement device. My kids have forgotten about the portable DVD player now. I have spent $69 to purchase the device, set up an exchange for $16.50 and spent about $20 to ship the device. I can't put a dollar amount to the amount of valuable time I have spent on this issue since the beginning of this year. I just do not want to spend any more time on this and want Sony to issue me a refund for the $69 plus tax I spent on the original device and credit back the $16.50 plus tax that has been charged to my credit card for the exchange service plus the cost of shipping. I will have serious reservations in the future before I purchase any Sony device because I do not want to deal with such bad customer service.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony DVD Player DVPFX750. Sony has contacted that customer 9/* and informed her that we will be refunding her DVD and she has accepted the offer.

If you have any questions 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 have determined that my complaint has NOT been resolved because:

They said they will issue a refund and asked me to email the receipts and that was when I spoke to you to close this case. Yesterday the representative who called asked me if I received the DVD player. When I sounded confused and said I thought you were issuing a refund, she said she did not receive my emailed receipts. Then she tried to say the amount will be pro-rated because I used the player for a few months before it became defective. Then she said everything is approved and ready but when probed, said that the accounting department has to approve and it takes 6 weeks after that for me to receive it.

They are very inconsistent with what they are saying and doing and I do not get a good feeling about this. They continue to waste my time as if the 6 months that I have already spent on this is not enough. That is why I called you yesterday and appreciate your time spent on this. Anyway, the amount that I have been approved for (according to [redacted] is $99.45. Hopefully, we can come to a fruitful conclusion.

I want to understand my options at this point. I am not sure about the amount they are going to refund me and whether they will stick to the amount that was mentioned on the phone.

Do I have to wait 6 weeks for resolution?

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] regarding The Sony DVPFX750. Sony has contacted the customer and was advised by the customer that she did receive the check and will close the complaint.

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

Sincerely

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,

Hello [redacted]

I have received the check from Sony today in the mail. A customer representative called me and I confirmed the same to him. I tried to close the complaint online but was unable to do so as I do not see any corresponding options on the screen. Please do consider this as closed from my side and update the status accordingly.

Thank you for your time and effort regarding this case.

Thanks and Regards

Review: Case # [redacted]. A little over five weeks ago, I contacted Sony tech support because my HD TV stopped working all of a sudden. They helped me trouble shoot the issue then informed me that someone would contact me in one to two business days to schedule a repair. Five days later I had to call them back because I didn't receive a call from anyone. They once again tried to trouble shoot my issue and told me once again that someone would call me back in two days. I then waited another four days and I once again had to call them back because I hadn't received a call from them. They then told me that my tv would need to be replaced and could not be repaired. Although frustrated at this point, I agreed to allow them to exchange it. I was then told I needed to give them my credit card for them to send out a replacement and that I need to send my tv back once I received the new one. I agreed and gave them my credit card info. Then another loophole. They then told me that I needed to provide proof of purchase for them to send me another TV. However, this tv was purchased for me through Directv insurance about 7 months ago. After going back and forth with the rep on the phone, she got her manager to agree to send me the tv without needing proof of purchase. I also told he rep that I needed the tv before the 4th of July because I have company scheduled to stay at my house for the holiday. I tried to call two weeks before when I first encountered the issue but now here we are 5 days before and I still have no working tv. I even offered to pay whatever cost was associated with expedited delivery, but she told me she couldn't do that for me, nor could I speak to anybody that could help me with this. This representative wound up hanging up on me as well.

Five days later, I get an email from Sony asking for proof of purchase. Although I was infuriated at this point (after the holiday weekend) I contacted Directv and they expedited a proof of purchase receipt through email, which I sent to Sony immediately on July **, 2015. Today July **, 2015, I called Sony ONCE AGAIN and they tried to give me the run around once again. He gave me several different excuses, first saying that I didn't send proof of purchase. Once I told him I did, he told me that he sees that they received it and tried to tel me once again that he would have someone call me. I then became beyond furious and told him that is unacceptable because nobody will call me back and I'll still be waiting for my tv if I allowed him to get off that easy. He then admitted to me that my tv model is out of stock!!! Now I am raging and asked him why nobody ever communicated this to me and why I wasn't sent a better model or a bigger tv if that was the case. He then only told me all he could do was have someone call me back. I asked him repeatedly if I could talk to his supervisor and he refused to allow me to. At this point I have had enough and I have been doing everything and more that they've asked me to do, however, I'm being treated like trash. My tv is still well under warrantee and it malfunctioned on its own and I can't get it replaced. I don't know what else to do, thus I am writing here as a last resort before hiring a lawyer.Desired Settlement: I am not the type of customer that has the time to complain, accept for an outrageous situation such as this one. I am also not unreasonable with my resolution. All I want is for my tv to work and since that apparently can't happen, I want it replaced as soon as possible. I've already been embarrassed when my guest were here for the holiday weekend with no tv and I have unnecessarily devoted time that I didn't have to spare to get his resolved.

Business

Response:

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]

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,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony TV KDL60W630B. Sony has contacted the customer and apologized for the delay of the check. We advised the customer that the check was reprocessed due to system error. We assured the customer that he will receive the check this time as we are working closely with the department that is processing the check. Customer does not want to accept our apology. We inform the customer that we are unable to expedite the process and the best thing that we can do right now is to wait for 4-6 weeks. Sincerely,[redacted]

Consumer

Response:

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.

Review: I purchased a sony vaio laptop last year. The computer never worked well. 9 months after purchase it would not turn on at all. I returned to the sony repair station per the instructions from sony support phone line. Several weeks later I got a phone call stating that the computer could not be fixed, there was a part which was malfunctioning and they no longer made that part. I was told I would recieve a full refund for the purchase price in the form of a check in the mail. I have not recieved any correspondence from sony since, and I am unable to get in contact with the office that handles the refunds, there is not direct email or phone number. I have called tech support every 2 weeks for 5 months asking for someone to call me back, and I am unable to get a response other than "someone will contact you later".Desired Settlement: I would like the promised refund on my credit card OR in the form of a check.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT131390X. Sony has tried to contact the customer but we failed to get in touch with him. We would like the customer know that Sony is currently investigating the status of the refund check that was offered to the customer. Ou[redacted] repair facility already sent an email to the billing department to check on this matter. Sony will contact the customer once we have an accurate information regarding the refund check.

If you have any questions 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 have determined that my complaint has NOT been resolved because:

I have not received a satisfactory resolution to the issue. At the current time the only response was that [redacted] has contacted someone to "look into it". There has not actually been any discernable forward progress made towards resolution. The response from the company should be tailored to what decision will be made towards issuing a refund for the malfunctioning computer. I have been told for the last 6 months that the company is investigating the problem. I would like to know when I will receive the refund.

I have also included an email reply to [redacted] which was the only method of contact provided me by the technical support phone number from [redacted]'s previous response. I have not yet been able to speak to anyone in the customer relations, billing department, financial department regarding my issue. The only contact phone numbers provided have been for technical support (and since I do not have a technical issue with my computer, they are unable to provide assistance).

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio SVT131390X. Sony has contacted customer 9/**/14 and we were able to speak to him. [redacted] agreed to just send him email if we already have the update on when he will get the check. We came up with this decision due to difficulty in reaching the customer and vice versa. Customer requested to be updated weekly if it is possible, so at least he knows that we are working on his issue. He said that if he gets email from us, he will just respond via email not phone call.

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

Consumer

Response:

The issue is not actually resolved until I recieve the refund. I will give the company more time to issue the check (it has already been 5 months). Hopefully I will not have to use the Revdex.com services to resolve the issue in the future and the finance department at Sony can track down the information they need to send the check. Thank you very much.

Sincerely,

Review: sony store in [redacted] ###-###-#### is where I purchased a sony xperia 6602 cell phone 6-**-14 and has a malfunction and was told to call sony xperia support at ###-###-#### and do a ram repair request ram# [redacted] and sent the phone to sony electronics [redacted] on 8-**-14 and got it back on 9-*-14 on the same issue, twice the same issue before and received back for severe over heating and reboots and sony mobile is aware of this kitkat android 4.4.2 update. this phone automatically updates and I was angry for this so sony told me hot to stop this auto updates by than was to late I was on 4.4.2 kitkat and this phone I paid 450 dollars in june [redacted] today is 9-*-14 and after the repair still does the same issue this is a danger of fire in my house and family if phone overheats and catches fire,I told them of this issue on 9-*-14 at sony xperia support and had no resolvement there customer service is terrible I need help on this issue this phone I also paid out of my pocket 16 dollars to send in for repair and still the same issue..no way I want a new replacement, the receipt I got back on the supposed repair is SONY MOBILE USA [redacted]Desired Settlement: I want a new replacement for this product that has a dangerous over heating issue and rebooting ..they can do this for all the inconvenience I have had..PLEASE HELP, THANK YOU

Business

Response:

Sony contacted the consumer and has offered to swap his current phone with an Xperia Z C6602, or T-Mobile configured Xperia Z C6606. We are waiting on his choice of these two units to proceed.

Review: My psvita in warantee, I set a service request and I wa told we have been having issues in my case. My screen is not cracked but when you shine a light on it you can see a dark spot on the inside of the screen. So they sent me a shipping box. Receieved an email that my psvita is out of warantee and that I have to pay for it to be fixed. I spoke to [redacted] - ID # [redacted], who is a [redacted] and told me that my warrantee is not covering abuse on the system and that I have cracked the sreen. He said you can not see the cracked screen unless you take the system apart.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Not Entered

Business

Response:

This complaint was fowarded to Sony Playstation

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]

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

Sincerely,

Consumer

Response:

This case was in silent for a long time and since it was silenced and nothing has been done on Sony's side - I decided to throw away the defect product and promised myself never to buy a Sony brand items anymore.

Review: I purchased a Sony laptop in 2013 for $901 that has been defective since the day I removed it from the box. It has been back and fourth to Sony repair several times and it still does not work. I have asked for a refund, sent Sony letters for a refund and they ignore me and hang up on me when I call their 800 number. Their employees are very rude and disrespectful to me.I would like a refund for my laptop and the extended warranty I paid for.Desired Settlement: I would like a buy back (refund) of my laptop and 3 year warranty.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15215CXW. Sony has contacted the customer and agreed to have the unit buy back the unit and SPP for total of $1051.68. Check will be delivered within 4-6weeks.

If you have questions or require additional information, please fell free to contact me ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

When Sony Corporation of America has fulfilled their obligation of a total Buy-Back and I have the check in hand, I will then consider this case resolved. Until then, this case is open and active until otherwise. Sony Corporation of America has made numerous offers to Buy Back my laptop, I have spoken to numerous employees over the last year, nothing has been resolved.

Sony Corporation of America would like me to return my laptop to them before they issue a full refund, they will not issue an email or written letter to this fact. It could take months or years before I am issued a refund, what guarantee do I have once they receive my laptop that I will get a refund. I need something in writing or an email.

?

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio SVF15215CXW. Sony has requested a box and prepaid shipping label so that customer can ship back the defective unit to Sony. Once we receive his unit, we will process the agreed upon refund of $1051.68. Check will be delivered within 4-6 weeks.

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

Consumer

Response:

Refund from Sony has been received in full by Company check. I would like Sony to retrieve all my photos and folders on the effected laptop and returned to me.

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 purchased a Sony Vaio SVS151290X laptop online from Sony's online store on 2/*/13 for $997.49 (plus tax). I customized the laptop online by choosing specific options (memory, graphic, etc). The laptop was packaged and mailed out to me on 2/**/13 (I have the packing slip to prove it) and I received it on 2/**/14 (I still have the FedEx tracking number to prove it). This shows that I received the laptop 19 days after I ordered it.

The laptop suddenly stopped working on 2/**/14. When I tried to turn the laptop on the screen was completely black and the computer would shut itself down in a matter of seconds. This was repeated several times. I have already followed all of Sony's troubleshooting steps and none of them worked. I take very good care of my laptop and I have never had this sort of problem before. I believe that a $1000 laptop should be made better than to stop working in a year's span through normal, careful use. I have tried contacting Sony to get my laptop serviced, but was told that my warranty had expired on 2/*/14 (aka one year after the purchase date). Normally, this sort of error would be resolved under Sony's limited warranty, but I was told on the phone that the warranty began on the date of purchase, not the date that I actually received the laptop so I was not eligible to have free repairs. I believe that this is grossly immoral and an example of bad business practice. On the date of the purchase (2/*/14) the laptop literally did not exist (since it was customized it was special ordered and made). The computer had to be first put together, mailed, and then finally received by the purchaser. I do not think it is correct, or right that my warranty coverage was being used up by Sony's slow production process. It seems almost blatant to have such a slow process in order to allow Sony a smaller coverage window for the purchaser. If the warranty covers one year, the warranty should start on the day that I received the laptop (2/**/13-2/**/14). Today is 2/**/14--this is still before I even received the laptop one year ago and it is unacceptable that the warranty should start when I simply placed the order online. I feel like this is common sense and that it it is ridiculous for Sony to deny my rightful warranty coverage. I feel like I was cheated and sold a bad product. It is unacceptable to pay $1000 for a laptop to have it break within 1 year of receiving it.

I am very disappointed because up to this point I have been a very loyal Sony customer. I will no longer consider Sony first when making electronic purchasing decisions if this is how they treat loyal customers.Desired Settlement: I think that Sony should either replace my laptop or provide me with a refund of the total dollar amount spent on the laptop.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVS151290X. Sony has

contacted this customer and has repaired the unit under warranty. The unit has

been shipped back to the customer and is expected to be delivered on 03/**/14.

If

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

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

Sincerely,

Review: I purchased a Sony Vaio Model # VPCEF47FX and all of sudden I had no power, I tried working with EMail support team to correct the issue and nothing worked. I call the Customer service number and was told because the product was out of warrentee that I would be charged for the phone call besides any other costs associated with it. This computer has never been mis-treated, abused, dropped or anything else to cause this issue by me. Some one told that it could be the adapter and that some of these models were subject to recall. The battery and power supply is in working order, I know this because I had purchased three of the same machine, I gave the other two to family members and they work fine and I changed out battery and power pack and they work in their computers. So it is inside the computer. I feel if there is a defective part in some of these that Sony should be the one to pay of the repairs. As of right now I am getting no answer and feel they are stonewalling me because they are selling their VAIO part of the business and do not want to deal with some of us customers that have problems with them. I am on a tight budget and thinking I will be taking my son up on his offer to loan me the money to purchance a new computer. Sony has lost a loyal customer. I know as soon as I can I will be replacing all my Sony products with another brand because of this experience I have had and will also not recommend Sony to any of my friends and family.Desired Settlement: Either they fix it free of cost or replace it would be nice, I faithful use my computer and have been with out it for sometime now and have to borrow my familes computers which I do not like to do because it is not mine.

Business

Response:

February

[redacted], 2014