Sony Corporation of America

Review: I have a 2 year warranty on my Sony Vaio Laptop Model # SVT15112CXS, Serial # 545283510001305, Service Tag # [redacted]. This machine suddenly stopped working and I called up Sony to get it repaired. I was alarmed when Sony Customer Relations told me that thier service process changed from - obtaining an Event Id# and Work Order #, going to UPS and UPS then shipping to Sony Loredo TX for repair. New Process - Visit any [redacted] Store - who will process the repair request. I visited a [redacted] Store in [redacted]Store # [redacted]) ([redacted]) today - 6/**/14 - who told me they knew nothing about [redacted] servicing or processing Sony Vaio Manufacturer Warranties ( [redacted] - [redacted] & [redacted] - [redacted]). Furthermore, when I called up Sony Customer Relations - they refused to transfer me to a [redacted] or to a rep in the US. They said - [redacted]s don't deal with customers, they only do administrative work! (Agent - [redacted], Id# [redacted]) So now I'm caught in the middle and no where to go - having wasted a lot of my valuable time in the process!Desired Settlement: I want sony to send me a box with a shipping label - so I can send the machine to their repair facility in Loredo TX.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVT15112CXS. Sony spoke with [redacted] on June **, 2017 to discuss the issue. We processed sending him a box with a prepaid shipping label so that he can send the unit to [redacted] for In Warranty repair.

Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

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:

[Your Answer Here]

Greetings [redacted]

Thanks so much for your call this afternoon.

Here's the update with Sony.

I recieved the box from them. I sent this machine over and even after 2 weeks haven't recieved the repaired or replaced laptop. I infact recieved an empty box from Sony a few days ago which suggests that either they don't know that I already sent my laptop 2 weeks earlier or thier internal customer relations and shipping departments are not communicating effectively. Either way, I, the customer am the Loser.

Also, everytime I call up Sony to inquire about the status of the repair, I get the run-around since the agent can't pull up my file - despite my sharing key details like my event ids and work order numbers.

They even go as far as asking what the model # & serial number & service tag # are (all that is connected with my customer profile when I provide them with my telephone number ###-###-####) and still they ask!

Please help & thanks a ton in advance for all your efforts!

Thanks for your time and have a blessed week ahead.

[redacted]

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 SVT15112CXS . Sony has contacted this customer and we were advised by the customer that he did receive the unit from [redacted] after they repaired the unit, and now the unit is working fine we advised the customer to call us back if he will have any issues with the unit

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: On May [redacted] 2013 I purchased a HTCT60.B sound bar at the Sony Outlet store in [redacted] (which has now closed). Along with the soundbar, I purchased a Sony Protection Plus 2 year service plan. Unfortunately, the sound bar has never work since it was purchased. After approximately 45min-1hr the sound cuts out. I originally reported this issue in the summer of 2013 and went through a number of troubleshooting steps over the phone with tech support. This did not solve the problem. This was filled as event number [redacted]. Next, Sony sent a replacement television set (I had purchased a TV from the same outlet store 2 months previous, it is also covered by an extended warenty.) Again, this did not fix the problem. Sony then sent a repair man who replaced some components in my TV. Again this did not fix the issue. Sony then transferred the complaint from the TV department to the home theater division. The first contact that I had with home theatre tech support (now event #[redacted], November [redacted]) suggested they replace the sound bar. I was told they would ship me an empty box for me to return the sound bar in. After a month, no box had arrived and I was told they do not send boxes for sound bars, only TVs and that I would need to find my own box and pay to ship the sound bar back. I then contacted the store where I originally purchased the sound bar and they agreed to send me an empty box and replace the unit. The empty box arrived in 2 days, and the replacement took a little over a week. I was very happy with the service I received from the local store. Unfortunately, the replacement sound bar did not work, also cutting out after 45min or an hour. There appears to be some sort of incompatibility between the sound bar, TV, and the way I recieve television signals (over the air antenna or via a computer linked by an HDMI cable). I then attempted to return the entire unit to the store I purchased it from, however, the store has been closed. My last recourse was telephone support once more. On Sunday June [redacted], I spent nearly 2 hours on the phone (most of it on hold). The tech suport group said they were unable to issue refunds and this would have to go through Customer Relations. Customer Relations said since the original 1 yr manufacturer's warenty had expired (by 3 weeks), tech suport would have to issue the refund. I twice requested they conference call the other department in, and each time they promised to do this all they actually did was transer me. I was transferred between tech support and customer relations 4 times. Each time I had to explain the entire situation again. Not once did they ask for a call back number incase we were disconected (thankfully this only happenned once).

Finally the last person I talked to at tech support, along with his supervisor tried their best to provide me a refund and were very apologetic for everything I'd been through earlier in the day, and over the last year. They were the only people I talked to over the entire course of the year that apologized. In the end, they said they could only offer me a pro-rated refund.

I would understand the pro-rated refund, or the inability to provide a refund, if the sound bar had ever work. But it didn't, and I reported this issue promtly. Therefore, I feel I am due a full refund as this product has never worked from day one.

I have now turned down the partial refund and tech support has requestd a full refund for me, but told me that it is unlikely and could not give me an estimate on how long it will take to get be appoved.

Any help the Revdex.com can provide would be greatly appreciated.

Thanks,

[redacted]Desired Settlement: 1) Credit Card refund of $105.60

2) 13 months interest on the $105.60

3) Written apology.

4) Summary of policies/proceedures that have been put in place to ensure this does not happen to other customers in the future

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Speaker HTCT60. We spoke with the customer on June **, 2014 and we have requested him to fax us a copy of the sales receipt so we can review and determine possible options. We are currently waiting for a valid copy of the proof of purchase.

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:

[Your Answer Here]

A copy of the original receipt was emailed (not faxed) to Sony at the email address they provided me with during the conversation on June **, 2014: [redacted] . This email was sent July [redacted], 2014. The only reply I received was an automated email that asked me to fill out an online survey about my experience with customer service on June [redacted], 2014. I filled out the online survey noting that the issue still has not been resolved.

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 would like to reopen Complaint [redacted]. I returned my sound bar many weeks ago and have yet to receive my refund. An email sent to Sony customer service went unanswered.

Thank you.

Review: I ordered a refurbished SONY KDL60EX645 60" LED LCD TV from Sony Store on 6/**/2014 with the order number/po [redacted] and the delivery order number [redacted]. Approximately two weeks after receiving the television, there appeared a distinct green dotted line going down the screen from top to bottom on the far right hand side of the television screen. I called Sony's customer service line and was given the case #[redacted] and was told I would be contacted about the issue. I was instructed to take photos of the defect and send them to [redacted]. I did this and heard nothing back. I called customer service and was told they could not find the email and to send them to a different email, [redacted]. I sent them to that email, waited almost two more weeks and heard nothing. I called them back and was told that I should have capitalized the email in this way, [redacted]. I sent them, again, to the new address and received the one (AND ONLY) call from a man named [redacted]. He told me to resend them again under his attention (ATTN: [redacted]). I did so and again, heard nothing for two weeks. I finally received an email from [redacted] on 8/**/2014. Mind you, I have sent the photos 4 different times to two different emails at this point. [redacted] says he can't find the photos of the TV and to please resend them AGAIN! I have called them three times since then and each time I am told by the representative (who are outsourced to the Phillippines) to wait at least two weeks for an email response because their new policy is to handle service issues only by email. I have never heard of such a thing and asked if I could talk to someone in the United States and they told me that that was not possible. As I said before, I was only contacted once by phone (by [redacted]), apparently before they changed their policy about service issues being handled by email only and once by email from [redacted] requesting the photos of the TV (again) on 8/**/2014. I have emailed Sony numerous times about this issue since then with the most recent email being sent, with the photos, again to [redacted] on 9/*/2014 and have still heard nothing. I have never in my life ever experienced such poor customer service in my entire life and it's sad because I am an [redacted] of many Sony products and services.Desired Settlement: At worst, I would like a credit card credit to the card I charged the TV to. At best, I would like at the very least an exchange of another TV model of the same size or of greater value with no responsibility on my end of paying for the return shipping on the defective television. At this point, I no longer want the television I purchased because of all the problems I have had with Sony's customer service department. I would also like to exchange this refurbished model for a brand new model if possible, to make up for the poor experience I've had.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Television Model KDL60EX645.

Sony has contacted this customer twice unfortunately he was not available. We would like to advised the customer that Sony will

honor the warranty for his unit. We can process the replacement for the same or comparable model at no charge with a 2 year warranty added and also accommodate shipping . To process this he will have to call us at:

Reference number: [redacted]

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

Sincerely,

Review: Six or seven weeks ago, I was told - after many attempts to get someone to understand a simple malfunction of my SONY SRSX5 personal Blue-tooth speaker, (that it would no longer pair with my phone or tablet,) which took close to a week tp find out in the first place, that the model was having this problem in general, and to simply send it back and they would send a replacement or an upgrade. After inquiring as to whether or not I had to pay for shipping for this exchange, I was offered a label, to be e-mailed to me, (which also took a follow-up phone call - after waiting two days and not receiving it,) to send it back to the exchange center.Adding to this initial aggravation, I had to dig up a copy of the receipt, four months after the fact, from [redacted], where my husband had purchased the speaker - even with the speaker returned in the box in which it was purchased.The speaker finally arrived back to Sony on May [redacted], 2015, (or so the department states that's when they started it into their "process" in [redacted] at their exchange department) - after being sent during the last week of April. After REPEATED calls inquiring as to when a new one would be shipped and REPEATED (on two or three different occasions) calls from different agents from who-knows-what branch of their customer service department, asking me to 'confirm' they're offer for an upgraded model (SRXS7 - which I did confirm, each time,) All this time I was repeatedly told they couldn't figure out what the problem was in their "processing" department. Every time I spoke to a rep, I was assured someone was going to see that the issue was resolved "within 24 to 48 business hours," I would wait a few days, look for an email (which I asked for almost every time, after a while) confirming that the replacement was sent, and look for a tracking number of some sort - only to receive nothing.This went on for weeks, until yesterday a.m., when still, another agent ([redacted]) told me he would take 'personal responsibility' to take care of the matter (within, or course, one or two business days aka 24 TO 48 BUSINESS HOURS!!!) I asked, once again, for a follow-up email, which I never got.Then, a few hours ago, (today, May [redacted], 2015,) I received a call from a female agent, [redacted], telling me that the model I had agreed to accept as an exchange (had agreed no less than THREE times, btw) -- which would appear to be a slight upgrade, was not in stock. So they will be cutting me a check...Which will be processed when I, AGAIN, provide ANOTHER copy of the receipt. I argued that I was told I was getting a replacement and wouldn't have waited so long if they hadn't told me they were sending it! She kept saying they have NOTHING they can send me in stock. Finally, I reluctantly agreed, because if I had known that was going to be my recompense, I could have purchased another, new speaker and just waited all this time for the check -- instead of not having my personal speaker -- which I had expected to use on several trips this spring. Then she tells me the check will take FOUR TO SIX business WEEKS!! I said "Absolutely NOT -- That is not acceptable. Why can't you send me a closer upgrade or something comparable?" "We can't we don't have any in stock."I am at the end of my rope!! I have asked, repeatedly, to speak to a manager or supervisor and been told they can't do that. I asked what the complaint process is for this situation and was given the same email address that each individual gives if they have to ask you to email them personally. I highly doubt complaints get forwarded to it. This whole process has taken hours of my free (and work) time, not to mention causing me untold aggravation and stress. Add to this having to do without the convenience and enjoyment of the speaker, which was a Christmas present...Not to mention their nonchalant attitude when announcing that it would just be another MONTH AND A HALF till I get anything back!! Why would it take that long to cut and send a check or refund?Wondering if I have any recourse??Desired Settlement: At least a decent upgrade. I feel I should be compensated for al the mis-information and aggravation as well!

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SRSX5/BLK. Sony has contacted the customer and apologized to her. We won’t be able to honor the customer’s request to expedite the process. The check has been processed and the normal turn around time to process it is 4-6 weeks. We shall monitor the case. 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:

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,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SRSX5/BLK. We did not contact the customer anymore as per customer’s request. If customer would like to avail the offer, she may send the proof of purchase to [redacted] with the event no [redacted] on the subject line. For further questions and concerns, customer may email us at [redacted] or call us at ###-###-####.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]

Tired of this...

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

Sincerely,

Review: We purchased a X850B 4K TV (70") in December for our new home. The TV was not opened / removed from the box until it was ready for install on the wall. The box and the TV are in perfect condition. Upon turning the TV on for the first time it was filled with green lines. The company performing all of our A/V install called Sony and instructed to send 3 pictures and a response would be provided in 48 business hours. Pictures were sent but no response by Sony was provided so I ended up contacting Sony to find out warranty coverage was being denied due to physical damage on the TV. Knowing the TV and box, which we saved in fear of this excuse, are in perfect condition I offered (and encouraged) an individual to come onsite to inspect the TV to verify no damage was incurred resulting in this product failure. At the same time we purchased 3 other X850B (49.5") and obviously wish I could go back in time out of principle and not order those. In any event, very disappointed this was written off and handled in the manner it was considering I know we did not cause physical damage to the TV and it is simply a faulty product.Desired Settlement: I am open to a repair or replacement of this product,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television. We have contacted the customer, however we were not able to speak with him directly. We need to get further details about his issue so that we may assist him. We need him to call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease provide the reference number [redacted] to our support team. He may also email us at [redacted]. 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]

Information requested was sent to the address provided.

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 his Sony TV XBR70X850B. Sony has contacted this customer thru phone but unable to get hold of him. We sent an email to the customer to ignore the voice mail since the proof of purchase is already on file. We will process a buyback for the customer’s TV once the old unit is in transit. We arranged the shipment to pick up the old TV and we shall monitor this case for the customer.Sincerely,[redacted]

Review: I have applied and recieved a Playstation capitalone Visa card. I am supposed to received 5000 sony rewards points after my first purchase and I am supposed to receive double points when using this card on the playstation store.

I received an email April [redacted] stating I qualified for my free 5000 points from making my first purchase with the card, but after following the instructions in the email I get a statement, "Your purchase can not go through at this time". I have tried several times to redeem my 5000 points but I get the same message evertime. I have emailed Sony twice, and made several calls and there is still nosolution to why I can not redeem my points.

I also have added my credit card to the sony playstation store, but my card is rejected. I have called 4 times on this issue and they can not resolved the issue because their security for credit cards is another company. So I can not make purchases at the playstation store to earn double points with my card.

These two reasons were the only reasons I applied for the card.

Everytime I call sony, I have to be on hold for 30-60 minutes before I get to someone. All my emails get returned with instructions on how to use the sony rewards site, which I already now.

Thanks for your time.Desired Settlement: I want sony to fulfill their agreement that if I use a PlayStation capitalone visa card, I will receive 5000 sony reward points, and I want them to allow me to use my card to make purchases at the playstation store.

Business

Response:

To [redacted]:

This claim belongs to Sony Rewards. Claim will be forwarded to Sony Rewards for them to respond to. [redacted], Thanks [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. This case was already forwarded to the Sony Rewards team way back on August *, 2014, for them to respond to the customer regarding the 5000 reward points customer wants to redeem (by purchasing a Sony play station using his Capitalone Visa Card).

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

Review: Sony PC need repair every month.have gone to store and online e-support,manufactoryand and Geek Squeal repairs numbers times,still have same problems.

Vaio Laptop information:

Product Type: SVT1511CXS-15

Model: SVT15115CXS

Serial [redacted] Requires: Full refund of Vaio Laptop when have

major problems, according California Consumer

law

Problems: Laptop repeats drop off Wi-Fi connection and turn to blue screen, then

Keeping restarting computer. Between 2 hours Crushed 4-5 times in May **,2014, same situation in other days too. This Laptop have been replaced hard drive twice between four month, in manufactory repairs almost two month.

Summary of repairs:

July **, 2013 I purchase Sony VAIO T series Ultra book from [redacted] display produce.

Aug *, 2013. Pick up Sony PC in same day start the Wi-Fi drop off connection.

Aug and Sep, 2013, [redacted] did minor repairs.

Oct and Nov 2013, I following Sony Online E-

support few times, still Wi-Fi drop off

Connection every 4-5 minutes between 2 hours use.

Dec 2013 San Francisco Sony store did some repairs.

Jan [redacted]Feb **, 2014 Sony manufactory repair, replaced hard drive.

April *, 2014 Sony Stanford store repair.

May **-May **, 2014 [redacted] Geek Squeal manufactory repair,replaced hard drive again.

Oct 2013- May 2014 I called Sony costumer service phone number, each phone number automatic recommend to another number... I have called ten different phone numbers, still doesn't have once number I can speak with anyone, All is automatic answers.

Nov 2013 -March 2014 I sent emails to Sony no respond.

May **, 2014 I sent third email to Sony asking refund no respond too.

Wasted my hundreds hours and affect my financial budget:

I spent hundreds hours just want make this PC work. I need spent lots hours to installing software and data, photos in this PC again every time had repaired. Each Repairs I spent three hours on the road to just got Sony store. I can't used this PC because Wi-Fi drop off and PC crushed constantly, I will lost my data, open

Windows or information. So, I need purchase another computer instead this one. It's nightmare for me, turn my emotions up side down.

Requisition:

I'm no true Sony computer anymore, Therefore I'm strongly request Full refund.Desired Settlement: I'm no true Sony computer anymore. I need computer for work, so I bought another new computer recently. I have been trying so long to fix this computer, still doesn't work.Therefore I'm strongly request Full refund-$902.37 (include sale tax).

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony VAIO SVT15115CXS. We spoke with the customer today and we requested her to send the computer to Sony Repair Facility in [redacted] for evaluation.

Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

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:

[Your Answer Here]

Thank you Revdex.com office , for help me to contact Sony. but, the problem still have no solve yet.

I still strongly request refund or exchange laptop which one as work normally and function. also , asking Sony stop sell product to people which is doesn't function regularly or doesn't work at all.

I called Sony many times, finally I get speak on the phone with a person for 3 hours. My sony laptop have been to repair many times, still have same problem. so I asking refund or exchange. but the person give only answer is send to Sony repair center again. I don't have choice. I just bad luck bought failure product from Sony, doesn't work at all. Because this sony laptop is born with problems and unrepairable, as all technicians said that.

They did everything try to repair this laptop, change hard driver and Wi-Fi card twice between four month. After all repaired done still have same

problems. I just done't trust Sony laptop anymore. It's nightmare, turn my life side down, affect my financially budget.

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

Sincerely,

Business

Response:

Thank you for following up on this matter. Our [redacted] Service Facility representative already spoke with [redacted] and they offered to buyback the unit and provide customer full refund. The customer accepted the offer and the estimated time of arrival for the check is within 4 to 6 weeks.

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. Thank you Revdex.com office for following up this case, I really appricate your office help.

Sincerely,

Review: I purchased a sony internet player with google tv at the price of 114.05. It arrived in the mail and I had a problem adjusting the screen size on the device so I spoke to technical support. I spoke to a total of 5 reps. It took 3 to deem the device defective. I have been extremely patient with them the entire time. Not once did I lose my temper with a representative . After It was deemed defective I was informed that I need to find a box and send it to their service center to be exchanged. While I understand the need to send the device to them I did not feel that I should pay for packaging and postage for a device that I cannot use properly so I spoke to 2 more representatives on a live support chat and this is what I experienced: http[redacted] Afterwards I left a paragraph on sony's main [redacted] page as it was late and I wanted to leave a message for them to contact me the next day.....it was deleted within 10 minutes.Desired Settlement: I would just like a simple box and shipping order to the service center so I may properly address this issue. If they cannot do so than I will happily send back the device for a full refund....but I do not think it is reasonable to get a box, bubble wrap, and pay for posted for a device that simply is defective AND deemed defective by said company.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony NSZGS7. Sony has shipped [redacted] a new unit. It is being held for pickup by FEDEX. The tracking number is [redacted] We have tried calling [redacted] at the phone number provided but we have not been able to contact him. He can contact FEDEX to arrange pick up of the new player.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Review: On 6/**/13 I was using my SONY Vaio laptop (Model# [redacted]), I went to open the screen further for a better angle and the screen cracked in my left hand, which I was opening it with. I was completely shocked since this was a NORMAL AND REQUIRED action in which to open the screen further. This cracked rendered the computer inoperable. While I was disappointed that my computing was done for awhile I was not worried since I had only bought the computer directly from SONY on 1/**/13(at my insistence even though my wife wanted me to get if from [redacted] I felt like supporting SONY directly). I called SONY the next day and they shipped out a box and repair form for me to send to the facility in [redacted] Texas. On 7/*/13 I received a message that the evaluation was completed and I called them back today 7/*/13. I spoke with [redacted] and informed her how the damage was done during routine opening of the screen and she said the technician said there is physical damage and it would not be covered. I asked to speak to the technician about the mistake he/she had made in assessing the laptop. The only physical damage is the cracked screen, there are no scratches, scuffs, dents, dings, point of impact or any other physical damage that could have led to a cracked screen. This is clearly a defect in either the screen or in the design or some other aspect of the laptop. She informed me that it would cost $405.99 to repair and at my request I was then referred to a different customer support representative. After explaining the situation and again asking to speak with the technician I was told I could not and at this point I received an email with a repair bill of $449.99 + tax. I assured him this damage was no fault of mine and I was then passed off to a customer service representative. This woman also insisted that the technician has final say, the cause of damage was indeterminable and not covered. She informed me of the new price, $489.00. If I buy a new car and the door handle comes off in my hand, is it my faultDesired Settlement: As you can see I was not negligent or abusive in the use of this SONY laptop. All I want is for the screen to be fixed. If the technician can explain to me how I mishandled the screen by opening it I will gladly pay for the repair. I would also like to add that I have read about many others online who have had similar problems with their screens, companies fix and tweek products all the time, I don't see why they have to insist that it is our fault when they don't meet the demands of normal use.

Business

Response:

RE: [redacted]

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony [redacted]. Sony contacted the

customer and offered 50% of the repair cost. The customer has not responded to

the offer.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: Revdex.com _ [redacted]

v

Review: On May **, 2013, I purchased a Sony SVE14A35CXH laptop from the Sony Store in the [redacted]

During the one year warranty period, the left rear hinge on my Sony SVE14A35CXH Laptop failed due to a manufacturing defect.

On April **, 2014, I called Sony and arranged to have the laptop repaired under warranty. The laptop was shipped via UPS according to Sony’s instructions. Sony received the laptop and according to their website, they were awaiting parts for the repair. Two weeks later I received a message from Sony left on my answering service requesting I contact them. I checked their website and discovered that they estimated the repair to be $909.64. I then called Sony and the Sony Support Representative told me that the repair will be $909.64 and I told her the unit was under warranty. She said that there was physical damage to the laptop and that she could send me pictures. I told her that there was no physical damage to laptop, and that I also took pictures in the UPS store just prior to shipping it.

I received five pictures via email which showed no physical damage to the computer other than cosmetic scratches on locations far removed from the failed hinge.

I called Sony back and requested more information regarding the warranty denial. I was told that they could not send me a written explanation regarding how the cosmetic scratches caused the hinge to fail. They could not explain over the phone how the scratches caused the hinge to fail. They repeatedly referred me to the pictures that were sent to me, which the representative could neither see nor comment on.

All the representatives I spoke to were located in Manilla, Phillipines and my laptop was physically located in their repair facility in [redacted].

One of the Sony representatives in the Phillipines who identified himself as [redacted], explained to me, after he spoke to a technician in [redacted], that the failure of the hinge caused damage to other parts of the computer including the LCD Bezel and that the cost to repair the computer was not feasible and he suggested I buy a new one. I told him that since the hinge failed due to a manufacturing defect during normal use, that the laptop should either be repaired or replaced under warranty. [redacted] told me that either I pay $909.64 for the repair, or they will ship it back to me.

On May **, 2014, I sent an email complaint to the email address [redacted]. This was the email address Sony provided to the customer if they have any complaints. On May **, 2014, I have yet to receive a response to my email.

On May **, 2014, Sony shipped my computer back to me unrepaired.

I would like the laptop repaired or replaced under the terms of my one year warranty.

I was assigned work order number: [redacted] Event number: [redacted]Desired Settlement: Sony should honor their one year warranty and repair my laptop that was damaged due to the left rear hinge failure during normal use.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony VAIO computer SVE14A35CXH. We spoke with the customer on May **, 2014 and explained that our Service Facility technician determined that unit has physical damage and it is not economical to repair this unit. Further, the Sony Warranty does not cover any condition resulting from physical abuse or misuse, excessive wear, or impact. The Limited Warranty card that came with the product contains the full applicable terms and conditions.

Since this unit will not be covered under the manufacturer's warranty, Sony [redacted] Repair Facility sent this customer an email discussing an out-of warranty repair estimate costing $909.64 which doubles as his repair invoice. The customer asked for records from Sony that he will use to file a claim with his insurance company. The customer may use the email document that was sent to him by our repair facility on May **, 2014. Should other information needs to be verified, they can call Sony [redacted] Facility at directly and reference the repair inquiry under the Work Order Number WO# [redacted].

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:

[Your Answer Here]ID #[redacted]

June **, 2014

Dear Sir,

Please show my

dispute with Sony as UNRESOLVED.

On May **, 2014

I received a call from the Sony Call Center in Manilla, Phillipines. The

representative said that he was calling in response to a Revdex.com

Complaint that I filed. The representative admitted that he had never seen or

evaluated my laptop, was not a technician, and could only use notes in my file

to discuss the computer. He appeared to be reading from a script and used

circular reasoning to say that the warranty will not be honored because of the

damage caused by the failed hinge. He seemed to explain that since the hinge is

a physical part of the computer that it is not covered.

I asked him to

provide me a written detailed letter regarding why the computer warranty was

not being honored by Sony. He said he could not provide that information. He

said he could send me a diagnosis. I told him that if he could provide written

evidence that the computer was damaged due to accident/abuse then I could

submit that to my insurance. He said he could not provide that but he will send

me a diagnosis.

I believe that they

cannot provide evidence of misuse or accidental damage because there was none.

I believe that Sony is simply

trying to escape the responsibility of the warranty. The warranty clearly

states that Sony will repair or replace the computer if it fails within one

year. The left rear hinge on this computer, due to a manufacturing defect,

where the hinge connects to the LCD bezel on the interior of the laptop, separated,

causing the hinge mechanism to pop out and become visible to the naked eye. The

hinge is a vital and necessary part of the computer. The laptop is opened and

closed up to 10 times a day, literally thousands of times over the course

of a year and should be reasonably expected to last for the useful lifetime of

the computer. This left rear hinge, due to a manufacturing defect, lasted less

than one year. It is clearly covered by the warranty and the computer should be

repaired or replaced under the terms of the warranty.

Sony will not

answer my written complaint to their customer relations department. They refuse

to provide written evidence that the computer has been misused or accidentally

damaged (because it hasn’t), and I continue to have my time wasted by the

Manilla, Phillipines call center discuss a matter that they are not familiar

with and cannot explain.

I would like the

warranty honored and the laptop repaired or replaced according to the terms of

the warranty that Sony provided at the time of sale.

Sincerely,

The following is

the response sent by Sony to the NY Revdex.com. My responses to

their letter is in parenthesis:

Sony - [redacted] - "The physical damage to the computer is the

left rear hinge, which clearly separated where it was attached to the LCD Bezel

by two screws. Internal to the computer, not visible or accessible to the user,

a weakness in the LCD bezel at the point of attachment to the hinge failed due

to an inherent manufacturing defect and the hinge opening and closing over a

thousand times during the course of normal use."

Sony - [redacted] - "There was no physical abuse, excessive wear,

or impact to the hinge. There is no evidence of this. Sony cannot provide any

evidence of this and Sony refuses to provide any written statement to me proves

this. The physical damage is internal to the machine, where the hinge meets the

LCD bezel."

Sony - [redacted] - "Sony sent me a repair estimate, however,

this estimate is further proof that the damage was caused by a manufacturers

defect at the point where the hinge meets the LCD bezel and is secured by 2

screws. This should be a warranty repair/replacement."

Sony - [redacted] - "Since the cause of the hinge failure was not

the result of physical abuse, misuse, excessive wear, or impact, and Sony

cannot provide evidence of this, the computer should be repaired or replaced in

accordance with the warranty."

Sony - [redacted] - "The repair facility cannot be reached by the

customer. There is no telephone number for the customer to reach the repair

facility. All calls must start with Sony Customer Service which tells the

customer they are being connected to the technician in Laredo, but I was

actually routed to a customer service representative in Manilla, Phillipines.

My email to the Laredo repair facility was not answered, addressed, or replied

to. My email to Sony Customer Relations was not answered, addressed, or replied

to."

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

Sincerely,

Business

Response:

To [redacted], this is to advise based on physical damage diagnosis from Laredo Repair, Sony is unable to assist the customer. if customer purchased extended warranty with accidently damage coverage, unit could be repaired under warranty, otherwise Sony is unable to assist. Thanks, [redacted]

Consumer

Response:

Dear Sir,

My original complaint ID was #[redacted]. I have written extensively in this complaint regarding the details of Sony's refusal to honor their one year warranty. Sony will not respond to any of my emails, instead requiring phone correspondence which is promptly redirected to a call center in Manilla, Phillipines. The phone representatives have flatly stated on numerous occasions that they will not provide written evidence for substantiating their refusal to honor the one year warranty. The previous dispute resolution analyst at NYC Revdex.com said that there is no progress being made and that I should look to the Attorney General's office and the U.S. Department of Consumer Protection. I think that this is the best direction to proceed and that the complaint should be closed as UNRESOLVED. As you requested, I have attached the Warranty which I obtained from Sony's website under support for the SVE14A35CXH Laptop.

Thank you for your assistance in this matter.

Review: TV Model: KDL-40R450A

SN: [redacted] I had initially filed a complaint because my TV wasn't working (Revdex.com complaint #[redacted], Sony event# [redacted], Sony order #[redacted]). Sony sent me a refurbished TV that was in worst condition then the one I had. The TV makes loud bangs and some times it will not turn on. I contacted warranty support, and was told I would get a call back. It has been several days and no call back. When I asked for the ticket number, they told me no ticket would be created until I get a call back. I already spent $100 and 4 hours of my day to get my first TV looked at by an authorized dealer. The location of the closest authorized repair center is about two hours each way.

Thanks.Desired Settlement: Either a new TV or a refund is the desired outcome. The broken refurbished TV that was sent to me leads me to believe Sony's refurbished units are not going to last me.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40R450A. We have already contacted the customer and processed a brand new replacement for his unit. The order number for the exchange is [redacted]. 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,

Review: Charged me without providing me with full services. Also placed me on hold for 7 minutes without notifying me I would be placed on hold.

On 11/**I contacted sony in to order and requested a recovery disk for my laptop model pcg-71318L representative stated no recovery disk in order to proceed you will need to pay $49.99 due to the fact your computer is not under warranty. I states I would think about it and call back tomorrow. I called sony back on 11/[redacted] and spoke to a rep, made him aware of my call prior and he was able to pull up my account. I paid $49.99 by debit, prior to paying I asked the rep what did my payment include, he stated different attempts and steps to try and get your computer fixed. I agreed and paid, after the 1st step which took him 1 min to show me and my computer 30 min to finish instead of staying on the line he said here is your reference number/ticket number [redacted] if this does not work, call back provide your ref number and we will try another step. The step did not work so I phoned sony again, the rep that answered this time was a male, he was able to see in the system where the last rep had me try the wizard step on viao rescue. I asked what was the next step since the 1st did not work, he stated I would need to order a recovery disk at an additional charge. I made him aware I just paid $49.99 for multiple steps etc and I only tried 1 step what are the other steps? He became frustrated with me raising his voice and then I heard silence. I check my phone.. And noticed there was no noises in the background as if I was on mute. I held on for 7 min.. Still nothing, I hung up and phoned sony again. This time the rep was named [redacted] from a call center in the [redacted]. When she answered the phone, she did not greet me until 14 seconds had passed as if she was preoccupied. When I explained to her what had transpired and that all I wanted was to have the next step provided to me so that I could try and get my laptop working her response was (with attitude) there aren't any other steps. The only step is to hit F10! My reply was your kidding me, for $49.99 I specifically asked the initial rep prior to authorizing payment and he assured me there were multiple steps and if the 1st one did not work to call back and we would try another. I am frustrated beyond belief, I do not have money to throw away/ no one at sony seems to care about their customers. In less than 2 min he ran my card, have me 1 step, and when I follow instructions and call back I get treated like yesterday's trash. I am requesting a full refund from Sony. What I was promised was not provided. I initially requested the recovery cd and it wasn't an option/ once they take my money, it's and option and they want me to pay for that too! I'm a [redacted], I work very hard. I do not have money to throw away. I've been treated poorly- and would like a full refund asap.Desired Settlement: Full refund of $49.99 and a recovery disk mailed to my home.

Business

Response:

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]

Review: I am requesting your help in solving my problem with my Vaio laptop (model no# SVF15AC1QL) (PRODUCT NAME SVF 15A1BCXB) SERVICE TAG- C10GVNYY. I purchased the Vaio laptop and an extended warranty( contract no# [redacted]) on December *, 2013 at the Sony store in Boca Raton, Florida which the sony store is now closed.

I called sony e-support on [redacted] on 11-**-14. I want to tell you about my experience with sony tech:problem with 2 of my usb ports not working.

1. First was on the phone with [redacted] for over 106 mins. he had control of my computer he unintalled one genetic usb hub it did not re-install when turn computer off and turn computer back on.

2. [redacted] didnot blacken my wall paper I felt like he was looking though my computer than solving my computer problem.

3. [redacted] lost control of my computer. connecting was very slow. He said I need to take laptop to authorize repair [redacted] to repair. I told him I had a extended warranty with onsite repair.He did agree that I had a Protection PLUS for Vaio computer.

4. Then a supervisor came on to the phone line. she would not give me an appointment for onsite repair. She told me I needed to pay $100 for repair. I told her the laptop was under warranty. she said have to go to [redacted].

5. Contacted [redacted] geek squard they said they can't repair laptop because I didnot purchase laptop from [redacted] and they don't service laptops under warranty not purchase at [redacted].

6. I called Sony e tech support back to explain what [redacted] WILL NOT SERVICE LAPTOP. e sony tech told me she would email send me a letter to take back to [redacted] with the laptop or I can go to [redacted] and send laptop to [redacted] center. She said [redacted] will know what to do because Sony has a contract with [redacted]. I told her I have a extended warranty that included on site repair.

7.I spend over 3 hours on the phone with Sony e support reps and my problem is not resolved.

Now here is the major issue/ problem

1. I purchased an extended warranty which includes on site repairs. I AM NOT RECEIVING(ONSITE ) SERVICES WHAT I PAID FOR.Also the computer battery does not last for about 45 minutes and sometimes the computer keys don't work.my windows will not update. this computer keeps having problems since I purchased it.

I have had other problems with this Vaio laptop since 12/**/13.

I would like a full refund of purchase price and extended warranty or a brand new laptop with features that are equal to this laptop or better.

Thank you for your prompt responseDesired Settlement: I would like a full refund of purchase price and extended warranty or a brand new laptop with features that are equal to this laptop or better.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15A1BCXB notebook. We have contacted this customer multiple times however we were unable to talk to her directly, thus leaving a voice message for her the call us back to discuss the options we can provide. We will check if her request in getting a refund is possible but the unit needs to be sent to our authorized service center first. 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 purchased a extended warranty that includes on site repair.I was told when I brought the computer and it says in writing on sony.com that warranty includes onsite repair I feel sony is not honoring written or verbal contract. I just want a full refund in a check. [redacted] which is authorize sony dealer/repair in my area will not service computer because I didnot buy computer from [redacted] and have no way to look at sony system for repairs. This answer is not solving the problem in the complaint. This reply to my complaint is the same reply I got from sony tech support before I contacted Revdex.com. Sony does not sell Vaio computers anymore according to website. The computer is still having problems more that I have already stated in this complaint.So how do I get a refund check for computer? How long do I have to wait to receive a check for computer?Can I receive a check within 10 business days? Sony should send someone out to where I am to pick up computer like Sony advertises and because I paid for this kind of service in my extended warranty.Thank you very much for your prompt response in this matter.

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 SVF15A1BCXB. We already contacted the customer and advised her thru voice mail and email that we also added her extra expenses for the packaging which cost $10.69, so her total refund would be $ 1290.68.The order number for her refund is [redacted], this was approved on 01/**/2015. We also advised her that turn around time for her to receive the check is 4-6 weeks. 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,

Review: I bought two Sony tablets the end of December 2013. I was surprised the key board on one of them didn't hold the charge. I went back to the store to see their technician, who told me after one hour that it was fixed. I went back a couple of weeks later, and this time the technician told me that the keyboard was defective, and he was gonna order a replacement. He gave me an order number and I left. Three weeks later, I did not receive anything so I called their customer service hot line and got transferred about 6 times, to be told an hour later, that there was a delay and my keyboard was about to ship. 4 weeks later, I did not receive anything so when I called back, after getting transferred for an hour and a half, their customer relation told me that they had no record of my order, advice me to troubleshoot my current keyboard, placed me on hold for 10 min, then Hang up on me.

Product_Or_Service: Sony Vio TabletDesired Settlement: DesiredSettlementID: Refund

I need Sony to replace my Keyboard that is under warranty asap, or just take their product back and give me my money.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her complaint about Sony Store Advertising Issues. Sony contacted the customer on May **, 2014 and explained to the customer that the Sony Store is different from the Sony Rewards Department. With Sony Rewards, customers can earn points for doing the things they already love to do (like going to movies and purchasing Sony products) and use those points to get other great Sony merchandise and experiences. The Sony Rewards runs their own promotions separate from the Sony Store. We also referred the customer to our Sony Store Customer Care Department to further elaborate on this issue.

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

Review: As Sony is no longer in the computer business, I have experienced several times hardware failures of my Sony all in one vio computer. I am still under a manufacturer warranty but not taking chances I have requested a buy back from Sony. After several attempts of going back and forth and submitting my service repairs and proof of purchase, Sony has accepted a buy back. 1.) They never called me to inform me that even thou they said expect a call back in 48 hours. I waited a week and than I called to find out the answer. Than I was told that customer relations will be calling me about instructions of receiving my funds back. 3 times I've been told expect a call back in 48 hours and nothing. Several times they have excalated my ticket and nothing still. I had enough of this. Its been several weeks already. My event ID is [redacted]Desired Settlement: $1,165.99

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT21225CXB. Sony has already contacted this customer and offered a refund for the unit in the amount of $1,165.99. The customer accepted the offer and we have already processed a check refund with a turn around time of 8-10 weeks.

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: spent over an hour for the same previous issue with my photo frame from a few months back. Online rep Gladys after 20 minutes says she can't help me to call the [redacted]. Extended hold times Chantay can't transfer the call etc. NO one seems to be able to help the customer?Desired Settlement: I would like a new power source and kick stand for the device . and a call back from a corporate rep.

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 Photo Frame ([redacted]). Sony has contacted this customer and has advised that a proof of purchase of the product will be needed to enforce its warranty. Since [redacted] was unable to provide a copy of the receipt, it was explained to him that the date of purchase will be based from the market released date of the product which was September 2010 - that puts the unit out of warranty. Thus, Sony is unable to cover the repair/exchange of the product, and considers this case close.

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

Review: The screen cracked on my Sony Xperia Z3 D6616 while in my pocket doing sit-ups and in a case. It was a hairline crack and it made the phone completely nonfunctional but it was working perfectly before. I have taken perfect care of it. Upon discovery I immediately went home, put the phone away safely can called Sony, they said I would have to send it in for them to check it out. I did so RMA# [redacted]// IMEI [redacted]. It too them a while to look at the unit but the following Thursday June [redacted] a week after receipt of the unit I spoke to Bernard who told me that the unit would be repaired and returned under warranty at no cost to me. The next day as I was looking to track the status of the repair and was told in a chat session that it was to be returned un-repaired. I arrived home and there was a box with the phone in it un-repaired. They wrote in the note "...Due to damage of the screen, the main board got corrosion damage, the main board cannot be repaired, nor replaced..."

I have been advised a facility in [redacted] that the main board would only have become corroded if it was submersed in water after the screen was broken. This is supposed to be a waterproof phone. I have not tested this anymore than I would with a phone that is not waterproof. I can guarantee that it was not submersed in water prior to arrival at the repair facility. Also Sony states "Due to damage of the screen, the main board got corrosion damage". Therefore Sony did further damage to my device or made an awful product that they do not stand behind.

What is worse is that I was lied to, upon excitement of receiving my phone back I purchased other accessories specifically for the Z3. I asked 3 managers to listen to the call from Bernard on Thursday June [redacted] around 5 pm Pacific time. All 3 said they would listen and get back to me but not of of them have.Desired Settlement: Clearly Sony does not stand behind their product like [redacted] or [redacted]. I had always liked Sony, but the guy at the repair facility has told me to stay away from Xperia.

Either way Sony should send me a replacement phone for damaging my phone and lying about it being repaired.

[redacted] will do this without asking and without having to contact the Revdex.com. It was an evil thing to promise a repair under warranty by Bernard on Thursday June [redacted].

I do not care what color they send to me, so long as it is a D6616 for [redacted].- a Z4 for [redacted] would be fine as well.

Business

Response:

We apologize for the incorrect information provided by our agent. On July [redacted], we spoke with the consumer and offered to swap his unit as a courtesy. The customer agreed and has sent his phone back to our repair facility. His replacement unit should be shipped shortly.

Review: Dear Revdex.com Representative,

I bought a Video Camera from sony online store, order number: [redacted] and it was shipped to me on 10/**/2014 for total price: $122.47

The camera stopped working and it is still under warranty. I contacted Sony a month ago and they sent me an email with instructions to mail the camera to the following address for repairs:

I mailed the Camera on June *, 2015. It has been weeks and neither Sony nor [redacted] can give me a clear answer to when my camera will be fixed. It is still under manufacturer's warranty. I have called Sony many times and they are unable to help me. They keep telling me to call back.

I do not want to wait any longer. This may be delaying tactics from Sony so that my Camera can go out of warranty and then they can refuse to refund me.Desired Settlement: I would like Sony to refund me for the money I paid for the camera and the shipping costs for mailing it to their repair center. In total I have paid:

For Camera: $122.47

For Shipping: $10.00

Total = $132.47

Thanks

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony HDRCX230/B. Sony has contacted the customer and we offered him a buyback for $112.49. Customer accepted the offer. Customer will receive the check within 4-6 weeks.Sincerely,[redacted]

Review: I was told that to cancel an order for drive recovery discs (the Sony computer's harddrive failed), I merely needed to call ###-###-#### within an hour or so and request it via phone. Less than 20 minutes later, that number failed to get me to a sales or Sony rep. I recalled the number where I placed the order (debit card was used) and was told that the order had been filled and therefore could not receive a refund. I called several other numbers, and (a) could not talk to a [redacted] or Sony rep, (b) could not cancel the order, and (c) was told that my account had already been charged.

When I checked my account only minutes later, a second debit charge had been made. I called the sales number again and was told:

(a) The first charge was an "authorization charge" and (b) the second was for the recovery discs. Sony stated that I both debit charges had been withdrawn (my bank confirmed this) and that I could not cancel or reverse the purchase as I was promised. I expressed my incredulity that two charges would be levied and was told that this procedure applied only to recovery discs and that no one in sales knew why. I requested to speak with a [redacted] and was refused.

I then began getting inconsistent scenarios regarding my alternatives:

(a) I was told that Sony would drop the first debit upon sending my discs to me--I RECEIVED THE DISCS THE NEXT DAY and the charges remained on my account so my bank was notified--I changed my account number.

(b) I was told that I could simply reject the package when it was delivered and when it was returned, my account would be credited. That scenario was then contradicted by another sales person who said that I would have to include additional information with the returned package but could not tell me what it is!

(c) I was told that I could only return the discs if they were defective.

No one at Sony would give me that name of a contact person within Sony that I could contact to rectify this situation--they insisted that I work through them which, as the inconsistent scenarios indicate, was impossible.

I had FedEx, the company that delivered the discs, pick up the discs' package unopened within 40 minutes after their delivery,Desired Settlement: I seek to have both charges dropped from my debit card account. It is far too late for an apology.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony VGNNR330E/S.

Sony has already contacted this customer and explained that a refund for the recovery media kit that he purchased has been approved amounting to $45.67 and provided turnaround time of 14 business days.

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

Review: I bought a sony projector a little over 3 years ago (sony vpl-HS51) for $3000 and change. The projector started over the last 8 months to have a blue haze around the picture. I originally thought that it was the bulb beginning to die. About 3 months ago I broke down and bought a $200 bulb for the projector. After replacing the bulb, the problem did not go away. I began to research the problem, and in my research learned that the haze was due to a known overheating issue due to poor construction of the cooling system in the projector (3000 DOLLAR PROJECTOR!!!) I attempted to take apart the projector in order to allow for more airflow and to attach extra fans in hopes that it would help, needless to say it did not! I called SONY and was told that there was no known problem with this model and that they had now form of help to offer me. I was bounced from person to person over the course of 3 hours until I finally found somebody that was willing to help and have me send in the projector. He informed me however that I would have to pay to get my projector repaired and that the repair would cost MORE THAN 2000 DOLLARS! This is a known issue that thousands of users are having and one due to poor construction on SONY's part. This is something that I'm not used to from this otherwise reputable company. I have been a loyal customer of SONY for over 26 years and have never run into a problem with them standing by their products (which are usually quality products.) The fact that they are unwilling to stand by their products and think its reasonable to charge a customer $5000+ dollars in "operating costs" for a projector over the course of 3 years is ridiculous and almost criminal ("implied warranty of fitness for a particular purpose").Desired Settlement: I would like SONY to own up to the mistake and either repair my unit, exchange my unit, or give me a full refund for the projector and the bulb so that I may take my business to a more respectable company.

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHS51. Sony has contacted this customer and has offered to send the customer a shipping label at no charge for the unit to go to our service center. Due to the age of the product, Sony would not be able to assist with the cost of the repair. The unit is 3 years out of warranty. There are no service alerts for this product on our support site.

If you have any questions or require additional information, please feel free to contact me at [redacted]

Sincerely,

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHS51. Sony has contacted this customer before and has offered to send the customer a shipping label at no charge for the unit to go to our service center. Due to the age of the product, Sony would not be able to assist with the cost of the repair. The unit is 3 years out of warranty. There are no service alerts for this product on our support site. Our response on this complaint will not change.

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:

I do not accept the response of the company and will never buy another sony product again. It is ridiculous that they are not willing to stand by a poorly designed product and I hope that the Revdex.com documents this case and lets other users know what a shady company sony is turning out to be so that they dont get stuck the way I have.

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

Sincerely,