Sony Corporation of America

Review: I bought a Sony VAIO notebook, and it was sent to the Laredo repair center. After they failed to fix my problems 2 times, they determined that the best course of action would to buy back my laptop and give me a full refund. I accepted the refund on June [redacted], 2014. The person that emailed me told me that it would take around 4 to 5 weeks for me to receive the check. It's been 7 weeks and still no signs of the check. I have called their support numbers, and all they've done is to tell me to email the customer relations team at [redacted] I've sent 3 emails, and received no response to any of them. I've been literally completely ignored on this issue. Since school is starting, I need need the money to buy a new laptop. My case number is [redacted], the work order number is [redacted].Desired Settlement: I would like to receive the refund check as agreed upon.

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 the Sony Gold Wireless Headset and they are falling apart at the hinges—a known problem. I contacted Sony via chat support and the person said there was nothing he could do. He was unhelpful and cut off the chat before I could reply back.Desired Settlement: Replace my headset.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Gold Wireless PlayStation Headset. We already contacted the customer, however we were not able to speak with her directly. We are currently communicating with our Sony PlayStation department in regards to the customer’s issue. We have sent them an alert to provide status update and assist the customer regarding his problem. The customer may also reach them thru telephone number ###-###-####. Operation hours are M-Sat. from 8am -8pm Pacific Standard Time. We shall be monitoring this case and make sure that the customer will be provided assistance for whatever is necessary.Sincerely,[redacted]

Review: I bought the Sony password protected 1.5 TB external hard drive, order # [redacted]...

It took me some time to figure out that this hard drive with the good password I created on, it only works on the same PC I created the password with, means the complicated password does not work on other PCs for some reason, with some investigation I found out that If I change the password to a very basic one like [redacted], it will work on other PCs, but still this is not how it is supposed to work, I called the customer service trying to return it for a refund when I was given no option but to go through the technical support first even thou I told them I cannot keep it anymore even if they trouble shoot it due to me losing the trust in itDesired Settlement: Sony to take back it is defected product.

Business

Response:

December

[redacted], 2013

Review: Ordered the Ariana Grande bundle via MyPlay Direct for our daughter. After spending approximately $50 and waiting nearly two months for delivery, package was finally received. Upon opening parcel, it was immediately obvious the merchandise was very poor quality. The shirt size ordered was not even close to what was expected. Our daughter typically wears a woman’s medium size, however, this one resembled a small size. While already disappointed with the order, attempted to exchange the shirt for a larger size. Consequently, returned the shirt to MyPlay Direct via [redacted]) mail. After verifying package containing shirt was delivered to MyPlay Direct using furnished [redacted] Tracking Number, sent three separate requests over a three week period to MyPlay Direct customer support for a status update with absolutely no response whatsoever! On my fourth submission to customer support, I vehemently requested contact information for a supervisor, as well their Corporate Headquarters, which apparently elicited a response stating they would check on the status and provide an update. Nearly two weeks later, no response once again! Yet another message was sent requesting contact information for a supervisor, as well as their Corporate Headquarters. A few days later received a response stating they would refund half of the order price due the inconvenience experienced, as well as the fact the larger shirt size was no longer available. After a week with no refund to my credit card, I once again sent another message requesting a status update. No response to date.Desired Settlement: As stated in last message received from MyPlay Direct, expect a refund in the amount of half the purchase price to my credit card.

Business

Response:

We're very sorry for any inconvenience this has caused. The customer wanted to exchange their shirt for another size, unfortunately we were backordered on that size. We refunded the customer half of the total purchase cost.

Review: I bought a High Def Sony TV KDL-46WL135 for over $1500 back in 2009 (late 2008 maybe) and it worked fine when used, which is very little time. I was touring the Middle East for a good chunk of the time and it was used less than 10% of the average TV usage time. The TV started showing signs of failure (dark reddish screen on the right side, then after 30 minutes or so, it warms up and gets better, but not perfect)..

I contacted local repair (Sears) and they came and inspected the TV. They told me the TV is on a list of "defective" products and Sony had it recalled. So I opted to contact Sony.

When I called, Sony technician denied any recall at that point. When I told him it's on many sites of the internet, then he went and checked, but informed that the "Recall" expired in Dec 2012! My product is registered with Sony and I was never contacted about this recall. Now that it's failed, I'm out of luck I guess, which doesn't seem to be right. It is a defective product and I should have been notified of this "expiration on honoring defect replacement." I was traveling and just got around to using the TV. It doesn't sound right that I pay over $1500 for a TV and it doesn't last more than 2-3 years of use.

The Case / Event number is [redacted]. I was told someone will get in touch from customer relations within 48 hours. After one week of not hearing back, I called Sony, and I was told that I need to follow up with an email. So I did on the [redacted] of August.

Finally on the [redacted] of August, they called me. They can offer me a replacement for $575 or a 15% discount. I don't think either of these are acceptable. The unit if "DEFECTIVE" and I shouldn't have to pay $575 (total over $2000) for a TV of that quality. I think a defective TV should be serviced at their expense with apology for inconvenience, not costing me $575 to fix their defect.Desired Settlement: A defective product should be replaced / repaired at Sony's expense. I should have been notified in case of a recall. That's juts common sense.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Television - KDL46WL135. Sony has contacted this customer and was advised per our customer relations department that Sony can provide a 15 discount coupon towards a purchase of a new Sony product or a discounted recetified TV, same or comparable model for $579 plus tax. We also explained to the cust that there was no recall for this model. It's just that Sony used to have a warranty extension for this model for a certain period of time that had an LCD panel issue.

If you have any question or require additional information, please feel 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:

Nothing added to what I reported. Except now they're retracting their "recall" as it was confirmed by their technical support, referenced by an authorized dealer, and all around the internet. Still they called to tell me what I already listed.

Extending a warranty for something is due to defective panel. They are calling it something else, but in essence it's Sony selling overpriced products and not supporting their customers when it's needed.

The $579 would buy me a brand new 55" Samsung with superior quality and SONY knows that.. that's why they're offering this meaningless replacement option, knowing it's not economically sound, but they want to come out as the "Good" people.. well Sony, for me and for all who read this and learn from it, you are not a company I'd put a dime into anymore.. True disappointment!

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Review: Well I bought a desktop from the outlet. I have never purchased a refurbished anything before. After speaking with the Sony Sales rep felt comfortable enough to make the purchase (although still a little leery about buying refurbished). I wanted to use two credit cards. The salesman said he could not take two credit cards. So I told him I would call back after I transferred funds. He said I could purchase a Sony gift card and do it that way. HE DID NOT TELL ME I WOULD BE STUCK WITH THE GIFT CARD IF I RETURNED THE PRODUCT. So I bought the desktop and in just 6 days the hard disk went out. I was totally heartbroken ? This is the third huge issue I have had with a Sony product. I was your number one fan. Now I am just done with Sony and I would like my money back please. I have no intention of every buying a Sony Product again. Can you please help me?Desired Settlement: I want my money back from the gift card sonys sales rep had me purchase to complete the sale. Had I know I could not get my money I would have NEVER EVER EVER bought the gift card!! HE DID NOT TELL ME I COULD NOT GET ME MONEY BACK. It would have taken me 5 minutes to tran funds and call back with my bank card. The hard drive went out after 6 days. I think thats just horrible who sells products like that? I JUST WANT MY MONEY BACK SO I CAN PART WAYS WITH SONY. SONY CUSTOMER SERVICE IS BEING HORRIBLE TO ME.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony gift card.. Sony has contacted [redacted] and she has accepted our offer of a refund for the $500 gift card. She has returned the card to Sony. ETA on the check is 4 weeks.

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 Tuesday, April **, 2014, I received an email from Sony Entertainment Network that $49.99 was withdrawn from my debit card to renew my Playstation Plus membership. Their customer service department was all ready closed for the evening when I received the email, so I called them the next morning (Wednesday, April **, 2014) to inform them that I never authorized them to take the money out of my account. They told me that by default, the Playstation Plus subscription automatically renews unless the consumer cancels it, but they agreed to cancel the transaction and give me a refund. I got reference number [redacted] and the return was authorized. I was told by the woman who I was speaking with (who did not give me her name) that the money would be returned immediately to my account. In review of my bank statement, I found that the charge caused my bank to charge me $35 in an overdraft fee. I checked my account again today (Thursday, April **, 2014) and found that the refund was not in my account. I contacted Sony and was told to check with my bank when the next account balance as the money would be in there then. Being this is a debit card, the money should have been back in my account instantly. As told, I contacted my bank and they reviewed my account and saw no refund or credit posted or pending from Sony. I called back their customer service line, where a gentleman by the name of [redacted], said the normal refund process takes at least 5-7 business days to be processed. I told them that is unacceptable and different from what I was first told, in that the money would be refunded immediately.Desired Settlement: I want Sony to not only refund me the $49.99 they charged, but the $35.00 that my bank charged me in overdraft fees due to the transaction, for a total of $84.99

Consumer

Response:

The funds have been returned to my debit card and now I wish to withdraw case ID [redacted]?as the issue has been resolved to my satisfaction.

Sincerely,

Review: On November **, 2013, I contacted Sony through their website requesting repair service on a product that was out of warranty. That product was a Sony IC Recorder (Model #: [redacted], Serial #: [redacted]). I was informed that repair of my product was not possible. The representative offered to replace my non-working product with a refurbished product for $30. I agreed that was acceptable. The representative provided me with a web link to the Sony eservice site. At that site, I created a repair request that was registered as Event ID#: [redacted]. I provided my credit card information to purchase a mailing label. According to the document, selecting this option would provide me with "a discounted UPS Inbound (to us) shipping label for $6.00)."

At my earliest convenience, I sent the product using the label that I printed. On the afternoon of December **, 2013, I received a voicemail from [redacted] from Sony Electronics. In his voicemail, he informed me that a refurbished model of my product was not available. What was available was an upgraded model, [redacted] for $40.58. At approximately 4:35 pm on that same day, I returned the call to the number provided, ###-###-####. After a short hold, I reached an agent who informed me that he could not help me but would be happy to forward my call to the appropriate department. After a very long hold (approximately 20 minutes), my call was disconnected. I called back and after an even longer hold, I reached a representative.

She provided me with the details that [redacted] had provided on the voicemail. I explained to her that it was my understanding that my agreement with Sony was that I would ship my non-working product back for a replacement for $30. She explained to me that wasn't possible since my model was not available. She told me that I could either accept the offer that she and [redacted] had made or that they would happily return my non-working product to me. I explained to her that her offer was not the agreement that I had with her company. I then asked for my shipping cost of $6.00 be returned since I sent the non-working product to them good faith that Sony would honor their agreement. She explained to me that would not be possible as they do not credit customer's shipping costs. I asked to speak to a supervisor. She informed me that a supervisor was not available as it was after 5:00. I asked that she leave a message for a supervisor to contact me when one was available.

Because I was incredibly frustrated that a company that enjoys the reputation that Sony does, I decided to contact the number provided on the Sony website for customer relations. The individual with whom I spoke noted my concern and said he said he would elevate my complaint to the appropriate individual. On the morning of December **, 2013, I received a call from [redacted].

After going over the same details, he made the final offers: 1. He could keep the product and offer me a refund of $20-25, the value of the product to them; 2. He could send me the upgraded product for $40.58; or, he could return the product to me. He was not willing to return my product to me for my disposal and refund my shipping cost of $6.00. In the end, I requested the product be returned to me as soon as possible so that I can determine what to do with a non-working product.

I offer the following analysis:

1. It seems completely illogical and economically detrimental to Sony that there was a willingness to refund $20-25 for a non-working product but was not willing to refund $6 for my shipping costs. Returning my non-working product to me and refunding my shipping cost would have resulted in a $14-19 savings for Sony.

2. It seems completely illogical and economically detrimental to Sony that they there was not a willingness to provide the upgraded device for the originally agreed upon $30 instead of $40.58. In this scenario, I would have paid Sony $30 for the upgraded device, and they would have kept the device that they valued at $20-25. It seems that Sony would have received $50-55 in exchange for providing a product that they value at $40.58 resulting in a savings of $9.42-14.42 for Sony and the value realized by keeping a loyal customer who has purchased many Sony products in the past, who still owns many of them, and was likely to continue to purchase Sony products.

3. It seems completely illogical to me that employees of Sony are not empowered enough to make a decision to refund $6 for shipping charges incurred by a customer after Sony was not able to honor their agreement with the customer even after realizing the value of keeping a loyal customer who has purchased many Sony products in the past, who still owns many of them, and was likely to continue to purchase Sony products.Desired Settlement: I would hope that Sony would take appropriate actions to ensure that I can become confident that, should I remain a loyal Sony customer, these actions are not repeated. The issue is obviously not about the money, although a refund of the shipping charges I incurred is the minimum that I expect, but rather about an organization with the reputation of Sony commit to honoring their agreements they make with their customers. I now must shop for a new recorder; however, I will wait to see how Sony resolves my issue before I determine which product to purchase.

Business

Response:

RE: [redacted] Case: [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 has contacted this

customer and he has accepted our offer of a comparable model refurbished at no

charge.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Business

Response:

January

[redacted], 2014

Review: Sony advertised a store closing sale with "50% off All Cameras & Camcorders." This was advertised at:

I made a duplicate of this advertisement. I wanted to buy a Sony a99. The store had one in stock, but refused to honor the deal; they said the corporation would only allow him to give 20% off. Many people found similar issues at virtually all of the closing Sony stores ([redacted]).Desired Settlement: I would like Sony to honor the advertised deal. The standard price of the Sony a99 is $2300 without lens with free vertical grip ([redacted]). The sale price should be $1150. I would like to buy one. I would also be glad to buy a Sony 24-70mm f/2.8 lens for half price to use with it, but I do not know if I can make a valid claim for that, since the store didn't have one in stock at the time.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his complaint with Sony Advertising. We have been trying to get in touch with this customer since April **, 2014 regarding his discount options. We sent him a Contact-Us email on April **, 2014. Sony has not heard from the customer to date.

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]

The business is lying in its response. I have not received any communications from Sony. I re-confirmed all e-mail in-boxes, including spam folders, and archives (I have a complete archive of all e-mails received on all accounts).

Sony has my contact information on file, since I've bought from them many times. I am not difficult to reach. My phone number is ###-###-####. My e-mail is either [redacted], or the e-mail I filed through with Revdex.com. I would suggest the best way to continue to communicate is through the Revdex.com, so there is a clear paper trail. Business is in violation of multiple Revdex.com policies, as well as [redacted] State law. However, since business' preferred mode of communication is telephone, I am happy to try calling on Wednesday.

The original complaint did not allow me to attach files. The response does. To provide more detail, Sony had advertised that they would be closing their stores, and that they would sell all cameras for 50% off. The Sony advertisement is attached. The [redacted] store had a Sony a99, but the employee told me he was not authorized to sell it for more than 20% off.

I have since learned, from the attached forums, that this matches the experience of Sony shoppers at other stores as well. In fact, Sony had no intention of selling cameras for 50% off. Store employees told shoppers at other stores that they were asked to ship all cameras back to Sony prior to the sale. Some stores failed to ship all cameras back, or had display models. People like myself who tried to buy cameras at those stores were told that they were not authorized to sell those cameras for the advertised price.

I am including a copy of the Sony advertisement on the day of (Sony has since changed it). I've also attached a forum thread about these issues.

This appears to violate multiple Revdex.com policies. Specifically, advertising cameras 50% off, while shipping them back to Sony headquarters violates both Revdex.com rules and [redacted] bait-and-switch laws:

[redacted]

Likewise, not honoring the price violates Revdex.com policy.

If I cannot get resolution through the Revdex.com, I will consider other legal means. This is not the first issue I've had with Sony failing to honor terms, so a small claims suit might be worthwhile.

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 spoke with Sony. They agreed to honor the advertised prices (give-or-take). I gave them my credit card number, and they said they would charge $2400 for the A99+SAL2470Z+grip (which is $300 more than advertised price, but which I accept). I should receive these by June **. If this happens, the complaint will be resolved.

They were, however, unable to provide either an e-mail confirmation or any paper trail. I would prefer to keep the complaint open until receipt. The web site does not allow me to respond other than accept/reject, and will automatically close the complaint before June **.

Thank you for your help with this.

Review: I purchases a sony ldl 40w600b tv. I used the tv for a few weeks and the picture went blank. I called sony repair [redacted] November ** and went through the diagnostic test. They said to call back [redacted] to resume the testing. After numerous calls and over 4 hours of waiting they said a technician will come out in three days. I called today with my repair number and now they said I have to send 3 pictures to an e mail address to verify everything. I feel that they have no intentions of honoring their warranty.Desired Settlement: quick resolution

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL40W600B . Sony has already contacted the customer and advised him that Sony will process the exchange for the unit under reference number [redacted] . We also explained to the customer that we are currently having system updates, but we assured her that the exchange will definitely be processed soon once our ordering system is up. The customer understood the situation. Sincerely, [redacted]

Our television that we purchased from Denver Cherry Creek mall (store now closed) with the extended warranty has now been an on going two week process with now hope in getting this resolved from Sony or the company that Sony is using for the product replacement.

Review: I purchased this PC from Sony electronics on Jan **, 2013 along with an Onsite home extended service repair plan. The product failed to connect to the home network because the wireless card/adapter had failed so on appx. 7/2013 and I called support. They seemed to have fixed the issue but a few days after the PC failed to connect again. The wireless card kept on resetting itself and the connection was now failing on and off multiple times an hour. When I called Sony tech support they stated that it could have been due to my home network, but after I called my internet service provider they confirmed that all home network setting were correct and no wireless issues were detected through their end of service. I called Sony tech support again and they remote accessed my PC and seemed to have fixed my PC again. October **, 2013 the wireless card failed completely and all connections were lost, Sony sent out a repairman. The repairman replaced my wireless card/adapter and verified that the cards that put into these PC had many defects and that more than likely the one in my PC was a defective card but that he had the same wireless card/adapter to replace and that hopefully this card was not one of the defective cards. A few days later after the repair was performed the PC lost connection again and I contacted Sony Tech support once again. They scheduled a repair of my PC but this time they insisted that I needed to send in PC to a Sony repair facility located in [redacted] I questioned why I needed to send in PC since I had purchased an Onsite Home extended service plan, the only answer I received was that my issue was strange and that's why I needed to send it to a repair facility. I was insured by the Sony rep that should this occur once again I would be receiving a brand new replacement PC since this issue is now being repaired twice. So I sent in PC and they kept it for appx a month and when I received it Sony claimed that it was repaired. Shortly after the PC failed and once I contacted Sony Tech support once again. Sony sent me another prepaid box to return my PC to a Sony repair facility once again in [redacted] I sent he PC and yesterday on 3/**/2014 I received my PC back and although Sony claimed to have replaced the wireless card the issue remains unchanged. I connected to the internet once the day the PC was received, however the next day (3/**/2014) the PC failed once again and the network card/adapter is now being reset over and over again failing to connect. I contacted Sony tech support and asked for a replacement PC and they advised me that they would not replace my PC that they will send in for a repair once again to their [redacted] facility. I questioned why this was being done again instead of honoring what they had claimed that if this arose once again that I would receive a replacement PC, the rep Leah explained that this problem is strange so Sony needs to repair it instead of replace it. I also insisted that I pair for an Onsite home repair plan and that I want my PC repaired at home since this is what I had paid for, but the Sony rep insisted that Sony will not honor this even though this is what I paid for. So once again I will be out with a failed PC for another extended amount of time. Here are just a few of the event record ID numbers that have been provided by Sony tech support for the repair issues, they have also declined to give me the other prior event ID numbers. [redacted]Desired Settlement: At this time since Sony has failed to replace or repair my PC as they had agreed I would like a full refund of my purchase. This PC has been in repair more than I have been able to use the PC. I had purchased an Onsite home service repair plan and they have also failed to provide the service for this plan since I am having to send in my PC to [redacted] two to 3 times now instead of having it serviced in home as the plan was supposed to be administered, also I am requesting that they also refund my money for this plan as well since they are not complying with the plan requirements.

Business

Response:

According to Sony's records a check for $1386.98 was processed on 4/*/14 for full buy back of computer. Customer should have received the check within two weeks. Thanks, [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:

Sony has issued a refund check, but I was advised that as inconvenience and to maintain customer satisfaction, the return of my PC or refurbished model would be sent out as well as the refund check. I have received but no PC has been sent out as stated.

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

Sincerely,

Business

Response:

Thank you for your response. We contacted [redacted] again and explain that Sony will not return his original unit back or send him another replacement. Instead of going with another repair last April 2014, [redacted] has accepted Sony's offer to buyback his unit. This process requires the customer to return the original unit to Sony. [redacted] acknowledged that he will received the refund check amounting to $1386.98. With this, Sony considers this claim/case closed.

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

Review: This isnt' the 1st time I've had this issue with this business location. They recently did this to me and I let it go and purchased elsewhere. This time I'm not letting it go. I went in there specifically to purchase a TV. I was looking for a particular brand (1 of 2 different brands) I was looking for a 65-75" 4K tv. The sales person came up to me and they steered me to a particular Sony tv and pushed and pushed me to purchase that tv because it was such a great deal. It was marked down on the ticket to $1,799.95. They also tried to sell me HDMI cable for 4K tv's along with a screen cleaner. She pushed and pushed and told me that she would sell me the tv for $1,500 and throw in the 5 year service agreement for $300. I finally agreed to purchase after nearly 45 minutes of looking and having her convince me to buy this particular tv. Keep in mind the price tag that was advertised on this tv was right on the tv and she brought me to it. She even told me that she just sold one of them the other day. Once I finally agreed she had someone go and bring up the tv and was in the middle of doing all the paperwork to purchase and I was about to pay for it and I noticed the tv didn't look the same. I asked why it didn't look the same and they didn't know. I asked to measure the box and sure enough it was a smaller than she just spent 45 minutes selling me on. I requested a manager to come over and see what was going on. He came over with 0 interest or enthusiasm and said that's not the right price it's $3800 and the tv she sold you was a completely different tv and he walked away disinterested. I believe that Sony is at fault here as they are the ones that mark down the tv's and put them on sale like this. How can they mark this tv down and advertise it this way and then not honor it. It was a clear bait and switch tactic. This is a common occurence in this store and it's really starting to make me mad. The salesperson and another employee then continued to talk about the fact that the merchandise was falsely advertised and that I wasn't happy but they didn't seem to care. I was overly frustrated again and I just walked out and told the manager they need to get their act together as a consumer I shouldn't be bait and switched and their business practices leave very little to be desired.Desired Settlement: I expect that the business honor the advertised price that they had and more so the price that the salesperson agreed to sell me the merchandise. As I stated this is clearly a bait and switch tactic and is illegal and that is exactly what happened. If I hauled that tv all the way home only to see that they sold me a different tv than we just looked at and agreed upon for that last 45 minutes I would be even more irritated than I am right now. Sony should know what there products are being sold for and what the sales are. I also called the corporate office last night as I left the store and spoke to a Teddi and she assured me that I would receive a call back within 2 hours as that was corporate policy.... I'ts now been 17 hours later and still no call. It is ridiculous how these businesses conduct themselves. I just called the corporate office back and was given the run around on the phone about how they wouldn't help me and didn't care. The person on the phone even put her hand over the phone and said "jesus christ etc etc" while I could STILL HEAR HER! That is so unprofessional. They sold me on this 75" tv and tried to give me a different one. The sticker said it was marked down $2000-$3000 and then they told me that the tv would be $2000-$3000 more than advertised. This IS NOT ACCEPTABLE!

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Travis Teeter about the Sony TV XBR75X850D. The customer was contacted by Sony and was advised that pricing of the products set by the dealers is something that Sony does not have control of. Sony understands that there was a misrepresentation about the product he was supposed to purchase at HH Gregg. Although the complaint was directly to the store, Sony explained to the customer that his case will be reviewed further to check what assistance Sony can possibly provide him.

Sincerely,

Joe B[redacted]

Consumer

Response:

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

I have received an email from a sony representative (hopefully someone not as important as Joe Byer) telling me that they plan to do nothing for me and essentially they don't care. It's not their issue. Once again I'm getting conflicting information from this business. The response they sent me says that they have nothing to do with the pricing set by the store whom they hire as their rep to sell their product. The store says that the pricing is set by SONY and they can't change it no matter what. Someone is clearly lying here and the fact that there is s $2300 price discrepancy on a tv I tried to purchase (that the sales person claims to have sold the same tv at the same price to another consumer 2 days prior) I would have been the victim of a clear bait and switch had I not noticed they were giving me a different smaller tv before leaving the store. The only acceptable solution here is to sell me the product for the price that was agreed upon. This must be against the law in some way.

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:

As I have already stated. This response is unacceptable. This store is a representative of SONY. This salesperson was the one that brought me to your product and pulled the price tag off of your TV. They sold that tv for that price to someone else 2 days prior. I have already been in the store since then and have advised a would be customer of yours to not buy that 75" tv from HHGregg or Sony. They took my advice and bought an LG. I won't stop doing this until you make this right. I am a manufacturers rep as well in a different industry and manufacturer and the rep are on the same team and work together. HHGregg refuses to work with me at all. To offer me a $50 gift card is a slap in the face when they are now refusing to sell me a tv they sold me on buying at a $2300 difference. I will contact the news outlets on this whole situation if I have to. This practice must be illegal. I expect someone to call me and fix this issue.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services: As discussed from the last response, we strongly recommend the customer to deal directly with HH Gregg to rectify the issue as Sony's decision will not change in this regard. Sincerely, Joe B[redacted]

Review: My Sony TV caught fire at the end of March. I had to put the fire out with a fire extinguisher. I contacted Sony. They said they would send a tech out to my house and claimed that if my TV couldn't be repaired they would replace it. It The tech came to my house on or around March **. He took pictures of the fire damage on the TV and submitted them to Sony. On April * I received a email from Sony saying my claim was complete and in the email explicitly said it was to be either repaired or replaced. On the following calls to Sony starting April [redacted] regarding my case/reference #[redacted] they said the TV was not repairable and I would be getting a replacement TV. I also asked if I could clean up the dust from the fire extinguisher and they told me to leave everything in place. So for the past month I have had a tv surrounded with fire extinguisher dust sitting in my home while they have kept putting of sending me a TV.

I was told that I would be getting a replacement TV shortly and they would be in touch with me within 24-48 hours everytime I called. Every other 2 days I would call and ask the status of my claim and I kept getting the run around, once they said they were looking for a comparable TV to replace it. Finally on Thursday April 10 Sony contacted me. They asked me for photos. I told them the tech they sent had sent them photo's. They said yes, but wanted more. So I have provided them. I still have not heard back.Desired Settlement: I expect them to hold up the agreement that is stated in the email dated April 1 and the multiple conversations I have had with them saying I will be getting a replacement TV. I do not want a credit from them to purchase a new tv. I want them to replace my tv like they said they would. I have a copy of the April 1 email, where they say repair or replace, it says nothing about a credit towards a new tv.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Marvin F[redacted] about the Sony Grand Wega TV - [redacted]. The customer was contacted by Sony and was that the evaluation on his TV did not appear to be a safety related issue. Therefore, the exchange or repair for his TV will not be accommodated. Nonetheless, as a goodwill gesture, the customer was informed that he is eligible to get replacement TV at a lower price. The customer will check for the models he may be interested with and will contact Sony. Sincerely, [redacted]

Review: I went online to Sony's webiste where they have items for sale and have pictures of what they look like. I inquired about a MP3 player that is blue. I looked and the picture advertised of colors lack the color blue in what is for sale. I called and wrote about this and was not given an answer. I asked why they still advertise the blue if they do not have it, and was still not given an answer.Desired Settlement: My desired outcome is to have a blue MP3 player manfactured to be since they have a picture of it advertised as an option on their website.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony MP3 Player. Sony tried to contact the customer via phone yesterday and today, however, it went to his voicemail. We left a contact number ((###-###-####) for the customer to call back and we are still waiting for his response. We would like to know the model number of the MP3 player and the specific website where he saw the advertisement for the said product as the Sony store online close down back on August **, 2015. Therefore, if the product was advertised by third-party companies, Sony does not have control about the items being offered from their website(s). In addition, we would like to know where he sent the letter to request the availability of the blue MP3 Player so we can check into this case further. Thanks, Jim C[redacted]

Consumer

Response:

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

I contacted them today. Gave them model humber NWZ-E380, was never able to speak to the caller, Grace, even when I asked to do so, at least twice. I was told it was not updated and was out of luck. They have a pink version not advertised. Why advertise something you do not have. I want a call from Grace or to somehow be fonnected to her, not put on hold by the wrong department when I call.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:The representative who left a message to the customer didn't have a direct line for the customer to be connected with. Therefore, Sony's toll free number was provided for the customer to call back. A plan was also noted on file so the next representative who will take the call will relay the plan to the customer to address his complaint. But since the customer wants to speak to the same representative who originally contacted him, the same representative tried to get a hold of the customer today but it was still directed to his voice mail. We would like to inform the customer that if the blue MP3 Player was being advertised on the Sony store website during time, Sony will no longer be able produce the same product as the store closed down back on August **, 2015. Thus, Sony considers this case resolved.Thanks, Jim C[redacted]

Review: An advertisement I had been looking at for about a month advertised a Sony Fit 15 \ Flip PC 5VF15N19OX for the price of $599 Customizable. When I called to purchase the item the representative said that it was an error on their part but It was actually $799. I told them that they should honor their advertisement. I spoke to two managers who refused to do so. Any other company would have honored their advertisement because the mistake was on their part. I also have a screen shot picture of the advertisement.Desired Settlement: I would like to purchase the price for the advertised amount of $599 with the 10% student discount the agent told me I was eligible for.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVF15N190X. Sony has contacted

this customer. Per the terms and conditions of our website, Sony is not

responsible for pricing errors. Sony can offer the customer a $50 e-coupon and

a free adapter as an apology to the customer if they rebook the order.

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:

[You Answer Here]

I have been in contact with the company who apologized profusely and led me from one department to the next after being put on hold at each department. This has been going on for three days. I was willing to accept the offer only to finally be told that I CANNOT be given the e coupon that was offered as amends because I did not actually purchase a computer. When in actuality, The reason I was given the offer of the coupon and free adapter was not because of an order but a pricing error of the company's.I was also willing to place an order but they still said I would not be given the coupon because I did not make a previous order. I am complaining about lack of professionalism and the company not fulfillng their word of amends and would like some resolution Asap please. They have inconvenienced me greatly. I have been without a laptop waiting to purchase one from their company bcs of this coupon

that was in actuality never to be. Please let me know as soon as possible if there can be a 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 SVF15N190X. Sony has contacted this customer. Per the terms and conditions of our website, Sony is not responsible for pricing errors. Sony can offer the customer a $50 e-coupon and a free adapter as an apology to the customer if they rebook the order. The customer would need to contact our sales department concerning this offer.

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

Sincerely,

Review: As instructed by a Sony representative I sent my faulty D VD car charger back to Laredo Texas which has been confirmed that they received it. Since August * I have called upwards of 10 times and promise multiple phone calls or emails back and have received none in regards to my replacement product. In addition I have sent six emails to Sony customer service and have gotten no reply. I have been a loyal Sony customer purchasing their products and warranties for many years and now I'm questioning my decision. I have made it clear that all I am looking for is my replacement car charger so I can operate my product as it was intended. All I am asking for is a replacement to the DVD car charger that I have mailed to Sony.Desired Settlement: Replacement car charger

Business

Response:

RE: [redacted] Case: [redacted]

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 the customer accepted the offer of a replacement car charger at no cost.

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

Review: about music unlimited

I purchased music unlimited, last week on may [redacted] and have been working fine, until today

satuday may [redacted] it wss out all day tried calling Sony through phone but I have to wait a long time which I dont have cus I workDesired Settlement: another month of music unlimited

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: E sales including apps, purchases from Internet content is treated as a material good under the consumer laws. Over advertised an expansion pack that underperforms, and changes the entire enjoyment of the product. At $20. It's half the cost of a game yet renders the time already spent playing it as worthless. I didn't pay 20$ to reset a game. Which is essentially what happened. Within 1-2 hours of playing. I don't feel like playing it anymore. It's false advertisement, and a bait and switch scam. Stating there is no refund policy for purchases made in the online store. [redacted] has already been through this, and forced to create a refund/uninstall policy by congress. Sony customer service is just a ploy to get someone to go away.

Product_Or_Service: Expansion pass 1Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund customers and change store policy.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Our attempts to talked to the customer were unsuccessful. We would like to get more information about this problem. He may reach our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm Eastern Please provide the event number [redacted]. Sincerely, [redacted]

Review: I purchased a set of sony earbuds from toys-r-us in marion, IL. I opened the NEW set when I got home and the right ear bud did not work. I attempted to fill out a warranty claim online, but it would not work for the set of ear buds I purchased. So I called customer service and they couldn't get it to work either, but set up a claim # for me and assured me they would take care of it. A week later I tried again online to set up a claim and got it to work with the same type of earbuds only a different color. I recieved an e-mail saying an agent would be in touch within 24 hours. That was over a month ago. I have replied to this e-mail a few times asking about my claim with no answer. 2 days ago I replied again and recieved an automated reply saying an agent would be intouch within 24 hours. 48 hours later I'm writing to the Revdex.com now. It is my opinion that Sony reroutes warranty work until the consumer gets tired of dealing with it and gives up. They appear to have no intentions of warranting my earbuds.Desired Settlement: I would like a replacement set of earbuds. And if they require to see the old pair I ask they send a prepaid postage box or use the box the new pair comes in and pay the postage, because they failed the day I bought them. And in my opinion that is Sony's responisbility, not the store I bought them from. I want the new pair immediately, not after seeing the old pair, I think I've waited long enough. I do NOT want a Sony gift card. A refund would be acceptable.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDREX33LP/BLU. Sony has contacted the customer but it goes directly to his voicemail. Sony will replace the unit but he needs to email the proof of purchase to us.

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