Sony Corporation of America

Review: Sony is sending mailing via [redacted] to my daughter [redacted]. I called them and asked them to remove her from their mailing list. When I called (Twice) they requested her email and said they could not request the stop mailings.Desired Settlement: STOP sending SONY mailings to [redacted]

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her daughter receiving mails from Sony. We contacted this customer already. We informed her that we don’t have any information of her daughter saved in our database. Thank You,[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 called them regarding this and they also called me regarding the marketing mailings being sent to my daughter. They must have her information somewhere in their database to send marketing material. So I DO NOT feel this has been resolved

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her daughter receiving mails from Sony. We contacted the customer already, however we were not able to talk to her directly. We would like to help her get this problem resolves. We don't have any information of her daughter saved in our database, it could be that her daughter is still subscribe to other Sony applications, or she might have an account in Sony Style. We would like to refer her to [redacted] she may reach them at ###-###-####, she would have to personally unsubscribe to this. Thank You, [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 called Sony prior to my Revdex.com complaint. You would think that call and this complaint would tell Sony to simply do what I asked and UNSUBCRIBE and REMOVE my daughter [redacted] from their mailing list.

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

Sincerely,

Review: I purchased a TV from a local retailer. As a part of the purchase of the model I purchased I was to receive a free [redacted] subscription for six months. After taking a year to upgrade my satellite service to HD, having to purchase a new wireless router, and changing my internet service provider I finally tried to activate my subscription. I could not find anywhere how to activate this subscription so I called Sony customer support. After explaining my situation to the customer service person that answered the phone he said that there was nothing that could be done. He said that since that promotional time was over there was nothing that anyone could do. I questioned that there was not one person that could do anything to resolve this and he said no and then proceeded to tell me since no one could help me that the conversation was over. For this reason I will NEVER purchase another Sony product. He made no attempt to try to satisfy my dissatisfaction by transferring me to some one who could help resolve the issue. Sony is a big corporation and I find it hard to believe they can't resolve my issue that at most would have cost the normal consumer $50. Well after buying a TV and Blu-ray player that cost $1,600 they have lost this customer business forever. I am sure there will be many more electronics purchased by me in my lifetime but I can assure you the brand will not be Sony,Desired Settlement: The only outcome that will bring my business back is exactly what they advertised as part of the product purchase - a six month free subscription to [redacted]. I do not ask for nothing more than what was originally stipulated

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL60R550A and the [redacted] promo. Sony has already contacted this customer unfortunately we were not able to speak with her directly. Sony would like to advise the customer that, this promotion has expired and is no longer eligible for redemption. The promotion ended on 12/**/13 and the redemption deadline was 4/**/14.Sincerely,[redacted]

Review: The screen on my Sony Xperia Z2 Tablet broke, I sent it in for repair. Less than one month after receiving my tablet back the screen has broken again. Not due to abuse, but normal daily wear and tear that ANY other tablet would survive. Sony has told me that I have to pay for my screen to be repaired again. That would total approximately $900 for the tablet alone excluding cases and screen protectors. Unacceptable. This is by far the worst tablet experience I have ever had. (and I have iPads!)Desired Settlement: I will assume at this point that it is my specific tablet and try an exchange.

Business

Response:

We are sorry to read that the customer has a broken screen on his tablet. Sony will be glad to evaluate the product at our repair facility.

He is welcome to contact our Call Center at +[redacted] between the hours of 8AM and 11PM EST to have an RMA setup so we can evaluate the damage.

Consumer

Response:

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

They are not offering to exchange my tablet or replace the screen. I know it can be "evaluated," which will result in being told I have to pay to fix it again. I've already been told that by a customer service representative today.

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

Sincerely,

Business

Response:

Our repair center has received the customer’s tablet and evaluated the damage on the unit.We have attached images that show that the tablet has damage that was not caused by a product defect. The customer has been provided a quote of $165.21 (plus any tax) to repair the damage on his tablet.

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:

Just as predicted, Sony is demanding another payment for my screen replacement. There were only two possible conclusions: 1. The tablet was defective in some way, causing the screen to break much easier than other tablets. In which case Sony would have fixed it.2. Sony just makes really, really poor quality tablets that are far more fragile than any competitors.We have now found that Sony's products are just not up to par with any other comparable brand when it comes to durability. I do not expect them to make Motorola grade devices, but the tablet should be able to hold up with day to day use.

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

Sincerely,

Review: I am an original [redacted] of a Sony WEGA television which I have owned for about 8 years. It is a high definition wide screen TV. It weighs roughly 200 pounds and requires two strong men to lift.

The TV is currently malfunctioning. When the TV is turned on it comes on for a few seconds and then cuts off. This happens over and over again. I contacted Sony customer support who told me to unplug the TV for several seconds and then plug it back in. This solution works only occasionally. The TV usually has to remain unplugged for several hours before it will start up and stay on when replugged.

I contacted Sony Customer Service and relayed this information. They told me I could take the TV to a Microcenter location or Advisory TV and Radio Labs in [redacted]. As it turned out, Microcenter does not repair TV’s. To make matters worse, Advisory TV and Radio Labs told me that parts are no longer being produced by Sony for my model TV and, as a result, they could not repair the TV. My only other option was to get a 15 percent discount on a new TV.

This TV cost about $1,400 when I bought it new. I consider it to be top of the line and state of the art. For it to be unrepairable so soon after it was purchased is outrageous. I’ve sent a letter of complaint to Sony’s legal department over a month ago. It has not been responded to. All I can speak with is Customer Service (located in Manila, Philippines) who told me they would only offer me a 15 percent discount on a new TV.

Sony should make a concerted effort to aid someone in my situation. For one of their fine products to be considered ready for the garbage after such a short time is unconscionable as a consumer. Sony should make a special case for this situation instead of offering a mere 15 percent off on a new product.

Please advise your assessment of my situation.

Thank you,Desired Settlement: Since the TV is unrepairable because parts are no longer being produced for it, Sony should replace the TV at a deep discount.

Something much greater than 15 percent.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Gary Paul Rich regarding the Sony TV KV-34HS420. Sony has already spoken and discussed with the customer that his unit purchased in October 2006 is more than 7 years past the last market release date of the product. Sony may or may no longer have the parts to complete the repair. This is included in our Terms and Conditions. Furthermore, Sony acknowledges his situation and appreciates his loyalty to the brand, so he was offered a 15% discount towards a new purchase as a good will gesture from Sony. Considering the age and warranty status of the product, Sony still supports his continued patronage and offered him the discount. Sony cannot offer any other option other than what has been offered.

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:It is outrageous that a $1,400 TV which is only 7 years old is beyond repair when a minor repair is needed because of discontinuation of the manufacture of spare parts. What is Sony thinking when customers experience such an outrage? Will I ever purchase a TV from Sony again? Absolutely not! A 15% discount on such an expensive item amounts to practically nothing. This TV is still state of the art a mere 7 years after purchase. It shouldn't be allowed by law. Manufacturers of these high end products should be compelled by law to support their repair after just a few years after purchase. It's a shame that my only option right now is to dispose of this TV because of the lack of availability of parts to perform a minor repair!

[Your Answer Here]

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:

[Your Answer Here]I did not tell Sony to forget the issue at all. Sony simply made clear to me that a 15 percent discount on a new TV is their final offer to solve my problem. This was communicated to me in a telephone conversation Sony initiated, I believe as a response to my complaint to the Revdex.com. After this was made clear to me and I had no recourse with them, the telephone connection was severed. At no time did I tell them to forget the issue. I do not accept a 15 percent discount on a Sony purchase as compensation for my dilemma and expect the Revdex.com to render an unbiased decision on this difference of opinion between myself and Sony.

I simply feel that Sony should be called to task to support their products in a more substantial way than they are doing. To be stuck with a TV that cannot be fixed after only 7 years when a minor fix is needed should not be allowed. Sony merely reiterated their written response to me through the Revdex.com in a telephone conversation. They are not changing their minds about my compensation at all. Does the Revdex.com have to power to do this? I'm not seeing any evidence of this.

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 have been trying to get in touch with [redacted] again since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, May **, 2014.

The Sony TV model KV34HS420 was released in the market in 2004. Considering the age and warranty status, 15 discount towards a new purchase is the only offer we can give as a good will gesture from Sony. Sony cannot offer any other option other than what has been offered. We consider this claim/case closed.

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

Review: I bought the Sony TV KDL50W800B on Sep ** 2014. I know that this TV comes with a inbuilt wall mount. I do not want to use the Sony provided wall mount since it cannot swivel.

So I was shopping around for [redacted] wall mount Tv stand. I got one last week and tried to install the wall mount bracket on the TV. The I realized that this TV has only 2 holes for wall mounting. Any wall mount brackets comes with default 4 holes.

With this limitation on the TV, I cannot use any swiveling wall mounts on this TV. This limitation about the TV (only 2 holes) was not provided anywhere on the product description.

I contacted customer support on 12/**/2014 both via phone and online chat. The lady on the phone was harsh on me. She informed that this TV comes only with 2 holes and I should use ONLY the wall mount they provided. She also told she cannot support on this issue, and I need to get a loca technician. When the TV doesn't have enough holes, what will a technician do?

The guy on online chat accepted that this information was not provided on the product description. I can provide the chat text if needed

When someone but a TV worth of $1000, no one expects that it cannot swivel. I request Sont to look into this issue.Desired Settlement: Replacement & compensate

Business

Response:

Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony TV KDL50W800B wall mount. We have talked to the customer today and we provided him the correct wall mount. We have ordered a wall mount for him as one time accommodation and provided him $50 Sony gift card as compensation. Customer accepted and agreed to the offer. The customer should receive the wall mount in 7-10 business days and the gift card in 2-3 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: Returned recalled computer as requested was told I would receive a $100 gift card and a full refund and I still have yet to receive either.

Sometime in Mid - late June my mom received a phone call from Sony informing her that my computer had been recalled due to the battery overheating and causing the computer to catch fire. They left a phone number and I called them back. When I spoke to them they gave me three different options as to how I could receive a refund. One was a full refund and a gift card. The other options were to exchange it for a new computer and I can't even recall what the last one was. Anyway, I sent the computer back and after waiting several weeks without receiving my refund I called them. They said they received my computer and it would be a month before I got my refund. So I called a month later and they told me the same thing. Then my mom called and they transferred her to tech support and was put on terminal hold. They have yet to honor the refund they said they would give me if I sent my recalled computer back.Desired Settlement: I would like the refund they said they originally said they would give me.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Notebook SVF11N13CXS.

Sony has already contacted this customer. As promised she should receive a $100 gift card and a full refund. We already have discussed the procedures on how we could complete the refund process. We will wait for her proof of purchase to be emailed at [redacted] with the Event number, [redacted] in the subject line of the email.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have sent them the proof of purchase and now await my refund.

Thank you,

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 laptop model number SVF11N13CXS . We offered a full refund in the amount of $809.80 and a Sony $100 gift card to the customer and customer accepted it. The customer will receive the check refund within eight to ten 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: I purchased the Sony Xperia Z (Serial # [redacted]) on 10/**/2013 from TMobile store [redacted] for 529.. + tax a total of $561.79. This phone is advertised and sold as being water resistant up to 3 feet however; the first time this phone came into contact with water it was rendered useless due to water damage. I first contacted Sony Xperia Contact Center on 11/**/2013 (Service Request: [redacted] / RMA Number: [redacted]) in an attempt to have the phone repaired or replaced due to the obvious defective device and I was provided instructions on how to send it in for repair. The phone was returned to me unrepaired with no indication of why the phone was unrepaired. When I contacted the care center again I was advised that the phone was beyond repair and that liquid damage was not covered under the warranty. I have been contact many times since I received the phone back by phone and by email and have not been able to resolve this dispute or get the phone replaced or repaired.

I would also like to point out that the phone is advertised as "water resistant design stands up to the wettest of conditions, even complete submersion in up to 3 feet of water for up to 30 minutes at a time2. So snap an underwater pic at the pool, catch up on your emails during a leisurely soak in the tub, or swipe through a recipe with wet fingers worry free." (see link below) which was quite obviously not the case for me. I am positive that all precautions were made to ensure that the phone was secure and all port covers/flaps were securely closed before the phone water resistance was tested. Since I have been unable to resolve this complaint with Sony directly after months of contact I am filing an official compliant in hopes of obtaining a refund as a dissatisfied customer of a defective product. [redacted]Desired Settlement: After months of unanswered contact with Sony Xperia Contact Center with no resolution I have since replaced the purchased device and would like a refund for the purchase price.

Business

Response:

We are sorry the customer has liquid damage in her phone. Repair center testing confirms that her phone does seal properly if all covers are completely closed. If the phone is exposed to liquid without all of the covers being completely closed, water will enter the phone causing the damage her phone has.

Her phone cannot be repaired and it will not be replaced.

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 consider this an acceptable response from Sony as I have asked multiple times for documentation of the testing they performed and the results of such testing. Sony has failed to provide any documentation of testing conducted after reciept of my phone and no results have been made available for my review despite several follow up calls to them for this information.

I would like to review test results that have led to Sony denying my claim of a defective phone and false advertisement of the water resistance capabilities of this phone.

Thank you,

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 have reviewd the "Results" provided and do not consider this proper documentation of testing done to my phone. The image provided as a result of the phone passing testing doesnt indcate where, when or by who the testing was performed nor was there any documentation that this result was from testing performed on my specific phone. Please provide more formal documenation specific to my device identifiable by phone seriel number or any other methods of verifying testing was done on my device when when my phone was in the possession of the Sony Service Center.

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

Sincerely,

Business

Response:

Sony Mobile has previously provided proof the customer’s phone was not damaged as a result of a product defect. Her phone cannot be repaired and will not be replaced.

We consider this matter closed.

Review: Dear Revdex.com,

This complaint is regards to Sony Inc. This is in regards to (repair via warranty) work order #[redacted], for a DSC Cyber shot DSCTX20/ serial number [redacted]. To be clear, I am a long time Sony customer, from water proof housings, to the first HDR camcorders, and completely disappointed by the lack of customer service your repair department has, and the authority is has.

This camera was sent in for warranty/repair by myself in the spring and fall of 2013 (two times), for the device malfunctioning in more than 1 way. Both times I was sent a new device, in which the same defect occurred; not powering on, or taking pictures properly before, during and after being in 2.5 feet of water (not performing to its specifications). After being fed up with the process of dealing with a device (that was not only improperly engineered, but in no way does it meet its printed specifications) I was told by a [redacted] (see case notes in event ID log), that if upon receipt of the replacement device (repair #2) if I still had the same problem, I could pay "slightly more" than what the orignal cameras purchase price ($200) was to upgrade to the TX200v (a higher model which seem to be more properly engineered). This of course is why I sent the device in the 2nd time. In the spring of this year 2014, the camera (with the exact same type of usage, no more than 2.5 feet of water), had the same defect occur again, power failures, and lens shutoffs. I then sent the camera in again. This time confirming the agreement of the [redacted] in the past, that I could go ahead and pay the additional amount to upgrade to the tx200v. I was told if the same problem existed the resolution earlier discussed would be honored. Upon receiving an email on 5.**.2014, that the device has corrosive damage, and that the warranty would not cover that (since the camera cant meet its minimum specs, its obvious why would it be able to endure anything). I was then, (with the utmost ridiculous resolution possible) was offered to purchase another below average camera from SONY, the TX30/P, for the price of 200$ in which they would keep my "corrosive camera" This was beyond absurd, why would I pay 200$ for a "garbage" camera, and let you keep mine, when that same camera (TX30/P) is 200$ on yours and every other website? Furthermore, why would I agree to such (for the lack of a better word) "stupid" suggestion, when we previously discussed the camera(the Tx200v) that should live it up to its minimum specifications. We are talking about taking a camera in 2.5 feet of water, and your company can't even stand by its product? I then called the repair facility 3 times, in which I asked for a [redacted], and I was refused all 3 times for this request. What in god's name are you (SONY) teaching your reps, and repair staff? When a long time customer has an issue (reviews of this camera after proper research show similar issues, although your department refuses to acknowledge) you treat them with such a lack of care, no actual resolution, and dont back your product, and then encourage them to buy a worse one? I am contacting you to see if you can provide the resolution that was promised or an alternative one that makes sense.

I of course wish to reach a resolution in a non legal, civilized manner of course.

Thank you for your timeDesired Settlement: Replacement of current defective camera (not by use, but by design flaw) for the tx 200v, as promised originally.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Cybershot/Digital Still Camera DSCTX20/B.

Sony has already contacted the customer. We already discussed that the last replacement was processed on 2/**/2013 [redacted] Work Order Number: [redacted], due to this reason we can no longer accommodate a replacement. However we still offer him a 15% discount on his next purchase.

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

Sincerely,

Review: I purchased a Sony CDP-CE500 Compact Disc Player that stated it had a 5-disc carousel and was a cd changer. The unit plays only one cd at a time, stores 5, and at the end of each cd, the unit must be instructed to play the next cd. This is in essence a SINGLE disc player, with storage.Desired Settlement: I believe that the item was misrepresented. I paid $149.00 for a CD changer, and I already have a SINGLE disc player, I don't need two. A refund of the purchase price was requested from Amazon Seller Electronic Express, however the 90-day return window expired. I bought this item on March **, 2014. I am totally dissatisfied with the response that I got from the Sony support department, where they told me that the unit plays only one CD then stops, so it is functioning correctly. A full refund of $149.00 is the only desired outcome, and I can return this unit to Sony if needed. This is the worst case of implied function that I have ever seen!

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: We received a sound bar as a Christmas gift for Christmas 2013. The sound bar completely stopped working in May/June of 2014. In July, I called the customer service department and was informed that unit is within warranty and that the repair would be covered. I specifically asked if I need to supply receipt and was told no because I had called and reported the problem before the date the unit hit the US market. I was also told that I will be emailed a shipping label and to send the unit for repair. The shipping label never arrived. A week of two later, we had to call again regarding the shipping label which was send that day. We sent the unit for repair. The next call I received was to tell me that it will cost $130 to repair the unit bc I didn't provide receipt. I explained what I was told on the phone initially and that this was a gift and I would prefer not to have to call the person who gave this to us and ask for a receipt. The response was the same. Otherwise, the repair would have been completely covered by warranty. I had to call numerous times - every time I called I spent at least 30

Minutes on the phone. The customer service representatives are completely unhelpful - there are no records of previous calls or so they say - the only way to speak to a supervisor is for you to email a supervisor - absolutely horrible customer service. Finally, the service center decided to make an exception and repaired the unit and sent it back. The unit arrived and worked for a day and now the unit does not work again. I just got off the phone with the customer service reps and was told to ship the unit but the shipping charges are no longer covered by Sony. I am astounded at this ridiculous level of customer service - this unit is under warranty - I had spent hours on the phone to get it supposedly repaired - the unit was obviously not repaired properly

- was treated like dirt by every customer service rep - and now I have to pay for my own shipping charges for something that should be fixed the first time around? This is absolutely horrible. While I have been a great Sony follower and have bought numerous products, this experience has changed my view on the brand.Desired Settlement: I would like Sony to fix the problem and honor it's warranty without me having to pay for shipping or repair.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony Component Sound Bar/Front Speaker SACT260H.

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

honor the warranty for her unit and will also accommodate shipping. She may call us at:

Reference number: [redacted]

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

Sincerely,

Review: I help my father purchased a Sony flat screen TV on December *,2014 through [redacted]. I Don't remember seeing any place that ask me if I want to buy warranty. The TV was sent a few days after my purchase online. It costs $800. A month and 3 days later, there was a pixelated line that went across the whole screen horizontally.

I went to [redacted] and they told me it's an online purchase so I should call [redacted] over the phone. I called them over the phone and they told me that the problem that was on my TV, I should've contacted Sony Cooperation number. They gave me the Sony number of ###-###-#### but no one picks up. I had to call the 3rd time for someone by the man of [redacted] or something. He listened to my issues and transfered me over to another department which was technical I think. The man asked me to take pictures of the pixelated horizontal line that goes across my TV and send them a copy of my receipt.

They told me they will schedule a day for them to bring a new TV for us in replacement of taking back the TV with pixelated line. I waited for a week and no answer from them. I called again and this other man told me someone will call me the next day regarding this matter to schedule an appointment to bring a new replacement to my home.

I waited and waited then I went on a month long vacation to [redacted] and I would always carry my phone with me. But no one calls me back and no email from anyone. Complete silence. I went online to try to contact them through Internet and this person called ** sent a message back to me regarding my issues with a template reply message. He kept saying he understands what happen and told me to call a certain number. I called again the third week of March while I was still in [redacted].

This woman pick and I told her that it's been 3 months since I last called. She knows I would need a replacement TV, she apologize and told me that someone will call me in 24-48 hours again!!!!

Now it has been a week and no one called, no email nothing!!!!

Why would they keep saying they will give me a replacement TV and schedule and appointment for us to do so. They kept saying someone will call me back. My family has been such loyal Sony customer since my parents came to the United States. We purchased 5 Sony TVs in our lifetime.

My brother also purchased a 32" Sony flat screen TV. It is still in great working conditions after 4 years.

The 60" Sony flat screen tv that I purchased for my father has a very distracting pixelated line running across the screen. It has been almost 4 months since I purchased this TV.

It is very upsetting and I felt ripped off. If your product is not a good working condition then take it back and replace a new one to the customer. They just ruined their name Sony.

It makes me wonder if Sony is trying to prolong this situation so I will forget and they don't have to take any responsibility. It will be a product that we will use for another decade but not anymore. We even thought about selling the TV but who would want to buy a TV that is almost 4 months old with a pixelated line.

Please have someone take a look at my TV and I can get my replacement as what multiple customer service representative told me I can get. Very hurtful!

Thank you so much for your time! I truly appreciate it.Desired Settlement: I just wanted a new TV that don't have any pixelated line. I bought it for $800. At least get me something that cost the same price. The size can be smaller because I bought the TV after Thanksgiving when it was inexpensive. It makes me wonder if [redacted] kept a return item and then delivery it to me as a new TV while I ourchsed it over the phone. I'm not sure if I have to file a dispute on [redacted].

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony TV KDL60R510A.. Sony contacted the customer via email however we have not received any response as of yet. We also contacted customer via phone but unable to speak to her. We left a message on the customer’s voice mailbox. We would like to inform the customer that Sony has not received the pictures that was requested to her as of yet. Pictures are needed to diagnose and discard physical damage issues. The customer can email the pictures to [redacted] with the Event ID [redacted], Model # and Serial # in subject line. We are waiting for the pictures to be sent so we can move to the next step. We shall be monitoring this case and we will make sure that customer will be provided assistance for whatever is necessary.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]

First I really wanted to say thank you for helping me so far! Sony has finally reached out to me by this lady named [redacted] and she left me two voice mails. The first message I cannot understand her thick accent so I couldn't reach her back. The second time she left me a message and left me a toll free number of ###-###-####. I called twice to reach a representative with the name of [redacted] that also has a strong accent. I have him my event number and told him that I wanted to speak to [redacted] because on her message she said I can call her directly at that ###-###-#### and I can't reach her twice. They told me they CANNOT transfer me to [redacted]. She also sent me an email and finally there is an email sent from Sony. They told me that it's been taking this long because they haven't receive my pictures!!! I've sent to them multiple times through email. I sent to her twice and it bounced back! So I got so frustrated and just kept resenting it for a total of 9th time of email probably. Listing my event number, model number of the TV, and also the serial number that this man by the name of [redacted] have it to me. I don't understand why they can't call me or email me to tell me in January that they haven't receive my pictures to go on to the next step. Right now it is April and almost May of 2015. Nothing has been resolve. I guess if I never file a claim on your Revdex.com, Sony will ignore me completely. I sent them several emails of my pictures that I had taken up close and zoomed out. This time they better don't say they didn't receive my pictures because they sent me templates an automatic response that they had received my email. Lets to see where Sony can go from here. It is just so frustrating that someone calls you to tell you to call them back directly and email them directly but I can't even reach [redacted]. Only representatives telling me let me check that for you and come back to tell me that someone will call me 24-48 hours. No one calls or email me until I reach your Revdex.com company and I really appreciate it. I felt like its a scam. It is the same as calling to no where. Pointless. I told them I should've bought a [redacted] or ** instead. If I heard earlier that Sony was closing business in Canada then I wouldn't even buy anymore Sony. My father watches his TV on a 32" Sony TV that was purchased around 4 years ago. It works great and still excellent condition. I just don't understand how a TV of 2014 can have a pixelated line. I even went to [redacted] and called [redacted]. They told me I didn't have guaranteed then they can't help me. Which is fine because it's past the 15 days policy for their company. I mean who would buy guaranteed if you have been using Somy TVs all your life and went through the 5 th Sony to have issues. Each Sony lasted for over a decade and we would get rid of it because it is outdated not because of technical difficulties. It it is just so frustrating and upsetting to have such a prolonged case about a TV that has one thin pixelated line that kept cutting off people's foreheads when I watch TV. I want my money's worth and don't want to get cheated! It is not a small purchase of $8 for a meal or $80 for a cell phone bill. It's $800. Some people have to work two weeks and a half to make that money. I'm still paying off my college loans and still don't have my career up and going. It's been 7 years since I graduated from college and many college students I met also has trouble finding jobs. How long will Sony fix my TV? How long does it take to send someone over to fix it or to give me a replacement like this man said so and now they backed out on their words. They gave my father and my hopes up. This is why I still won't give up. I don't mind my complaint being publish. It makes me worry to shop online now because of this incident. Someone please just just hurry to resolve this issue for me! Just get rid of the pixelated line! How long does it take?

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 TV KDL60R510A. Sony has contacted the customer and apologized for the delay of the service. We offered a recertified model as a replacement and customer accepted it. We advised customer that the turn around time for the replacement is 2-3 weeks. We will pick up the old unit at the same time when we deliver the replacement. The replacement has been processed and we shall monitor this case for the customer. Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

I just don't want to click accept yet because I still haven't receive the replacement TV yet. I did and finally received a phone call this morning from [redacted]. She told me it will take 2-3 weeks and I will wait. I just hope they won't back out on their words and give my father and my hopes up again. I want to wait and see if they do come by my home for the exchange. My father said it is great. As long as the TV does not have the pixelated line on the screen. It is such a distraction. I really wanted to say, THANK YOU so so much for your help!!!! Without your help Sony will not contact me for any follow up and will just kept saying someone from Sony will call me 24-48 hours but never calls for months until I find your Revdex.com. I would highly recommend this to anyone if they ever run into any problems with a business. My my father already marked down on the calendar to see within 2-3 weeks if they will bring an exchange to us. Please wait 2-3 weeks and check in with me to see if Sony does come by. I am really grateful for your Revdex.com!!! Thank you!

I'm counting down the days till they bring me a TV that does not have any pixelated lines. What happenes if the replacement TV has issues that will arise like my TV that arises in a month??? I hope it will run smoothly and for a very long time. My family is not looking to get another TV anytime soon.

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

Sincerely,

Review: Extended warranty plan coverage wasn't honored in a timely manner

I purchased a Sony vaio computer last june** 2013 together with an extended warranty plan with [redacted] which expires on June 2015 paid 800 for computer then 160 for extended warranty (price are just estimate as of this time trying to locate receipts)then last August 2014 I accidentally dropped my laptop and got broken so I called Sony to file a claim but I need to go abroad for some personal reason and I couldn't wait for their package so when I came back in the country I gave them a call and told them of my issue and asked them if I can send my computer by that time and if it's ok to put it on the package they sent me the first time since it's already in my place they then agreed on that and I also asked them how long would it take for repairs to be done on my laptop they then told me in a week or two it will be done and if it's beyond repair they will just replace it and the contract is fulfilled if they do so this was oct 2014 and since then I haven't had my computer in my possession and it's already February of 2015 all I know as of this moment is that they have sent it to [redacted] and [redacted] still waiting for parts then Sony offered to buyback my computer so I asked them why and told them that it's not written on our extended plan that I had purchased thru them and also asked them if it really cannot be repaired then I can look at that option if they also at least cover half of upgrade that I bought specifically for my laptop which totals to $360 because I spent $720 for parts upgrade then I can consider what they are offering but since they told me that it can be repaired and the parts are available during that time I am willing to wait so my upgrades won't go to waste and they agreed that they will repair it but right now February** 2015 they said that parts are no longer available but a couple of days ago they told me that parts will be in their possession by mid February and they confirmed it my concerns are they should have known it if the parts won't be available since the beginning and not waited until today to tell me that isn't available the fact that they waited 4monthsbefore they decided that it can't repaired is pretty much frustrating...

ADDITIONAL DETAILS:

Case is being handled by another organization: [redacted]Desired Settlement: Honor their extended warranty plan that if they can't repair it then provide me a comparable unit if not better for the time that was water because of their incompetence and have them sanctioned for misleading ordinary consumers like me that put my faith in buying extended plans so I would not experience difficulty in acquiring necessary repairs when this kind of thing happens that I would have a stress free experience for the reason that I have extended plan with [redacted] at hand so if situations li

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about his Sony SVE14A35CXH. We contacted the customer twice, however we only reached his voicemail. Initially, the parts that were needed to fix the unit was not readily available. Sony is no longer with computer business, so we cannot provide him a replacement. Sony offered him a full refund for the unit to honor the extended warranty. Upgrades to the customer’s unit is not part of the warranty. Now, since the customer was willing to wait for the parts to be available, we advised our service partner [redacted] to proceed with the repairs. We asked more patience and understanding from the customer. This may be a long wait, but we are also looking forward on resolving his issue. We would also monitor this case for the customer. Sincerely, [redacted]

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his SONY SVE14A35CXH. We already tried to reach out to the customer and tried to make him understand why Sony support is offering a buyout for his unit. According from our service partner [redacted], they already ordered the parts needed to fix the customer’s unit. The current status for the parts order shows that 3 parts are now available and a part is yet to arrive, however there is “no estimated time of arrival” for that part. The Parts and Accessories that he contacted is for Sony Sales, not for Sony Support. We get our parts for service from different warehouses and dealers. This is why we are reiterating our offer for a buyout, we don't want the customer to wait any longer. To further explain the Sony warranty that the customer has, it is true that a refund or a buyout is not part of the said warranty but on a unique situation like this we need step up and offer a solution that would still be favorable to the customer. We already tried our best to have the unit fixed. We are not going to argue with the customer decision, we could wait until the part would be available or he may call us to process the buyout. We could only say so much.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] since they acknowledged that buyout is not part of my extended warranty why wont they proceed this way since repair is taking sooo long I can also accept the other option on my contract which is to replace my unit with another notebook similar to or better since its also part of my warranty that they can replace my unit with a comparable one or better I can accept that granting that it shouldnt be in anyways a downgrade of specs and features of my sony vaio it should be between 13-15" touch screeni can see that they wont have a hard time looking for one since [redacted] still selling sony vaio notebooks online...or other retail stores for sony still carry vaio laptops im sure they can find one and also at least throw in an extended warranty with [redacted] for free or at least a discounted pricefor the warranty with[redacted]...I think thats not too much to ask for considering the fact what they did for the past 4 months and simply because im just asking for a solution that should have been done the first 2 weeks it was with themthats how I want to proceed with this situation since they cant really say when my unit can be fix for the past 4 months I think its the best solution to just replace it with another unit since its really a part of my warrNty that I can accept wholeheartedly since its part of my warrantyalso a valid solution since they cant repair it on a timely manner(4months I think was enough time already) so try to comsider my suggestion which is really a pArt of solution/options of our original warranty thats all I asked for and I really do hope that they honor thatpart of my warranty...im looking forward for your reply and hoping that u can agree with the solution that suggested... In order for the Revdex.com to appropriately process your response, you MUST answer the question above.,Sincerely,[redacted]

Review: Sir/Madam,

I have purchased a Sony 50" LCD TV (SKU: KDL50W800B) from online Sony Store ([redacted]) on December [redacted],2014. Latest I realized that the TV does not support PAL video format .I got the information from online and I confirmed it later.While the product was in transit (of the shipping process) I tried calling the customer service on returning the item.They told me the return policy is mentioned in online .It is stated as below:

[redacted]Returns in Store

"In store, online and over the phone purchases can be returned at a Sony store. For returns requiring shipping back to Sony unrelated to a defect, you will be responsible for all return shipping and packaging, including all associated fees. To avoid shipping charges and to expedite the return or exchange, please visit one of our Sony store locations. When returning at a Sony store location, a valid photo ID will be required. For items purchased online or over the phone, please provide the order confirmation document or other valid proof of purchase in order to process the return."

My interaction with customer service is already noted in their system.I told them I will be returning the product in the nearby Sony Store.

I went to Sony store which almost 30 miles from my home at [redacted] (Ph: ###-###-####). Even I called the store and they also told me to bring the TV. But when I brough the TV to the store on [redacted] December 2014 with my un-opened TV package,RMA# printed label , the [redacted] ) told me that he could not take it and I have to ship the package back to the Sony at my own expense.The reason he was syaing is that online RMA instruction says as

"Ship your return to the address below within 14 days using your choice of carriers. For your protection, we recommend that you return your item(s) using a carrier that provides a tracking number and insurance." .

The [redacted] did not accept my return label,un opened package and asked me to go some shipping center and do it by myself. So I went to nearby [redacted] store and paid $83.27 and shipped to the given return address.

In the order form which I received along with the TV package clearly says that "Any Sony Store can process your Return". Online policy says I can return the product to Sony store.Customer service is also confirmed the same. I went ot Sony's direct store and it is not even a re-seller.But in reality Sony or the particular Sony Store is not following the policy.

Because of this,

I had to spend around $84 for Shipping.

I had to waste half of my day during the holiday season due to traffic and the crowd.

I had to travel almost 30 miles from my home with the package.

Also the said Sony store is in big shopping mall with huge crowd and you can understand the difficulty in bring the package to the Store.

By facing all these issues and finally [redacted] refused to accept the return merchandise. I can submit all the documents to substantiate my claims. The return [redacted] tracking number is [redacted].Desired Settlement: I am humbly requesting the officer to look into this kind policy violations and please advice me what should I do to escalate this matter. I used to make several online purchase from [redacted],Sony etc. This is the first time I had such an experience. Definitely I need the refund back along with the shipping charges which I spend. Please advice me on the time,fuel,mental trauma which I had to face due to this.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about the Sony KDL50W800B. We already talked to the customer, and processed an order to refund him with $150.00, for the amount that he has spent for sending back the unit to Sony.Turn around around time for the check that was approved today is 4 to 6 weeks. The order number for the check request is [redacted]. Sincerely,[redacted]

Review: Every since I purchased this Product Service #E58280811 Sony Tablet S in March of 2012 I have sent it to repair, being without a tablet over 3 times. Every time just finding out from speaking with rep ** that it has been the same tablet being sent back to me. Today on 8/**/13 I received an email from rep [redacted] saying to call in to discuss my repair. I called on 8/** spoke with a rep that said I owe a bill of $200 something. The other 3 reps I spoke with prior to sending in my tablet said will take care of my tablet for me and make sure I'm happy this time. Never was it said that I will owe a bill. I am completely unhappy with my service and ** attitude of saying, 'there is nothing he can do and cant help you.' I am completely stressed out and depressed from this whole experience of never having a good working tablet from the first day I purchased it and your Company Sony's Customer Service.Desired Settlement: I would like my money back or a New tablet NOT the same defective Tablet that cannot function correctly over a 3 month period.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SGPT111US/S. Sony has not been

able to contact this customer through the phone number and email address

provided. Our plan is to offer [redacted] a full refund. We would need a copy of

the sales receipt and the unit returned to Sony first before the refund check

would be mailed. [redacted] can contact Sony at ###-###-#### and refer to her E#,

If

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

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

Sincerely,

Review: I purchased a Sony DSC WX350 Camera and I was not happy with the quality of the photos. I made the purchase from Sony.com. On the Sony.com website, it clearly states for returns "to avoid shipping charges bring the return to a Sony store." When I brought the return to the Sony store I was told that I would be charged for return shipping. When I called customer service I was told that return shipping charges were at the discretion of the [redacted] I ended up mailing the camera back and paying for return shipping charges, after I had spent my time and gas to get to the Sony store where I was supposed to be able to make the return with no shipping charges.Desired Settlement: Shipping the return back to Sony cost me $14.26 and I would like a refund. In addition - every Sony employee I spoke with provided terrible customer service.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony DSCWX350/W. We already talked to the customer and has advised him that we will reimburse him the shipping charges that he have incurred in shipping back the product. We advised him to email the receipt for the said charge to [redacted] with the event number [redacted] on the subject line of the email. We would also monitor this case for the customer. 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]

It has been a week since I e-mailed a scan of the receipt for the shipping charges, and I have not heard from Sony or received any reimbursement.

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 DSCWX350/W. We contacted the customer, how ever we were not able to talk to him directly. We advised him thru voicemail that a check request has been created on 01/**/2015. The turn around time for the customer to receive this is 4-6 weeks. This will be under order number [redacted], amounting to $14.26. Sincerely, [redacted]

Consumer

Response:

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

[Your Answer Here]

I have not yet received the refund. My complaint will be resolved only after I have received the refund. Thank you.

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

Sincerely,

Review: I had purchased a Sony XBR55X850A in late 2013. That television began shutting off on its own and had severe light bleed coming from the corner of the set. Sony offered me a replacement in the form of an XBR55X900B for an additional $1000.00 US dollars. I received the XBR55X900B on 5/**/2014. In early May 2015, the television restarted itself several times and was blinking a red LED at the bottom. When I contacted Sony they turned the case over to Customer Relations. Customer Relations did not contact me for 4 weeks. When they contacted me they had an offer of a refund in the amount of 3877.60, which is less than the amount that I paid for the XBR55X850A that was 2999.99 before tax and the additional $1000.00 that I paid for the XBR55X900B. When I asked for a comparable replacement Sony refused and said they had none available. Based on my experience in the prior year I found that to be untrue. So now the total time for me to get a check up to this date is estimated to be 3 months or more. That is completely unacceptable to me and I feel as a consumer that I am being corn-holed into accepting a resolution that I am not satisfied with. The case number with Sony for this situation is [redacted]Desired Settlement: There are many TV's that Sony manufactures that are of equal value to my XBR55X900B. I wish to have my television replaced so I am not sitting around with absolutely no television for another 4-8 weeks while I wait on a refund check, based on the level of service I have received so far I believe it could be longer than that.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony XBR55X900B. Sony has contacted the customer and we offered him a buyback for $3877.60. Customer refused the offer and would like to get a replacement TV. We explained to the customer that same or comparable model is not available. We don't want the customer to wait any longer and this is why we are reiterating our offer for a buyback. To further explain the Sony warranty that the customer has, it is true that a refund or a buyout is not part of the said warranty but on a unique situation like this we need to step up and offer a solution that would still be favorable to the customer. This will be Sony’s final offer. Sincerely,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:

Sony has taken over a month and a half to reply to my issue with a resolution that is unacceptable due to tha amount offered being less than I have paid and also due to the fact that the turn around time for this refund which is outside of the warranty agreement will end up being 3 1/2 months to reach any resolution which is absolutely unacceptable.

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 XBR55X900B. Sony has contacted the customer and offered him a comparable model, the XBR65X900B. Customer accepted the offer. We have processed the replacement and customer will receive it within 2-3 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a replacement Sony Vaio laptop in 2011 after my laptop from college had a hard drive failure. I expected this replacement would first and for most, WORK! Second, I expected the customer service and warranty to be beyond reproach after my previous experience with Sony and the 5-year life span of my previous laptop and Sony Ericsson phone. This has not been the case. The 2011 laptop was extremely problematic. After nearly 2 years of battery, hard drive, power connectivity issues, Sony Support delays, and data loss, the machine was finally replaced in February of 2013. These issues cost me billable hours, project bids, time, and money. I wanted out from dealing with Sony's equipment then. I experienced first hand that the laptops sold by Sony could NOT handle the architectural and 3D engineering programs I required. Unfortunately, in 2013, my extensive case history and lose did not matter to Sony. The several MONTHS of problems only warranted an exchange, and I was forced to pay the price difference for a new model. This on top of the expense of several batteries and data retrieval. Without any other options, I was forced to comply and pay additional fees for a new warranty and 'upgrade' . It is 2014 and the same problems are repeating themselves; all due to a manufacturer flaw. The fans are too small for the laptop, leading to overheating the machine, damaging the battery, hardware, and connections with the power source. My 'new' machine is exhibiting the same symptoms; overheating, power communication from the battery to the hardware, data loss, and sudden hardware failure. The problem is in the design of Sony laptops - they simply cannot handle the processing power required for architectural and engineering work. My experience with Sony, and the past 2 weeks of unresponsive 'customer support' have me trapped seemingly in a pattern. I guess this is how Sony does business. There is no telephone number for Sony customer support, only a general e-mail address.Desired Settlement: For this matter to be resolved in my eyes, I need a NON-SONY working laptop of which I can depend. I CANNOT depend on Sony after my 4 years of experience with their equipment, and their sale of their own computer dept to a third party vendor. Also I require reimbursement for the additional battery, the additional 2-yr warranty (which they also sold to a third party vendor), and the latest 300 dollars in data recovery charges due to hardware failure.

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 SVS1512DCXB. Sony has contacted the customer and the customer accepted the offer of a refund for his unit plus $200 Gift Card as a goodwill gesture from Sony. We are currently waiting for an update from Sony Store regarding the rental information so we could check how we can assist the customer with that. If you have any questions or require additional information, please feel free to contact me at [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:

We have come to terms and I have signed a settlement letter per the request of Sony, but NO check has been sent or issued as of yet. I am told by [redacted], of the Sony Executive Office, that I will not receive a the settlement check for 4-6 weeks. I can ONLY confirm a resolution once the settlement check from Sony clears. I have received a gift card from Sony, but The Sony Store in [redacted] has added to this delay by not accepting the laptop from Best Buy because it was delivered without a charger. I have agreed to also return a replacement charger [per the request of the Sony Store [redacted]] to expedite matters. This will be delivered on Saturday NOV. **, 2014. It should be noted that the replacement charger is being returned at my cost, another expense of which Sony is not taking responsibility.

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:

SETTLEMENT CHECK HASN'T BEEN DELIVERED.

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 SVS1512DCXB. Sony has contacted the customer but was unable to get hold of him, we left him a message about the check. The check was approved on 11/**/2014 with the amount of $414.05. The customer was given a time frame of 4 to 6 weeks to complete this process. Sincerely,[redacted]

Review: I called Sony and told them my official Sony stereo headset was not working so they told me to send it to them I sent it on the [redacted] of oct. and my signature tracking told me they try'd to get a signature on the [redacted] they did not get a signature tell the [redacted] and I never got a email from them of them getting my headset I have called them 9 times and they ask for me to send them proof of purchase I have several times with nothing in responce and the last two time I dealt with vary unprofessional jerk who treated me like crap for no rean then hung up on me and this time I try'd I waited to talk with someone and they hung up on me without a word I have not got my headset sent back to me are anything they keep giving the same answer when I type in the case number theres a problem with your case hold on to talk with someone and my hearing has started getting bad from having to use my cell phone headset or sony's one that came with the ps4 that hurts my ear because its way to big to go in your ear without it making it hurt all I was is them to send me my headset back at this point I have talked with them on the phone for hours with no results they keep saying they are sending me a new headset out are fixing mine and sending it out witch they are clearly not doing anything but not contacting me are sending my headset back and im done trying to call them just to get lied to everytimeDesired Settlement: I want my headset replaced its been a month and that is not acceptable to take this long and give someone lies every time and I have been respectful towards them in till they are jerks I have had my ps4 controlers im on my 3rd ps4 system replaced and I still have been nice in less they start being jerks for no reason at all.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. Sony has tried contacting the customer several times, but we were not able to speak to him. For further review, we need details about the customer’s issue.We’re looking forward to having this issue resolved. 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: They have tried to call first thing in the morning there time and im pst im 3 hours behind there time thats why I haven't answered there calls

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]. Sony has tried contacting the customer again (9:58 PST), but we were not able to speak to him. We spoke to our repair facility to follow up the status of headset they're still waiting for the confirmation from the department who received it, they gave an estimated time within this week and they will be the one who will contact the customer directly once they have information.If you have any questions or require additional information, please feel free to contact me at [redacted].Sincerely,[redacted]

I am a photographer and film director and have experience horrible customer server on a lens replacement involving my time and money. The lens I bought stopped focusing in less than 90 days [redacted] all I want is a replacement lens and Sony would not assist. I know on my next lens and purchase for my next film or project will NOT be on Sony equipment. I am throughly disappointed!

Review: Purchased a sony 64gb memory card from [redacted] on 12/**/13, used it in my camera for a few months until it stopped working entirely late feb 2014. Contacted sony via phone and was given an RMA number ([redacted]) and instructed to mail it to Sony's [redacted] at this address:

Sony Service Center [redacted] They received it on March [redacted], I heard nothing nor received any replacement, and I attempted to call sony on March [redacted], and was put on hold for about 45 minutes until I gave up and contacted their social media team on [redacted]. They promised me on the [redacted] that I would receive my replacement within 2-3 business days. I waited a week until April [redacted] and asked where my replacement was, and the social media team told me they didn't know and they would check with the facility I sent the defective card to. I waited another week with nothing and told them that the depot has had my nonworking card for about a month now, and if I would ever get a replacement. They said they don't know and they would follow up. I waited another week and asked them and they still have no answer. I am at my wits end with this situation.Desired Settlement: I either want a replacement card that works or a refund for the $33.99 I paid for it.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SD Memory Card SF64UY/TQMN. We contacted this customer on April **, 2014 and we already provided him reimbursement for $33.99.

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]

This is completely false, I have still not yet received a check.

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. Sony contacted [redacted] on May **, 2014 and explained that Sony has processed sending him a check amounting to $33.99. The turn around time of the check is within 2 billing cycle which may take 4 to 6 weeks. Sony Reference Number [redacted] shows the request for check reimbursement was authorized on April **, 2014. We advised [redacted] that he should receive the check 4 to 6 weeks from April **.

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