Sony Corporation of America

Do not do business with sony!!!!! If you do, don't be dumb enough to purchase any games through playstation network! I bought 3 games through their network before someone stole my credit card and made fraudelent charges. I disputed my credit card and got my money back, in return my ID was banned, thus not allowing me to play any of the games that I already paid in full for! I called customer service and they kept saying the same statement over and over again, and when I had a statement that made their answer seem incorrect their was an awkward pause for about 15 seconds because their service agent did not even know a logical rebuttle. Please do not waste your money doing busness with these crooks. I will personally never do business with them again, and will make sure that none of my family or friends will ever purchase another sony device again. Along with that I am going to dispute my purchases with my credit card company, which will give me a full refund because they care more about their customers or atleast want repeat business or referals so they will help me out, unlike playstation who could care less.

Sincerely,

The most unsatisifeid customer around

Review: I bought a Sony home theater system from [redacted] on November **, 2013. Model: BDV-N8100W Serial number: [redacted] I paid $700 for the unit. I have the receipt and provided it to Sony.

The speakers on this unit worked fine, but there were 2 issues with the blu-ray player. (1) the HDMI connection was too weak to make a connection to the television. I tried several HDMI cords, and ended up having to tape the connection to the back of the unit in order to get any kind of signal. The second issue (2) is that when you place a disc in the player, it says “No Disc” and will not play the disc. I tried all of the trouble shooting options offered, and it still would not play.

As issue #2 was more recent and serious, I contacted Sony and since it was still under warranty, they agreed to exchange the unit. I was instructed to send the ENTIRE unit back, meaning the speakers, the subwoofer, the blu-ray player at a cost to me of $140 in shipping, when all that needed repairing or replacing was the blu-ray. But again, they said they would exchange the unit.

For 29 days I have been trying to get a straight answer about when I can expect my new unit. Last week, they told me there was a mix up and the unit actually has to be repaired, not exchanged, except they don’t know where the unit is, when or if it will be repaired. I begged for someone from customer service to call me back. I begged to talk to the representative’s [redacted]. I was told at one point a [redacted] would call me in 2 days. That never happened. Then someone promised they would call me back by the end of the day. That never happened either.

I feel like they basically stole my property. I have called almost daily with no information given, except to stop calling them. Sony does not stand behind their products, and their customer service is non-existent. They've had my unit in their possession for 29 days now, and I still cannot get a straight answer on what is going on. I ask to speak to a [redacted], and they say things like "I do not have the power to escalate this." They state someone will call me back within so many days. Those days elapse and I hear nothing. I have been dealing with their Laredo TX staff. However, I was also instruction to email their social media support after leaving a negative review. I did so, to no response, even after several weeks.Desired Settlement: At this point, I'd like Sony to reimburse me for the unit they have in their possession as well as my shipping fees to send the until back to them. The cost of of the unit was $698 (I have the invoice) and the cost of shipping the unit back to them is $139.50. I have receipt proof of that price as well. The total owed to me is $837.50. I'd rather be reimbursed than do further business with this company. They have failed to keep their customer service promises.

If this is not reasonable by Revdex.com standards, Sony still needs to reimburse me the $139.50 shipping costs and also needs to give me a work order # and plan with estimated date my product will be returned and a tracking number when it is shipped. I need to hear from them within 24 hours that they found my unit, have a plan and a scheduled date. Today is Oct **, 2014.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Blu-ray Disc™ Home Theater System model number BDVN8100W. Sony has already contacted this customer unfortunately we were not able to speak with him. The call was routed to his mailbox. We will not reimburse the cost of shipping however as one of our valued customers, we are offering the customer a replacement for a brand new unit at no cost.

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:

You had many chances to resolve this issue and are not a trustworthy company. Someone DID call from Sony and I TALKED TO THEM on 10/**/2014. I spoke with [redacted] from customer service ([redacted]), who told me to forward my proof of purchase for an exchange of my unit to [redacted]. I did so THAT DAY. She PROMISED my email would be returned within 24-48 business hours with a response and a tracking number of my replacement unit. This never occurred. I received no replies. You received my unit September **, 2014. The original person I spoke to said the unit would be checked in and I would be sent out a new one within 5 days. I had an event I was hosting on October [redacted], and I needed the unit before that time for the event. I would have never sent you the unit knowing this would happen. Seeing as you did not ship one, I had to go out and purchase a similar [redacted] surround sound unit for $717.94 so that I had one for the event. So I don't even need the Sony now. Keep it. Just send me a check for $837.50 (for the value of the unit plus shipping).

-[redacted]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVN8100W. Sony has already contacted this customer and offered a brand new replacement model BDVN7200W. The customer refused the offer as the original unit that was sent back to him is already working. The customer just requested to be reimbursed for the shipping amount $139.50 that he paid for sending the unit to our repair facility. We have already processed a check refund with a turn around time of 8-10 weeks and advised the customer about it.

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

Review: I received a Sony DVD player BDP-S590 as a gift. When I opened the box, the DVD player did not have a remote, which, unlike my other DVD player which can operate from the console, this DVD player requires a remote to play movies. I tried in vain to reach a Sony rep to help me with this issue. I went online to the online customer support and your Sony rep told me I was out of luck. I tried calling and was on the phone, using up most of my minutes this month trying to resolve, what I perceive to be a simple issue. What happened to Sony Customer Service?Desired Settlement: All I want is a remote control for my Sony BDP-S590 DVD player so I can actually use it. Is that too much to ask?

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Bluray BDPS590. Sony had offered this customer a replacement for his Bluray player which he accepted on April **, 2014.

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

Review: Hi. My name is [redacted], I live in [redacted]. I am an average nobody. I am on disability and drive a shool bus part-time. We live paycheck to paycheck. So when I purchased a Sony Vaio touchscreen with Windows 8 11 months ago it was a big deal. I paid about $800 with tax. Maybe not a lot to most people but a huge amount to us. That computer was my baby. I am not what you would call al heavy computer user, I use my phone a lot, however I use the computer for listing things on websites to try to make some extra money, or to [redacted] to learn about or research a product, e-mail my sons teacher and look at [redacted]. I wouldn't even let my son put a game on this computer. I also used it to upload my photos, and microsoft word.

About 3 months ago I was using the computer and I had to stop and do something so I sat it down on the desk, did my thing, and when I came back it wasn't working. It kept giving me error messages and such. I got in contact with customer service and went through all his steps and allowed access into my computer to do stuff. He said that he thought it was the hard drive. I said is this something I could have done? He said no, sometimes this happens, but I was going to lose everything in it. The computer was still under warranty so he said he could send a box for me to put it in and send it to be fixed. He said it would arrive in 3 days. 4 days later, no box. I called again and explained about the box and they said they sent it, I said well it's not here, they said they'd send another. I said can't someone come here and look at it? I had a Sony before and that's what used to happen and part of the reason that I purchased another. They said because of the model no they'd send a box or I could go to an approved shipping place. I said I was uncomfortable with someone else handeling my computer so they were going to send a box rush. Again, no box and another call. My husband called this time because this upsets my anxiety. He agreed to take it to the approved place to ship it, and did. We didn't hear anything for a long time, finally I figured out how to look online and see what was up. It said waiting for customer approval for repair and it was going to cost 1485.00. I couldn't believe what I saw. I thought surely they dont realize its under warranty. Finally they called us and my husband spoke to them. They told him that there was internal damage that had to have been caused from being dropped and that there were signs of water damage. He said WHAT? There is NO way! The person he was talking to said they would email pictures to show us. We waited and waited, no pictures came. Eventually the computer came back same way it left. I have written customer service several times explaining this and they all say they understand why I am upset and I need to call a certain number. I called that number and went through it all with a woman on the phone, gave her the phone number listed ###-###-#### and the ref number [redacted] She looked it up and said that it says there is internal damage and water I explained that that was absolutely not possible, that we are honest people and that the computer was my baby. She said basically to bad thats that. I handed the phone to mu husband I was about to cry and I guess she told him she'd send pics. Again we got nothing. I know, and God knows, and my husband knows there is NO WAY that we dropped or spilled anything on that computer. It's under warranty. If it had been dropped or wet I dont think it would come on like it does. I even showed it to a computer expert in a computer store, and they said hard drive not my fault and Sony should fix it with warranty. I am super upset and frustrated. Please help me. That is a lot of money to me. I own several Sony products, this is the 3rd sony laptop I have owned, I have Sony cameras, surround sound everything. If someone doesn't help me I will never buy anything Sony again. I know I am only one person and not a big deal but still. Thankyou for your time. [redacted]Desired Settlement: I either want a repair if they realize that there is no drop or water damage because none of that ever happened with me. If it does then it had to come from their chosen shipping people or themselves and then I want it replaced.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVF152190X . Sony has has tried to reach out to the customer twice. Unfortunately the customer was not available. We have left voicemail messages. As per technicians description on the issue the unit has liquid damage, however the customer can send it to [redacted] geeksquad to have them do the diagnostics, and if it really does have liquid damage the warranty is null and void, if not then it will be treated as in warranty.

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

Consumer

Response:

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

First and foremost Sony's reply is FALSE. We made several contacts to them, and were told that it didn't matter what we did or said that they were going to give me the same answer. I 1 million percent guarantee the computer has no liquid damage. I had a computer technician look at it just 3 days ago to see what was wrong with it so that maybe I could get it fixed myself when I had the money. When he was finished he said it was the result of a faulty hard drive nothing that was my fault just as the original SONY technician thought it was. He told me that when I had the money it could be fixed for less than $100.00 So it is back sitting in its box awaiting me to get the money to fix what SONY is responsible for under my warranty. Now Sony wants me to send it to [redacted] Geek Squad to have it diagnostic tested. Will they be paying for that service and shipping? Even if I locate a [redacted] and take it in myself there are none near me so that will cost me in gas money. Will Sony be paying for that expense as well? Especially since they are going to find that there is no water damage to the computer and they will have to fix it anyway. I could get a written statement from the computer technician that looked at it the other day stating what the problem is and that there is no water damage. His conclusion was the EXACT same as the SONY technician that I originally spoke with. This matter has taken forever!! I had a great respect for Sony's products and always looked for the Sony name when I purchased electronics until this disaster. I don't appreciate being told I have done something that I have not. Not only was I accused of water damage but at one time that I had dropped it as well. We asked 3 times for pictures proving it and were told they would be emailed to us. Guess what? No emails ever came.

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 VAIO SVF152190X. We have reviewed the information that you provided. Sony has contacted this customer and we have discussed that Sony provides a Limited Warranty on the unit that warrants against defects in material or workmanship for a designated period. However, due to the fact that her computer was diagnosed with liquid damage which is not covered by the limited warranty that came with the unit. Sony will not be able cover the repair cost as requested.

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:

They created whatever damage that is there to get out of fixing a simple 150.00 hard drive failure. Geek Squad called me and said that the hard drive was faulty needed replaced how did I want to pay. I told them it was warranty and sent them a copy of the statement that it was. I told her I was glad to hear that they came to the same conclusion that the original sony tech and the other 3 comp techs that have looked at it came to and that Sony had tried to claim I dropped it it had water damage, there was something sticky ect. Next thing I know I get an email stating oops theres sticky damage. Funny there wasn't until I told her that. They sent pics of something nasty inside the computer that there is no way in hell I could have done, not to mention it would have had to have been all over the outside of the computer as well, and there was nothing on it when it was sent. This is one dirty company. All I can do is make sure that every single person I know learns how Sony treats their customers especially after purchasing 3 sony computers, tvs, surround systems, video cameras and more. It may not make a dent in them, but at least I might save more little people from getting screwed over. I hate this company, they LIE! They try to make honest people look bad. Makes me SICK!!

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

Sincerely,

Review: We purchased 5 laptops at the same time, all identical, all with extended drop protection warranties, direct from the Sony Store. All 5 of them have had similar problems that required them to be reloaded back to factory default conditions on multiple occasions. One laptop however was returned to Sony for repair because it stopped booting entirely and would not boot from the recovery DVD's that I made either. I contacted Sony support on January [redacted] 2014, who agreed that the laptop needed to be sent in for repair. They sent me a box to return the laptop in, the box did not arrive until late in the day on January [redacted]. I returned the laptop to Sony on January [redacted]. We received the repaired laptop back on February [redacted] and Sony had replaced the hard drive. I spent several hours preparing the laptop again for our staff's use. The laptop again failed at the end of March with the same symptoms. I contacted Sony again, who again stated that we needed to send the laptop back to them. I again waited for a box, and this time it took almost 4 weeks to receive the laptop back from repairs, again with a replaced hard drive, but it was working again. I again spent several hours preparing the laptop for use by our staff. On July [redacted], 2014, the laptop failed again with the exact same symptoms. I called Sony support again who said that they no longer provide the warranty support for their laptops and that [redacted] Geek Squad would provide support. I refused to send the laptop to them as I have dealt with them in the past with less than stellar results. I insisted that Sony buy back this laptop for a prorated amount since they clearly were incapable of permanently fixing the problem and this laptop obviously was a lemon with deeper issues that were no fault of ours. They agreed to this after I spent more than 2 hours on the phone (mostly on hold) with them. They required me to fax the receipt for the laptop purchase to them. I did this on July [redacted], 2014. Sony agreed to a prorated buyback for this laptop. Reference #[redacted]; Work Oder: [redacted], and they will pay $885.92. I received the box to return the laptop to them in on August [redacted], 2014 and I shipped the laptop that same day. From that point forward, I have had absolutely no contact from Sony and they now have our laptop and have NOT paid the agreed amount. When I called them, I was put on hold multiple times only to then end up with someone who had no idea what we were dealing with and couldn't find the appropriate notes on our Reference number to give me an answer. I last called them on October [redacted], 2014, they refused to transfer me to a customer service agent that could help me and instead insisted that someone would call me back within 24-48 hours. I called back a 2nd time demanding to speak with someone, they again refused and gave me an email address in addition to supposedly being put on a list for Sony to call back. I emailed them on October [redacted], 2014, and again today (October [redacted], 2014). I have received no communications from them either by phone or email. They now have our laptop, they never gave us the agreed upon check for it, and we were forced to purchase another laptop at our full expense to replace the one that they were supposed to give us partial money back for. I do not want another Sony laptop, I want them to give us the money they promised for their lemon laptop.Desired Settlement: Sony has a responsibility to compensate us for all the trouble we have had with the last 5 laptops we purchased from them. They owe us money - right now they have a laptop that does not belong to them (but is a pile of junk and I don't want it back) that they need to pay us the agreed $885.92 for. They also need to apologize for their lack of customer support.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony VAIO SVF14A190X. Sony has contacted this customer and was informed that the initial request for the check was never processed. We apologized for the delay and assured that as of October **, 2014 check was created and approved for the same amount $885.92. Customer was informed that turn around time for the check to be receive is 4-6 weeks from the time it was approved. We also offer $200 gift card as a courtesy and for the inconvenience. Customer accepted the offer.

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

Review: I have been trying for weeks to contact Sony Corporation Customer Service regarding my Vaio Laptop. My laptop is two years old, and is no longer operable. The screen is black, and the power button does not work. I contacted the Sony computer technical support and customer service. They are giving me the run around. First, the technical support tells me to try resetting the laptop from pinhole at bottom of laptop, that does not work. Then tells me to press function buttons, that does not work. Then tells me to bring laptop to [redacted] store to be fixed. I brought laptop into [redacted], and I was told the laptop is inoperable, and cannot be fixed. I called Sony customer service again on July **, 2015, and spoke to Bianca, she got all my information, and told me that they would buy back my laptop. I would receive a call back from a Supervisor, and email instructions by Monday, August [redacted]. I did not get a call back or email from [redacted] about instructions for buy back. I have tried to email, and call back Sony customer service at. [redacted],. The second call I spoke with Mary, and was told a Supervisor would call me back. I called three more times, spoke with Angel, then got disconnected. Called back spoke with a Robin, was on hold a few minutes to be transferred to a Supervisor, and again disconnected. I want a resolution to this situation. The Sony Corporation, no longer sells this laptop, and I want a refund. The customer service is poor, and I am a very unsatisfied customer. There are also numerous complaints online from customers with the same problems, and no help with Sony customer service.

Please contact Sony Corporation, and let the Corporate Office know that I have tried to resolve the defective laptop, with no help from their Customer Service Department.

Below is the Sony Vaio Laptop model number and serial number.

The Sony Vaio Laptop Model # SVF14A14CXP Serial #545930920000780Desired Settlement: Either a refund or for Sony to fix my laptop with no charge to me. And, an apology on how I was mistreated as a customer, and disconnected, after numerous attempts to speak with a Supervisor.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SVF14A14CXP. Sony has contacted the customer however we were unable to get hold of her. We sent an email to the customer and advised her to send the copy of receipt to [redacted] with the event no. [redacted] on the subject line. We informed the customer to bring the unit to [redacted] for evaluation. Customer will need to pay the evaluation fee up-front. Once physical damage has been discarded and the receipt has been validated, we will further review the case and check for options to accommodate the customer’s request. 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:

I cannot locate original receipt. The lap top was purchased in 2013 for $700.00. I have already explained this to Sony customer service. They said that was okay. I have original box. the Sony store I purchased the laptop in is [redacted] is now closed. I was waiting to hear back from a Supervisor, and still no phone call. I did receive an email today, that Sony wants me to bring to [redacted], and have check out for a fee. I wrote email back, that I have brought the lap top to be checked out. The lap top has a black screen, and power button does not work. they told me it is not fixable. I am getting a run around, and this company is not hearing my complaint and taking it seriously. The laptop is defective, and I am not paying out any more money, for this laptop.

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 SVF14A14CXP. Sony has contacted the customer and we informed her that we won’t be able to honor her request since the unit’s warranty has expired. 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:

When speaking to Sony Customer Service Representative Bianca, she were offering me a buy back for the defective laptop. Sony states they have no record of the buy back. I want to speak to a Supervisor, regarding this matter. I still have not heard from a Supervisor.

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

Sincerely,

Review: I've bought a laptop and its sleeve from the Sony store. After they gave me the order information email, I got the confirmation email also. Moreover I kept being updated my order status until few days later when they said there was some pricing issue and they had already canceled my laptop order. I’m not satisfied on this situation because I think they had given me the order information email at first. As a result, the confirmation letter should be act as a contract. Since they ship things separately, right now I even need to pay the return shipping fee for return the useless sleeve.Desired Settlement: I want them to honor this order and fulfill their obligation to give me the product I had bought.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony Vaio computer sales order. Sony

has contacted this customer and has advised him that our sales department would

not be able to honor the request. Per our terms and conditions on our website a

customer’s order is not deemed accepted by Sony until Sony’s shipment of the

products ordered.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Yes, I’ve got the response from Sony.

However, I’m very disappointed and unhappy for their response. The thing is their

online shopping terns are extremely unfair to the consumer and take great

advantage from us. They state that once customer place the order, he don’t have

right to cancel or change it. On the other hand, they have the right to change

or cancel any order until they start to ship the product. Furthermore, they

have several checking mechanism to make sure they get the great deal. For example,

they will send the order information letter at first, and then few hours or few

days later, they will process the confirmation letter of your order. In my

opinion, this confirmation letter should have some responsibility and act as a

contract. Except of this unfairness, the error pricing is not an obvious error.

I mean it is not like 1,000 dollars product become 10 dollars. It is like you

can get some free upgrade of your laptop. The tern should protect the company

by opportunism for the obvious pricing error. It is not protect the company to act

irresponsible and take anything without consequence. I've lost chances to buy their competitor product before they contacted me and I've lost interest to buy laptop right now. I still think they should take full responsibility on this situation and give their costumer what they want.

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 Vaio computer sales order. Sony

has contacted this customer and has advised him that our sales department would

not be able to honor the request. Per our terms and conditions on our website a

customer’s order is not deemed accepted by Sony until Sony’s shipment of the

products ordered.

Sony’s

answer will not change in this regard.

If

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

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

Sincerely,

Review: I purchased a Sony Grand Wega LCD Projection TV ( KDF-50E2000), which had a defective part in it, which was the OPTICAL BLOCK. This part controls the color of the TV. However Sony never contacted me to inform me of the fact they realized this was in fact a defective TV, but I stumbled across this info on the internet and when I contacted them on 12-**-13 @ 8:45 a.m. [redacted] told me they were no longer offering to repair the TV but only offering 15% off your next TV purchase. I told her that was unacceptable and I would like to speak to a Manager and she said she could transfer me to customer relations, but she did not think they were open. I then called back and spoke with [redacted] @ 9:02 a.m. and she said they stopped paying for the repairs in November or December of 2012. I then asked her why was'nt I contacted about this defective product when you had all of my contact info as well as my product info to include serial number and she said she did not know, but thought everyone was contacted. I informed her that this is unacceptable and I wanted the address and telephone number to the office of the President and she said she did not have it, but would forward my complaint to corporate. I also sent an e-mail to a Director by the name of [redacted] explaining my situation and asking her to forward the info to the proper person. I have yet to hear anything from anyone in regards to this matter. It is their professional responsibility to inform the consumer of any defective product so that they may have them repaired at their expense. My case # is [redacted], which was issued on 12-**-13.Desired Settlement: I would like my television repaired or if they choose not to honor this request as they rightfully should I would at least like to have the part sent to me so that I may have it repaired since they are fully aware, that they sold me a defective product and did not have the professional decency to contact me personally, because if they sent the info out on the internet I did not see it, because I do not use the internet too often. The bottom line is they sold me a defective product and they should have contacted me as soon as it was realized. They may also replace with new comparable TV.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDF50E2000. Sony has contacted this

customer and offered a 15 percent coupon toward the purchase of a new Sony TV.

The customer declined this offer. Sony would not be able to meet this customer’s

requests of a repair at no charge or sending a part at no charge. Our answer

will not change in regards to this customer’s TV.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Sony has decided to not honor their promise to repair a defective product sold to me due to the fact they stop repairing the defective product free of charge about a year before I contacted them. However they never contacted me to inform me of the offer to repair the defective product, which any and all companies should do to honor and respect their customers as well as their products. I am a long time fan and customer of sony and have nothing but sony equipment, but I do not wish to purchase another sony product if they are not going to honor their products and contact their customers when they sell them a defective product. This is BAD BUSINESS. Therefore it is totally unacceptable to offer me 15% off my next sony tv. It may also be defective. The only right thing to do is to repair or replace the defective product sold to me as the customer, since sony did not have the decency to contact me when they realized they sold their customers defective products. Again this should be standard policy and if it is not then it needs to be made standard policy especially for such an expensive product. The offer of 15% is entirely too low of an offer. The replacement part is $600 so at least make a legitimate offer to show you at least care for your customers even though you did not even inform me you were offering to repair the defective product.

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

Sincerely,

Business

Response:

RE: Gerald

[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 KDF50E2000. Sony has contacted this

customer and offered a 15 percent coupon toward the purchase of a new Sony TV.

The customer declined this offer. Sony would not be able to meet this

customer’s requests of a repair at no charge or sending a part at no charge.

Our answer will not change in regards to this customer’s TV.

If

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

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

Sincerely,

Review: A Sony camera, under warranty, is not functioning correctly, notified Repair Operations, and sent camera, at my expense, and they were going to charge me to fix, problem, $70.00, Not in warranty contract. They sent camera back, not fixed, what is warranty for? I asked for headquarters phone number, response was they don`t have one. Now I have, a broken camera, not even 1 year old, used it gently, under warranty, in a returned shipping box. Can you help me out with this problem? They are giving a warranty, and not honoring it. Thank You, [redacted], a not happy, customer.Desired Settlement: I just want my, under warranty, camera fixed. Shipping, now, at their cost.

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 DSCW730/P. Sony has contacted this customer and offered her a 15 percent coupon toward the purchase of a new Sony camera. Sony would not be able to assist with the repair since the technician in our repair center determined that the camera has corrosion damage, which was explained to the customer that corrosion damage is not covered under Manufacturer’s warranty. Customer also has an option to pay for the repair cost that was quoted to her for $70.40 plus tax.

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

Consumer

Response:

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

[I have use my camera normally, and would have no reason to expect corrosion problems, warranty does stipulate, normal use, and a camera under 1 year old, should not have any problems, if used normally. I don`t think Sony is backing the warranty, and should not falsly attatch a warranty. 15% off a new camera, as mine was under 1 year old, is not acceptable, nor is a payment to fix my camera, under warranty.This is why I have determined, my complaint to be unresolved.

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

Sincerely,

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 camera (DSCW730/P). Unfortunately, Sony is unable to change the resolution in this case. Our customer relations team already discussed this matter to the customer and was informed that corrosion damage is not covered by the warranty, thus, her option is either have the camera fixed at her expense or we can provide a 15 percent discount for a purchase of a new camera. Customer still finds the offer unacceptable and ended the call when she spoke with our customer relations team.

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 has changed in the response, I still think the offer, is not acceptable, as the issue is with the warranty, that does not state, anything, about, corrosions, or anything else, I do not think Sony is honoring the warranty.

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

Sincerely,

Review: I bought a Sony All in one computer Model # SVL24147CXB from [redacted] on February **, 2014. It has a one year parts and labor warranty.

Within the first month of its use, the computer failed to power on. So the computer was sent for repair.

I received the computer after approximately 3 weeks of wait.

Then again in April, the computer failed with the same issue. I suspected an improper repair. After several hours on phone with sony customer servioce trying to solve the issue, the computer was sent for repair again.

After repair, the computer was returned in about 4 weeks.

The Computer worked for 2-3 weeks, after that it again failed. This time though, the customer service representative sent me some tools to help repair the computer myself.

After spending hours on it, I somehow made the computer power on.

On 7/**/2014 the computer failed to power on again. I contacted Sony customer service. After waiting for more than 40 minutes on phone, I was able to talk to someone on phone. They recommended giving the computer for repair to [redacted]'s [redacted]

So on 7/**/2014, I submitted the computer for repair at [redacted]'s [redacted]

The computer is in repair facilities since then, their status shows that several parts are being ordered one after the other. So I highly suspect the the previous repairs caused this trouble.

Here is some information about my all in one computer:

Model Number: SVL24147CXB

Serial Number: [redacted]

Please refer to the following Sony case numbers: [redacted] The current [redacted] Repair order # is: [redacted] .. [redacted] phone number: ###-###-####

Sony customer service has repeatedly say that they cannot replace the unit.

Since the computer has spent a significant part of its time after the purchase at repair facilities than here, I believe I deserve a replacement computer or refund of the original purchase price of $1,316.45.

Please help me get this issue resolved. Please feel free to contact me at my email [redacted] or at my cell number ###-###-####.

Thank you, [redacted]Desired Settlement: A refund of the original purchase price $1,316.45 or replacement with similar computer.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony vaio

SVL24147CXB serial number [redacted] . Sony has contacted this customer and was advised that due to multiple repairs of the unit and delay of repair with [redacted] Sony asked the customer to send us POP for refund. Customer agreed with it we are just waiting for the POP

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

Consumer

Response:

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

[Your Answer Here]

Proof pf purchase was sent yesterday (8/**/2014) to [redacted] as directed by Sony's agent.

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]

Sorry that I missed your call. I was in a meeting.

Right after that, I tried to contact Sony back at the number left by the "Customer Relations" support representative (###-###-####), but instead reached a scam company.

Anyway, I finally was able reach one of Sony's regular customer support representative at the number on the previous response, and they informed me that they cannot transfer my call to "Customer Relations" department.

If I cannot reach "Customer Relations" department, why bother asking me to call them back at that number? Seems like Sony lost its common sense.

The response that I received is misleading. It is Sony that promised to send me a box.

If Sony cannot provide a shipping box to ship it back as promised, how can I trust them to receive refund once it get there?

Please make things clear, respond with clear steps as what to do next and what I am expected to received and the time frame. I like written/electronic confirmation.

Thanks

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Desktop PC (SVL24147CXB). Sony has contacted this customer we advised customer that we will process reimbursement for the shipping fee he paid for which is $50.19. We advised the customer that the turn around time wil be 4-6 weeks. Our service facilty in [redacted] also received his unit on 9/**/14 and we already completed the request for the check reimburse of his unit for the amount of $1294.70 . Same turn around time from the date it was received by the service center.

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

Review: To Whom it May Concern-

On January **, I sent to Sony a GPS Model NVU94T for repair.

It was sent and received [redacted] (Confirm #- [redacted]) to them.

Since that date, I have made approximately 20-30 calls to gather any information on this unit. I was told that the unit was no longer subject to repair, so I said to just send it back. The unit still works, it was just a little off on the touch screen calibration. As of this date, I have no response from anyone at Sony Repair, Sony Customer Service or the [redacted] shipping location. All I am told is that the request for getting my unit back has been escalated. I was even told it was shipped to a company called [redacted] and found out later that never happened. I even had one of their reps talk with [redacted] and confirm this. After OVER two months, I am quite tired of waiting for someone just to tell me it has been lost.

I have asked for another unit. I have asked for my unit back. I have asked what can be done since it has been lost. I have asked for everything in between just to get an answer. I have asked to speak with a manager or supervisor that can make a decision every time I call and everyone says this person is not available.

I was contacted by “[redacted]”. We exchanged multiple emails and promised it would arrive this past Monday 4/* . It never arrived and now he asked me to contact their exchange department for another unit I suppose? I did so and they were no help.

I AM SICK AND TIRED OF WAITING and want to file a claim with the Revdex.com since nothing has been done to resolve this matter.

This is absolutely the worst customer service blunder I have ever seen and have no other recourse. Please help. [redacted]Desired Settlement: I will accept an exchange of product since I have to assume it is lost. I will accept my own unit back.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Portable Navigation System. We contacted the customer and offered a buyback on the unit. Customer accepted the offer and the check has been processed. Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony promised me multiple times that they were sending back my unit, having it repaired, it was sent to a third party, etc. All of this to find out that they were actually lies and they even admitted so at the end of this process before they offered a refund. Until I actually see and deposit this proposed refund, I have to ASSUME this may be a lie as well. So, NO, this has not been resolved and after being lied to on so many occasions, I will not allow for this case to close. Let me know any questions or concerns that follow. Thanks- [redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Portable Navigation System NVU94T. Sony has already contacted this customer and informed him that the check has been processed. Assured customer that he will receive it since we do not have any issues in processing the check. We also advised him that the turn around time for the check is 4-6 weeks. 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]

As I said last week. Sony lied to me directly on many many occasions. When I actually have my check in hand then I will drop my complaint, but not until then. After all of the lies I was told, I have no real alternative but to think this may be another. NOT resolved. And I really don't care for their repeated calls to get me to drop this. Please tell them to leave me alone if possible. The repeated calls are just as annoying as their lies were. Thanks- [redacted]

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

Sincerely,

Review: purchased a Blu-ray dvd player on[redacted], 2/** it was delivered on[redacted], 2/**. Opened package and found out that it did not come with everything that I needed as I was told. I had to go out and purchase a HDM1 cord that cost me $16.00 I then began having problems with set up customer service was absolutely poor. I called several times between [redacted] and [redacted] and to no avail no one was able to assist me. I called once and asked that before they put me on hold for them to write my number down considering I've been disconnected twice. The rep told me he had my number and proceeded to put me on hold for 45 minutes someone kept picking up the phone line, but putting me right back on hold and then finally I was disconnected with no return phone call. I called back the following day and spoke with a representative who sent me two troubleshooting emails which I performed and they didn't work. I decided that it was just time to return this equipment because their is no support for troubleshooting. I called customer service today, [redacted] 2/** and was told that they could not find my order and that I should all back.Desired Settlement: I need a return label emailed to me at no cost for pick up and my refund expedited to my account. Thank you.

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony BDPS3200. We altready contacted the customer however we were not able to talk to her directly. We advised her through voicemail to call us back at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease provide the event number [redacted]. We already forwarded a plan to our support team to assist her with the issue.Sincerely,[redacted]

Review: The Touchscreen on my Vaio laptop was malfunctioning. After closer inspection, I realized there was a crackon my screen. A week later, the crack grew wider and the touchscreen stopped functioning altogether. I never dropped the laptop, so I was very disappointed: the screen is supposed to withstand touch. I called Sony on August [redacted] 2014 to see if the screen was covered under warranty, since I had purchased the laptop fairly recently on February 2014.

The Sony rep said that if there was no sign of visible damage other than the cracked screen, Sony would repair it under the wear & tear aspect of its warranty. I was given an EventID. Therefore, I mailed the laptop through [redacted]. There is absolutely no damage on this laptop other than the small crack on the screen. This laptop was never dropped and it looks like new, so I sent it.

On Monday [redacted], I received a call from GeekSquad, which is in custody of the laptop for Sony. They said that cracked screens are not under the Sony's wear and tear part of the warranty, regardless of the condition of the laptop. The repair is $450. Fine, send it back to me, I said. Then on Wednesday [redacted], GeekSquad calls saying I owe them $85 for shipping. I was never informed I'd have to pay $85 either by GeekSquad or by Sony. I talked to the GeekSquad rep about my conversation with Sony and how Sony should cover the repair/shipping, but he insisted I call Sony instead.

I tried calling Sony on Friday [redacted] but the waiting time for the call was 57 minutes. After waiting 10 minutes, I hung and called again - the wait was now 72 minutes! I tried their customer support email. It reads that if Sony does not get back to me within 24 hours, email them again for prompt response. After 24 hours. I emailed Sony again, to no avail.

On Monday [redacted] I called Sony again. The rep now says that my warranty does not cover the screen. Upon insisting, he looked at the notes from the previous rep. While he was able to read that "if there was no sign of visible damage other than the cracked screen, Sony would repair it under the wear & tear aspect of its warranty", he insisted he could not do anything about it. I asked him to call GeekSquad and he refused: "this is between you and GeekSquad". He apologized about the fact that no one told I'd have to pay $85 dollars, and he said the fee is was actually for the evaluation, not for shipping. He gave me another email address to complain, saying they would reply to me after 2 weeks.

I need my laptop back as soon as possible - I am in the process of starting an online business.Desired Settlement: Please repair my laptop or send a new one. This is the least you can do given the time/work Sony has taken away from me.

If you really want to go above and beyond, fixed the laptop and sweeten the deal with a tablet as well. Then I will go and say nice things about Sony on social media :)

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony vaio

SVF15N17CXB with serial number [redacted] . Sony has contacted this customer and was advisedthat Physical Damage is not cover by the warranty thats why he needs to pay for the $85 evaluation fee of the unit.Customer understod it.

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

Consumer

Response:

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

[Your Answer Here]

1) Sony rep said: "If no other signs of damage, screen will be covered under wear and tear part of warranty. Screen is supposed to withstand normal use". Did not mention any evaluation costs.

2) GeekSquad ALWAYS considers screen cracks to be "physical damage" regardless of condition of laptop.

3) Sony reps refuse to contact GeekSquad about it. They assume I am not telling the truth.

4) It seems I should never have sent the laptop, but the Sony rep incorrectly led me to believe there was a chance.

5) Yes, I paid for the repair to get my laptop back. But Sony has not resolved the issue. Once I ge it back, I can send pictures showing the condition is "like new".

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 Notebook SVF15N17CXB. We already talked to the customer and informed him that we were not able to process the check request, because we did not receive the receipt copy for the repair. The customer already email the receipt, and a check request has been made under Order Number [redacted].We also advised him that the turn around time for check is 4-6 weeks. 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:

They called and promised the check will be here in 4 - 6 weeks. I will remove the complaint when the check is here.Sincerely,[redacted]

Review: The complaint is two fold, as it relates to both the warranty and to the lack of courteous customer service. My son purchased the new Sony water proof phone, as he was itching to upgrade his phone. He had the phone for less than three weeks and on a Friday evening upon returning home he plugged his phone into the charger to charge. The phone was sitting on the coffee table and about 5 to 10 minutes after being plugged into the charger, we heard crackling noises. I did not have a clue as to where or what was creating this noise. Then, my son let out a huge screech/scream and started crying. The screen to his phone was cracking right from where the charger plugs into the phone. He left the phone charging and approximately 30 minutes later another large crack, cracked down almost the entire length of the phone. At that point, I told him to unplug the phone, as I feared a fire starting. We took the phone to T-mobile who suggested we contact Sony directly, as they inspected the phone and stated you could clearly see that the crack came from the inside out where it plugs into the charger.

Initially, Sony stated that all cracked screens cancel the warranty. I was told this by customer service, when I tried to return a call to the service unit but was given a wrong telephone number. After 1.5 hours of getting absolutely no where, I asked the rep to contact the service center and have a service rep return my call. Since that initial call, I have called on several occasions and spoken to service representatives. However, I never have the problem at hand resolved when I hang up the phone. Today, 04/**/2014, the rep told me that they were going to return the phone to me unless I agreed to and paid $185 for them to repair the phone. Once again, I requested to speak to a [redacted] and was told no. First she stated that her [redacted] was not present and as I pushed the issue she stated that she understood, but that I will not be able to speak with a [redacted] today or any other day. She said I either pay for repairs or they will send the broken phone back to me.Desired Settlement: Repair or replacement.

My son did not damage his phone in any way. If he had, I would not be pushing the issue, as he would be responsible to send the phone through the protection plan that I purchased for the device. However, this phone was sitting on a table and began cracking as it was charging. I feel that there was a defect with either the phone or the charging cord that caused this phone to crack. I inspected his phone as did a T-mobile representative prior to sending this into Sony and neither of us saw any physical damage to the phone, not even so much as a superficial scratch. This is a defect that Sony should be responsible to repair or replace. Had I been able to speak with a service [redacted], I may have conceded to pay return shipping and handling fees; however, I do not feel that I should be responsible to pay for repairs when we did not do any physical damage to the phone. If this were my phone, I would have requested a refund and puchased a Samsung; however, the phone belongs to my son who wants the "new cool water proof phone". Bottom line, I want a non-cracked screen and fully working phone returned to me. Thank you, Lori

Business

Response:

We are sorry to read that the customer’s phone has a cracked screen. We will be contacting the customer shortly to investigate this issue.

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.

Since the above response from Sony, Sony has fixed and or replaced the charging pad, screen, and other related components. Sony returned the phone to us in satisfactory condition. Thank you so much for your assistance, it was greatly appreciated.

Sincerely,

Review: I received a baby monitor as a gift. I removed the monitor from its packaging and set them up in my child's room (born in February 2015). Because the baby didn't initially sleep in his crib, I didn't realize the monitor wasn't working until mid March 2015. So, in late March, I wrote a letter to Sony, returned the units, and hoped they could help me with the defective units I received as a gift in February.

Not only did it take them forever to reply (they didn't reply until late April / early May), but they refused to even look at the units due to not knowing when and where they were purchased. They returned the defective units to me.Desired Settlement: I would either like the defective units to be repaired or new ones to be shipped in place of the defective monitors.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Baby Monitor. Sony has contacted the customer and verified the necessary information regarding the unit. Customer requested to send the information that we need via email. We will need to gather further information from the customer. We are still waiting for her response. We shall monitor the case.Sincerely,[redacted]

Consumer

Response:

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

The business simply stated that they contacted me and they shall monitor the matter. How does that even remotely answer my complaint? It doesn't. They reached out to me for some additional information and I sent it to them. They reached out again for some additional information and I, once again, sent it to them. We need to wait and see what they come back with now.

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 Baby Monitor. Sony has contacted the customer thru email and we offered a buyback for $50.00. She accepted the offer. We are still waiting for her response to provide the serial number of the unit. Once serial number is verified, we will send a prepaid shipping label to the customer thru email for her to return the unit. Buyback will be processed once unit is in transit. We shall monitor the case.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Upon my submission of the serial number of the unit (which I will verify tonight when I get home), I'm told that I will receive a preprinted shipping label for me to return the unit. I will then receive a $50 credit to apply towards the purchase of a new monitor. This process is said to take between 4 - 6 weeks. I will monitor it and reopen this claim (or a new one) if Sony doesn't keep their end of deal.

Sincerely,

Review: my tv was died after a little over a year and they say the panel is not a covered part when it seems to be their most defective part. we had our tv for 27 months and the tv would not turn on. We called them and they gave me a work order #[redacted] and a list of places they say to take it to. I brought it to a repair company on their list and they first said it was the TCON. I called SONY and they said that they will fully cover the repair. The tv repair company called and said that I will also need a new panel. When I called SONY they told me that the panel is not a covered part and I could buy a refurbished tv for $579.00.. That is outragious to me since I had gone over their 1 year warranty time my $2,000 TV is garbage. I have been a loyal buyer of Sony products since I can remember. I feel sad that they do not stand by such an expensive product that lasted an 1/8 the time of ANY other TV I have owned.Desired Settlement: I would like the panel replaced in my TV or a replacement TV of equal value to what I had purchased.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL46HX729. Sony has contacted [redacted] and she has accepted our offer of an exchange for a comparable model TV refurbished with a 90 day warranty at no charge. Sony will also pick up the defective TV. She should receive the replacement in 7 to 10 days.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Consumer

Response:

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

Sincerely,

Review: I went to store number ** on [redacted] Telephone number [redacted] to do a return this afternoon for transaction number [redacted], purchased at the same store last[redacted] on November**. I returned the item in new and resalable condition. The return was in the original packaging with all accessories, cords, adaptors, and documentation. The item was also undamaged in good working condition with no alterations to hardware or software. The attendant Cachier [redacted] charged a t 15% restocking fee (which totaled $9.00) and did not honor your return policy on your receipt which clearly states that I may ¨return the item for an exchange or full refund to the original form of payment when accompanied by the original receipt¨ .. which I provided at the time of requesting a return. She also kept on insisting I get a store credit instead, rather than giving me back my money.. and was also very rude and lacked customer service skills.

I would like Corporate to please send me a check to my home address for the amount of $9.00. I can scan and forward you the receipts if you need me to. My experience today was a very bad one.Desired Settlement: Please send a check for the amount of $9.00 to my home address. [redacted]

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Headphones MDRXB450AP/B.Sony has already contacted this customer. We advised her to please email a copy of the bill of sale to [redacted], and include the Event number [redacted], in the subject line of the email. Once we have validated the receipt, then we will process a refund of $9.00 that was charge for restocking fee. Thank You,[redacted]

Review: On 3/*/13, my Sony Entertainment Network account was used by an unauthorized user who I do not know and was charged 3 separate times. 3 charges were made to my debit card for the following amounts: $39.99, $14.99 and $59.99 totaling $114.97. The person who accessed my account bought 3 digital titles with these funds. My bank proactively cancelled my debit card and denied the funds because they identified there was fraud on my account. A week later, I attempted to log onto my Playstation account and could not get online. I tried to change my password and log in through a computer and still no luck. I called Sony's customer service and was told that I had been banned because I owed Sony $114.97. I explained to them that this was fraud and I did not make those charges and my bank had refused the charge. The customer service rep had me verify my serial number on my PS4 and PS3 and confirmed the charges came from a completely different region and was fraud. They told me that I had to contact my bank and have them accept the $114.97 charge in order for my account to be unbanned. From there, they would help me get a credit through Sony. Although I have never had to go through so many hoops for something that resulted from fraud, I did as I was told. On 3/**/14, my bank account showed that I was debited the $114.97 to Sony. I called Sony on 3/** and was told they couldn't help me because they didn't see the funds and to call in a couple of days. I waited until 4/* and was told again, they couldn't help they didn't see the funds, call back in couple of days. Finally, I called on 4/* and was told the same thing. Call back in a couple of days. I checked with my bank and they confirmed the funds were refunded back to Sony and their bank had to claim the funds. I explained this to all 3 reps, but none seemed interested in helping. At this point, I feel like Sony just wanted the unfair $114.97 that was not charged by me and they could care less about getting me unbanned and refunded. I am out $114.97 and also out the $59.99 that I spent on a year membership to play online with Playstation.Desired Settlement: I would be perfectly happy with Sony would help me resolve my issue, get my $114.97 refunded and my account unbanned. However, due to their lack of interest in helping, I think I would be better off just asking for $174.96 to be refunded to me. This would handle the $114.97 of fraud that Sony made me pay as well as reimbursing me $59.99 for the annual membership I'm unable to use as it's tied to my unfairly banned account. I doubt I will hear a reply as I've called 5 times, did 1 online chat and reached out through social media platforms such as [redacted] and [redacted] to get help with this matter.

Business

Response:

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

The customer needs to contact the Sony PlayStation Network support to directly discuss her situation. The Sony PlayStation Network handles their own service and support issues.

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

Review: I pre-ordered an item in June, was given an estimated shipment date of July [redacted], on July [redacted] the estimated shipment date was changed to July [redacted]. On July [redacted] the order status was changed to ready to ship. When I called on July [redacted] to speak with customer service to get a better time frame for delivery, I was told I must wait 24 to 48 hours for a response. No one who answers a phone can give any clarity regarding the situation. When I told her that she was being rude, she got very defensive, suggesting that I was also being rude, which I was not. I simply explained that this was the second time the date had been changed, and I just wanted some actual information.Desired Settlement: I would like an actual date for shipment, and some sort of tracking number confirming the shipment.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony Product. Sony has been in contact with the customer and the Customers replacement unit has been shipped and the customer has been contacted with the tracking information.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: Sony Customer reference number [redacted]; television S# 1800796; Model # KDL-65S990A

We purchased the referenced Sony television in early October at [redacted] and [redacted] in [redacted]. Since that time, we have been trying to redeem our one year subscription to [redacted] and to [redacted] which were included in the purchase of the television. We have spent hours on hold and talking to representatives of Sony and [redacted]. On October *, Sony sent us a couple of emails explaining how to redeem these promotions. We have followed those instructions to no avail. On Sunday, we were informed by Sony that the promotional offer had expired. We were not told that in any of our previous conversations or electronic correspondence. We emailed Sony on Sunday and they called us this morning at 9:47 Eastern Standard time. I called back at 12:15 PM today and held for an extended period and then called again at 2:21 PM. In a 22 minute conversation, [redacted] (would not share last name) whose Sony #, I was told is [redacted] she informed me that the offer had expired. When I asked to speak to a supervisor, she informed me that there were no supervisors. Do you expect a customer to believe that there is not a single supervisor at Sony's Customer Service Headquarters?

We bought the television to include the services. We were not told about an expiration. We were given instructions on October * on how to redeem the offers. We expect for Sony to honor what we purchased.Desired Settlement: We desire for Sony to provide us the one year subscriptions to [redacted] and [redacted] that we purchased as a part of this television purchase.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from John Baldridge regarding the Sony KDL65S990A. Sony has contacted this customer and was advised that the [redacted] and [redacted] promotion has already ended and cannot be extended anymore. If you have 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:

We purchased the television with the expectation that we would receive the subscriptions to [redacted] and [redacted]. For some time, Sony even explained to us how to redeem the offer. Unfortunately, they have made a business decision to not honor what they offered based on fine print of which we were unaware.

[Your Answer Here]

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 KDL65S990A. Sony has already contacted this customer,and advised him 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]