Sony Corporation of America

Review: I have sent in my Sony AIR-SA10 speaker twice to the [redacted] service/exchange center. I did this as recommended by sony phone tech support. The first time it was returned to me as "unserviced" - despite being told it would be exchanged. When I called back they advised it went to the wrong department and I should send it in again. So I again paid to [redacted] the speaker in and called while it was in the [redacted] department . I was assured it would be exchanged, no problem. Well, I received the SAME unserviced nonfunctioning speaker back. I called once again and was told I would receive a call back from a supervisor - which I did not get. Then I called back and was told that Sony is out of this speaker and that is why I was getting the same broken speaker sent back to me. I have now paid to send it in twice with no remedy suggested. Ultimately, I have a broken speaker that is supposed to be under warranty! I emailed customer relations last week and have heard nothing in reply. Please help!

I have spent numerous hours on the phone between tech support and the exchange department with no answers / solutions suggested.Desired Settlement: I would like either a replacement speaker of similar style / function or a refund in the amount of $59.99 (speaker price) + $6 (first shipping charge - paid to sony) + $16.15 (2nd shipping charge paid to [redacted]) = $82.14.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony speaker model number AIRSA10. Sony has already contacted this customer unfortunately we were not able to speak with him. The call was routed to his mailbox. However, a fifteen percent discount to purchase a new Sony product was offered to him when he called back on October [redacted] 2014, but customer declined.

We advised customer to send a valid proof of purchase. Once valid proof of purchase is received, we will review other options that we can provide to the customer.

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 appreciate the gesture however clearly a 15% discount off full retail price does not replace the new defective speaker. I have send in the receipt as requested (note it was also included with the speaker when it was sent in for service) and I am now awaiting a reply from Sony. I did receive a call from Sony, however when I tried to call back I was told there was no way I could be connected w/ the customer relations department that had called me. They said they would request a second call back from them (which I did not get), but there was no direct number for that department or any way to be transferred to that department.

Again, I am awaiting a reply and another possibly remedy.

Much appreciated,

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]

They have tried to call me twice and left a voicemail. Unfortunately they do not leave a call back number - they leave a generic sony support number which after waiting on hold tell me that there is no phone number for the customer relations department. I did receive an email yesterday and I have sent in their additional documentation requested (shipping receipts). I am awaiting their reply to this.

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 AIRSA10. We already spoke with the customer regarding this matter. The customer accepted our buyback offer for $76.14. He also agreed to send his unit back to [redacted] facility to complete this process.

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

Review: I purchased my Sony Xperia Z - Unlocked

Item: XZC6602PL

Item: XZC6602PL

Color: Purple

Add Protection Plus Warranty

My phone and warranty plan was

Xperia Z - Unlocked

Item: XZC6602PL

Item: XZC6602PL

Color: Purple

Add Protection Plus Warranty

1 $ 569.99 Shipped on 08/**/2013Tracking #:

2 Yr Protection Plan for Mobile Phones w/ADH

Item:

Item: PPSMP2A04

Add Protection Plus Warranty

1 $ 79.99 Shipped on 08/**/2013Tracking #:

My phone and warranty were purchased on the same day, and I had to use my warranty. Every time I call Sony customer service department, replacement plan department, and exchange department in Laredo, Texas. They all kept sending me in circles with non of them knowing what the other in Sony organization was supposed to due. It was back on September **, 2014 when I notified Sony protection plan department about my phone needing to be replace. They took my information with my credit card hold, and stated they would mail me a new phone in 7-10 business days. However, this never happened as I recently spoke with them today on October **, 2014 with none of Sony departments addressing my concerns. The reason I hadn't called them previously was because I went through the same thing with another one of Sony products, and warranty claim issue. In that case it took over a month before I received my replacement product. So, I was giving Sony some room to get my order filled. Sadly, after speaking to Bryan from Sony Laredo, Texas exchange department all he could say was it isn't in his hands and Sony CISC (NCR) department was handling it under reference number [redacted]. However, when I called the phone number listed in the email stating "Dear [redacted],

Thank you for bringing your concern to Sony's attention. Your file has been reviewed. Please call our support line at ###-###-####.

Any of our representatives will be able to assist you. We are open Mondays thru Fridays from 9:ooAm - 6:ooPm. Saturdays and Sundays from 9:00Am - 8:00Pm. Make use of Event ID as reference, [redacted].

We will wait for your call and have a great day!" I spoke with Bob in that department who stated he didn't know anything about the situation and he couldn't help me. Sony claims their Protection warranty plan is supposed to be no hassle, but clearly buyer should be worried.Desired Settlement: All I want is my replacement phone sent to my since my warranty requires them to send it. It is now almost 1 month and I still don't have a phone. Sony organizational structure is poorly designed and lacks any Corporate Social Responsibility for its consumers satisfaction.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XZC6602PL. Sony has contacted this customer to process the exchange. Customer will receive the unit within 5 to 7 Business Days after order has been processed and has shipped from our warehouse.

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]

My complaint hasn't been resolved as I haven't received the replacement mobile phone yet. It has been over one month and 3 days since I originally requested a replacement phone. Please find out why Its taking so long to get a replacement phone. Again, this issues isn't resolved.

Thank you

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 XZC6602PL. Sony has already contacted this customer and offered a replacement unit. The customer confirmed today that he already received the replacement unit.

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. I would like to thank everyone

at the Revdex.com that helped me to finally resolve this issue with Sony. My hope would be going forward that Sony honor their commitment regarding their extended warranty service by replacing

any items under warranty in a timely manner instead of maker a person wait 1 month and 8 days to get their broken item replaced. Furthermore, the Revdex.com having to get involved to keep Sony honest in replacing

their product doesn't give you the perception that Sony cares about their customers.

Sincerely,

Review: I have a bought a Flip down dvd system ( Rare system ,Sony XVM-R90D) from [redacted] for my car about 7 months ago and the dvd stop working a month ago and saying Disk Error.

I have contact Sony and they have told me that the item has discontinued but they can repair if I produce the purchase invoice.With purchase invoice,I send the product to repair to Sony's facility.

After two weeks and after multiple calls to Sony, I have received the item back by saying REPAIRED.However the product frame was broken and screen has broken.I call Sony same day and said I have received the product damaged and they have told me that ,NO PROBLEM and Sony has a procedure for that and I simply need to send the product photographs by email.I have told them that I call [redacted] to file a claim and [redacted] told me that only Shipper can file the claim but Sony rep.told me that Sony is going to take care of that and they just need the photographs.I did send the email the same day.I wait two weeks and no reply so I call Sony and they have told me that I have to send the item back for repair and they send me a shipping label.I wait again and I have received the product back as same condition by saying THE ITEM CANNOT BE REPLACED OR REPAIRED.I call Sony and spoke to multiple people and no one knows what to do.Finally last Monday,when I call someone told me that they escalate the case to upper management and I will receive a call within 48 hours.No after 6 days,no one call me.My case no. is [redacted].Desired Settlement: Since they damage my product I need my purchase invoice price as a refund or I need another entertainment product or a TV for the same amount.

I am a customer and since one month now,every day I am calling Sony for a solution but no one is helpful.Holding long time and keep transferring line from one extension to another and no one knows that what they need to know.

Sine I am waiting one month,I need a solution ASAP.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Car Stereo XVMR90D.

Sony already talked to customer and have requested a copy of the proof of purchase . This case would still be for review.

Reference number [redacted]

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]

After sending more than 7 times the proof of purchase and multiple calls,finally they have told me that the invoice is in file now and someone is going to call me 09/**/14 BUT no one call me.

I am waiting for the respond.

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

Sincerely,

Business

Response:

We require the customer to ship back the product before we issue the request for the check.

The product was delivered to us w/ tracking number [redacted] on Fri 10/**/2014.

The check amount is $644.15.

The check was requested and approved on 10/**/2014. It takes 6-8 weeks to arrive.

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,

I agree with the settlement.

Thank you.

Review: For the past couple of weeks I have a been having issues with my SONY Model[redacted]. The issues are quite a few ranging from speaker issues and connectivity issues. I am a technician so I know how to troubleshoot in order to get things fixed. I tried doing the steps provided on their support website. After no resolve I wanted to call support. The first call I made a young man put me on hold after I told him I had already tried the basic troubleshooting steps and even the factory reset. After holding for 20 minutes the call was disconnected. I know it was on their end because my phone was still on and the end call tone was sounding. I gave him a few minutes to call back which should have been instant and had to start the process all over again. This time I got a different person a young lady. I told her what had just happened and she said there was no record of the call. I tried explaining everything I had already done and she said I had to do them all over and when I asked if there was another option she put me on hold for about 10 minutes to just to get back on the line and tell me she was going to check something else. By this time I was really upset having spent the whole afternoon trying to get support. When she got back on the line she said she would transfer me to another dept to run a test. After I was transferred I told him my frustrations with the whole situation and in the middle of the sentence the call was intentionally disconnected. I was extremely upset at this point and had to go to through the whole process of getting a human on the phone. When I finally did for the third time he told me the dept was now closed and I would have to call back the next day. I call back the next day and when I gave him the case # [redacted] he immediately told me I would have to wait until they contacted me. I asked him if he could help and he unwillingly did. So again I was trying to get brushed off. I have learned my lesson never to purchase their products again but at this point I am still under warranty.Desired Settlement: I do not wish to get a replacement or repair. I am completely appalled at their so called customer service and really hope to get some attention to this so this does not continue to happen to legitimate paying customers. I would like a refund of this purchase. Thank you for your help.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony LED HDTV - [redacted]. The customer was able to speak with one of our product specialists on 02/**/2016, however, the customer was not in front of the TV to perform further troubleshooting steps. We attempted to contact the customer today via phone but we were not able to get a hold of her. We sent the customer an email today to confirm if the issue on the TV has been resolved or not and we are waiting for the customer's response.Thanks,Joe B[redacted]

Consumer

Response:

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

I called customer support once again because it seems the issues are now worse in that my television has no display at all. They are saying it could be a power board failure and would have place an order and it's possible this will not resolve the issue. At this point I am so frustrated with this offer and service that I would simply like for them to take back their television and issue a refund. Again I was put on hold for a long period of time and have wasted many afternoons with no resolve. When I finally do get someone on the phone they offer no help to what I am actually requesting which is a refund. They said they would have a customer care specialist call me within 24 hours about a refund but I still have not received any calls. Please help. 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 only received maybe one or two voice mail messages regarding this. I am at work during daytime hours, by the time I get home and the times I have called I have been put on hold and not helped or brushed off. So please do not act as if you are offering the support you should have since the first time I called in.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:Since the customer has issues in getting in touch with one of our product specialists, we send the customer an email and asked for the best time we can contact her on the phone. Sony is currently waiting for the customer's response.Thanks, GraceSony National Customer Relations

Review: Sony LED TV Model #[redacted] ... This television was a gift and was purchased less than 2 years ago for almost $3000.00 and the television has gone out completely. Took the set to a local repair shop, after contacting Sony... who were of no help because the 1 year warranty had expired... paid $100 for the evaluation. The technician called me a week later to inform me that the television needed a new panel and the cost would be around $4000 to repair! Completely ridiculous! After a simple google search, it seems like MANY people have this same issue with Sony and their panel problems. This television has not even been watched that much. Occasionally in the evenings and on the weekends.Desired Settlement: I want a replacement television. Sony needs to replace the television with an equivalent. It is ridiculous that something that is so expensive didn't even last two years. Electronics are supposed to be made to last longer than this. This television was poorly made and Sony knows it.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Internet [redacted]. Sony contacted this customer and was advised that although the TV is already out of warranty, Sony is willing to review her case to check for further options, provided that her proof of purchase is available. However, the customer advised us that she can no longer provide us the receipt. Therefore, Sony will not be able to extend any accommodation to the customer. Sony’s answer will not change in this regard. We will no longer respond to this complaint since our answer will not change.Thanks,Jim C[redacted]

Consumer

Response:

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

Two years has passed and the receipt was not saved because you expect a $3000 television to last longer than 2 years. As stated to the non helpful Sony representative, the problem is a KNOWN problem with this model and they refused to budge. They know that these are having this problem and still refuse to do anything about it. I have the television with the model number and serial number and proof from a television repair technician that the set is bad with a bad panel. That should be enough to have the tv replaced.

Sincerely,

Business

Response:

Dear Dispute Resolution Services: Sony explained to the customer that we can offer her a recertified TV at no cost provided that the TV is evaluated by Sony's authorized service center, confirming that the TV has a bad LCD panel, and as long as we have stocks in the warehouse. In addition, it was also explained to the customer that if in case we do not have an available replacement TV to send her, the proof of purchase would be necessary to check for further options. Sony checked its warehouse to confirm the availability of both the same and comparable models but none of them are available either. Therefore, we asked the customer to send Sony a receipt to check other options for her. Although the customer is unable to provide us the receipt, we offered the customer a new TV at a lower price. We offered her a brand new [redacted] for $1,700.00 plus tax but the customer was not satisfied to accept the offer. Sony's decision will not change in this regard. Thank you, Joe B[redacted] and Annette A[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:

$1700 to replace a television that should not have gone out to begin with is ridiculous!! As stated several times, the receipt is not available due to the death of the purchaser. The receipt should not matter, the fact that your product did not last DOES matter. I want the television replaced at no cost to me. I should not have to pay anything out of pocket. I have already agreed to pay the $100 service call fee to have your tech look at the tv. Is it really a loss to Sony to replace a television? I honestly can not believe that if I am willing to have one of your authorized technicians give a second opinion that you will not just replace the television. Receipt or no receipt, the television has a BAD PANEL which is SONYs fault. I want a resolution to this or I will seek other options, including legal options. I will also be gathering people with the same issues to seek further options for them also.

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

Sincerely,

Review: My Sony Vaio Laptop purchased in December 2013 stopped working in February 2013. I brought it to the Sony Store and they told me it had a hard drive problem and needed to be shipped out to be repaired. I paid a non-refundable deposit of $100 and shipped it out. Two weeks later I got an email from the Sony repair center asking me to call them to discuss my repair estimate. I called, and they told me the repair estimate was $1,150 ($50 more than the total original purchase price). When I asked them for a breakdown of how it could be so much, they sent me the following email:

"Good afternoon

Dear [redacted], we already completed the repair evaluation of the laptop our technical team found an issue with the SSD (solid hard drive) the repair cost for the unit is uneconomical is over thousand dlls

There is only 2 options, if you would like to proceed with the repair process you need to approve the estimate amount and provide your credit card information

But if you decide to refused the estimate because is uneconomical for the repair the unit will be return back to you unservice

Please call back to laredo repair center with your final decision

Regards

SONY REPAIR CENTER

JGC"

I still have received no formal written communication of the breakdown of prices or charges and they refuse to provide it.Desired Settlement: I would like my laptop returned and my money refunded, or a formal document detailing why my repair charges total $1,150. I feel like I am being taken for a ride and cannot believe there is no formal communication.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT141190X. Sony has contacted this customer and has offered an exchange. We are awaiting the customer’s response.

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

Sincerely,

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

Review: I purchased a sony bravia television serial number [redacted]. Approx 3yrs old and now lcd screen is dark in spots. I called customer service and agent was extreamly disrespectful and rude. she did not listen to the problem I have and just repeated that there is a one year warranty and all others problems are not sony concern anymore. I spent $2600 on this tv brand new and was told that the lcd tvs would last a life time. it has never been moved from the wall on my house where it was installed. the lady also stated that she has never heard anyone having this problem with the tv which is all the more reason that it is likly defective. I did not appreciate her attitude and her speaking over me while I was talking. I have purchased sony products my whole life, I have 3 sony ps3s and a sony ps4 also have the sony surround sound system, 3 other sony smaller tvs. I have always been happy with the products in the past but extreamly dissatisfied with this one. I did not spent top dollar on a low end tv that would have a life of 3yrs. I would have spent a third of the cost on a vizio and would expect this from a tv from them.Desired Settlement: I would like a sony autherized repair shop to fix the tv at no charge. I have spent a lot of money on there television that was supposed to last a long time and this falls way short, I have older tvs that are still working after several moves and relocations before I moved into this house in 2010. if sony does not stand behind there product and repair it, it would be the last time I ever purchase any sony products and would suggest to any person I know and see to steer clear of sony as they do not stand behind there products that may be poorly made or defective.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony KDL55HX800.

Sony has contacted the customer twice, unfortunately we were not able to talk to him directly.

Sony takes great pride in our products. As such, a limited warranty accompanied the product at original purchase that warrants against defects in material or workmanship for a designated time period.

The time period for the limited warranty that accompanied the product at original purchase has expired, and Sony will not be able to honor the customer’s request. Sony considers this claim completed.

Sincerely,

Review: I bought a Sony Xperia S Tablet Model SGPT1211 Serial number [redacted]. I have not even had my device a year yet and have had so many issues. The main issue is that when you plug headphones in it only plays one ear no matter what headphones I use. The device freezes and I am constantly having to restart it. I use this device daily for my school and when I spoke with tech support they want me to send in my tablet and have it repaired. I can not be without a tablet it is required by school. Also while researching this problem I find out through Sony that there is a recall on my model because of the splash guard or something like that. When I spoke with the tech support and after going over my concerns I was advised by one of Sony employees that if I dont like the way that sony products work I should have went with another company. I have relied on sony products most of my life and to be told that was disturbing. I called in with a genuine product defect issue and I got that response. I enjoy sony products that is why I buy them. To me they are the best products and this is the first time that I had a issue with a sony product I get told I should have went with another company and I have to be without a device for a undetermined amount. She says it normally takes 7 to 10 business days but it could take more.Desired Settlement: I want a new device sent to me the current device that I have has so many issues its unreal. It even has a recall on it. I can not be without a tablet for school reasons. I have bought sony products for many years and have stood by this company its only fair that this company respects its customers. I love my sony tablet if it works. Even after being told my a sony employee that if I dont like the product I should go to another company I am still sticking with Sony because I have faith in its products. This is my first problem that I have had with any of my sony products I have purchased over the years. A replacement device sent to me should not be a issue

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SGPT121US/S. Sony has contacted this

customer and has offered to repair the unit under the warranty. Sony has sent

the customer a shipping box. The customer refuses to send the unit for repair.

Sony would not be able to meet this customer’s expectation of a replacement

unit sent right away.

Until

the customer sends the unit in for repair Sony will not be able to assist this

customer.

If

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

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

Sincerely,

Consumer

Response:

I do no accept this because they want me to send in my tablet in and I am nit ro have a tablet for who knows how long. I am in school and require a tablet to go along with my studies also even though my tablet works partially If I dont have a tablet I fall behind on my studies and if I fall behind on my studies I doubt that this company wants to pay for my tuition because I failed because of their negligence all this could have been avoided if the device I bought wasnt defective a d they want me to aend in the only tablet I have and use daily for school purposes this company z DOES NOT CARE ABOUT ITS CUSTOMERS

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SGPT121US/S. Sony has contacted this customer and has offered to repair the unit under warranty and cover all shipping. The customer states he is unable to send the unit for repair. We have advised the customer that Sony does not have a loaner program. The warranty is for repair not replacement.

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]

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

Sincerely,

Review: I bought a camera ( ILCE-7R/B) for USD 204.99 on sony website (https://store.sony.com) on May,[redacted] 2015.Order no is [redacted] .But I received an e-mail on Jun ,[redacted] 2015 that they cancelled my order due to it‘s out of stock. Sony must be responsible for it .They must finish the order , instead of cancelling it .My ID in sony website is [redacted]Desired Settlement: Sony must be responsible for it .They must deliver the order on time .

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. Sony has contacted the customer via email regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual prices of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please paste this link on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ action pending further contact from the customer and/or the Revdex.com

Review: I bought the Sony product on May, **, 2015 from Sony online store, order number is [redacted]. But I do not receive the product because of Sony cancelled my order.

The cancellation reason is item sold out.

But the real reason was Sony made the mistake of the product price. I talked with Sony and Stated I can wait for the order until it is available, but Sony Cancelled my order and do not let me know, and do not say sorry to me.Desired Settlement: honor the price, and ship the product, also say sorry to 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 ILCE-7R/B. We sent an email to the customer regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For further information on terms and conditions in ordering an item from Sony, please visit this link: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄

Review: The camera, DSCWX80 that I purchased in August 2013 stopped working on 7/**/2014 while I was taking a video. The lens stayed popped out and I turned the power off but it didn't reset the camera.

I called Sony customer service and sent the unit to the repair center in Laredo, TX as it was still under 1-year manufacturer's warranty.

On 8/**/2014, I received an email from [redacted] from The Sony Repair Services Response Team saying that the warranty will not cover the repair because the camera was physically damaged. There was no additional information.

Since the camera has been carefully used and it has never been dropped nor physically abused/misused, I sent an email back to Sony asking for more details on their assessment and also asked why they believe the camera has suffered physical damage.

As of 8/**/2014, I haven't heard back from Sony.

Model: DSCWX80/W

Serial: [redacted] Repair Event ID[redacted] Work Order Number: [redacted]Desired Settlement: Sony should honor the warranty and repair the camera. If the camera was physically abused and damaged as they described, I'd like to have more information on their assessment and know in detail why it's related to the problem.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding his DSCWX80/B. Sony has contacted this customer and informed him that the unit has physical damage as per the diagnosis of the technician. Sony offered DSCWX80/W.b $119.88 plus tax but customer declined the offer.

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

Consumer

Response:

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

[Your Answer Here]

My initial request to Sony was provide sufficient evidence that the camera suffered from a physical damage. As I mentioned in my previous message, the camera was handled with care has only minor scratches and a missing cap (which has no electrical wire, it's just a cover for the USB port). Sony can't reject the warranty repair by simply saying there was a physical damage. If there was any physical damage, I want them to explain in detail how it's related to the problem.

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 DSCWX80/B. The unit was

diagnosed by our Authorized Service Technician and determined that there is a

Physical Damage on the unit. Physical Damage automatically void the limited

manufacturer's warranty. Sony offered DSCWX80/W.b $119.88 plus tax but customer

declined the offer.

Our decision on this will never change and Sony considers this claim

completed.

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 am not satisfied with the answer from Sony. The damage from Sony described doesn't seem to be related to the actual problem and they are minor and they have been on the camera for about 1 year while the camera was working fine.

I am not happy to hear that Sony is selling a refurbished camera at a higher price than a brand new one. I have been sharing my experience with other users and will not recommend Sony to anyone.

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

Sincerely,

Review: Last year I bought 2 blu Ray DVD players. One for my son in tenn. And one for my wife for Christmas. My wife opened hers Christmas and I hooked it up a couple days later. We used it about once or twice a month.this Christmas I got her a 3 d movie as we got a new tv. We played it and everything was fine. About 2 weeks later we tried to play another one and it did not work. I tried several DVDs and nothing. I called support and they had me try some things and nothing. They told me after giving them all the purchase date information and they said mail it in and they would replace it. I did as instructed and got a phone call saying a week later saying they wouldn't honor the warranty and wanted me to purchase another one. When you purchase items in late no and dec for Christmas the warranty when Christmas is over. It didn't work one year later when it worked last. It has a one year warranty. Do you only make products that last 366 days? If you were not going to honor the warranty you should have not had me send it. It cost me already $15 to ship to you that I should not have had to spend if you were honest with your intentions. Do the right thing and honor the warranty and learn what customer service is.Desired Settlement: Replace the unit under warranty as was informed you were going to do. Refund of shipping charges if you won't honor your word.

Business

Response:

RE: [redacted]

Dear Dispute

Resolution Services:

Thank

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

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

customer and Sony will refund this customer for the exchange. The amount of the

refund will be $77.70. The customer should receive the refund check in 3 to 4

weeks.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Review: The vaio tap 20 I purchase from Best Buy 2 months ago I completely defective. The manufacture Sony is not honoring the terms and agreements of the warranty. The item has serious hardware issues and it was my mistake purchasing a sony product and not a [redacted]. At least with [redacted] they replace or repair the defective unit immediately. Sony is a terrible company and never again will I purchase another product from them. The customer service is outsourced and its terrible. The customer service department failed to replace or repair my product. the technical team could not install the [redacted] updates on my computer at no fault of my own. They cannot do their job and I am left with a computer that is not working. My product does not install correct drivers and its a deeply flawed machine. The HD graphics constantly crash and my computer is unstable even after multiple system recoveries and restore.Desired Settlement: I want this unit replaced with a working unit of similiar equal or better value. This is a terrible machine that does not work. If the product can be repair or replaced I would not mind. But Sony chooses to avoid my problem and does a terrible job at customer service.

Business

Response:

RE: [redacted] Case: [redacted]

Dear Dispute

Resolution Services:

Thank

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

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

this customer and Sony has advised the customer to send the computer for repair

at our service center. We have sent the customer a shipping box. The computer

is under a manufacturer’s warranty.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Review: First Let me say I have been a purchaser of Sony Products for more than twenty years, purchasing a regular Sony TV, then A Trinitron 36" TV, A 60"Grand Wega TV, and now a XBR 65" TV with the Media Player. My last purchase came on 11/**/2013 The items were delivered to my home and set up on 11/**/2013. My first concern came on 11/**/2013 when I tried to take advantage of the Promotion of one-year free service for [redacted] and [redacted] online video service. It would not let me logon . I called the Sony network people and they assured me it would be resolved in no less than 48 hours. I waited for an e-mail/telephone call to give me instructions for about 60 hours. I then called back and they told me it would be resolved on Monday 11/**/2013. After no contact from Sony at that time I called again and inquired as to why I had received no contact from them(Sony), they told me that it was active, I then asked to speak to a Supervisor, the lady was reluctant, but finally told me that she would connect me, after about 10 minutes I hung up the phone. I called back about two hours later and still got the same runaround about my file and I asked what was so difficult about getting an access code and made them aware that I felt that I was getting the run-a-round. On 11/**/2013 I reported to them that I was not receiving 4K Type Resolution on my TV that I had downloaded. I first talked to [redacted] about a technician coming to my home to adjust/resolve the problem of not getting 4K type clarity on my Sony video downloads, he told me hi would need to speak to a higher up that he was a front line person, he connected me to [redacted] who tried to assist me from her station and concluded that the problem was that the Picture adjustments was in the Default mode and she could not help me. I made her awaree if I was going to watch a TV that showed only 1080 mode or less ,I would never have paid $6200 dollars for a 4K TV. I would have spent roughly $1500.00 for a 1080HD TV. I also made her aware that I purchased a SONY TV and a SONY product, whaich I had always believed stood for the highest level of Quality and Service. But this experience is causing some doubts in my mind regarding SONY products. By the way I purchased my TV and Media player from the local [redacted] in Midland, Texas.Desired Settlement: Resolve my concerns and requests. Don't make me change my perceptions of SONY Products and Services.

[redacted].

Business

Response:

December

[redacted], 2013

Review: November [redacted], 2014 I ordered an Ozzy Osbourne Memoirs of a Madman Fan Bundle from My Play Direct for my girlfriend's birthday (November [redacted]). The website showed the expected to be shipped time was 2 days. A few days later I checked on the order using the order number given to find the ship dates had been pused back about 10 days. November [redacted] came and went without a delivery. I contacted customer service for help after finding out the credit card I orderd with had been compromised. Submitting a new order was the only option so I did so December [redacted], 2014. Once again the expected to be shipped time was 2 days. Today, December [redacted], 2014, I checked on the order using the order number given to find the item has been put on back order. I went back to the website and made up a fake order of the same thing and the expected ship time was 2 days. My Play Direct is lying about their shipping times. If the item is on back order, the customer should be made aware of this. Who knows what else they are lying about?yDesired Settlement: Make them ship my order. Make them stop lying about expected to be shipped dates.

I want an apology letter sent to my girlfriend for ruining her birthday and now her Christmas.

Business

Response:

We apologize for any inconvenience this has caused. We strive to display the most up to date ship and delivery dates. Our ship dates are estimates based on when we expect stock to arrive to our warehouse. As soon as we find out that stock will be delivered to us, we will update the delivery information displayed to our customers, so that they have the most up to date information possible. A 50% refund was issued to the customer.Thank YouCustomer ServiceMyPlay Direct

Review: I am the Legal Owner and User of a SONY product used for listening to audio on my desktop PC. The product is a SONY Dynamic Stereo Headphones, Model MDR-V150. In general terms, this product is a pair of headphones used to listen to audio. I am writing SONY to inform them of this product failure due to substandard materials in manufacture and my overall customer disatisfaction with the quality of this specific product that never met my expectations under any critical evaluation of product quality and performance standards. In general, in the global marketplace for electronic goods and durable goods manufacturing standards, Japanese goods have a reputation for stringent manufacturing and high quality control. This product is not representative of Japanese quality and betrays the Japanese reputation for craftsmanship, materials, quality, and performance. Under light use and normal conditions, the right side audio piece fractured at the swivel point at the junction of the headset and the audio speaker on the right side. In an instant, my right audio speaker was dangling and broken from the headset unit. The sound quality was not crisp. The volume and crispness of the sound was low and blunt, without clear, crystal sound resolution and separation. I am the original Legal Owner of this unit, and no other human being has used this private property. The audio equipment was not subject to any kind of extraordinary use or stress. There is no receipt or package for this product, however I can provide you with the digital photo to the product failure. In closing, this product is poor quality, and based on the poor quality of the unit under the SONY brand, I will probably have to avoid purchasing SONY electronics in the future so that I am not falling into the role of a victim of another poor quality product. It simply is not acceptable when there is so much competition and choices in the retail electronics retail market. I urge you to take this complaint seriously.Desired Settlement: I will accept a replacement for this defective unit. I would prefer it to be another model of dynamic stereo headphones that is superior in materials, craftmanship, performance, sound quality, volume, and durability and reliability to avoid a repeat of the described circumstances. It would be appreciated if electronic engineers could recommend a tested and recognized quality product made of durable materials. My personal preference is all black. It will be used as part of a desktop computer system for music, videos, You Tube, and similar basic audio utilities. Sound quality, volume, crispness, and differentiation is valued here. In the event that you do not wish to replace the SONY product, you can issue a refund for the retail fair market value of this product.

Business

Response:

September [redacted], 2013

Review: I am completely disgusted with the lack of Sony customer service, support and most importantly my Sony TV which turned green. I have a Sony SX RD model KDS – R50XBR1 which was once considered among the top of the line TV's on the market.

A green film discoloration developed on my TV screen I originally thought it was the bulb. I had the bulb replaced and paid for that but the Green discoloration remains on my TV screen and it continues to get worse and worse and worse. My TV has been destroyed for years.

I went around in circles trying to originally work this out with customer service for years, not until I filed a complaint with the Revdex.com did I receive a little assistance from [redacted] in the [redacted]t, but it's still not resolved.

A Class action lawsuit was brought against Sony and under the agreement when Sony settled they were supposed to contact me which Sony NEVER did.

It was Sony's legal duty to contact me and they never did.

It is Sony's Legal obligation to fix or replace and they have done nothing.

The Class Action Lawsuit was Filed by:

[redacted].

[redacted] Tel: ###-###-####

I was NEVER offered a replacement TV or a free optical block replacement or for SONY to even fix the current TV which once looked amazing!

I have a lot of Sony Products in my house and have always considered Sony to supply good products until this recent issue. I thought Sony would stand by their products and provide good customer service but this entire situation is extremely disappointing. If this is not resolved I will NEVER purchase another Sony Product.Desired Settlement: Replacement /

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDSR50XBR1.Sony has already contacted this customer, unfortunately we were not able to speak with him directly. The time period for the limited warranty that accompanied the product at original purchase has expired 6 years ago, however Sony would like to offer him 23 % discount off on a brand new replacement that he likes from Sony Store website, and we will also deduct the amount of $40.47 off the discounted price for the lamp that he has purchased to fix the issue on his unit. If customer is interested in this offer he may reach us at :###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease provide the event number [redacted]Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

The fact of the matter is that Sony was required by the courts ruling to contact me and either fix or replace the TV, which they never did. I have been begging Sony to live up to their responsibility for years and have been ignored via email /phone correspondence / written letters. Sony has avoided their obligation. I invested countless hours once the TV turned green to get this corrected. I did not cause this issue but Sony did but selling me a pricey faulty product and not living up to their responsibility to make it right. To restore my faith in the Sony brand I ask that Sony provides more of a fair product replacement percentage. A new TV which is comparable to what I purchased will cost me thousand of dollars, so I ask that Sony provides a 40% discount on a new TV Sincerely,[redacted]

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 have spoken with an [redacted] but [redacted] has refused to speak with me despite multiple attempts to talk to her about this. Sony/[redacted] is not offering what they said they would sony my continues to play games with me instead of resolving this with a loyal customer who was sold a defective product

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 KDSR50XBR1. We already contacted the customer several times through phone and email. After a long series of discussion, we finally offered him the model KDL65W950B. This model is now being offered at $1,999.99 in [redacted] which is already on a discounted price. The unit originally cost $ 2,799.99. Our offer of $1,323.24 is even more than 50% off on the original price. As promised we will also deduct the cost of the lamp that you purchased to fix the issue, $40.47. The total cost of the replacement is $1,282.77, plus tax. The warranty terms for this unit is 365 days for parts and labor. The customer is insisting to add a 5-year warranty for the product, unfortunately we cannot provide him the extended warranty for the product, he would have to purchase the warranty separately. This is the best and final offer we could give. We also gave 90 days for the customer to redeem this offer, this would also be subject to stock availability. The reference number for this is [redacted]. He may email our support thru [redacted] once he is ready to avail of this offer. 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:

It's an insulting offer, [redacted] has not communicated anything with me. I have emailed and called her and she will NOT return an email or call - also insulting considering Sony sold me a defective product and did not follow court order. Sony sold me a defective TV and was found guilty of that in a class action lawsuit. Under settlement Sony was legally obligated to the defective TV. Now Sony years later is still not owning up to this and now trying to get me to spend another $1300+ on likely another bad product. How is that fair? I asked for Sony to supply an extended warranty in this situation to be reassured that this will not happen again to me and my family. Your asking me to spend a lot of money with no reassurance when this company has already Sold me and millions more defective products and letting them get away with it. Sony is taking advantage of consumers like my self and I came to the Revdex.com for assistance, so please help me out in this case. FYI-not sure why you closed this claim since I had already rejected this last week on the day you sent me Sony's response.

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

Sincerely,

Review: I purchase Vaio laptop august 2013 and still under warranty, Its already had battery, fan, and speakers hardware problems and I send to repair center 3rd time and each time took a month so last 4 moths I cannot use this computer.It's obvious defected item.last time I send the repair service and its already been there 21 days and what happened I do not have any idea, When I called to customer service, They refuse to pay my money back or replace to the item. When I bought this product I paid more than to other similar product(competitors), because Sony reputation, but Sony do not want to any help or contribution, Last 4 months I couldn't use the laptop and I had a problem with my school and homework. This item is defected and lemon Item and I want to Sony have to admit their item is defected .Desired Settlement: My first preference is would like to get my money back or replace to the item and warranty

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVF15A16CXB. We contacted this customer on May **, 2014 and requested for a copy of the sales receipt. We offered to buyback his unit by sending him a check amounting to $1082.49. The customer accepted the offer and we processed sending him a check on June **, 2014.

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 contacted sony sometime in the month of march about problems with a sony vaio laptop not working correctly even though it was brand new. They told me to send in the item for repair under warranty. I tried for 3 weeks to get them to send me a prepaid fedex box due to the fact that I dont like dealing with ups because I have had problems with them in the past. I kept getting the run around of those 3 weeks with sony saying the box will come tomorrow over and over. finally I broke down and told them I would send it via ups. they gave me service # [redacted], and told me to bring it to the nearest ups location and they would take care of packaging and shipping the laptop to sony repair center in texas. I did just that...I dropped my laptop off to ups in perfect physical condition...was given a receipt and told ups would package the laptop and send it out that day. about a week later I received a email from the sony repair center in texas saying there was a balance owed for the repair of my laptop. I contacted them and ask why there was a balance owed when the laptop was under warranty and should be covered. sony told me that the laptop had physical damage due to the left screen hinge being broken. I told sony that I dropped the laptop off with no damage and it might have been done by the ups store while packaging the laptop or shipping it. sony told me they would file a shipping claim with ups and it would take ten days. I waited the 10 days and call sony back...they told me the claim was invaild because they was no damage to the shipping box. I told sony if the laptop was damaged during packaging why would there be damage to the shipping box. sony replied with we dont have an answer for that but that I am responsible for the damage and have to pay to have the laptop fixed. I dont think this is right considering that they have a third party (ups) handle the item between it leaving the owners hands and reaching the repair center. the customer should not be responible for damages a third party(ups) has caused. so now im out 800 dollars for the laptop cause sony refuses to honor there warranty.Desired Settlement: I would like the laptop fixed under warranty because I refuse to pay for damages a third party (ups) has caused. or I would like a replacement laptop.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony VAIO SVF14N11CXB. We contacted the customer on May **, 2014 and offered to cover the repair cost on his unit . We sent him a box with a prepaid shipping label to facilitate the shipment of the unit to our service facility.

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 find that this resolution will be acceptable once they do the repair... I have sent out the laptop yesterday and I am waiting to get it back.

Sincerely,

Review: I purchased a Sony SD memory card that was defective. I called and they gave me a service number and asked that I return the card to their service center in Laredo Texas. I returned the card on February [redacted] by US postal service, return receipt requested. The card was received and signed for on February [redacted]. I called on February [redacted] and was told the card was defective and a replacement was being sent. I never received anything so I called again today, March [redacted]. I have now been transferred twice and have been unable to get resolution to the issue.Desired Settlement: I just want Sony to live up to their warranty and replace the defective card.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SF16UY/TQMN. Sony has contacted this customer and a new unit has been ordered for the customer. The unit should ship this week.

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:

They have said 3 different times a replacement would be sent to me and I have never received one. The last time was on March [redacted] and they said I would receive the replacement in 3 to 5 business days. It has now been 6 business days and I still have no replacement for the defective Sony product!

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 SD Memory Card SF64UY/TQMN. Sony provided this customer a replacement Memory Card at no cost on March **, 2014, and was shipped via Fedex Tracking [redacted]. Per Fedex website the memory card was delivered on Friday April **, 2014 at2:22 pm.

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,