Sony Corporation of America

Review: Hello,

Sony is refusing to repair my camera, sent in under work order number [redacted], because they claim it is corroded.

This camera could not possibly have been corrosion damaged other then from a manufacturing defect. I only had this camera since December and only used it a few times at family events. This is not physical damage. This camera has never been abused, misused, worn excessively, or damaged in any way. I care about my electronics, and also kept this camera in a case!

Looking online, the issues with corrosion seem to be very common with this model. I found three websites and a few amazon reviews referencing the exact same issues I am experiencing, as well as the service center refusing to repair the camera.

As I feel this is a result of poor design as well as natural changes in humidity, I would like to request a repair or replacement.Desired Settlement: Please either repair my camera or replace it free of charge.

Consumer

Response:

I contacted Sony and was able to get the matter resolved without Revdex.com intervention. Please close the case.

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: The following product uses SecuROM by Sony. Therefore, I am filing this complaint against Sony.

The full version of Oxford English Dictionary (OED) Second Edition CD-ROM Version 4.0 by OUP is not compatible with Windows 8.1 Professional 64-bit. Oxford English Dictionary (OED) Second Edition on CD-ROM Version 4.0 does not work due to "SecuROM(TM) get maximum control". OUP has an abjectly disgusting level of contempt towards customers concerning anti-piracy measures. OUP's anti-piracy measures are so overwrought that OUP's paying customers cannot use the very same software which they themselves have already paid for due to "SecuROM". I tried to install OED Version 4.0 today, but I received the following error: Dear Software User, This test program has been developed with your personal interest in mind to check for possible hardware and/or software incompatibility on your PC. To shorten the analysis time, system information is collected (similar to the Microsoft's msinfo32.exe program). Data will be compared with our knowledge base to discover hardware/software conflicts. Submitting the log file is totally voluntary. The collected data is for evaluation purposes only and is not used in any other manner. Your Support Team Do you want to start?Desired Settlement: I am demanding a resolution to this problem or a full refund in the amount of $295.00.

You publishers are such scam artists of the highest order. Not only does OUP and its ilk in the publishing industry steal original content from starving authors and artists, but OUP has the gall to concoct these stratagems to render expensive software obsolete prematurely and to bilk the end-users out of $295.00 per year!

If I could use the OED on disc over the next 60 years, then I would save $17,700 in total. But it appears OUP and Sony have decided to make the disc obsolete and to offer the latest versions of the OED on-line at $295.00 per year, scamming each and every customer out of thousands of dollars!

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding thecomplaint your office received from [redacted]. Sony has contacted customer last 11/** and today 12/**, but to no avail, we have reached his voice mail box. We left him a message to call us back so we can get his product information and assists him accordingly with the issues he has. If you have any questions or require additional information, please feel free to contact me at *

[redacted] Sincerely, [redacted]

Consumer

Response:

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

I never received a call. Why doesn't Sony email me?

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:

Sony has not replied to me with questions that Sony claims it needs me to answer. And Sony has not replied even to the Revdex.com with the questions that need to be answered. Therefore, Sony should reply to the Revdex.com with the questions that need to be answered by me. I checked my emails. I cannot find anything from Sony aside from the Revdex.com complaint.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Sony contacted the customer several times, however we were not able to talked to him directly. We would like to get more details about his issue and escalate it to our [redacted] for technical help. If the customer prefer to process this thru email, he may send his message to [redacted].We are looking forward to resolving his issue. He may also call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm Easternmake use of the Event ID [redacted] as reference, we recommend that he ask for a [redacted] when he call us. We also made a special plan on this event for assistance. Sincerely, [redacted]

Review: So I bought a Sony brand phone; model is ZL(Black version). Had the phone for a few months and been having issues with it, It could not hold a charge anymore, It seemed like it was a battery issue. So I called Sony repair and, barley understood the lady who was talking to me because she was talking way to fast and had a heavy accent. I was told to back up my files and re-install the phones software via Sony PC Companion. After all that I’m still having the same issue. Called back and talked to someone which I barley understood again, set a repair order for me and promised me a working phone in 14 DAYS!. Sent the phone in about 3 weeks later because I had trouble finding a backup phone, I can use on the mean time. I purchased 2 days shipping from UPS, so it would get there in a matter of days, and the repair can start. About 2 and a half weeks later I had someone call me 3 times but I was at work, So I got an email that the phone had to be replaced with a new one. BUT!! They didn’t have the same color I wanted. I called back the next day demanding I want the black one because it has a unique material on the back which helps me grip the phone better than the other colors. I was told that they didn't have in stock and would have to be ordered. I was told there was no time frame. So I gave thought saying to myself that Its Sony they will get it in a week or so. About 2 months later I still don’t have a working phone. At this point I lost my patience. I keep asking myself and others about this why is it so hard for a company to get their own model in stock. I paid almost $600 working hard part time, and still don’t have a working device in my hand. I called Sony support saying they can’t do anything at the moment because they don’t have a timeframe. I asked if I can get my money back and was offered with a no answer. So this is why I filing this complaint. Almost 3 months and no working phone back. They are just holding my hard working money which is losing its value.Desired Settlement: Offer more choices if the phone cant be fixed or replaced within the promised time frame. More like a refund

Business

Response:

We are sorry for the delays with the repair of the customer’s phone. His phone was replaced and shipped on 3/**/14 via FedEx [redacted] and delivered to the customer on 3/**/14.

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 have acquired a Sony Vaio notebook last December in Florida and moved to France in January. About two weeks ago, in the beggining of April, the computer's screen stopped working. I have three times contacted the online chat from Sony's website and they only were able to advice on fixing software issues but my equipment has clearly a hardware issue. I was told to call Sony's assistance in France but they do not speak English.

Equipment details:

- Model name: SVF14N13CXB

- Serial number: [redacted]Desired Settlement: I have chosen to buy a Sony notebook because of its quality. My wife has a Vaio and it works perfectly. I am currently leaving abroad and need the computer daily.

Business

Response:

"Thank you for contacting Sony National Customer Relations,

You can contact us 24 hours a day, 7 days a week at:

[redacted]

We have technical assistance available on the website at the top right corner of the page by clicking Contact.

To discuss the situation you described in your letter. We are also available at ###-###-####. Please reference your customer information number: [redacted].

I look forward to hearing from you soon.

Sincerely,

National Customer Relations

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:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unacceptable to me. The answer from Sony was:

"Thank you for contacting Sony National Customer Relations,

You can contact us 24 hours a day, 7 days a week at:

[redacted]

We have technical assistance available on the website at the top right corner of the page by clicking Contact.

To discuss the situation you described in your letter. We are also available at ###-###-####. Please reference your customer information number: <[redacted]>.

I look forward to hearing from you soon.

Sincerely,

National Customer Relations

C7HN

Revie"

The answer makes little sense - call an US number to get assistance in France? I worked around it and got Sony's repair phone here in France but I speak no French and the attendants speak no English. Again, to go around it, I asked a French friend to call Sony few minutes ago today (May [redacted], 2014).

The attendant informed us that I have to take the notebook to Paris for service and that it will take at least 2 weeks to get back to me once they have the computer. She asked for the invoice number, which I did not bring to France. She also told us that without the invoice number, there is no warranty.

I am extremely disappointed with Sony, specially because I have chosen the VAIO because its is perceived as a higher quality product. It is unacceptable that a 5-month old computer does not work! It is a Sony VAIO that has cost me USD 900.00. Now, because I am not in the US I feel completely hopeless with the equipment - this is why I am insisting on this complaint.

Can you support me, getting back to Sony with extra priority? I feel left behind here.

Thank you!

Sincerely,

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:

First of all, I did answer Sony's email on May * (attached is the PDF that proves my claim) but their answer to my complaint made little sense call an US number to get assistance in France. I worked around it and got Sony's repair phone here in France but I speak no French and the attendants speak no English. Again, to go around it, I asked a French friend to call Sony few minutes ago today (May [redacted], 2014). The attendant informed us that I have to take the notebook to Paris for service and that it will take at least 2 weeks to get back to me once they have the computer. She asked for the invoice number, which I did not bring to France. She also told us that without the invoice number, there is no warranty. I am extremely disappointed with Sony, specially because I have chosen the VAIO because its is perceived as a higher quality product. It is unacceptable that a 5-month old computer does not work! It is a Sony VAIO that has cost me USD 900.00. Now, because I am not in the US I feel completely hopeless with the equipment - this is why I am insisting on this complaint. I expect a more concrete answer than just calling the US service number next time.

Second, the most recent answer (from May [redacted]) suggests that I contact Sony's online tech chat. This was the first thing that I did - I would also prefer a quick solution to my computer's problem. What is not acceptable here is that I wrote on my original complaint that I have contacted the technical support chat several times, tried all the software fix they have proposed (resetting the bios, re-installing the video driver) but my problem is definitively a hardware defect.

I still wait for a proper solution to my problem: I have acquired a Sony Vaio because of its quality but in 4 months the screen had a hardware defect and does not work. I am asking for a new equipment to replace this one.

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

Sincerely,

Business

Response:

Thank you for your response. In order to receive service for his unit, he has the option to contact the support center in the country where he is located and arrange service through them. Sony France has their own policy in handling repair issues for Sony products purchased outside the country.

He may also have the unit repaired in the U.S.A however, he will be responsible for all charges encountered in shipping the unit to and from the repair center. [redacted] needs to contact Sony U.S.A if he wants to have the unit serviced in USA. Further, Sony does not settle consumer issues via Email. Sony already made multiple attempts to advise customer to contact us. As what we have discussed on the previous response, customer needs to contact Sony support so that troubleshooting and minor diagnostics can be performed and determine his applicable service options. We are unable to call him directly as he is in France.

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

Review: Sony will not deliver the software I purchased with my laptop and the last customer service representative refused to let me talk to their [redacted].

I purchased a Sony Vaio over 30 days prior to Christmas for my daughter 2 years ago. Part of the startup instructions are to backup the laptop. I tried to run Sony's backup software and it stated that a recovery hardware partition did not exist and would reboot. Since I purchased the laptop over 30 days before Christmas, and my daughter opened it on Christmas, [redacted] would not take the laptop back. When I contacted Sony, they wanted me to pay to ship the laptop to them for them to fix it. Since the laptop worked, I wasn't going to pay extra. Soon after the 1 year warranty expired, I had to replace the battery, the RAM and now the Hard drive. I have been able to install an operating system, but what I am lacking is the WinDVD software that I purchased with the laptop. Sony does not deliver the purchased software and as far as I know they could be reselling WinDVD keys multiple times. Their customer service representative stated that the process of creating a restore point is how the software is delivered. That would be fine if the restore software ever worked. All I want is the software I purchased with the laptop. Sony offered to sell me a recovery disk for $75 that does not have the license key I paid for originally. The last customer service representative ([redacted]) refused to let me talk to her [redacted]. When I asked her for the name of the previous representative on a documented earlier call (He was at least trying to be helpful) she hung up on me. I own 6 laptops, 2 HPs, 1 Samsung, 1 MacBook, 1 Dell, and 1 Sony Vaio. I have had to call for support from some of the others and have never had such a poor experience with customer service. I have defintely never have owned such a poor quality product.Desired Settlement: I would like the software I paid for when I purchased the laptop.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony Laptop. Sony has tried to reach out to that customer by making several phone calls but we weren't able to speak to her. She didn't respond as well to the voicemail that we left.

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]

I retuned sony's call to which they re-iterated that they can not prove they sold me a valid license. Maybe if they checked their records for a [redacted] they might have greater success.

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 VPCEG27FM/W . We contacted the customer on 11/**/2014, however we were not able to speak to her directly. Sony has definitely processed a check refund for the customer in the amount of $74.68 , with order number [redacted]. This was approved on 11/**/2014. The customer will receive the check refund within eight to ten weeks.

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

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:

Still awaiting check.

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

Sincerely,

*

Review: Purchased a Sony Xperia S tablet while in [redacted] from Sony Outlet Store. I made the purchase on Sept **, 2013 along with a 2 year extended warranty. I had to return the tablet to Sony for repairs back in late July because tablet would not charge. It was fixed and returned to me and worked for a month and same problem occurred. I have called numerous times, I have lost count. All I asked for was a box to return tablet to be repaired again. I have been on hold for hours, then transferred to how many extensions with no one to offer help. I've been told we will order a new box for shipment to your address but will take 2 to 3 business days. That 2 to 3 business days is now over a month with no box in site. My original warranty is up in a few days. I have been trying since mid August to get someone to help me. I purchased this product in good faith and expect Sony to honor their product.

At a loss to what to do next. Phone calls are not working to get the tablet repaired or replaced.Desired Settlement: Would like tablet replaced( because first repair only lasted a month) with new one and full 1 year warranty and honor my extended warranty.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Tablet SGPT121US/S. Sony tried to contact that customer today, 9/**/2014, but we were not able to speak to her. The call was made to inform her that her desired settlement cannot be granted because the coverage of her warranty is just repair. However, what we can do for the customer is to extend the manufacturer’s warranty for 4 months because we understand that since July and up to now, she is not able to use the tablet due to the problem that happened.

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,

I returned call to Sony on 9/**/14. A Sony rep told me my original warranty was extended by 4 months and repairs will be made to tablet again. I am satisfied with this solutuion unless tablet needs to be repaired again in a few months. The first repair only lasted a month before tablet would not charge again.

Review: I purchased a Sony laptop a little over a year and a half ago - almost exactly. I was incredibly excited to own a Sony computer. At a week under a year the hard drive, screen and keyboard all needed to be replaced. Now the computer fails to start, will not accept the start-up discs and when I call Sony to voice my concerns they keep me on indefinite hold or tell me that they will register my complaint. No resolution is provided and no help given.Model Number: SVE1511RFXBSerial Number: [redacted]Case Number with Sony: [redacted]Desired Settlement: I would like this product replaced or a refund provided. I have had this computer less than two years and have taken incredibly good care of it and it has crashed multiple times. Even IT experts I have look at it tell me that it's an incredibly poorly made machine.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE1511RFXB. Sony has contacted this

customer and has offered to cover the repair on this computer as long as the

computer has no physical damage. We sent the customer a shipping box on

02/**/14. The computer has not been sent to our service center yet.

If

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

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

Sincerely,

Review: I bought a DVD player and the remote stopped working after only about 5 DVDs. The product was under warranty and so I called the service center. I was on the phone for over two hours being transferred, hung up upon, and trying to be sold other products instead of solving my problem. Finally, they recognized my product was under warranty and would be replaced. I mailed my remote AT MY COST and never heard from Sony again. I called three months later and was told that they had run out of product and was never planning on sending a new remote. They did not contact me to tell me this. They then told me someone would be in touch and would reimburse me the cost of my remote. This was several weeks again, and I still have not been contacted. The DVD player is useless without a remote. The product was under warranty and now I am out a working DVD player, the shipping costs of sending the faulty remote, and I still have no received a new remote or even reimbursement for my remote.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 DVPSR510H. Sony has contacted the customer and advised her that we will reimburse the amount that she paid for the shipping fee and the remote control. Customer accepted the offer. We advised the customer to send the copy of the receipt to [redacted] with the event no. on the subject line. We will process the check once we have received the copy of the receipt. Turn around time for the check is 4-6 weeks. We shall monitor the case. Sincerely,[redacted]

Review: On July *, 2014, I purchased a Jack White vinyl bundle on [redacted] (a subsidiary of [redacted], which is a subsidiary of Sony). This bundle was to include a vinyl copy of Lazaretto, along with a special vinyl copy of Blunderbuss. Blunderbuss is the cause for this complaint. [redacted] advertised the vinyl version of Blunderbuss which is colored blue and black in a "inverted lightning bolt" design. Instead, I received the regular edition of the album.

The pictures showing the items are included on [redacted]'s product page, and [redacted] further confirmed the inverted lightning bolt design would indeed be shipped to any who ordered in the comments section. You can see the advertisement here, which is still available for purchase: [redacted] This leads me to believe I'm not the only person with such a complaint and that [redacted] is wrongfully and intentionally misleading customers on this product.

Their customer service has been contacted by me multiple times, but they refuse to respond to me at this point. All communications have ceased. Please help me get through to this business and receive what I paid for.Desired Settlement: I would like [redacted]/Sony to deliver on its obligations and promises by sending me a copy of the inverted lightning bolt Blunderbuss. This is what was advertised and why I placed an order through them.

Business

Response:

The stock we've received from our supplier did not match the description they had initially provided. We have issued a full refund and our agents did reply to the customers emails explaining the situation.

Refund details:

9/*/2014

Unique Transaction ID # [redacted]

Order: [redacted]

Amount: $21.00

Review: Purchased a 65" television on May **, 2014 from Sony's online store. It was Paid for with [redacted] with a VISA credit card. When the TV arrived it was defective and would not work. I got a return authorization and the TV was returned. It shipped back on ** May 2014. Sony received the TV on June [redacted] I received an email from Sony on June [redacted] saying the credit for my return had been processed. I called June [redacted] since no credit had been issued to [redacted]. They told me it would take 7 - 14 business days for the credit to show up, and could take as long as 30 days. I called again July [redacted] and was told the refund would be expedited and I would receive an email within 24 hours. After no email I called again on July [redacted]. I was told the refund had been processed July [redacted] and I could call [redacted] to confirm. I called [redacted], they had no record of any refund. I called Sony's online store again and was told my account showed the refund was done, and that was all they could do. [redacted] suggested I call the VISA company and start a claim. This I have done. This was a $5299.99 transaction. They have had my money way too long.Desired Settlement: I just want the refund. It has been way too long.

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. Sony has refunded the charge for the merchandise.

Sincerely,

Review: On 05/**/2014 I pre ordered from the PlayStation Network for $59.99 MLB The Show 2014 for the PlayStation 4. When I pre ordered the game, it said I would be able to download it at 12:01 EST on 05/**/2014. I was unable to download it until noon on 05/**/2014. Since I was unable to download the game at the time I was told I would be able to, I bought a hard copy of the game. I contacted their customer service who told me I would get a refund. On 05/**/2014 I received a email from their customer service I would not be getting a refund due to all sales are final. I never did download the game. The game was not available when they said it would be. They even told me I would get a refund. But now they are backtracking.

Product_Or_Service: MLB 14 The Show for the PS4 digital copy

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with PlayStation Network. We spoke with the customer today and we requested him to fax in a copy of the proof of purchase so we can review and facilitate refund. The customer agreed and we are currently awaiting for copy of the sales receipt.

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]

Contact was made today as Sony stated by phone. But due to me not owning a fax machine, it was agreed I email them a copy of my proof of purchase not fax it like they replied. The email was sent to [redacted] The email was sent at 2:29 P.M. CST. The person I spoke with was [redacted]. I just called back and again spoke with [redacted]. He was unable to confirm they had received my email as it was not his department. He advised they would call me. If for what ever reason they did not receive my email then they need to contact me so other arrangements can be made.

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

Sincerely,

Business

Response:

Thank you for your response. We contacted [redacted] again on June **, 2014 and acknowledged that we received the copy of the receipt. We offered him a refund amounting to $59.99. The customer accepted the offer and the refund check was processed on same day, June **. The customer should receive the check within 4 to 6 weeks.

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

Consumer

Response:

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

Sincerely,

Review: We just bought our 55" Bravia LED television about 3-4 months ago and now we are having problems with it staying on. It will shut power off and on intermittently but the LED light on the bottom stays white, it just flashes. We contacted the service department multiple times and each time we were on hold for over 45 mins, and when we finally get a actual person we will be on the phone for an average of 90 mins. One time we were on the phone with a customer service rep for over 2 hours trying to figure out what was going on with our TV. Once it was determined that it wasn't something that they could fix over the phone, they said that a tech rep will be out here to service our TV within 48 hours. After waiting for 3 days, we had to call the service center back and thats when they told us that the part the tech rep was going to replace was on back order for about 5 months. So they said that they would send out a new TV within 5-7 business days, they asked for our credit card information and said that they would keep it on file just in case the defective TV didn't get sent back, which we understood. We have waited over two weeks for our replacement TV and nothing showed up. We were trying to be patient since we do live in a small town, so we figured two weeks was a good amount of time. After calling them again today and being on hold for 45 mins, I finally talked to a customer service agent and all he could tell me is that it was still being processed at the warehouse and it hasn't

been approved for shipment. He said that the warehouse is flooded with orders and they will get to ours eventually. I asked to speak to a manager and he said "NO." When I continued to ask him to speak to a manager he told me that he could transfer me to someone, but I was placed on hold again for another 30 minutes before I finally hung up. This has been an ongoing issue that we have been having with the service center and now we are regretting buying a SONY product. The service center needs to be reorganized because it seems like it is being mismanaged or not managed at all. We are now going on military leave for a few weeks for personal reasons and won't be here if they TV actually gets shipped.Desired Settlement: We just want our new TV and we want to be notified if they are unable to fulfill their promise on either getting a tech rep out here or if they are unable to send out our new TV within the stated time.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received about KDL55W802A from [redacted]. The first work order that we created did not push through due to system error but we are able to create another exchange order 8/**/14 and we are currently processing it. Sony has contacted the customer regarding issue. Turn around time will be 5-7 Business Days once processed and shipped from our warehouse.

If you have any questions 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....

I just called the number that was given in SONY's response and when I talked to the customer service representative, she couldn't give me a tracking number for the delivery, she told me that the order has been processed on AUG **, and that I had to send out my broken TV before I could receive our replacement tv. I asked her if it was shipped via FedEx or ups and she said that it was shipped via FedEx and the tracking number was the reference number that SONY had given us on a previous voice mail left by their representative. I went onto FedEx's website and could not find any tracking information for this delivery. It was very hard to communicate with the representative because she didn't speak very good english.

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]

We have received the replacement tv two days ago, installed it and it works great. Thank you Sony for replacing our tv. Now the only issue we are having is sending it back. We followed the instructions on the return of the defective item, but when FedEx came to pick up the TV on 8/**/14, the return label that was supposed to be in the packing slip was not there. So the FedEx rep was unable to take the TV for the return shipment. Request a new shipping label sent to our email for quick return of the defective tv. Our email is [redacted]. 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 KDL55W802A. Sony has requested a return shipping label sent to [redacted] as per the customer's request.

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

Review: My camera part number DSCWX50/B stopped functioning, the unit would turn on but had an error and would not engage the opening of the lens. The tech that I spoke with explained to me that the unit was not under warranty as their was an indication that it had been dropped. I drove to the Sony store at [redacted] in [redacted] to start the warranty process. I had all my original purchase documentation and the unit was in the warranty period. The tech at this store looked it over and stated the unit looked almost brand new. There were no scratches, marks or other indications that the unit had suffered external damage. The tech on the phone in [redacted] said that he could tell from the internal mechanism that the unit had been dropped. I asked him to send me pictures of the exterior case to support his statement. He stated he could not send me pictures of the external case but could send me pictures of the internal mechanism. This does not make sense to me! Why could he send me one group of images and not another.Desired Settlement: Ideally believe that Sony should replace the unit since it was under warranty. They did not stand behind the warranty and the tech in [redacted] could not substantiate the claim.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the DSCWX50/B. Sony has contacted the customer and was told by the technicians at our [redacted] repair facility that unit has physical damage. Customer was offered a recertified replacement with a cost. Customer was also offered a 15 percent discount coupon towards a new purchase from our Sonystore online. Unfortunately the customer declined our offers.

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:

Thank you for your reply. Unfortunately Sony Electronics is not standing behind the product in question, camera part number DSCWX50/B. This unit was within the warranty timeframe and documentation was provided. I stopped by my local Sony repair facility to have the unit evaluated and the employee that received the camera stated that the unit was in excellent condition (that is looked like I hardly ever used it). The camera was sent to a separate repair facility in [redacted]. The technician that evaluated the camera at the [redacted] facility offered to send me pictures of the internal mechanism that was damaged citing the unit had external physical damage that 'caused' the internal damage. I asked the [redacted] tech to send me pictures/images of the external physical damage and he stated that he could not do this. I questioned why he could send me pictures/images of the internal mechanism and not the external casing! He did not have an answer to my question, he only stated again that he could only send images of the internal mechanism. Sony did offer a recertified camera however the pricing that was quoted was more than I had originally paid for the camera when I purchased it new. Sony also offered a 15% coupon which I declined. I will not spend more money with a company that does not support its warranty.

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 DSCWX50/B. Sony has contacted this customer and was advised that since unit has PD we cant cover repair cost of the unit also unit is oow, we offered replacemnt unit at a cost and the coupon code but customer refused all options.

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

Review: SONY repair center received my Z Ultra phone on 11/**/2015 for repair within 1 year warrant period (RMA number [redacted] ). I contacted SONYMOBILE support for an status update on 12/**/2015. They escalated and asked me to call back after 48 hour. Today is 12/**/2015. I had contacted them 5 times and there is still no update. Everytime I contacted support they asked me to contact next week.Desired Settlement: Repair the phone and send it back to me ASAP. This is the second time this phone goes back for repair and I have lost more than 1 month of use of this phone.

Business

Response:

[redacted] was shipped a replacement phone on January [redacted] via [redacted] tracker [redacted] Regards,Tony G[redacted]

Consumer

Response:

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

Sincerely,

Review: I contacted Sony several times about my system not working properly. After no help I purchase a new system and moved that one do a different room. I also purchased the extended warranty protection plan. After a year and not receiving any help one surround speaker stop working. My Mother has the same system so after testing all speakers I determined that the right surround speaker does not work. I sent sony the speaker with a memo of what the problem was and they sent the same defective speaker back to me and stated that they could not help me. The system I purchased was the [redacted]Desired Settlement: I desire for sony to replace my right surround speaker

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 agreed to cover the repair at no cost. The unit is at our service center now.

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 will be resolved when I receive my system.

Sincerely,

Review: Purchased laptop 10/2012 told I cud get it fixed or refunded through sony since bought it throuw [redacted]. Ive done numerous chats online and no luck ive also calledcst serv numerous times told no wait and been online for hours waiting and have to hang upDesired Settlement: Refund of $600 or product exchange if could get better model even better

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE14112FXP. Sony has

contacted [redacted] and we have repaired the computer under warranty.

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: I purchased a charger for a PS Vita in July. It worked for 2 days and was then defective. I tried to return the defective charger but since the PSVITA was a year old, Sony won't refund my money for a charger I purchased 2 weeks ago.Desired Settlement: My order number is [redacted] and I just want my money back for the defective product they sold me.

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

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. Sony went above and beyond what I would have expected them to do by replacing defective product by extending the warranty.

Sincerely,

I had purchased a sony TV at the BX on base 16 months ago and it no longer works. Sony is usually trustworthy and excellent with customer service. I guess times have changed. I had a chat online and with someone over the phone and both times all they could say is unplug it and plug it back in. It came with a one year warranty but usually with sony I dont have to worry. They are doing nothing to resolve the issue and apparently online there are thousands of others who this has happened to within 2 years of purchase. I have the conversation saved and will send just in case. I would like a refund so I can buy a different brand TV if this is how they conduct business with their loyal customers.

The conversation is as follows:

Review: To whom it may concern,

On November [redacted], 2013 I went to a [redacted] store at [redacted], and bought my son a Chat headset. My son is 13 years old he's an only child and takes very good care of his electronics. My son told me he could no longer talk through his headsets. I looked at the warranty, it gave me website, [redacted]. I called [redacted] to ask about a replacement or a refund, they told me to call sony. One august [redacted] I called sony and gave them the name of the headset the serial number off it and they looked the item up and told me to print out the mailing lable they emailed me, and emait the product to them, they recieved the item on August [redacted], 2014, On August [redacted], 2014 I called sony to inquire about the headset, I wanted to know if they recieved it, would they honor the warranty or what was going on. I was told I needed to call [redacted] corporate offices and have them send proof of purchase to sony, I did that on 8/** 2014 at 12:03 in the afternoon. A [redacted], sent proof of purchase ot sony while I was on the phone with her. On 8[redacted]/2014 I called sony and talk to [redacted] he said he was a [redacted], he told me they recieved the item but they still had not recieved proof of purchase from [redacted], Of course I called [redacted] again. To make a really long story short I would like to give a list of all Sony [redacted]'s and employee's I talk to, at sony with the times and dates of each call. On August [redacted], 2014 I talked with [redacted], who told me to give it another week, because the service center would be the one's who would have to contact me. On September [redacted], 2014 I Talked to [redacted] who told me as of this day we still have not recieved your proof of purchase. On September [redacted], 2014 I talk to [redacted] who said she was a [redacted] at 11:00 am who gave me a [redacted] email address and told me thats where I needed to go to see about my sons head set, of course I got no help there, on that same day I talk to [redacted] at 11:26 am who transferred me to [redacted] who said she was a [redacted] but could not help me. At this point all I wanted to know was why the warranty was not being taken care of , why was this huge company with all these staff members so incompetent and unable to take care of the needs of one customer who had proven over and over again that I had purchase the item from [redacted] and I constantly told them that its not easy getting my son the things he wants, but he deserved this chat headset, he has a playstation 3 and a Kindle fire he takes care of his things and he gets them when I can afford them and I can't afford another headset. At this point i'm drained and can no longer hold on the phone or even talk for that matter I had explained myself so much. On September [redacted], 2014 I called sony yet again at 10:42am and talk to nene who transferred me a [redacted] at my request who said his name was [redacted], who told me that they had the reciept from [redacted] but the item was not on the reciept, I thought i'd just die, at this point i'm sick, I hung up the phone and called sony again on September [redacted], 2014 and talked to [redacted] who said he was a [redacted], he assured me that my son's chat headset would be mailed to me in 24 to 48 hours. I said okay. I called [redacted] and told them the problem I was having, A young man named [redacted] at [redacted] was like and angel rescuing me from hell, he told me [redacted] I don't why sony would even give you the run around for almost two months on an item that they can't fix, sony is not even the manufacturer of this item your talking about you should have been guided to [redacted] At this time i'm crying , the young man really talked well to me and gave me another Acct# to use when calling about my sons headset, he said when I recieve them form sony to call them back and they would see to them getting fixed. After sony's incompetence for two months I called them yet again on October [redacted], 2014 and asked them when would I get my son's chat headset back its been almost three months now, she told me, and you probably won't believe this but she told me it should be another week. I talk to [redacted] and [redacted] at 11:20 am, on October [redacted], 2014 and let them know that my warranty would be up November [redacted], 2014 they did not seem to care. I wanted to tell somebody who I thought just may care. I do not have a lot of money and my son is a very good kid, and when I can I try to give him something that otherwise we couldn't get. Sony gave me this case # [redacted] three months ago and I have yet to my son's headsets back. I can't afford to let them have them. I can't buy them again.

Thank youDesired Settlement: I hope that someone in your organization will read this and help me, I did not tell half of what i've gone through with this but i'm just to drain to tell the rest.

thank you

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office recieved from [redacted] regarding her Playstation Headset. Sony has already re-directed this customer to the correct department for better assistance.

If you have any questions or 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,

[redacted] I don't know who wrote or type this but I did not and my problem has not been solved,

This is from [redacted] 10/**/2014

Review: I purchased a phone via a third party retailer. Within 6 months, the phone began to show indications of manufacturing defects, specifically a weakening of the glue which attaches the screen to the body of the phone. Days later, half the screen had come loose, and the pressure exerted on the screen caused a crack. After speaking on the phone with customer support, I was told the issue would be covered by warranty. After sending the phone to the repair center, however, the story changed and I was told the issue was not indeed covered, because any screen damage is presumed to be caused by impact, and not covered by warranty. I sent several follow up emails and follow up calls with proof of the cause of damage to no avail. Calls to the service center received no follow up, emails were unreturned. The first contact with the company was on 10/**/2015. Finally, on 1/**/2016 after skirting of my attempts to appeal the company's claim, I gave the company a go-ahead to complete the repair out-of-warranty for cost, simply to put an end to the issue. Instead, a glitch caused the phone to be returned to me disassembled and unrepaired. At this point I decided to call off a repair from Sony, and planned to bring it to a local unaffiliated repair center instead. However, I found out that the phone was not only returned disassembled, but missing all of the screws which hold the phone screen to the body. I contacted Sony three times by phone to request that these missing parts be returned. In each case, I was told that "the case will be escalated" and advised to wait 1-2 business days for a response. In each case, no response ever came. I only request, at this point, to receive the missing parts - inexpensive screws - that were lost by the service center while my phone was in their custody.Desired Settlement: I only ask at this point that Sony returns to me the screws that the service department lost while my phone was in their possession. I do not believe that this excuses the lack of reasonable customer service I have been subjected to from October through March, or the personal time I have wasted in trying to right this wrong. But, at the very least, I am owed a full return of the product I sent to Sony for assessment, which includes the missing parts.

Business

Response:

We are sorry to read that this consumer has had difficulty having his phone repaired. Sony would like to offer a courtesy repair at no charge as long as there is no additional damage is noted to the phone. Our contact center will be reaching out to this consumer shortly to make the arrangements and will provide a courtesy return shipping label.

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 received a response to my complaint from the company offering to provide repair of a defective product and claiming that I would be contacted to make arrangements. After a week, I still have not been contacted.Thanks,[redacted]