Sony Corporation of America

Review: May [redacted]: Purchased Sony a7R Full Frame Mirrorless Camera on sony.com. Got an email confirmation for successful purchase right after the order is made. (Order number: [redacted])

May[redacted] - June [redacted]: Order status went from "processing" to "backordered"

June [redacted] - Received an email saying "We have canceled your order/item(s) due to item unavailability.

On occasion, popular items sell out before we can fulfill all orders. We're very sorry for the inconvenience."Desired Settlement: Deliver what has been purchased instead of canceling the order at Sony's own will. It's a different case if it's backordered and customers have to wait. But canceling the order with an ambiguous emails is totally irresponsible.

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 glass on my xperia z ultra spontaneously shattered after less than 2 months of use, which I discovered is a common problem with a simple [redacted] search. The phone was in a case full time and was never dropped. Spoke with an agent and returned the phone under warranty. Sony promptly returned to me saying it was not repairable claiming the phone has a bent "unity" which appears to be the charging port based on Sony's explanation. If the "unity" is bent, it came from the factory that way. The charger never fit correctly.

Sony has not communicated with me about the warranty in an manner other than to return the phone in its defective condition.Desired Settlement: I would like a refund for my purchase price. The phone is clearly defective, the problem is common and Sony has refused to repair or replace the phone under their alleged manufacturers warranty.

Business

Response:

The cracked screen was not caused by a product defect. The repair center notes indicate the phone was bent which lead to the damage to the screen and main board inside of the phone. This kind of damage is not covered under the Sony Mobile warranty. This phone cannot be repaired and will not be replaced. We have attached images of the cracked screen.

Consumer

Response:

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

The response provides the same untruths as the package in which they returned my defective device to me.

I sent this email to the main Revdex.com email address last night:

I just read Sony's response to my complaint which has no additional information than the basic printout which they included in the box where they returned the defective device. Sony did not so much as call to discuss the status of the phone after they received it. The phone was faithfully kept in a protective case with a screen protector for the duration of its less than 60 days of use. Any "bend" in the device was caused by Sony's mishandling while in their care or the defective glass utilized in the manufacturing of the phone. The screen spontaneously shattered (a common problem based on a [redacted] search) and yet Sony is being absolutely inflexible in any effort to make this situation right.

Review: I had a SONY DASH. I could not log in my [redacted] account with it a couple ago. It is probably only useful thing for this device. Other wise it is just a expensive clock. I contacted the customer service about this. I was directed to contact some engineer and promised to find a solution for me. My case reference number is [redacted]. Somehow no one continue to help me. When I called customer service again the agent let me to start from step 1.Desired Settlement: Please made it work or replace it with a functional one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Personal Internet Viewe[redacted] We spoke with the customer on June **, 2014 and offered product specialist assistance so that so that troubleshooting and minor diagnostics can be performed and determine his applicable service options. Customer said he is not with his unit and he will just call back if he needs futher assistance with the 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was told that I would be given Tier 2 service. I told them that I was in that service last time and it won't work. Basically the problem is in Sony Dash server side. I have followed with one of the Sony engineer to reset my Sony Dash to factory default and reboot multiple times in last Tier 2 attempts. None of them is working. I can send the device back to Sony and they can debug with it or send me one that could work. I just need to sign in my [redacted] account. I can do this with my Play station 3 and PCs.

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]

This response is same as last one. I have stated that I could not get the letter you asked for. I don't why it is important. Is there any alternative?

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Review: Sony has sold me a defective laptop and will not fix it or replace it. It is defective because the laptop seems to restart randomly after small pixels appear at random spots on the screen. Neither I nor has anyone else has experienced this with their laptop, so I am sure it is a defect due to the fan or video card or something. I have contacted Sony for help two years ago, but they were completely unhelpful and did not send me a box as they promised they would. In the meanwhile, I got my laptop repaired at a laptop repair center, but the problem arose again. I really need my laptop as it is vital to my job search, but I cannot afford to pay to get the motherboard and screen replaced as well as do diagnostics as to why the screen acts weird and the laptop restarts randomly.Desired Settlement: I would like my laptop to be repaired for free (I don't mind paying no more than $100 to repair the screen) or replaced for free. I need the same exact laptop, or worst case scenario, a laptop with identical features.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony VPCF1390X. We have referred the customer to Sony's Preferred Partner, [redacted] GeekSquad for service. We have advised the customer that 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, [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]

They still aren't offering to repair or replace my laptop, which is what I want. Again, Sony made a defect laptop, they need to repair it or replace it at their expense, not mine. It won't be solved until they replace or repair my laptop or at the very least, send me a new motherboard and/or video card or motherboard and/or video card in an excellent condition. Sony has provided horrible service and has not helped me out in the past. They need to do something.

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:They will not pay for repairing my laptop, replacing the laptop, or sending me a free motherboard or video card. Again, given the fact that Sony made a defected product and has not helped me despite my requests years ago, they owe me a free repair, replacement, or free motherboard or video card. Poor customer service and poor product make this Sony's fault, and I expect compensation. I am borrowing another Vaio as I have no choice, and it is performing far better than VPCF1390x.

Sincerely,

Milap Javeri

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony VPCF1390X. 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.Thank you, [redacted]

Review: I recently purchased a Sony Bravia 70" TV from [redacted] on May **, 2014. Around June **, 2014 one of the HDMI ports quit working on the television. We contacted [redacted] to see if they could fix the television, but they told me that since the television was under the manufacturer's warranty for the first year that I would have to go through Sony. I contacted Sony and they said that they would replace the whole TV. After waiting for about a month, there was still no TV. I called Sony back and they said that they were still processing the TV. I called back for the next 3 weeks because there was still no TV. Finally the third party that Sony got to bring the new TV out, came on Friday August **, 2014. I noticed a huge dent in the new box, and wouldn't you know it that screen on the new TV didn't work. They go to put the old TV, that didn't have the working HDMI, back up on the TV stand, and I see that they smashed the upper right corner of our TV. This must have happened when they initially set it down so they had room to put the new TV up. I was extremely frustrated that it took roughly 7 weeks to get a new TV, only to find out that it didn't work and I am now stuck with a smashed screen until they can get a new TV out here. I called Sony Monday August **, 2014 and told them what happened. They said that after filing our complaint that we would get a call within 24 hours once they figure out how to resolve our problem. I did not get a call back. Still frustrated, I called Sony back on August **, 2014 and they say they are still trying to resolve the issue. Not only have I tried talking to the customer service department, but I have sent emails to their managers about our problems and I have never gotten a response. I have asked if I could get a return authorization from them but they say it's not their process. I fear that I may have to wait up to another 7 weeks before I get a new TV. If they gave me the return authorization, I could return the damaged TV to [redacted] and pick up a new working TV.Desired Settlement: I would like to return the Sony TV in a timely manner; I no longer want this brand of TV.

Business

Response:

RE: [redacted] Case: [redacted]

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL70W850B. Sony has contacted this customer and offered him a brand new TV of the same model that we will be swapping out with the defective one, customer has agreed to another replacement. The order was processed today 08/**/2014, will be available w/in 5-7 business days. Customer just needs to wait for the delivery.

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

Review: Based upon my input of accurate 7/**/13 purchase date, the 2/**/14 online Repair Request Form, event ID [redacted], said cost of repair for nonfunctioning Walkman DEJ011 would be $1.04 AND they would send me a $6.00 UPS label for shipping to Laredo Exchange Center. Never got the UPS label despite phone request 2/**/14, so 2/**/14 spent $13.65 to ship by FedEx. Heard nothing AND got no info from online "check status" site, so did online chat 3/**/14 who gave me phone # and was told by "[redacted]" I should receive replacement 3/[redacted]/14 WITH NO MENTION OF ADDITIONAL CHARGES. 3/**/14 received a REFURBISHED Walkman AND was charged $30.16 for it!!! Had I been told I could get a refurbished unit for $43.81 ($13.65 + $30.16) OR a new one for about $5 more, I would have said forget repair/replacement -- but was not given the choice. 3/**/14 spoke to both "[redacted]" and "[redacted]" and was told Sony online repair site COULD NOT have told me only a $1.04 charge, even though I have copies, so TOUGH LUCK!Desired Settlement: Refund of $30.16 charge, since I was not given accurate info of cost to repair/replace and thus no opportunity to decline refurbished unit.

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 DEJ011. Sony has contacted this customer and Sony will refund the customer the $30.16. The customer should receive the check in about 4 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 find that this resolution is satisfactory to me and the matter has been resolved, assuming I receive the check promised to me.

Sincerely,

Review: I bought a sony bravia tv model [redacted] on nov [redacted] 2011. I spent over 1600.00 dollars to get this brand tv, hoping it would last a long time being from a middle class family. It hasn't even been two and a half years, and this month it stopped working. Without knowledge of expired warranty with [redacted], we asked to repair this tv, hoping it is going to be a small problem. But, per [redacted], the panel and probability of power supply to be replaced, it is going to cost us more than 1200.00 plus service charge. We trusted the brand name for quality. Now, we feel we got betrayed under a brand name. After several calls to Sony's customer service, every time on hold for more than 40 minutes, today, we were told they will only give us a 15 percent coupon to use to buy another tv or sony product. In this case, we feel you are the best way to get the right answer.Desired Settlement: According to the repair associate, even if I get the repair done, the parts I receive will be REFURBISHED from Sony with only a 30 day warranty, meaning they can not guarantee that the tv is going to last longer and there is a possibility of it failing to work in as little as two months. This means that after paying for refurbished parts that total a completely new tv, I can still have it fail to function in very little time. After searching online, we have found that this is not the first time Sony has neglected its customers. As a result, being a brand name sufferer, we want you to understand our problem, and offer us justice for the problem we are facing.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL55NX720. We spoke with the customer on June **, 2014 and explained that Sony will not be able cover the repair or replacement as the unit is already out of warranty. Sony acknowledges his situation and appreciates his loyalty to the brand, so he was offered a 15percent discount towards a new purchase as a good will gesture from Sony. The customer refused the offer and stated that he will file a complaint again.

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 the offer, but we can not accept it, it is insufficient.

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

Sincerely,

Sony Playstation Support = [redacted]

The worst customer service I have ever received, still waiting for them to fix their own mistakes.

I purchased a PS4 on launch as well as the extended warranty online. In the first year I had to send the console in for repair because it was automatically ejecting discs. I contacted their support team and they shipped me out a box the next day. I got it sent off to them and they ended up fixing it and getting it back to me in the same week. I was actually a very pleasant experience.

Then came the second instance. A few months later I started experiencing some power issues where the console was not able to remain on for more than a couple of minutes and artifacts were appearing on the screen. I reached out to Sony to open a case but they were unable to find my extended warranty (purchased through their online store, tied to my ID which they require when opening a case). So after about an hour and a half we got that sorted and the case set up. They told me a box was on its way and it would be about 7 business days (totally cool). I got the box, included my receipt and shipping it off.

A few weeks went by and I had not received any update from Sony. I decided to chat in one night (I saved all of my chats, have about 11 of them) to get an update and I was told that they were waiting for payment for service as the console was out of warranty. I was shocked because I had just spent so much time getting the warranty status fixed with another rep so I asked for more info, I was directed towards calling in to phone support as their "specials" would be able to offer up more info.

I call up their support person and was being fed the same info as I was on chats, I ended up escalating to a managers manager and got a little more info out of him. Apparently their service centre (not the same as the support centre) deemed my system out of warranty because warranty stickers had been removed, what they also mentioned is that there were no photos attached to the repair (something they are supposed to do in all cases where they claim this is the case).

I was quite upset at this point as I was being told that a repair would not be done unless I paid the service centre 220.00 for a repair that should be covered by the extended warranty I had purchased through them. I pressed about the warranty stickers and mentioned that it is odd that someone who has another two years of coverage to willingly remove and void those stickers and then send the console in to be repaired. The rep agreed with me and assured me that the service centre must have made a mistake (since again, there were no photos added proving that they were removed). The rep took some more notes about the fact that the console had previously been in for repair before and that the repair was done quite speedily and that it was far more likely that the warranty stickers were forgotten when the service centre was re-assembling the console than me knowingly removing them and shipping the console off for repair.

The rep made notes that the service centre was to proceed with the repair as it was in warranty and that they should flip the warranty status back to in warranty covered under the Playstation Protection Plan. We finished our chat and he gave me a new case number so that I could track the changes. He also mentioned he would be following up with corporate office about the experience at the service centre.

A few days late I received a phone call from the service centre asking about payment and that if it was not paid the console would be shipped back in 10 days. I got back on the phone with them and called up the case number I was recently given to see what was going on. I was assured by the rep that the console was not being sent back and that the manager had reached out to tell the repair centre to proceed with the repair as an in warranty repair. Feeling a little better about this I hung up.

A week later, still no word. I call back in for more info after a few unsuccessful chat attempts (having to re-explain the situation every time). I get through to someone who regurgitates the same nonsense that I have been hearing since the beginning, that the service centre has deemed it out of warranty and would not be completing the repair unless paid for. I also learned that the service centres decisions supersedes the decisions of the support centre and that there is no way for a consumer to contact the service centre or corporate for that matter (something I requested to do countless times).

Frustrated, I reach out to Playstation on Twitter (about 46 tweets, no responses, also reached out to the CEO to no avail).

A week later I received a notice at my house that a parcel was ready to be picked up. I went to go get it and opened it right away to see what was inside, it was my PS4 with a note saying that they did not fix it because it was deemed out of warranty due to the stickers being removed.

Looking at the console it appeared that the stickers WERE attached. I called up Sony right away to find out why I was now holding my console that was not repaired when I was assured that it would not be shipped back to me until the head office had a chance to review the notes the service centre had made. The first rep I spoke to was useless and attempted to tell me that my console was actually purchased before I purchased it and that they did not support resold consoles (claimed to be reading the most recent notes by corporate). I quickly escalated to his manager who was able to look into things a little deeper and it became apparent that they had set the console to be shipped out before the notes to proceed with the repair were read so they were not acted on.

I accepted that but asked about the warranty stickers on the machine, if I *had* removed them and that truly was the reason they denied the repair, then why did they bother replacing them and shipping me back my console with the stickers attached. He agreed it made no sense and that they likely buggered the repair in the first place. He set me up with someone who could open up a new case for me since I would need to now send the console BACK to them to be fixed for the issue that it was sent to them a full month before to get resolved.

He also had me take several photos of the console showing the stickers being attached as well as the documentation they sent back with the console stating the stickers were removed so that they could not make the same claim, he attached these to the repair case. I hung up the phone feeling pretty good, it took a month but they were finally going to fix the issue I had to send it in for (they did not come right out and admit they were wrong but it's a start).

A week goes by, no shipping box, no mention of tracking number. I call in, asking about where the box is, am told that it can sometimes take a little longer for the shipping company to get the box sent out. I buy it and hang up, letting them know I am a little unhappy with how long this has taken already.

A few days go by, nothing. So I hop back on the phone and lose my cool while expressing how I am now out a month and a half of coverage (my extended warranty) and still not able to use the console because of the constant ball dropping on their end. The rep sides with me and agrees that this is unacceptable. Looks into the case and confirms my fears, they never actually shipped me a box when the second repair was created.

She opens up a new request to have a box sent to me.

It has been 4 days ..... still no box, no apology, no replies on [redacted], no reach-out from corporate, no contact info offered, no compensation offered, no retention, no resolution, no offer to expedite the process or shipping, no assurances that the repair centre WILL actually fix it this time, no hope in sight.

I am currently out a month and a half of an extended warranty that I paid for and by the end of this I expect that to be almost 2 and a half months

The absolute worst customer experience I have ever received. I am sure glad the warranty service is for an additional 2 years, it will likely take them that long to get this resolved.

Should have bought and Xbox...

Review: I purchased a blu Ray player from [redacted], this was a Sony product. The seller was circuit city thru [redacted] online. This blu Ray was purchased November [redacted] of 2013. It had a one year manufacturers warranty. I used it twice and then it stopped working. I called [redacted] who told me I had to contact [redacted] who then told me to contact Sony as it was there product. I called them and opened a case. At that time in was sept [redacted] 2014, I was told they would replace if I shipped it back. The item was shipped thru [redacted] with a Sony provided shipping label. This was shipped to [redacted] office in [redacted]. It was received on October **,2014. Since then I have called them 4-6 times with no assistance. They either tell me they can't find the tracking number or that they can't help me and that I will have a replacement in 7-10 days. I've been told that twice, I've asked for a supervisor several times and each time they say they have no supervisor. I called [redacted] twice and they finally told [redacted] 2 weeks ago or more that they were needing my address which [redacted] gave them and they told [redacted] that I would have my new blu Ray player in again 7-10 days. I called to find out from Sony the tracking number and the status of my replacement, they then told me it hadn't been shipped yet, that was last Friday. Sony then called me today and left a message that they could not send me a replacement as they didn't have any. I called and told them I wanted a refund or a replacement, they would not help me. I paid 58.29 for this player as it was on sale at the time.Desired Settlement: I want a new blu Ray plsyer with the same features as the one I sent them back and for all the countless hours I've spent on the phone with them and all the trouble and lies they have told me I also want a full refund and a letter of apology from the president of sony

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her BDPS3100. Sony has talked to customer about the unit today and verified she received it last Friday. We sent her a brand new BDPS3100. If you have any questions or require additional information, please feel free to contact me at *

[redacted] Sincerely, [redacted]

Review: I logged in to make a purchase on Sony's website as a "guest" and then created a "user profile" after the order as suggested by the website steps. I then tried to go in to cancel the order immediately, but the order did not show up under my account even though I had an actual order number. I could not reach a Sony representative by phone to cancel the order immediately due to customer call times. I called the next morning as soon as they were taking calls and spoke with 3 very rude customer service individuals--one who was particularly rude & was told that the order was already in shipping so they couldn't cancel it. This after one over night--& on a Sunday--hard to believe they couldn't cancel it! So, I then asked for a prepaid mailing tag in order to return the product at no cost to me--because I tried to follow Sony's cancellation steps--both online & on the phone, but was not able to get the agents help in cancelling the order. I was told they would not offer a pre-paid return label unless the product was defective. I found the whole incident dishonest, and the customer service beyond need of repair. Sony makes an excellent product--but I will think twice before ever ordering a Sony product again & will tell family and friends to do the same--If Sony is unwilling to put better customer service tactics into place.Desired Settlement: refund & postage paid (by Sony) return authorization

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about the Sony DSCW730/L. According to FedEx website, the tracking #[redacted] shows that the camera is already in transit with estimated delivery date on 11/*/2014. We were able to discuss this matter with the customer, [redacted] agreed to accept the delivery and just ship it back to Sony. The customer will call Sony Store customer care team to request an authorization label.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:

Sony is ABSOLUTELY LYING that they contacted me and that I agreed to pay for shipping of the product back at my expense. This never happened. I never agreed to this--and in fact tried to return their call to me, but was routed to about 4 different individuals all giving me the run around and at first refusing to even issue an RMA at all and then they proceeded to tell me that my request for a pre-paid mailing envelope has been denied.

Sincerely,

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Digital Still Camera DSCW730/L. Sony has contacted this customer multiple times but to no avail, we reached her voice mail box. We left her messages. Sony will reimburse the customers shipping cost in case she already ship it back. She will just need to send us the copy of the receipt. If you have any questions or require additional information, please feel free to contact me at ###-###-####Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Though I still think Sony has the poorest customer service of any corporation I have ever worked for--and I will never do business with them again & shall let my influence of family & friends know my opinion on the subject.

Sincerely,

Review: I shipped my VAIO laptop to their [redacted] repair facility on April [redacted] for a whining fan and a cracked LCD screen. I called on April ** to inquire when it would be completed. Was advised April **. Didn't receive laptop in the mail until April **. When I did receive the laptop the fan was fixed, but the screen was still cracked, and they had completely erased the hard drive. There was absolutely no reason for them to erase my hard drive. I called their warranty center as well as their servicing customer service line. The servicing customer service line's hours are from noon to 7pm ET. I called four times between 6-7 but there was no answer. I had to try again the next day. The agent was not at all helpful and said to get a refund I had to contact the warranty service center. I called them and they told me I had to contact Sony's 800 number. Nobody was even remotely helpful. I called on April [redacted] to ask for a rework. I still have yet to receive the shipping box to send it back to Texas for repair. So far it has been 30 days and my laptop isn't even close to being fixed.Desired Settlement: I want a refund of my warranty policy ($330.00). My laptop will have been out of my possession for a minimum of 35 days at this point for a simple fan cleaning and lcd screen repair. My laptop is my only source of entertainment in my home.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVF1521JCXB. This unit was sent to the Sony Service Facility for repair. However, our technician found that unit has physical damage. We spoke with the customer today and informed her that physical damage issues are not covered by the manufacturer’s warranty. The customer declined to pay for the repair estimate and refused to continue with the repair. The unit will be returned back to the customer “as is.”

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

Review: The Rescue/Recover error code on my sony vaio, which I ran after it wouldnt boot up, indicated that there was a hard drive failure. I called Sony on 3/* about getting it repaired. I was told by [redacted] that we would need to run thru the Rescue/Recover over the phone to determine if the machine needed to be sent in. The charge was $49+tax, which he said if it turned out to be a hardware problem, the 49 would be applied to any future repairs. I started running the R/R, which [redacted] then told me if it failed to call back using Event #[redacted] to initiate sending the machine to Sony. The R/R failed and I called back and spoke to [redacted]. who initiated the return and confirmed there would be a min $99 diagnostic fee which would have the $50 applied to it. When I received my estimate, a) the $50 was not reflected b) was told that cosmetic items (cracked case which happened a year ago and had nothing to do with the performance of the PC) would also need to be addressed before they could install the new Hard drive. Total estimate was more than the original cost of PC. I tried to call and question the 2 items and asked for a supervisor when I was not satisfied with the responses, but was told a) you have to do all or nothing b) I will not fwd you to a superviser c) one agent actually lied and said that the 50 was taken into account and upon additional questioning, admitted it hadnt. I called back on 5 different numbers to try and speak to a customer service rep, but in all cases, was not sent to to them. I searched the internet for alternate numbers, but none got me thru. I believe that a) the $50 should have been applied as presented by both agents b) I as the consumer should be allowed to only fix what was originally requested (new hard drive installation)Desired Settlement: a) the original $50 applied

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEB3QFX/WI. Sony has contacted this customer and provided him a refund of $49.99 for the Diagnostic Fees he paid for; this processed and authorized on April **, 2014.

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

Review: Event ID: [redacted] Notification: [redacted]In early August, I contacted Sony about a damaged camera (broken screen) and was instructed to send it to the Sony Service Center in [redacted]. On September *, I received the camera back via [redacted] Ground. I opened the box and removed the screen shipping protector (a small piece of film) and noticed a tremendous number of scratches. I immediately reviewed the service order which indicates they replaced the entire LCD module. I contacted Sony immediately and spoke with [redacted] who requested I send by email a number of pictures clearly showing the damage as well as the box itself and explained I would receive a call within 24 to 48 hours to discuss my issue. I waited 1 week and received no response from Sony and called and spoke with [redacted] again. [redacted] indicated the claim was under review and I should hear something by the end of the week. A second week went by and I contacted Sony again on September ** and spoke with [redacted] once again who stated my claim had been approved and that I should be getting a call back within a day or two as to the camera model Sony I could expect to receive.I called Sony again on Friday, September ** and spoke with [redacted] stated no one had ever reviewed my claim and that [redacted] had yet to reply regarding the shipping damage. I explained the [redacted] that the damage was quite obviously not caused by [redacted] but rather inside the Sony Repair Center. [redacted] stated he would escalate my call to a [redacted] and someone would return my call within 24 to 48 hours. When I explained this was no longer acceptable as I'm tired of broken promises and wished to speak to a [redacted] refused and stated Sony's policy is for [redacted]s to return calls. I explained that due to Sony's incompetence, I was unable to use my camera for 2 family events and was very angry and would be contacting both the credit card company and Revdex.com if he continued to refuse to let me to speak with a [redacted].Desired Settlement: I either expect my camera to be repaired AT SONY'S EXPENSE or to be replaced with a like or better unit. I expect Sony to pay for all shipping charges to and from their location and expect Sony to resolve this matter in a quick and timely manner..

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DSCHX10V.

Sony has contacted the customer and we already discussed procedures and possible solution to issue.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Sony phoned on Monday, September [redacted] and asked that I return their call. This was done about 30 minutes after receipt of the call. The lady had no idea why I was calling and said that the matter was being handled by another department and all she could tell me was the matter was being looked into.

On Thursday, September ** I again was contacted by Sony and was asked to be patient as the matter was being looked into. When I asked when I could expect to hear something about this again, the lady stated it would be at least another week or maybe two. I told her that was unacceptable as we were now nearing one month. The lady stated that is not how Sony works and I would need to be patient.

After explaining my side, the lady offered to issue a pre-paid label and work order for repair of the camera but would require a credit card as a guarantee for work/service provided. I refused and explained that I already paid for my repair and am not satisfied with the work done as the unit I received has a severely scratched screen.

Sony issued a pre-paid [redacted] Label this morning in order to return the camera to them for repair but also stated int heir email that the service center needs to reevaluate the camera and shipping container in order to ensure it was not the delivery companies fault and determine if the camera is damaged beyond repair.

Until such time as I have a working undamaged camera in my hands, I can not consider this matter as a resolved. Sony has been given the benefit of the doubt time after time and I no longer have any trust in anything they say and believe closing this complaint early would be a mistake..

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 Cybershot camera. Sony has contacted this customer and was advised per our customer relations department that the unit will be repaired. We apologized to the customer about the delay in service and informed him taht our service facilty will do their best to have the service completed ASAP.

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

Consumer

Response:

in reference to complaint ID [redacted], Sony Repair returned my camera on Monday, October **. According to their work order, the outer housing has been replaced and this appears to have been the case as the lcd screen is no longer scratched.

The camera itself appears to be in proper working order and as such will consider this matter as resolved.

However, I would like to add that this repair took over 2 months from the time this camera was initially sent in and 6 weeks from the date Sony was first notified about the damage which occurred within their facility.

Sincerely,

Review: Dear Revdex.com,

This letter is to complain about the service that I have received from Sony Electronics customer service. I am a full time college student in Tacoma, Washington and on February 2014 my Sony Vaio laptop broke down. It was purchased new in spring 2012. I have dealt with several Sony service representatives since Feb 2014, and all to little avail.

My computer, a Sony Vaio VPCSB, was taken into repair at the Sony store ([redacted]) in Seattle on Feb. [redacted], 2014. Representative [redacted], no last name given, told me that it would take 3 weeks to repair and he offered me another computer that I could rent in the meantime. Upon receiving my own computer and returning the rental computer, I would have all of my money returned to me. I then paid $1,073.07 as refundable deposit on a loaner laptop.

Information from the service authorization form:

Event ID: [redacted]

Checked in by: [redacted]

Store #: **

Date: 2/*/14

Model (computer): VPCSB31FX

Serial number: [redacted] Service tag: [redacted]

Description of issue:

Disk drive not working, hard drive not working

I called Sony store #** in Seattle on:

[redacted] March – at end of 3 weeks, had not heard anything about the computer, the computer had arrived at the repair shop.

[redacted] March – Sony Store #** patched me through to repair people. They were still doing diagnostics

[redacted] April – Sony Store #** patched me through to repair people. They were still doing diagnostics

I received a call on [redacted] March about the computer being ready and that it was waiting to be shipped back to me

I received a call on [redacted] May from Fedex – they had been trying to get a hold of me, but had the wrong number of which I did not write down.

I had asked Sony repair to ship the computer to their Seattle store #**, as I needed to return the rental computer. I was not informed that the store was in the process of closing down, and therefore had to be picked up by myself at Fedex Seattle offices. If I had been informed of this in advance by Sony I would have then had it shipped closer to me (I live in Tacoma, not Seattle, and don’t have a car so am dependent on family friends to drive me). After several hours on the phone with Fedex and Sony, the computer was finally delivered to my friend’s house around May [redacted], 2014.

I then called Sony US HQ ###-###-####) number since the #** store in Seattle was closed down, and was I told to ship the rental computer to Sony Laredo ([redacted]) and they would work on getting my deposit money back. I had sent an email on May [redacted] 2014 of the receipt of which [redacted] had written about the money being restored to me.

Once I got my computer back, I sent the rental computer back to Sony Laredo (MAY 2014) and Sony said they would work on giving the deposit back. In June, I called as I had not seen the money credited to my bank account. Sony told me that the money had to be in form of a check, and that they could not have it sent overseas (I was living and working in Norway for the summer school break), so I gave them the address of our close family friend in Seattle. Only then, did they state that they were starting the 6 week process of returning the deposit.

Following this:

I called Sony on 09/**/14 (###-###-####) - They told me to send an email to [redacted] - NO REPLY RECEIVED

Called Sony on 09/**/14 - (###-###-####) (###-###-####) The person said that they have expedited the case and someone will call within 2 business days - NO CALL

I called again on 09/**/14 – (###-###-####) They told me to send the email again because it did not go through. (Talked to representative [redacted], no last name given).

I called again on 09/**/14 – (###-###-####) And was told that [redacted] would only contact me when they had a solution.

I called again on 09/**/14 – (###-###-####) Talked to representative [redacted] (no last name given) who said that all the expediting that could be done was done, but that he would have someone from the [redacted] respond by the end of the day. NO CALL RECEIVED

Apart from the now very extended delay in receiving the refund on my temporary laptop I am concerned that Sony have at any time, and are not, holding up to their many stated promises of calling or back or emailing me back .

I am writing to you because I have still not received the refund of temporary laptop rental deposit from Sony USA ($1,073.07 Paid to Sony Seattle #** store on 02/**/12 and am beginning to despair that no one at Sony US HQ has any interest in seeing this matter to closure.

I would thus be most grateful if Revdex.com might be able to lend any assistance in this case.

Kind Regards, [redacted]Desired Settlement: Apologize profusely. Hold up to their stated promises. Have a routine of replying to say the email was received and that they are working on the case.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her refund for the Sony computer loaner SVT1511ACXS.

Sony has talked to the customer and we already discussed the issue and advised her that the refund is now processed and will take 4 to 6 weeks for her to receive. The customer understood. She may use the event number [redacted] as reference.

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 is being resolved.

Sincerely,

Review: My son (a minor) purchased headphones from Sony. He also purchased an extended warranty (below) guaranteeing replacement in the event of malfunction. The headphones malfunctioned and he mailed them in to the Sony Service center in Texas in June, 2014. He has called them all summer and each time they said they were about to mail a replacement set of headphones and he would receive them in a few days. I called twice this week to follow up on the status (week of August **, 2014) and was told twice (most recently today, August **, 2014) that they are about to mail a replacement set and I would receive them in a few days. As per the phone conversation on Monday I should have received them yesterday. They did not arrive. They said the same thing when I called today. They said they would have a supervisor call me back and no one has called.At no point has any Sony employee challenged the validity of the warranty. Today the employee said this is Sony's fault and they need to change their system.The warranty (I had to remove some identifying info because the Revdex.com system would not accept it -- seemed to think the #s were credit card numbers:[redacted]6/**/2013Dear Valued Customer,We would like to thank you for purchasing a Sony Protection PLUS plan. A contract is now in place, and registration has been completed based on the information shown above for your extended service plan coverage.Below we have included the contract information and the Terms and Conditions, which will provide you with detailed information about your Extended Service Plan coverage.Confirmation Number: Model Number: MDRX10/ REDExtended Service Plan SKU: PPSP E2X02Extended Service Plan Description: 2 Yr Protection PlanPlan start date: 06/**/2013Plan end date: 06/**/2015If you have any questions, please feel free to contact us at ###-###-####, Monday ? Friday, 5:00 a.m. ? 9:00 p.m. PT, Saturday - Sunday, 6:00 a.m. - 5:00 p.m. PT.Thank you once again for your purchase, and we hope you have a wonderful experience with your product and the Protection PLUS Plan.Sincerely,The Sony Protection PLUS TeamProtection PLUS Service Plan + Accidental Damage(ESC - SONY CONSUMER ELECTRONICS PROTECTION PLAN)1. The Contract.These Terms and Conditions govern the hardware service and/or replacement service provided to you for the Sony branded product (?Product?) listed on your proof of purchase (?Proof of Purchase?). Your ?Contract? includes these Terms and Conditions and your Proof of Purchase. The provider contractually obligated to you under the terms of this Contract (?Provider?) is Federal Warranty Service Corporation, ([redacted]), (###-###-####) in all states except in Florida, where the Provider is United Service Protection, Inc., ([redacted]), (###-###-####); and in Oklahoma, where the Provider is Assurant Service Protection, Inc. ([redacted]), (###-###-####). Although Sony Electronics, Inc., ([redacted]) (?Sony?) is not the Provider, and this Contract is between you and the Provider, Sony is the administrator of this Contract and when you need service you should call Sony at (###-###-####). This Contract is not related to nor an extension of your manufacturer?s warranty, and instead includes only these Terms and Conditions and Proof of Purchase. This Contract is not a contract of insurance. Unless otherwise regulated under state law, the contents of this Contract should be interpreted and understood within the meaning of a "Service Contract" in Public Law #93-637.2. What is Covered.The available coverages are listed below. The coverage you purchased will be indicated on your Proof of Purchase.2.1. Hardware CoverageThis Contract provides coverage for Product hardware failures due to defects in workmanship and/or materials, including power surge while properly connected to a surge protector. You may be asked to prDesired Settlement: DesiredSettlementID: Other (requires explanation)

At this point the headphones should be replaced immediately and my son should receive something to compensate him for spending the summer chasing enforcement of the warranty that he purchased. I suggest that Sony replace the headphones and pay him $200 for the phone calls he made every few days all summer or at the very least send him a super high-quality, updated set of headphones.

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 purchased the phone from Sony back in beginning of July and did not received the phone until end of July. I only had a phone for less than two month and one morning at home I found inside of the back of my phone is broken. I was shocked because I didnt even drop the phone. When I contacted the Sony they told me to send back the phone to them for evaluation and waited for almost two weeks they sent me an email that they think it's damaged by me so it's not under warranty. They have quoted me almost 300 for the repair. I paid about 560 for the phone and just had it for two months. When I called to resolve the issue, they just said that's how their policy is I either agree with the repair or just take back the broken phone. I believe there is some false advertisement as well. Because they demonstrated the phone with drop proof and water proof. But the point is now my phone is broken from inside of the phone, and I didnt even drop or anything. I went to search and see if other people are having the same issue, and I did found there are lots of people are having the same issue. They contacted the Sony and had same situation as me, either pay for the repair or stick with the broken phone or find other places who can fix it for cheaper. Here is the link from Sony's website indicated that lots of people are having the same issue. [redacted] From the start I had issue with Sony, now I am very disappointed and will never buy Sony products again.Desired Settlement: I want my phone to be fix and warranty by it. I am very upset how a good quality phone (as they have advertised) will break within two months.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony Xperia phone. Sony is sorry to

read about this customer’s difficulty with their phone. Sony has investigated

this case and found damage that was caused by physical abuse. Physical damage,

as shown in the attached image, is not covered by the Sony Mobile warranty. The

customer is welcome to request the phone be returned unrepaired or pay the fee

to have the phone repaired.

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:

Sony is not standing behind their products. There are lots of people having the same issue as I am and Sony just avoiding the defects and let the customer deal with the issue. (As I have provided the link at my previous complaint form.) They are people signing petition against Sony because of this issue

When Sony commercialized this phone it was suppose to be drop proof and water proof. But the thing was I didnt even drop the phone and how can I damaged the phone from inside out?

Sony indicated if anything it's not software involved its not consider under warranty. They just assume mine is physical damage because it was nothing related to the software.

I am sure Sony is aware of this issue, but they just dont want to admit. I am very disappointed at their response, and will never buy Sony products or recommend Sony products to anyone.

Also what made me more disappointed and upset was after I files the compliant, I received the call from Sony's representative indicated that they will repair my phone at no charge. But now I am receiving a different answer. Sony just bounce their customer around and dont care to provide the customer service that they are suppose to.

Thank you for your time.

Sincerely,

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 Mobile phone, [redacted]. Sony mobile has advised that the repair on this phone will not be covered due to physical abuse.

We will include pictures of the phone with this response.

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:

Sony did not do any diagnose on my phone to see how it was damaged. They just looked at my phone indicated since the screen is shatter

assuming it was physical damaged. I talked to the IT one time on the phone and I told them I did not drop the phone but I did noticed that my phone was hot for certain amount of time. He has indicated it might be due to over heat. If it's due to over heat, I believe it's manufacture's responsibility. Because they have design a flow phone for customer to use. Also the phone was advised as shattered proof, and my phone is broke inside out there is no physical damage outside.

Nonetheless, I have verbal agreement from the customer service manager twice back on Oct [redacted] and [redacted] indicated they will fix my phone at no cost. Now they

are saying they will not. The company is trying to get away from their responsibility from a flow phone that they have design for the customer. They

also involve false advertising. If they do not stand by their words at this time, this means they will not stand by their products. If I do not get any

resolution for this. I will try to take some legal action for it. Because I believe Sony is making bad products and this is why they are not going to stand

by their products at this time.

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

Sincerely,

Review: I purchased a sony vaio laptop from sony.com along with the extended service plan for two years. I called Sony and was asked to call ###-###-####, I have been on the [redacted]e with them for more than an hour on three different occassions and have not reached an operator. I just repeats the recorded message to stay online. I contact sony again at ###-###-####, the agents tried to call the 866 number with no response. They keep telling me to call the number again to report blue screen error and overheating issues on my laptop. When I requested them to escalate the case, they report that no one is available and I will receive a return call. No one ever calls back even though I have been promised this by at least two agents [redacted] and [redacted]. Event ID given by Sony is [redacted]. Sony has taken my money to provide warranty, Now when it is time to honor the contract they ask me to keep calling a number that does not work. This is similar to insruance company taking your money and not answering your call when you have a claim.Desired Settlement: Honor the warranty and fix the motherboard or hard drive issue. The laptop is overheating, fix that.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony VPCF1390X. Sony

has contacted the customer and the extended warranty company Servicenet.

Servicenet is having staffing issues and they should be back to normal on

09/**/13.

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]

[redacted] (id [redacted]) called me on Friday and told me that some one will call me on Monday, September [redacted] with a resolution to the issue. I did not receive any phone calls. They keep telling me that it is a problem with Servicenet and I do not care about it in the least as I made the payment to Sony and expect Sony to honor the warranty. It is not my problem that Sony contracted with Servicenet that is providing awful service.

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],

[redacted] regarding the Sony VPCF1390X. Sony

has contacted the customer and the extended warranty company Servicenet. Servicenet

is having staffing issues and they should be back to normal on 09/**/13.

This

customer should contact the extended warranty company Servicenet. We originally responded to this complaint on 09/**/2013.

If

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

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

Sincerely,

Review: I bought a Sony [redacted] for $69.95 on 4/*/2014 from [redacted] and received it on 4/*/2014. The CD player was defective after using it for about 35 days. I want my money back or authorization to return it after the 90 day warranty because I was patience but persistent with the Sony. Sony stated I must send the defective unit to [redacted]. This would cost me about $30, not worth the cost of the unit nor time to package it and send it, considering the original unit cost. Sony originally would not pay for the shipping. I asked their return center twice by a letter in [redacted], if they would pay for shipping. I received no response. I called the [redacted] center to asking a question for a supervisor. Finally, I was able to locate a Sony contact via email, who sent me a return label after I stated I would report Sony to the Better Business for poor service or not answering my letter that was sent twice. However, I would be returning the item after the 90 day warranty has expired. The label was sent around 7/**/2014. I did find the email contact after the 90 day warranty period but had tried once before, unable to locate one. I asked the Sony representative, [redacted], if someone in authority would still approve the return outside the 90 day warranty and still have gotten no response since she sent the return label after the 90 day warranty time frame. I read another person have had problems with Sony service in [redacted]. I had looked for an online contact before sending letters to [redacted] but could not find one. Still waiting on [redacted] and calling them once, I found an email contact around 7/**/2014, which is after the 90 day period. Sony sent me a return label from [redacted] but I do not know if Sony will still accept the return for a new unit, [redacted], since it is after the 90 day period.Desired Settlement: I would like someone at Sony to authorize the return of my defective [redacted] outside the 90 day warranty period before I package it and send it to the Sony return center in [redacted], to get a new unit, since the 90 day warranty has expired and I have done the best I could with patience to get a return label. The Sony return center in [redacted], had no email address, and did not respond to my letters. Sony is based in New York.

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,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony CFDS05. Sony has contacted this customer and offered a refund in the amount of $69.95. Customer accepted the offer. Customer will receive the check within four to six weeks.

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

Consumer

Response:

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

Sony has provided terrible customer service and taken about 6 hours or more of my time to get this resolved. When I receive the check for $69.95 then my complaint will be resolved but I do not want this complaint stopped until I get the check and they stated it will not be at my home until the end of September 2014. I do not trust Sony so I cannot stop this complaint. Thank you.

[Your Answer Here]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Review: I had a question about the Sony BDP-S550. So I proceeded to talk with someone on your live chat website [redacted]) named [redacted]. I asked her my question. And I've never been so insulted by support before. It's like your company hired someone WHO HAS NOOOO IDEA WHAT THEY'RE TALKING ABOUT. They have no place being in a "support" position. I've a video expert. That's what I do for a living: I cut/edit video. I've worked in the field of professional video for years and everything that your Chat Agent told me was FALSE, INACCURATE, MISLEADING. She told me "Please create a video disc and and try to play." There is no such thing as a "video disc". There is a DVD and Blu Ray, but there is no format out there called "video disc". Then she suggested that I use a software to burn blu rays called "PlayMemories". I asked her if it worked for Apple. She said yes and sent me a link. So I did my own searching and found the real website, and at the bottom of the page it said it DOESNT work for Apple despite what she told me. So she was wrong about the OS. Upon further reading, I had to point out to her that she was wrong AGAIN, and that this software doesn't actually burn Blu Rays. She wasted 30 minutes of my time by giving me nothing but inaccurate and false statements. This has been the worst, most deceitful experience that I've ever had with support. Do you pay these people money to give false information to customers? If you would like a transcript of the 30 minute conversation, I have a copy of it. I'd love to show you it.

If your curious as to what the original issue was about the Blu Ray player, you can go to this website: [redacted]Desired Settlement: I want a specialist, WHO KNOWS WHAT THEY'RE TALKING ABOUT to get back to me with the answer to this question: [redacted]

Business

Response:

February

[redacted], 2014

Review: I received a replacement tv from son. They replaced a tv with a known defect, and sent me a new tv....different model.

I was satisfied, but two years with the new tv, and the screen goes pink. A quick [redacted] search of SONY LCD tv Pink screen, will bring up many complaints about this issue, going back 3 years. Sony has waited until the tvs are out of warranty, and told me and other customers that we are responsible for the bill. The estimate to repair the tv is over $1500.00, from an authorized sony service tech..That is more that the original cost of the TV. Ive tried to contact SONY support and online chat. They were no real help, bound by corporate playbook. they said that they would give me 15% off a new tv. So, my options for a two year old tv, that was sent to replace another defective tv are:

1. pay over $1500.00 to fix the tv

2. buy a new , similar sony tv with the 15% discount, which is over $1000

There is a long complaint history about this exact problem with the lcd panel, but sony says there are not enough official complains to constitute a recall...as per my phone convo with a sony just service agent

This a devious , deceptive plan by sony, to ignore a problem until tvDesired Settlement: I have been a lifetime supporter of sony. Ive owned and still own many sony products , including sony PS3, two Blu ray player, two current tvs, three past tv's, as well as speakers, and home theater tuners and accessories. just want my tv to be replaced, or fixed so the problem with the LCD screen is taken care of. This is a known issue with the sony lcd pink screen, as well as other issues..Two defective sony lcd tv in a row is very unacceptable. And sonys responses of, sorry out of warranty, get it fixed and pay the service man is just bad business policy. I have the entire chat I had with sony support in pdf format, and names , date and time of telephone conversations with other support specialists.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony TV KDL52EX701. 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. If the customer prefer to process this thru email, he may send his message to [redacted] and make use of the Event ID [redacted] as reference. We are looking forward on resolving his issue. He may also call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm Eastern We shall be monitoring this case for the customer. Sincerely,[redacted]

Consumer

Response:

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

Sony has not attempted to contact me in any way. I have not received one email, phone call, or letter. I called the phone number in the response from Sony, I was told that the Event ID number referenced in the Sony response was not connected to my complaint, and is in another customers name. I was told by the representative on the phone to email the info to the address provided in the Revdex.com response from Sony. I sent an email to the address provided. I included the event ID, the original Revdex.com complaint, and a copy of the Sony response to the complaint. I have received no communication, or response from Sony in any way. The company has not addressed the situation of my defective TV at all.The situation has not been corrected, or even acknowledged properly by Sony. Please keep this case active, and request that Sony contact me, and replace my defective TV.

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 called me or resolved the problem. Here is an email I sent to Sony and the response I received .......This issue is not resolved, and Sony will not acknowledge that it has an ongoing problem with defective LCD panels that go bad just after the warranty expires. I have not received any phone calls from Sony. I have all of my call records, both cell and home phone show no calls from Sony. My phone number is xxx-xxx-xxxx(edited for privacy) Please let [redacted] , who responded to the Revdex.com complaint, know that should stop telling the Revdex.com that Sony has made multiple attempts to call me, when that clearly is not true.The original Event ID when the original tv was replaced is [redacted]. The replacement took place over the phone. The original TV was defective and replaced by Sony with the TV that I have now. The new TV is defective.please contact me at the phone number I have provided.[redacted]response from Sony[redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony KDL52EX701. Sony has contacted this customer and informed him that there is known issue on this TV model. We have advised the customer that the time period for the limited warranty that accompanied the product has expired and Sony will not be able to honor the customer’s request. Sony considers this claim completed.Sincerely,[redacted]