Sony Corporation of America

Review: When calling to report a customer issue the service manager was VERY rude and belligerent. He even began to talk over me and his exact condescending words were " what do you not understand, you just don't get it do you?"He didn't take the time to explain and treated me like I was an it.Desired Settlement: I would like an apology and some type of resolution to my original issue.

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 Jaw or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: On January 2012,I purchased a Sony television([redacted]).Six months after my warranty expired,which was june of this year 2013,the t.v suddenly stopped working.I then had the television serviced to find out that the television has a faulty display panel which cost to much to fix.Apparently the model I purchased along with two others have a manufacture defect,now I contacted Sony about this issue for a resolution and their answer was for me to pay $735.00 for a replacement t.v.I didn't fully agree with this method but being that my warranty had expired,I took it as a lesson learned and decided to go with the refurbished replacement television([redacted])because I have children that need to watch t.v.Now a representative told me that after the order is processed I should be receiving the t.v in 5 to 7 business days,I did not.I actually,after waiting so long for the t.v,I was told by a representative ,who was actually nice,that I would receive the t.v in 2 business days instead of the 5 TO 7 Finally the t.v arrives and I connected it as per the manual and for the mean time it was working,I shut the t.v off before I went to bed and awoke to find that the replacement t.v Sony sent me was no longer working.This t.v worked every bit of 7 hours before not working,so I contact Sony and spoke to a representative about the television and how its not working,I guess they didn't believe me because I received a call from a representative telling me to take a picture of the television and send it to them in a text so that they can see if the issue can be fixed,I was also told that I would receive a call or email from a technician who is suppose to service the t,v and never got that,so I guess upon receiving the picture of the t,v through text they realized that the t,v can not be fixed and offered me a brand new t.v free of charge,fine not a problem.Ok,I get a call from a representative on the evening of 10/**/13 stating the obvious,that I was getting a brand new t.v to replace the one they sent sent that's not working,so I asked "how long do I have to wait and which model was I getting?"they kept transferring me to people who had no answers for me,and keeping me on hold for an excessive amount of time till I finally I asked to speak to a supervisor or someone in charge,then I was informed that in order for them to process my order I have to give them a tracking number on the t.v i'm returning,mind you,the tracking number is on the return sticker they sent with the replacement t.v,so I try to give them the (prp#)from fed ex so that they can process my order because i've been without a television long enough and the representative after I gave him my reference number gave me an attitude and placed me on hold only to come back and tell me that exchange office is closed to call back tomorrow,ok fine,so I asked him if he could send an email to the exchange department with prp number attached because a previous rep has done this before,he did not,so I call this morning(10/**/13) and was placed on hold for an hour and a half while waiting on hold I called the other number ###-###-#### and asked if I could be transferred to the exchange department.The conversation was going well until I gave him my reference number and was rudely placed on hold for 28 minutes.Finally a woman representative speaks and I explain to her after being on hold for an hour and a half that all I wanted to do was give them the fed ex prp number so that my order can be be processed and she hung the phone up on me,as i'm typing this now I'm currently on hold......Desired Settlement: I would like a written apology for the poor customer service,the refund of the $735.00 I paid for the replacement t.v that didn't work,this was a manufacture issue and instead notifying the consumer about this issue they are trying to mislead the consumer,having them pay twice for an issue that was clearly their fault.

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:

this is my second complaint,I guess because of my prior complaint about this company,I was hung up and kept on hold only to be met with attitude from a female representative,and when I requested to speak to a manager,which is my right,the female representative wouldn't allow me speak and immediately disconnected the call,now I don't know if this is some form of retaliation for filing a complaint or what have you but this was completely uncalled for,you can not explain your policy to me with an attitude and then hang up on me when I ask to speak to manager.That is very rude and unacceptable,and it's poor customer service like this that i'm forced to deal with,much sadder than that is that me as a customer shouldn't have to be treated this way when all I wanted were answers.I was not rude in any way so there's no reason for this type of treatment!!!!

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 [redacted]. Sony has contacted this

customer and the customer has accepted the refurbished replacement sent. Sony

also extended the warranty to 1 year from 90 days.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Business

Response:

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 the customer has accepted the refurbished replacement sent. Sony also

extended the warranty to 1 year from 90 days. Sony contacted this customer

again to verify she has received email extending warranty to 1 year.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Review: I bought new Sony camera on 1/**/2014 from Sony on-line store for my Hong Kong trip between 3/**/2014 to 4/*/2014. During trip, the Sony camera start to not function well. when I back to USA, I mailed my Sony Camera to [redacted] Customer Satisfaction Center, Sony Electronics Inc. Texas for repair since it is still in Warranty. but Sony informed me yesterday, it is not covered beucase the camera is corrosion. I have nothing to do with this corrosion since I only has this camera for more then 2 month, and never used before my 3/**/2014 Hong Kong trip.Desired Settlement: Exchange another same model camera or repair without fee since it is in warranty

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Camera DSCH200/B. Sony’s records reflect that [redacted]’s Sony Camera Model DSCH200/B was evaluated and determined to have corrosion, which is not covered under Sony’s Limited Warranty. However, as a gesture of goodwill, Sony has agreed to exchange the customer’s Sony Camera for a DSCH300/B. If [redacted] would like to accept Sony’s offer, please have him call ###-###-#### and reference [redacted]. This offer will remain open for seven (7) days and is subject to availability at the time of acceptance.

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: 12-*-14

To

I had purchased a Sony Walkman (radio) on November [redacted] -13.(last year) I am writing in reguards of my radio. I was going to mail it out to be replaced with its warranty before the year was up but it's been some misunderstanding with mailing here. The radio has just stopped working and with it being in good condition, I don't understand. I have both the radio and warranty which states that within the year Sony would fix or replace the radio. I wrote to Sony on Nov. [redacted] and haven't heard anything. I would like for my radio to be fixed or replaced.

Please advise,

[redacted]Desired Settlement: I would like for my radio to be fixed or replaced.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about her Sony Radio. We would like to help the customer with this issue, however we don't have enough information on this complaint. The customer may email us directly at [redacted] or contact our support at ###-###-####, we advise he use the event number [redacted] for reference. We hope to hear from the customer soon.Sincerely,[redacted]

Review: I have contacted Sony several times on this matter in which I have been informed there are no managers, there are no live escalations, and the only way to escalate an issue is via email which seems to me cannot be the most efficient process when a customer is having an issue. I reached out to Sony support for an issue I was having with my A6000 camera. They referred me to [redacted] in [redacted] has had my camera since March *. As Per the website which clearly is not accurate, my camera has been out of repair and in transit to terminal since the [redacted]. Yesterday was the first time I was able to get a rep from [redacted] on the phone after over 10 phone calls and five unanswered emails. The rep from [redacted] told me they are waiting for Sony to send me a replacement camera. Sony technical support informs me that [redacted] can't determine whether a camera should be replaced or not that Sony makes that determination and doesn't know why they told me that. So here I am 15 days later still without a camera (which I have needed for the last 15 days for work), and no end in sight as to when I will be receiving my camera back. I can't get an answer from anyone on the Sony or [redacted] side, and this process has made me regret purchasing another Sony product. In the past, I had always been happy with Sony but it is clear to me now that is only because I had never attempted to use a warranty or extended service plan. Sony is quick to sell you the camera, the lenses, the carry case, the memory cards, the extended service plans, and charge your credit card but when the customer needs them there also quick to state there are no managers there are no escalations we have no information.Desired Settlement: I want to receive a replacement camera ASAP or full refund for the camera, lenses, and other accessories purchased.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about the Sony ILCE6000L/B. We reviewed the customer profile. As of now this is currently being handled by our Customer Relations department. An exchange has been processed under order number [redacted]. We already talked to the customer and acknowledged customer’s feedback regarding service and support, rest assured that these kinds of complaints would be addressed accordingly.Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

As I have told the last 2 reps who have contacted me, just because they call me does not put me at ease or make me feel any better about what has been going on. Each customer relations rep provides me with little to no information every 3 days when they finally call me back. They waste so much of my time waiting for an update, only to tell me they're sorry but have no further information. They talk you in circles and hope you will accept their excuses. A rep on Thursday 3/** told me a replacement camera would be overnighted to me. Today is 3/** ... I am still without a camera. They tell you what you want to hear to get you off the phone since customer relations doesn't have a direct contact line. So I'm still waiting for my "overnighted" camera that clearly hasn't been shipped and no one at Sony has any details what so ever. Their customer relations/customer service is very poor. They have no sense of urgency and express no empathy for the customer and their unfortunate situation.

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 Mirrorless DSLR Camera with KIT Lens ILCE6000L/B. Sony Contacted the customer and offered a buyback for $1058.64 however customer requested a buyback for the camera’s backpack as well and Sony has agreed to include it. The last offer is a buyback for $1124.53 that includes the cost of the backpack which the customer agreed. We sent a shipping label to the customer to send the accessories to Sony. We discussed to the customer that our accounting department shall approved this once the accessories are in transit. he was also advised that turn around time for the check is 4-6 weeks. We shall also be monitoring this for the customer. 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.

I do however feel that the checks 4-6 week turn around time should have been expedited for my specific situation since this entire process has left me without a product since the end of February, approaching 60 days now.

Sincerely,

Review: I purchased a $2,200 television early 2012. The television seized working in September 2014. I contacted Sony five times to discuss options for repair and replacement as the one year warranty expired but they agreed the television should not have died so rapidly.

Each time I was told there would be followup and they would work to resolve the situation. I have not to date received any followup call and each time I contact them again, I get the same response but no followup or return answer.Desired Settlement: I would like Sony to cover the cost of repair or replacement for the practically new television that seized working. According to my research online, many other customers have had the same or similar problem with their Sony Bravia television. This company should not be allowed to produce poor quality televisions that break after two years.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720 .Sony has already contacted this customer unfortunately we were not able to speak with her directly. The time period for the limited warranty that accompanied the product at original purchase has expired over a year ago, thus Sony will not be able to honor the customer’s request. However Sony would like to offer her 2 options: a 15% discount on a brand new unit or a replacement with a Sony factory recertified unit of the same or comparable model for $679 + local sales tax. This will be Sony’s final offer, if the customer is interested he may reach our agents at:[redacted]US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternSincerely,[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:

My husband and I are not agreeable to the resolution offered by Sony. We are seeking a refund as originally indicated. We simply are not willing to spend an additional $679 plus tax on more Sony products that are simply refurbished with no guarantee that they will last longer than the last one we purchased. We want to replace this television at no additional charge. I have already connected with more than 30 other unhappy customers with similar problems and from the Sony message boards there are 100's of Sony customers with similar and exact complaints. If they are unwilling to correct the flawed product(s) they are selling to consumers I am aware of my rights to pursue legal action. It is horrible what this company is doing by taking thousands of dollars of people's money for products that do not work after less than 3 years! [redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720 .Sony has already contacted this customer unfortunately we were not able to speak with her directly.Sony provides a warranty for all products to allow for initial failures to be covered at Sony's expense. Once the warranty expires, it is the customer's responsibility to cover repair costs. 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]

Review: I ordered a vinyl record off of a bands website directly, thinking this would benefit the artist more. The company handling the order was Myplay Direct, an online music store. The order never arrived after a month, when it was said to be in stock and ships within 2-3 days. No contact was made by customer service or any automated message telling me about it being out of stock. After multiple emails to the only contact address for Myplay I was finally asked if I wanted to cancel my order for a refund as they have no idea when my product would be available and when I would get it. The customer service provided no explanation for what or why I could not receive the record. If it is out of stock or out of print, I would accept that answer, but they never said so. You think they would be able to find out since they distribute the music. As of now I was told I would receive a refund which I have not. The confirmation email was simply a resent link to my original purchase order. It was only a $20, but it is the principle of the matter.Desired Settlement: I would like a refund and confirmation of my original purchase of $21.97.

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: Dismissive, inefficient steps by Sony to honor Tipo phone warranty & replace phone now that all other repair efforts are exhausted.

I first contacted Sony Xperia Contact Center on 12/*/13 (Service Request: [redacted]). The service agent insisted that he email me a link to restore the software on my computer. After explaining to the service agent that I really thought my phone was broken to the point where restoring the software would not make any difference, my concerns were dismissed-I, in fact, stated that I did not believe my problem was resolved on the phone survey at the end of my call.

The "process" of getting my phone fixed, involved Sony discouraging me to take more action to having my phone replaced-an extremlely aggravating "game" to say the least.

A conversation I had at least three times with Sony discouraging me to send my phone in for repair went: "I just don't want to see you go two weeks without out a phone" (my response) "I have another phone I can put my SIM card in and use temporarily"-no retort to my reply, but the message was clear, that Sony did not want to pay for a phone.

On Jan [redacted] 2014, I called another time, and was finally given the go ahead to send my phone in to be repaired.

I have been clear on the numerous conversations I had with Sony the nature of the problem with my phone-repeating the behavior of the broken phone many times over. The only solution I had been presented with was to "restore" the software on my phone-after more phone calls to try to resolve the problem with my phone, and explaining that my phone is just as broken after restoring the software.

I sent my phone in to be repaired (at MY expense) after being told that if the problem was not due to neglect, and if the phone could not be repaired, I would receive a new phone.

Much to my chagrin and disbelief, Sony returned my phone after finding NOTHING wrong with it, but only that they had to restore the software-their original (and only) solution from weeks prior! How could there be no record of the issues I presented on the phone so many times?

The problems with my phone are the same-keys stick, jump and add characters- dialing is often impossible, and accidental dialing is a challenge to avoid.

� When I got the phone back, it no longer recognized my SIM card (as did not when I sent the phone the phone to Sony, but the SiM was recognized by my backup phone).� I bought a new SIM card and now the phone recognizes the SIM care, however the issues that make my phone so frustratingly flawed, go on, and on. � I tried to call customer service after I received my phone back, however the length of time that was required for me to wait, to re-explain, and plea my case, was not something I could commit an hour or more to do.

My warranty runs out the end of this month-a point I have made all along to Sony. � I sent Sony an email two days ago, stating that if I did not receive a new phone, I will report them to consumer agencies, and relay my disappointment through online consumer forums. � I have been more than patient. � Again. I have been (much) more than patient with Sony, and now it seems clear that they will plan to make me jump through more hoops after my email.

My email has stated, that I will not respond to more senseless, time-consuming inquiries about the "exact" type of the difficultly with my phone. � It has been gone over and over, again and again, on the phone and through email. Why would such a large company want to leave a customer in limbo, and not take the time to see if their issue has been resolved? I can't understand. I have been an audiophile since a very young age, and never had a problem with a Sony product, however, the end of the month is almost here and my warranty will expire then. If Sony will not resolve this matter, and simply send me a replacement phone, then I can only conclude that Sony does not need me as a customer, and therefore I will never buy anotherDesired Settlement: A new, or refurbished, working phone is my first choice, but I would settle for my money back, as a second choice.

Business

Response:

Sony Mobile will be contacting [redacted] shortly to discuss this matter. Thanks,

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 already made claims through email that they have tried several times to contact me by phone. I replied back to Sony that I have no record of any calls from them and asked them to please provide phone records. They repeated their staterment by email, that he have tried to reach me by phone, and have continued to disregard my issue. Sony has not made even ONE attempt to resolve this matter.

I believe they either need to make financial restitution, or simply admit that they have no interest in following through, so they can stop wasting my time.

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:

[redacted],

This complaint has not been resolved. A number of weeks ago I had a message on my cell phone that stated: "This is a message for [redacted]. I am calling on behalf of [redacted]." I listened to the message several times trying to figure out who it might be. I clearly heard "[redacted]." A number of days ago, I received a phone call from a person whose voice sounded the same as the VM I received—I asked" "Who is this." Reply: "I am calling on behalf of [redacted]." I said" "Whose [redacted]." reply: "[redacted], sony." reply: "I heard [redacted], that's why I never responded to your phone call." reply: "I am calling about an issue that has escalated involving [redacted]."

Escalated? I needed to get to work and I expressed why starting from the bottom to outline my complaint to the caller was not reasonable.

Facts on my part:

I first tried to "troubleshoot" my phone several times re Sony's assistance by restoring it's software.

I spent a lot of time on hold with Sony, deferred, redirected, etc.

I sent the phone to be repaired at my expense, to receive it back with the message that there were no problems, that the software was restored.

My SIM card was no longer recognized when I received my phone back. I bought a new SIM, which was recognized, but the problems continued.

I sent a certified letter to contact Sony, with a detail history of my issue and how it has not been addressed.

I sent several emails to Sony stating that discussing this issue on the phone has proved futile and why.

Sony claims to have attempted to contact me prior to the phone calls I mentioned. They did not. I asked for phone records. I continued to receive no response.

[redacted], whoever the person is that called on the phone wanted me to go into the entire issue from the start. I told him my issue was clear, and that I had stated that I have relayed the message several times that I would not discuss this on the phone. Honestly? If this gentleman had my letter, or some issue of the complaint in front of him for discussion, this would have been a different story. Furthermore, it does sound like he was not going to be the person who was going to resolve my issue?

I have had to spend money on another phone. This problem has been going on since Jan now! Warranty on the phone has technically running out in Feb. I HAD to buy another phone. Sony's "smart phone" was extremely problematic to use merely as a phone.

I might expect this kind of behavior from a small company, but Sony? Really?

This has been a tired issue, which is near exhaustion, with a clear solution: provide reasonable customer service.

If the Revdex.com can somehow place a negative review on Sony's lack of? Everything. That might be the best I can hope for. Your feedback is of interest, but if Sony believes they have taken reasonable measures to resolve this issue, they really are either not paying attention, could care less, or I am merely so low on their list that dealing with my issue with inefficiency is something they believe is okay.

Thank you for your attempts to advocate on this convoluted issue.

Review: Our Sony Bravia 40" television (model # KDL-40VL160) was purchased in early 2011 at Costco for approximately $900. Over the past several months, horizontal black bars (1/4 of the screen each) have been appearing and getting progressively worse. We attempted to have it repaired and were told we needed a new television. At the current time, 75% of our screen is obscured. I contacted the customer relations and service department via the website and received no response. I called customer service and was informed my television was out of warranty and there was nothing they could do to help me. It is completely unacceptable that a 3 1/2 year old television is unwatchable and I need to purchase a new one.Desired Settlement: I think it is reasonable to request a replacement television.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40VL160

Sony has already contacted this customer and we have explained warranty terms for her unit. Sony offers 2 options for the customer: a 15% discount on a brand new unit or a replacement with a Sony factory recertified unit of the same or comparable model for $329. plus tax however the customer declined.

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,

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 offer put forth by Sony is insulting. To expect me to buy a refurbished version of the broken television I already have for over $350 when I can buy a comparable, NEW television with better technology is ludicrous. Once again, Sony's customer service is terrible.

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 made a good faith attempt to rectify my problem. Once again, their offer was insulting and ridiculous.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL40VL160. Sony has contacted this customer and offered her a 15 percent coupon toward the purchase of a new Sony TV. We also offered a Sony factory recertified unit of the same or comparable model for $329 plus local sales tax but the customer declined the offer. This is the best offer that we can provide to the customer since the TV is several years out of warranty.

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

Review: Sent in a Sony digital camera (DSLR-A100) (serial number [redacted]) for warranty repair and Sony's could not fix it - I was told that Sony would send me a replacement camera and I have never received it

I have a tag number and an event number / the tag number is [redacted] / the event number is [redacted] - This has been going on for over 6 months with no resolutionDesired Settlement: I would request a replacement be sent to me immediately - I have always bought SONY products and never had an issue like this before - Very disappointed

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from Stephen Becker about her Sony DSLRA100. Sony has contacted the customer and we advised him to send the copy of receipt to [redacted] with the event no. [redacted] on the subject line. We need the receipt to validate the purchase date of his unit and proceed with the warranty. We will wait for the customer to send the receipt. Sincerely,[redacted]

Consumer

Response:

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

It was a Christmas present so it does not have a receipt because it was a gift to me brand-new in the box so I don't know what they're talking about I've provided them with every bit of paperwork and documentation I possibly can and this is just a stall tactic by a big name faceless corporation that could care less about their individual customers - Sony needs to do the right thing and send me a brand-new camera to replace my once brand-new camera that they have either lost or they cannot fix - enough is enough

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:

The company lost my camera that I sent in for warranty work!!!!! I am supposed to just accept the fact that they lost my camera and that they are unwilling to provide me with another like style camera because of their incompetence losing my camera in the first place !!! Sony do the right thing [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 Stephen Becker about the Sony Digital Single Lens Reflex Camera (DSLRA100). Sony has contacted this customer and was advised that Precision Camera (Sony's authorized service center) did not return the unrepaired camera to him as they suggested Sony to process a replacement unit due to the camera was not cost effective to be repaired. We did ask the customer to send us a proof of purchase to confirm the warranty of the unit as the market released date of the product was back in 2006, and to further review for options that Sony can possibly offer him. However, the customer can no longer provide us the receipt. Although Sony explained to the customer that assistance will not be extended to him, we advised him that we will contact Precision Camera to request the unit to be returned to him as it is. At this point, Sony is waiting for the customer's response, confirming the shipping address.

Thanks, [redacted]

Review: I have not received my Sony Walkman back from the service repair. I sent it in July** and was suppose to have it back

Within 7-10 days. I called the company August [redacted]and spent many hours on the phone being transferred to different. Departments. I have talked to many people in the Sony repair departments and have had 3different people say they would send it out to me. Today is sept.* and I still have not received my Walkman back.Desired Settlement: I would like to have my Walkman back and I would like Sony to know what their customer service is like in their service and repair department.

Business

Response:

RE: [redacted] Case:[redacted]

Dear Dispute Resolution Services:

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

[redacted] regarding The Sony NWZW273BLK network walkman she is waiting to get back from the repair center. Sony has contacted the customer after reviewing the file and advised customer that her concern is being expedited and the specialist assigned to her concern will be contacting her in 24-48 business hours. to provide her updates [redacted] agreed to wait for the call.

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: after receiving the call on sept** , I never received the call that I was supposed to gget within 24-48hours. So, I still do not have my walkman back or a refund and I still don't know when I will get it[Your Answer Here]

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: IPurchase?d sony a7R Full Frame Mirrorless Camera at May-**-2015,and payed $199.But sony cancelled my order.

It‘s unbelieble!!Desired Settlement: I want sony continue finish my order.

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. An email has been sent to the customer informing about the cancellation of order. 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 terms and conditions on ordering an item from Sony, please paste this link on the browser: [redacted]. Sincerely,

Review: I just got an order cancellation notification from Sony. The email is shown as below.

“Dear [redacted],

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.”

I do not think Sony just cancels the order due to the product unavailability.If the order was cancelled just because of the product unavailability. I will have to ask a price match in the local store. I can see the product is still available at local store and I also can see it is available on [redacted] of Sony online store. So the reason that the order was cancelled because of the items unavailability is not true. Besides that I have ordered that item for three days and Sony already charged me through my [redacted] account. The money has not been refunded yet.Desired Settlement: I need that order placed to be effective. If it is true as the customer service told me that the product was unavailable. I can go to the local store or [redacted] online store of Sony to get that price matched.

Thanks a lot

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 terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ />
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]

Original cancellation email showed that the order was cancelled because of the items unavailability, but yesterday after I complained to Revdex.com, I got the response from Sony and they said it was the incorrect price labelling. Their answers have been really inconsisent. I do not which one is true. They are lying!

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 ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released to refund the full amount that customers paid for the unit. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.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]

Hey, thereThanks for your effort. It is really exhausting to deal with Sony. The second time they gave me exact the same response. There was not any diference, even without a single word difference.If it was price mis-labelling, they should have handlethat issue ASAP, but I got that cancellation three businnes days after I placed that order. And my money was already charged through my account. It is refunded now.If they are reponding with exact the same answer again. I will not accept their solution any more.Thanks again.

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

Sincerely,

Review: December *, 2013

Dear who it may concern,

I purchased a Sony television; model [redacted], on January *. 2007, along with a Sony television stand, and a 4 year extended warrantee from HH Gregg. Over the past 3 years we noticed a green tint in the picture worsening with time. When I discussed the problem with a electronic repair store I was informed of a manufacturing defect that has occurred in similar televisions of this model. Also that Sony Corporation has provided compensation in the form of replacement televisions of comparable size and quality.

On December *, 2013 I contacted [redacted] at the Sony Customer Service call center, ###-###-####, who informed me that the replacement program established for these televisions are no longer available and was able to only offer me a 15% discount on a new television and that I had 7 days to accept this offer or receive nothing. She established a case number [redacted] for this request.

On December *, 2013 I contacted [redacted], at the same telephone number and requested a replacement television and he again could only offer a 15% discount.

The reimbursement programs established by Sony were originally offered because of a known manufacturing defect and my purchase of the Sony television should be included in the reimbursement program without prejudice. I purchased the Sony television, the OEM, Original Equipment Manufacturer, stand, and the 4 year extended warrantee, with the belief that the equipment would be high quality and last for much more than 6 years, actually the green tint began after approximately 3 years without notice.

The price of a comparable television with 15% discount would be in the range of $1,100. Originally I spent a total of $2,364.00 for the television in question. I would be happy with a smaller television if necessary, I just cannot budget additional money at this time.

I am hoping the Better Business Borough can help me escalate this reimbursement request to a higher management level than was possible to reach through the Customer Service Center.

Thank you for your support and your greatly appreciated assistance in this matter.Desired Settlement: A replacement television.

Business

Response:

December

9th, 2013

Review: I purchase a camera through Sony.com on 4/**/14 and found out on 5/*/14 that Sonyreward.com is offering discount for mother day's on the same exact product. I called for a price match but they insisted that even though Sony reward is part of Sony, they run different promotion and they can not price match. According to their website, it clearly states" If you've already purchased a product from Sony Store and find a lower price for that exact same product at any Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference." I do not understand why Sony cannot price match if Sonyreward.com is under Sony. If sonyreward.com carries Sony product, are they not an authorize seller? Also when I asked to speak to a manager, the representative quickly say they are in a business call and I will need to call back in a hour. When I ask if I can return the product to Sony and repurchase for the discounted price, they recommend me not to return because it will take 1 to 2 billing cycle for them to refund me back before I can use the funds to purchase the product through sonyrewards.com. One of the representative even commented that if I want to return the product to the official store, the store have a option not to accept my product. Their website clearly said that "In order to a return a product, within 30 days of shipment from Sony, you may simply ship it back, or you may bring it to any Sony Store retail location with your order confirmation document and we will process your return." This kind of customer service is unacceptable!Desired Settlement: I would like a refund of the price differences. According to my calculation, I purchased the product through Sony.com for $544.99 and if I were to purchase through sonyreward.com, it would have only cost me $479.59. Therefore, I would like a refund of $65.40.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her complaint about Sony Store Adve

rtising Issues. Sony contacted the customer on May **, 2014 and explained to the customer that the Sony Store is different from the Sony Rewards Department. With Sony Rewards, customers can earn points for doing the things they already love to do (like going to movies and purchasing Sony products) and use those points to get other great Sony merchandise and experiences. The Sony Rewards runs their own promotions separate from the Sony Store. We also referred the customer to our Sony Store Customer Care Department to further elaborate on this issue.

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

Consumer

Response:

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

I receive Sony's call on 5/**/14 and contacted customer care on 5/**/14 and they told me I can return the product and submit for RMA by 5/**/14. I will also need to contact Sony Reward to see if they will offer me the promotion pricing.They will not be able to credit me back if I personally bring the product to a Sony Store because I order from their website. I had almost $400 from Sony Reward that I used on Sony official website to order my product. They claim it will take up to two months in order to credit me back. It was just not enough time for me to return the product to get my money back from Sony for me to reorder from the site again. It doesn't make sense when they let people order on their website with Sony Reward credits but would not be able to work anything out with Sony Rewards.

Sincerely,

Consumer

Response:

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

I called but they told me to call a different department and they were not able to do anything.

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 her complaint about Sony Advertising issues. Sony has contacted this customer and was advised that Sony store is different from Sony Rewards Department. The Sony Rewards run their own promotions separate from the Sony Store. We referred her to our Sony Store Customer Care department to elaborate and discuss this issue further.

Review: So when you buy an extended warranty from a large company like #Sony for $300, one would expect that they would either fix or replace a laptop when it malfunctions. No ! Not if it has cost them to much in the past. Apparently when my HDD was replaced last year it cost them $400, so last month it stopped working completely, the Service department just told me that there is not enough money left in my warranty account to cover the repair cost to replace the motherboard. So they offer to send me the remainder of the warranty value which is much less than what it would cost to replace my computer with an equivalent machine. Or I can have my broken #Vaio back with Zero compensation. Now I have no computer to do my very expensive college classes. This is the fifth malfunction on this laptop alone. Custom made VPCSB190X This is a lemon product with a lemon warranty!Desired Settlement: The original laptop was $1,079.98 + $296.99 Extended Warranty + $132.74 Tax. I Paid for three years of extended warranty. I wanted my laptop fixed. But now all I want is a refund.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony VPCSB190X. Sony has contacted the customer and has been in contact with Servicenet the extended warranty company. According to Servicenet the customer accepted a buyback

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Yes ServiceNet emailed me a buyout offer but I did not accept the buyout. The lady on the phone told me she was sending me some information, did not tell me that this so called information was an acceptance to the buyout.

The buyout that they have offered is half the replacement value of the laptop, not including the $300 extra payed for a warranty. The service people are very rude to me and had a take it or leave it we do not care about you attitude. I will accept a buyout if it is in full value. They should have repaired my laptop from the beginning. It is not my fault that the machine has broken down multiple time. Why m I being punished for there poor build quality? One agent on the phone told me to "Print out the warranty and have a lawyer look it over and if he could find a loop hole in what they are doing good for them." This kind of service is very offensive. I do not want to get a lawyer involved but I will if need be!

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony VPCSB190X. Sony has contacted the customer and referred the customer to Servicenet the extended warranty company.

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

Sincerely,

Review: I originally ordered the wireless Walkman on 3/**/14; it was delivered on 3/**/14; myself being a very busy college student, never got a chance to integrate it into my computer system until approximately 4/**/14; after short-term use I realized the product was defective, although I uploaded more than 500 recordings to the portable device it repetitively plays approximately 10-12 recordings. I phoned Sony and voiced my concern. I received a work order number ([redacted]). I mailed it in on 4/**/14; they signed for it on 4/[redacted]/14 at 9:23 am documented by USPS tracking. I waited 5 days, and then called to check on its progress. I have been put on hold till my phones batteries were dead. The Exchange Dept. has never answered the phone. After 2 weeks of attempts on 4/**/14 the Public Relation Dept. gave me a mendacious FedEx tracking number ([redacted]) the guy claims the Walkman was mailed back to me on the 10th, when I questioned his integrity, of how can it be delivered and then re-mailed on the same day, he hung up on me stating that is all Im going to get. I purchased a 3 year extended warranty with the product, totaling 113.14. I dont trust them after a month of trying to get my product back; I just want a full refund.Desired Settlement: Total Refund 113.14, will include the warranty.

Consumer

Response:

At this time, I have been contacted directly by Sony Electronics regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Greetings,

I'm sorry I could not click over and answer your call, I was in-fact on the phone with Sony, who has vowed to give me a full refund via check with the next 4 weeks. It seemed that the package was delivered by FedEx on 4/**/2014 wrongfully, it definitely required a signature (I live in a Public Housing Building, with over 300 apartments) therefore, if a package is left at my door unattended it is destined to be stolen and it was. I stress the required signature option when I order anything via mail, but FedEx always fails to follow protocol and is therefore liable, for damages. I never knew it had been delivered. Without the treat of your companies interference--I was not getting any responses, until today (when they told me they received your letter). I'm extremely grateful for your help in resolving this case. But, your can consider it to be closed on 4/**/2014. Again, I'm very appreciative.

Kind Regards,

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

Sincerely,

Review: My television broke within 5 months. Sony did not respond after I completed their requirements: troubleshooting, sending receipts, photos, and videos. I filed a Revdex.com complaint ([redacted]) and Sony contacted me and sent a replacement television. The packaging was inadequate and the television was damaged. I sent it back and Sony sent a second television with poor picture quality. I have videos of both televisions and have sent them to Sony. I have now had three Sony televisions that do not work! I was further advised that these refurbished televisions would be warranted for the remainder months of my warranty and I have been without a television for 6 weeks. I would like a refund of my money ($593) because three broke televisions and six weeks without a television is ridiculous.Desired Settlement: I would like a refund of ($593.20).

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL48W600B. Sony has contacted the customer and advised her to send the receipt to [redacted] with the event no. [redacted] on the subject line to further review the case. Once receipt has been validated, we will contact her with a resolution. We will monitor the case. Sincerely, Jim C[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony already has the receipt because I sent it on July **, 2015. I was advised that they would not warranty the repair without the receipt and if they did not have the receipt why would they send me two broken televisions? Furthermore, what is Sony's plan to resolve this matter, send another broken television? I do not want a third broken television. Either they can give me a store credit from [redacted] ($593.21) to go get another television and I can take the broke Sony television back; refund my money; or send a repairman to fix this television. In addition, Sony offers me the remainder of my 1 year warranty on the refurbished televisions that they sent me, so I will have lost 2 months of warranty on the refurbished television too and quite frankly, it will be about three months by the time I get the third television. Sony has a poor track record of mailing televisions and I have wasted a lot of time and energy already, I don't want to waste another month of warranty waiting for another broken television.AlsoIn addition, I emailed the receipt again on September *, 2015. Thank you for your support and I look forward to your response.

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 KDL48W600B. Sony has contacted the customer and offered buyback for $593.21. Customer accepted the offer. We requested for the return of the 2nd replacement and a signed settlement letter to complete the buyback process. We will monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

Sincerely,

Review: I own a [redacted] LTE Sony Z2 table; just 2.5 months old. Its well documented by [redacted] that unit never turned off. Last week the unit stopped working; when it booted only showed the Sony Logo which would blink on and off. I call [redacted] they send me [redacted] labels and I sent it to Sony. I get the tablet back today with paperwork stating "the unit presents a bended in the middle of unit caused by customer abuse; this damage on this unit is considered as out warrant" and "UN-repairable due to manufacture's quality policy". I never abused this tablet.Desired Settlement: I want the unit repaired.

Business

Response:

We are sorry to read that the customer has a broken tablet. Our repair center evaluated his tablet and found that the unit was bent. This bend has damaged the main board which runs the entire length of the tablet. We are attaching images of the bend.This kind of damage is not covered under the Sony Mobile warranty.

Consumer

Response:

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

[Your Answer Here]

I did not bend my Z2 Tablet. From day one Z2 was keep in as Sony case and the case was stored in a sleeve. Its well know on XDA and other web sites this with Z2 Tablets seem to suffer of a warped and bent chassis. If you like I will provide you will a few hundred references along with photos. I dont see that my tablet is bent, warped or damaged.Thanks

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

Sincerely,

Business

Response:

Sony Mobile Communications (SOMC) is offering the consumer to have his tablet reviewed relative the "bend".The Conusmer needs to call ###-###-#### to obtain a return material authorization and shipping instructions.When the tablet is received at the SOMC repair cetner, the repair center will contact SOMC escalation review personnel who will review the condition of the tablet to determine if the tablet qualifies for warranty repair.SOMC is fair in its asessment of cusomter abuse and will repair the tablet if it is defective due to normal usage.Regards,SOMC

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]

"cusomter abuse" learn to spell. I will take you to small claims court.Thanks

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

Sincerely,

Review: I purchased a Sony Bravia KDL-60R550a with the intent of using the advertised Miracast capability. I have been attempting to work their customer relations department to resolve the problem, and have been told on several occasions that the functionality should be working. However, the user support website is full of members reporting that the only devices that it works with are Sony specific models, which is not stated anywhere in the advertising. Instead, once you have purchased the product, you find that support is limited to 2 devices.

Further, I have been working with Sony to resolve this issue for 3 months over the phone. I have been promised return calls on 4 separate occasions, and never been contacted. Instead, I have called back repeatedly, put on hold for customer relations where I can be on hold for 45 minutes, after which, my call is returned to the troubleshooting department which does not have the ability to assist me.

When I was able to talk to a representative, they asked that I send my proof of purchase along with my case number via Fax, and they would call me back to arrange a refund. After faxing a copy of my receipt on 3 occasions, and waiting the requested 24 hours for processing, I am told my proof of purchase information has not been received.

as a result, I contacted them again, requesting an email address that I could send the information too, which they provided, and I sent in my proof of purchase.

When I attempt to reach customer relations now, I'm placed in a holding queue, and never reach a representative, and no one has attempted to contact me.Desired Settlement: At this time, all I want is for Sony to issue a refund and make arrangements to pick up the television. I've been patient in trying to work with the manufacturer, but they are unable to respond to my requests either due to technical issues, or insufficient customer relations personnel.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television model KDL60R550A. We contacted this customer on April **, 2014 and offered to buyback his unit by sending him a check amounting to $1314. The customer accepted the offer on April **, 2014.

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

Consumer

Response:

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

I will confirm that Sony has agreed to buyback the television, and has taken possession of the television. They have confirmed that the check will be issued, though I am still waiting to receive it. I do understand that the check will take time to arrive, but prefer to leave the case open until received.

Sincerely,

Business

Response:

Thank you for your response. We have been trying to get in touch with [redacted] since June **, 2014 to confirm if the check was received. We sent her a Contact-Us email on June **, 2014. Sony has not heard from the customer to date.

Sony's record shows that the check amounting to $1314 was printed on June **, 2014 and was encashed on June **, 2014.

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