Sony Corporation of America

Review: This company sold tickets to a meet & greet holiday

Party for [redacted]. They said they would email the invitation by nov *, 2013. They have not done so, and have stopped replying to emails. They do not have a contact phone number. There are hundreds of upset customers that purchases her cd on-line that have not received their invitations. The party's are in different states starting today. Many people can not go now. I am purchasing airline tickets & making hotel reservations to attend the dec *, 2013 event and do not have their final confirmation email. I need this to get in. They simply don't reply to email anymore. I have attempted to reach them 20 times. I want my tickets!Desired Settlement: I want my email confirmation to attend the event for 4

People as I purchases two copies and each copy is supposed to admit

One child and one adult.

Business

Response:

We received the complaint and immediately forwarded it to the responsible people.

Review: On August **, 2011, I purchased a Sony Bravia TV, kdl-55ex720 from Phil's TV and Serice in Toledo, Ohio for $2250. On December **, 2014, I went to use the TV and the screen would come on for about 3 seconds and turn off. I call Sony customer service and followed the proceedures (turn off the TV, try to reset, etc) to no avail. I told the Sony representative that a red light flashed 4 times. I was told to take the TV in for service. I took the TV to Household Central Services on December 30. Today, I was told that the TV's LCD panel has failed, Sony no longer services this part and the TV was unable to be repaired.

I find this outrageous that a $2250 TV that is 3 1/2 years old is basically suitable for a trash land fill. I purchased Sony with the intentions of buying a quality product that would last more than 3 1/2 years. From what I have been reading on the internet, this appears to be a fairly common problem with Sony televisions.

I have tried to contact Sony's customer service in order to get satisfaction with my issue. Unfortunately, Sony does not have any customer support that is based in the United States and the people on the phone were not at all interested in resolving my issue to my satisfaction. I was basically told it is out of warranty and tough luck. I find this response unsatisfactory and I am filing this complaint in order to get a satisfactory resolution. I plan escillating this matter with my State Attorney General if Sony does not respond or basically advises me that my product is out of warranty and touch luck.Desired Settlement: I am seeking a refund or exhangne of this defective TV for a new TV. I realize it is 3 1/2 years old, but I also think it is realistic that a TV would last 10 years. Therefore, I would be willing to pay for 35% of the cost of 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 KDL55NX720. Sony has already contacted this customer, we advised him to please email a copy of the Bill of Sale of his unit to [redacted] and include the Event number, [redacted],in the subject line of his email. We will further check what options we could provide the customer. We would like to get this issue resolved and to be taken care of. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have provided Sony a copy of my originial bill of sale for the television that has failed. I have requested that the person from Sony contact me today (January **, 2015) regarding their proposal to resolve this situation. As I do not know at this time what Sony's response will be, I can not say that my inquiry has been resolved.

[Your Answer Here]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720. Sony has already contacted the customer thru phone and email, we provided him the tracking number for the replacement unit, SY73173314. The customer emailed us today Wed 2/*/2015 11:02 AM, confirming that he already received the replacement television . Sony now consider this claim as completed and resolved.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.

Sincerely,

Sony Corporation has horrible customer service. I recently purchased some Sony PlayStation devices and within a week the device was not working. After waiting for over an hour to speak with a representative, I was told that even though it is a common problem, I would be responsible for covering the cost of shipping, waiting an extended period to see if they could fix the issue, and also not getting reimbursed for any of my monthly subscription fees while they have the remote. Sony gives you the run around when you ask about logging a complaint or getting fees reversed and makes it impossible to work with them. They ultimately would not work with me and gave me an address to write a letter and send it rather than an email, phone number, etc. I will never buy another Sony product and will tell everyone to stay away from these systems until they get all of the issues worked out.

Review: In 1/*/2014 I purchased a Sony Vaio Pro 13 laptop from the Sony Online Store. Due to noise issues arising from a possible defect I sent it in to the [redacted] repair center numerous times to have the issue resolved. However, Sony was ultimately unable to fix the issue and agreed to issue me a full refund via check of $1131.13. According to Sony, the check was requested & approved on 9/**/2014, and was expected to be processed and delivered to me in 4-6 weeks. As of now it has been over 10 weeks, and I have still not received the check. I've been in constant contact with Sony through e-mail and phone and aside from letting me know the obvious -- that there is a delay in the delivery -- they refuse to give me any updates whatsoever blaming their inability to look up any information about my check. I am a college student majoring in Computer Science who has been inconveniently without a laptop for an entire school semester due to Sony's refusal to return my money that I spent on one of their defective products.Desired Settlement: I'd like to have the check of $1131.13 in my hands as soon as possible so that I can purchase a laptop and continue my studies.

If possible, I'd also like the accounting department of Sony to contact me through e-mail or phone to give me a explanation for this unreasonable delay.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the status of the refund for his Sony Notebook SVP132190X. We already talked to the customer and he was informed why there was a delay on this. Currently, another check was already processed with his correct address. Sincerely, [redacted]

Consumer

Response:

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

I have indeed been informed that there has been a delay on the part of Sony in processing my check -- multiple times, in fact. But being told the obvious doesn't really resolve the issue. In response to my Revdex.com complaint, Sony has contacted me and has assured me that another check will be processed promptly. They told me a week ago that I will be receiving a call once the check is processed and a tracking number generated. I am still waiting for the tracking number.

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

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about his refund for the Sony SVP132190X. Sony has reprocessed another request for a check to be delivered to customer’s address, apparently there was a delay on this due to system issues. Our email response team is currently updating the customer with the status of his refund. 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.

Sincerely,

Review: I talked to [redacted] from El Salvador, employee of Sony, on this September [redacted] 2014. He suggested to email Sony under Event Number [redacted] regarding the TV MODEL .NSX-46GT1 purchase around a year and a half. This TV has being completely off, out of service for 5 months. It belongs to my son, he is 28 years old and masters of accounting, employee as an associate tax services at [redacted]. The prior information is the reason why he let it go and the time pass without him contacting Sony for the repair or exchange of this TV. The TV is in excellent condition on the exterior but the system has known to have problems and several complaints by other owners. It is a good looking internet tv and very expensive, over $1,300.00 price, but unhappily ours is not working at all. I called Sony and sent emails to customers service and I have not received a response. I am a good client of Sony, we own two Bravia Sony Tvs over 45 inches each of them, ps1,ps2, ps3 and ps4, plus a blue ray DVD player. We never have a complaint on there products nor did we used the manufacturer or extended warranties we purchase. But this TV SEEMS TO HAVE SYSTEMS PROBLEMS THAT WEREN'T ADDRESSED BY SONY PER THE REVIEW COMMENTS and COMPLAINS OF OTHER OWNERS of this TV MODEL. Please help us obtaining a solution to this problem. WE WANT A TV THAT WORKS. AN EXCHANGE FOR A WORKINGODEL WILL BE SATISFACTORY TO US IF SONY CONTACT US.

Product_Or_Service: december **, 2013Desired Settlement: DesiredSettlementID: Replacement

Exchange the broken tv for a new working tv as soon as possible.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding thecomplaint your office received from [redacted] about her Sony Internet TV NSX46GT1.

Sony has talked to the customer and we already discussed the offers that we have for her unit: First to replace her TV with a Sony factory recertified unit ofthe same or comparable model for $579 local sales tax and this replacement unit will come with a 2 year warranty , second offer is to provide her a 15 discount for a brand new unit from our Sony Store. Customer declined on our offers.

She would like to know repair option, we refer her to [redacted] , apparently this location is too far for her, she opted to bring unit to [redacted] Service.

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

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 already answer to this proposal. The answer is no. I do not purchase nothing from [redacted] because their customer service it's horrible. They subcontract repair agents of small uncertified stores all over the city. [redacted] sells this tv model. I asked [redacted], from Sony's customer service if I could take it or contact [redacted] but they don't agree. The TV is brand new used as a computer 2nd screen by a 28 year old master of accounting from FIU it is ridiculous that Sony can't even try to troubleshoot it. They are given their name to products that they don't have any knowledge on how they are made. Not even a car depreciate on a year.

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 NSX46GT1. We reviewed the case and have called the customer. We informed her that offers still stand 1. 15 percent discount 2. purchase comparable recertified TV of latest technology for $579 plus tax. Explained to customer the $310 value she was insisting her TV had was actually a negative value currently since the unit is Out of Warranty and needs repair. Since customer prefers brand new, we extended another offer 3. purchase KDL48W600B TV Brand new for $480 plus tax in exchange for old TV. Customer refused all offers insisting that she be allowed to purchase the latter for $200 tax. Advised customer that all offers provided were final. Sony considers this case closed and we will no longer respond to customer’s complaint.

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 purchase the new model minus $310.00, the value you Sony gave to the tv we have problems with.In other words pay in cash the difference between the $450.00 minus the tv in exchange value at $310.00 by Sony. With taxes we will pay in cash the didifference + the broken tv.($310.00 value)

That will be fair. Won't settle to pay $475.00 + $310.00.

Nor we will send a tv value at $310.00 for nothing.

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

Sincerely,

Review: I purchased a Sony xperia z3+ phone around 6 weeks ago. I subsequently noticed that the phone was slightly bent. After doing some further research on-line there have been a plethora of complaints against Sony about this defect in their product starting in 2014 with the Xperia Z3. They claim the phone was physically abused after I sent in to them for repair and I needed to pay to fix it. I always treat my cellphones very gently and would be prepared to sign an affidavit that I did nothing that would invalidate the warranty. For reference purposes this problem sounds very similar to the [redacted].Desired Settlement: I would like the phone replaced with a new phone and a model that does not bend eg the Xperia z5.

Business

Response:

The customer’s phone arrived at our repair center with the bend shown in the attached image. The damage to his phone was not caused by a product defect and will not be covered under the Sony Mobile warranty. We have offered and continue to offer an out-of-warranty repair for a fee.”

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 phone was not abused in anyway. There is overwhelming evidence throughout the internet that there is a problem with your phones bending which is even detailed on your website at [redacted]. I reject your claim that the phone is not defective. It is not normal for a phone to bend by itself.

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 claims that the phone was physically abused in their latest correspondence which I dispute. This in corroborated by the attached letter from their repair center that states that the phone was not physically abused. If the phone was not physically abused then there must be some kind of defect with the phone which caused it to bend and my original complaint stands.

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

Sincerely,

Business

Response:

The denial of warranty letter to the consumer clearly sates that the phone was found to "not" be covered by warranty.The denial of warranty letter further states that the phone was subjected to "physical damage".Physical damage is not covered by Sony Mobile's Limited Consumer Warranty.Sony Mobile's offer of an out of warranty repair is available to the consumer.Sony Mobile considers this matter closed. We will make no further comment on this matter.

Review: Regarding Case NO: [redacted] and Work Order: [redacted]On June [redacted] 2014, I have called the SONY repair and warranty center and have opened a case with the number mentioned above, and SONY has created a work order with an above mentioned number for the following item.SONY Receiver: [redacted] with the following serial number: [redacted]I have purchased this receiver in august of 2010 at the SONY Outlet that was located in the [redacted] in [redacted]. The store is no longer there. Thus far it has functioned perfectly. Sometime Mid-May, after shutting it off like I always do, the next morning the unit powered on, however it was not switching any HDMI inputs. Not manually not by remote. I have shipped the unit to the LAREDO SONY Repair facility along with the original receipt and a letter explaining the defect.On Wednesday July **, 2014, I called the Laredo center to inquire why it was taking so long on the repair of the unit. I have spoken to somebody that informed me that they could not contact me on the email or the phone provided about the repair because they couldn' not establish warranty. This is ridiculous because on the letter I had sent them I had the correcet contact information and the original receipt.Then they ship the unit back to me (unprepared and damaged as well - apparently it was dropped or nicked in a corner either at the facility or in transit).Ever since I received the unit back I have tried desperately to talk to somebody in charge and I keep being blown off. I've sent numerous email's to SCA and to support. Nothing gets resolved and now I'm stuck with a unit that is still in warranty until August of 2015... This is unacceptable from SONY. All my equipment in house is SONY, because I trust their quality and reputation. Now, this incident blows my mind! I'm seriously contemplating to switch brands, if this is how SONY provides customer support.Desired Settlement: I would like my equipment repaired or replaced. I'm not sure what they are going to do about the damage in transit or at the location but I need my equipment to function. Preferably I would like a new unit! And most of all I would like for SONY to take their customers seriously and revise their hiring guidelines. It is unacceptable from a corporation as SONY to provide such poor service, care and quality customer service...

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office recieved from [redacted] regarding the STRDA4400ES. Sony has contacted this customer and was advised to send his unit back to Sony repair facility to get it evaluated and repaired. Customer has agreed to this option and will send the unit to Sony.

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

Review: I purchased a Sony RX100 DSC-RX100 Cybershot camera in May of this year, and I went to the site and purchased an extended warranty, which I was lead to believe covered accidental damage (i.e. drops, dents, etc.) I took the camera on a trip, and within a week, I noticed the lens front was dented, the shutter gate wouldn't shut when it retracted, leaving the lens halfway exposed. I called and set up a repair work order, and sent the camera to this facility in Laredo TX. They said that it would be repaired under my warranty and sent back to me, when done. A week later I got a call from someone, saying that my camera had been "evaluated", and would I call them to "set up repair arrangements". I was under the impression that I had already done that. Called the number, and told the guy that I had purchased an extended warranty, and that I had set up (or so I thought) a repair. I gave him the work order #, and he put me on hold, came back, and told me that, yes, I had 600.00 toward my warranty, and asked me if I wanted to use it for repair (400.00), or a replacement camera (260.00), I told him that I wanted the replacement, he said that it would be deducted from my warranty amount, and that I would have 340.00 left in it for future repairs. Told me it would be sent out. Fine. A week goes by, and I get ANOTHER call from Sony, asking me what I would like to do about my camera(!?) I call them back tell them that I based it out a week ago, and a guy gets on and tells me that I purchased a BASIC warranty, not one that includes accidental damage. If you follow the links on the website to buy a warranty, there is only one purchase button, they the website purposely misleads you into thinking you're getting the full warranty deal,plus the accidental damage repair. I feel like I'm being given the runaround here.If necessary,I have additional screenshots that can back this up. They quite explicitly say "Accidental damage" in a bulleted list under the warranty purchase option that I followed.Desired Settlement: I want the camera Sony RX100 (DSC-RX100) replaced with a new one, as I was promised originally over the phone.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from[redacted] regarding the Sony DSCRX100/B. Sony has tried to contact the customer but we failed to get in touch with him. Sony would not be able to assist with the repair since the technician in our repair center determined that the camera has Physical damage, which was explained to the customer that physical damage is not covered under Manufacturer?s warranty. In addition to that, the 4-year Service Plan for Cameras and Camcorders that the customer purchased does not also cover physical damage. Customer was also offered a refurbished DSCRX100/B for $260.71 which the customer initally declined.

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

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

Consumer

Response:

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

Sincerely,

Review: In July of 2014, I sent my Sony DSWX300 digital camera to the Repair center in Laredo, TX to be serviced.When I initially called to have the repair authorized/work order created, I was told I would receive my camera back in a span of 7-10 days.After the 7-10 days passed, and I hadn't received my camera back. I looked in to the work order status and saw that an amount of $88.54 was needed from me to commence repairs.NO ONE at the service center contacted me about this. When I contacted them, and informed them about my one year warranty [the camera was purchased on August **, 2013], I was told that the warranty didn't cover the needed repair. I was also informed that the camera arrived with external damage to the lcd screen, and photo documentation was taken, but never sent to my email address.I DID NOT send my camera with a broken LCD screen. I sent my camera in to be repaired because of exposure malfunction when taking still photograph images, and because of static that had recently appeared on the [non-broken] lcd screen when it was turned on. No damage was apparent to the screen when it was in off mode. This was an internal malfunction that should've been covered with the manufactures one year warranty. I was told the camera's internal mechanism could NOT be fixed as Sony's technician hadn't authorized it and decided the problem was the lcd screen, that arrived broken due to shipping/handling.I was also told that I could have the camera sent back to me at no cost, but in a state of disrepair. This is unacceptable to me.Desired Settlement: I need the camera to take proper still quality photographic images [the initial reason why I sent the camera to be repaired]. I need the internal mechanism repaired.If they cannot provide a repaired camera, or a replacement model in adequate condition, I am requesting a full refund of $359.69 that was the amount I originally paid for the camera, as their one year warranty isn't being honored for covering repair.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding DSCW300/B. Sony has contacted this customer and was advised that unit has Physical Damage and we cant cover the repair of the unit we offered the customer a coupon code for the customer to buy new Sony product with 15% discount, the customer refused that we did tried to offer the customer a replacement unit DSCWX300/B. b stock for $170.00 plus tax the cusotmer still refused the best offer we can provide . The customer just requested to send the old unit back to their place.

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

Consumer

Response:

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

[Your Answer Here]

Sony did offer a 15% discount to be used on the purchase of a new camera. It was not what I desired as the camera I sent in for repairs was purchased barely one year ago. They then "offered" me the ability to purchase a refurbished camera for $170, which was declined by me as I just want my camera to be covered by the warranty.

Furthermore, when I inquired if their repair of the lcd screen would also include the internal mechanism of the camera (causing over exposure in still photo images), I was told it wouldn't. I was repeatedly told that the problem with the camera was the lcd screen and only that, even after repeatedly explaining that the static on the lcd screen had only appeared in the week prior to sending the camera for repair, and exposure issues had been occurring for atleast a month before that.

I am completely unsatisfied with Sony's reluctance to service my product/honor their warranty on a product not even a year old, and their insistance that I purchase more of their products would be an adequate solution. How am I to trust the Sony brand if I were to buy a refurbished or new model, if their product has previously failed in functioning properly and they in repairing it?

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 physical damage has never been sufficiently explained to me. What exactly is damaged with the camera? How was I responsible for the damage to the camera, and how is SONY not responsible for honoring the one year warranty?

After I sent the unit for repair, NO ONE contacted me regarding the unit. I had to contact the Repair Center, and was only told there was 'Physical damage'.

Sony is unable to clearly specify what kind of damage the camera has, but are UNWILLING to honor their warranty.

I am still requesting either a replacement camera, free of charge, or a full refund as the camera was under the one year warranty.

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 Cyber-shot Digital Still Camera DSCWX300/B. We did review the complain and call the customer regarding the diagnosis of our technician we even send her a photo when we received the unit advised the customer that Physical Damage is not covered by the warranty since she refused to pay for it Sony just sent the unit back unrepaired she understood.

Sincerely,

Review: I have been having issues with my Sony KDL-52W5100 television (LCD Digitial Color TV). Problems include shadows, ghosting, lines on the screen. This requires 20 minutes of "warming up" the television, unplugging it, turning it back on. This gets rid of the shadows and ghosting but the lines still remain. I have chatted with other members of the Sony Online Community who have had similar issues and they assure me that the television will eventually die. Research indicates that similar issues on XBR and Z models have been recalled due to faulty panels. Sony's first course of action was to just tell me to unplug the television. Next, it was to contact a Sony authorized repair shop. Both shops in my area were quoting at least 100 dollars just to come to the house, plus service and parts. Apparently this can cost at least $1,000 (about the same as the original price of the television). Then it was an offer for a small percentage off of a refurbished television. I was finally told that since this was not a situation that would cause me harm or put me in harms way (their only reasons for a recall apparently) that they could not help me. There is an obvious manufacturing flaw with the panel which they will not acknowledge in this model but did with at least two other models.Desired Settlement: I am asking for Sony Corporation of America to replace the current television that I have possess with a new product, not a refurbished or discounted one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL52W5100. We spoke with the customer on June **, 2014 and explained that Sony will not be able cover the repair nor replacement as the unit is already out of warranty. We offered him a 15 percent discount coupon towards a new purchase as a good will gesture from Sony.

If you have any questions or require additional information, please feel free to contact me at [redacted]

Consumer

Response:

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

There are two (2) other similar models of the same television that have been recalled. Both of those models have been recalled due to comparable issues with the panel. The display demonstrates issues such as ghosting, shadowing, and horizontal lines. While the product may be out of warranty there is no reason for these issues to be occurring on a product that is only four years old. Sony Corporation of America should acknowledge their use of faulty and cheap glue in the panels and either (1) reimburse the consumers of this model or (2) at least replace the television free of charge.

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 your Sony Bravia, (KDL52W5100). We have reviewed the information that you provided.

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

We apologize for any inconvenience this matter may have caused you. However, due to the fact that your product’s limited warranty has expired, Sony will not be able to honor your request.

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 Corporation of America is hiding behind their warranty. The product in question has had similar defects in countless other consumer products. If they took the time to view online blogs and their own community forum they would be forced to recognize these defects. They have already acknowledged a similar defect in two other similar models (Z, XBR) with panel issues but refuse to acknowledge the KDL panel issue. I did nothing wrong in this process other than buy a SONY product that they refuse to stand behind. Using cheap glue in an [redacted] factory should not be my problem, it is theirs, and I am asking for nothing more than a replacement (which would just make sense) or at least for SONY to repair the product. These two solutions would be much easier on an individual basis than recalling every single product with the same model number. Just fix my tv please.

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

Sincerely,

Review: I purchased a Sony Vaio S Series 15 Custom Laptop from the online store. We had it built with many extras to make it especially nice, fast and long lasting. We ordered a plastic shell for the top, which broke quickly, and a 3 user pack of Office & Student only one have I been able to download. We ordered it on 12-**-12 and it shipped 12-**-12 so I know it was 2013 before I received the computer.Within 3 months the cord was a bit wobbly plugging into the computer but it worked fine. In late June of this year the computer was working fine one day & I got up to use it and it would not turn on. I had been on vacation over the [redacted] of July so it was the [redacted] when I first contacted Sony about the problem.We had the extended warranty so I didn't expect a problem, but quite honestly the computer was only a year and a half old at the time! At first they were going to give me a work order number to take it to [redacted] to have it fixed but then they couldn't find my records. I gave them all the order numbers, product numbers, serial numbers etc that I have. It was purchased under my name and paid for by [redacted] so I thought there may be some confusion regarding that. The lady told me she would have to have someone else look into it (finding my records, which I gave her already) and get back to me. I never heard from anyone until August [redacted] at 10:31 am while I was in my kids Doctor's appointment, so I had to call back & get more (hours) run around on the phone from [redacted] & [redacted] before him. I got the exact same story-I need the purchase information and I'll get it to the correct department for review. He said he would put it in the CRITICAL RESPONSE FILE so it would be taken care of in a couple of days. Then I expressed how long this was taking & how disappointed I am in Sony's response. I kept all emails, receipts, treated the computer like gold & praised Sony to everyone (my 1st was stolen) & I was very upset by then it was going on a month all together. I called back today as I had heard NOTHING STILL FROM SONY! Again I got I'm sorry, same run around, asking for the proof of purchase again and my info and the same junk. I had to hold for 40 minutes & I don't have unlimited cell minutes. I have spent hours and money trying to resolve this and get nowhere. I asked to speak to a manager on the floor today & was told none were available. I asked last time and got the same answer. I believe I have the right to speak to a supervisor to help resolve this dispute. I finally took the computer to be diagnosed by Milwaukee PC Co at my own personal cost so I could find out what was wrong. I was devastated to find out the mother board is fried/shot on my laptop that is barely a year and a half old. The customer service has been an abomination & the if they don't stand behind their product I paid so much for I will considerate the same.Desired Settlement: The mother board is broken and so is the charger port loose & wobbly after such a short time. I use a laptop cooling pad and work at the kitchen table to work. I very rarely take my laptop anywhere, but that is the point of a laptop-portability. I have a very good case to protect it when I travel to school. I am a loyal Sony person and even purchased two phones from them. I just want them to stand behind their product and not shaft the little guy because they can't find the paperwork that I gave them 3 times now. I need the computer for work and being without it is causing me hardship. I live in the country and can't just run to town. Thank you for any help you can give me.

Business

Response:

Dear Dispute Resolution Services:

Review: Ordered battery charger for my cyber shot camera. Told the sales agent the model and she told me the price was 38 dollars. Upon delivery the charger compact able with my camera, but the USB that came with charger is not compact able with my camera. Called customer service to let them known of the wrong product, they want me to return both the charger and the USB and purchase another set for 71 dollars. How did the price double within one month.Desired Settlement: I want exchange for USB that is compact able with my camera without extra cost.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony Digital Still Camera DSCS780. We spoke with the customer on June **,2014 and we placed an order for a USB cable at NO COST.

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

Consumer

Response:

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

Sincerely,

Review: I purchased a Sony laptop and it did not work.

Only July [redacted]. my wife and I went to Fry's Electronics at [redacted] to buy a lap top computer. We looked at the Sony Vaio Model number F14325CXW and decided this is the one we would purchase. The sales men brought the box out and said he would take it up front and give it to the cashier, and when we went to purchase it that is when they would give us the computer. The computer had a sealed Sony tape across the opening of the box. After we got home, we turned the computer on and noticed that there were some horizontal lines that were discolored on the screen. We immediately packed the unit back into the box and proceeded back to Fry's to exchange it for a new one. They told us to take it over to the computer tech. dept. the technician turned it on and verified the display was bad, and check a few other things out, and went and got his [redacted]. The [redacted] told us that the computer did not come out of that box. He explained that the serial number did not match, and the model number on the laptop was SVF14214CXW which was not the same model that he had purchased. We had told him that this was indeed the laptop that came out of that box.Desired Settlement: I would like a new replacement for the laptop that I purchased

Business

Response:

Thank you for contacting Sony electronics Inc. regarding the complaint your office recieved from [redacted] regarding a Sony laptop. However, the phone number ###-###-#### on the complaint cannot be contacted and not a valid phone number. The customer have not called us yet since we received the letter. Please let the customer know that we need a valid phone number and the model number of the unit. The customer may call us back at ###-###-####. Operating hours M-F 9am-6pm EST and reference the event id number [redacted] and provide the information we need for us to better assist him with his concern.

If you have any questions or require additonal 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 can call me at ###-###-####

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 SVF14214CXW. Sony has contacted the customer and he already provided information regarding the issue. A buyback has been process and he will receive the check amounting to $869.82 within 4-6weeks.

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

Review: Purchased extended warranty and conceirge service with terms on onsite service within 24 hours of call if couldn't be resolved by phone.

I purchased a computer from Sony Store in [redacted] on 12/**/11 At the same time I purchased an extended warranty and conceirge service. According to the terms of the warranty, I was entitled to onsite service within 24 hours of a phone call if it couldn't be resolved over the phone. I had purchased this computer for my business and they knew I'd be traveling extensively which was the purpose of acquiring the onsite service. I was in [redacted] traveling and had a screen malfunction on the computer. I called Sony who determined it was a hardware problem requiring a new screen. After numerous phone calls to Sony at the [redacted] store -- at their service number-- which answered in the Phillipines---over a period of 6 days, countless hours on the phone and on hold---I've been told they don't know when/if I'll get service. They ended each phone call thanking me for dealing with Sony. The extended warranty is a consumer fraud and Sony has acted in a dispicable manner. In addition, I'll be making a complaint to the Florida Attorney General requesting a class action on behalf of all similar people. Sony tried to comfort me saying I'm not the only one not getting service.Desired Settlement: I want the cost of the computer $5,039.55 refunded and the cost of the warranty.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCZ21SHX/X. We have been trying to get in touch with this customer since April **, 2014. We sent him a Contact-Us email on April **, 2014. The customer returned our phone call and we have spoken to this customer and requested for him to send a copy of his receipt on the [redacted]. Sony has not heard from the customer to date. Sony is currently waiting for the customer to call back to discuss the refund options for her 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 have contacted them. When I called them I was put on music for 30 minutes then transferred to two people. The people were from out of the U.S. and difficult to understand. I did scan and send them a copy of the receipt. I bought the computer from their [redacted] store and they acknowledged they could obtain it themselves. Since that time I have not heard back until I received email from Revdex.com.

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 complain your office received from [redacted] regarding the sony VAIO VPCZ21SHX/X. Sony has contacted the customer Uagust **, 2014 and advised him that we can offer refund on the ServiceNet Extended warranty if he can send us the actual copy of the receipt indicating the amount paid for the contract. The customer was unable to provide the actual copy of the receipt. As a result, Sony is unable to provide refund option. Just like what the customer has provided to Revdex.com, Sony received a document stating his ServiceNet warranty coverage. Sony offered the customer to repair his original unit at NO COST, but the customer refused and prefers just refund of the extended warranty.

Advised [redacted] that the only way Sony can process refund is to have the actual receipt showing the contract price.

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 called me a few days ago and the lady provided the exact same response as the last person from Sony did during their last prior response. Both times they asked for something they know and the prior person acknowledged does not exist. At first they requested a receipt for the Sony computer and I provided it. Next they asked for a copy of the Sony warranty and I provided it. Next they asked for a copy of the extended warranty and I provided it. During the prior go around they asked for a itemized receipt for the extended warranty. When I purchased the computer directly from Sony at their store in [redacted], I worked with the sales person and configured the computer with various options such as more memory, more RAM, extra battery and a warranty that guaranteed on site next day repair. The receipt indicates all the items as configured but then has a total price not an itemized price. The prior Sony person in this Revdex.com exchange acknowledged that but said that is what corporate is requesting. Corporate he said transferred the matter to his department to handle. I asked him to get individual price from corporate, clearly they know what they charged only a few years ago. they have a data base. He said he was not allowed to contact corporate. Thus the strategy has been to ask for documents hoping I will go away and when I did not they simply asked for a document they know does not exist. As far as their offer to repair the unit. For many months I was on the phone with them always promising to get back to me but doing nothing. I eventually replaced their computer. If they want it back they can have it. Only after the Revdex.com complaint was filed did they respond and then only to provide an empty offer. The purpose of my Revdex.com complaint was to warn others of their deceptive business practices.

.

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

Sincerely,

Review: On 10/**/2014 I called Sony Support for issues with my laptop. They acknowledged that it was a hardware issue under warranty. I have a 3-year warranty with Express Shipping. They said [redacted] now handles their warranty repairs and to take to a local [redacted]. I took it to [redacted] on the same day and I was told I need an authorization letter from Sony to do warranty work. I called Sony back on the same day but I did not get the authorization letter until 10/**/2014. I dropped it off at [redacted] that day. The laptop did not arrive at the [redacted] service center until 11/*/2014. The [redacted] did not have the warranty authorization and I was not notified until the next day whish took several more phone calls to straighten out. [redacted] did not have parts on hand to repair the laptop and had to order them from Sony. The repair was not completed until 11/**/2014. The laptop finally got back to my local [redacted] on 11/**/2014. When I went to pick it up, the laptop would not start up. After waiting 30 min I was informed the new motherboard the depot installed had the wrong BIOS. The local [redacted] will attempt in onsite repair, but they may need to send it back to the depot. Original Sony Order Number: [redacted], Sony Authorization Letter - [redacted] Service Order # [redacted]Desired Settlement: The money I paid for 3-year Express Ship Service with Accidental Damage from Handling for Laptops has not gotten Express Shipping. In addition the delays in service are simply unacceptable.

I need this laptop finished and returned in an expedited fashion. In addition I should get a refund on the express shipping warranty given that it looks like transit times are about 4 days between my local [redacted] and the depot, and it took the depot 15 days to get parts from Sony.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVS13A190X . Sony has already talked to [redacted] and [redacted] and advised them that we need to wait for the result of the repair. If [redacted] wont be able to fix the unit then that would be the time that Sony will process a buyout of the unit. The customer understood the process. 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 have determined that my complaint has NOT been resolved because:

The laptop was finally receivedback from [redacted] on 12/*/2014.The repair is not satisfactory.[redacted] replaced the originali7 motherboard with an i5 motherboard which is a significant downgrade.The disk array also was not infactory original condition, a [redacted] service tech needed to update thefirmware on the new motherboard to enable the RAID0 configuration the unitoriginally had.One of our own service techsthen set the disks back to RAID0 and restored the operating system image andfound that the CPU had been downgraded.It is now day 44 that thislaptop has been out of service under Sony’s Express Ship warranty service.I need a replacement laptop ASAPThe ###-###-#### phone numberprovided by [redacted] just connects to Sony’s main customer service lineand I was not able to contact her.

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

Sincerely,

Consumer

Response:

I have accepted the businesses offer of a check for $2,659.98. I sent an email response to Sony support on 12/**/2014 telling them to send the check to:[redacted]I did not receive a response to the email. I will consider the matter closed when I have the check.

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 SVS13A190X . We contacted the customer, how ever we were not able to talk to him directly. A check request has been created and he will be receiving it within 4-6 week with an order number [redacted] amounting to $2,659.98. Sincerely, [redacted]

Review: On Jan. [redacted], 2014, I called Sony corporate to initiate a warranty claim on my Vaio laptop to replace a defective key on the keyboard. They required the purchase receipt which I obtained from the reseller and faxed it to them three times with successful fax confirmations, yet they could never find it. I had to speak with a [redacted] and emailed it to him successfully. Next is that Sony customer service stated that once the part was received by a service center, a repair technician would call me to setup a repair date. over the next several weeks, I would receive emails from Sony stating that the service center had tried to call me unsuccessfully yet no one called me. I would call Sony customer service each time I received these emails stating I had received no calls. I received another email last week stating that the repair center tried to reach me unsuccessfully. Upon calling them back, we discovered one digit of my phone number was transposed in their case notes, however I did receive calls from Sony customer service. How could Sony have my correct phone number and call me, yet the repair company didn't? I had the Sony representative call me on my cell successfully to prove calls were coming through. The rep's name was [redacted]. I called Sony again this past Monday asking why no one had called and they once again guaranteed that a technician would call me this week. So far, no one has called. Today, Feb. [redacted], I emailed Sony again complaining that I was getting nowhere with Sony and was being told lies by the customer service reps and with no resolution in sight. This person emails me back stating the keyboard hasn't even shipped yet. So if the keyboard hasn't been shipped, the service center won't have it and I won't be receiving a "guaranteed" called from a service technician to schedule an appointment. No one is providing a straight story, the customer service reps lie and are incompetent and no one at Sony cares to resolve my issue. To make matters worse, I am having power issues with it now.Desired Settlement: Sony is refusing to fix my laptop which was under warranty at the time I initiated the call so I want a full refund of the purchase price including tax of $800.36.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE17125CXB. Sony has

contacted this customer and offered an exchange for a comparable model computer

refurbished at no charge due to delays in onsite service and tech caused

damage. The customer chose to have the computer repaired at our service center.

The customer will send his unit for repair under warranty.

If

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

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

Sincerely,

Consumer

Response:

tter Business Bureau:

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

[Your Answer Here]

The response from Sony isn't acceptable. There is no evidence to date that demonstrates Sony has the ability to fix my problem. From the inability from anyone at customer service to provide accurate information via email or phone calls, the length of time this has taken to the inept technician who has damaged who knows what at this point. I am concerned that once the laptop is looked at by Sony, they may determine it's unrepairable or not fix it properly and will offer a refurbished unit which I do not want. I choose the repair option at the time because I wasn't offered a complete reimbursement option. It appears that once Sony knew I choose the repair option, they decided to close the case instead of offering to reimbursement me. I am still requesting a full refund and will hold on to the laptop until I receive a response from Sony.

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 SVE17125CXB. This computer has been repaired under warranty and was returned to the customer on 03/**/14.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I placed an order with the Sony Store via phone (###-###-####) on 1/**/15. Order was for $5392.88 and was delivered by [redacted] on 1/**/15 in 3 boxes. All boxes were intact and sealed and did not have any evidence of tampering. One item of the order was a Rechargeable Battery Pack, Item # 27-NPFV100, quantity of 3 for a total of $375.73. After thoroughly checking contents of boxes, I discovered that only 2 of the battery packs were delivered. I contacted the Sony Store cr for assistance. They told me that they would have to investigate and it would take 24 to 72 hours to complete the investigation. I informed them that was unacceptable. I had placed the order with expedited shipping and needed the battery packs for an event on 1/**/15. Also, I requested a manager and was rudely told that was the policy and there was no other recourse. I then searched the internet trying to find some other customer relations for the Sony Store; other than the above phone number. I came across the Sony Community Customer Relations blog and posted a message. Here is the conversations that transpired:

Sent to Sony Community Customer Relations blog on[redacted], January[redacted]:

How do I contact customer relations? I am not satisfied with response from sales office.

I purchased over $5000 in video equipment. I received my shipments today. In one box, I was missing a rechargeable battery pack (NPFV100). I had ordered 3; but, only 2 were shipped. The packing slip indicates that 3 were shipped. I need this equipment for an event on 1/**/15. This is why I paid for expedited shipping. Now the sales department tells me they will have to investigate and that will take 24-72 hours. Seriously?

I need this extended battery pack (for which I have paid and not received).

Reply from Sony blog on[redacted], January[redacted]:

Re: How do I contact customer relations? I am not satisfied with response from sales office.

Hi[redacted], I will review your case. Please provide via private message the order #, model # of the device where you'll be using the battery for, phone # and any reference #'s (if there's any). Thanks, [redacted]

My response to Sony blog on[redacted], January [redacted] at [redacted]:

re: how do I contact customer relations? I am not satisfied with response from sales office.

From: [redacted] To: [redacted] Sent: ?01-**-2015 [redacted] Read: ?01-**-2015 [redacted] Order # [redacted] The 3 rechargeable battery packs, item # 27-NPFV100, are to be used on my 3 Sony video cameras purchased through the Sony Store: 2 NEXVG30H, 1 NEXVG20H.

These are extended life batteries that allow recording for up to 650 minutes.

As I previously stated, I placed the above order for more than $5000 in video equipment and received my packages today via[redacted]. All of my order was received except for one of item # 27-NPVF100. I need the battery for an event on 1/**/15; which is an all-day event. This is why I paid for 2-day EXPRESS shipping.

In contacting customer service, I was told that they would have to investigate and it would take 24-72 hours. This is totally unacceptable. I paid for this equipment and expected to receive the entire order.

Reply from Sony blog on[redacted], January[redacted], at [redacted]:

re: how do I contact customer relations? I am not satisfied with response from sales office.

From: [redacted] Sent: ?01-**-2015 [redacted] Hi [redacted], I understand your need of the accessory that is why I tried to accommodate by processing the order for the missing battery. However, it said that the part is in back order and there is no estimated date yet on when our warehouse will be replenished. Here's the agreement, since Sales Dep't uses different allocation, you can buy the part again from store.sony.com; you can have it shipped overnight. We will reimburse the fee. Just give us the order #. Refund will be though Sony Gift Card or check. If you will choose GC, you can have it within a week. For check, turn around time will be within 4-6 weeks. Let me know about your thoughts. By the way, I have called Sony Style Customer Care. They said that your case has already been escalated. Resolution though might not be early as the upcoming event that you have mentioned. Sorry again for the inconvenience, [redacted]. Sincerely, [redacted]

I cannot believe that their resolution was for me to purchase another battery pack and request reimbursement via a check or Sony gift card.

As of today, 2/*/15, I have not heard a word from Sony regarding the undelivered battery pack which was paid for in full. It is well beyond the 24-72 hours for the investigation to be completed.

When I placed the order my call was routed to the [redacted] and they could not be more accomodating. However, when I contact the Sony store regarding the missing item and was again routed to the[redacted], they were not so accomodating in resolving the problem,Desired Settlement: I would like delivery of the battery pack (27-NPFV100). Also, an apology would be nice.

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the missing battery pack, 27-NPFV100. We already called the customer and advised her through voicemail that we already placed an order to replace the missing battery on her package. The new order number for the replacement is [redacted]. The [redacted] tracking number for the shipment is [redacted], delivery mode is under 1-day rush. It usually takes 1-2 days for the item to be shipped.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.In a nutshell, I ordered over $5000 in video cameras and accessories from the Sony Store with expedited shipping. Received delivery of order excluding one extended battery pack (value $152.99 including tax and shipping). When notifying Sony of missing battery on 1-**-15, was told that escalated investigation would take 24-72 hours. I needed the missing battery for event on 1-**-15. Well, on 2-*-15 (168 hours later), after not hearing anything from Sony, I filed a complaint against Sony Corporation USA in [redacted] with the Revdex.com. Surprise! I got a response from Sony about 30 minutes after filing complaint. They wanted to send me a credit and I informed them I would prefer a battery. I received the missing battery on 2-*-10. Thank you, Sony and Revdex.com.I am a BIG fan of Sony video cameras. They are quality cameras with excellent performance. I am sorry to say that I cannot say the same about their customer relations. When searching for Sony customer relations, it links you with their Sony Community blog. Go on their customer relations tab and read some of the sad tales. I had gone there before filing my complaint with the Revdex.com and posted a message for assistance and the response was a joke. Someone from the Revdex.com should check the blog and offer assistance to those poor souls.

Sincerely,

Review: Called Sony Service Center 3-*-2014 regarding repairs on my 300a Sony Camera, was advised to send it to the center. I was given a work order number at that time from Ian. On the 3-*-2014 I was given another work order number by [redacted]. On the [redacted] I received pictures of the corrosion inside my camera. Was told by [redacted] on the [redacted] that it would cost $411.18 to repair my camera. He didn't recommend fixing it, and offered me a refurbishe SLTA 33 in it's place for $333.18. This camera would have a 90 day warranty. Did some checking with other camera dealers and even shared pics of the corrosion before making the agreement to have the camera replaced. Was told by the local camera shops that since I was dealing with a Sony Service Center that I would be safe in making the exchange. I called Sony again on the [redacted] and talked with [redacted] and made the exchange. On the [redacted] still no e-mail or no word of the camera. Talked to [redacted] on that day and he told me that I would receive a tracking number by email. On the [redacted] I called back to Sony talked to [redacted], she gave me a tracking number, I began tracking and at first it gave me a delivery date, the in a few days it said N/A. Still no camera. Called Sony on the [redacted], talked to [redacted], he told me another story about what was going on, this was the third story all different. I told him I might have to talk to Revdex.com. On the [redacted] before noon I received the Sony33a, but no accessories. I called locally to order accessories, and was told that they should have been with the replacement camera. I have no charger, battery or manual. The lady that I talked to locally said I should call Sony and tell them I needed the accessories. Talked to [redacted] on the [redacted], she said that I still had the accessories for the old unit and they would not send me the new ones. They had advised me in the beginning not to send anything except the camera body. Then after talking she decided 5-7 days and I would have my accessories. She would email me a tracking number. Today is 4-*-2014 I stillDesired Settlement: I would like to receive my accessories for the replacement camera, and have the 90 day warranty as was promised after I know if this camera works. I would also like that nobody else have to go through talking to 15 different people, and have to go through the headache I've gone through. Thanks!

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Alpha Camera DSLRA300K. The customer was contacted on April **, 2014 regarding this claim and Sony offered to reimburse the cost of a replacement battery and charger. Customer had called and accepted the offer on May **, 2014. We are currently waiting for the copy of the sales receipt for the battery and charger so we can proceed with the refund.

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 finally got my check for the amount of my purchase of the battery and charger from Sony. You can do whatever you need to with this case, but when this camera is no longer useable, I'll never deal with Sony again. The headaches I've gone through with them the past 4 months have been enough to last me a lifetime. I'm sending a copy of the check stub also. Thanks for your help in all this mess.

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

Sincerely,

Review: I purchased a Sony television as a gift for my fiancé , and while still in it's warranty period the TV's picture started to become distorted (lines across the screen/white spots/blurred images). He contacted Sony on 12/** to discuss this with a representative and he had him troubleshoot the issue, concluded the television was defective and said he would send a refurbished model. I mentioned I did not want a refurbished model, as we bought a new TV and it was defective, which is not our fault. I thought it was only fair to provide me with a new model which is one of the resolutions outlined in the warranty. He continued to contact Sony multiple times, each time the customer service representatives admitted the TV was defective, was within the warranty period, and had the option to provide a new TV but would not do it. Eventually the TV was taken off the website and when I called customer service, after an hour and a half long conversation they said they would provide me with a credit for the defective TV and replace it with a new model if I was willing to pay the difference. He called again and was told they could provide us with the same model which was recertified (again this is a model that has been put on display in a retail store and been repackaged), or they would offer me a 15% discount toward a different model - no credit. Futhermore, the customer service rep, [redacted], admitted this model -not just our TV- was defective, and Sony has had issues with it in the past, but only offered to replace it with the same model. I feel as though these are all undesirable outcomes, and since the model has been deemed defective by Sony, I want a refund. furthermore, the problem has become exceedingly worse. The television cuts off on its own when watching, or the sound and picture become so distorted, it is impossible to watch, even after shutting off and on again. The television is useless.Desired Settlement: I want a refund for this defective television.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony TV KDL50EX645. Sony has been trying to get in touch with this customer since April **, 2014. Sony has also sent him a Contact-Us email last April **, 2014. Sony has not heard from the customer to date. Sony is currently waiting for the customer to call back to discuss the replacement options for her TV set.

If you have any questions or require additional information, please feel free to contact me at [redacted].

Consumer

Response:

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

[Your Answer Here]

I have spoken with Sony customer service several times over the phone to attempt to reach a resolution, and none has been made. Before I spend more time dealing with them, I want to know what the proposed resolution is. They have all of the details, as I have already stated, I have contacted them several times.

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] about his complaint with Sony television model KDL50EX645. We have been trying to get in touch with this customer since April **, 2014 regarding his exchange options. We tried to call him again on May ** and ** but still unable to get an answer. We sent him a Contact-Us email today. Sony is currently waiting for the customer to call back to discuss the replacement options for her TV set.

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

Review: I purchased a pair of Sony headphones. Approximately 1.5- 2 months after purchase while under normal use a piece fell off the headphones, rendering them unusable. They were 'just' out of warranty from where I purchased, which is where I work. I decided to call Sony to resolve it as to not create problems with my work but I could have received a replacement at that time from my work. Sony told us they would contact us further, and each time took 2 - 3 x the estimated time, told us they couldn't do anything, and when we requested supervisor follow up they refused and told us to wait for a call back. It has been over a month now since first contact and it is too late to get it replaced at my work. they are saying the piece falling off is not covered under warranty yet it is under a year (2 months max) and is a physical defect in workmanship that presented under normal use. the piece on the other side is so tight ir cannot come off, therefore showing it to be a defect in the piece that fell off. As well during our phone calls they first stated the piece didn't exist, then said it does exist and we can purchase it from an outside supplier as they DO NOT manufacture or sell the piece. Upon contacting the supplier they informed us that Sony IS the manufacturer and seller of the piece and is charging 40$ CAD for the piece for just one side. I purchased the headphones at my work for just over cost at around 50$ CAD (retail 90$). So sony is telling us that the two pieces are worth 80$ But the whole cost of the headphones is less than that. They have lied to us twice now and I feel very uncomfortable with their dishonesty. They cannot lie about the value of the headphones nor can they lie about their supplying the piece. They clearly were trying to screw around with my fiance when he called in to the line, repeatedly trying to get him to spend money on parts and stop calling, including not respecting the appointments he set for callbacks (we both work), as well as flat out ignoring the request to phone my number instead, and not calling back at all on multiple ocassions. They have told us their help line actually has no power at all, and that the actual customer service center has no incoming phone numbers. Seems pretty suspicious.

They have now told us that we can send the headphones in for repair but that likely they will be returned as is because it 'isn't covered', and sent us a shipping label. I am reluctant to spend even longer sending a package and have it be returned with no resolution. Even more confusing, the email attached to the shipping label states that we qualify for and WILL receive a replacement pair. But on the phone he told us we likely won't.Desired Settlement: Originally I had requested simply a free replacement ear pad for the defective one that fell off, with instructions as to how to put it back on, however they have said they can't send it by itself. So if that is not possible I would like a replacement pair.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Felicity Hart about the Sony Headphones (MDRZX660AP). Sony attempted to contact the customer via phone and email, however, we still haven't gotten a response from the customer. We are requesting the customer to respond to the email we sent so we can discuss her case further. Sincerely, Joe B[redacted]

Consumer

Response:

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

[Your Answer Here]

I was not contacted by sony, and did email them to which they did not respond. They are lying again.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services: Sony contacted the customer via email offered a brand new replacement headphones with a black color. The ear pad was supposed to be accommodated, however, it is still in back order status. Should the customer accept the offer, the old unit is required to be returned to Sony and the return shipping label will be sent to her via email. The replacement unit will be sent to the customer once the old unit is in-transit back to us. Sony awaits for the customer's response. Sincerely, [redacted]