Sony Corporation of America

Review: On May ** I bought a a7R Full Frame Mirrorless Camera with Order Number: [redacted]. On June * I received a cancellation message due to item unavailability. I think unavailability is not a valid reason for a permanent cancellation. I except the bought item ([redacted]) to be sent when it comes available again, at the original price bought.Desired Settlement: I except the bought item ([redacted]) to be sent when it comes available again, at the original price bought.

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...⇄

Review: One line item on an order was cancelled by the company. I made the purchase with gift cards and no longer have them.

I purchased a Playstation 4, as well as 2 games (Killzone and Infamous: Second Son) on the sony store online website. The company cancelled Infamous: Second Son after the release date was pushed back. I paid for the order with gift cards, which I then disposed of because I no longer needed them. I was told I could receive a new gift card the first time I called which was on 11/**. I was told that I would hear from the finance department within 48 hours. I called again Sunday night (11/**) and was told, after waiting on hold for 25 minutes, that I should hear by the following day (11/**). I heard nothing and decided to call again on 11/** and spoke with several agents about the issue. Finally, I was transferred to a supervisor ([redacted]) who promised to look into my issue and call me back by 7pm EST. At 7:30 I called again and the supervisor ([redacted]) that I spoke with told me I would just have to wait for the finance department and there was no way to get a timetable estimate. After waiting until December [redacted], I received no further information about my refund. Upon calling, I was again told that the customer service people had no information. As of the time of this complaint, I have spent 4.5 hours on the phone with customer service trying to resolve a problem that the company created by cancelling my order.Desired Settlement: I'd like my refund and, at this point, compensation for the 4.5 hours I've spent on the phone trying to resolve this issue.

Business

Response:

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

This was sent to SCEA, LLC, and should actually be sent to Sony Electronics. SCEA will now consider this matter closed.

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

Consumer Services

Sony Computer Entertainment America, LLC

Review: I purchased a custom built Sony Vaio Desktop from Sony.com. It was delivered on October [redacted] and in the first week of operation, I had to use my warranty to call Sony support because the computer was freezing. We took it back to factory settings and then later that week I had to call again because the computer would not download a program of 315MB when I was supposed to have a 3T harddrive. They said that the harddrive must be corrupt and would send a technician to my house to replace the harddrive and install new software. A tech called me later the next day saying that my repair was going to be cancelled if I didn't restore to factory settings first. I explained that I had already taken back to factory settings to look at my file and they would see. She refused to find it and cancelled my order. I then called back to speak with someone else and within seconds they found where we had resotred factory settings and reinstated my repair order. A tech came to my house and replaced my harddrive. Not even two weeks later and the computer wouldn't stay on. kept shutting itself down and wont stay on. I called and requested to speak to [redacted] in National Consumer Serives since he supposedly refunded me $130 wsince I paid for Microsoft office and they failed to provide me a product key. I should have recieved the check two weeks ago and still no check. So [redacted] asked me to take pictures swhowing there was no physical damage to the computer and he sent me a box to ship it to texas bc they wont give me a new computer or refund until Texas says its unfixable, even though I paint $300 extra for IN HOME SERVICE!! so he said he'd call me letting me know he recieved the pics through email. two weeks now and no call and I have an $1800.00 PAPER WEIGHT!! Its ridiculous that I have to fight with Sony for two months and they REFUSE TO HELP ME OR REFUND MY MONEY!! NOT EVEN FOR THE OFFICE $130. THEY BASICALLY STOLD $1800 OF MY HARD EARNED MONEY AND GAVE ME A PAPER ERIGHT!!! THEY SHOULDNT BE ABLE TO DO THIS TO PEOLEDesired Settlement: I am requesting for Sony to STOP giving me the run around and stand by their product. Its not fair. I trusted Sony to provide me with a computer to last years and it hasnt even lasted two months! They are stealing from me. They got my 1896$ so they could care less if they help me. I want my $1896.00 refunded! They have put me off past my 30 refund limit saying that I haven't taken all steps necessary and now they wont refund my money. Its emotionally exhausting and Idk what else to do.

Business

Response:

RE: [redacted]

Dear Dispute

Resolution Services:

Thank

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

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

customer and has offered a full refund. We are awaiting the return of the

computer. The customer should receive her check in about 2 weeks after the

computer is returned.

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: Sony sent my laptop to their service provider and my laptop is completed but service center will not return/ship my laptop back to me. I have contacted daily both Sony and Sony's service provider who they contracted the work through but there is no resolution in sight. Both Sony and their service provider suggests I follow up with the other. Sony is responsible as they selected service provider and they shipped my laptop to the service provider. I want a complete refund for my laptop, software, and related costs that will be required to replace my laptop since service provider will not return my product. I have to purchase replacement computer now as school is starting up on 8/** and I need a computer for classes monday thru Friday and homework on weekends. Sony shipped my computer on 7/* and their service provider received and has had my laptop since 7/*. I have made daily and multiple attempts daily to resolve and I can make no progress with either Sony or service provider.Desired Settlement: I want a complete refund for both the computer, loaded software, lost files, and my time that has been sepnd/lost in managing Sony and their service provider including but not limited to phone calls, emails, chats, logging the communications to be able to support any facts and the additional frustration to my life that Sony and their service provider should have had a process in place to manage and resolve problems like this one. Instead both Sony and Sony's service provider has pushed the workload to me and therefore they can compensate me accordingly.

Summary of Loss & Costs

Computer $499

Software & Lost Files $2408

Additional Power Supply $69

Tax $208

Load and Configure Software $1000

My time 23 days @ $500/day $11,500

Total costs $15,684

I also want a year of identify theft protection paid for by Sony since my personal information is on the computer, I cannot get the computer back, and Sony and their provider have provided no reason for confidence in their ability. Life lock offers an identity theft protection for $330/year

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE1513JCXW. Sony has contacted the customer twice and customer is not answering, left voicemail and advised to call back but not getting any response.

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

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 (The company) had no response and further wasted my time as they have done since the beginning of my contacting them to obtain warranty service on my laptop. Sony continually does not respect the customer's time and cannot address the customer's concerns. Even after they have submitted that they have been trying to contact me and all I need to do is call them. I called them on 8/** at 5:53pm and waited on hold for 10 minutes to speak with a representative. The representative took my information and placed me on hold for several minutes while he looked up the notes. After he returned he wanted to know how could he help me. I explained that I called the number back that was left both in voicemail and with the Revdex.com of New York. He said he would try to get someone on the phone but wasn't sure because that department is sometimes not reachable. I was on hold for another 5 minutes when he retunred to ask could I continue holding as he wasn't able to get someone but was trying. I explained that I have been on hold for 20+ minutes and have gotten no resolution that was supposedly ready. I explained that when Sony is ready and has there information available to call me. He asked when and I said give me a tdate and time and I would make myself available. He provided no date and not time so I have to just wait for a phone call and hope I am available. What a poor way to run a world wide business. Sony is terrible at customer service, fulfilling its warranty obligations, and delighting the customer. What they are great at is wasting customers time, making the customer manage the repair and vendor process if the customer chooses. Or in all likelihood, the customer will not as they don't have time, or become frustrated and either pay for or replace their Sony equipment.

To summarize:

1) Sony didn't provide a resolution

2) Sony has not responded to my complaint

3) Sony has not provided a date/time when they will contact me as requested

4) Sony continues to waste my time and not take responsibility for the vendors, their processes, and their warranty obligations

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 SVE1513JCXW We have contacted the customer multiple times to provide information regarding the repair status of his laptop. His laptop has been repaired 07/**/2014. Verified Geek Squad and unit has been picked up last 08/**/2014.We contacted him again and it automatically went to voicemail.

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

Review: I'm the owner of a 46" flat screen Sony Brava TV, with the cost well over $750.00. I've had it a little over one year when the volume stop working. I called Sony to report this problem to them. I was sent in the mail by Sony a data update on a flash drive with hopes that this would resolve the problem. I followed the instruction with the update but this did not correct the problem. I google this problem to see had others had this same problem, there I found pages and pages of others with this same complaint. Some had only had there TV just a few months less than I. Speaking for many Sony TV owners we would like to see Sony TV do a recall to fix what they know is a problem. To have this fixed it will cost over $350.00 which is outrageous! When someone pays there hard earn money($750.00) to purchased a large item like this and it only last a year or less, that just is not right.Desired Settlement: We would like Sony to stop putting poor quality product on the market, pay for the repair of our TV or replace with another one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her complaint with Sony Television KDL46BX450. We spoke with the customer on May ** and May **, 2014 and explained to her that Sony is unable to review this case for exchange or repair accommodation without a valid copy of the receipt. Sony acknowledges her situation and appreciates her loyalty to the brand. Despite the service being performed by NON-ASC, she was offered a $50.00 reimbursement towards the repair of the unit as a good will gesture from Sony . Customer accepted Sony's offer and the check fund for $50.00 was processed on May **, 2014.

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

Consumer

Response:

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

Sincerely,

Review: I purchased my Sony Vaio computer in March of 2013, after purchase I experienced problems with the operating system of the vaio. I continued to download patches to maintain functionality, however, performance continued to decrease (low operating system response, touch screen does not operate). Last year I contacted tech support regarding the issue and ask for refund, after forwarding two copies of my receipt and requesting to speak to a supervisor two months later I have yet to speak to a representative to address this issue.Desired Settlement: I would like to return the computer to Sony and respectfully request a refund, so that I may purchase an operable computer.

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SVF14N11CXB. Sony has already contacted the customer twice, but was unable to get hold of her, we left him a message to call our support anytime at ###-###-####.She may also email us thru [redacted]. We advise her to use the event number [redacted] for reference. We are hoping to hear from the customer soon.Sincerely,[redacted]

Review: This honestly is the worst experience I have ever had with a purchase. We bought a new home and were so excited to have our new TV, but it turned out to be a defective product. After numerous call transfers and hours of conversations and troubleshooting, I was finally able to recieve confirmation that a replacement TV would be sent to me. I specifically requested that a NEW unit be sent instead of a factory recertified. When the replacement arrived, it was a refurbished unit, and I refused to accept the delivery. Every time I called the Exchange Department, I was on hold for about 4 - 5 HOURS (????!?!?) after which the call would just drop. That was a complete waste of my time, and that is not okay. The different departments within Sony do not seem to have a proper, functioning communication method. My husband would be told that a new replacement was on its way, and later I would receive a call from Sony asking if I wanted a refund for the item. There is so much that needs to be done to increase my likelihood of recommending Sony. I would never wish this kind of stress and frustration on anybody that I know. Our hosewarming parties had to be cancelled and this experience has really dampened the excitement of moving into a new home. I purchased the TV on 7/**/13 and a month and a half later (9/**/13) I am still without a TV.Desired Settlement: I would like to receive a replacement ASAP. That is a given. I would also like Sony to reimburse us in some form for the HOURS of time wasted as well as the amount of stress and frustration we've had to deal with.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDL70R550A. Sony has contacted [redacted] and we are shipping [redacted] a new TV at no charge with a new 1 year

warranty. The TV will be delivered this week.

If

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

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

Sincerely,

Review: Sony will not replace or refund a lemon computer laptop that I have bought on 2/**/2014 and ended the warranty earlier than the 1 year warranty given.

I purchased a Sony Vaio laptop from [redacted] on 2/**/2014 for $1,299.00, after a few months the laptop started overheating and the fan would rev really loudly.

I contacted Sony and I was told to take the product to [redacted] to be repaired, as [redacted] is contracted out through Sony.

I have been to [redacted] four-to-five times since July of 2014 trying to get the laptop fixed.

Every time [redacted] diagnoses the computer for a repair they find the same issue of of the laptop heating up and a loud fan. [redacted] has already relocated the fan and added thermal paste twice, and not to sure the other two times, but the Sony laptop still overheats and bogs down the performance of the laptop.

I have contacted Sony about this complaint about my laptop coming back from [redacted] with the same issues with the device.

[redacted] headquarters says they fix the item, but when its sent back to the [redacted] branch for pickup, the laptop is not repaired and still continues to overheat, wherein lies, that Sony continues to not replace the item, but continues to tell me to pickup the laptop and take it back to [redacted] to be diagnosed, and repaired.

Sony support will not contact me, and the Sony Team from ###-###-#### says they can only escalate the case to Sony Support, and Sony support will call you within 24-48 hrs. but I never received a call from them in the past month, where I have tirelessly tried over and over to contact them.

[redacted] is also very frustrated with this matter, as they have shown me the notes they have left for the unit (laptop) to be junked-out, or replaced, but Sony continues to tell [redacted] to fix it, again lies the continues cycle of going back and fourth trying to resolve a problem with Sony's laptop that Sony will not address.

I went back down to [redacted] on 01/**/2015, like Sony said once again, to have the laptop diagnosed.

[redacted] diagnoses the issue with the Sony laptop once again, for the fifth time since July of 2014 and writes the same notes for the laptop to be repaired, but finds that Sony has put a hold on my warranty (which ends 2/**/2015) so that [redacted] cannot charge Sony to repair the laptop under the warranty.

A very frustrated [redacted] employee had to write up a master request form to their corporate office about the situation with my laptop, Sony, and my warranty that Sony put a hold on, and in his own words he said (I have never seen this before, and I don't understand why Sony will not just replace, or refund you your money).

I tried contacting Sony once again with questions, why they ended my warranty early with no luck and no answers from Sony.

I wish I can get some sort of resolution from the Revdex.com, because I'm literally, mentally exhausted with this whole charade that Sony is playing, and a bit borderline stressed out on trying to get anything resolved through Sony Support, as they continue to run me in circles back and fourth from hours on the phone trying to contact Sony, only for them to tell me to take my laptop back to [redacted], to have the laptop diagnosed and repaired...It's a LEMON !!Desired Settlement: I would like a complete refund at this point, I asked for a replacement, but now, I don't want anything made by Sony Electronics. Complete refund please.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony SVP11214CXB. Sony has already offered a buyback for the unit.The customer accepted the offer, he will get a full refund of $1299.99. This will be under order number [redacted]. Sincerely, [redacted]

Review: I purchased a Sony television (model kds55a3000) about 5 years ago. Shortly afterwards Sony announced a discontinuance of this model. They stated they would keep parts for 7 years after discontinuance. Soon afterwards, Sony announced a defective part (optical block) and agreed to a recall. Two months ago my TV began showing signs of this defective optical block and I contacted Sony requesting a replacement part. I was told they do not have the part and my only option is to throw the TV away. They did offer a discount on a new TV which is a different and less desirable technology. They are not following there own 7 years parts guarantyDesired Settlement: I want a new optical block

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL46Z4100. Sony has contacted the customer and the customer was offered a new TV at a discounted price. The Customer wanted the TV repaired. Sony would not assist with the repair because the TV was manufactured in 2007.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Sony's policy statement "Sony's long-standing support policy of manufacturing and providing replacement parts for equipment for seven years after model discontinuation"

Sony discontinued this product in 2007. They have told me to throw the tv away because they did not follow there own policy and do not have the parts.

I purchased this tv based on this Sony policy

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 KDL46Z4100. Sony has contacted the customer and the customer was offered a new TV at a discounted price. The Customer wanted the TV repaired. Sony would not assist with the repair because the TV was manufactured in 2007.

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

Sincerely,

Review: I order a sony tv and it worked ok for 14 months at which time the tv stopped working. I took a liitle while to getting around to looking at the wires and connections and replacing the hdmi cable, only to find that did not fix anything! I then took my tv to a repair shop who had a sign outside that said sony, only to find out later they where not an authorized sony repair shop. I then contacted sony and explained my concern with the tv not working and the first shop could not find the problem but mentioned it may be the panel! The sony rep said after I take it to a authorized sony repair shop and they confirm it is the panel sony would replace with the same tv for 679.00 (55"3d,led tv) . I waited another week after picking up at the first shop. took it to the authorized sony repair center and found out it was the panel and a main board? I then contacted sony and let them know the product they sold me was only used 14 months before it stopped working and I did not feel like I should get the same tv I had before because I did not want the same problem to occur with an identical tv. The customer rep said they would transfer to escalate the claim, at which point I spoke with another representative who then tells me they could give me 15% of a new sony purchase online, I responded with my concern of buying another sony and having a issue again! NO response. I then ask if 15% was all they could do, she said yes, at which time I said that would not work for me to take the risk of spending another $2000 - $3000 just to have it last 14 months with a 12 month warranty. The rep replied ok thank you for calling sony. Not once did sony admit this was a rare circumstance.Desired Settlement: I would like sony to offer a better percentage off a new tv showing that they stand behind what they sell, not because it needed a small repair but obviously it was a major problem with a rather newer tv model.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL55HX820. Sony has contacted the customer and is sending the customer a new unit at no charge. The customer should receive the new unit in 5-7 business days.

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

Sincerely,

Review: On November *, 2014, I contact Sony Customer Service about my non-working Sony Xperia Z ULTRA cell phone. I informed the service person the phone was less than a year old and that I purchased along with the phone an extended warranty at the same time from the Online Sony Store. I was informed to include a copy of my purchase receipt and warranty along with the cell phone and ship all insured to the [redacted] repair facility (address provided by customer service). That same day I packaged and delivered the parcel to [redacted] for shipping on November *. Tracking number: (Provided upon request) The parcel was delivered to the repair facility on November **, and signed for by employee [redacted] at [redacted].

The RMA number provided by Sony at start of this task: RMA (can be provided upon request)

I contacted customer service the week of Nov. [redacted] to get an update and status of repair. I was informed the phone was being replaced but no ship date was available. I informed I would no be available the following week and to note to hold the holiday week due to not being available to receive that week. Upon my arrival to residence after the holiday there was a notification from [redacted] that a package was attempted 3 times and it had been sent back to the shipper. I contacted [redacted] to verify the package was already on route to shipper.

I then contacted Sony customer service and Sony repair facility in [redacted] and Sony technical Support and more as I was given multiple numbers to call to explain that I was not home and to have my cell phone shipped back to me. I provided the return tracking number (provided upon request) as provided by Sony to me showing they have received my phone back at their facility and who signed for it, but I still can not seem to get anyone to simply ship my phone back to me. There seems to be no policy or anyway of handling the situation by any department. One person within customer service has opened a case but that has been weeks past now with no result. I have another customer service person who understands the situation and escalated it to her supervisor but they have not been able to get a response from the [redacted] office either. I have logged at least 10 or more calls to different numbers provided by Sony personnel but seems to gain no ground as I still have nothing.Desired Settlement: I would like to receive a the replacement Sony Xperia Z Ultra (U.S. T-Mobile) cell phone returned as I was informed and a refund of the extended warranty money paid as I don't think I will EVER RISK sending anything to Sony for repair again OR a complete refund of price paid for cell phone and warranty money paid.

I just can't understand why this is so challenging to do unless I am the only one in the entire history of Sony shipping something to someone and that person was not available at the time of delivery. If that is the case then a policy should be created for such. Imagine if you lost possession of your cell phone for a month and no date in site of getting it back because of a large well-known corporation you sent it to for repair has no policy of how to handle the situation.

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: The issue started two days after purchasing a Sony Bravia TV model KDL-50W800B from a local [redacted] electronics store. After TV was install, found it would not communicate via HDMI-CEC with a Toshiba sound bar or a Sony Playstation 4 device. Called Sony support, Reference #[redacted], and was instructed to have the sound bar replaced. Toshiba honored the warranty and replaced the sound bar at a cost of $98.00 dollar in shipping. After new sound bar was installed found issue remained with the TV. Called Sony again, after troubleshooting was sent a replacement TV of the same model. With new TV set up, problem remained. Contacted Sony again, new reference number issued [redacted], and a technician was sent to my house. After he arrived and inspected the TV, he found it to be a software issue. Contacted Sony, was told that the TV can be exchanged 15 days after purchase, was now at 45 day mark, therefor was unable to unload this defective product. Was forced to call back several times, after finally reaching the correct people was sent a third TV. Once installed, the problem is still there.

Contacted Sony on five separate occasions, finally reached the exchange department. They stated that they required two business days to review to see what model they would be able to send to change out for this TV that would work with the required devices. Five business days later, I was contacted by a different department inside of Sony demanding that I return the two defective TV's. I asked many times whether or not I should ship them back, was always instructed to wait until problem was resolved. They also stated that they had no record of a request for exchange. They also stated I should receive a call back regarding the exchange, no such call has be sent.

I sent a email to [redacted], which I was told was the complaint line for the company, explaining my issues. I informed them in that email that if I received no further contacts I would have to involve the Revdex.com. They have sent no reply's regarding any issues since.

Also please note that any time a call back was promised it was never received. All communication was from myself, the consumer. I have only received two return calls.

The final note is the timeline. The purchase of the product was on 5/**/2014. two days later the complaint was filed with Sony Support. The issue continues to this day and Sony shows no signs of attempting to correct this issue further.Desired Settlement: I request that Sony provides methods to return the three defective TV's I current have at no cost to myself. I also request that Sony sends a TV of equal or greater specifications that they can guarantee with work via HDMI-CEC with their Playstation 4 product. An apology would be appreciated, but is not expected at this point.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the

complaint your office received from [redacted] about his Sony Bravia TV KDL50W800B.

Sony tried contacting customer, no answer. We left him VM, advised him call back number and operating hours. provided him process on how to return the replacement TVs to Sony and we asked him to send us his proof of purchase to review files and will we will contact him back once we have other option to resolved his issues.

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

[redacted].

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I have responded to all contacts from Sony within 5 hours of receiving them. I currently have no missed calls from them either.

Proof of purchase was also sent in over 2 months ago, which is how Sony shipped me two more defective televisions. If Sony would like a second copy, I can provide that. I also received the return shipping label today, a mear 5 business days past the promise date. I will be returning both televisions in the next few days.

This issue is still unresolved due to all of my requests being ignored.

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:

After several contacts with Sony I was able to get a valid [redacted] return label. The first attempt by Sony resulted in a faulty return label. [redacted] was unable to locate it in their system, therefor was unable to process it. Once this occurred Sony was contacted and informed. They stated that a new label would be created and I would receive an email in the next 24 business hours.

48 business hours later I still had not received said label. I was contacted by a Sony rep and asked why I had not shipped the TV. She was unaware that the previous contact had ever occurred, and the supposed "ticket" to create another label never existed. She was able to create a valid label for me through [redacted].

The first television was shipped on Monday, 10/**/2014. The second TV was shipped Wednesday, 10/**/2014. The second TV's tracking number is as follows. [redacted] via [redacted] Ground. As of Oct **, 2014 7:04 PM, the TV arrived at [redacted] location [redacted] per [redacted] tracking.

I am currently waiting for Sony to contact me about replacing the defective TV. I would also like to mention that the most recent support agent from Sony apologized for these issues, and I believe that's the best I will receive for my grief. The final step Sony must take to resolve this issue is replacing, at no cost to myself, the model that works incorrectly with a equal or superior model that does work.

-[redacted]

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 KDL50W800B. Sony has already contacted this customer and offered a refund for the unit in the amount of $999.99. The customer accepted the offer and we will process a check refund as soon as we get the serial number of the TV that the customer received from Sony.

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

Review: I purchased a Sony Vaio Laptop in June 2012. Shortly after I upgraded to a new Operating System (Windows 8), the fan started rattling and making a loud noise. After I updated all drivers from the Sony website, the noise stopped for a while, but eventually started again. This was not the first time that my Sony laptop had a defective fan. The previous model was fixed quickly by Sony, under a fan recall. After searching online, I saw that many other users complained about the fan on their Sony laptop. On October **, 2014 I called Sony Repairs at ###-###-#### and spoke with [redacted] (ID# [redacted]) who informed me that I would have to pay for the new (fan)* on my own, by taking the laptop to a [redacted] store.

I think it is unethical to sell me an expensive laptop with a defective fan and then have me pay for the fan because the warranty has expired. Clearly, this issue is common to other laptops with the same Model # (PCG-4121FL) and Product # (VPCSA3BGX), which can be proven by a quick [redacted] Search.

*Mediator correction from "phone" by consumer request Desired Settlement: I would like the fan replaced at no cost to me.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio VPCSA3BGX. Sony has contacted the customer, 11/*/14, but we were not able to speak to him. We made the call to inform him that his Out of Warranty unit doesn’t have a known issue therefore if it needs to be repaired, he has to pay at his expense. He can use Extended Warranty, if he ever purchased one.

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:

the company claims that the fan noise is not a known issue, which is absolutely false! In fact, there is an entire forum on the Sony community forums, with complains about fan noise from this laptop:

Further [redacted] searches can also confirm many other users compalining about fan noises:

Finally another forum post from [redacted] December 2011 found on a reputable site ([redacted]) states:

"There is very negative review about latest BIOS update for SA model

posted at sony on-line store website for VPCSA3BGX model. It describes

the issue where with fan noise decrease the laptop performance is also

descreased.

I have spoken to sony tech support about it and they CONFIRMED this issue is present."

Clearly, this has been an issue for a while. The fact that Sony conveniently does not recognize any issues, does not make their product less defective.

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 Vaio VPCSA3BGX.

We contacted the customer on 11/**/2014, however we were not able to speak to him. We did a research regarding his issue with the fan on his computer, apparently his model doesn't have any known problem. 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,

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 business continues to insist the product they sold me was not faulty, but this is not the case. It is very CONVENIENT for them to not have found an issue with their faulty product, but I have already shown proof that they are lying:

1)The company claims that the fan noise is not a known issue, which is

absolutely false! In fact, there is an entire forum on the Sony

community forums, with complains about fan noise from this laptop:

2)Further [redacted] searches can also confirm many other users compalining about fan noises:

3)Finally another forum post from [redacted] December 2011 found on a reputable site

([redacted])

states:

"[redacted]"

Clearly, this has been an issue for a while. The fact that Sony conveniently

does not recognize any issues, does not make their product less

defective.

I kindly request that this issue be resolved quickly. This back and forth of lies by Sony is simply unacceptable.

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

Sincerely,

Review: RE: RMA # [redacted]

WORK ORDER # [redacted]

Per my initial contact with Sony Mobile, I disclosed that the charging port for my SONY XPERIA was damaged by the accompanied charger. The charging port was dislocated by the charger in question, made by Sony for Sony. I was told to send in my phone for repair. According to correspondence, dated October **, 2014, my phone was returned un-repaired. The cause of damage was reported inaccurately and the reason for such a determination was illegible and contrary to the representative which made this determination. The only charger used for the phone, accurately, was provided with the phone itself. This is not a "tampered' incident. I am accused of abusing my $600 dollar cellular mobile after 6 months of use. I appeal the decision based on false representation in regards to guaranteed warranty.Desired Settlement: I want this phone to be replaced and/or fixed according to my right via purchase.

Business

Response:

The USB charger socket on the Sony Xperia Z mobile phone can be damaged if the USB charger plug is inserted upside down with force.

As a one-time coutesy, Sony Mobile Communications will repair the involved phone under warranty.

[redacted] will hear from our call center withing the next two days with a new RMA under which to return the phone for repair.

Review: Had to place order twice. Service rep falsely claimed product was on backorder. Cancelled order, but was billed for product one month later.

I originally placed an order around 11/**/13. I was told the product would arrive shortly after Thanksgiving. On December **, I called to say product still had not arrived. My order had been "lost". I reordered the products and was told they would ship immediately and arrive before Christmas. I called on 12/**/13 to see where the product was. I was told that the keyboard was on backorder. However, when I called another company, they said they were able to order it through Sony and receive it within two days. I called the same day, 12/**/13, to cancel the order. I then ordered the needed product through another company. On 1/**/14, my Visa was charged for the product. I called to tell them that I had cancelled the order and wanted a refund. I had not received any product from Sony. They processed the refund for one item and the other item cost should be refunded shortly. However, on 1/**/14, my apartment office notified me that I had two packages, one for each of the items that were both part of the cancelled order. I do not need the products and would like Sony to take them back.Desired Settlement: Ship unwanted product back to warehouse at the expense of the business.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCF136FM/B. Sony had first attempted to contact this customer on April **, 2014 then on May *, 2014. We also sent the customer a Contact-Us email last May *, 2014. We have not heard from the customer to date. Sony is currently waiting for the customer to call back to discuss her options in sending her other back to Sony.

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

Review: On June **, 2014 I purchased a Sony Xperia Z Ultra phone along with the extended warranty, over a $500 expense. A few days ago, my phone was damaged. I called Sony to file a warranty claim and they are telling me that the warranty was cancelled.Desired Settlement: I would like for the phone to be replaced to honor the extended warranty that was purchased.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony XZUC6806BK Xperia Cell Phone. Sony has contacted the customer. Unit has been shipped to Sony for exchange with reference number [redacted].

.

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

Sincerely,

Consumer

Response:

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

Sincerely,

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 Xperia phone that she was unable to recieve shipped through [redacted]

We have called customer and filed a [redacted] claim for her regarding the 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 find that this resolution is satisfactory to me. However, it took over a month for Sony to send out the previous phone and this case should not be closed until the device has been received from [redacted] and signed for by someone from my household.

Sincerely,

Review: This is my second complaint about Sony. I have dealt with them verbally and through emails about exchanging my broken TV of less then one month age. They did not respond until Revdex.com contacted them, at which point they sent me a replacement TV. The replacement TV was sent to the wrong address at first, and when it finally got to my home, the screen was shattered and the border was ripping off. At this point I spoke with Sony and they told me they would buy back my TV and send me a refund check for the full amount plus tax as long as I sent back both TV's. They received both TV's and told me it would take 4-6 weeks for me to receive the check. Yesterday I received a replacement TV as opposed to the promised check. This is a complete and uninformed reneg on the deal that we agreed to over the phone. I spoke to a representative who only gave the first name [redacted].Desired Settlement: I want this new TV taken away and I just want the payment that was agreed to.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony television. Sony has contacted the customer and we extended apology about the confusion in this case. Our customer relations department advised the customer that the check refund for the amount of $707.68 was approved on 9/**/14 and the turn around time takes about 4-6 weeks. We also advised the customer that he just needs to return the current replacement TV he got on 9/**/14. We already requested for a shipping to be sent to his email and should receive it within 24 to 48 business hours.

If you have any question or require additional information, please feel 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: Sony Xperia Z series cellphones have a history of complaints where the screen cracks out of no where. Even on Sony own forums you can find complaint

I purchased my Z1s on 2/** with a protective case and screen protector from Tmobile. On 3/** while driving around I had my phone in the cupholder. After I got out I looked at my phone to find cracks had appeared. I went home to research my the problem and to my surprise there were many complaints even dating one year back. Sony denies there is a problem. One thread on Sony's forum is 39 pages long with 383 complaints. A simple search pulls allot of results online.

htt[redacted] (Online petition 1400+ signatures) [redacted]Desired Settlement: They are asking me to pay for repairs. I would like it to be repaired for free or an acceptable replacement. They can even buy it back from me if they wish. I paid $650 for a phone that worked 2 weeks.

Business

Response:

We are sorry to read that the customer has damaged the screen on his phone. His phone does not qualify under the single crack repair policy as it has abuse damage with multiple cracks.

Sony Mobile has offered to repair the phone for a fee. If the customer should elect this option, he may call us at [redacted] to setup an out-of-warranty repair.

I have attached images of the customer’s damaged phone.

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 don't agree with their response because that my phone has more than one crack so it is physical damage. Was there some test done to prove this. I would believe if something was defective like the glass the whole thing would be compromised. Again I quote the Sony forums, online petition, and other sites. Most of those affected by this defect have more than one crack.

(Online petition 1400+ signatures)

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

Sincerely,

Review: My husband purchased Sony Xperia cell phone for me in June 2014. The phone was purchased with he no hassle Extended Service Plan including Accidental Damage. The screen was accidentally cracked on August [redacted] 2014 and I called the service number provided to process the claim to get it repaired. I was told to wait for 1 day to receive the shipping information. Nothing came after that day so I contacted Sony again and was told that no claim was ever processed but it would be done now. The representative I spoke to took my credit card information and said that a new phone was going to be shipped to me and when I received it to ship back the broken one. He said it should arrive in a few days. When I called again after several days went by I was told nothing was shipped and that no information on the claim could be provided. I have called every Sony number and e-mailed the customer support team and get the same answer from everyone. No one knows where the phone is, nothing has been shipped, nothing has been ordered. Today my husband was told the phone was on the way no problem, but they couldn't give a tracking number. When I called right back I was told there was no phone on order and my husband was lied to. I am told there is no customer service line to call and when I call other numbers I am transffered around until I am hung up on. The customer support email says they are no responsible either and that there is no corporate number for me to call.Desired Settlement: I would like to return or exchange the broken phone to the Sony retail store I purchased it from and get my money back. We paid well over $600.00 for this phone and the so called no hassle guarantee and I have been without a phone for over 2 weeks and no one seems to be able to process a claim. It is very suspicious and unprofessional. I would also like a [redacted] to call me but apparently they "don't have any" according to the multiple representatives I have spoken to every single day

Consumer

Response:

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

Sincerely,

Review: I have a Sony Xperia Z1s. It is advertised by sony as a water proof phone up to a meter for up to 30 mins. I wanted to take an underwater shot, so I sealed all ports with the flaps and proceeded to take a few photos. All within the advertised specifications. The phone was underwater for maybe 1 or 2 mins total. About an hour later, I attempted to access the camera feature again and it displayed the force closed errors message (android phone). I turned the camera over and found water in the lens of the camera. I figured it might dry out, so I let it sit for a day. The next day the water was gone but the camera still did not function. At that point I went to [redacted] who sent the phone to Sony. [redacted] and I had checked the white water detection stickers on each flap indicating that they were all sealed and no water went through there. Other than the camera feature, the phone worked perfect. I was overnighted a new phone and all was well in the world. About 4 weeks later I checked my [redacted] account and they charged me 150 dollars for an insurance fee. They reported that Sony denied warranty coverage for the phone as water damage isnt covered by their warranty. Water damage to a water proof phone who stickers were all white. This is obviously a defective unit as the lens was not sealed well enough to keep water out. I used the phone as recommended by Sony, and it broke. They said to get this sorted out I would have to call Sony. Called Sony, the rep there told me I was out of luck, was very rude, and repeated the same story of water damage isn't covered under warranty. My stickers were all white (red/pink would mean it was hit by water). I asked to speak to a [redacted]. I was put on hold for 1 hr and 7 mins with no status from the rep. I called in on another line and spoke to a rep who reported that all the [redacted]s had gone home already. I was on hold waiting for a [redacted] and there were none there. At that point I asked that rep to have the other rep take me off hold. They told me that they would have a [redacted] call me. That was 3 weeks ago. I am very very agitated at this and find this an unacceptable business practice, false advertising, and generally just ill mannered.Desired Settlement: I would like my 150 dollar insurance premium returned. This is an error on sony's part with a manufacturer defect and they should be responsible. I tried to get their attention on [redacted] and by phone and no luck.

Business

Response:

For any refund of insurance payments made to [redacted], the customer will need to contact [redacted] directly to discuss his request.

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 no problems with [redacted]. They did their part and the 150 that I am asking for is because I had to pay 150 for my insurance deductible on my cell phone. I understand this and okay with how [redacted] handled this. The issue I'm having is that Sony denied a warranty claim that was caused by a manufacturer defect. Water went in through the lens, not through a port. All ports were sealed, all stickers were white. I used the phone as advertised, and the phone broke. This is clearly a manufacturer defect. A quick search on the internet and you will see plenty of other examples of this happening. This is a blatant defect and should be covered under warranty. All efforts to talk to a [redacted] have led nowhere. Ive called twice and was told a [redacted] would call me. That was many weeks ago now and no call back. Unacceptable.

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:

When I delivered the phone to [redacted], they checked and all stickers were white on the inside of each flap. Yes there is water damage. That water did not come in through the flaps though. All ports were functional. The only thing that was fried was the camera. The water went in through the lens. I don't understand how this can be so hard to understand. I keep getting these cookie cutter responses and it is very frustrating. There was water visibly inside the lens. I would have taken a picture, but well... the phone was my camera. Water should never be in the lens. Period. The phone worked fine, just the camera was broken. If a port had stopped working, I could possibly agree that maybe I hadn't sealed the phone completely, but that is not the case. This run around is unacceptable.

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

Sincerely,

Business

Response:

Sony would like to provide test results from your phone turned into [redacted]. Please provide the 15-digit IMEI. If the customer does not have the IMEI, it can be obtained from [redacted].