Sony Corporation of America

Review: On September [redacted] I ordered a necklace from the MyPlay Direct Breaking Bad store, and was given the following information after I checked out:

Estimated Ship Date: October *, 2013 to October **, 2013

Estimated Delivery: October *, 2013 to October **, 2013

When my necklace had not shipped by October [redacted], I sent them an email inquiry and received an automated message telling me that I would get live customer assistance within 24 hours. Instead, I received the following in a mass email:

Unless your order includes any of the items listed below, your shipment should be on the way by end of day Monday, 10/**/2013

Orders that include the following items will ship by the dates listed:

Heisenberg Yellow 18x24'' Poster - Second Edition

**-Nov

[redacted] 18x24'' Poster - Second Edition

**-Nov

[redacted] 18x24'' Poster - Second Edition

**-Nov

Set of Three 11x14'' Posters - Second Edition

**-Nov

Breaking Bad: The Complete Series

preorder - ships on or before Nov-** Breaking Bad: The Final Season (Blu-ray)

preorder - ships on or before Nov-**

Breaking Bad: The Final Season (DVD)

preorder - ships on or before Nov-**

The necklace I ordered was not on the list, so I expected it to be shipped by October [redacted]. When October [redacted] came and went, I sent another request for clarity, and received the same promise of a live customer assistant within 24 hours, and received the same form email. I then sent another email, asking to stop with the form emails and for additional clarity into when my purchase would be shipped as it had been more than a month since I had ordered it with no update on when I would be receiving it. On October [redacted] and [redacted] I was still sent emails telling me that my item would be shipping by the [redacted] at the latest. I never received any individual contact from a sales representative, only the same email about delayed items that did not include the item I purchased. As of today, November [redacted], my order ( order ID [redacted] ) is still listed as Shipping Soon with the estimated arrival date still listed as October [redacted] as the latest possible date.Desired Settlement: I believe that the MyPlay Direct should not only answer for their continued, persistent avoidance of the live customer service attention their automated emails promise, but for the maddening lack of transparency in this process. Why was my necklace so delayed if it was never listed on the items that had delayed shipping dates? Why has there been no further communication about this?

Ideally, I would like the necklace I purchased as well as an apology, but would also settle for an apology and a full refund of the price of the necklace AND shipping costs.

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.

The issue is resolved. Instead of receiving my item the order was cancelled.

Sincerely,

Review: I made a purchase of sony mobile phone on it's website on on May **, 2014, and received it on 5/**/2014, and on June *, 2014, I found this phone was emitting ticking noise when wifi is on, the noise is similar to a moving quartz watch, you can't hear it when just hold and look at it, but can be heard clearly when you put it close enough to you hear, the noise is come from the top part of phone, either from the front side and back side, nothing wrong with bottom part. I called sony immediately to ask for the return, but they refused either return or replacement, only options they can provide is ask me to sent the phone for repairing, so I did what they told me, sent the phone back first time, after several days, I got the phone back, but the noise still exist, so I call they again, they told me to sent the phone again, so I sent the phone back second time, and during the time they have the phone, I also wrote several emails to the repairing center staff to describe the problem details, the man from the repairing center deny to admit the problem, they excused that the noise is coming from external factors such as my earring or other accessory from external factors, but the fact is all of my family member and my friends can hear that clearly, I think every human ear can hear that, their attitude is get rid of their responsibility. And just as I expected, the phone return back to me unrepaired, the noise still exist, after making dozens of phone call with sony, wasting so much waiting time, and every time I got nothing useful, they still refuse to refund or replacement.

Business

Response:

We are sorry to learn that the ticking in his phone could not be duplicated by our repair center. Our contact center will be in touch with the customer shortly to discuss this issue.

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 becaus

[Your Answer Here]someone from sony called me to states that I have to sent the phone back and it will be replaced by a new model, but when I called back to confirm, they said they can not guarantee that I can get a brand new one with the same model and same color, it may be a used one, and it will take 14 business day to sent it back, I am not sure they will do what they promised, and not satisfied with the solution they provide, I bought a defective phone from them, and they can not change a new one for me? Unless I truly get full refund or a brand new replacement from they, I'll insist that my case remain unsolved

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

Sincerely,

Consumer

Response:

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

[Your Answer Here] Sony customer service is awful, I should file another complain on that too, I've already made dozens of phone calls to the number they provide([redacted]) since the very beginning, each phone call took more than half an hour, and 90% of the time they let me listen to phone music to wait for their response, finally I got the chance talking to them, they provided nothing useful, and different person would tell me different thing, but they got one thing in common: that is wasting my time. . Last Friday I got a voice mail from a man who acclaim he as [redacted], said that I should return the phone, and it will be replaced for a new model, and left a number which I can call him directly.I follow the directions sending the phone back, after I track the phone was delivered to them, I made several phone calls to the [redacted] to ask when they can sent me the replacement and what's the conditions of the replacement, but the [redacted] is hard to reach, another woman take the call, she put me to wait more than 20 minutes as well, at first she told me she can not guarantee when they will sent the replacement, what kind of model(same or different) they will sent, what kind of condition(new one or used one) they will sent, I am so unhappy with the answer, then argued, so she put me waiting another 20 minutes then tell me they will sent me a same model but a white one(what I bought is a purple one)I bought this phone because it's unique color, and after such a long time arguing, they will sent me a different color and uncertain condition? This is unacceptable. And I am so sick of calling them, every time I call, it's a torture. unless I really receive the same model same color brand new one from them, my case remain unsolved.

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

Sincerely,

Business

Response:

We apologize for any inconvenience the customer has experienced. Unfortunately, our repair center was never able to duplicate the customer's issues. However, as a courtesy Sony Mobile has replaced her phone with a new unit (same model) and shipped it via FedEx [redacted]. The package was delivered on July **, 2014 and signed for by [redacted].

Review: I bought a Xperia Z Ultra LTE at May ** from [redacted]. Order number [redacted]

I got it at May **. Fedex tracking id: [redacted]

On May ** late afternoon, I found a thin line on the screen, at first I though it was dirt, but I can't get it off. I don't know when it's on there. So I start search on internet about it. And looks like a lot of people have the same problem. I found many website saying that sony will cover this kind of damage, for example: [redacted]

So during the weekend, I called one number I found online. After talking to some guy, he said that number is for repair only, given that I get the phone so recent, I should call another number to get the phone replace or even return. But I can only call it on Monday.

So Monday morning, I call the number he gave me. It's a really bad experience. First, I was told there is no replacement. Then, she said it might not even be covered! It's only 14 days since I got it! Also at first she won't give me a shipping label. After my strong insist, she finally gave me one. She got my email address wrong for 3 times! Even now, my name in the RMA is wrong: [redacted]. I gave her the order number, I don't know why can't her just get it from the system. It took me almost an hour to made the call. Finally, I got the RMA [redacted] . But that's not the end of story.

I ship the phone back the next day, fedex tracking: [redacted]. After a long wait, yesterday, Jun[redacted] I got a phone call from sony saying that it is NOT covered, asking for $190 to repair it, the phone is only $400 How crazy is that! I even took I picture of the thin line crack and print it out. It's exactly showing in the website saying that it's covered. Besides I just got the phone for 14 days! It's NOT hit or scratch by hard stuff. It just crack by itself!

I told them I will not pay to repair it. I still haven't get the phone back yet. I don't know when will I get the phone back. But this is very inconvenience for me to work without a phone. I want full refund or free replacement to new one, plus some compensation for my time and inconvenience.Desired Settlement: I want full refund, plus some compensation for my time and inconvenience to live without a cell phone.

Business

Response:

We do apologize that our representative did not initially copy the customer’s address correctly. The Sony Mobile Contact Center first spoke with this customer on June [redacted] and sent return shipping labels (with the correct information) on June [redacted].

Sony Mobile has reviewed this case with our repair center and found that there is scratch (not a crack) on the screen. Cosmetic damage is not covered under the Sony warranty. The customer has been offered a repair for a fee which remains available.

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 do not accept this answer. Please read my complaint carefully. I have attached two website links showing that you do cover this type of issue.

Please see the attachment for the picture took my me and Sony. Both shows my issue is exactly the same as those website shows. No spider web cracks. Just a thin line crack like a hair and only visible in certain angle. crack by hard force will be easily visible and not like this. How come they are covered and mine is not. These website also mean another thing: this is NOT a customer issue. The Phone screen will crack by itself in the same way. It's a product issue.

Besides, when this happened, I got the phone for only 2 week, I could return it with no reason. But I was being honest, and this is how your treat your customer. Totally disappointed.

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

Sincerely,

Business

Response:

We have already responded to the customer with our findings and consider this matter closed.

Sony Mobile will not respond to any additional Revdex.com communication concerning this case.

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 believe sony refused to be responsible for their defected product. Everyone should be aware that some of Sony's cell phone, the screen will has little crack by itself and Sony used to cover it. But no longer anymore. Even it's within 2 week of purchase.

This will be the last time I buy anything from sony.

Thanks Revdex.com for helping me to contact sony. Too bad they are in a sinking ship and don't care Revdex.com rates any more.

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

Sincerely,

Review: filed a claim with sony protection plus last Feb ** 2014. claim was authorized march * 2014 and I was told I would receive my replacement tv in 3 to 5 business days. placed a call with sony protection plus customer service and no one can give me any information other than there was no tracking number for the tv yet I ask to speak to a supervisor and manager told me the same thing that theres nothing they can do for me and all I can do is wait. called sony store and I was given the number for sony esupport, spoke with a customer representative looked up my claim and she was surprise that I have'nt gotten my tv... called me the next day and informed me that the reason why I have'nt got my tv is because the shipping company dont have the shipping supplies to mail out my tv and that the shipping company will get the supplies sometime this week and when they get the supplies that it will take another 3 to 5 days to ship outDesired Settlement: expedite my claim since they broke the delivery date that they provided me.

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL55BX520. Sony has contacted this customer and has advised him that the replacement TV has shipped and provided him with tracking. The TV is scheduled to be delivered this week.

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: Today I purchased a Sony Micro Shelf System Stereo from [redacted]. The stereo works fine. The system did not have the antenna. I am unable to get the FM to come in clearly without the antenna. When I went back to [redacted] the salesgirl referred me to Sony's online support. Sony's online support clerk, [redacted] referred me back to [redacted]. They also refused to give the Sony corporate address so I might address them through the mail. I only purchase Sony products for my electronic media entertainment (TV, Blu Ray, alarm clock, MP3, etc.) and I have never had an issue in the past. I believe that this was a simple mistake and I would like to resolve this.Desired Settlement: I would like the antenna, please.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

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

customer and Sony will send this customer an antenna at no charge. The antenna

has been ordered and he will receive it in about 1 week.

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Sony was very prompt and diligent in handling this matter. I am very pleased with the outcome in this situation. My kindest regards and thanks to both the Revdex.com and Sony.

Sincerely,

Review: [redacted] November [redacted] 2014

SONY USA / Electronics

Consumer Complaint Division [redacted] Dear (Contact Person or Organization Name):

Re: Warranty Repair Issues / Tech Support / [redacted] & [redacted] On 02/**/14, I purchased a Sony VAIO laptop, SVF14217CXW from [redacted]. (Proof of purchase is attached).

You successfully registered your Sony product

WEB PAGE | ADD TO ADDRESS BOOK

Computers & Tablets Cameras Camcorders TVs Home Theater Phones Weekly Deals

congratulations—

your product is registered

Hello [redacted],

Thank you for registering the following product: VAIO Fit 14 E Laptop SVF14217CXW

Now, enjoy the benefits of registering your Sony products!

Unfortunately, your product (or service) has not performed well and on numerous occasions, beginning less than a month after purchase. It appeared to have trouble once it began to load updates to Windows. The software would lock up and I could go no further. I have contacted your Tech Support group and run diagnostics and reformatted as well as reloaded BIOS numerous times beginning the first of March. Then again on 3/** which is the first time we ran diagnostics and reloaded software, I believe This continued for many months through August. Finally, in August, after receiving Proof of Purchase information again, your tech support decided it was time to send to [redacted] (your repair facility) and consign to the [redacted]. I took the computer to [redacted] and they sent if off to the [redacted].

Order [redacted] Sony Vaio [Incident: [redacted]]

Customer Service At [redacted] to youshow details

© 2014 [redacted]. All Rights Reserved

Thank you for contacting [redacted] Customer Service! At [redacted], we are committed to providing exceptional customer service and creating an enjoyable shopping experience. We welcome inquiries and comments. Rest assured, we have received your inquiry and will respond to you as soon as possible. If you are emailing to cancel an order, please know that we are not able to accept cancel requests through email due to how quickly we are processing your order. We offer many self-service options through [redacted].com such as checking the status of your order or return, checking future [redacted] payments, AutoDelivery shipments and cancelling orders. You may find that you are able to resolve your inquiry by going to www.[redacted].com/[redacted]. As always, we appreciate you welcoming [redacted] into your home. Sincerely, Your Customer Service Team

Discussion Thread

Customer By Email ([redacted]) 03/**/2014 [redacted] Good evening. Since receiving this laptop, I have had to do two service calls to Sony to do recovery on the product.

They informed that if the system recovery tonight which I am in the middle of does not work, it will require service & repair?

This is unacceptable on a product that I have barely had for 30 days?

What does [redacted] do in instances such as this?

Sincerely, [redacted] [---[redacted]---]

The [redacted] had the computer for 2 weeks. They determined it needed a new hard drive. The work order number form [redacted] for that was [redacted].

Great news, we're just about finished!

View: Mobile | Web

Hello Debbie,

[redacted]® has completed your repair and your device is currently being inspected to ensure it is in full working order. Once it passes our inspection, we'll get it back to you.

Track your repair status to get the most current information on your device.

Always there for you,



YOUR REPAIR

Your Service Order Number: [redacted] Track your status now ›

HAVE A QUESTION?

Stop by a

[redacted]®

store or call [redacted] (###-###-####)



You are receiving this e-mail regarding status updates on your Service Order [redacted]. To stop receiving e-mails about this Service Order [redacted], click here.

If you have difficulty with the unsubscribe link please call ###-###-#### to get additional instructions or send a letter to [redacted], Attention: Customer Care/Privacy. Please include your current contact information (name, mailing address, phone number and e-mail address), and indicate that you wish to stop receiving status update e-mails for Service Order [redacted].

[redacted] and the [redacted] logo are trademarks of [redacted] © 2014 [redacted] All rights reserved. [redacted] values your privacy. View our privacy policy.

Upon returning home from business trip early September & 10 days after picking up the computer, I powered it on. It began to show exact same symptoms as it had initially that created the need to have it repaired. (It begins to load updates to Windows 8.0). After an hour or so, it comes back with message that it cannot load updates and must de-install everything done so far. It then begins to unload and de-install, staying here sometimes for days on end, repeating the steps over & over. After which, it will go to blank screen and cannot be shut-down or resume any other activities.

I contacted the [redacted] who mysteriously could no longer find their own work order after only 3 weeks? Then I again contacted Sony and thus the run-around began. I sent emails to the corporate office who continues to refer me back to the tech group who continues to avoid doing anything.

We again ran diagnostics (which they failed to notate for 3 different calls) Then, I call back the 4th time only to be told that my machine showed the warranty expired in Sept 2013? Ok, how can this be? Given that you had just worked on the computer the previous month and verified warranty then? Also, purchase date was in February 2014??

I was told to send Proof of Purchase to [redacted]. I have now done this 12 times….

as per emails (examples above) that I have sent through work computer & home computer. I continue to be told they have never been received by Sony and therefore they cannot proceed any further to correct my issues?? Twice I was told that Sony USA systems were down all over the world and that must be why they have not received the paperwork by email??

I am greatly disappointed first and foremost (as I have other Sony products in my household) that the product is obviously a “lemon”. But more so due to the lack of accountability on the part of Sony USA to address and correct the problem; also the script which your group obviously reads from in [redacted] to avoid taking care of the problem at hand.

The product does not work properly & the service was not performed correctly, I was taken advantage of as a consumer as Sony misrepresented the capabilities of its product to perform etc.

I have made many, many attempts to resolve the problem and I would appreciate your action to get me my money back by check for the full amount of purchase along with the cost of [redacted] 365 ($99.99) purchased for laptop and [redacted] Security Protection Plan ($49.95) also purchased for the laptop which I have been unable to use at all.

Your order number: [redacted] Order date:

April**, 2014

Bill to:

[redacted] ###-###-#### [redacted] Payment: [redacted] Products on your order

Product Name: Office 365 Home Premium

Product SKU: 6GQ-00364

Unit Price: $99.99

Qty Ordered: 1 $99.99

Subtotal: $99.99

Sales tax: $0.00

Order total: $99.99

Dear [redacted],

Thank you for ordering from [redacted] on March**, 2014 .

The following email is a summary of your order. Please save this email as it acts as your proof of purchase. You can log in to view your order by entering the Order Number and password provided below into the Quick Order Look Up.



Your Order: [redacted] Password: [redacted] Order Date: March**, 2014



Product Name Qty Ordered Amount

[redacted] Internet Security (1-3 PCs, 1 Year Subscription)

Activation Code: [redacted] 1 $79.95 $49.95

Subtotal: $49.95

Shipping: $0.00





Tax: $0.00

Total: $49.95

Discount: $30.00

Billing Information Payment Method

[redacted] Please look for [redacted] on your credit card billing statement.

Enclosed / attached are copies of my records (included receipts, work order copies from [redacted] model and serial numbers, and any other documents I feel might be pertinent).

I look forward to your reply and a resolution to my problem. I am also copying several consumer protection agencies, Revdex.com and [redacted]’s office and [redacted] office to hopefully get someone to aid me in getting Sony USA to address and resolve this matter.

Please contact me at the above address, email or by phone at (###-###-#### hm or ###-###-#### wk) to discuss.

Sincerely,

Enclosure(s)Desired Settlement: REFUND OF $1218.98 AND $49.95 & $99.95 FOR SERVICES UNABLE TO USE ON LAPTOP.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about the Sony SVF14217CXW. Sony contacted the customer several times, however we were not able to talked to her directly. We would like to explain the service terms we have with [redacted]. As of now repairing the unit under the basic warranty is the only option we could offer. If [redacted] will determine that unit is irreparable then we will refund her of her purchase, but before that evaluation is required.We need the customer to call our support back so we may set up the repair. She may reach us at ###-###-#### and make use of the Event ID [redacted] as reference. 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 the same actions taken as before. They have not made attempts to contact me as each contact was initiated by myself and rejected by them.I find it ludicrous that I had to go to such measures to get them to respond at all, something [redacted] or [redacted] is great at doing?!! They are again me hostage and dictating that they can offer nothing to correct their defective product but more waiting and more lost time without a computer I purchased in February of 2014.I will go through the motions of contacting the same personnel at ###-###-#### (Sony technical services) that have refused to help me in the past and left me high & dry. I suspect however, we will be discussing this again in 2-3 months...just in time for the warranty to expire and them to officially turn their back on their customer....AGAIN.

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:

Good morning. Yesterday, after accepting this resolution. I did As SONY USA requested and called in with the event # [redacted] to ###-###-####, option#4. Once again, they gave me the runaround indicating they had no such work order number. Also, still stating that I had yet to prove my purchase as I have already done numerous times. I spoke with “[redacted]” (yes I asked him to spell it) They have lied & lied to me. And now they have lied to the Revdex.com as well. They continue to skirt the issue at hand and to screw their customers for the “lemon” products they sell to them. As a professional buyer, I know the normal and unusual routes to take to get a business to take care of its responsibilities and SONY USA (worldwide really) seems to be the bottom of the bunch.

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 her Sony SVF14217CXW. Sony has already processed a buyback for the unit. The customer will get a full refund of $1,218.89. This will be under order number [redacted]. Sincerely, [redacted]

Review: My TV, model number KDL-40R450A, Serial Number [redacted], is defective. It has a horizontal line about one inch below the top of the screen. I called support and received no help. The person I spoke with said that since I did not have the receipt, the warranty is considered expired. He said Sony is not able to track the date of manufacture with the serial number. I was under the impression that Sony was a good brand. It's products are usually a bit more expensive then other brands, but I chose to buy it thinking I would receive better quality and better customer service. I was obviously wrong. My TV is just about one year old. Whether it is under warranty or not, it should not be defective. This is clearly a manufacture defect. I would hope Sony's televisions are made to last more than a year. I am disappointed with my experience with the product.Desired Settlement: Since it is obvious to me that this is a manufacturing defect, my desired outcome would be either repair or replacement of my TV.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] ,about his Sony TV KDL40R450A. Sony has already talked to the customer, we have discussed procedures on how we could assist him regarding the issue. As of now the unit is being evaluated at one of our authorized repair center. We would proceed with further option once we have the result of the evaluation. 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:

[Your Answer Here]

No solution has been provided yet. I was told to take my TV to an authorized Sony repair shop almost two hours away from me. It also charged me $99 to drop off the TV. So, right now, I'm worse off than before talking to Sony. This is not a solution. I have not heard back from the shop to find out what is wrong with the TV, and whether Sony will help me.

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 KDL40R450A. We have contacted the customer already and processed an exchange for the unit.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. Sony did an excellent job following up on the issue and resolving it. Thank you!

Sincerely,

Review: I recieved a Sony media player as a gift and once I tried it out it would not connect to my internet as needed. It is still under warranty and I haev original receipt. I troubleshooted this for over 3 weeks with Sony tech support and they also sent out a technician to change my HDMI connection on my Sony 4k HD TV. Since that didn't work I was then given a ref # to return "MY" UNIT TO Sony they would check it and determine return or exchange for new one.A week after I returned my unit I got a phone call and an email stating I needed to provide them with a credit card in order for them to send me the replacement.Why do I need to issue a credit card for something of mine they already have in house and for them to send the replacement?This has been a nightmare and horrible business practices.My ref # with Sony repair is [redacted]Desired Settlement: I am asking they send me the replacement unit without a credit card since they already have "MY' bad unit there with all original reciepts I had to obtain from the person that gave it to me.Please take care of this and get back to me with solution.

Business

Response:

RE: [redacted] Case: [redacted] Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony FMPX1. Sony has contacted the customer and the customer confirmed that she already received the replacement unit today and that the unit is working fine. If you have any questions or require additional information, please feel free to contact me at [redacted]. Sincerely,[redacted]

Consumer

Response:

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

Sincerely,

Review: My daughter bought a sony [redacted] Fit 14E laptop model SVF142C29L product name SVF14212CXW. Ever since she had it she has had a problem with the WIFI connection. we found out by a Sony representative, that this is a known issue with this model. She paid $640.49 for the laptop and we she was not advised at the time she purchased it of this known problem. Sony advise that the fix for this problem is having an external WIFI card. Why have a laptop with an external WIFI card, when it is supposed to have internal WIFI card?

she would not have purchased this unit if she had known about this issue.Desired Settlement: A replacement with a laptop that the WIFI works without an external USB WIFI adaptor.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony laptop model number SVF14212CXW. Sony has already contacted this customer and was offered to send the laptop for repair however customer refused that option. Customer insist of a refund. We asked customer to send us a copy of the proof of purchase for us to review what we can offer her. 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:

When we purchased this laptop, it was advertised as internal WIFI which is not operating to its capacity. This laptop was mis represented on their web site. It is a known problem with [redacted] Laptops. They should never have sold the laptop to my daughter knowing of this problem. They did suggest we send it in for repairs, however it was not to send it in to them but to [redacted]. this is unacceptable. We even called [redacted] to see if this problem can be fixed and they advised the only thing they could do was replace the internal WIFI card, which is not a a fix as the problem is also with the internal antenna that is connected to the mother board/The laptop is not even a year old, and should not have this problem.I have another laptop which is over 6 years old that has no problem at all with the WIFI connectivity.I am requesting either a refund or a replacement unit and have provided them with proof of purchase. Again, thier website should not have described and promoted this laptop as including internal WIFI.

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 [redacted] Notebook (SVF14212CXW). Sony has contacted this customer and was advised per our customer relations department that we will proceed with sending her a check refund for the unit. The customer accepted the refund amount of $599.99 and she will send the unit back to our service facility. Once the unit is received, the turnanround time is 8-10 weeks for her to receive the check refund. Sony considered this case resolved.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: The best that I can discern from their website, Sony does not offer any kind of communication for projector warranty issues except by phone. In my opinion that is completely unacceptable for a massive corporation of this size. Their phone system seems to be outsourced and seems designed primarily to discourage users from getting Sony to honor their warranty. My projector is the VPL-Hw40es($2500.00 Retail price). It was purchased new at best buy in oct 2014 and is still under the 3 year warranty. I cant get anyone from Sony to email me instructions for how to send the projector in for repairs. I cant even get instructions over the phone. The projector has been exhibiting intermittent flickering issues even with no source attached for 8 months. I have tried a new bulb. I have tried High low lamp, high and normal fan and all other user selectable setting but the intermittent flickering will happen regardless of source used or even with no source used at all. It is not film mode or any other setting as the issues happens regardless of source or settings used and with no source at all. Further it is intermittent and random. It is not the wall power as I tested with a ups. it is not the bulb as I have replace that as well. Sony has not sent me an email no matter how many times I have called and asked. I really would have liked them to provide me with email instructions for how to send in my projector under warranty. Every time I call they say they need to transfer me to the department that handles it then they put me on hold for a few minuets then come back on and say they(the department that handles warranty claims for projectors) must be busy right now and to call back later. Dont believe me? try it yourself! I have made at least 10 different attempts over the last week and it always ends the same. "[redacted]" It seems Sony recently pulled out of the north american market and has handed off their replacement parts sales or warranty issues to third party vendors who are not doing their jobs. Please help. The ticket number I repeatedly gave them was [redacted] though many times I tried to call without giving them a support ticket number only to have the same result. I might expect this kind of nonexistent support from a no name brand doing very little business here in America but not from a HUGE mega corp like Sony. This really does seem like a social media and class action disaster waiting to happen. If no one has a class action lawsuit going I am willing to file on behalf of myself and other wronged consumers if Sony continues to willfully evade their legal and moral responsibilities through inaction.Desired Settlement: I would like Sony to contact me via email, not with a "he said she said" phone call. I would like them to honor their warranty claims and fix/replace/refund my very expensive projector. If the project must be shipped across the country for repair or exchange then I would like them to provide shipping plus insurance. Replacing the projector with a new one would be acceptable. As my projector, other that the issues mentioned, is in pristine shape I would only consider a refurbished projector acceptable is it was of like kind and quality meaning no physical visible or other functional defects. A full refund of the purchase price and whatever it costs me to ship them the projector or the refund and prepaid shipping would be acceptable as well.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Goldtrap about the Sony Projector - VPLHW40ES. Sony contacted the customer via email by one of our product specialists that supports and handles Sony Projectors. Below was the email that was sent to the customer:

"Hi [redacted], I was just alerted that you could not get transferred to the ES hotline. I apologize that they did not give you the above telephone number. This is just for customers like yourself with ES units. I have also created the work order [redacted] for you and if you could verify your address, I will setup a pickup of the unit and get it in and have a full evaluation done on the unit for you. Since it is flickering after the bulb change, it could be a bad bulb or there may be something else that needs to be checked. If you don't want to send it for service right now, please let me know and I can send you another bulb free of charge. All I would need is an email of the bill of sale from when you got it and a copy of the receipt from when you purchased the 2nd bulb. Again I apologize that you could not get through to us. We not only support the ES products on my line, but the professional installers who are putting these products in, and we get very busy from 10am est -4pm est. The best time is from 9am-10am est and from 4pm-8pm est."

Sony is currently waiting for the customer response.

Sincerely, Joe B[redacted]

Review: I bough a sony laptop mod #. Sve14a35cxh s# [redacted] New from them and the laptop the hard drive has crashed 2 times and [redacted] had to replace the hard drive both time and will not give me a replacement or credit on a new one I talked to a guy at Sony named [redacted] his id is [redacted]. I have the receipt for the laptop and Sony says on there website they are having a lot of problems with that model labtopDesired Settlement: I would like to return to Sony and get money back or credit

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE14A35CXH. We have reviewed the information that you provided. Customer mentioned that he is using his extended warranty from [redacted] for the repair. We recommend for the customer to contact extended warranty provider to discuss coverage of his extended warranty.

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.

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:They do not want to do anything to fix the problem I told they the [redacted] fixed it for 2 time and all they offered is for they to fix it using my laptop warranty from [redacted] now. but It it already fix I told them about all the problem with it and what they have posted on there web site about it there said there is nothing they can do because it is past the now year warranty I would like to send my labtop back for a replacement or credit to a different laptop

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 SVE14A35CXH. We have reviewed the

information that you provided. We did inform the customer that he needs to get in touch with [redacted] since he has extended warranty from them, Sony dont have information how the extended warranty willapply on the unit since [redacted] has their own policy.

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.

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

Closing action pending further contact from the customer and/or the Revdex.com

Review: I purchased a Sony Cyber Shot camera in June of last year, upon opening the box I saw there was a crack in the lens. I immediately brought it back to the place a purchased it and was told they would not accept the return because the damage on the camera. I provided my receipt and even with that I was denied exchanging. I called Sony June [redacted] the day after I purchased my camera and the day that I went into the business to try to do a exchange. Sony told me because there was psychical damage on my camera so the warranty is not good. I have been calling a trying to work something out with Sony for the last year. They said the only record they have is me calling on February [redacted] of last year, I did call them to inquire about another product that I do have with them, but the price was not worth the product. I have been told since I have purchased this camera that the warranty clearly states that any physical damage done to the product is voided, I even asked then if I were to purchase a brand new T.V and it had a huge crack in it; they would not cover that. I was told no because of physical damage. I feel Sony is not standing by their product, especially the price you pay for the brand. I've been dealing with this issue for almost a year and when someone finally tells me that it will be covered that all I need to do is send it in and pay the shipping cost (which was $9.50) and nothing else would be needed from me. I received a call the about a week later stating the same thing that I have been told over the last year, " warranty is voided if there is physical damage to the product". They told me they would send the camera back to me because there is nothing further they can do. When I asked to get my $9.50 for my shipping back they told me that was my cost out of my own pocket and that will not be reimbursed to me. I argued that I was promised my camera would be fixed which is the ONLY reason I sent the camera out in the first place.So far I have not received my camera and told it has not left the repair shop.Desired Settlement: I have purchased many Sony products in the past and never have had any issues. This saddens me that they will not even replace or repair my camera even with me being a very loyal Sony customer. I am hoping this action will give them the incentive to replace my camera and prove to me that they care about their customers.

Business

Response:

Per discussion with customer, Sony was unable to repair camera due to Physical Damage. At customer's request camera was returned to customer. When camera was shipped back by [redacted], camera was left the camera at the door. Customer was unable to retrieve the camera. Sony is replacing camera at no cost to customer. Sony considers this case resolved.

Review: I bought a Sony 65"4K flat screen TV set on April ** 2015 which went bad on me within 40 days. I've been trying ever since July to get someone at Sony to either give me a replacement set or my money back. So far all I've gotten from them are a lot of promises, a lot of emails, but no satisfaction.Desired Settlement: At this time I would love to get my money back so I can buy anything other than a Sony brand.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. about the Sony [redacted]. Sony has contacted the customer and offered him a replacement unit. Customer accepted the offer. The replacement has been processed and the turnaround time for TV replacement is 7-10 business days. We shall monitor the case. Sincerely, Jim C[redacted]

Review: I have ordered REFURBISHED - E 50mm F1.8 OSS E-mount Prime Lens (Item: 27-SEL50F18.B) on 9/*/2014. Order Number is [redacted]. There was a delivery of this order on 9/*/2014 but sent they me completely different item (SAL1855 Lens) instead of the lens I have ordered which is not usuable by me. I called in to compain and was told they would have internal warehouse investigation and created an incident [redacted]. After few days they sent me prepaid shipping label for return of incorrect item which was mailed back to them instantly. They have received the item ( Fedex Tracking [redacted]) on 9/**. I have asked me to send me the item I have ordered and have not sent me the item yet or refunded me. They have not responded to my emails. How can sony send me the a completely different Item then I ordered? I have sent them pictures of the packaging including the lens I have received. How long will the internal investigation takes? Send me the Lens Refurbished or New.Desired Settlement: I want the Item (E 50mm F1.8 OSS E-mount Prime Lens) I have ordered immediately. If the lens is not in stock, send me the New Lens. It only cost another $50 more. Sony has to compensate me the time and the trouble.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]bout his Alpha Digital Camera SEL50F18.

Sony has talked to the customer and we already discussed procedures to resolve issue.

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

Sincerely,

Consumer

Response:

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

[I have not yet got called after almost 48 hours I was told I will get call. I don't have an update on their ongoing internal warehouse investigation. I don't know when/if they are sending me the lens I have ordered. They didnot send me the tracking number for the delivery. No updates nor a call other than one on 9/** initial call. I need my lens ASAP.

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]bout his Alpha Digital Camera SEL50F18.

Sony has talked to the customer and was advised that he will be credited the full amount for the purchase and also will be provided a 15% discount on his next purchase from Sony. The customer agreed.

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

Sincerely,

Review: I purchased a Sony Vaio laptop, a Flip 15A, through Sony's eStore back on December [redacted] of 2013. I also purchased an additional 3 year warranty that, unbeknownst to me at the time, ran concurrently with the manufacturer's warranty, as most laptops owned by friends or myself will either work beyond the default warranty period without issue or start acting up within a few weeks. I received the laptop in January, around the [redacted]. The laptop worked great and is still the best convertible laptop on the market now, hence my desire to either get it repaired properly or get it replaced. The first issue started around March where I noticed the screen had a physical defect that looked as if something had dropped on it from the back and caused a discoloration around the affected area; it also tended to appear after the screen had warmed up after being on for a period of time. At this time, I was in college and needed the laptop to do my work. Since the defect didn't get worse, I pushed it off until after the semester was over.

Flash forward to the end of June, when my laptop suddenly stopped working altogether. I called in to Sony and got the repair approved. I was told to take it to a [redacted] near me so [redacted] could take care of it. Though I asked about an in-house Sony repair center and wasn't given a straight answer, I decided to just take it to a [redacted]. The store I went to rejected to perform services because the laptop had not been purchased through [redacted]. I called Sony back again and told them the issue, which resolved in taking the laptop to a UPS store so it could be shipped to a [redacted] center directly. This process wasn't explained properly despite calling back after a UPS store claimed to have no special services regarding shipping Sony products. I had to try another UPS store some 18 miles away in the hopes that this store would know about it; and they did.

The scope of my complaint is with Sony, as [redacted] has called back and wished to make the issue right. However, the first service didn't repair the laptop and took 2 weeks for it to be returned. The return time is average; however, I had to send it back in again because it wasn't fixed. I called in the day I received the laptop back (a Friday) and wanted to speak to a supervisor. I was told they were closed and operated on EST, but I could call back and ask to be transferred the next business day. On Monday I called Sony again and got through to their Customer Relations. I explained the situation fully (again) about the laptop not working and the screen defect. She explained she could authorize a replacement or to send it in again to have it repaired. I opted for the latter as, at the time, I had some unbacked up data. I also had to go through Tech Support to verify the laptop was still not working.

Flash forward another two weeks. My laptop is returned to me working now, but the screen has not been replaced yet and a rubber "bar" foot had been damaged. I called in to Sony again only to find their systems down. I called in the next day and was able to get through. Again I had to explain the from the beginning what the past issues were and further explain what the current issues were. I asked again for Customer Relations and was told their systems were down and that I would have to wait or I could try to contact them via email. I wrote to them immediately after getting off the phone (a Friday) and called in again on Monday. Another representative explained that Customer Relations were still down but he could try through in-house email. After having to explain only half the situation this time, I was told Customer Relations would get back to me within 72 hours. I called in on the fourth day to be transferred to Customer Relations as they hadn't gotten in touch as they said. Another representative then explained that Customer Relations was no longer taking phone calls regarding Vaio issues and that the other representatives I had talked to gave me the wrong information; she also explained that Customer Relations would require 2 weeks MINIMUM before they would respond. I fully explained my issues and asked her to note my frustration with the entire mess before hanging up.

It has now been nearly 3 weeks since I emailed Customer Relations directly and had the one representative contact them. My laptop was unusable for nearly 6 weeks, 4 of them due to being worked on. Since one Sony representative told me that I should have contacted [redacted] on the matter, I did. I also explained to the representative that I should not have to be calling their third party as my contract/warranty was with Sony. [redacted] has satisfactorily responded and apologized for the issues and inconveniences I had encountered and, as mentioned before, wished to fix the minor damage to the rubber "bar" foot. I have not heard back from Sony and the only reason I needed to talk to Customer Relations was to discuss a possible replacement and what it would mean for my extended warranty.Desired Settlement: I honestly would like Sony to not only authorize another repair to replace the screen but to upgrade it OR to send a replacement with a screen upgrade without "fulfilling the extended warranty contract" as the manufacturer's warranty isn't even expired yet. In a more "fair" resolution, I'd like the either of the aforementioned minus the upgrade. It is upsetting knowing that the extra money spent on an extended warranty feels like a waste when it was meant for exactly this sort of incident I was worried about.

I'd also like a formal letter of apology for what is a disastrous experience in Sony's Customer Service and that Sony is responsible for any issues caused by a third party and should be handling them on behalf of the consumer/customer. I would like to point out that the issue with their Customer Service was not the representatives (I talked to a different one every time I called, which amounts to around 12 times) as each one was courteous, helpful (despite being helpless regarding the overall problem), and patient; any fault with Customer Service lies within Sony's policies and management.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony SVF15A17CXB . Sony has contacted the customer and the customer accepted the offer of a repair under the Sony basic warranty.

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

Sincerely,

Review: Sales Rep lied about the extended protection plan in order to procure a sale. I called Sony on 9/**/2013 to procure an extended protection plan that was supposed to include accidental damage. The sales representative then took my money (credit card payment) and I requested my laptop be sent off for service. After telling him what the issue was, he failed to inform me that the protection plan I purchased did not cover accidental nor was it possible to obtain that type of coverage for my system. I sent off the machine for repair only to find out it's going to cost me $500 to repair (which is about 70% of the price I paid for). I then tried calling the main number to try and resolve this issue only to be told "sorry, we can't help you". My money was refunded and the machine is being sent back to me after the employee I was talking to at that time would not fix the problem by honoring the accidental coverage that was "sold" to me previously. I also talked with their complaint department but unsure if anything will be followed up with them. My case number is [redacted]. This laptop is necessary for school and puts me in a bind as I do not have the portability and capability to do school work anywhere at any time.Desired Settlement: I want Sony to honor what was originally sold to me by having the screen replaced at no cost to me.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE171390X. Sony has contacted Mr. [redacted] and has agreed to cover the repair on this unit. The unit is at our repair center now.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [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:

Originally I filed a complaint with the Revdex.com about Sony's poor sales techniques and tricking customers into purchasing items that they don't need; to elaborate on that, I needed an extended warranty with accidental damage only to be told, after sending the unit in for service (for accidental damage), that the "warranty" I purchased was basically only for expedited delivery and nothing else. I do not have that reference number handy unfortunately however, the orignal Sony Event ID is [redacted]. The ending result of that claim/complaint was that the damaged screen would be replaced by Sony, which I was happy with this outcome. The first issues at hand now are, when I received my unit back, they sent me a completely different unit and I was missing part of the charger. I contacted the repair center and they kept telling me that it's the same unit...I'm sorry, but how is it the same unit if I sent in a machine with custom engraving (which was one reason I bought this machine in the first place) and I received a unit back without it? Also, why is it asking me to re-set up windows when it's the "same unit"? I was told that the case was replaced because it had "cosmetic damages"...minor scratches caused by watches and or bracelets, which is normal wear and tear. The ONLY thing Sony was authorized to repair was the screen. No attempt was made to contact me in regards to replacing the case. I even called to inquire about the status of my laptop as they had it for well over a week and was just told "the screen is on order," again, no attempt was even made to inform me of the other unauthorized work they were going to or already had performed. The second issue is that they completely erased everything on my system. While I understand that you are supposed to back up everything before sending it in, they had no authorization, nor any need to do anything concerning the harddrive, unless they are replacing components on the motherboard. In my professional opinion, they replaced the ENTIRE unit with a refurbished machine without authorization. The only way to prove this though, is if there is a record of every component's serial number that was originally installed in the system and to verify it against what is in the machine now. I repair computers/laptops as a hobby and side job, which I have been doing for 16 years, and am certified with Hardware Troubleshooting. There is no need to replace the case when the only thing truly damaged is the screen, unless the case and screen are specific to each other which is rarely the case. No confirmation could be made that this is the reason, and I have been told that the original case has already been destroyed (which I highly doubt it and is probably on another refurbished machine that some other customer will receive) because why would they throw out a perfectly good case with "minor cosmetic damages". The missing charger part is being returned to me. I was on the phone for over 2 hours and got no where with their "customer relations department." I am still awaiting a callback from their "national customer relations department." I would like to have the engraving put on a seperate case and sent to me. I will replace the case myself. I would like Sony to pay for all shipping costs in regards to this new case being sent to me and the one I currently have to return it to them. If that cannot be accomplished, then Sony needs to pay for me to take it to a local store to have it engraved. Also, their policy needs to be updated. They need to inform their customers that custom cases with engraving will not be returned to them because of "cosmetic damages" and "needing to replace" the case. Lastly, whomever at the Laredo, TX repair facility handled my repair, needs to be fired for performing unauthorized repairs on my unit.

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE171390X. Sony has received the receipt for the engraving of the computer. Mr. [redacted] should receive his refund check in about 10 days for the $25.00.

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: Hello, I purchased a Sony Vaio Personal Computer some time ago, model PCG-61A12L (product name VPCEG16FM) and the computer was running smoothly for about a month, but after my initial purchase, I have been continually having problems on and off with the battery and the computer overall. There have been problems with the battery not being able to charge properly, internal hard drive issues on and off as the computer is now continually "checking disks" when it is restarted, and now the computer does not work unless it is plugged in due to the battery issues. The battery was never physically damaged or anything of that sort, but now after all this time, the battery no longer works with the computer and the computer does not even detect a battery, even when it is properly placed in the laptop. I have tried finding a replacement battery on the Sony website, but I cannot find one and the customer service is not much help as well in finding the exact battery. I am quite displeased with the lack of longevity of this Sony product and the little care from Customer Service representatives and would like to report this product.Desired Settlement: I would greatly appreciate having a complimentary replacement battery or laptop sent to me, because I have looked all over and have not been able to find the exact products again, nor efficient service to direct me to where I could have found it. It is very difficult to find this exact product because it was bought in late 2011 when I was leaving for college, and the Sony resources available have not been of help.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEG16FM/B. Sony has contacted this customer last April **, 2014 and was advised to send Sony a copy of the sales receipt so we can initiate a refund. We have received the customer's receipt last April **, 2014. We will be contacting the customer again to discuss with her the details of 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: Sony had only offered to buy back my laptop for the amount of $300.00. The problem with my laptop computer is due to the faultiness of the Sony battery and overall product, which was not caused by me in any way. I have tried over the last few weeks to get the part replaced and because Sony no longer produces that specific battery/adapter (only three years later after it was bought), it now forces me in a deeper financial hole that is very much an inconvenience to me as a college student. Unfortunately, the $300.00 that they offered does not solve any problems for me, because I essentially would have to spend another $800.00+ in order to purchase a new laptop, which was the fault of the Sony product to begin with. I would appreciate if Sony would be able to replace my laptop computer and send a replacement for the settlement because at this point, I no longer have a working computer and will not be able to repair it in any way.

Thank you,

[Your Answer Here]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEG16FM/B. We contacted the customer again on May **, 2014 to discuss the situation. Customer returned Sony's phone call on the same day and we presented customer refund option. Customer said she will discuss the offer with her daughter and will call Sony back with their decision.

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 STR-DH540 home theater receiver from [redacted] in 2014. When I hooked it up to Netflix, which utilizes the Dolby Digital Plus, there is a very noticeable audio quality issue. The audio exhibits the characteristics of low bitrate audio quality. There is a known bug in many Dolby Digital Plus decoders that causes this behavior, and the remedy is a “firmware” update. A representative of Sony ([redacted]) confirms my unit needs a firmware update.

I went to the Sony support page at [redacted], and it said to call United Radio Service Inc. The gentleman had no idea about the Dolby Digital Plus issue, but said that for $193.75 (repair price plus shipping), they would see what they could do. Add in the cost to ship it to them in the first place (SC to NY), and I am within a few dollars of a brand new unit! And no guarantee it would even be fixed since they don't seem to know anything about the problem. This isn't some neighborhood TV shop, this is a national company!

I then called Sony ([redacted]) and the lady also had no idea what I was talking about. She also said, basically, "out of warranty, out of luck". I explained that this was clearly a manufacturing defect. She said "out of warranty, out of luck".

• I can't believe that it costs as much as a new receiver just to update the firmware! My phone, both my TVs, and even my car radio can update their firmware easily, but not this $250+ receiver.

• I can't believe no one has any idea what I am talking about. I said to check under "Dolby Digital Plus Sound Distortion". They said, basically, "um...what?"

• I even thought "maybe I can sell my receiver and upgrade to a new one". How can I sell a receiver, in good conscious, that is defective and, for all intents and purposes, un-repairable?

• I can't even buy a new Sony unit (if I was so inclined) because I have no confidence that A) the new unit will not exhibit the same issues and B) if it does, that Sony will stand behind their product and fix it.Desired Settlement: Sony's description of this product claims it can handle Dolby Digital Plus, which is why I purchased it. Sony needs to either replace the unit with one that can properly handle Dolby Digital Plus, or repair my unit.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony STRDH540. We already talked to the customer and offered service for his unit. A shipping label was sent to customer’s email address [redacted]. We also emailed him the packaging instructions and the Home Audio and Video Repair Inventory Sheet. The form must be included in the box with the unit. We would also monitor this case for the customer.Sincerely, [redacted]

Review: my call of duty ghosts game got hacked and all my points got deleteted. sony would not help me restore them, they are selling a product (the playstation network) that can clearly be messed with by a child and that child has out smarted them! activision and sony are both to blame. this is false advertisement and has rendered the $200 plus I have spent on this game and access to their network utterly useless! I want a full refund plus a $1000 for all the time is spent on the phone not being helped. which now totals 5.5 hours.Desired Settlement: REFUND

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony PlayStation Network. Sony has contacted this customer and was advised to contact Playstation dept for further assistance. customer agreed. provide the playstation hotline

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

Review: I bought a camera A7R from Sony, but today they cancelled my order because it is unavailable and sold out. Their email: Dear [redacted], We have canceled your order/item(s) due to item unavailability. On occasion, popular items sell out before we can fulfill all orders. We're very sorry for the inconvenience. My order number is [redacted], Why does Sony cancel my order, and many persons got this deal and received it, and this camera is not discontinued. If it is not in stock, I can wait. I need an explanation. Thanks!Desired Settlement: I wish I can receive my order asap

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We sent an email to the customer regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ />
Consumer

Response:

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

Sony reply to my e-mail is that they cancel my order because of system update, but actually they cancel my orders because of what I sold sell out. I can not accept such a reply of them.

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

Sincerely,