Sony Corporation of America

Review: On October [redacted], I ordered a limited edition (only 50 produced) autographed and numbered Alice Cooper guitar through the Popmarket website. This is a subsidiary of MyPlay Direct (all customer service responses have come from MyPlay). I've been billed and am paid in full. The order shipped on 12/**. The estimated delivery date, to my address, was 12/**. On 12/**, [redacted] tracking showed the item as delivered…except they had shipped it to the MyPlay warehouse in TN rather than shipping to my home.

When I contacted MyPlay about this, the respobded that they didn't know why the order was returned to them. [redacted] did not divulge a reason, they said. They indicated they would try to "replace" my order but then responded they were having issues finding a replacement and didn't know why (maybe because only 50 guitars were made and the order sold out so there's nothing to "replace" it with?). They admitted they have the shipment on hand. I asked them to simply look at it: was it returned due to damage or theft of contents? If the answer is no, just ship that item back out. They would not comment on whether something happened to the item just that they would try to ship it out but if I felt I had to wait too long, they'd refund me if I wished. I don't want a refund: I want the rare item they admit is sitting in their warehouse that I've paid for. I asked what the problem was with getting this box onto a [redacted] truck. They said they just "had to create a service order to ship the item" but then said their systems were down and they would "contact engineers" about fixing it. Until that system is fixed, they can't ship my item. Are they shipping nothing right now? Or is this "broken" system requiring a team of "engineers" relegated to my item? On 12/** I asked what the shipping ETA is to no response.

So in sum: I ordered and paid for an irreplaceable item that was returned to the warehouse instead of being shipped to my door. MyPlay acknowledges that my shipping address is on the box and the item is paid so they have no idea why they have it now. However, now that they do have it, they won't ship it…claiming first it needed to be "replaced," then changing that answer to the fact they're experiencing technical difficulties with their computer system. If you're in the business of shipping goods, it would seem that such a problem would be fixed immediately or they'd have a backup plan. I mean, really, use the label on the box and write the pertinent info to enter it into your computers later. Many mistakes were made and the only one paying for it is me. They have my item. They won't ship it. Period.

As of today, they're not responding to communications. Maybe they will later, I can't say, but I've tried to reach them unsuccessfully.Desired Settlement: Since MyPlay admitted they have my guitar with my name and address on it sitting in their warehouse, I want it shipped ASAP. It should have been here prior to the holidays, now it seems I'll never get it.

If they CANNOT send this item, along with a full refund, I want an explanation as to why they can't manage to send me a rare box with my name on it. If they busted it or if it were actually stolen, I want to know that. Otherwise there is NO reason that guitar should not have been in my hands last week from an order I placed in OCTOBER.

Business

Response:

We are very sorry for the inconvenience this has caused. It usually take 1-2 weeks for our warehouse to receive in returns especially during the holidays. The customer was refunded the full value of the original order. We supplied her with a private link to reorder the merchandise missing from the original shipment and the customer reordered it.Thank YouCustomer ServiceMyPlay Direct

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. Although, to be noted, the business only worked towards a real resolution once complaints were filed. Ultimately, I received my item (after being refunded and reordering per a special link, as the business stated) over a month after it was originally delivered to the incorrect location. I have my item so I am pleased with that. I am not pleased with the amount of hoops I had to jump through and people I had to talk to in order for the business to ship an item, in January, that they admitted was incorrectly delivered to their warehouse in December, that was ordered in October.

Sincerely,

Review: The BlueRay player I purchased was defective. I called for repair to Sony customer service. I had to pay to ship my blue ray player, which in itself is ridiculous, but not my main issue. I shipped my player which had a blue ray movie belonging to my 3 year old granddaughter stuck in the machine. I followed their instructions, placed my name, address, and a note to the effect that the movie was in the machine and needed to be returned. I received a replacement machine, with no movie. I called the contact and the number on my packing list on 4 seperate occasions, YET never received a call back or the movie.Desired Settlement: I would either like the movie replaced or a check in the amount equivalent to the replacement cost of the Disney Movie Monsters Inc.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony BDPS390. Sony contacted the customer and a request has been made to warehouse to try and located movie to return it to the customer If customer has request for movie, she can provide it for reimbursement.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Consumer

Response:

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

"I finally received my check in the mail this weekend, so you may go ahead and close out the case.

Thank you,

[redacted]"

Sincerely,

Sony has to have the WORST customer support. I asked why my system wouldn't connect to the PlayStation network, and the tech disconnected me from chat. Any time someone sneezes the network goes down, this is ridiculous considering how much money WE the loyal fans give them.

Review: In April of 2013, I purchased a Sony Bravia television. And, in March of 2014, the television stopped working. I, then contacted the Sony repair hotline. The representative informed me that they would have to order the part needed to fix the t.v.. The representative contacted me two days after to notify me that the part needed could no longer be obtained so, they told me that they would send a replacement t.v. in five to seven business days. On the eighth business day, I still had not received the replacement. Upon contacting them, I was told to fax a photo of the model number and serial number to them. I faxed the photo on March ** from Rite Aid. I later contacted them to see why I still had not received my replacement t.v. and was told that the photo I faxed was too dark. So, I then faxed the same photo from my local library on March **. I was then contacted by a Sony representative stating that they had two different serial numbers on record. I have spoke to atleast five different representatives so, if there was a problem with the serial number, it would have to have been on their end and not mine. Because, I have given them only one number and had faxed the same photo of that said number twice. I was then told to email a photo of the entire back of the television to them. My sister spoke to a [redacted] at Sony and was told that they would process the order without the emailed photo within five to seven business days. Tomorrow will make the seventh business day with still no word or reception of a replacement. I feel that I have jumped through numerous hoops to get Sony to honor this warranty. And, have been made to feel like a criminal. I have been told on two different occasions that they would send the replacement within five to seven day and still have not received it.Desired Settlement: I would like Sony to honor the warranty of repair or replace. And, seeing as to how they cannot obtain the needed piece, I would like for them to replace my television.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television model KDL40BX450. Sony has sent this customer a replacement television at NO COST. Sony provided 2 years warranty on the replacement tv. The replacement unit was shipped via Fedex Tracking [redacted]. Per Fedex website the television was delivered on Friday April **, 2014 at 10:23 am.

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

Review: I bought a Sony DSC Rx100M3 from the company website under Corporate Perks EPP plan. On the product webpage, at the bottom of the product picture shows the exact following text in red and bold "10% savings shown in cart. Free Case (LCJRXF/B) with purchase $84.99 Value."

After I added the product to cart, the total price adjusted accordingly and the checkout process was followed to completion. As a note, the free case did not show up in the cart, however I was not alarmed as many merchants do not show free items in the cart.

The product arrived on time (even though packaging was poor and the camera box was not sealed) and the product was functioning. I immediately noticed the camera case was not included in the shipment. I called Sony right away. The agent picked up the call was [redacted], after describing the situation, she said she sould go in to the system and look only later coming back saying system is not up therefore she mentioned she made a note on my order and asked me to call back in an hour. The 2nd call was first handled by [redacted]. She went through my order and told me that the corporate perks program cannot take advantage of the "regular" customer promotion and if I take the 10% off then I cannot get the camera case. I explained how the website looks and reads, any normal customer would consider both 10% off and free case would apply. [redacted] said there is nothing she can do. I asked if I can return as the promotion items were the only reason I pulled the trigger on their product. [redacted] said she is going to ask. A few minutes later she said yes she can issue a return however the return shipping will be on me. I declined to take it and requested to escalate the case. After holding for 10 minutes, a gentleman named [redacted] (employee ID [redacted]) came to the phone. He claimed the same thing and there is nothing they can do. So the best they can do is to allow me to return as coporate perks program usually does not even allow returns. Regardless, the shipping needs to be on me.

I do not think I am financially accountable for anything regarding the return. The promotion items were in red and bold. During the checkout process, there were nowhere stating that I am disqualified from the camera case. Here are my 2 cents: If a customer is not qualified for something offers, please do not show it. Also, even if you showed it, if the customer become disqualified for certain offers, TELL THE CUSTOMER right away like any other legit merchants out there. (ex. if a coupon code entered does not work, display on webpage that the code cannot be applied). Unfortunately, there is no such signs saying that I am not qualified for the camera case. I am under the impression throughout the entire process that I will receive the camera with a camera case. Therefore, I consider Sony did not fulfill the order to its entirety thus requesting Sony to either fulfill it with the camera case as promised and showed online or provide a full refund with return shipping label.Desired Settlement: Sony to send the promised camera case as stated on the website OR accept the product return providing the shipping label and no restocking fee

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony DSCRX100M3. We have contacted customer multiple but no response.

Sales promotions has certain terms and conditions . We stand behind our Sales department explanation on this but since Sony values him as a customer, we would like to offer him LCJRXF/B camera casing at no cost as one time accommodation. If cust accepts offer, he can call our support at ###-###-#### to discuss the offer. Any of our representatives will be able to assist him. We are open Mondays-Fridays: 8am-Midnight Eastern and Saturdays-Sundays: 9am-8pm Eastern. Make use of Event ID as reference, [redacted].

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: On ** January 2016 at around 10:00am EST, I contacted Sony's Extended Service Plan support number in order to file a claim for my cracked phone. I spoke with a representative who informed me that their "system" was having issues and they couldn't process my claim, so I'd have to check back Monday to see if the system was fixed. On ** January 2016 at 11:00am EST, I contacted Sony again to check on the status of my claim and was informed by another rep that the system was still down but they had escalated my issue to a supervisor, and now I'd have to wait for a response from a supervisor. On ** January 2016 at 3:00pm EST, I contacted Sony again and spoke to a rep who was able to file a new claim for my broken phone. This rep told me that he was processing the claim and once I emailed them proof of purchase for the device, they'd complete the request for the claim.

I proceeded to email them a PDF of my bank statement which showed the purchase of the phone, but I never received a response from Sony. Every time I call the Extended Service Plan support number, they continue to give me the run around and tell me that they're waiting for "supervisor approval."Desired Settlement: In response to my claim with Reference # [redacted], I would like that Sony honors my Extended Warranty and proceed to file the claim for my broken phone. I've paid a lot of money for their product and their extended warranty, and I feel like I've been scammed.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Xperia phone. Sony attempted to contact the customer yesterday and today via phone but it was directed to his voicemail. We would like to advise the customer that his case was reviewed and due to the phone was purchased overseas the Sony Protection Plan (SPP) will not be honored as the plan only covers a product purchased within the US. Thus, Sony will process a refund for the amount the customer paid for the said plan. We would like to request the customer to send the copy of the contract as well as the receipt/order number for the purchased protection plan to [redacted] with the Event ID [redacted] as the subject. Once the documents are received, we will create a request for the check refund. Thank you, Joe B[redacted]

Review: I sent my Sony NEX5R camera for repair in the beginning of August, 2014. After about a week, I was contacted by someone in their repair department stating that I wasn't eligible for repair under my warranty, and that I'd have to pay over $300 to repair it. I told him that was not possible as I had purchased an extended warranty and it was covered and gave him the information. I called back a few days later, only to find out the camera was boxed up and was being shipped back to me. They claimed that I declined the repair, which was in no way the case. The woman on the phone then verified that I had an extended warranty and put in the request for service, so they had to unpack my camera and fix it. I was leaving for out of town and told the woman that I was going to be gone for 10 days starting on August [redacted], 2014 returning Septembe[redacted] 2014 and no one would be there to accept the camera so if they couldn't get it to me on time they'd need to wait to send it out. When I returned I found notes on my door stating that the camera was delivered back to Sony. I called Sony on the second week of September to figure out when they'd send my camera back to me, and they told me they could not find my camera. I called back numerous times from then until today, which is October [redacted], 2014 and they still have no idea where my camera is. Every week they told me that they were going to be sending my camera back, but every time I called the camera was no where to be found. When I expressed my concern and my need to speak with a [redacted], no [redacted] called even though they told me someone would. I was hung up on a few weeks ago and told that they could do nothing for me. Today, when I expressed my concern, the man told me "it was not his problem" and that he put in the request for someone to contact me. This has been happening for the last 2 months and I am over it. As far as I'm concerned Sony has lost my camera and is not returning it to me. Why is it so difficult to get a someone that knows what they're doing on the phone so I could receive the camera back? Why is there no [redacted] contacting us back? Why did I pay extra money for a warranty on a camera when Sony seems to have lost it? I'm at the point now where I will never purchase another Sony product again due to the employees' inability to get things done in a timely manner.Desired Settlement: I would first like my camera back within the next week. I would also like to speak to a legitimate [redacted] about all of this because they have lost me as a customer due to their poor customer service. The people that work there are completely incompetent.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony NEX5RK/B. Sony has contacted customer and advised that unit has been shipped back. Provide FedEx tracking number [redacted], shipping status is In transit. Estimated delivery is Friday, October **, 2014.

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

Review: Nature also includes: Unreasonable/Excessive delay in repair, Repairs Resulting in Additional Damage

I had sent my Sony Xperia Z1 (C6906) in for repair because it had quit working. After waiting for over a month (being told max wait is 14 business days) My phone was missing some parts including (speaker grill and the front camera). I immediately called the [redacted] who was dealing with my case ([redacted]) who claimed my phone would be replaced he just needs to send in a request.

Of course after waiting a week I called again to sony support as I have heard nothing. I always get the typical response: [redacted] is currently busy/not here, or someone will be in contact with you WITHIN 48 hours. I never get the call back and always have to call in again, usually repeating the same process. On the rare occasion I do get him on the line it's the same old story, I have sent in a request and am still waiting and gives me some sort of excuse that it's not his fault.

This has been going on for well over a month since I received my phone back from repair. I usually call Sony twice a week trying to resolve my issue without any success.

The number I am phoning to Sony Mobile Canada Support is:[redacted]Desired Settlement: Sony should be held accountable for their products and service. A replacement phone or refund of the item's value should be provided/refunded to me and I send back the old phone. Sony should be offering me something further than a replacement/refund as well for me to even consider their products in the future.

Business

Response:

We are sorry to read of the difficulties the customer is having with his phone. We are currently working with him to address the issues noted in his complaint.

Consumer

Response:

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

[redacted] at Sony Xperia Support originally contacted last week me offering a New replacement model as well as a "premium accessory", He said he would be in touch later in the week with a tracking number. I then got a phone call yesterday from [redacted] saying Sony has denied my "request" for a new model in exchange for my old model. My device would need to be sent in to the repair centre for inspection. I told [redacted] this is unacceptable and I would not send my device in and wait for them to inspect it at the expense of my time and them to make a decision after.

It is of course Sony that initially made the mistake with my device and as a customer I feel I should not have to deal with more repairs. Especially after them offering me a new device + accessory and now what seems them changing their minds on giving me a new one…

I had previously given proof of my faulty device with photos in an email to Sony. There is absolutely no need for inspection and certainly no need for 4+ days between a new update on current status.

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

Sincerely,

Business

Response:

As a courtesy, we have shipped a loaner phone and SIM adapter that the customer may use while his phone is at our repair center. When the customer receives this phone, we ask that he contact the Sony Xperia Contact Center to setup an RMA to have his phone evaluated. If no tampering or abuse is found, a new replacement will be sent to the customer.

Review: My Sony STR DN-840, purchased on 1/**/2014, failed. I filled out the required Online form, sent the device as required to [redacted], EVENT #[redacted]. The device was received by the loading dock at the Sony Service Center on 9/**/2014. When I checked the status of the repair a message is displayed: Unfortunately a part(s) is on backorder for your work order.

Your repair will be expedited as soon as the part(s) is received.

We're sorry for the inconvenience.

No indication of when to expect the part, no estimated time to repair. Phoning the service center has done no good. I get very rude and un helpful employees on the phone.Desired Settlement: Sony should replace my STR DN-840. I have build my entertainment center around the AV Receiver and right now it is unusable, because he input devices and the sound was provided by the AV Receiver, STR DN-840.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Home Receiver (STRDN840). We contacted the customer and informed him that the part is still in back order status. Unit was received by our service facility on 9/**/14. Today (10/*/14) is the 8th business day from the date unit was received. We informed the customer that normal repair turn around time is 7-10 business days, thus it is still within the said time frame. We also advised him that if the unit will not be repaired within the as soon as possible, then we will notify him and provide what his options are.

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

Review: My parents and I have the same Sony KDL40V5100 televisions and Sony DVD Home Theater System. We were advised to install the firmware update to take care of an intermittent audio issue with the HDMI components. The firmware was to address this issue according to Sony's support page. We downloaded and installed the update from ([redacted]). The update was to version ER4.12-E3. Since the install on both televisions, the screen will turn black and the HDMI # appears three seconds later. We reset the TV as per Sony's instructions, but the new issue will not disappear. The firmware is the cause of the issue. Sony suggested service at a local center to fix the television (which works perfectly) except for the new issue. We contacted Triangle TV repair, a platinum Sony repair center and was quoted $400 to replace the signal board which would also have the new firmware update. We were told that we could also purchase a new "reconditioned" television at a discounted rate. However, this TV is about 4 years old and was in perfect working order until the firmware was installed as per Sony's instruction. The service center verified that this is a firmware issue. While the warranty has expired, the firmware provided is defective on two televisions and Sony should be responsible to make this right. We have been long standing Sony customers. From computers to televisions and walkmans to Playstation, we have owned literally one hundred Sony products. We paid more for the Sony name because of its reputation, but in this case, the firmware is the issue that will now cost us $800 to repair.Desired Settlement: Sony take responsibility for the faulty firmware and repair the units at their expense either locally or at their service center or Sony provide a method of reverting back to the previous firmware to alleviate the situation or Sony replace both units with a similar unit.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDL40V5100. Sony has contacted this

customer and has offered a comparable model refurbished TV for $329.00 plus

tax. The customer has declined this offer. Sony will not make the customer any

other offers. The TV is out of warranty by more than 3 years.

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]

The firmware update is responsible for the damage to both televisions as the sony repair center stated. This is the update that Sony told us to install. Paying $600+ for both TV'S is not acceptable.

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 KDL40V5100. Sony has contacted this

customer again and has offered a comparable model refurbished TV for $329.00

plus tax. The customer has declined this offer again. Sony would not offer to

assist with the repair since the TV is several years out of warranty. Sony would

not offer any replacement at no charge.

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:

Review: Order Number: [redacted] e-Coupon Code: [redacted]

I first started with order number ([redacted]), received but defective with dead pixel/dust in the lens and been told that its not possible to exchange and will loss the coupon price. So I returned the original camera and reordered another one but the one I received also have dead pixel/dust in the lens ([redacted]) and thought that when I placed the order there were a $30 coupon plus $20 ecoupon code I could applied and save a bit of money. The rep reiterates multiple times that I shouldn’t have to worry and the coupon will be applied but it ended up the second ecoupon didn’t applied.

I am frustrated that I got transferred between departments and holding on the line for so long and I am still debating if I should return or ask for the $20 ecoupon credit back. I don’t want to hold on to the phone anymore, I talked with almost 10 reps for 1 little purchase. I am not sure if I want to wait for another hour and wait for a resolution. All by all, I don’t think I would ever order from Sony web site again and will not recommend to any of my friends. I am writing to seek for a reasonable resolution Sony could provide, either the $20 credit or a return.Desired Settlement: Either the $20 ecoupon or return

Business

Response:

January

[redacted], 2014

Review: I purchased my Sony computer about a year ago and have been plagued with problems since about two months of owning it. The software in the computer has never correctly worked I have had the hard drive replaced, and have spent countless hours on the phone with customer service, to only get the run around. This morning I called trying to once again try to get help uploading pictures and burning them to DVD. After speaking to 6 different people and allowing three people access to my computer and wasting 4 1/2 hours on the phone I was told sorry there is nothing we can do to fix your problem and this is your problem not ours, even though you have a warranty. The last person I spoke to was a gentleman named [redacted], he refused to give me his last name. He also was the one to tell me the computer is my problem, he decided to begin to question why I was just now filing a complaint, even though I have filed complaints before in the past. [redacted] also proceeded to tell me he was the highest person in the Sony company, there was no one else above him, and then decided to hang up on me, my problem was not and has not ever been solved. [redacted] said he is in the [redacted] his Id number is [redacted]. I never in my life have asked repeatedly to speak to a supervisor and been ignored not to mention hung up on.Desired Settlement: I am asking to get some resolve to my almost 365 day battle, either have my computer fixed so I may use all the software in it, or replace the computer itself.

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 cover the repair on this unit. Sony will

also cover the shipping.

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,

We have purchased a Sony KDL – [redacted] Television from the [redacted] here in [redacted], Arizona on May [redacted] 2013. After purchase of the television everything was good and it was working fine for couple of days after that we went on a vacation on June [redacted] for couple of days and later after that we have been facing issues with the TV. I have contacted the Sony Support on June [redacted] and spoke to one of the customer service rep and explained him the problems with the TV as it was difficult to switch the mode into SEN (Sony Entertainment Network), you have to click several times and also while watching the TV for a long time there were several screens coming on the TV and there are lines on the TV. I explained him for 45 Minutes and he said there is some issue with the television, you will be exchanged for a brand new Sony TV. I asked him I would be glad if you could allow me to upgrade it to next models as this model has issues with, he said the problem is with the TV but not with the model, I agreed to what he said and I told him fine go ahead and do it. I thought it would be better for me to go ahead and buy the extended warranty on this for 3 years as I don’t want any problems with the TV down the line. Our communication was fine on that day and the customer service rep said you will receive a call from delivery team with 5 – 7 business days and they will exchange it for you for a Brand new TV, I was happy that I was taken care.

I did not receive any email or any calls from Sony; I contacted the Sony Support again on [redacted] June as the time they have taken 5-7 business days was completed. One of the customer Service representative from Sony support said that you need to see the dealer as we might have already shipped the TV to the dealer as you have bought from the dealer, he tried to escape from my call and he diverted me to [redacted], Same day I Called [redacted] and I spoke to the Manager called **, He said there is no such notices from Sony and he took my contact details and would call me if he heard anything about it, later after couple of days I called [redacted] and checked with them they said, there is nothing they can do about it, NOW I asked the manager from [redacted]’s as I am trying to resolve this matter and I have explained him the problem with the TV and what I was promised from Sony. He said [redacted]’s is no where responsible for what Sony promised and at this point you have crossed 30 days return policy and I would not be eligible for that too, so all I have to do is contact Sony. As they will not allow me to return the TV or exchange for something else.

After all this run around from Sony & [redacted]’s, I tried reaching Sony in the first week of July, They could not locate my order in the system and I need to call back as the concerned department is not available to provide me the status on it, I explained him the complete story and he said the Sony Customer service rep should not have diverted you to [redacted]’s. After I told him all my story, he said let me see If I could assist you, after some research, he said, They have created a request for replacement and here is your reference number ([redacted]), but they have not allotted to specific department. Please call us back on Monday to know the status. I called them and they said they have allotted them through [redacted], I would be receiving the email from them.

Finally, I thought after this much struggle I am getting my replacement Television which I spent more than $1500. On July **, the [redacted] scheduled the delivery, they showed up around 11.15 am, I was happy and made sure all the items I got with my TV, I Returned it and made sure it is packed it right and I have helped the guy as there was no one to help him and he was dragging the TV. I helped him to bring the TV to the first floor. As soon as I saw the box I called Sony Support again as this is a Open box TV and I reviewed the papers inside the TV said, we made sure to check everything is working fine, I told him I don’t think this is a brand new TV and would like a brand new TV, its like giving my new TV and buying a refurbished television, I was very much disappointed with the quality of the service that they were providing, I have mentioned on the [redacted] delivery receipt that the TV is in open box and we will see if there is some problem we will have to reselect the TV.

Sony Customer Support told me it’s a new TV and there will not be any problems with it, I am having the same kind of issues with the TV again with the New one, as soon as I found out there is a issue with the TV, I went to see the Sony Box and there was a brown sticker pasted on the box and I removed the sticker, as soon as I saw the sticker I was so very frustrated as it says “SONY FACTORY RECERTIFIED”, there was some major problem with the TV they have repaired it and recertified the TV. I felt so bad that Sony is cheating me saying it’s a brand new TV, they should not have sent me a TV in refurbished box if it was a brand new TV and Besides that we have same issues with the TV I would like Sony to be responsible for it and take some action on it

I am a very Big loyal customer of Sony, I have 2 laptops, X-Box 360, Sony Home Theater and BLU RAY DVD PLAYER & Finally Sony TV. I want them to compensate me and also upgrade it to the different model TV, If they do not want to do anything about this , then this would be a last transaction from Sony and will share my experiences with near and dear ones, so they should not go through this problem in their life time. And possibly will go the attorney general and all the business sites about my experience so no person should go through this problem again.

It would be great if you could resolve this issue before I go for something else.

I am attaching the pics of the Sony box, TV pics, I will be waiting from Sony to resolve this issue.

Please contact me through email: [redacted].

Thanks

[redacted]Desired Settlement: I want to get the Full Refund

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 [redacted]

and [redacted] has accepted Sony’s offer of a full refund. Sony has scheduled a

pickup of the TV. Once the TV is returned to Sony, the refund check will be

processed.

Our

accounting department processes refund checks twice a month so it may be 4 to 5

weeks before [redacted] receives the check.

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:

I do not understand why will they not refund the warranty money that was taken by the Sony, They have to refund the $100 for the warranty.

These company is [redacted] and will file in all social sites and company feedback about this stupidity.

They are very big [redacted]. This will not end until they pay my money back on Warranty. I am fighting with this [redacted] for almost 3 months now.

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

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 [redacted]. Sony has contacted this customer and Sony will refund customer for the extended warranty, the amount is $99.99. The customer will receive a credit on their card.

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: Just got off the phone with Sony right now because my Sony Xperia Z1s is not water proof as is stated and filled with water well taking a under water picture in a pool. The phone was under water for ten seconds and failed to do what it was supposed to do. I didn't not exceed or even come near the limit specifications listed in the user manual. I called Sony expecting good customer service and them to step up when a product is defective and I have found the opposite. Instead I am being told I have to send my phone in and then wait THREE weeks (with no phone) well they do an evaluation and no guarantee the phone will be replaced. When I asked why it was going to take so long, as when I had a problem with my HP computer they sent me a over night label and had the computer fixed and back to me within a week, [redacted] (whom is a [redacted]) let me know this was not HP! I asked him what I was supposed to do if my car was to break down or I was to get in a accident and couldn't call 911 and was told nothing could be done. After a lot of talking [redacted] finally agreed to provide me with a shipping label, but I have to go to fedex, buy a box and package the defective product myself and still am expected to wait three weeks. I also asked [redacted] if I would get any updates along the way to let me know where things stood or to let me know my phone made it to Sony or a new phone was on it's way to being returned and I was told NO. This is a $600.00 phone that is nearly brand new and is already not working. For such an expensive product, that is supposed to be held to such a high standard I would expect much better customer service and more of a willingness in wanting to repair or replace a defective product.Desired Settlement: I would like a new replacement for the defective cellular device and I would like it done in a timely manner. I am not sure how someone can be expected not to be upset when they are told their phone is going to be taken for three weeks, and this is just for the evaluation. I pay a phone bill but have no phone to use due to a defective Sony product. I don't see Sony paying my bill for a product that is no longer useable. One a replacement has been sent and received I will be satisfied. I have received the shipping label and will be sending the defective product to Sony tomorrow.

Business

Response:

The customer’s phone was received by our repair facility on July **, 2014. Sony replaced the phone and has shipped it back to the customer. Per FedEx information we have, the unit was delivered on August **, 2014.

If the customer has any further questions, he may contact us at [redacted] between the hours of 8AM to 11AM any day of the week.

Review: This is regarding Sony/Laredo Repair Center

Notification # [redacted]

Order # [redacted]

Model-MHSTS10/S

Serial-1757177

I sent my Sony Bloggie Camcorder MHSTS10 to the Laredo Repair Center for repair on August **, 2014. I was contacted by email from [redacted] - [redacted] Technical Support Alpha and Digital Image [redacted] who reported a few updates on the camcorder. One week later I received a practically empty box only containing a USB adapter. I emailed [redacted] regarding my disappointment with Sony and not receiving my camcorder. Since late August and September, I have called the repair center twice a week to speak with someone about my repair and was repeatedly told that they cannot see what has happened with my camcorder and as soon as they can determine the "status" on it, I will be contacted. As of this date I have never been contacted and I am still missing my $140 camcorder.Desired Settlement: Please contact the repair center about # [redacted]. They sent me a USB adapter for NO REASON and when I called they used that delivery tracking information to say that my camcorder was delivered, but I NEVER received it. I would like my camcorder sent back to me in working condition.

A technician named - [redacted] called from ###-###-#### originally worked on the camcorder and I cannot reach him. Afterwards, [redacted] at theSONY REPAIR CENTER emailed me on 9/**/14 but has not responded to any phone calls or emails since that date.

If the camcorder is missing I would like a refund of $140

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony camera MHSTS10/B. Sony has already contacted this customer and left a voice message. We advised the customer to call us back so that we could relay the information from our Laredo Repair Center. We would like to request the customer to send us the proof of purchase for the camera so that we could process a refund for the lost unit. We already left a plan in her file on how she could send us the documents.If you have any questions or require additional information, please feel free to contact me at [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:this email includes the email correspondence between the Sony Laredo Repair Center and myself. It also includes an attachment of the invoice/proof of purchase from Amazon.com. Again, my concern now is that they have not sent the refund check. -----Original Message----- From: [redacted] <[redacted]> To: [redacted] <[redacted]> Sent: Wed, Nov **, 2014 11:09 am Subject: RE: [redacted] Good Evening Laredo Customer Satisfaction Center, Thank you for contacting me regarding this issue. I have attached the invoice of my purchase of the Sony Bloggie Camcorder. I understand that you are not able to locate my camcorder at this time and a proper refund (not lesser than cost of camera) will be sent to me. I appreciate your company resolving this issue. I look forward to receiving the refund so that I can purchase another camcorder. Thank you again, [redacted] RE: [redacted]Order-[redacted]Revdex.com ID# [redacted] -----Original Message-----[redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. We called the customer however we were not able to talked to her directly. We would like to inform her that the check refund of $144.00 has been processed on 11/**/2014. Turn around time for her to receive this is 4 to 6 weeks.Sincerely,[redacted]

Review: I purchased a Sony Vaio laptop less than 1 year ago. Upon initial inspection and use, the laptop however, within a month or 2, issues with it's functionality came up. It had fan issues, that was related to the Bios and motherboard, and the monitor, when it went into sleep mode, or the lid was shut, would "black out" essentially going grey while still backlit. This required a complete restart of the laptop, and thus, loos of data that wasn't saved immediately at the moment. I sent in the laptop to Sony for repair. The replaced the motherboard and for some reason replaced the battery. For a few months, everything worked ok, until these last few months, the screen/monitor issue came back up again, only worse than initially. I'd also noticed that a casing screw was missing near one of the hinges, and this caused slight flexing near that hinge, causing a small crack near that hinge. I don't know if this happening during the initial repair or not. I sent off the computer on April *,2014, dropped off at an approved UPS drop of store. About a week later, after not hearing from the repair facility with an update, I used my husband's computer to check the status of the repair. To which, I found $599 worth of repairs that needed authorization. I called immediately and was told about physical damages that were present upon the laptop's arrival. I requested pictures 3 times, and updated my email with the company twice, as they had it incorrect the first time. I still didn't receive the pictures. I indicated that there was no damage to the computer upon drop off, and so the repair facility filed a complaint with UPS. I was promised phone calls with updates, and didn't receive them Today would be almost a month since initially sending off my laptop, and I've just today gotten a phone call, to be told that since there was no damage to the packaging for the laptop, the claim was rejected. I was also told they would not look into the issues I sent the computer off for because of the physical damage.Desired Settlement: All I want is my laptop repaired ASAP for the issues I sent it off for, 1 of them having been an ongoing issue since it's initial purchase. Since this is my work laptop, this has been a severe hindrance. I'm on the phone still, requesting the pics they say they have of the computer, and had to update the email address AGAIN, for the 3rd time now, because they had it wrong still. There's a big difference between [redacted] and [redacted], and yet, they keep trying to send it to [redacted].

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVF1521JCXB. This unit was sent to the Sony Service Facility for repair. However, our technician found that unit has physical damage. We spoke with the customer on May **, 2014 and informed her that physical damage issues are not covered by the manufacturer?s warranty. The customer declined to pay for the repair estimate and refused to continue with the repair. The unit will be returned back to the customer "as is."

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

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]

Of the aformentioned issues, and also because my laptop was returned to me with FUTHER damage than what was present when I sent it off; a picture is attached. Customer relations reps assured me my computer would not be worked on to 'avoid further damage', and yet, as the pic shows, it's severely damaged. Also, it seems that the LCD monitor has been tampered with, as it's seams have "give" in certain spots around it's edge, and now the screen flickers when refreshed or opened and closed. Also, when I turned on the computer, a black screen and message that said " operating system not found". When I noted this on the Sony ** page, the represetnative, [redacted], gave me instructions to go into the BIOS of the computer and reset it. If my comp wasn't tampered with, or worked on in the least, why do I have to go into the BIOS to reset anything, when my comp wasn't like this when I sent it off? It took not only resetting the BIOS, but several restarts to fix this issue. At first I was afraid my hard drive was missing, but upon inspection, I couldn't even get to it, as a mounting screw holding in the hard drive chassis has been forced into the screw hole, and now cannot be removed without further damage. I noted all of these things on the Sony [redacted] page, and [redacted] said she, or Sony, would be in contact with the repair facility. That was all on Satruday, May [redacted], and I have not heard a word from them. I gave them 2 business days to figure this out and will be awaiting their response by Wednesday.

I am beyond disgusted in how this has been handled by Sony. The non chalant attitude and unwillingness to repair an issue that they didn't fix in the beginning when it was requested is beyond irresponsible in terms of customer warranty care. At this point, I want my laptop FULLY REPAIRED. It has been returned to me with more issues and damage than when sent off and I almost didn't even want to touch my own computer. At this point, I'm willing to hire an attorney because they don't seem to take having a poor rating with the Revdex.com seriously. Sad part is, i'm not the only one they treat this way. There are complaints all over their [redacted] page about poor warranty support. And either my post on their page has been taken down since there's a pic of the extra damage on the comp, with it's shipping carton in view, or really difficult to find, so I cannot provide word for word what the rep said. I was told to email Sony directly, and they pretty much responded the same way they did here. I was willing to walk away from this and find other methods to repair my computer, until I received it with more damage. No other offer will be acceptable. I want my comp fully repaired. Period.

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

Sincerely,

Business

Response:

Thank you for your update. Sony's response has not changed since our original response. Our technicians in the repair facility found that this unit has physical damage. Physical damage issues are not covered by the manufacturer's warranty. The customer refused to pay for the repair estimate that our technician provided so the unit was returned “as is.” The unit has been returned back to the customer unrepaired via Fedex tracking number [redacted]. Sony considers this claim/case closed.

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

Consumer

Response:

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

[Your Answer Here]

YOU FURTHER BROKE MY COMPUTER!! HOW IS THIS CASE CLOSED? I provided evidence of the further damamge caused to my laptop and yet I get no recourse from this?

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

Sincerely,

Review: I purchased a VAIO Flip 11.5" PC item #SVF11N13CXS in Feb 2014. Shortly after, I was informed that the laptop is prone to overheating, and I needed to send it back. I was offered three options, and chose to send back the PC to receive a full refund plus receive $100 via check for the inconvenience. My career depends on working with computers and communicating with customers through the internet, so this was difficult, enough.

The process began in April. I took a photo of the [redacted] label, and followed up with a Sony representative to ensure that the laptop was delivered (they failed to email me a confirmation number). I was told the process should take 4-6 weeks. I don't know why a refund should take this long to begin with, but I was patient.

4-6 weeks had long passed, and I had started calling Sony to see where my refund was. Upon calling Sony, it was scary to see how disorganized they were. Sometimes, my phone number would bring up my previous information. Other times, they had no idea who I was.

I began documenting dates and correspondence between Sony, because it was clear that my check was not going to arrive. On June [redacted], I was told the process had begun "again", and I should have my check within 4-6 weeks. Well, 4-6 weeks had passed, and no check arrived. I followed up with a phone call to customer relations, and I was assured that I would receive a phone call the following day. I was also given an email address with a reference number, and told to email customer relations with my information. I did email customer relations, and waited two business days for a phone call without avail or any email reply. So, on August [redacted], I made [yet another] phone call to Sony. I was told that I would receive a reply to my email within 2-3 weeks.. which is absolutely ridiculous, since I've already waited months for payment. I asked to speak with someone in customer relations, in which the representative informed me that no one could take my call. I had asked why, and the representative could not give me a definitive answer.

Throughout this process, I have called numerous times and have been very patient with Sony. This has not been an easy process to receive a simple refund. I have not received quality service from a company that markets luxurious products and services.Desired Settlement: I would appreciate my refund of $877.59 promptly.

Thank you very much

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF11N13CXS . Sony has contacted this customer and was advised that refund has been process on 08/**/2014.

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

Consumer

Response:

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

I wanted to follow-up with you on case ID #[redacted]. Sony had contacted me on September [redacted] 2014 after opening this case with the Revdex.com, and had promised to send a refund of $877.59 within 4-6 weeks. It is now October [redacted], and no refund has been sent. I have attempted to receive a refund since March 2014, and have been told by Sony that I would receive a check in the mail on numerous occasions. I have also attempted to escalate the case, and waited patiently for another 4-6 weeks without a refund. I also offered to give them a bank account number, to avoid waiting the '4-6 weeks' and transfer the money immediately.

I feel like I am being cheated out of my refund, so I would appreciate any assistance from the Revdex.com. I have the original case quoted below.

Thank you for your help,

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:

Hello-

It was recently requested that I provide an event #: [redacted]

If someone from Sony could personally handle my account and get a direct deposit, this is what I need to be done. Thank you!

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 SVF11N13CXS. Sony has already contacted the customer twice, however we were not able to talk to her directly. We appreciate you for bringing this to our attention, we are currently investigating on the delay of the refund, that was approved on 08/**/2014 under order number [redacted].

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

Sincerely,

Review: Early this Month, I purchased a Sony Blu-ray Disc Player (BDPS1200) to play a PAL format DVD we purchased (Complete Series), and the Player does not read the DVD Disc. On the Sony Web Site, the Product shows it supports NTSC/PAL (60Hz/50Hz) : Yes (NTSC only at 60Hz). It did not specified the region area for the PAL, and I was very disappointed over it when I called Customer Support Center and they told me it is for Region 1 only.Desired Settlement: The Video DVD that shows the NTSC/PAL on all DVD Players on the Product Specification should include the Regions for the PAL so it won't be misleading.

Business

Response:

Per remarks in customer's file, customer's feedback was emailed to the sales dept 3/**. As was offered to the customer at that time, we will again offer for customer to return his unit for full refund, pending Proof of Purchase. If customer wishes to return the BDPS1200, he can call ###-###-#### with [redacted]. This option is availble to [redacted] for the next 30 days. If customer wants to keep his unit, Sony will consider this claim closed. Thanks, [redacted]

Review: I bought a 2014 reciever model STR dn1050 on May [redacted]. Shortly after I installed it and threw the box out The remote wouldn't work. I called sony support who had me ship the original remote to Texas. The were shipping out a new one once they recieved the old one. I called a week later and they said the remote was back ordered until that friday but they would ship it Friday. I called on Friday they told me it was back ordered until sometime in the first week of September. I explained this is a new model and I can't wait until September. I then went above them to customer relations. [redacted] explained if I sent them the reciept(fax only) they would send me out a new unit immediatly. I waited three days for Sony to process the fax and called them. They claimed they never recieved the fax.I asked to speak to [redacted] in customer relations and they said as of that day, customer relation could no longer accept phone calls, only e-mail. They then asked me to send them the reciept by e-mail which I did. I then got a call from [redacted] (customer relations) last night to state they think they found a remote that will work and I should get it in 7-10 days. I explained this has been going on since the middle of June.. Would they please ship it overnight or two day. I will even pay for it. He simply stated NO. You will recieve it in 7-10 days. I said are you sure it will work? He said after reviewing everything they think it will work. I said what if it doesn't work he said call us back and we will try something else. I asked to speak to his supervisor. His response was "there is no way you will get it before 7-10 days." I then said fine ship it and I hung up on him.

I have been a big supporter of Sony from TVs(3), laptops(2), and camera, 2 blue rays , head phones and even an aftermasrket car stereo. I have been fortunate enough to never need the customer relations. I must say from this point on I will think twice about purchasing ANY sony product.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding [redacted] Sony has contacted this customer and was advised to purchase the

remote control RMAAU189 part number[redacted]we will reimburse him for the amount he paid for, we requested him to send us POP once he purchased the remote foir us to process check reimbursement.

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

Consumer

Response:

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

In reference to complaint ID [redacted], I recieved the offer from Sony and I have sent them them a copy of the reciept for the remote I purchased. I have been told they will review the case and send me a check. I don't want to close the case until I recieve the check. My history with them has been promises from their customer relations they didn't keep

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 a Sony Remote Control . Sony has contacted the customer advised that sony will reimburse him $50.00 in check. The customer accepted the offer also advised that turn around time for this is 4 to 6 weeks, customer agreed.

.

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. I am agreeing to consider the matter resolved however I am hesitant to do this because Sony history with me. They always appear to lose or can't track the items. I reserve the right to re- open the matter in 6 weeks from today or Oct ** 2014 if I don't have the re-imbursement check in hand.

Sincerely,

Review: Most recent event number [redacted].

My laptop has been to your Laredo repair station 4 times now, and sent to the [redacted] once, and after each repair worked less than a week each time it was returned to me.

I bought my laptop Dec. 2012 (receipt can be provided), and my first report of problems was in January *, 2013, but because I was out of the country for 11 months, I was unable to return it to you, so I waited until I came home. During my time away, I contacted your support center well over a dozen times via email and chat (all of which I still have records of, and agent ID#s for, if you'd like), trying to fix my computer on my own with their direction, as the touch screen never worked, and the laptop would shut down and restart with blue error screens. I finally sent my computer into the service center when I got home at the end of December, 2013 (Event [redacted] notification [redacted]), they were unable to fix the problem. After a few days of using the laptop, I had trouble again (Event [redacted], notif. [redacted]), and again (Event [redacted], notif. [redacted]), and then again (Event [redacted], notif. [redacted]). Sony finally sent me to Best Buy to get it fixed (event [redacted]), and it is still broken.

Since that request for the [redacted] repair, I have been in contact with your associates since Aug *, with no results. I have made 3 separate requests from Tech support to have Customer Service call me, each time being promised a call within 1-2 business days, I have not gotten a call back since those requests. I did get a call back from my email on Aug *, but after the initial contact, 3 weeks later to let me know they were looking into it, they have not contacted me until last week when I received an email that my computer was not in warranty, which is not true, because based on my paperwork and phone calls with associates my computer's warranty is extended 90 days from the last time it was repaired, which is the case, so per that email I called the number provided ###-###-####, who promised the third call back in 1-2 business days, a time frame that they have not honored. No one will return calls that are promised, and at the same time are not available for me to call.Desired Settlement: Please, give me my money back. You've been given 5 attempts to fix my computer, that worked less than a week of the 21 months I've owned it. I've lost likely dozens of hours speaking with Sony associates over the past 20 months trying to make the computer work right, with no success. I can't get that time back or the data lost with at least 12 computer refreshes, but I also need a laptop that works.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT13124CXS.

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

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

Sincerely,

Consumer

Response:

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

They offered to do a payback on Thursday(9/**) but told me to send them the the proof of purchase, and that I'd get a call back in 1-2 bus. days. Day 3, and I hadn't heard from them, so I called back, was put on hold for 27 minutes with [redacted] at 12:29pm, and had to disconnect to return to work...At 1:58pm I received this email from Sony, [redacted] (I received an email from this before that confirmed my model number and event number) : Thank you for bringing your concern to Sony’s attention. Your file has been reviewed and we have some options for you. Please call our support line at ###-###-#### to discuss these options. Any of our representatives will be able to assist you. We are open 24/7. Make use of Event ID as reference, [redacted] We will wait for your call and have a great day! Sony Customer Relations[redacted]

I called the number, twice to make sure I was not wrong and it was a SEX HOTLINE! This is disgusting and absolutely despicable. Do I need to get a lawyer involved? This is traumatizing!

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 Notebook. Sony has contacted this customer and was advised per our customer relations department that prorated buyback for $512.11 will be provided. Customer said that she will think about it and will call back. Customer also complains that phone # provided to her was not a Sony hotline #. We did apologize to the customer that the phone number provided to her was incorrect. It was a mistake on our end that the phone # was mixed up. We filed a complaint on her behalf regarding this matter. The customer also asked for the contact information of Sony's legal department and we provided an address and a fax #.

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