Sony Corporation of America

Review: On January**, 2015 I ordered a TV from Sony.com certified refurbished. The TV arrived fairly quickly and I opened the box and discovered only 4 small foam blocks in the corners providing protection of the TV. I turned on the TV and noticed that the screen had a waffle pattern and was defective. I called Sony support to get resolution and started case number [redacted]. It took almost a week to get follow up from [redacted] in [redacted]. I had a list of things I needed to do, take pictures, remove serial numbers, damage the tv screen and take more pictures and send them to him. [redacted] did not respond to emails, had an old voice mail from Christmas and provided no follow up. I got a call on 1/**/2015 from [redacted] saying that I would receive a Sony gift card. This TV was a birthday present for my son and I already went another way with the present, now I am left with a sony gift card? I would like the money refunded to my credit card. This whole process is very unprofessional. [redacted] did not want to provide me with a contact or email information to file a Sony complaint, he said he is the highest level. [redacted] never responded. Nobody responds to [redacted] This is a shame all of my tvs are sony, laptop, clock radio, etc... this process has been so unprofessional from start to finish I will consider other manufacturers in the future.Desired Settlement: Credit my credit card and not give me a sony gift card that I can only use at sony

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Bravia KDL48W600B. We already contacted the customer, and was advised of the Sony Store credit program to resolve the issue under event number [redacted].We also offered him a $50.00 Gift Card to compensate him for the inconvenience, and the customer accepted. We shall be monitoring this case and make sure that he will be assisted accordingly. Sincerely,[redacted]

Consumer

Response:

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

I received a call from [redacted] from Sony Customer relations on 1/**/2015 and she mentioned that she would be able to ship me the same tv that I ordered instead of sending me a store credit gift card, in addition to the $50 credit gift card. I would like to keep this case open because saying you are going to do something and actually doing something can be very different. I have not received any shipping information of the replacement tv to this point and [redacted] mentioned it could take 2 weeks. Shipping me a replacement tv was the same resolution I offered in the beginning but I was told that would be impossible by [redacted] at Sony. I am ok in receiving a replacement tv of the same model that I ordered before, I want to keep this case open until I receive the replacement tv in condition advertised and $50 gift card. Thank you.

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]

Again, I am hesitant to end this case because it is not resolved, I have not received a tv yet. I was called on 02/** from an agent of the office of the electronics [redacted] stating that he had received my email and they would take care of this right away, he stated I would receive a new tv and they would swap out the defective tv. I got another email from [redacted] on 2/* that...

[redacted]So, a couple concerns now... I can not track the order number provided on Sony's website, I do not know any shipping information, and I don't know if they are shipping me a new tv or another poorly packaged refurbished unit.

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

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony KDL48W600B. We already talked to the customer and provided him the [redacted] tracking number, [redacted]. As per the tracking information, estimated arrival date of the shipment is February **,2015.Sincerely,[redacted]

Review: 5/**/2014 I ordered a TV direct through Sony.com after contacting them as a saw variable specs on the product on different sites. The man was helpful so I bought the tv from Sony directly instead of [redacted] etc.

One of the conditions I specifically asked the sales person was if I needed to be present to receive delivery of the tv since my wife and I both work full time. He assured me NO that I will not need to be present.

5/**/2014 I got a call from the delivery company that said they would only deliver M-F 11-5 with absolutely no exceptions. I immediately called Sony back and then the order was cancelled that day

6/*/2014 - Sony still has not received the item back and will not process me a refund. Replied that the items will not return till 6/** (3 weeks from cancel, yet it only took 2 day to get there?) and that beyond that I will not get a refund for another 7-10 business days, At which point I will have been required to make a minimum credit payment or incur late fees/interest charges for something I refused delivery to to a misrepresentation by a sales person.

This has incurred me other hardships as I tried to buy an alternate TV in the meantime but the company uses the same credit service as sony and they would not grant me the credit due to the sony credit I just recieved as it was fraud warnings.

I have also wasted over 10 hours of my time trying to speak to Sony Customer Care which only made things worse. At this point I have 0 confidence that my refund will occur.Desired Settlement: Prompt refund of my money. My original desired outcome was that that someone look into if alternative arrangements could be made or a suitable apology made for the sales rep Lying to me, but now I want nothing to do with Sony ever again so just a refund is needed)

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about Sony's selling practices. We are currently reviewing the case and coordinating this with the proper department to determine how this issue can be settled. We will follow up with you and with the customer as soon as the information becomes available.

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

Consumer

Response:

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

[Your Answer Here]

I still have not been processed a refund. The item should have arrived back in Sony's warehouse today at the latest as per previous emails from Sony support. There is no reason this needs to go on any longer. They have been telling me that they have been Reviewing my case for 3 weeks now. It is not that complex. This should have already been resolved.

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 While the company response here is not a resolution and the process did take longer than I would have liked or deem acceptable, the problem has since been resolved with them contacting me directly.

Sincerely,

Review: 1/*/2015 12:25:09 PM

To whom it may concern:

I am writing to let you know that I have for many many years been a very loyal customer of Sony products; but my recent experience with my newest TV and tech support has really negatively changed how I feel about Sony. All of my entertainment products are made by Sony and that includes TVs, camcorders, cameras, PS3, headphone and the list goes on. Recently, I’ve been contemplating getting a 4K TV and although the Samsung TVs look really great, I was still considering Sony, but that may change now.

The problem is with my TV XBR-55HX929, which I purchased a couple years ago. I buy only the best Sony products and all of my TVs are XBR. The TV came with pre-installed apps, such as Netflix, Amazon, and others. The problem is that since I bought the TV, the apps have upgraded many times from the providers, but my TV does not upgrade them; consequently, I am unable to take advantage of new features such as Dolby 5.1 surround from [redacted] The TV is stuck with the original versions of apps. I contacted Netflix and they informed me that the app I have is very old and that the TV is the issue since it is not updating the apps. Just out of curiosity, I decided to try my 8 year old Sony TV. The internet was disconnected from it for a long time, but as soon as I connected it, it alerted me that a new version of Netflix was available and asked me if I wanted to upgrade it. Why isn’t the much newer, more expensive, and more advanced TV doing the same?

On Saturday January [redacted], 2015 at 11:10 AM PST, I called tech support at ###-###-####. I spoke with a person with an [redacted] accent. Basically he was on a mission to blame everyone else for the problem. He kept using words like “I’m not sure” and “maybe”. I politely told him that his comments were not very assuring and I asked if I could to speak to higher level tech support that could provide definitive answers, to which he replied, “there’s no one else”. I then asked if I could speak to a different tech support person, which he refused. Being very frustrated, I asked for his name, and after pausing for few seconds, he replied, “[redacted]”. Every other question I asked after that, he replied with the same “your product is out of warranty” answer. I then called back and spoke with [redacted]. He was very pleasant and provided his name upon answering the call. He said he had a fix and advised me to download a file on a USB memory stick and into the TV. It turned out that the TV already had the latest firmware, so it didn’t work. I called back and spoke with [redacted], he advised me to reset the TV and if that didn’t work, he said had no other suggestions. TV was reset, initial setup was run again, TV was completely unplugged from power and reconnected, nothing worked.

I finally went to the Sony store at the [redacted] and [redacted] were very helpful and spend much time trying to get me an answer. When they couldn’t, they emailed an expert who they trusted would know, but I’m still waiting to hear back. [redacted]Desired Settlement: fix my issue

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his XBR55HX929. We already contacted a customer advised him that we already made a request from our product [redacted] to assist him with his issue. The reference number for this is [redacted].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]

I was informed that the [redacted] would contact within 48 business hours, which have passed without being contacted.

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 Edmond Daniels, about the Sony XBR55HX929. We already talked to the customer, and confirmed from him that a product [redacted] have called him and helped him with his issue.Sincerely,[redacted]

Review: Company refuses to refund unauthorized charges

I purchased a subscription to Planetside 2 to see what it was like. The cost was 14.99 and right after buying it I canceled the subscription so I would not be billed again. Two months later I was reviewing my credit card statement and I noticed the company billed me for another month, even after I ended my subscription. I was never informed that I would be billed again and there was no contact from the company when my credit card was billed a second time. I tried numerous times to get this resolved, only 1/3 of my e-mails to support had been responded to and the general response was outright refusal to correct the problem.

[redacted] name: [redacted] email: [redacted]Desired Settlement: I did not agree to pay for a second month and I was never informed that my card was being billed again. I canceled my service immediatly after starting it to prevent this from happening. I want the company to refund the unauthorized billing of 14.99

Consumer

Response:

Resolved

Sincerely,

Review: I was traveling in China and needed to urgently purchase a camera. I wanted to ensure that if I purchased a Brand New Sealed in the box camera in the Official Sony Style Store in China (not a reseller) that I could buy from Sony USA a 3 or 4 year extended Warranty (which will cover accident/damage) when I returned to the States in a few weeks. The camera I planned to purchase is the Sony RX1, this is not an inexpensive camera, it has an ASP of $2899.

Before purchasing the camera I called Sony USA @ [redacted] on the [redacted] of January at 8.06am EST, duration of the call was 7 minutes, I spoke with “[redacted]”, and described the situation to him. The facts surrounding the call are as follows;

1) I was calling from Shanghai and needed a camera for a shoot in the morning .

2) I informed hom that I would be back in the US in a few weeks and I would like to ensure that I had ADH on the camera if I purchased it in Shanghai

3) I wanted to purchase a Sony RX1.

4) I told him that I would purchase the camera in the official Sony Style Store (Huai Hai Lu) on Shanghai, this is not a reseller store.

5) I would have a official receipt from the Sony Store indicating the price paid, I thought it would be around $2500

6) I told him I would only purchase the camera if I could get ADH.

The response from the Sony Customer service ([redacted]) was:

1)[redacted] assured me that ADH was available and valid for the camera even if I purchase it in Shanghai, I made him confirm this twice.

2)[redacted] told me that it would be available for 30 days from Date of purchase.

3)He told me that he would like to sell me the ADH on the phone there and then,( I believe the price quoted was $229 (approx)). I declined as I did not feel comfortable buying ADH for a camera that I did not yet own

4) He confirmed again that I would be able to get ADH as long as I called in 30 days after I purchased the camera.

He was fully aware of the facts and circumstances when he made the commitment on behalf of Sony to sell ADH for the camera

Based upon this I went ahead and purchased the Camera from the Official Sony Store in Shanghai on the [redacted] of January.

I subsequently called Sony USA (within 30 days) to purchase the ADH, this time the customer agent told me they were not sure and would need to check. After an escalation I spoke with a [redacted] named "[redacted]". She told me Sony would not sell me ADH for a camera purchased in China, the last person must've been mistaken.

[redacted] was very professional and opened a case ID for escalation, the Case ID is Incident: [redacted].

I received an email response to this case saying that I should buy the ADH in China, I had already told Sony it was not possible.

I sent a follow up email to Sony USA, I have heard nothing back.

I would never have bought the camera if I had know I would not be able to get extended ADH cover, I feel that Sony needs to make good on their commitment to sell me ADH for the Camera.Desired Settlement: Sony should sell me the 4 year ADH for the camera as they committed.

Consumer

Response:

Sony contacted me in reference to complaint ID [redacted], they agreed to sell me the ADH warranty, this resolution is satisfactory to me and the matter has been resolved (Thanks Sony).

Sincerely,

Review: I placed order for Record album on 9/**/13. The item was backordered but, I recieved no notice of that fact. Upon realizing the item was backordered I became concerned due to a pending move out of state by end of month. I attempted to contact this business to either cancel the order or update my shipping address. I was apalled to learn this business has no phone number for customer service. I attempted to send email through their website and was blocked from doing so. I updated my address on their website hoping at the very least IF and When the item should ship it would come to my new address. However, I was contacted by email from [redacted] on 9/** that the item had shipped to my Old Address in Texas when I am now living in Arizona. I was finnally able to get an email through to this company and their response is as follows: "I'm sorry for your dismay but since it has already shipped, we can no longer do any changes to it." The business is refusing to change the shipping address to my residence in another state. Now the item which is a Vinyl Record will be shipped to my old house which is currently vacant. The vinyl will get warped and ruin the product beyond use in the heat if left on the porch. UPS has not even printed the label yet and it seems like it should be possible for the business to change the shipping address so the item will come to my residence in Arizona rather than my old house in Texas. If the business had a phone number or way to contact them I could have simply changed my shipping address when I realized the item would not ship until later in the month. It is surprising to me that a business can operate without a phone number for customer service. What if I lost access to a computer? I guess I will have to contact UPS myself to somehow intercept this item so it does not get left at a vacant house 1,000 miles away from me only to melt and warp in the Texas Heat.Desired Settlement: I would simply like to get my order shipped to the residence in [redacted] where I am now living or I would be perfectly happy to have the money I spent on this item refunded and the order cancelled with the item returned to My Play Direct from the shipper.

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.

Good day.

Yes. Issue was resolved with shipment of product ordered sent to my current address here in AZ.

Thank you for follow up and involvement in the resolution

of this matter.

Cordially,

Review: Sony failed to honor its Price Assurance guarantee. Sony would not refund $200 after the price of TV dropped $200 wihtin 30 days of my purchase date.Desired Settlement: Please refund $200 dollars plus tax.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the

complaint your office received from [redacted] about his TV KDL65W850A.

Sony has talked to customer about the adjustment made for his TV purchase. Sony credited him back $109.83 back to his account and that was processed June **, 2014. The price of the TV originally was $1999.99 with $400 discount when he purchased it, so he paid $1599.99 only, and the price went down again to $1499.99, that's why we credited him back $109.83 including tax. The price of the TV only drops to $100 and not $200. Please see attachment with the order of the TV.

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:

The price of the TV was dropped to $1299 because my friend purchased the same tv from you guys. His order number is [redacted]. You guy just do not want to honor you Price Assurance guarantee. It is very sad a big company like Sony do not want to honor it guarantee.

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:

I am waiting for Sony to send me the check. But every time I contact Sony they just keep on saying it will take 8-10 weeks. I called Sony 6-7 times and each time I gave them my home address and serial number for the TV. And each they claimed they never received any of the information I provided them. If they said they are going to refund me $190 why does it take them this long. I feel like they are playing games with me.

Rich

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 Rich Lee,about his Sony TV KDL65W850A. Sony contacted this customer however we were not able to talked to him directly. We would like to inform him that the refund was approved on 11/**/2014 under order number [redacted]. We are still within the turn around time to complete this. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely,[redacted]

Review: I bought Sony Experian 3/2013 from cellphoneforever/soway tech. As soon as I got the phone, I immediately went online to register it. That's when I found out the phone was not charging. Since I was on the website, I called Sony Experia support. The sony tech stated the charger may be bad. I notified cellphoneforever/soway tech. It took them over 30 days to send me a replacement charger. It still didn't charge, it took Soway tech, around two months to send me another charger. Still didn't work. Sony Support stated they will fix the phone, once I supplied proof of purchase. Back and forth with Soway tech and Sony, I finally got a proof of purchase. I sent the phone to Sony. They sent me the phone back stated corrosion. For months from Sept 2013 when I got the phone back till Jan 2014, they could give me no reason how the phone had corrosion with no water damage. They denied my claim to fix it. I felt something wasn't right so I took the phone to a reputable phone repair business. They found no corrosion on my phone. The charger piece was not working and the warranty covers that. Sony lied to me and for almost a year, Sony support has given me the run around, just to lie to me. My phone has no corrosion and never had any.Desired Settlement: What Sony Support put me thru, making me feel like the bad guy, making me feel like I have done something wrong. They gave me bogus answers when I ask them the one question. How did a phone with no water damage have corrosion damage. They kept giving me bogus answers. For months making me think the phone had corrosion damage. They lied to me, my phone has no corrosion damage, I physically seen the inside of my phone when the technician checked out my phone. A license business, store front.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Xperia. We contacted [redacted] on April **, 2014 and referred him to the Sony Mobile Communication Team to directly discuss his situation. The Sony Mobile Department handles their own service and support issues.

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]

First, they are lying, and I will swear in court. Let Sony thru phone records that they called my phone. They may have spoken to [redacted] from the Revdex.com, but not me. Sony constantly tries to fight this battle thru lies, by stating they spoke to me directly. When I spoke to my new Revdex.com investigator, he told me about this letter that Sony sent the Revdex.com. Also gave me the phone number and a contact name which is [redacted]. I called the phone number and a customer service Rep told me that Sony had spoken to me April [redacted] 2014. I can obtain my T mobile phone records and let Sony obtain theirs on that day. [redacted] would not speak to me, the Rep told me to call ###-###-#### because they are handling my case. I called that no. and a Rep answered put me on hold for around 10 minutes. When he came back to the phone he told me, what they said last year stands, they will not replace my phone. Sony has given the Revdex.com and myself the runaround since Jan. Than they lie and state that they spoke to me. As you see Sony does not fear or respect anyone. I reject their letter.

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

Sincerely,

Business

Response:

Sony Mobile considers this matter closed.

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 want the world to know how Sony Mobile treats their customers. When I took my phone to a second reputable repair shop. Both stores specified no corrosion. I even showed the second shop the picture Sony sent me, of the part that has corrosion. First the repair person had to take several layers of the phone apart to get to the area Sony presumes has corrosion. After the last layer of the phone was taken apart, the repair person looked at the 1st two layers, extremely clean, no sign of water damage. Both of us wondered, how could corrosion penetrate two layers of the phone to get to the smallest part of the third layer without showing any corrosion or water damage on the 1st two layers of the phone or any parts of the back of the phone. We were both baffled. This just tells me that their are still dishonest companies in this world and I will never buy from Sony again

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

Sincerely,

**

Review: I purchase a Sony Vaio Computer at Wal-Mart for 599.00 plus taxes, on February of 2011, by December 2012 the LCD screen light started acting up and went out on this computer. I sent it back to Sony for repairs since I did nothing to cause this. Sony Charged me $49.95 for diagnosis Plus a $200.00 repair fee. It was returned to me on Christmas Eve of 2012 one year later The same Screen LCD Went out again. Still nothing I had to do with it. I sent it back to Sony, Since I assumed they had resolved this issue. This time they wanted to charge me and additional $470.26 to repair this same computer with the same issue. I was told by one of their reps. that they are aware that the computer may go out. Save yourself time and money and purchase a quality computer for less than Sony products. they only sell their name. $599.00 plus taxes, plus $49.99 plus $200.00 Equals almost $900.00 worth of a defective non working computer.Desired Settlement: I really think they should honor their product and fix or replace this computer. I've lost too much money in this one. I am so dissatisfied with the outcome of this product. I'm afraid to purchase anything from Sony again. Not only would they not fix the product, some of them were just rude.

Business

Response:

Sony [redacted]

On 5/**/14 Sony rep contacted customer. Customer's computer is three years old, out of warranty for two years so Sony is unable to assist with repair. Customer is unable to provide a proof of purchase. Sony offered prorated buyback of $210 based on age of computer. Customer refused the offer and wants no further communication with Sony. Sony considers this claim resolved and closed. Thanks, [redacted]

Consumer

Response:

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

[Your Answer Here]I did not accept the offer that Sony offered because this computer is defective. I sent Sony all of the receipts and the online registration of the computer. they accepted the paper work at the time. Four weeks later they contacted me with the offer of 210.00. I would like to take this matter to court since I am a paying customer, and I did everything they ask of me. The receipt that I sent them coincided with the purchased of the computer. Since the receipt didn't named the computer as Sony, now they refute payment. I chose to keep this computer as evident because I know this computer is defective. I've done everything they've asked me to concerning this matter and they assured me this matter was resolved 4 weeks earlier from this date. Now they are saying they can't do it, and are making me another offer.

'

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 did contact me with the same offer of 210.00 which I still reject because

I paid Sony 249.99 to repair the computer which they told me if any problems I had with this same issue they would repair. This is a on going issue with this computer. 210.00 is what their offering plus the return of the computer. I paid 677.48 for this computer plus and additional 249.00 for repairs. 210.00 would not even cover the repair price. I asked them to either repair this computer or replace it. They in turn refused to do either. I don't think this is a reasonable offer from Sony. I sent them the receipt I had concerning this computer plus a registration of the same computer 5 days of the receipt which I sent them. Again since the receipt did not Sony Vaio they refuse it. If they don't believe I purchased it then why are they trying to buy it back for 210.00. I refuse to accept that offer. Here's a company with millions yet they still trying to rob me of 677.48 plus 249.00. What happen to the customer always right especially if they got proof of a receipt. I would be happy to send you all of the documents that I sent to Sony.

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 contacted [redacted] again on June **, 2014 and explained that Sony cannot offer any other option other than what has already been offered. Since the customer was unable to provide a copy of the receipt, Sony offered prorated buyback of $210 which was based on age of computer. Customer refused to accept the offer. Sony's response has not changed since our original response. Sony considers this claim/case closed.

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

Review: I own a Sony Bravia HDTV (Model # KDL-40VL160). Recently, I was watching TV and the picture suddenly changed from normal to having a green discoloration across the entire picture. The discoloration of the picture then got worse and all colors are now inverted. When this happened, I tried all the 'troubleshooting' tips recommended on the Sony Community Message Board, such as unplugging the TV and conducting a 'hard re-boot' of the TV. None of these attempts have worked. I had the TV looked at by a repair professional and he told me that the problem was a faulty panel in the TV that would cost nearly half ($500) the original cost of the TV ($1,300); and from reading online reviews, I can see that this has been a problem for many other people as well.

I tried contacting Sony customer support via email ([redacted]) a week ago but have not received a response. I called Sony Support today and spoke with a Sony representative, [redacted] Dome, in the [redacted] who was not very helpful. All he kept telling me was that the TV was outside of the 1-year warranty and that I would have to get the TV fixed at my own expense. After explaining to the representative that that was not a reasonable solution, he offered no other options. Also, when I asked to speak with his [redacted], he told me that "they were all in a meeting."

This sort of customer service is completely unacceptable. I purchased this TV at a premium price thinking that the name Sony Bravia was associated with a high-quality standard. I had no idea how wrong I could be.Desired Settlement: I would like to either (1) have my TV repaired by Sony at no expense to me, or (2) have Sony provide a replacement TV at no expense to me.

Business

Response:

Dear Dispute Resolution Services,

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

Sony has contacted the customer twice, unfortunately we were not able to talk to him directly. However he was able to return our call, Sony has referred him to Authorized Service Center for out of warranty service. Customer was also offered a 15 discounton his next Sony TV.

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.

The time period for thelimited warranty that accompanied the product at original purchase has expired, and Sony will not be able to honor the customer"s request. Sony considers this claim completed.

Sincerely,

Review: I sent our Blue Ray player to Sony on Friday, August **, 2014 via [redacted] tracking number [redacted] for repairs. I called at the end of September and the beginning of October to try to find out the status of the repair. During both calls, the agent (after an extended period of time) claimed that they could not identify what had happened with the Blue Ray player. Both claimed that they showed that it was received but weren't sure what happened to it after that. Both agents promised a call back from a manager within 24 hours. It is now October [redacted] and I still don't have my Blue Ray player and have not received a call back.Desired Settlement: My desired outcome is to either send me my Blue Ray player back or refund me the money so I can buy a new one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVE3100. Sony has contacted this customer and was offered a brand new replacement model BDVE3100 due to service delay. The customer already accepted the offer and the replacement order has been processed.

If you have questions or require additional information,

please feel free to contact me at ###-###-####.

Review: I purchased a pair of sony MDR-XB60EX during April of last year. I decided to purchase an extended warranty for 2 years with accident protection. After less than a few months the headphones broke. I was very busy with school at the time and did not get to claiming the warranty right away as I knew I had time. In march of this year, I finally decided to call and take care of this. I called Sony customer support and ended up being given a claim # and told I would a receive a call back later. I never got that call back, but since I was very busy, I never got around to calling back to see what happens. August I called again and talked to customer support. They were no help and I could barely understand the people I was talking to. I then decided to post on the customer relations forum and got a response. I finally got a response, and ended up arranging a call from there customer support. After the call I was given a new contact number and claim number. I was told that I would have to ship my items to a repair center and they would be fixed and shipped back. I was told I should receive a [redacted] label in my email within 2 days. I never received the shipping label.Desired Settlement: I am asking that Sony replace my Headphones with the same or better model or repair the headphones.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Stereo Headphones model MDRXB60EX/GLD.

Sony contacted the customer already, unfortunately we were not able to speak with him directly. Sony already offered him an exchange to be process to honor his warranty. To complete this he will need to communicate with us, since he was not able to received the shipping label thru his email address. We will be more than happy to assist him.

He may reach us at:

or

please provide reference # [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:

I will not mark my complaint resolved until Sony has successfully repaired the headphones and fulfilled the warranty. Once I receive them back repaired, I will mark this as resolved.

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 MDRXB60EX/GLD Headphones. We already emailed the customer a prepaid shipping label to send the unit to the exchange facility and it shows that the unit is already in transit. As soon as the exchange facility receives the unit, they will process the replacement under the customer's extended warranty. If you have any questions or require additional information, please feel free to contact me at [redacted].

Review: Required FieldWe purchased a brand new t.v. from [redacted] July **, 2014. We neede to get the t.v. in order for the cabinet maker to measure and build our entertainment unit around it. The cabinets took 2 months to build. When they installed the cabinet, they set up the t.v. As soon as they did , we noticed an issue with the t.v. There was a shadow on the t.v. that had a criss cross pattern. I called went online and contacted the support unit that walks you through online techniques to fix the problem. It didn't work. I then called Sony for support. They had me go through a diagnostic on the t.v. and look at some pictures. The t.v. appeared clear, and they said it was probably the cable box. I was relieved and figured I just had to replace the cable box. We had the geek squad come out to help us hook up some other things and they looked at the t.v. and said it wasn't the cable box, it was the t.v. itself. It was a manufacturing issue. They pointed out that the criss cross pattern was not the only thing wrong. There were a couple of marks on the t.v. and there was a ripple at the bottom of the t.v. [redacted] has a policy that they would not let us return the t.v. if it had been over 15 days since the purchase, and it obviously had been. We went over there and talked to the [redacted] and he said we couldn't return it there because we did not purchase the geek protection. We did not realize we should have purchased it, and it was to late.

This happened Wed. Sept. [redacted]. When we returned home I called the customer Support number on my manual. I was on the phone for a long period of time with a representative. He said he needed to research the problem and I waited in silence for about 15 minutes, I asked if he was still there and he assured me he was. A few minutes later I heard the dial tone. I called back and the toll free number was not working so I called a 239 number the recording gave me. I got a female representative at that time and went over the whole thing with her again. She assigned me a number, [redacted], and told me to hold on while she transferred me to someone else who had to do some paperwork with me. The line went dead again.

I called back and begged the person not to cut me off. He told me to e-mail pictures of the problem along with my receipt. he said I would hear back from them within 24 hours. sent it to [redacted] as I was told but did not hear back the next day. I resent it,asking them to assure me they received it. I called Thursday, Sept. [redacted], after the 24 hours was up to find out the status. The rep. said that that they were probably evaluating the situation and to be patient and he noted that I called. I called back Friday, Sept. [redacted], p.m. and the rep., [redacted], said that he would put a priority on it.He said it had not as yet been updated. He then told me it takes 1-3 business days. I waited and called back Sept. [redacted], Friday, to ask what has happened. [redacted] told me he would assign it to a tech. and they should call me on Monday. He said he assigned it as critical. I called again on Wed., Sept. [redacted], to find out what happened, and the rep. [redacted] told me it has been assigned to be repaired and that it usually takes 4-7 business days before they call me. I asked him where I could complain about this situation. He gave me an e-mail address to send it to, [redacted]. I did and the sight said they would get back to me concerning my complaint the next day. Never did. I then went on another sony website and there was a place to file a complaint. I did that and they asked for my e-mail address. I gave it to them and they said they would get back to me through e-mail and they never have .

We waited the 4-7 business days anf they still have not called. I called the next day, Wed. Oct. *, And asked a representative, [redacted], who was not in the U.S., And she said that she would put a high priority on it.I asked her if there was someone I could call at the repair center and she said she didn't have a number, they just sent the complaint through a toolbar they have on their computer..

I went online and found a number for a local repair center. I called that and they referred me back to the same number I have been calling all along. I then callled another number I found online and complained and they said they would connect me with the repair center. I was put on hold for over 1/2 hour until my battery on my phone gave out.

My husband called a local S0ny store, located in [redacted], and asked for the [redacted] who was not there. He talked to [redacted], 10/*/14, who said she would send our problem to escalations and we should hear back from them within 3 days.So now we wait again!

We would have been willing to take the t.v. in somewhere to get it fixed or replaced.Desired Settlement: We are tired of waiting for results. We would like results as soon as possible! The Geek Squad has been on hold for the 3 1/2 weeks we have been waiting and we would like everything completed. We want the t.v. either repaired or replaced.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Bravia KDL48W600B. Sony was able to talk to the customer today, October *, 2014 and we discussed the reason why she did not get a phone call from us. We told her that issue is already being taken care of. She will get an email from us to inform her about the resolution once the pictures that she sent are already reviewed.

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 want to wait to accept their response until the problem is fixed. We have received this message from them previously while talking to their representatives. Their response when I spoke with them today was that someone would contact me via e-mail as to what they were going to do about the situation. I am not confident that this will happen per my experience with them so far. It has been a wait and see game for a month tomorrow. I am hoping for a resolution , but feel wary about accepting their response.[Your Answer Here]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Bravia KDL48W600B. Sony has contacted the customer today, 10/**/14 and we were able to speak to her. We advised her to resend the Bill of Sale of her unit and we were able to receive and validate the receipt. We then processed no–cost replacement of her TV and she should be getting it within the given time frame, depending on part availability. The case is considered resolved.

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

Review: Back in December, I was looking to purchase a desk top computer for my home. I went to Sony and saw the L series all in 1 computer. The price was a few hundred dollars more than expected so I told them. I was told by a manager that they would price match the $1500+ price down to the competitive 1249.00. Shortly after, before the computer arrived at my home, I was deployed and did not arrive back in the area until april . Around 4 months later and when I looked to see if the discount ever happend,I noticed that nothing was refunded in order to complete our deal. I called Sony to discuss the issue, and their management had told me that they could not do anything about the matter because it had been over 30 days since the purchase. The face is simple... if they would have done what they said originally to make the purchase, then we would not be here. Horrible customer service while handling ordeal also. I will never shop with Sony ever again. I cannot believe in a company who feels that they can lie in order to make a sale, and on top of that; take advantage of their counties military men and women who leave in order to serve their country.Desired Settlement: Price of computer was $1526.39. The Price match is 1249.99... A price that is located on a store with [redacted]. I was promised this price, and I will feel taken advantaged of until I am given this promise. I require a refund of $276.50...

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about billing issues. We called customer on May **, 2014 and referred him to the Sony Store Department to directly discuss his situation as they handle all sales-related issues.

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 told them to have that Department call me being that they were the ones to ignored me to begin with. They told me they could only give me the number. If I call them, then it is obvious that I would fed the same horrible response as before. I told them I was sorry to feel such negativity towards sony and then that was the end of it.

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his VAIO computer SVL24147CXB.

We spoke with the customer on July **, 2014 and [redacted] accepted Sony's offer to refund the price difference amounting to $141.60. The check was authorized on July **, 2014 and the customer should receive it within 4 to 6 weeks from that day.

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: My sister will be getting married on 6/*/2014 and I have agreed to be the official photographer for her wedding.

I have a Sony SLT-A99V camera (currently under warranty) which is experiencing an error with the SteadyShot. The warning message in the LCD screen have instructed that I sent it back for repair. Other than the loss of the SteadyShot function, the camera is usable.

I was on the fence about sending the camera body for repair because of the risk that it will not be performed in time for my sister's wedding. I called Sony customer support on 5/**/2014 to inquire about a loaner program and the CSR validated that it is possible to provide a loaner to me for this event while my camera is being repaired. I received a call back from "[redacted]"

whose phone number is ###-###-#### on 5/** and he assured me that he will submit my request for the loaner as soon an as I provide a tracking number. With that assurance, I Fedex the camera (tracking #[redacted]) to Sony's repair center in Laredo.

I called Sony support on 5/** and after being transferred through a number of people, the CSR said he will submit a request and someone from the Loaner department will get back to me in 1 business day. I have not heard back.Desired Settlement: Please repair my camera and have it in my hands by 6/*/2014 or provide a loaner.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Alpha SLTA99V. We contacted this customer on June **, 2014 to discuss this matter. Sony sent him a loaner unit on June **, 2014. The customer's unit has been repaired at Sony Repair Facility and it will be returned back to the customer via Fedex Tracking [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: I've purchased a SONY TV on 3/**/14 the unit is in warranty. I contacted sony to resolve the issue. They called and gave me a confirmation number then asked for my credit card. I said why do you need it. It's in warranty your not charging me for the tv or shipping it makes no sense. Then I was told that it was incase what was wrong with my tv wasn't a fault of the tv. It was sony that said they wanted to change out my tv not me. I could care less if they repaired it. But because they choose not to send out a certified repair person which states in my warranty they will do in home. Now they are saying that if they determine its not the tv's fault I'm going to have to pay for it. What if I don't want another sony product after this! I just makes no sense to have their procedure this way. My warranty intructions when I purchased the tv states nothing about this kind of procedure. I was also told to start with it would be 4 to 5 days now because of this it's going to be 4 to 5 weeks. I'm also contacting the Attorney General's office about this because I don't believe people should have to deal with this kind of treatment. I would really think that a large company like sony would understand customer service. You can't even call and talk to anyone it's all done on computer. I think that's sad!Desired Settlement: I want my TV taken care of in a timely matter. I want the service that I deserve as a customer. I don't want to give a credit card for something that's not in as part of warranty procedure according to owners manual. I want them to change their policy.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television model KDL70R550A.Sony has already contacted the customer and we have explained why Sony has this certain policy. We also understood customer point of view and handled his issue without his credit card information as he required.Sincerely, [redacted]

Review: I received a Sony receiver for Christmas. After registering the product through their website, a requirement to get any of the online stuff to work on the receiver, the online options still failed to work. I could not find any helpful information through their website so I called the number. I was told a technical support person will contact me in 2 to 3 business days. That is not my idea of good customer service. They will contact me when its convenient for them; meanwhile, I have to work, so they might just call while I am at work forcing me to call them back again. Let's just play phone tag until its convenient for both of us and by that time the unit may be obsolete. I should have asked for a Samsung or an LG. Maybe when I return this Sony unit to the store due to poor customer service, my new Samsung or LG Customer service will be better.Desired Settlement: Hopefully a call back from customer service before I return this unit to the store it was purchased from

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about her Sony STRDN1050. We already communicated with the customer thru her email address [redacted]. We advised the customer that we already made an alert to one of our product specialist to call her within the next 24 to 48 business hours. We also provided her 2 reference numbers [redacted] and [redacted]. We would also monitor this case for the customer.Sincerely,[redacted]

Review: I have been having issues with Sony in general for a while regarding their TVs. this started a little over 2 years ago when I decided to have a TV sent in for service. they told me that the TV was no longer being produced and that I would be receiving an upgrade. I said OK and then I waited for [redacted] to deliver it. when I received the first model it worked fine for a while until I was prompted to update it. the update went smoothly until it finished. it was then that I discovered that volume would no longer work on my TV at all. again I called Sony and explained to them what was going on. they told me that it was something that I did and that they would help me. so after trouble shooting I was told that they would sent out another model. when the new model arrived their was a permanent hand print on the screen, again I called and again they sent out another. for the next 6 months I started receiving TVs damaged in shipping. the next one would not turn one followed by the one after that missing the left speaker. then a cracked screen followed by a model that had sand * yes sand* inside of the box. finally after the next 3 models arrived I caved when they said that they would buy it back in the form of a Sony gift card. I was new to this concept and I said OK fine I will try it. this process took 13 weeks and after chasing them down I finally got the gift card and was ready to order another TV from their store over the phone. I ordered a kdl46ex620 from them and they sent me a different model. when I received the TV and found out that it was not what I ordered I had called them and told them that this wasn't what I ordered. they told me that their was nothing that they could do. this was unacceptable to me and I started to argue with them over the following 4 months about how they messed up my order and that I just wanted what I had ordered. finally they said that the model was retired and that the woman that had sold me to TV over the phone had been let go. so they "upgraded" me again and started to ship me TVs from their [redacted]. the additional TVs that they shipped me had cracks in the back and one instance I documented one that had not been fully assembled. the shipping crew documented these but when I refused to receive them based on the damages that they had when we took them out of the box they refused to take it back and just left it here with me. not even giving me the option to sign for the unit before running over one of the fruit trees in my front yard. finally I have the kdl55w900a and these are known by to community to have DSE on the panels . when I received this model from them they advised me that this model has a 1 year warranty and they suggested that I buy a 5 years extended service plan from them for 250 USD I said OK fine and paid for the plan. the screen on the tv that I have now has a contaminant on the inside as the technician over the phone was nice enough to explain to me but after sending 2 techs to my house to look at it. both were the same guy and both did not finish the service call. I have been having to chase Sony down for the past 4 months just to find out where the replacement screen for my TV is at. excuse after excuse rolled in. first it was sorry we have no updates or we have no record of them going out. then they asked for photos of the issue and when I told them that I did not have a camera they tried to sell me one instead of helping me with this issue. time after time they wanted to do a swap and I said that I really would just like to have the screen replaced after all its why I purchased the extended service plan. just for events like this. the last call that I placed to general support revealed that they do not fix this rather they just replace them. finally I called national consumer relations and the first fella that I talked to tried to stone wall me saying the the unit could not be repaired and that I would be receiving no help. I told him that I would like to just get the screen replaced saying that the tech that came out said that the screen was dirty and had stress marks from poor quality control and that it needed to be replaced. I also brought up that the tech said that this was a common issue and that he was seeing this a lot and suggested that I go to Samsung. the man on the other end of the phone was no help at all insisting that it was again not able to be repaired. so I asked for someone else that could help me and he grunted and transferred me to someone else. the next man that I talked to told me that the unit was able to be repaired but told me that I was a bad customer and that upper management cut my warranty even tho I has paid for an extra 5 years. he also stated that I would be getting no further help from them and also said that they wish I would go to another company. I was god smacked at what I was hearing from this man over the phone. I asked for his supervisor but I got no response. I asked again and he said that the supervisor had better things to do then to deal with me and that I was not going to get any help from them either. the rep told me not to not call them back unless im interested in a buyback from them and he hung up on me. a few days later a was refunded the money that I had paid for the extended warranty but the issue still persists. a dirty panel that has discolored clouds all over it. they did not honor the contract that they gave me for the extended service plan nor are they honoring the base warranty for the TV. the TV is less then 6 months old and stays in a very clean environment with no kids or anything else that can damage it the model number is kdl55w900a and the serial is 6016205.Desired Settlement: I would just like to get this repaired. I do not want any upgrades, swaps or anything like that I just want a simple repair for an issue that's running rampant. I just want to get a TV and keep it for the next few years without issue. if I cannot get this resolved I have plans to go to the attorney general.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Sony Television KDL55W900A. We spoke with the customer yesterday, June **, 2014 and explained that Sony can offer him prorated amount amounting to $729.37 in form of check.

The customer refused because he wants the unit serviced. We already have his tv checked by our Sony Authorized Service Center - HDRepair.com Corporation and determined that there was no problem found on the unit. According to the findings of our technician, the customer's unit is operating normally and within specifications.

Sony records show that the customer's original unit, KDL46EX645, was received as a prize in a raffle on December **, 2012. That original unit had an issued. Despite the fact that the customer failed to provide a proof of purchase or any document showing that it was received as a prize, Sony still provided him replacement unit at no cost. We processed sending customer several replacements because the customer was never satisfied with the replacement/upgrade units that he received. Due to multiple exchange processes done for this customer, Sony has decided to give him a SonyStore Gift Card amounting to $1050 on February **, 2013. This giftcard was used towards the purchase of his new tv.

Due to multiple exchanges done for this customer and considering that the customer's existing unit has been diagnosed as "No Problem/Fault Found" by our authorized technician, the only way we can close this issue is to offer him a prorated buyback. The prorated buyback was based on the amount of giftcard which we also provided.

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

Consumer

Response:

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

the statement sent by the company is inaccurate. the model that I first started off with we the kdl46ex520. I still have the box for this TV as well as almost all of the other boxes that the TVs that they had shipped over to me. this mounts to 12 sets not counting the other 6 that [redacted] used to pack up the other models. while it is true that they have shipped many sets to me it is not a cut and dry case of me not liking the TVs that they sent me. its a case of the TVs that that send me are often damaged for sets that had "factory certified new" on the side of the box. getting a TV that is damaged in shipping or not assembled is not acceptable by any standard anywhere. I have loved every TV that they have sent me I just wish that they would last or at least arrive in one piece. I cannot control what happens in shipping or at the [redacted] where these came from, they however as a company can. I do not abuse these, if anything I like to baby my things to avoid situations like this. they did send a technician to my residence to look at the model that I have now but both times that he arrive the job was not completed. the first time that he came out I had to help him up to my door before noticing that he was mildly inebriated . my entire family witnessed this as I had to help him into my house while he had alcohol on his breath. as the appointment started he wandered around my house when I kept pointing him to the room that the TV was in but he kept telling me that he was fine while he yelled at my family and my dogs. when he finally got to the room with the TV he pulled out his camera and stated that he was going to take some pics. I was eager to help him along with the process and to get him out of my house as well but he started complaining that the batteries in his camera were dead after a few pics. he stood there and looked at the screen before saying that he saw what I was talking about. he said that he would be in touch and left my house leaving his glasses behind on the chair. I called the number on his phone but no answer. I placed a call to Sony to lodge a complaint about HD repairs and the behavior of the tech that came out and it went unheard. that night I received 3 calls from the tech at 11 pm asking if I had his glasses I said that I did and that he could pick them up during the day if I was home. the following day I did not hear from him the entire day. I shrugged it off as him being busy. he showed up at my house at 10:30 at night. no call, no warning at all, no nothing and demanded that I give him his glasses back. I said that I was waiting for him and the snatched the glasses from my hand and left my premises running over one of my trees in the process. again I called Sony and again the dispute was "lost". weeks passed and I heard nothing so I called them again and they wanted to send another tech out because they could not find the results from the first time so I agreed to do so. a week later he shows up again this time he was sober. this time again we go to the room and he looks and this time he shoots video as well. he tells me that he sees these black clouds on the screen and also tells me that this is called "mura" you may find more info on it here [redacted] . the mura that this TV has is called banding mura and he told me that this is becoming a common this and that a little mura is OK but on a mass scale is a factory defect that needs to be repaired. he also noted a phenomenon called DSE or Dirty Screen Effect and went of to explain that this is caused by contaminants in the screen and again it should not be hard to replace the screen. o was overjoyed at the news and I waited for a final resolution. weeks again passed and when I called this time they offered no repair or anything of the sort just a mob style tactic of stating that they want to buy it back and that is was "my final offer". so I rejected it and filed a complaint here. they called again the other day and tried to force the buy back again but I told them that it was not welcomed the first time and its not welcomed now. I use this TV for work and im not willing to be fired over this. I have tried to work with you guys every step of the way.

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

thank you for your time,

Business

Response:

Thank you for your response. We have been trying to get in touch again with this [redacted] regarding his Sony Television KDL55W900A since June **, 2014 regarding his buyback option. We sent him a Contact-Us email on July **, 2014. Sony has not heard from the customer to date.

Sony's response and option has not changed since our original response. Due to multiple exchanges done for this customer and considering that the customers existing unit has been diagnosed as "No Problem/Fault Found" by our authorized technician, the only way we can close this issue is to offer him a prorated buyback. Sony can offer him prorated amount amounting to $729.37 in form of check.

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:

again the statement is inaccurate, I returned their call on the [redacted] of July at 1:12 and the representative that I talked to was "[redacted]" and again I was offered the buyback and again I said no. the issue that the customer is trying to get away from should never be apart of the final solution. its pretty apparent that the last letter was not read at all because the grievances that I listed raised no red flags. again you say they found nothing but the question that I ask is how can a tech correctly diagnose a TV when he cant even show up sober? this is mostly a common sense issue. come on customers shouldn't be treated like this ever. I have been a customer for well over 30 years and I don't remember service being this bad. a buyout IS NOT AN OPTION for running away from responsibility as a manufacturer. if a buyout is the only thing that your going to attempt to feed me then please don't bother calling me. you have tried 4 times now and 4 times I have said no.

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

Sincerely,

Review: Here is the information the warranty claim I maid:Sony Event #: [redacted].Product: Sony SRS BTX500Purchase date: May ** 2014Purchase store: [redacted]Problem: on December 2014 the product stopped workingInitial call to Sony support: January * 2015Unit sent to Sony for repair/diagnosis: January ** 2015Current status: Still waiting for the replacement unit.These are the events that lead me to write this written complain:Call #1: After sending the unit for repair/diagnosis following Sony instructions and including proof of purchase ([redacted] invoice which is attached in this e-mail as again) [redacted] determined that he unit was not repairable and an exchange unit was required. I received a call from Sony Customer Service explaining that and offering a new model as the replacement unit as SRS BTX500 was not available anymore. I accepted the offer in that same call and I was told I would get the unit in 7 to 10 days.Call #2: Around ten days after that I called Sony Customer Service to follow up and I was informed that the unit was not shipped because apparently I had not approved the model replacement which was incorrect. I was told that the approval was entered in the system and I would get the unit in 7 to 10 days more and that I could back in couple of days to get a tracking number.Call #3: I called again a few days later, on[redacted] February and I was again told that the unit was not shipped and the system did not provide information about why. I was asked to call again the following week.Call #4: On [redacted] March I called again and I was told the unit was not shipped yet, that it was going to be shipped that day and that I should call in a few days to get a shipping tracking number.Call #5: Today,[redacted] March I called and again I was told the unit was not shipped because there was a problem with the courier. I was told the problem was going to be escalated again. No estimated resolution date was provided this time.After 5 calls to Sony Customer Support Service the replacement unit for the defective product I bought and which is still under warranty was not shipped. It's been 3 months since I sent the unit for repair following Sony instructions and I still have not received the replacement unit back.Every call gets handled by a different operator, all of them very nice but unable to solve the problem. Therefore, I requested to talk to their managers but I was told that is not possible and the only thing that they can provide is this e-mail address: [redacted]This is unacceptable in all terms

Product_Or_Service: Wireless Speaker

Order_Number: [redacted] Account_Number: [redacted]-Desired Settlement: DesiredSettlementID: Other (requires explanation)

Sony need to replace the defective product as soon as possible, apologize for the delay for handling the issue and compensate me for not letting me enjoy the product for the time the handling took (so far 3 months).

Consumer

Response:

While this complaint was filed and handled by Revdex.com I received a message from Sony Corporation with a [redacted] tracking number so the problem seems to be solved.Thanks for your support on this.

Sincerely,

Review: On 8-*-13 my Sony laptop computer was in need of repair. I found a Sony repair hotline on the Sony website. The technician I spoke with offered to do an over-the-phone diagnostic for $49.99. He explained that although the charge was non-refundable, it could be applied as a credit toward the cost of repair if he determined that the computer needed to be shipped to their repair center in Laredo, TX. The over-the-phone diagnostic was unsuccessful. I was quoted a price of $299.99, to include parts, labor, shipping, and taxes, if I wanted to ship my computer to the Laredo repair center. With the $49.99 credit the total quote was $250.00. I agreed to this and shipped my computer to Laredo on 8-**-13. On 8-**-13 I received an email from the Sony repair center that included a phone number for me to call to discuss my repair. I called that number on 8-**-13. The person I reached let me know that they would no longer honor the quote from 8-*-13 of 299.99 and that the quote had been revised to $2,281.01. I was told that if I refused the new quote I would not be charged for any of the services so far, to include the 49.99 fee. I spent the following four hours speaking to no fewer than seven customer service representatives trying to find someone who would honor the quote from 8-*-13, but I was unsuccessful. The last agent I spoke with was [redacted] (Employee# [redacted]). He informed me that if I would not accept the new quote, they would ship the unrepaired computer back to me and they would ensure that I was not charged for anything, including the $49.99 phone diagnostic fee. I now suspect that [redacted] told me that the $49.99 fee would be refunded simply to get me off the phone, and that he had no actual intention on following through with the refund. I received my unrepaired computer one week later. On 10-*-13, six weeks after I refused the new quote and cancelled the repair order, the charge still stands with no credit from Sony according to my credit card statement. I called Sony at ###-###-#### on 10-*-13. The call was escalated to [redacted] (Employee#[redacted]) in the National Customer Relations dept. According to [redacted] worked in the Laredo repair center and was not authorized to issue a refund of the $49.99 charge. I feel that Sony should not expect a customer to know who is and who is not authorized to issue refunds, or to know the ins and outs of the hierarchy within the Sony repair call center. To summarize, I believe that Sony acted on bad faith twice in handling me as a customer: 1) Initially quoting me an all-inclusive price of $299.99 for the initial repair, revising the quote to $2,281.01, and refusing to honor the initial quote. 2) Telling me that refusing the new quote would result in the $49.99 being refunded to me, then refusing to do so.Desired Settlement: I would like Sony to refund the $49.99 charge to my credit card. On 10-*-13 I filed a dispute with my credit card issuer (Capital One), and they have informed me that my dispute will be processed in 7-10 business days. I'd also like other consumers to know that Sony repair is capable of acting on bad faith and it actually cost me $49.99 when I refused to pay them over $2,000 more than I agreed to over the phone.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony tech support charge. Sony has contacted [redacted] and advised him that the charge for $49.99 will be credited back to his card. We advised him to allow one business cycle for the credit to go through.

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. In addition, I hope that this case serves as a warning to consumers that Sony may not listen to customer complaints unless the customer asks the Revdex.com to mediate. I appreciate the Revdex.com's efforts in this matter.

Sincerely,