Sony Corporation of America

Review: I would like to complain about the excessive delay Sony Laredo Logistics Center is taking in repairing my Sony cell phone. As of today, it has been at their facilities for 26 business days.

Sony Laredo Logistics Center

Suite [redacted] I sent my phone (still under its one-year warranty) to be repaired last October. From the [redacted] Tracking system, I can see that the phone was received at Sony Laredo Logistics Center by [redacted] on Friday, October **, 2014 at 9:43 a.m.

While I did receive an email message (prior to sending my phone) noting that "[a] working phone should be returned to you approximately 14 business days after receipt at our facility. Please note that this is an estimate, and availability of parts can make it take longer to service your phone", I deem this 26 business-day wait as excessive. It basically amounts to double the suggested wait time.

I should also note that I have called Sony Customer Service at [redacted] four times now. Last time I talked to a representative (Friday, November **, 2014), I was told that a [redacted] Tracking shipping label (the number is [redacted], this is the link [redacted]) had been created for my phone to be sent back to me. However, as of today (December *) the phone is still at the Sony Center.

As I have already mentioned, I have already called them four times and no clear indication still exists of when I will have my phone back.

Lastly, I should indicate that throughout all this wait I have not been contacted at any point by Sony Laredo Logistics Center. Clearly, a bad customer service practice that does not notify the customer of anything at all during the wait time. They are not reachable by phone and customers can only get in touch with a nationwide customer service station. The Sony Laredo Logistics Center should have a system to notify customers of the different stages during the wait time.

ThanksDesired Settlement: Considering that I have been without a phone since October ** (October ** since the phone arrived at the Sony facility), I am now having to pay for my phone monthly bill without having used it all for a month. I think, then, that it is fair to ask for a refund-check to cover my $51 bill.

Business

Response:

We are sorry for the delay in repairing and returning the customer’s phone to him. His phone was delivered to him on Dec [redacted]. We have offered the customer an SBH-50 Bluetooth stereo headset accessory as a concession for the delays.

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 regard to my complaint # [redacted], I would like to explain the following: 1. On December [redacted], I talked to [redacted], a Sony customer service supervisor. On behalf of the company, she offered me a Bluetooth headset instead of the $51 refund check I have requested I explained to [redacted] that I don't have a use for such device and repeated my request for the refund check. She agreed to inform the company about my request and get back in touch with me again. 2. On December [redacted] sent me an email stating the following: "Your request has been declined. We're not able to provide the refund that you requested.If you require more information, or have any other questions, please visit [redacted] or call us at ###-###-####." I am dissappointed that Sony cannot issue a refund check. I believe I have the right to ask for a refund check instead of having to accept their own terms. Having said that, I don't intend to waste more time and energy dealing with this issue and I would thus accept the device the company wants to give me instead of the check. I wonder if you could call me at ###-###-#### to further discuss this case. Thank you very much, [redacted]

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Dear [redacted], I would like to let you know that I have just received the device Sony offered as a concession for the delay with my phone. So the case can be officially closed now. Thank you for all your help in this matter. Best, [redacted]

Review: On January [redacted] 2008 My husband and I purchased a 52" Sony TV model # KDL-52W3000. We paid $2,755.99 for the TV. In January 2009 we had an issue and Sony sent out a repair man and they replaced the whole screen and inside of the TV. Now it is 4 years later and the whole left side of the screen is not working. We called Sony 2 times and they had us reset the TV. It didn't help the issue. We still weren't able to see the whole left side. I read that they had a class action lawsuit against them for certain makes and models of their TV's. We have never moved so the TV has been in the same place it has always been. It never got bumped or knocked over. I can't see spending that much on a TV and having it not work after 4 years ( Since they replaced the whole inside of the TV after having it for a year.) They said the best they could do is give us a 15% discount on a new TV. I will never buy another Sony product after this incident and their lack of customer service on something we spent so much money on.Desired Settlement: I would like to see Sony take responsibility for their defective product. I don't have $2,755.99 just laying around. It took my husband and I a long time to save our money to buy a product that we THOUGHT was a good brand only to last us 4 years.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony SVE151290X. Sony has contacted the customer and offered the customer a exchange for a refurbished model at no charge. Sony will pick up the original unit.

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

Sincerely,

Consumer

Response:

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

We received the refurbished TV on Tuesday July [redacted]. When they delivered it they did a great job setting it up and removing the old TV. We are very happy with the service that was provided. The ONLY issue we have is we got a 90 warrantee and we had read reviews about the new model and they have the same issues that we had with our previous TV and it was happening after 18 months. We asked if we could have a 2 year warrantee and they said they couldn't do that for us but said we could buy a 2 year warrantee for around $450. We declined that offer. Other than that we are pleased with the service that we received. We are a little upset that it was only resolved by contacting the Revdex.com and they wouldn't help us when we called customer service.

Sincerely,

Review: Computer was purchased with an extended warranty through sony corp. Unit is out of the first year warranty and now within the extended warranty plan. This isn't our first failure with this product. We had additional complications which should be on record. The problem is we reported failure of hard drive on 6/8 a box was then being sent to us to return computer for repair. received box on 6/11 returned box with computer on 6/12. Box was received in Kentucky friday morning 6/14. I called the following Tuesday the 18th for an update. I was told they had to put a request in since it wasn't showing anything in the system yet or that they had received it. Per tracking info it was received. They said call back tomorrow. I called on Wednesday the 19th to be told that oh you need to wait 24 hrs and I was a couple hrs early that I should call after 5pm or should wait at least 48 hrs. I call after 5pm and get told that there isn't any new information so they put another request into the repair center. on the 20th I called mid day to find out that they just put into the system that they now received the computer on the 20th. I asked why the delay they said they are behind on the computers for repairs. I asked for a call back. I get a call that evening and told to wait 4 business days they should have an update as to what needs to be done. Today being 4 business days the new information is they just put it into diagnostics. So they have had the computer since the 14th and they are now just getting to it. Competition for Sony does this stuff within 48 hrs. I am not getting much help through sony. At this point I am never going to buy another sony product. At least this time I am not getting other persons computers shipped to me in error.Desired Settlement: I want my computer sent back right away. Going on 3 weeks since it was returned for repair. Perhaps I should get a refund on the extended warranty protection due to these headaches.

Business

Response:

July 2st, 2013

Dispute Resolution Services

Revdex.com

30 East 33rd St – 12th Fl

New York, NY 10016

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 Product. Sony has contacted the customer and the customer is under an extended warranty through Service net not Sony, also the repair was done by best buy not Sony. Sony has sent this customer a set of recovery discs at no charge as a onetime accommodation to try and assist the customer to resolve this issue.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Business

Response:

July 29th, 2013

Dispute Resolution Services

Revdex.com

30 East 33rd St – 12th Fl

New York, NY 10016

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 Product. The customer has received the unit back from repair and Sony has sent a set of recovery discs at no charge. any issue with the repair should be addressed with the extended warranty company servicenet not Sony.

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]. Through a private email with Sony they have agreed to allow me to keep the recovery disks, and find that this resolution is satisfactory to me and the matter has been resolved. Any further issues will be directed through the Sony extended care plan center. Should more issues arise Revdex.com and Sony Care will be notified again.

Sincerely,

Review: A couple of months ago I purchased a Sony Xperia Z1s smartphone for 650 dollars through T-mobile. A month after purchase the phone began shutting down and rebooting one day inhibiting me from shutting the device down. The phone overheated reaching a temperatures so hot that they cracked the screen and caused the back of the phone, which is held in by an adhesive, to fall off when I removed it from the protective case that I had purchased to guard against dropping, etc;. The phone would not cut off and the tape securing the battery was bubbling up from the heat so I put the phone in front of a cooling fan to minimize damage after the screen began to crack. The phone was looked at by a T mobile technician and he claimed that, "this doesn't appear to be damage from an impact, and it (the phone) should never reach temperatures that hot. We charged the phone for short period in the store and witnessed the same defect boot mode and rise in temperature until the phone shut down after the small trickle charge was used up. I called Sony this same day and they told me to send it in using my own funds and get insurance and tracking, I did so and used USPS and wrapped the phone with the back affixed to the envelope so as not to cause further issues in shipping. I contacted the company once to see if it was in the system because the tracking from USPS said it had arrived in the [redacted] repair facility. The rep informed me that it would take several days to process in the system, so I waited patiently. Three weeks later my fiance called me and said my phone had arrived. She read the letter to me over the phone that was attached to the box and it said, "due to user tampering the warranty is void." I called the Sony customer service line and tried to get an explanation and the whole time the rep and subsequent [redacted] I talked to said I had, "taken the back cover off which voided the warranty." I continually told them that the back fell off after I removed my protective case because the battery was approaching the temperature of lava. They could not understand this. I asked them how they removed the backs from their phones. They ([redacted] and [redacted] in customer care facility {which I believe is in the Bahamas}) said that I was asking for "classified" information. I mentioned that there were no tool marks or cracks in the case where I would've tried to get into the phone even if I would do such a preposterous thing! I then watched, on you tube and several other Sony sites, several different videos of Sony techs using hair dryers to cause the back to fall off so they could gain access to internal components. When I confronted them with this they said they had "escalated" my claim and someone would be calling me back within 24-48 business hours. This never occurred. I arrived home and opened the box and the phones left battery terminal was broken off and there were pictures in the packaging showing this as well. I plugged it up and it would not charge or do anything now. I know this damage could not have occurred during shipping because of the way I packaged the defective phone. I called back immediately and reported this Extra damage that was not there before nor was it discussed or mentioned by the [redacted], reps or me as an issue. Just the screen being cracked, the boot problem and the back of the phone falling off. I made several attempts to get a status on my claim through several different roads with no success and nothing but unsatisfactory customer care and careless staff. I was once even told to, "call back after 2 pm Caribbean time because that's when the [redacted] handling your case starts his shift." I did not get a call back until after I emailed several executives at Sony explaining my problem. Then a [redacted] named [redacted] called me and said that I took the back off and explained that he had never heard of me until he went to the corporate meeting he just left. I told him how rude and condescending [redacted] was, (the [redacted] I had been talking to previously who yelled at me and explained to me that he was a tech and I was just the customer. ) [redacted] said the same thing. That I took the back off. I called back several times before [redacted] called, each time mentioning the excess damage that was done by whomever opened the package at the [redacted] facility. Every time I called Sony after the first time I mentioned this I asked the rep to read me the notes on my case. Every single time except the last I insisted that they note that I disputed that damage being there when I sent the phone out and explained how it was packaged and impossible for any sort of impact to affect only the left terminal of the battery and cause the phone to become completely inoperable (it was inoperable before, but would hold a charge and come on.) I received a letter today saying they reviewed the case and consider the matter closed. I recently took to forums to see what I could find out about this and overheating has apparently been a problem with the Z1S. I also found many more people, some even more frustrated than I was, with Sony not holding true to the manufacturers warranty. Everything from projectors to PlayStation's were handled by the same people I had talked with and all went to the same [redacted] facility for repair. There were also claims on the forum like mine where the facility had just broken one more little thing to use the "voided warranty" escape door.

Bottom Line: Sony broke my Xperia Z1S at the [redacted] facility and is not taking responsibility for the repair of my month old phone and is engaged in bad business practices and poor, unreliable customer service. My phone was defective. They did not replace/repair the phone as they should under the specifications and guidelines I agreed to in the warranty that I saw when I purchased the phone. Furthermore, they have committed fraudulence and non disclosure in not maintaining contact within the specified time frame and broke my 650 dollar phone to get out of the warranty contract we agreed upon. Please Help!Desired Settlement: I desire just what I wanted in the first place, To have my phone either repaired or replaced under the specific conditions of the warranty and for false claims of tampering to stop being made about me. If Sony does not commit to these simple and valid request I would like a refund for the full amount of the phone so I can purchase a Galaxy by Samsung for the same price. They seem not to care about losing customers as I have seen and experienced, but they should not be able to get away with false statements and and misleading product information. (i.e. The warranty given me upon purchase.) Your help in this matter would be greatly appreciated!

Business

Response:

The consumer sent his Xperia Z1s ([redacted]) to our repair center us for evaluation under [redacted].

After evaluating his phone, our repair center found damage due to physical tampering. Per the Sony Mobile warranty, “This warranty does not cover Product failures caused by installations, modifications, or repair or opening of the Product performed by a non-Sony authorized person.”

The warranty on his phone is void and will neither be repaired nor replaced.

We consider this matter closed.

Sincerely,

Sony Xperia Customer Services

Consumer

Response:

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

The phone was not damaged by "user tampering" as stated in the original complaint. The damage (i.e. The back of the phone falling off, the screen cracking due to overheating and the phone going into constant reboot mode and gaining temperature) were all initially reported by me to the Sony customer care dept. and I was directed to send the phone in for repair. I received no correspondence (from Sony) until the arrival of the phone at my home and with MORE damage than the device initially had (i.e. the left battery terminal had been broken off.) I never reported this damage. Sony did not cite this as the reason for sending the unit back still in disrepair. When I called and asked the [redacted], assigned my case after it was escalated (after talking to several Sony reps and sitting on hold for a grand total of hours) he said the reason behind the user tampering was that 'I had taken the back off.' I explained to him that this was false and was a result of the temperature heating up to the point of the glue holding the back on coming unglued and becoming sticky. I tried to cool the unit down for fear the battery would explode as I have seen cases online of phones that do. The device continued heating up and cracking the screen which was not disputed or mentioned at all in any correspondence as an issue of user tampering. There are no pry marks on the back of the phone and no way I would've entered the phone in this way. The phone discharge from a full charge right before the malfunction in about an hour of rebooting and the back falling off and the screen cracking. The display was visible the entire time, showing the reboot screen with the Xperia logo and then going to black. The tech and I recharged the unit so he could witness the problem first hand. The unit was trickle charged so that we could attempt to cut it on. It came on and would not cut back off and the charge quickly ran dry. The unit did get hot again. The unit was returned to me with a broken battery terminal which was not present when I sent this item to the [redacted] repair facility, nor was it mentioned as a 'user tampering' issue. As a this damage was very obvious I called and confronted [redacted] and [redacted] called me) and asked why they had not mentioned it before and that I emphatically denied that the damage was caused by me and don't know how it could have happened during shipping because the back was held in place in the extra packaging and the box was not damaged and there was no way the device could have been damaged internally without being taken out of the package. As for the back coming off due to overheating. This is what they still maintains voided the warranty. I asked the techs and the [redacted] how they got the back off. [redacted] said that he was a tech and this was classified information. I watched several videos of Sony techs unveiling this product on their own site and others taken the backs off of the Xperia Z1s with hairdryers (applying heat to open the device). As for the battery terminal damage which was not discovered until after I arrived home (my fiance read me the letter on the way home from work and I immediately called them from the road). This damage was NOT there when I shipped the device and I maintain this. I have been on several Sony customer relations sites and seen that I am not the only one whom has complained about the [redacted] facility damaging or otherwise engaging in poor businesslike behavior resulting in cost to the consumer. The number two most popular topic on the Sony customer relations site on Sony's forum is "[redacted]" which leads to complaints about damaging other products for the same intents and purposes it seems and many mention a class action lawsuit. My next step if this can't be resolved is contacting the Attorney Generals office and file a direct complaint with [redacted] Also, Sony will not call back the consumer when asked and has on one occasion asked ME to call back when the [redacted], at the Bahama facility's shift began. This is Sony's attempt to duck responsibility for a manufacturing issue and leaving me with the bill. All I want is what is fair. I did not tamper with the product as per the warranty describes and the unit was further damaged by the [redacted] facility.

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,

Sony psn network sold me and 1000's of people a game called WANDER that crashes every 5 - 10 mins and is so unplayable 100's of people have requested refunds. But sony will not refund any ones money and refuses to address this issue. I have been hung up on several times by customer service and cant get any higher then the supervisor. They refuse to connect me to any one or give me any contact information to address this to someone higher up.
DONT buy anything from their Digital Store.

Review: I was given a sony blue ray player as a gift. It broke well within the warranty period. They requested I send it back to them. Which I did. the service order number is noted below in one of the communications to them. the called and said it could not be repaired. on 09/** They offered me a new one for $127. I said yes and gave them my [redacted] card number. My OLD one was sent back to me. when I called to ask about the new one they had not record of my call about the replacement. I followed up with [redacted] and on 09/[redacted] indicated the 127 was "authorized" but never changed. Clearly a mistake on their end. now I have no DVD player, I paid for shipping, and their customer service dept is giving the the run around.

" I sent back a blue ray system about 8 weeks ago because it stopped working. It was practically new. The service order number was [redacted].

They called, and said it could not be repaired. Offered me a comparable system for $127 on 09/**. I gave them my [redacted] card number. A couple weeks later I received what I thought was a replacement, set it all up for an hour, and it was the original system! I called yesterday, and the person I spoke with said they have no record of me calling and accepting the replacement. I called [redacted] card, and a 127 dollar charge posted, and was authorized on 09/** for 127.00. the person I spoke with had NO record of this. I need this resolved quickly. It's been months since I've been able to watch a DVD/movie. I need a replacement system, and I need some kind of compensation for this huge waste of my time. My next stop is the Revdex.com"Desired Settlement: replacement unit

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony BDVN790W.

Sony has already contacted the customer, we have offered him a solution and the customer agreed. We are now in the process of completing this order.

Thank you,

Review: I am not filing a complaint against T-Mobile, but rather Sony, and I am seeking some form of remedy action for false advertising resulting and significant loss. The product in question, the Sony Xperia Z1s, is advertised quite prominently as a waterproof phone with an IP55 and IP58 rating. Provided all flaps on the side frames of the phone are tightly closed, the device is guaranteed protection from fresh water at depths of up to 1.5 meters for up to 30 minutes of use, with its standalone half-press-to-focus camera button, underwater videos and photos can be taken. Given the nature of how this phone is advertised it is reasonable to imagine a photographer purchasing this device for the sole purpose of underwater photography and film recording, but in my experience using this device for what it's supposedly capable of has only resulted in anguish, loss of significant funds, and the violation of expectations and trust between a consumer and the provider an high end premium product. Ensuring that I did indeed have each flap on the deviced closed as securely as possible, I proceeded to use the device underwater. water damage was later apparent on the screen and it ceased to properly function soon after. condensation was visible under the camera lens as well. the phone was returned to a repair center where it was inspected, then replaced. An Out-Of-Warranty fee was charged to my account in the amount of $150. This exact same thing happened to the replacement device months later and I am now faced again with that fee. At the repair center, liquid damage indicators (LDIs) are inspected. My argument is: Results of LDI tests should not be admissible as evidence against the consumer in the case of a defective waterproof device! Damage from liquid is why I needed it returned, of course it was present within! Consequences should fall on the party that falsely advertised a waterproof product, not that of the victim whom is at fault for nothing.

Product_Or_Service: Sony /C6916/Simple Choice Plan: Unlimited Talk + Text

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

The remedy I desire for satisfaction of the injured party is simple, then not so simple. The simple part being: Sony pays my current fee in the amount of $150 for the damages to the phone they have a guarantee is protected from such. The not so simple end is, as this incident occurred twice in my case, that a second refund of equal amount to the aforementioned be provided to me as that had already been processed on an earlier date. all info reg

Business

Response:

We are sorry to read that the customer has experienced issues with his Sony Xperia phone.

Our repair center does look at the LDI as the first step when investigating potential liquid damage. The next step is to test the water resistancy of the unit by placing a vacuum on the phone with all port covers properly closed. If the phone maintains the vacuum during the test, then there is no product defect with the phone.

For this case, the customer’s phone was tested by our repair center and found that it maintains a seal with all ports properly closed while under a vacuum indicating there was no break in the phone’s seals. The liquid damage the phone sustained was not a result of a product defect.

From the complaint it is not clear if the customer’s current phone is still in his possession. If it is, he may contact the Sony Xperia Contact Center to setup a warranty evaluation with our repair center.

The Sony Xperia Contact Center can be reached a[redacted] between 8am and 11pm EDT Mon-Sun.

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]

When returned to a repair center, they claim that they perform "vacuum test" that, when all flaps are closed, revealed that the seals are all properly closed and the phone is not defective. They insist that I, and many others are solely to blame and the flaps simply weren't properly closed. This exact thing has happened to me with 2 replacements of this phone, forcing me to pay an out-of-warranty fee through T-Mobile in the amount of $150 twice. Their claim, that I voided the warranty by abusing the device. I won't have this cooperation telling me and uncounted others that this is happening because of consumer irresponsibility.

I have contacted the Revdex.com with this complaint, which was forwarded to the Manhattan office, and Sony has contacted them persisting in their claim that their devices are not defective, and the consumers are solely to blame for a waterproof phone being damaged by water.

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

Sincerely,

Business

Response:

The phone was tested using our computerized water proof test. The phone passed that test. Therefore, the phone is considered customer abused and is not covered by warranty.

Sony Mobile Communications (USA) Inc. considers this matter closed and will not respond to further Revdex.com complaints from this consumer.

Review: I purchased a sony vaio laptop made to my specifications within the year and have had numerous problems with it for the same issue. I have had to have it erased 3 times now to try to fix the problem causing me a lot of problems at work. I have sent it back once only to get it back with the same problem. I purchased the highest internet service from my isp and even had a technician come out and test it. He came to the conclusion there is something wrong with my computer. all my other devices in my house are very fast and my computer is suppose to be of better quality. Now they are wanting me to return it so they can make me a new computer but will not warranty it when I get it to make sure it works. I spent a lot of money on this computer so it would be exactly what I paid for. It is not. I tried to call several times and ask for a supervisor to get the corporate address or answer my questions and they refuse me a supervisor, the corporate address or a corporate phone number and just hang up on me.Desired Settlement: I either want a full refund or a warranty on the new computer they're sending

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15A190X. Sony has contacted this customer before and has advised the customer that the computer must be sent back to our service center and be evaluated for an exchange. We called the customer today and gave her this same message. The customer declined to send the computer. Sony will not offer any assistance until the computer is sent to our service center.

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 have determined that my complaint has NOT been resolved because:

The statement made by Sony is a lie. I NEVER refused to have this unrepairable laptop exchanged for a new one. I was told initially to send it in to have it replaced as they have tried over and over to fix it with no success. I then received a box with a paper to fill out that said they were going to try to repair it yet again and that is not what I agreed to. I called back and the representative was rude and told me they would not exchange it and hung up on me. I will never buy from Sony again. These are people who are not in the US who could care less and are a reflection on SONY as a whole. I was contacted yesterday and was offered to have it REPLACED with a new one NOT repaired and I have agreed to it and sent it but I am worried they will send me the same one back. This is not the SONY I have bought from year after year.

[Your Answer Here]

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

Sincerely,

Consumer

Response:

I saw I have to respond within 7 days but they will not get me a replacement before then and I don't want my case closed until I see what they send me.

Review: My reference number with Sony is [redacted], I was told by Sony reps over the phone to email [redacted] to get help and I would have a response within 24/48 hours, also I was told I would get phone calls in the same 24/48 hours and never have.

A couple of weeks ago my Sony TV was turning off and on by itself, I called Sony tech support and after an hour and a half of trouble shooting the Sony tech determined my tv needed to be replaced, I said ok until he informed me Sony was replacing my tv with the same or comparable refurbished tv, I said no because I take very good care of everything I own and I didnt originally purchase a refurbished product, I didnt want somebody elses problems. The rep said my current extended warrantee is good until September of 2017, he said if I take the refurbished tv Sony will add 2 years to my current extended warrantee to make it good until Sept 2019, I said ok I will agree to that. The refurbished tv arrived without the 2 year additional warrantee added paperwork, I called Sony and told the rep what was going on, he said that the rep told me incorrectly and that my current extended warrantee was longer than 2 years so it would be fine, I told him thats not what I was told by the rep that determined my tv needed to be replaced and I only agreed to the refurbished tv because he said Sony was adding 2 years to my current extended warranty to extend it to Sept 2019. I only want what Sony offered. Everybody I speak with when I call Sony transfers me continuously, Im continuously told I will get a phone call or email within 24/48 hrs and I havent received one in 2 weeks. All reps say they dont have supervisors, im just being put off however Im not going to give up. I have been a great consumer of Sony for over 28 years..Desired Settlement: I just want what Sony offered to me in order to accept the refurbished tv, and add 2 extra years to my current extended warranty. Please and thank you

Consumer

Response:

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

Sony rep [redacted] called me just now and said that rep [redacted] was following old guide lines in extending my warranty for 2 additional years that I agreed to. This is what I agreed to and nothing else, I expect for Sony to stand up to what they offered me and only that. Therefore my extended warrantee should be till Sept 2019.

Sent from my iPhone

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 his Sony KDL55HX850.

Sony has contacted the customer already and we explained our warranty terms to him. The misunderstanding on the information provided to him by our representative have been explained. Sony warranties could only be extended only once which he already had. He already have a 5 Year Protection Plan, so we can no longer extend it to 7 years.

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony KDL55HX850.

As you have requested, we have taken another review of the information. Sony warranties could only be extended only once which he already had. He already have a 5 Year Protection Plan.

Our decision on this will never change and Sony considers this claim completed.

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I paid for the extended warranty when I purchased the tv, Sony never extended my warranty however Sony said when they replaced my tv with a refurbished tv they were extending my warranty to Sept 2019. That is there offer and I accepted it. I will not accept anything less. There is record within Sony that the rep said my warranty was being extended, that's Sonys offer, I accepted it now they have to stand behind what they offer. The rep that called me yesterday was telling me to call another phone number to discuss this, Sony has practiced putting me off an not responding to my emails this entire time until I contacted the Revdex.com for assistance. I will only accept what rep [redacted] told me I was getting with my warranty extension, his date extension was and is until Sept 2019.

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

Sincerely,

Review: I purchased a Sony VAIO Laptop on 4/**/14 as a a birthday gift for my sister. Around 7/** she starting having issues with the computer not booting correctly. The week of 8/**/14 the computer stop working properly at all, it kept saying it was trying to repair itself, so she brought it back to me to see if I could contact the manufacturer. I called Sony at ###-###-#### and was told to take the computer to [redacted] to see if they could see what the problem was. [redacted] contacted me and told me and told me that the computer had an operating system problem and needed a recovery media for windows 8. I contacted Sony on 8/**/14 and told them what [redacted] told me and [redacted] told me that I since it wasn't a hardware issue that I would need to purchase this disk. I explained to him that I would not purchase the disk since I only had the computer for 4 months and if they would not fix it all I needed was a letter from them and the warranty I purchased from the [redacted] would allow me to get them to fix it. [redacted] from Sony told me that they would not give me a letter. I explained to him that it was unfair to me if they were not going to fix it that someone at Sony should send me the letter so the [redacted] could fix it. After a while [redacted] came back on the phone and stated Sony would send the disk for repair and it should arrive in 7 days. On 8/**/14 [redacted] called me and told me to come pick up my computer and we called Sony to check on the status of the computer and was told that the disk would not be coming unless I paid for it. When I got home I contacted the [redacted] Service and they called Sony and spoke to [redacted] she told them that the disk had been sent out on 8/**/14 and I should receive it by 9/*/14. Needless to say it is now 9/*/14 and my computer is still not repaired and there is no disk in sight and the computer my sister was using to study for her certification is no good to her. Who is going to fix it? Reference number given [redacted].Desired Settlement: Repair product and extend warranty for the time I've spent in gas going to [redacted] and all the phone calls and emails I've had to make trying to get them to do the right thing.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding a Sony VAIO® Fit Laptop . Sony has tried to contact the customer left voicemail. Sony will honor the warranty for the computer, 1 year warranty for parts and labor from the purchase date. As of now an order for a recovery media disc have been processed, once she receives this the [redacted] from [redacted] would be able to help her fix the unit free of charge.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: We purchased a Sony Bravia Smart TV (Model Name KDL55 HX750, Serial # [redacted]) in October of 2012. Our TV shuts off after a few minutes and red light blinks 13 times. Initially called Sony's customer service rep who told us that the "engineers" were aware of this issue and were working on a "fix" and to keep checking back. After several weeks of doing this and getting the same story, we looked online to find that many others were experiencing same issue. Called back Sony. I was told that since the year warranty was up, there wasn't anything that they could do. They referred me to a Sony authorized repair shop, [redacted]'s TV on the Cape. We brought our TV there where it has been since approximately April **, 2015. [redacted]'s TV (###-###-####) who Sony referred us to, told us that he is unaware of what the problem is and the only thing he could do for us was order the "mother board," which may or may not correct the problem. We told him to go ahead (what choice do we have?) and upon checking back in after a week, he tells us that the part is back ordered, and he would call us when it comes in. He is not sure that this will correct the problem, he doesn't know what is wrong with the TV. Since the TV is only a few years old, Sony should stand behind their product. If so many others had the same issue with their TV, it is obviously defective. Sony should do right by their customers. We are extremely frustrated with the lack of Sony customer service and that we are still without a tv. We have been without a TV since April **, 2015 with no end in sight. Hope you can help. We believe we should be entitled to a repair, and if that's not possible, a replacement, and if that's not possible than a refund. Sony should stand behind their products.Desired Settlement: Sony should stand behind their product. We paid a considerable amount of money for a Smart TV that is expected to properly work for more than two and one half years. Inexcusable customer service (or lack thereof). To be referred to an authorized Sony repair and to have our TV sit there for almost two months is outrageous. If the problem can't be fixed and the tv can't be repaired, either give us our money back or send us a new tv. Thank you for your help.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55HX750. Sony has contacted the customer and apologized to her. The part is still in backorder. We have offered the customer a discount on a new purchase however the customer declined. Sony takes great pride in the workmanship and design of each of our products. A Limited Warranty was provided with the product that warrants against defects in material or workmanship for a designated period We apologized for the inconvenience this issue has caused the customer, however due to the fact that the unit is well out of warranty, Sony will not be able to honor the customer’s request. 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 asked that Sony repair my TV, just over 2 years old and they state they cannot. Issue not resolved. They say the part is back ordered. They state they have no idea when it will become available. My TV has been in a Sony authorized repair shop for over 2 months. The Sony Bravia Smart TV is just over 2 years old. I am filing this complaint because Sony should not be allowed to get away with these practices.Since they cannot repair it, and won't offer any help since the product is out of warranty, and they can't tell me when the back ordered part might become available, if ever, they should provide me with another tv, thereby replacing the defective product. They stated that I could receive a discount if I bought a new TV. Why would I buy another Sony product since clearly, judging by all the online submissions on the internet so many others are having similar problems. Sony's customer service is horrific. I would never want to purchase another product from them. That is not resolving the issue. Spending more money and buying another product is hardly my idea of a resolution. In any case, I asked what the discount would be. They could not give me that information. When I asked how I am supposed to make an informed decision if they can't give me any prices, I was told that they would have to see what was available and in stock. If this was a sincere resolution they were offering, shouldn't they know that information ahead of time before calling me? This is a clear indication of how Sony Customer Service operates. Stringing you along without any concrete information. They are just buying more time by telling me to send in my receipt and then they would get back to me. The product was registered with them at the time I filled out the warranty papers so they have all the information and should not be requiring anything further from me. In reading numerous other Online complaints, there are many other customers who were asked by Sony to send in their receipts and that someone would get back to them. Those customers are still waiting. I am not interested in buying another product. I spent a lot of money just a few years ago for a product that should last for years. I hope that enough people file complaints so that a class action suit will be initiated. This is unfair business practice and Sony should be stopped in their tracks. I hope that my complaint to the Revdex.com will help to accomplish this if they refuse and cannot repair my relatively new TV.

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:

Sony will not repair or replace my TV. Nor will they provide the part to have the TV repaired at my own expense at an authorized Sony TV repair shop. Further, Sony cannot give me any idea when the part will become available and the repair shop informs me that the part may not even resolve the problem. Therefore, I am still without a TV, with no end in sight. It has been in the repair shop since April **, 2015. Sony should not be allowed to sell TV's if replacement parts are not readily available. For me to spend over $1,500. on a TV that lasted only 2.5 years is bad enough. Their offer / resolution is for me to spend more money and buy a new TV and they will give me a 15% discount? Why would I, or anyone for that matter, buy a product from a company who does not stand behind their product? If Sony cannot provide the part so that I can attempt to fix the TV at my own expense, I should be offered a replacement or given my money back. I have researched the issue on the internet and have found many, many, other frustrated customers with the same problem. I compel the Revdex.com to take action and shut Sony TV sales down so that other unsuspecting customers like us are not taken advantage of by being duped into thinking they are buying a quality TV from a company who stands behind their product. Clearly this is not the case. This is bad business practice and something should be done about it to protect the American consumer. I would never buy another product from Sony and find their offer insulting. I will do everything that I can, on every forum and every website, on every level to let folks know they should be aware and not do business with Sony. I will urge them to also file complaints with the Revdex.com. I plan on contacting my congressman and senator, the U.S. Attorney General, Fox News, local news, and anyone who may be interested in investigating this claim. This constitutes a class action suit judging from of all the complaints. A company who cannot provide replacement parts for their products should not be allowed to sell them.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55HX750. Sony has contacted the customer regarding this issue. Sony will not be able to honor the customer’s request for a replacement since the unit is well out of warranty. Sony’s answer will not change in this regard.Sincerely,[redacted]

Review: I purchased a Sony television, and while still in it's warranty period the TV's picture started to become distorted (lines across the screen/white spots/blurred images). I contacted Sony on 12/** to discuss this was a representative and he had me troubleshoot the issue, concluded the television was defective and said he would send a refurbished model. I mentioned I did not want a refurbished model, and as the TV was still available, I thought it was only fair to provide me with a new model which is one of the resolutions outlined in the warranty. There was a lot of reluctance to provide me with a new replacement. I mentioned the reason I purchased the television was because it was supposed to be of superior quality, if I wanted a crappy TV I could have saved the money and purchased a cheaper television. The reason people pay a premium for these brand name TV's is when something goes wrong the company stands behind their product. I continued to contact Sony multiple times, each time the customer service representatives admitted the TV was defective, was within the warranty period, and had the option to provide a new TV but would not do it. Eventually the TV was taken off the website and when I called customer service, after an hour and a half long conversation they said they would provide me with a credit for the defective TV and replace it with a new model if I was willing to pay the difference. They did not offer to suggest a similar model and told me the burden of choosing the new TV would fall on me, and they would determine a credit value for the defective TV after I had selected a new one. I called back today and was interested in reaching a conclusion, and was told they could provide me with the same model which was recertified (again this is a model that has been put on display in a retail store and been repackaged), or they would offer me a 15% discount toward a different model - no credit. Futhermore, the customer service rep, [redacted], admitted this model was defective, and Sony has had issues with it in the past, but only offered to replace it with the same model. I feel as though these are all undesirable outcomes, no one is giving me consistent information and this warranty is basically useless.Desired Settlement: I would like to either get an exchange for the same or equivalent model - but a brand new model, not recertified or refurbished as this TV was purchased directly from the Sony online store and was new. If this is not possible, I would like to issued a full refund.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDL50EX645. Sony has contacted this

customer and offered a new TV at a discount or a refurbished TV at no charge.

The customer has declined these offers. Sony would not be able to meet this

customer’s request of a new TV at no charge.

If

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

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

Sincerely,

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

Review: In early November I contacted Sony to file a claim about my laptop being broken due to water damage. I had purchased the laptop extended warranty that the sales representative advised me would cover any and all damage to the laptop over the course of the three years that it covered. After sending in my laptop it took several weeks to find out that they were unable to repair the laptop and that they would need to send it to another department to have them determine if they would be replacing the laptop or giving me a refund for the laptop. This department determined that a settlement would have to be made for the laptop because they could not find a replacement that met all the same specks of the laptop I had purchased from them originally. They first offered me a buy out of 250.00 give or take some. I said that I would not be satisfied with that amount and what I had been told by the sales representative so they escalated the claim to another department. The gentleman I spoke with offered me the total amount of the laptop refunded and I was ok with this. I filled out the paperwork and faxed it to him as required for the buyout. A week or so later via email I asked him what was the status of my claim and he said that he had sent the information to the correct department when he received it and that from the day that I sent him the paperwork it should take two weeks. As of Monday the two week period had passed so I had been looking for a refund check in the mail so that I could go purchase a new laptop to use for school. I received an email today telling me that It was going to take another 6-8 weeks because another company had bought Sony and that their manual check processing was going to be revised. I feel that it is unacceptable that I have to wait an additional 6-8 weeks for my refund to be processed when I have already had to wait this long to be able to get a reasonable outcome. I don't see the point in paying for the warranty. If I have to wait the full 8 weeks it will be a total of 4 months that will have been used waiting for the refund or replacement. This to me is unacceptable,Desired Settlement: I would like not only the cost of my laptop in full (549.00) refunded but the cost of the warranty (300.00) as well since I am unable to get the refund or replacement in a timely manner.

Business

Response:

January

[redacted], 2014

Review: My phone is no longer operational. Upon the phone showing signs of malfunctioning I attempted to contact the company for service. I wrote an e-mail and called the company several times. It took nearly a week to finally talk to someone on the phone. I was instructed to send the phone to a designated address to have it looked at. During this phone call I tried to inquire about having to use my insurance policy if it was determined that damage was my fault. I recieved no information. I sent the phone with proof of insurance enclosed. A week later the phone was returned to me still broken and citing water damage. The phone is a Xperia Z, Model #C6602, the waterproof phone. At no point did I exceed or even come near testing the full capabilities described in the owner's manual. I attempted to contact the company about using my insurance policy however the number they provide is the same as their customer support. When I reach a representative the tell me they will transfer me to the insurance provider but instead they route me back through customer support. This issue has gone unresolved for nearly a month.Desired Settlement: I want the phone replaced and or upgraded to ensure that it will perform to the capabilities that the owner's manual states it can perform.

Business

Response:

The mention of the “insurance policy” indicates the phone was purchased through Sony Electronics.

They sell expanded/extended warranties with the Sony Mobile Communications phones that they sell.

I have forwarded the complaint to Sony Electronics for investigation and action.

They will respond to you.

Regards,

Consumer

Response:

The business in reference did eventually honor their extended warranty however this was accomplished through numerous phone calls, transfers, and a failure to process orders. The business in reference provides low grade customer service and attempts to redirect your service requests as much as possible.

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: Bought a noise cancelling headphone model MDR-NC8 that is advertised as 90 per cent ambient noise reduction. There is a footnote saying Under the Sony measurement standard. Also says equivalent to approx. 90 per cent reduction of energy of sound compared with not wearing headphones.

It is Sony, so I thought I could trust the brand, specially when it comes to video and audio products.

Totally wrong.

The headphones has close to zero noise reduction, I barely feel the difference (if any!) and all it effectively does is to reduce the overall sound volume. I can clearly hear any ambient noise. I wasn't expecting something like [redacted], but not that bad. This is clearly a false advertisement.

I contacted the customer service, and it just made things worse. They tried to do some troubleshooting that didn't make sense, like saying the noise cancelling will only work when using original headphones. It is a headphone by itself, so looked like they didn't really know their own product. Anyway, tried everything they said (change batteries, check if it is turned on, and so on).

I thought I had bought a defective product. I bought this headphone at a store. Before deciding to exchange it, I went online to check more information and I'm horrified by the number of complains about this headphone. It came to my attention it is basically a product that should have been recalled, but kept being sold the way it is.

It is not right to advertise a product as noise cancelling, with 90 per cent noise reduction when it is not even close to a quarter of this percentage. I will take this issue further if it is not resolved, I can't accept a well known brand like Sony to be one more in the market fooling customers and that being OK for the company.Desired Settlement: I still need a noise cancelling headphone, and I'm aware Sony has many, I need this one to be exchanged to another model that really does what it promised to: noise cancelling. I highly doubt an even exchange (same model) will solve the issue, based on so many reviews I read about this product.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony MDRNC8. Sony has contacted the customer and offered him a comparable model. Customer declined the offer. We have explained to the customer that the MDRNC8 only cancels 90 percent ambient sounds and not digital sounds. Furthermore, we advised the customer to send his copy of receipt to [redacted] with event no. [redacted] on the subject line to review the case further. We will wait for the customer to send the receipt in order to provide another offer. We shall monitor the case.Sincerely,Jim C[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'm rejecting the reply since I'm waiting for a confirmation from Sony and don't want this complain to be automatically closed.Sony informed this model cancels ambient sounds, not digital sounds. First, there is no such explanation of the difference between ambient/digital sound on the box. What we see on the box is that the model I purchased is categorized as Noise Cancelling headphones, capable of cancelling 90 per cent of the noise. Ambient or digital, the fact is that these headphones simply don't cancel anything. From air conditioner or fan, to airplane noise, it simply doesn't work, it doesn't do a quarter of what it claims to.To me, these are false advertisement/statements.It should have never been marketed this way, and should have been recalled for exchange. The brand is Sony, a brand that so far I would fully trust.After this complain, I was contacted and offered a replacement for another model. The model offered for replacement, MDRZX110NC, doesn't seem to perform any better for noise cancelling based on many reviews at many websites, as below:"Was worthless for noise canceling....sent it back.""Nice sound.comfortable to wear.looks great, but doesn't do much for noise cancelling.""Doesn't seem to be as noise cancelling as it says"and so on.I feel afraid to accept another item that apparently doesn't perform as it should.I sent a few other models that have good reviews for noise cancelling, but I was informed they are not in stock (!).Since Sony apparently is unable to replace the headphones poorly made and marketed, the only solution was to be refunded the purchase price.Although it is not ideal, since I still need noise cancelling headphones, it's better than nothing. I explained I had to spend a lot of time and energy to try to find them cheaper, including commuting to different nearby cities to find them in stock. Then, at the end, they don't work as intended, Sony is unable to provide what I really need (noise cancelling headphones) and I'll just receive what I paid back. Money-wise, it's OK, but the frustration is still there. I provided this as a feedback, because in my case the refund wasn't the solution I was looking for, after so much energy spent.Anyway, the paperwork for the refund has been sent and I'm waiting for a confirmation of when to expect the payment.I no longer see Sony as a brand I can fully trust, and won't be deciding about my purchase solely because it's Sony.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony MDRNC8. Sony has contacted the customer and offered him a buyback for $37.91 for the 3 headphones. Customer accepted the offer. We apologized to the customer since we are unable to offer him the models that he requested as we don’t have it in stock. The check has been processed and the customer will receive it within 4-6 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

However I need to register that Sony chose the cheapest solution for them, instead of the ideal solution for the customer. Being refunded for the price I paid is just OK, specially given that it was on sale and I had to commute to another city to buy it (as I thought it was a good deal). I still need a noise cancelling headphone and I truly don't believe Sony doesn't have any replacement available in stock. Sony simply doesn't want to have customers satisfied with their products, and I'm confident the business will notice the impact of such decisions in the long term. I'll use this refund to purchase another, more reliable, brand even if it's more expensive.

Sincerely,

Review: On Mar- **-2013 I bought a tv from Sony.com in the amount of 3391.99. About 1 Year latter tv was not working properly and Sony replaced with a refurbished tv with no problem. About ten Months Later the replacement tv started to have problems. Called Sony and they ran a remote diagnostic and found a problem with it. They sent another refurbished tv that had a broken screen. I didn't accept the delivery. Now Sony is telling me they have no more tvs to send me and I have no choice but to take a partial refund of 3299.97. All these tvs where still with in the original manufacturers warranty.Desired Settlement: All I want is a full refund of the total amount on the original recepit. Or Store credit for the full refund of the total amount on the original recepit.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony XBR55X900A. Sony has contacted the customer and offered him a buyback for $3199.99. Customer accepted the offer. Customer will receive the check in 4-6 weeks. We shall monitor the case. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but will accept it to get this over and done.

Sincerely,

Sony did not want to give me a working TV or a full refund. I paid $3391.99 for this product and Sony was unable to give me a acceptable working TV even though they sent a total of three different USED Televisions. I agreed to a partial refund in the amount of $3199.99 just so I can be done with this. Thanks Sony.

Review: I purchased a Sony Bravia 50" through HSN Home Shopping Network back in NOV/DEC 2013. The Sony Bravia had a promotion that came along with the TV that consists of [redacted] and [redacted] free for one year. When I received the TV I did not have a problem with [redacted] but I did notice the activation code was not in my TV box with [redacted]. I contacted HSN and explain to them that I never received the activation code for the 1 year frees [redacted]. They told me that I would need to call SONY. I called Sony and they surly sent out an activation code but it was only for six months. I was assure that it was for a year because that was the advertisement they had on HSN. I recently called SONY and they said they never had a promotion for 1 year [redacted] for free. I explained to them yes you all did through HSN. I have been giving the run around about something they had a promotion for. I spoke with customer service and technical services and they said they never offered such a deal. I spoke with someone earlier that week and that person saw the promotion and stated to me that it was not possible for them to grant me anything on that deal because they don’t offer it anymore. I have spoken to so many people oversees and when I ask for the US they tells me I can’t speak to anyone in the US. HELPDesired Settlement: I would like for them to get with HSN about this promotion they had with them and solve their own issues. This is considered false advertisement and HSN needs to be notified about selling SONY products and SONY not going the full extent on the offers their airing through HSN or any other Shopping Network. I would like for my other 6 months to be granted to me at no cost. I have contacted HSN as well and they explain to me that customers have been calling them as well that got this promotion from SONY. I want my other 6 months free of [redacted] with no cost to me because that how it was offered.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL50R550A. We spoke with the customer on July **, 2014 and we have requested her to fax us a copy of the sales receipt so we can review and determine possible options. We are currently waiting for a valid copy of the proof of purchase.

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

Review: Sony USB cord and AC Adapter and power supply cord were stolen for my Sony Xperia tablet SGPT121US/S. I began calling Sony's sales and service at the end of December 2013 or first part of January 2014 after numerous failed Internet searches for the replacement parts. Initially, I was told that a bundled item including AC adapter and USB cord were available for $34.99 with tax and free shipping and was available to order. I called back a couple days later, and spoke to [redacted] from the Phillipines and was told that the bundled item was no longer available, but the AC adapter could be ordered for $25.27 and the USB cable for $33.42. I complained about these amounts and the discontinued item. He also stated that there was not any information on availability for the AC adapter, but could order the USB cable. As I explained my frustration, [redacted] was short in words and tone. I asked to speak to his supervisor. Placed on hold. [redacted] returned stating that his supervisor informed him that he gave me all the right information and that I could not speak to his supervisor. Infuriated at this point, I ended the call with no resolution. On 1/*/2014 I called Sony's support in Manilla and talked to [redacted]. I explained situation. She apologized and opened a case for me (Case # [redacted]) and for my inconvenience offered the USB cable and AC adapter and power supply at no cost to me. She stated that the rep was right in that the product was not available and was not showing an "ETA", but she forwarded a request for the part to be ordered from the Lorado exchange center. She stated this would be the fastest route to get my charger supplies. She stated that order cut off time is at 3 o'clock so I could follow-up in 24 hours between 1 and 3 pm EST at ###-###-####. I made numerous phone calls after this one and received the same responses and attitudes from Sony customer service representatives, but on 2/**/14 I spoke to [redacted] in customer support. I asked for an update on case and explained my frustration with the extremely long delay on the delivery of both products. I explained that I received the USB cord a few days prior to my call but was still waiting for AC Adapter. Placed on hold several minutes, which was typical with my experience. She explained that a replacement order will come in on February [redacted] and she put in an order (#[redacted]) for an AC Adapter to be shipped to me. She stated it would take about 7-10 business days after the [redacted] to receive the item and stated I should call back if I don't receive it within that time frame. On On 3/**/2014 I talked to [redacted]. I asked for update on tracking number and provided him with the number and my case number. Placed on hold. He returned and stated that there was not any tracking information available for that order number. He also stated that no new information is available for the part I am waiting for. I explained my extreme frustration with this matter in that I had been calling for 3 months and yet nothing has been resolved. His response was presented in a rude tone as he stated, "you don't have to wait for the part to be delivered to you, you can order the part yourself from a third party!" I explained that I had looked for the parts myself online and locally and there were not any parts available. He stated that I could buy the part and Sony would reimburse me. I do not trust that this will happen as I have been waiting for a part to operate my Sony tablet for 3 months and I refuse to accept his word since it is not in writing that Sony will reimburse the cost. In addition, he told me to check [redacted] for the part. I did check by calling. A female customer service rep explained that they order their products directly from Sony so if I was waiting for the part from Sony it would not benefit me to order from them. I would like to take my tablet back to where I bought it but it is beyond their return policy. I spent almost $600 on this tablet approximately 2 years ago or less and it is nearly brand new. I have only used it a handful of times and it is in excellent condition. I cannot even sell it to try and get some of my money back. I have searched and searched online for the AC adapter and power cord and from what I have been able to find, the cost is $80 on average. It is a sad day in America when I spend my hard earned money on a product and receive this kind of customer service. I have and will continue to tell anyone and everyone I know about this experience.Desired Settlement: I would like a replacement for a comparable tablet with all working parts. I would also like a written letter of apology for my horrible Sony experience. I have talked to numerous agents (all overseas) over the course of 3 months and have been hung up on, treated rudely, and have been given the same universal response "it is on back order and we do not have any information on when it will become available." There did not seem to be any sort of chain of command to report to to ensure that my problem was handled to even a subpar level of satisfaction.

Thank you for your time and I am hoping that large corporations such as Sony still place immeasurable value on customer service and making the customer happy. So far I am not convinced.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony Tablet SGPT121US/S. We have been trying to get in touch with this customer since June **, 2014 to discuss this issue. We sent him a Contact-Us email on June **, 2014. Sony has not heard from the customer to date.

The customer initially reported the issue on January **, 2014 stating that the accessories for her tablet were stolen. Despite the fact that the customer should be responsible for the replacement of these stolen accessories, Sony still provided accommodation and ordered the replacement parts as goodwill gesture. Due to issue with parts' availability, Sony was able to send her the USB cord and AC adapter but no power cord. The power cord was in back order that time and due to the delay, we advised her to buy the power cord to other third party vendor and Sony will provide reimbursement for the part that was purchased. Sony received the copy of the sales receipt for the part purchased on April **,2014 and we processed sending her a check reimbursement amounting to $20.68 on April **, 2014. Considering that Sony has provided several accommodations for this customer and that the unit is already way out of the manufacturers warranty, we regret to inform that Sony can no longer offer replacement option.

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

Review: I sent my camera that was purchased in Feb 2014 in for warranty repair in Oct 2014, the repair was to take 5 - 7 days but took over 1 month, I started calling sony at the end of Nov and the first week of Dec trying to find out when the camera would be sent back to me, on 12/* I finally received a fed ex tracking number [redacted], fed ex lost the camera 12/*/2014, sony told me I had to file a claim with fed ex and I told them they are the shipper and they had to file the claim, finally on 12/** sony filed the claim, every time I called customer service stated they would expedite the claim, it never happened, I called fed ex and fed ex told me the check was sent to sony on 12/**/2014, of course sony said they had to verify they received the check, I started calling every day in Jan with no results, they kept saying they had to verify they had the check, I called fed ex on 1/*/2014 and they gave me the check # and I gave it to sony, on 1/** I was told I would have results in 5 days, sony has been putting me off 5 -7 days at a time , twice they have asked me for my receipt which I sent and both times to the same email, they have the claim money from fed ex and all I want is my camera, this started out 4 months ago and I will never buy anything from this company again the event id# [redacted] the camera was sent to Laredo, Tx [redacted]Desired Settlement: I want either a check for the value of the camera or a camera of equal value in the next week, I have been borrowing a camera for 4 months for my work thinking I would have my camera back any day and just get excuses from customer service

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Cybershot/Digital Still Camera DSCW710/B. We already contacted the customer, and offered him a Sony Gift Card worth $100.00. The customer accepted our offer, he was also advised that turn around time for the gift card is 2-3 weeks. The Sony 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 find that this resolution is satisfactory to me and the matter has been resolved. If I do not receive the credit for another camera in the stated 2 - 3 weeks I will contact you again, thank you, Sincerely, [redacted]

Review: I purchased a Sony Tablet, within 3 months I noticed a funny noise when I pressed the screen, I took the Tablet to the Store where I purchased it ([redacted]). The Sales Rep inspected the Tablet and saw that there was no physical damage to the unit and ordered me the need materials to send the unit back for repair or exchange. The tablet was sent via [redacted] and I received delivery confirmation. They could not locate it for 3 weeks. Now they are trying to say he Tablet was damage and that I will be charged for the repair. The tablet was missing for 3 weeks and they did not know the location. Sometime between the day they received it and it was located, it was damaged. Again I had the Unit inspected by a [redacted] Rep and there was no physical damage. I have tried contacting their customer system department and it is the same answer, "WE WILL ESCULATE IT". I would like the repairs/replace to be covered under the Warranty with no out of pocket cost.Desired Settlement: Would like the repairs/replace to be covered under the Warranty with no out of pocket cost.

Business

Response:

Tell us why here...We have investigated the consumer's claim. Sony Mobile Communications will do a courtesy swap of his tablet as a one-time concession.The consumer will receive a call from the Sony Mobile Communincations call cetner to validate his return address and to assign a case number so the swap can be processed.We apologize for the inconvenience.Regards,Sony Mobile Communications

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,