Sony Corporation of America

Review: I purchased Sony Vaio Laptop machine in September 2012. This was under warranty till 1 year.

On May [redacted] 2014, ie after approx 6 months of warranty, the laptop while sitting on my desk at home , spontaneously short circuited, heated up caught internal fire and smoke started coming out from vents of the laptop.

The machine was connected to SurgeProtector and was on the original charger. There should be no reason for it to behave like it did.

Fortunately, to avoid any damage or spread of the issue, the laptop was removed from the location and taken out of the apartment.

I called customer care and they told me that normally incidents like these are covered as fire hazard and would be investigated for the cause of issue and be replaced free of charge from Sony. They sent me a box to send the equipment back which I duly did.

Now they have sent me invoice asking $213 for the repairs, for the machine which was faulty at their end.Desired Settlement: I would welcome if Sony honors the words and provides the necessary repairs since I have sensitive information in the hard disk.

Other wise last option is to get me a replacement.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony VAIO SVT131190X. We spoke with the customer today, June **, 2014 and offered a prorated buyback for $659.52. Customer is undecided so we advised her to call Sony back with her decision within 1 week.

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

Review: Contacted sony in June because the DVD player they sent stopped working 2 days after I received it. They assured me I would receive a refund check. After three months of no check, I have contacted customer service multiple times and am always told I will be called in 24-48 hours then am not contacted. One time when I called they connected me to customer escalations where a man named [redacted]. Stated I would receive the check within a week that it was in the mail, it has been three weeks since then. I have called customer service twice and they again state they will file a complaint and call me within 24-48 hours but I still have not been contacted. I am put on hold an average of 30 minutes each time I call.Desired Settlement: I would like my refund back ASAP. Customer service needs to improve with this company.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DVPFX820. Sony has contacted this customer regarding the status of her check refund. We advised her that the check will be mailed on October **, 2014 and she should receive it 2-3 weeks from that date. If you have any questions or

require additional information, please feel free to contact me at ###-###-####. Closing action pending further contact from the customer and/or the Revdex.com

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:

Hi [redacted],

I apologize for not responding to the initial email sent by Sony via the Revdex.com asking for my response within 6 days or the case would be assumed closed, I am just now getting through email from the last few weeks and had overlooked it. In any case, when I was contacted by a Sony representative they stated that my check was in the mail October **, and that I should receive it no later then the following week.I see in the email Sony sent in response to the Revdex.com complaint it is stated that the check would take 2-3 weeks, so there is still a chance I will receive it, however I have been told “the check is in the mail” by Sony representatives 4 times now, which is the reason for my initial Revdex.com complaint. I still have not received the check, so I do not want to case considered closed until I have received it.

Thank you for your help in this matter,

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 portable DVD player model number DVPFX930. We called the customer today and made a follow up on her case. We advised her that refund has been successfully processed and the gift card is supposed to be delivered thru [redacted]. As per customer statement she will leave this case open until she receives the check. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted]

Consumer

Response:

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

Sincerely,

Review: I spent nearly a thousand dollars on a Sony Bravia computer, purchased at Costco a few years ago, yet Sony refuses to help me diagnose a reception problem.

I called a woman who said her name was [redacted] a few minutes ago, she refused to help me, and instead told me to go find my answer online. I remarked that I've already checked online and still have the problem. This did not faze her.Desired Settlement: [redacted]

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40S504. Sony has already contacted this customer, however he was not ready to take our call. We would like to accommodate the troubleshooting for his unit. We already forwarded a plan to our frontline agents to assist him accordingly with this. If customer is interested he may reach us at:[redacted]Sincerely,[redacted]

Consumer

Response:

My problem remains unresolved after a full hour on the phone with your support rep. About 10 minutes of this hour was spent troubleshooting, sadly the rep had no idea what the problem was or how to help me, other than shipping my large flat screen from Boston to Laredo, Texas, and giving me the names of local authorized dealers.My next TV probably won't be a Sony...

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 problem has to do with a product that I purchased on [redacted]. It was a Sony SBH-20 bluetooth headset. The bluetooth stopped working and I sent in for repair, or exchange. I was told I would be getting an exchange but now I'm getting the runaround after sending the defective unit back.Desired Settlement: I want the same unit or the upgraded unit that I was promised.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Headphones SBH20B/US.

Sony has contacted the customer and was advised that replacement been processed under order number [redacted], customer was also provided turn around time of 7 to 10 business days and he understood.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Sony Headphones (SBH20B/US). Due to the delay in processing the exchange for the unit, Sony has decided to process a full refund to the customer. We advised the customer to send us a copy of the purchase receipt of the unit and informed that once it is received and validated, then we will process the full refund for the unit.

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: Hello Sir,

I've Bought a Sony Mobile Xperia Z. Sony Mobile says The Mobile is water resistant. But a few days ago My mobile got in contact with water (Rain Water).

and When I bought the phone they said it has one year warranty and I have bought this Phone on **-4-2013 but now they are not ready to repair my mobile they are asking me for Rs 12,000.

I am from India, Maharashtra, Aurangabad. I've put my mobile in Sony Service center in Aurangabad.

And these people are asking me for paying the money. [redacted] the link I've posted is the official ad of Sony experia Z in which they put water on it

Please help me Sir to get my mobile repaired

Business

Response:

This complaint was received by the Revdex.com in the US. Unfortunately, Sony Mobile US cannot assist this customer. Please refer this customer back to his local Sony Mobile support in India.

Review: I have a Sony VAIO model# VPCEC 200X. It was bought roughly 3 q/2 years ago. There appears to be a password in the BIOs I have no knowledge of setting. I need to access the BIOs and I researched the process to do so. It included calling ###-###-####, telling customer support my issue, proving I owned the VAIO, then receiving a call within 2 to 3 hours. Oct [redacted] I called roughly 10:00am PST and requested help. I was told to turn in the info proving I was the owner and in 2 hours I would receive a phone call. Well 6 hours later I called back asking what the issue was. They claimed they didn't get my email, to spam the same email multiple times to confirm it arrived and I would be called the next day. I did as they said. Next day I got a receipt that they opened my email but within 2, 3, then 5 hours I still had no call. I called back and explained I spent $1600. on this VAIO and I would like for costumer support to get the code to me asap. I couldn't sit around my house for 2 days waiting for the code. Then the customer support employee named [redacted] (code [redacted]) - claimed he was a tech, tells me they will get back to me in 48 hours with the code. I said wait, the forums and the previous customer support team said it was suppose to come in 2 to 3 hours. [redacted] claims no, the code is given to you in 48 hours.

Well 48 hours has come and gone. Still no codes. I can no longer invest in a company that I give $1600. to and they can't give me the BIOS code repeatedly, when they say they will. There was a repeated failure to honor was I was told.Desired Settlement: First thing Monday I expect a call with the BIOS code to my VAIO please, thanks.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio VPCEC290X. Sony tried to contact the customer today October *, 2014, however, we were not able to speak to him. On the Voicemail that we left, we told him that he should be getting a call within this week from the [redacted] to assist him in removing the Bios Password on his 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 not satisfactory till I have received my bios code. The message left for me said it would be 72 business hours till I will be my Bios code. This is after the I have waited 2 business days. Some of us just can't live by the phone everyday waiting for the one call. I except the attempt to contact me, but this won't be resolved till I get the Bios codes.

Sincerely,

Review: Approximately 1 week ago I ordered a Sony DSC-RX100 camera from Sony.com for the price of $494.99 plus tax ($524.69 including tax). Later, I saw the same exact item advertised on a Sony website for $441.04 plus tax ($467.50 including tax). This constitutes a difference of $57.19. The Price Assurance policy advertised on Sony's website states:

"We want you to shop with the knowledge that you are getting great products, great service and great value. When you buy from Sony, your purchase is backed with a 30-day price guarantee. This is just one of our many programs and services designed to create convenient and customer friendly experiences for all of our customers. If you’ve already purchased a product from Sony Store and find a lower price for that exact same product at any Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference. If you are ready to purchase a Sony product and find that exact same product in-stock and advertised at a lower price at any Sony Store venue or Sony authorized reseller let us know and we'll offer you a similar price. Simply provide us the proof of price while that price is in effect to get an adjustment. "

I have contacted Sony via phone/email and provided a screenshot of the $441.04 price from their own website. The phone representative ([redacted]. at Sony Customer Care) guaranteed that she would gladly refund me $57.19 once she received the screenshot, but after receiving said screenshot, reneged on her promise.Desired Settlement: I seek a partial refund of $57.19 as guaranteed by Sony's advertised Price Assurance policy and promised by [redacted]. at Sony Customer Care. If Sony refuses, I seek a full refund of the purchase price ($524.69) including a prepaid return shipping label for the item.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony DSCRX100/B. Our Sony sales

department has been in contact with this customer. Sony does not price match

against member’s only pricing because those prices are not open to the public.

This is included in our web site terms and conditions. Our sales department has

sent this customer a call tag to return the unit since he was not happy with this

response.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

It is NOT stated anywhere in Sony's Price Assurance policy, which is posted on their website, that the Sony-owned SonY Rewards store is exempt from the price guarantee. Despite repeated requests to Sony to produce evidence of this policy exemption on their website, no proof has been provided that such information is publicly posted. Furthermore, I am a Sony rewards member so the argument that such prices are only available to members is moot. Lastly, Sony's horrendous customer services provides zero reassurance that I will get a full refund if I mail back the product.

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:

This proves just how awful Sony customer service is. They are obviously confusing my order with someone else's. My complaint was in regards to Sony honoring their posted Price Assurance policy, which they have not done. Consequently, the only response I will accept is one that states that the company will either: (1) amend their posted Price Assurance policy to reflect their actual practices, (2) remove the posted policy since they refuse to honor it, or (3) agree to honor it as is for any and all customers in the future. The bottom line is that this complaint should remain on the company's record because they refuse to even address the issue and instead, continue to deflect attention away from the original complaint which was and still is their refusal to honor their advertised policy.

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

Sincerely,

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DSCRX100/B. Our sales department has emailed this customer a shipping label for the return of the camera to Sony for credit. Any issues concerning the credit should be addressed through the sales department. When our customer relations representatives contacted this customer he just started using profane language and asked not to be contacted by anyone from Sony again. Sony will no longer contact this customer.

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

Sincerely,

Review: My phone turned on the light without any prompting on my part. Once I noticed it, I tried to unlock the screen to turn it off without any success. The light stayed on until the battery died. I then tried to charge the phone, no success. I called Sony where they took me through several steps to reset the phone and it still would not charge. After that, they had me pay to ship the phone to the repair center to have it assessed. They sent back the phone without repairing it with a letter that stated: "The unit has a Main Board Failure, right now we don't have this part available, but this unit it unrepairable." This was confussing to me, as it seemed they were admitting it was their problem, but were not going to fix it. I called the Customer Service line and talked to a representative who was also confused and did not understand why a new replacement phone was sent out instead of just returning the original defective unit. They told me they would get back to me with an answer, but never did so I called them back again. This time they explained that they wouldn't fix it because it would cost more to fix it than the price of the unit. They explained that they would not replace it becaus the repair center claimed the failure was due to "misuse". I asked if they were going to take into consideration the information I gave them about the light turning on by itself and they were unable to answer. They stated that fixing the board wouldn't fix the problem because the phone would still have the same defect. This made it seem clear that it was a defect of their product, but they still stated that they would not replace the unit. The customer service representative stated it was a clear problem with the phone, but they way the paperwork was written, nothing could be done. They can't give me any information, appear to be admitting fault, but will not honor their own warranty on their product that broke on its own.Desired Settlement: Since I paid for the phone in the first place and it does not work, I would like a replacement phone that does not have the same defect.

Business

Response:

There is an impact area on the front of the phone that has that has caused main board damage inside of the unit. The damage cannot be repaired. The impact damage is not a result of a product defect and is not covered under warranty as it is considered physical abuse. An image of the damage is attached.

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

Business

Response:

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

Response:

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

[Your Answer Here]

1. This Price show 2 time at sony website, I dont think it's system update2 . some order with price 199 have shipped and the customer have got it, it means sony accept this price and finish order.3 I pay full money to sony, if sony send item to other customer, the should send to me when the item available.4. I contact [redacted] 1day after cancel by sony, the tell me sony didnot ask them cancel the payment. so sony should finish the orderattachment is one of the customer send me ,he got the camera from 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 ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released to refund the full amount that customers paid for the unit. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony is not an honest company, they kill the order with reason out of stock, after I complaint at Revdex.com,they give a system update. I dont think all is lie. I strongly recommended reduce ratings of such cheater companyand I still request sony must send me the camera.

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

Sincerely,

Review: I bought a computer back in January *, 2014 filed a complaint earlier but was closed due to some information sales person [redacted] took my order over the phone I had already reviewed the product on line but called to find out what color the laptop was. The sales person indicated black and even called the warehouse to double check. She assured me it was black and not pink. When the computer got here it was pink called customer service to try to resolve this issue about three time but, all they would tell me is send it back. I ask to speak to a [redacted] and her refuse and told the customer service agent to tell me just to send it back. I told the customer service agent I was dissatisfied with the color not the whole laptop. I ask if they could reduce the cost but he ask the [redacted] and he said just send it back. I was not able to resolve the issue and contacted you back this year to see if Revdex.com could resolve it but instead you close my case. I still want to pursue my complaint.Desired Settlement: A settlement of 100.00 refunded back to me for computer being pink and not black if I decide to sell it will be harder for me to sell if black or silver.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complain your office received from [redacted] regarding the sony VAIO SVF142190X. Sony has contacted the customer August **, 2014 and talked to customer about issue. Sony will not be able to give her $100 credit, but offered her Gift Card of $100 dollars instead, she can use for the next product purchase to sony stores. Customer accepted offer.

Review: Original technical support case #[redacted] in July 2013 was not concluded until December 2013, when it was requested the item be returned to the [redacted] Service Center for replacement. Return was completed and received in Laredo in January 2014. In March, it was finally determined the item could not be replaced or serviced and a refund for the product was approved under case #[redacted]. I was directed to wait until the end of March as checks are created by a third-party only once a month. Having not received it in April I contacted Laredo again who assured me the check would be sent out within a week due to the prior delay as it was being escalated as a courtesy for the delay. Having not received it in early May, I contacted Sony's National Customer Relations department who looked into it and determined a check would be cut on May ** and I needed to allow 7-10 business days for receipt. Having not received it within that time frame, I contacted Laredo again and was transferred to an escalation department who assured me of researching the situation. Last contact was on June ** and due to the delay of this situation, I am requesting intervention from Revdex.com.Desired Settlement: Refund check assurance must be accompanied with a valid tracking number for whichever mailing service Sony chooses to utilize. A simple comment a check has been ordered or mailed will not suffice as this has been allowed three times unsuccessfully.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Personal Internet Viewer HIDB70. We spoke with the customer on June **, 2014 and explained to him that Sony processed sending him a check reimbursement amounting to $124.93 and that he should received the check within 7/10 business days from that date.

Sony records show that the check was encashed on June **, 2014.

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

Consumer

Response:

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

I have chosen to classify this complaint as not resolved although the information provided by the merchant in their response is not being disputed. I received a telephone call as described, however the representative could not confirm a tracking number for the payment in transit.

Although it may not be a policy of the merchant to provide refunds in a trackable manner, they certainly do so with physical merchandise being handled by both parties. Because this issue had been so long overdue and because the merchant's assurances time and again involved the same generic statement provided in their reply above, I believe additional precautions were warranted.

The check was received, however there was no way of distinguishing if it was the check they claimed was sent prior which I understood had been issued a stop payment. This caused further delays as I didn't wish to deposit a check I knew could be worthless.

For those reasons, I wanted this information included online within the claim for those considering a purchase from Sony Electronics as a means to be aware of their practices. The inability of their Customer Service Departments for National and [redacted] to work together to resolve an issue that took nearly a year to complete is unacceptable and unprofessional of a business that has an A+ rating with Revdex.com. Although the business cooperated eventually; there should have been no reason to involve the Revdex.com based on their rating of this company.

I have another Sony item that must be repaired now (headphones in which BOTH ear cups broke off within 5 months) that I am discouraged to pursue. However, I will not allow that to occur. The only thing I am discouraged to pursue is another purchase of a Sony product. They were successful in accomplishing that.

Beyond that, the Revdex.com may close this case with the expectation the information herein will be included within it. Thank you for your assistance.

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

Sincerely,

Review: Hi,I have been trying to resolve the concern with the Sony service center and its associated customer service center for the past 2 months at the customer support number as I had to send a Sony smart Band which was defective and was under warranty. They sent me a faulty one as a replacement which I sent it back again on Dec twenty three using [redacted] and it was received by them and signed for by [redacted] in the morning on Dec twenty sixth. Since then I have been calling them and spoke to a dozen of the customer reps and few supervisors but I have not got a solution from them about receiving the SMART BAND back. I always get to listen the same answer that they are investigating and researching about my product. Their turn around time is 14 days. All these I have not been able to train and stay fit because I don't have my everyday companion which tracks my activity, sleep and exercise. I have even requested them to send the next version as this product which I bought is having issues and they have not even responded to them. The customer service is so pathetic that they don't care about the consumer. I did not expect this from an Organization like SONY. Hope to get this resolved and get my product asap and register a fraud complaint against their services and products.Thanks,[redacted]Desired Settlement: Need refund for my time ( as I was frustrated and at times felt very depressed for their behavior and attitude), phone calls and the item I sent and need an upgrade for the purchase as this product does not work.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SmartBand SWR10/US. We already contacted the customer and acknowledged his complaint. As of now we are communicating this issue with our Sony Mobile Escalation Team. We shall be monitoring this issue and make sure that a resolution would be offered. 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 haven't received a resolution for my complaint yet from the song corporation. I'm sorry that iam being played by their customer service and the service people.Thanks, [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 have determined that my complaint has NOT been resolved because:

Hi [redacted]Sorry to bother you but Sony folks are playing games with me again. The gift card for the amount of $150 was never sent to me and it has been more than 3 weeks and today I get a call saying that they cannot process it.They would like to send a check for that amount but have to get an approval and it might happen some time in next 6 weeks. Lets reopen the case and keep it the same way until this matter is resolved. They did not solve my issue for almost 5 months now and they need another 6 weeks which iam not sure of what they would do.I would like to proceed legally also for the wasting my time and making my working routine disturbed which took me into distress and frustration. This is some kind of cheating from an organization like SONY. Thanks,[redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SmartBand SWR10/US. This was offered to the customer because we encountered a problem with our system on generating Gift Cards. As of now Sony's Customer Relations department has processed a check request for the customer with an amount of $150.00, the order number for the check is [redacted]. The turn around time for the check is 4-6 weeks. Sincerely, [redacted]

Review: My son used my credit card without my permission to buy video games online. I talked to Sony and they told me that I would have to dispute/reverse charges with my credit card company. Sony told me that they would cancel/block the offending account which I acknowledged if the charges were cancelled. I agreeed to this. I created a new master account and my son has a new sub-account with the access to the on-line purchases blocked without permisson. However, we had legitimately bought some video games beforehand and Sony will not move these items to the new sub-account. I talked to Sony and they said they had no policy to do this. I told them I was going to file a complaint.Desired Settlement: refund the legitimate purchases or move them to the new account

Business

Response:

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

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

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

Consumer Services

Sony Computer Entertainment America, LLC

Review: Purchased TV with two year extended warranty.

One speaker went bad during warranty period

Called Sony and spoke to Warranty group and they would not fix or replace TV as the 60" model I have was replaced by a 65" model

They would only offer $1375.81 which is not enough to buy a replacement TV

Sony ticket item is: [redacted]

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

Warranty start: 12/**/2013

Warranty end: 12/**/2015

Warranty Claim: 08.**.2015

Case #: [redacted]

Confirmation #: [redacted] Last contact: [redacted]

I made the warranty claim before the warranty expired

Sony warranty Extended Service Plan [redacted]Desired Settlement: Enough money from Sony to guy a replacement TV or Sony sends me the 65" model

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony TV ([redacted]). Sony contacted the customer twice via phone but it was directed to his voice mail. We would like to advise the customer that since we do not have the same or comparable model to send him as a replacement, we are offering him to buyout the Sony Protection Plan for $1,375.61 as it is the coverage amount of the extended service plan. We will wait for the customer’s response within 7 days. Otherwise, the case will be considered closed.

NOTE: The Protection Plan expired back on 12/**/2015 but since the offer was presented when it was still in active, Sony will still honor the buyout/refund.

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:

I still want a replacement TV with all the same features as this is what the extended warranty should covermust be 60" or more, not 55"thus offer is the same before I brought it to Revdex.com

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services: As mentioned from our last response, we do not have the same or comparable model to send to the customer, thus, a refund that is equivalent to the plan coverage is being offered in the amount of $1,375.61. Sony is requesting the customer to provide his confirmation ASAP as the refund offer is already expired. Nonetheless, since Sony values the customer, we will still consider this case active and will have the offer reinstated. We will need the response of the customer within 7 days. Otherwise, this offer will no longer be available. Sincerely, [redacted]

Consumer

Response:

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

Sincerely,

Review: purchased a sony sound bar from target. It was working until the remote broke. I spoke to sony for 40 min one lady said they had the remote for $20 the other man said buy universal remote for $25.With a brand new product I expected simply a replacement remote. Which was not given.

Product_Or_Service: sound barDesired Settlement: DesiredSettlementID: Other (requires explanation)

new remote sent or gift card to purchase new one

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the compaint your office recieved from [redacted] regarding the remote control of his Sony sound bar. Sony has contacted the customer and customer told Sony that he already purchased a replacement remote control.

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

Review: I purchased a Sony [redacted] receiver a few months ago. The receiver started having issues right away. I've contacted support several times but end result is usually either a long hold time with the call getting disconnected or a support representative who does not understand the issue or is not empowered to actually help and just reads me some random non-sense from a script it seems. Please help. My receiver randomly powers itself off (it's not the automatic power down setting, I've checked...it's while there it is in operation), the wireless feature is not working - it seems my wireless network but does not connect to it anymore, and the receiver randomly freezes when connected to HDMI sources. I've had quite enough. Please help address the issues.Desired Settlement: I would like the receiver replaced or I would like my purchase price refunded. Thank you.

Business

Response:

Dear Dispute Resolution Services:

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

Sony has contacted this customer and Sony will help him with the issue he is having with the product. He agreed to diagnose the issue and we will provide him what is needed as long as it is within the warranty guidelines.

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:

Thank you for your prompt response. I have heard from Sony and have provided the needed warranty information but my issue is still unresolved. I am still waiting for my receiver to be replaced. I have contacted technical support as I agreed to do but the [redacted] has not been able to assist.

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’ve provided Sony the receipt they requested – twice now! Thank you, once again, for your help.

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 Home Receiver [redacted].Sony already contacted this customer. We advised him to please email a copy of the bill of sale to [redacted], and include the Event number [redacted], in the subject line of the email. Once we have validated the receipt, then we will process a refund since the customer decline on the replacement model we offered. Thank you,[redacted]

Review: On 4/**/14 I preordered a Sony XBR-65x900b television that had a ship date of 4/**/14. About a week later I received an email now saying due to high demand the product is backordered and to expect shipment in June. I was very upset due to the ship date being prolonged from 4/**/14 to June. I called customer service and received the response of sorry about your luck there's nothing we can do, so I canceled my order and started researching other TV manufacturers since Sony could not fulfill their obligation. My original order # was [redacted]. On 4/**/14 I was on Sony's website and they showed this TV as being in stock and ships within 1-2 days. I called Sony customer service and placed the order with the customer service representative again and he confirmed the item was in stock and there would not be another issue like before. Today on 5/*/14 I called customer service to check on the status of my order [redacted]. They informed me that it will not ship until June again after being guaranteed the TV was in stock on the website and by customer service. I find this advertising to be unacceptable and repulsive from a customer service standpoint. I have been a long time Sony customer and loyal to this brand. Additionally, I'm amazed that Sony cannot integrate their website to real-time inventory status and that there is so much confusion as to when this TV will be available.Desired Settlement: I want my original order honored in the time manner that was originally given. If this order cannot be fulfilled as promised, I would like a better model that can be fulfilled at the same price.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] on advertising issues. We contacted the customer today and referred him to the SonyStore Customer Care Department to discuss the issue. This is a sales issue and the SonyStore Customer Care Department handles 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:

[Your Answer Here]

I do not consider the complaint resolved as the person I spoke with wasn't of any help. Sony asked me to call a #, which I did, then I was put in touch with someone that made up excuses and even tried to place some blame on me. He said he didn't have any power to resolve my complaint.

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

Sincerely,

Business

Response:

Thank you for your response. We have been trying to get in touch with [redacted] since June **, 2014 regarding his claim. We sent him a Contact-Us email today, June **, 2014. We are currently waiting for the customer to call back.

The customer needs to speak with the Sony Store Customer Care 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 ###-###-####.

Review: on or about **MAY13 my sony TV screen blacked out (TV purchased new **NOV12) and sony was notified about the damage. It is *AUG13, I have had 3 TVs sent to my house to replace the damaged TV all of those TVs arrived to my house damaged (all had the exact same damage) and were refused. I have had to take 3 days off work for this issue not to be resolved. I am an active duty officer commanding a company stationed at [redacted], I do not want/need the additional stress dealing with a stupid TV. Not to mention I purchased a sony blu ray home theater system that would sync together, that has not been able to be used and don't believe all the features will merry up unless it is a sony TV synced to it. I am already in an incredibly stressful profession, I do not have the time to deal with a company that cannot live up to its professional reputation.Desired Settlement: I would like a formal apology from sony and I would like to be compensated for the time I had to take off as well as reimbursed for the damaged TV and the useless home theater system.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony Product (C6606PL). Sony has

contacted the customer and Sony is waiting for customer to fax in receipt for

home theatre system.

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], upon return from a field training exercise I have sent the requested receipts to Sony and will wait for their response. I hope this will resolve the complaint.

Respectfully,

Commanding

Consumer

Response:

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

I have been at my work station in a secure government facility and have not received a single call from Sony (on the day time phone number), and have been working late nights for an training exercise. When I get home and check my cell phone (my evening phone number) I do not have any missed calls or voicemails waiting on me. I do not see how they (Sony) can say they have contacted me.v/r

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL60EX645. Sony contacted customer at [redacted] last 11/** and 11/**, but has not talk to him directly, we reached his voice mail box. We left him messages and choose the option to send message in urgent delivery. We are currently investigating on the delay of the refund, that was approved on July **, 2014 under order number [redacted] and we will advise the customer once update is available. We also provide $50 gift card to customer as compensation for the inconvenience If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely,[redacted]

Review: We purchased a laptop earlier this year and had nothing but problems. The laptop latch came loose, the battery died, and lots of software nuisance. We contacted them with these issues about a 2 months ago and have repeatedly been calling them to find out the status on this issue. They were suppose to ship a battery to us within the week; today it is 30 days late.Desired Settlement: Please send us the battery and repair the laptop! Our reference number is [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF14322CXW. Sony has already contacted this customer and offered a refund for the unit. The customer accepted the offer and advised them that once we receive the unit we will process the check refund. Once the check if approved the customer should receive it in 7-8 weeks. If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Review: I recently purchased a camera from [redacted] and what I received was not what I ordered. The order number is [redacted] placed on September [redacted], 2014. I have a screenshot of the advertisement on [redacted] from Sony Electronics. I did receive this camera, however it is a re-certified item. I purchased a "New" camera and the camera I received was clearly used and it was shipped in bubble wrap and no original packaging. The item was labeled as "Brand New" condition. I am very dissatisfied with what has occurred. I reached out to both [redacted] and Sony. Sony never responded back.Desired Settlement: The camera was advertised as New in original packaging. I would like my camera replaced with a new one or a discount/credit for receiving a used and recertified item as I paid full price for a new camera.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Alpha Digital Camera SLTA77.Sony has already contacted this customer at his tel no. on file [redacted], however we were not able to talk to him due to error on his answering machine.We need him to call us back at :[redacted]US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternMake use the reference number [redacted]Sincerely,[redacted]