Sony Corporation of America

Review: I purchased a Sony Vaio laptop on April[redacted], 2014. Ever since I bought it, I was not able to use it because it would not connect to Wifi. I tried to resolve the issue on my own but after a week, when I could not, I called customer service in which they remoted into my computer and said the issue was resolved. I was still not able to use my computer so I called again, over the course of a few months and each rep would do the same thing and tell me that it was resolved. Finally, in November, I requested to speak with a supervisor, and instead of transferring me to a supervisor, the rep transferred me to the [redacted] support. I then called back and requested again to speak with a supervisor, in which the same rep that transferred me, told me that there are no supervisors available to speak with customers, and that someone would give me a call back within 24 to 48 hours. When I did receive a call back, they told me that I had to get an invoice of my receipt as proof of purchase and then to email it to them. Once they received my invoice, I was told to take my laptop to the nearest [redacted] for servicing. When I brought my laptop to [redacted], they told me that they would be shipping it to Sony for servicing. I waited about 2 weeks and didn't hear anything, so I called [redacted] to get an update in which they told me that my laptop had a defective Wifi card and that the hard drive was deteriorating, so they replaced both of the parts. On December[redacted], 2014 I received a call from [redacted] that my laptop was available for pick up. I've had my laptop back for one day now and the internet is still not staying connected. I am extremely displeased with the services I received. As a first time customer purchasing from Sony, this was a terrible experience. I feel as though, instead of replacing parts, I should have received a brand new laptop. Its been over 7 months and I have not been able to enjoy a laptop that I paid a decent amount of money for, and no one has been willing to help me at all, I didn't even get a "Sorry for the inconvenience" At this point, this issue needs to be resolved as soon as possible. I'm sure you can look into my account and see how many times I've called and how long it has been.Desired Settlement: I would like to receive a new laptop for all of the inconvenience and if no one is willing to do that, I would like my money back.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SVF14212CXW. Sony has already contacted the customer, we have provided her instructions on how we could process refund for her purchase. The refund was provided since [redacted] failed to fix her unit. Thank You, [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. I also want to make it clear that my issue was not with [redacted], as [redacted] did not service my laptop.

Sincerely,

Review: Spoke to Sony care customer service on 10/**/14 with [redacted] and Later [redacted] based in DR to put in a claim for repair which is under warranty for 1 year. My request for repair claim was denied because Sony did not recognize this phone to be under warranty due to fabricated reasons even though the documentation that came with the phone states that it is under warranty for 1 year. In addition to that my original request for repair was approved 7/**/2014 by another Sony specialist that confirmed that the phone was under warranty yet I decided to wait for another opportunity to repair it. The representatives from Sony misrepresent where the phone was manufactured to make it appear as if the device is not under warranty. Sony failed to honor the term and agreement of warranty as the device was purchased March **, 2014 and is still under valid warranty.Desired Settlement: I would like Sony to honor the complimentary repair service or to issue a new replacement for the existing device or to refund the original amount paid for the device.

Business

Response:

The customer’s phone was intended to be sold and used in the United Arab Emirates. His phone was

manufactured for sale in this area and was sold without any warranty.

However, Sony would like to offer a one-time courtesy repair at no charge to the customer. This is

contingent on the phone not having any liquid damage or other abuse.

One of our representatives will be in contact with the customer shortly to assist with setting up the courtesy repair.

Consumer

Response:

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

Sincerely,

Review: I purchased a Sony HDR-AS50/B action camera on [redacted], only to find the image quality is horrendous, especially in low light. My experience with the image quality does not correspond with that of other reviewer's, and would make me think my unit is defective.Desired Settlement: Since I'm outside the US or Canada I can't return to [redacted], I contacted Sony about the issue, asking for an exchange in Europe, which they said was not possible. I would now like to ask that they allow me a return at their expense, for a full refund,

Business

Response:

Dear Dispute Resolution Services: Sony attempted to contact the customer today via phone but it was directed to his voice mail. Sony sent the customer an email instead and the content of the message is below: "Hi [redacted], We received the complaint you forwarded to Revdex.com. Sony completely understands that you’re having an issue with your Sony Camcorder ([redacted]) and we apologize for the inconvenience this issue has caused you. Please be advised that the warranty of your camera only applies in the US as the product was purchase directly in the US, which only has a coverage for repair. You may ship your unit to the Sony Service Center in the United States for In Warranty service and you will be responsible for all charges incurred in shipping the product to the service center. We must have a U.S. address to return your product back to you. In addition, you will be responsible for any duties, taxes/fees, or, you may have the unit repaired in the country where you are, at your expense. Should you prefer to repair the product in the country where you are, you may contact this number [redacted] for further information and the hours of operations are from Mon-Fri 8:00-18:00 Central European Time. Sincerely, Grace Sony National Customer Relations" Sony is currently waiting for the customers response. Thanks, Joe B[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:

Thank you for coming back to me with your response. Please see the attached image and advise me whether this is the expected quality from this model at dusk. The quality of video shot with this camera equals to VGA cameras in poor to medium lighting conditions, and even during daylight there are serious, although less visible problems with the image quality.

Review: The flash Sony has made is Defective and will not work as advertised. They have continually tried to advertise this as a pro flash. This flash will not work. It simply fails, it overheats in any situation. The flash model is HVL-f60mDesired Settlement: I have contacted sony support 4 separate times. I have tried forum support from other users. Nothing works. I purchased another flash from a competitor for 70 dollars. The HVL-f60 costs 560. I used the competitors flash on the same camera, with flawless results for a full day. The Sony flash is known to overheat in 20 pictures. no flash should over heat in 20 pictures. I have asked for management to call and solve the issue all 4 times with sony. All 4 times they have failed to even attempt to fix or replace this flash. There is no excuse for this type of blatant abuse of the customer. My number is [redacted] happy to hear from them.

Business

Response:

Sony File [redacted]:

This is to advise that a Sony rep will be contacting customer offering to buy back his HVFL60M for market price of $549.99. His flash was part of a camera bundle price. Since the flash unit is at the [redacted] repair center, the check can be processed as soon a customer approves. The check process will be approximately one and one half weeks. Thanks, [redacted]

Review: I subscribe to emails through sony rewards as I buy things I earn points to trade in for more merchandise I received an email from them allowing me to earn extra point twice I had major issues with the ad and pricing first time I tried to buy a PlayStation tv it stated I would receive 10,000 points when I tried to check out the points dropped to 1,500 points I fought with them over a month with photographic evidence and multiple contacts finally they agreed to give me the points but still have not shipped the product which I had to make new contact for that now I go in the same email and try to order a control and it was priced 39.99 I go to check out and the price jumps to 59.99 I just spent the last month trying to order this at the price they show it I also took photos of this as well and sent them in an email multiple contacts and no help they told me they wouldn't do anything so here I am writing to someone that will listenDesired Settlement: I would like the control for the 39.99 with the 1,500 points as it w as s shown since the email expired on 9/*/15 because Sony waited to tell me they wouldn't help until after that and the case was open before

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony REWARDS issue. Sony has contacted the customer and connected the call to Rewards department to address his issue. We shall be monitoring this case and make sure that the customer will be provided whatever assistance is necessary.Sincerely,Jim C[redacted]

Review: I purchased my Sony Vaio laptop computer new. Less than a year after I had it the screen would start to "freeze" if I rested my hands on the computer to type. I had to be very careful with it to keep it going or else it would do this. I was completing a degree and needed the computer daily for class work and for my business, so I couldn't send it in for repair. Once I was complete with my classes I paid Sony $200 for the repair of the computer. The Sony event ID number is [redacted]. Sony said that the hard drive needed to be reimaged. I questioned them, as I told them that the computer had a problem only when I rested my hands on the keyboard or picked the computer up, but they said there was nothing wrong with it. Sony shipped it back on 6-**-13. By February of 2014 the computer was doing the same thing again. I talked with Sony again and they agreed after a long discussion they agreed to take the computer back and check it out at no charge. They took the entire 10 day period this time and I had to call them to find out what they had found with it. They told me that the hand rest were defective and needed to be replaced. It was going to cost $200 once again to repair it. I insisted with Sony again that I paid to repair this once and they didn't do it right, their reply was that it was out of the 90 day warranty. Sony did agree to only charge me half the price, I paid $102.82 for that repair. I got the computer back again, it has worked until September 2014. I called Sony again and also sent an email insisting that again they did not repair the unit properly. Their email states that my computer is too far out of warranty and there is nothing they can do for me. I feel that Sony isn't listening and isn't concerned about what they have done or failed to do. They simply do not care. I paid about $550 for this computer and I have paid Sony a little over $300 for repairs, the same repairs twice and now in need of a third repair, which they told me would run about $200 again.Desired Settlement: The computer in question has performed poorly from almost the start. I have no confidence that they can repair it and have it last for much longer than their warranty period. With their attitude the way it is and refusing to listen I think they should replace the 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 VPCEB32FM/WI.

The time period for the limited warranty that accompanied the product at original purchase has expired 3 years ago, thus Sony will not be able to honor the customer’s request. We provided him a one time accommodation for the repair made last March **, 2014 with the amount of $205.99, we cover the 50% repair cost ( $102.99 ). Warranty for repair is 90 days, according to his files, there were no instances that he called in during the warranty period stating that he is having this problem stated in his complaint. The very first contact he made was dated 6/**/2013 4:32:20 PM.

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 agree that I didn't send the computer in before the warranty period was over. I did send it in and pay about $200 to have it repaired the first time. It lasted a few months and then the same problem occurred. I sent it the second time and you did repair it for half price. It lasted again until it was out of warranty and now it is for the THIRD time doing the same thing again. I don't think it is fair of you to say it is out of warranty and it is still doing the same thing. It seems like it was not repaired properly the first time, and now I get to pay yet again for Sony to try and repair it yet again (a third time). I have paid Sony twice for the same repair and yet again the same thing and you want me to pay yet again. If your track record holds, I will get it back and it will work yet again until it is out of your warranty and it will do the same thing again. This isn't fair of you to want to be paid a third time when you've not really repaired the computer once.

Attached is a picture of the screen and what the computer does. It has done this both times the computer was sent in to Sony.

I am not trying to get something for nothing here. I bought this computer like I purchased my wife and two daughters Vaios. The performance of this computer has not been good and though you've tried to repair it twice you haven't been successful much beyond your warranty period. It should last longer than that. I don't abuse it, in fact the computer hardly ever leaves it's one place. I ask you again to please reconsider your position 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 his Vaio Notebook VPCEB32FM/WI. The customer already returned our call, it was determinded that the unit requires repair and the customer was referred to [redacted] for Depot service. Out of warranty charges will apply for this repair.

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] Sony has failed to stand behind their product repair. Their only response is that the computer is out of warranty. They have not addressed their failure in two attempts in repairing the computer anything other than "it is out of warranty". I attempted to call [redacted] yesterday when I received the email with the Sony response. I got Sony Customer Service and they were not able to connect me to Jackie or give me a phone number where I can call and talk with her directly. Sony has done nothing to show anything about standing behind what they do.

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

Sincerely,

Review: I have been working with Sony service repair center for a month and half. Last known contact was to send them a video of the screen issue. I bought this TV at a Sony store in [redacted] for $1800 this Jan, and it turn itself off and on and it change brightness by itself. I had also bought another XBR, 7 years ago with Sony not one issue. But with this TV just 6 months is having all kind of issues. I have been waiting for there response for a while now and no one seems to contact me. I am a Sony fan and has but a TV only 6 months old and with bad service response I am force to make this complain. I have send multiple e-mail to sony customer service with no response.

My case number with Sony is [redacted]Desired Settlement: Refund- I really don't trust Sony anymore. if this TV fails in less than 6 months, how could I trust that a replacement TV will last me more than another year. and to pay $1800.00 for a TV less than a year is totally not worth it for me, and it doesn't make sense for anyone to purchase a TV and only last less than 6 months.

I was going to just ask them to exchange but with the really bad warranty service, I want my refund.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] regarding the Sony KDL60R550A. Sony has contacted the customer and agreed to have the unit replaced with a refurbished one with a 2-year warranty.

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

Consumer

Response:

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

Sony did offer me the solution of replacement, but to date I haven't received the replacement TV. They told me 5-7 business days and than when I call just yesterday they told me 7-10 business, that is why I didn't respond to the request.

I am hoping they could deliver the replacement TV soon, the TV is going from bad to worst, sometime it doesn't even turn on now.

Thank you,

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

Sincerely,

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from Endeavour Shen regarding his KDL60R550A. Sony already sent the 2 year warranty confirmation to his email. Sony also contacted the customer to inform that the warranty will start from the date unit was delivered.

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.

the date it was delivered was confirm by the rep as of 08/**/14

Sincerely,

Review: I purchased a Sony stereo receiver model STRDN840 on Jan ** directly from the Sony Store. Order number is [redacted]. Around 6/*/14 is quit working. I then went on the website and selected a local Sony authorized repair facility and drove 1.5 hours to take the unit for warrenty repair. The repair facility then called a week later and said the unit was ready to pick up. I assumed it was repaired. I drove another 1.5 hours and the unit was not fixed, they said Sony told them not to fix and I had to send to the sony facility in Texas. So I spent 3 hours driving and still did not have my unit fixed. So I shipped the unit to Texas on 6/**. The unit sat at texas for 6 weeks waiting on a backordered part. I have had many conversations and made multiple requests to either ship me a new unit or refund my money. Finally Sony agreed to refund my money as the repair was taking forever. That is what we agreed to. I spoke with [redacted] in customer relations a ###-###-#### That phone number no longer works and I have not way to talk to customer relations anymore which is also very frustrating. I called another number on 9/*/14 and requested a call back from customer relations but never got a call. Sony has the worst customer service I have every dealt with. Eventually Sony did ship a refurbished unit to me that I do not want. I want my refund. I will ship back the unit they shipped meDesired Settlement: I simply want my refund that was agreed to. Amount is 508.24 Then Sony can pay to have the replacement unit sent back

Business

Response:

RE: [redacted], Case: [redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Home Receiver -STRDN840. Sony has contacted the customer and [redacted] accepted the buyback offer for $508.24. It was authorized on 9/**/14 and takes 4-6 weeks to receive the check refund. Sony considers this case resolved.

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

Review: The camera, DSCWX80 that I purchased in August 2013 stopped working on 7/**/2014 while I was taking a video. The lens stayed popped out even when the power was off.

I called Sony customer service and sent the unit to the repair center in [redacted] as it was still under 1-year manufacturer's warranty.

On 8/**/2014, I received an email from [redacted] from The Sony Repair Services Response Team saying that the warranty will not cover the repair because the camera was physically damaged.

Since the camera has been carefully used and it has never been dropped nor physically abused/misused, I sent an email back to Sony asking for more details on their assessment and also asked why they believe the camera has suffered physical damage.

After my inquiry, I received an email from Sony on 9/*/2014 stating that the camera had been fixed. See the statement below:

"Event ID: [redacted] Work order/Service Notification Number: [redacted] Dear Sony Customer:

Sony is contacting you regarding the following unit received by our Service Center for repair:

Model: DSCWX80/W

The repair of your unit has been completed by our technician and it is being shipped back to you. The Fedex Tracking Number is N/A. Please go to the Fedex site to check on its delivery status at [redacted]. "

On 9/*/2014, I received the camera back and found that the camera in fact wasn't fixed. The lens was still popped out as same as it was originally sent to Sony.

Model: DSCWX80/W Serial: [redacted] Repair Event ID: [redacted] Work Order Number: [redacted]Desired Settlement: I'd like to know why the camera wasn't fixed where they said it was. If it was because of the physical damage as they claimed initially, I'd like to have more information on the damage and how it was related to the actual problem because the camera had only a few minor scratches and was in a good condition.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding Sony Cyber-shot Digital Still Camera . We contacted the customer already and explained that there were physical damage found on the unit. Physical damage outside that have affected the internal parts. The fact that the lens of the camera was not moving and pop out logically explain that something was wrong inside the unit. Sony will stand by technicians findings.

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]

Sony needs provide sufficient evidence that the camera suffered from a physical damage. Sony can't reject the warranty repair by simply saying there was a physical damage. If there was any physical damage, I want them to explain in detail how it's related to the problem. Scratches and missing cap didn't cause the problem as it's been working fine for a year.

I am very disappointed in the way Sony handled their warranty repair and will not advise anyone to buy from Sony

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

Sincerely,

My initial request to Sony was provide sufficient evidence that the camera suffered from a physical damage. As I mentioned in my previous message, the camera was handled with care has only minor scratches and a missing cap (which has no electrical wire, it's just a cover for the USB port). Sony can't reject the warranty repair by simply saying there was a physical damage. If there was any physical damage, I want them to explain in detail how it's related to the problem.

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

Review: Hello-

In June of 2011 I got the Sony BRAVIA [redacted] 55-Inch 1080p 3D LED HDTV, Black (2011 Model) and paid 1888.00 + got a 5 year extended warranty making the total after tax over $2100.00. Since I received my TV in 2011 I have had nothing but problems. Soon after I reported that the TV would turn on and off by it self. Soon after Sony sent out a repair company to replace pieces of my tv attempting to fix the problem. This went on with 4 visits from the TV repair man made over the course of the last 26 months. But still to this day my TV still turns on and off by itself. At this last visit the repair man told me he had replaced everything in the tv he could with out replaces the screen so he was going to be in a request for a new screen. About a week later I get a call from Sony saying it is for cost effective for them to just replace the TV with a model like it or buy it back. Which to me at the time sounded like a good plan until I heard the details. I called them today 11.**.13 and was on hold for an hour and 15 minutes to find our basic information which no one could communicate with me. The lady on the phone told me that Sony has made a decision about my TV. She explained to me that in the course of the last 2 years and 4 TV repair visits that Sony has but 1100.00 dollars into repairs of my TV (which they STILL can't fix) and that they are going to send me a check of 780 dollars (the around was around there) for a buy out of my TV and walk away from the issue. They are going to leave me with a check of 780 dollars (about) and a TV that turns on and off by it self even though I paid 2100.00 for this TV and had a 5 year warranty. I asked the person on the phone how does it pay to my a consumer of Sony products when they won't even fix their default products. She said at this time there was nothing more that could be done and I would be hearing from them within the next week. I also have the last 4 emails from the TV repair place to attach too. So please let me know when I can email you these forms.Desired Settlement: What I would like Sony to do is send me a check for the FULL amount I paid for the TV. I don't believe it is fair to leave me with a broken TV that they can't fix and a check for $700 which wouldn't even replace the TV if I wanted too. And I want get a working TV because that is what I paid for or at least be compensated correctly for I can replace the TV on my own and go to another brand.

Business

Response:

November

[redacted], 2013

Review: SONY REFUSES CUSTOMER REFUND FOR DEFECTIVE HEADPHONES.

I was told by [redacted] that the SONY manufacturer offers a full one year warranty on defective products. When I called SONY on 12/**/2014 the customer service representative could not help me. He offered to have someone call me back but there was still no quarantine SONY would give me my refund.I am willing to return the defective head phones to SONY but they have to pay for the shipping.They can send me a [redacted] shipping label with my full $16 refund.Desired Settlement: I want a full $16.00 refund for the defective SONY head phones.I am still willing to return the defective headphones to SONY but they have to pay for the shipping. They can send me a [redacted] shipping label with my full $16. refund.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Head Phones.We would like to help the customer with this issue, however we don't have enough information on this complaint. The customer may email us directly at [redacted] or contact our support at ###-###-####, we advise he use the event number [redacted] for reference. We hope to hear from the customer soon. Sincerely, [redacted]

Review: I purchased a Xav601bt from [redacted], Recently my android samsung cell phone updated operating system rendering the connection with stereo impossible. Checking with sony they laid responsibility of the connection issue on Samsung. So dead end there as why would samsung be concerned if their product makes sony customers happy????? So I researched the compatible xanv100t tom tom navigation module so I could at least have navigation through the stereo which was a advertised accessory available, only to find out the module was discontinued 6 months after release with no backwards compatibilty with the replacement xavn300t navigation module. In short im stuck with a stereo that wont connect to my phone as advertised, or even have navigation, even with buying a add on if it was available, which it isnt. I now have a overpriced am/fm cd player that is supposed to be a high tech mirrorlink, navigation do it all unit with every feature know to man. It wont even connect to iphone anymore if I had one, as its updated beyond compatibilty with this stereo with no response from sony. I understand technology ages but this unit doesnt even offer the advertised tom tom navigation add on module as sony discontinued it about 6 months after releasing the stereo line. If this is standard business practice for Sony, this will be the last of their products I purchase and will advise anyone I know and as many forums and review sites as I can locate to steer clear as well.Desired Settlement: I would like exchange for a comparable unit that actually does what is advertised it is capable of. Or a refund of the purchase so I can find a different stereo that meets my needs.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the XAV601BT car stereo. Sony has contacted the customer and was told to fax a copy of the sales receipt so we can check possible buyback on the customers unit due to incompatibility between Car stereo and his Samsung cellphone. The customer agreed to do so.

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

Review: I bought a DSLR-A200 camera in 2009($700.00),the flash will not come on..I contacted Sony on11/**/15...but no one has been able to help..they were supposed to let me know where to send my camera for repairs,but nothing has been done..I have been trying To contact cust service many times,to no avail!I have since sent my camera for repairs to CAMERA WORKS in DURHAM,NC,but the owner of shop just told me that Sony is not sending him the part needed to fix my camera!I now have a $700.00 camera,a $400.00 zoom lense I purchased last year ,and a camera whose built in flash will NOT come on any longer as of last month!!!and SONY will not help me!This is outrageous...

thank you for your help in resolving this matter [redacted]Desired Settlement: I want sony to send the necessary part to Camera Works at [redacted]

their business ####-###-####

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Camera. Sony was contacted via email and was advised to contact the Sony's parts and accessories team (Encompass) to check for the part availability. The customer was also advised that if it is not available, we can send her a prepaid shipping label so she can send the product in to Sony’s authorized service center - Precision Camera. It was also explained that since this is an out of warranty repair, the cost of the repair will be the customer's responsibility. Thanks,

Jim C[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: The over all picture quality is good. My biggest complaints are when playing video games (PS4) there is a lot of lag. Also after just 4 months of having this TV my HDMI 1 port went out. Called Sony to get it repaired and the part is on back order,so they wanted to replace the TV with a 32 inch 1080p TV. Only after I said no because my TV is 65 inches and 4K,they said they would replace it with the same TV but it is going to be refurbished. Plus Sony wants to hold me accountable and charge my credit card if the delivery company does not send back the TV, I will have to pay it my self. After already paying 7000.00 cash for the TV. This is stupid that I am having to jump through so many hoops to just get the TV fixed.Desired Settlement: I feel that because the TV is only 4 months old I should get a new TV,also because this is a known issue with this TV and the HDMI ports going out. I don't really know what I want because part of me wants it all refunded and I will just go buy a different brand or they can replace it with a brand new one I feel if I have to be giving A used TV the least they could do is give me and upgrade to the next size up.

Consumer

Response:

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

Sincerely,

Review: On October *, 2013, I pre-ordered a Exclusive Fan Edition [redacted] with my name printed in the cd booklet. Between the time of the pre-order and the date (November **, 2013) I received an email from them cancelling my order and to contact them immediately, I had a security issue with my credit card and the credit card company changed my account number. It was more than a month, so it slipped my mind that My Play Direct (Sony Music) had the old credit card number. I used the link provided in the email and explained the situation and for them to contact me for my new card number. I received an auto-response stating they received my email and it would take several days to respond. There is no telephone number listed and the only way to communicate is through email. On November **, 2013, I still did not hear from them, so I sent another email, and still no response. The [redacted] was released today, November **, 2013 and as a fan I have no cd, no custom cd booklet.....nothing. Why say contact us immediately and then not respond? I don't know how they run a business like that. I couldn't believe they were part of Sony Music when I made this complaint. I think the artists they represent should be notified of how they treat fans.Desired Settlement: I expect an apology, delivery of my custom cd with my name in the booklet, and it to be received complimentary for my trouble, my disappointment and their lack of service. This is my first and last transaction with this company. Thank you.

Business

Response:

We have received the customer complaint and will research the this escalated issue HS#[redacted].

ORDER ID: [redacted]

Your payment did not go through. Please place a new order or contact customer service.

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.

On November **, 2013, a representative from [redacted] (Sony Music) telephoned me and resolved the issue. They are sending me the [redacted] Exclusive Fan Edition CD free of charge. They sent me an email confirming the order.

Thank for your help in this matter.

Sincerely,

Review: I purchase laptop from sony with extended warranty for 3 years, in any case if sony able to repair they suppose replace my laptop.

My laptop has liquid damage, sony asked me to drop my laptop to [redacted] for to repair, after a month [redacted] said my laptop is not repairble and contact sony.

when I contact sony they saying will not replace my laptop but offering me settlement amout which I do not agree, and we been emailing back and forth but there is no resolution as of now.Desired Settlement: the amount I paid for extended warranty and the amount I paid for the laptop. which appr $1000, I do have bill and I can provide all the details

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. We already talked to the customer, we already explained to the customer the reason why the remaining value on his Sony Service Plan is now $460.00 . The warranty was used on 5/**/2014 under Work Order Number: [redacted] Claim No: [redacted] where in the hinges on the unit broke. The customer does not accept our offer. This will be Sony’s final offer to the customer. He may reach our support anytime at ###-###-#### with the reference number [redacted].Sincerely,[redacted]

Review: Dears at Revdex.com,

I would like to file a claim regarding to my very bad experience with Sony.com. I purchased my Sony Xperia ZL last year and after using it for a couple of months I sent it to the company due to some defect on the internal microphone. It took more than month until they decided to replace it with a brand new phone. I received it on March 2014 and I didn't open it until June because I already purchased a new phone. When I used the new phone that they sent, I realized that there is an issue with the network signals. I called them and they asked me to do all updates which did not work fixing the issue, so they asked me to send it again. I send it to their service center on 6/**/14 and here is the confirmation number and the email I received from them:

Sony Xperia RMA/Order Info ([redacted])

Add to contacts

6/**/2014

Photos

To: [redacted]

Thank you for contacting Sony Xperia™ Online Support.

[redacted] Please do not respond to this email. This email address is not monitored for replies. [redacted]

Thank you for contacting Sony Xperia™ Support.

This is a Return Authorization confirmation for RMA number [redacted].

The Order was created on: 6/**/14

Please include a printout of this email with your product when you return it to the address listed below.

Before shipping your product, please make sure you remove any removable or customized accessories, such as:

- battery cover (if removable)

- battery (if removable)

- SIM card

- SIM card adapters

- removable front faceplates (if your phone has this option - refer to User Guide)

- wrist straps/belt hooks (if applicable)

- memory stick or microSD card (if applicable)

Return of these extra items cannot be guaranteed. Please store these items in a safe place during your phone's repair so that they may be replaced on the phone when it is returned to you. Any SIM cards or memory cards received will be destroyed as a security precaution.

Please include a copy of your proof of purchase when shipping your phone for repair, if directed by your Customer Service Representative.

To ensure that there is no shipping damage, we recommend that you pack your phone in bubble pack and then place it in a sturdy corrugated, crush-proof box for shipping. Shipping damage could void the warranty.

Make sure you send your product via a method that is traceable. i.e. [redacted] as Sony Mobile is not responsible for lost or damaged packages while in transit.

For all shipping methods we recommend you purchase insurance to cover the value of the device shipped.

We strongly recommend that you not use the [redacted] unless you purchase Delivery Confirmation and Signature Confirmation options. If you ship using [redacted] without both of these options, and we cannot confirm who signed for your package, Sony Mobile will not be responsible for lost or mis-delivered packages.

On the outside of the box, clearly print your return shipping address and the return authorization number [redacted].

If you are sending a phone, ship the package to:

Sony Laredo Logistics Center

Suite [redacted] If you are sending an accessory,ship the package to:

Sony Laredo Logistics Center

Suite [redacted] A fully functioning phone/accessory should be returned to you within 14 business days after it is received at our facility. Please understand that the time frame above is only an estimate.

The phone will be returned to:

[redacted] Phone: [redacted]

Please make any corrections to the shipping address on the printed copy of this email and include in the box with your phone. Should physical or liquid damage be identified, the warranty is void and a Customer Representative will attempt to contact you. If we are unable to contact you, we will return the phone un-repaired. Please note this Return Authorization is valid for 30-days, meaning you must ship your phone to us within this time period. If you have any questions please call us at ###-###-####.

Thank you,

Sony Xperia™ Repair

I emailed the customer service on 8/**/14 asking about my phone and here is what they replied: [redacted])

Add to contacts

8/**/2014

To: [redacted]

Dear [redacted],

Thank you for contacting Sony Xperia™ Online Support.

We're really sorry for the inconveniences you're experiencing to have you phone back. According to our shipping reports, your unit has been out of our repair facility since July [redacted], however, according to the tracking number of your order [redacted], there was already a delivery attempt to your hands but apparently, there's an error with your physical address. Therefore, the shipping company had to take the appropriate actions on the case, and send the phone back to our repair facility.

This is the physical address we have from you on our file: [redacted] Please, call tou our phone line support with the number below, provide them with this Service Request number [redacted], for us to take the appropriate actions and place an escalation on your case for you to receive your phone as soon as is possible. Our apologies for the inconveniences this may have caused you.

As part of Sony Mobile's commitment to excellent customer service, we offer a wide variety of mobile products to suit your lifestyle. If you require more information, or have any other questions, please visit [redacted] or call us at ###-###-####.

Kind Regards,

Sony Xperia US Customer Services

The request

Contact Us | Legal

Copyright © 2012 Sony Mobile Communications AB. All rights reserved

Sony Mobile - Make Believe

Knowing that the address given to them to return my phone (as indicated in their confirmation email above) was:

[redacted] US

Phone: [redacted]

I also called on 8/**/14 regarding my phone and they said it needs a week to get your phone. I waited a week and did not receive anything from them. Called again and they said the same thing. Today is 10/**/14 and I just called them and they said his supervisor sent several messages to another department I guess to figure out where is my phone. I asked to talk with the supervisor and he put me on hold for a long time until the call was disconnected.

It's not accepted at all to treat customers like that. I spent around $640 but I got nothing. In every service I have to wait months to get my phone. Right know I don't want the phone anymore, I need to get my money back since the company does not care at all about its customers.

Best

[redacted]Desired Settlement: I need my money back

Business

Response:

We are very sorry for the delays in returning the customer's phone back to him. During the repair, there were 4 address changes to his account that were called in or emailed to our contact center by the customer. This resulted in the phone being shipped to an incorrect address and then returned back to our CC. The address noted in the Revdex.com complaint is a 5th version that Sony has not seen before. We ask that the customer respond to this Revdex.com complaint by calling our contact center at [redacted] and provide us with his updated address so we can return his phone to him. We also ask he reference [redacted] when he calls.

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 kept my phone for 5 months without reasonable reasons. No one has contacted me in regard to my phone and they sent the phone to wrong address and after that the phone still in repair center despite my several calls. I called them since last August to get my phone but they said will do escalation for the order. I updated my current address and they said here I didn't which is not correct (I ask to reveal the call records). Since they didn't provide accurate information here in front of you, I don't trust this company anymore and I want a full refund. Thank you

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 challenge Sony Company to provide me with the four addresses that I provided in regard to repairing my phone. I'm surprised how they completely ignored the complaint and even provided incorrect information here without any respect to their customers. First, the address given to them when I sent the phone was only ONE "As shown in the confirmation email from SONY: "A fully functioning phone/accessory should be returned to you within 14 business days after it is received at our facility. Please understand that the time frame above is only an estimate.The phone will be returned to:[redacted]Phone: [redacted]" But instead (this is an email by their customer service after I emailed them asking about my phone, they sent it to This address: Therefore, the shipping company had to take the appropriate actions on the case, and send the phone back to our repair facility.This is the physical address we have from you on our file:[redacted]So it's Sony's fault to send the phone to a WRONG address. I have the emails from Sony confirming that they will send the phone to [redacted]Phone: [redacted]" but they sent to [redacted] However, after that I haven't seen the phone ever since the last email in August. after that, I called several times and they said the same thing "will escalate the order". Second and by the way: I called on 10-**-14 and I provided my new address to the representative "[redacted] and she said the same thing I will escalate the order, so I request Revdex.com to ask Sony to reveal all my call records in order to see WHO is causing this issue since they claimed that I didn't update my address. They sent the phone to a wrong address in last June, then what!!! I emailed them and called them waiting to get my phone back "three months" but they haven't sent it yet!!!! During the three months I called several times asking for my phone and they said escalation escalation. This is what I got. So please don't justify your company's failure and put it on my shoulder. I ask Revdex.com to ask Sony to reveal my call records to see who is responsible for such delay. I attached all emails between me and this company in the original email and I'll attach it again. Revdex.com my phone has been in their company for 5 months and they refuse to get it back or Don't know how to send it back. Check my call records and emails and you'll understand that Sony failed to meet its promises. Another thing, I haven't received any call from them EVER so it's not acceptable to just say sorry for the delay and please call this number. It's Sony's fault because it doesn't even know how to manage to return a phone or even contact its customer. I'll not accept the delay and I need my money back since the company has the phone for 5 months (the phone model became old) and not worth the same price. So I need my money back. I found the original purchase receipt from Sony.com and still have it. I didn't expect such answer by putting the blame on the address change. This is not a professional and acceptable answer from a company operates in the U.S. You have to respect your customers and admit and correct your faults instead of blaming your customers. I ask Revdex.com please to intervene in this issue and investigate all my call records because I'll not accept getting only the phone after 5 months. I need my money back and I'll not tolerate with a company treats me like that. In order for the Revdex.com to appropriately process your response, you MUST answer the question above. Sincerely, [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:

As I said before, I provided only one address in regard to repairing this phone but Sony sent it to another one. So it's there mistake not mine. Another thing what Sony does with a phone for 6 months? I provided my address since 8-**-14 and until I moved on 10-*-1 to my new address. I called several times and they said escalation!!! and by the way I provided my current address to Sony on 10-**-14 and they said the same thing escalation. So please do NOT pretend you respect the law when you said "privacy privacy" or respect anything because you don't respect your customers at all. I ask Revdex.com to intervene in this case I have all evidence that its Sony's fault and I ask Revdex.com to make Sony reveal all my call records to prove that. The company answer is not acceptable at all!! 6 months to get the phone back why?

[Your Answer Here]

It's Sony's fault and I will not accept their ways of treating me like that. I ask Revdex.com to investigate in this case to protect my rights that were stolen from this company. I will not accept their rude answer and I challenge again to prove the Four addresses that I provided in regard to repairing this phone. It's only one address given in this case and when they sent wrong and went back to their service center I asked them to send it to my original address, that is it. But the company couldn't find my phone and they keep saying escalation escalation. Anyway their response is not acceptable at all.

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

Sincerely,

Business

Response:

Hi: The consumer was shipped a replacement phone on [redacted] tracking # [redacted] Package was signed for on 11/**/14 by "[redacted]". Please close this complaint.

Review: I ordered an AC/DC music bundle (LP and Blue Ray DVD) from Sony (via AC/DC website). They never sent the LP and I've been waiting for it since April. I've inquired numerous times over the past 5 months (via email and have the entire thread if needed) about a ship date and every exchange is we don;t have a date, but we'll get back to you and they never do. I finally was tired of the delays and no dates for shipping and asked for a refund. They said no problem, but I've been waiting on that since 7/**. Every time I ask where my refund is they give me excuses that it's not their dept and they have expedited it, but nothing ever happens. I've asked to have a Mgr call me and they say they can't do that. I'm tired of the excuses for doing a simple refund that they said they would process. Here are some details if needed regarding the order: Order ID: [redacted] Store: [redacted] Country: [redacted] Even though owned by Sony they seem to have their own website (diff from what is listed for Sony in this Revdex.com form) - [redacted] Thank you [redacted]Desired Settlement: I want my credit card refunded immediately. I preferred the missing LP, but after 5 months of no dates and jerking me around I want 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 Product (Product). The customer’s complaint was forwarded to Sony Music or MyPlayDirect. Sony music will contact the customer to resolve this issue.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: Purchased Sony Xperia Z3 phone on Oct [redacted]. Nov. [redacted] phone broke. Sent out on Nov [redacted] and confirmation of delivery Nov [redacted]. No contact for 14 business days. Called company to find out what the delay was and was told that they were waiting for a part to come in. A week later, same story. Have been told multiple times that the issue has been escalated. Talked with customer service representative stating that I would need to call and speak with supervisor, however, there was no supervisor available. I had to pay phone bill for a month of no service and for cost of phone.Desired Settlement: I want the phone that I ordered repaired and store credit for having been without a phone for almost 30 days. I find it highly unacceptable practice that these repairs take so long and that they don't seem to have a part that is very crucial, as it would seem, in repairing any product. The complete lack of communication on part of Sony Xperia Support regarding the matter is also unacceptable. More communication is greatly needed regarding matters such as these.

Consumer

Response:

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

Sincerely,

Review: On 11/**/13, I bought a Sony Vaio SVT11213CXB from Best Buy in [redacted]. Within 2 months, the remote keyboard stopped working. I called Sony support and was sent a new keyboard on 02/**/14. The second keyboard also did not work. Sony authorized sending the computer to their repair facility on 02/**/14. Following the repair, the keyboard worked. In March, the computer stopped connecting to the internet. I contacted Sony support, and after a lengthy troubleshooting session, I was sent a Recovery DVD to reinstall the operating system (Windows 8) on 04/**/2014. I was not able to run the recovery disk because my external DVD drive would not connect to the computer. I was authorized for a second repair on 05/**/14. The computer was returned from the repair facility on 05/**/14. I noted several damages that had been sustained during the repair session -- a chipped screen, several scratches to the housing, bent housing. I contacted Sony support and was asked to forward photos of the damage to Sony via email. (I was also advised by the support representative to send the email several times to be sure that it was received.) Within two hours of delivery of the computer, I had taken the photos and sent them (several times) to the email address provided. I originally bought the computer to use for work projects while at home. In the six months since buying the computer between repairs and it not working, I have been able to successfully use it for perhaps two of those months. The work that I was able to do on the computer and not ablet to save was lost when the hard drive was reimaged during the second repair. I could not transfer that work via cloud or any external drives because the computer could not connect to either.Desired Settlement: I would like a refund for the original purchase price of the computer ($795.99). Because of the operational issues I have experienced in the last six months, I have no reason to believe that once the warranty period is over, the computer will work any better than it has. The fact that, although the computer is new, any damages to the unit were sustained while it was being repaired. The customer service I've received has not resulted in any solutions to the issues I've encountered. In some instances, I have been on the phone for up to 2 hours without resolution. I have not received a reply to the latest email; however, based on the ongoing problems and damages incurred, I can't see any reason to continue with this computer nor would I want a replacement of the same model.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVT11213CXB. We spoke with the customer on May **, 2014. We contacted and spoke with customer on May **, 2014 to discuss the issue. We have requested the him 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 ###-###-####.