Sony Corporation of America

Review: I purchased 60 inch sony tv in july 2006. After the extended warrenty ended in 2011 [which I had purchased] we noticed problems with the tv. The screen was green .We tried trouble shooting ourselves which did not work.A local tv repair person changed the bulb which did not make a difference. We stopped using this tv and used others We had purchased the tv from 'circuit city' which went out of bussiness approximately 3 year after our purchase ,at that time they told us that for our extended warranty we would have to go to sony..The tv was registered with them .We have had the same address , telephone numbers and email address.This morning we had a tv cosultant from Best Buy store come to look and advise us if our exsisting sound system with work with a new tv we were interested in purchasing from their store.This person immediately informed us that the model of our sony tv was in a class action suit because the tvs were defective and since the repair cost was high sony provided the cutomers with replacement tv. He advised us to call sony customer service at [redacted] .I talked to three different levels of people, the highest being their National customer relation agent [they are located in [redacted] would not give me the refrence number for complaint]All of them said that sony had posted about the problem on sony website and notified the authorized repair shops .They did not notify the registered buyers because not everyone had a problem They said the program where they provided replacment tv ended in april 2013 . They said it was my responsibility to contact them .What they don't understand is that Iwas not made aware that they are taking care of the problem and that there was a class action suit .They offered me 15% discount if I purchase a sony tv on line from them. I refused that ,told them I cannot buy tv without looking at it and installation would be a issue.Desired Settlement: They need to offer me the same service/replacement/repair that they offered others. Ifeel the whole purpose of registering is that if the company becomes aware of any issues or there is extension of warrenty[ which they said there was to end in april2013] they would be able to notify. They failed to notify

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television model KDSR60XBR1. We contacted this customer on April **, 2014 and offered a replacement with discount since the unit is already outside the warranty. On the same day, the customer called back to refuse Sony’s offer.

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]The offer they made was to purchase another sony tv on line with a 15% discount which is the same which they had offered before I filed the complaint with Revdex.com. As I mentioned in my complaint my Tv was registered with Sony ,they failed to notify me of the extension of warrenty. They did not offer me replacement tv I am not interested in selecting a TV on line from Sony website unless it is a free replacement. When Circuit City went out of buisness Sony assumed responsibility for people who had purchased the 5 year extended warranty . We paid several hundered dollars for the warranty.Sony failed to do their part in notfying the registered cutomers. I hope they will resolve the issue to my satisfaction .

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDSR60XBR1. We contacted the customer again on May **, 2014 and explained that Sony will not be able to provide replacement or repair option for free. Sony acknowledges his situation and appreciates his loyalty to the brand, so he was offered a 15 discount towards a new purchase as a good will gesture from Sony. Considering the age and warranty status of the product, Sony cannot offer any other option other than what has been offered.

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] T HE ISSUE REMAINS THAT SONY SOLD A DEFECTIVE PRODUCT .CUSTOMER STATED THAT PROBLEM STARTED DURING THE PERIOD WHEN WARRANTY WAS EXTENDED BUT SHE WAS NOT MADE AWARE OF THE EXTENSION OF WARRANTY .SONY HAS NOT ANSWERED THE QUESTION WHAT IS THE PURPOSE OF REGISTERING IF THEY DON'T USE IT FOR THE PURPOSE OF NOTIFYING OF DEFECTIVE PRODUCTS AND WARRANTY ISSUES .SONY NEEDS TO STAND BEHIND THEIR PRODUCTS AND THEIR NAME . SONY STATES THAT THEY HAD IT ON THEIR WEBSITE THAT THE PARTICULAR MODEL HAD PROBLEMS ,BUT HOW MANY PEOPLE WOULD CHECK SONY WEBSITE EVERYDAY ,NOT EVERYONE HAS ACESS TO COMPUTERS EITHER.THEY HAVE MAINTED THEIR POSITION THAT THEY ARE NOT RESPONSIBLE FOR THEIR ACTIONS AND MISTAKES

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

Sincerely,

Review: I have yet another defective device from Sony, I bought a $2200 TV and the remote has failed. I yet again have received poor customer service from Sony's technical support. The Agent Jonathan id C5CI does not listen to his customers. I expressed I took the batteries out and left them out of my remote for an extended period of time to resolve the issue with not luck, I also expressed that taking my batteries out and putting them back in the in the past week had resolved the issue but today it is not working. He proceeded to asking me to remove my batteries for a few seconds and put the batteries back in to see if this would resolve my issue. When I got upset and asked him to speak with a supervisor he stated they were on other calls, then that they could not take calls from front line agents, and then finally stated he had no supervisor.Desired Settlement: I wish to have this TV bought back (either provide an RMA or return shipping label and a check for the amount I purchased the TV for) so that I may purchase a different brand of TV that has better customer service and more reliable components. I purchased the TV from my local BestBuy on 11/**/2015, for a total of $2187. I feel this is far because of the continued issues with new Sony products and the continued poor customer service.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Sean Brasseal about the Sony 4K Ultra HD TV ([redacted]). Sony attempted to contact the customer on 05/**/2016 and 05/**/2016 via phone but it was directed to the his mailbox. We would like to advise the customer to call Sony at ###-###-#### and make reference of his Event ID - [redacted] to discuss his concern further. Sincerely, [redacted]

Review: Sony has failed claim # for the missing Sony Camcorder I never recieved

Model Number: HDRHC7

Product Serial Number: [redacted]Desired Settlement: Model Number: HDRHC7

Product Serial Number: [redacted]

Provide a working replacement that will play the same tapes as the above Sony Video Camcorder they lost.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony HDRHC7.

Sony tried contacting customer back 10/** and today 10/** 11:17 am Eastern standard time, no answer. We left him VM, advised him call back number and operating hours. So we can discuss the options we can provide for him.

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

[redacted].

Sincerely,

Review: I purchased a Sony Vaio L 24inch All in One desktop ( SVL24147CXB) along with an extended warranty from Sony on 8/**/13. By February 2014, the LCD screen started showing signs of banding and flickering in all modes of operation. I called SONY, and after some troubleshooting on the phone, it was decided that I would have to send in my machine to their [redacted] facility to be repaired. I was told that it would take about 10 business days before I would see the unit.

Sony received the computer on 2/**/14, and over the next few weeks, the product was on hiatus as they kept having to replace a daughter board part that was on back order. According to the site, the PC was with a technician at least 3 times as they had to keep ordering that part. It must be defective by nature. Finally, the computer was returned to me on 4/*/14, which is OVER A MONTH LATER. That is a huge departure from "10 days."

When I received the computer, I noticed that their [redacted] facility does sloppy work. My computer was sent to them in pristine, and like new condition (which it was, since the computer was only 7 months old before the LCD went bad) since I take care of my EXPENSIVE purchases. Plus, it is a desktop. It doesn't have to be moved. Back to when I received the computer, and the sloppy work. The back and top of my computer had scratches all over it. I'm guessing from whatever they used to hold it up to repair it. There was also a half ripped sticker just sloppily left there. They took no pride in repairing an expensive piece of machinery that they sold me.

Then, and here is the kicker, I notice that my computer was only showing as having 4GB or memory when it came with 8GB. I called the support number to ask about this and after troubleshooting, they wanted me to send the unit back to TEXAS, so that they could determine what was going on. In all fairness, the rep that I spoke with did try to get me a technician to my home, or to send me the RAM that was missing, bu he was not allowed any of those options. Only to send it in for repair and be without a computer for who knows how long. I asked for a [redacted] and was told that they were gone for the evening, and to call back the next day.

Frustrated, I went ahead and opened up the user replaceable memory slot, and found that the technicians at the SONY [redacted] OFFICE DO SLOPPY WORK! The memory stick was not properly inserted and thus the computer was not detecting it. It was hastily dropped in, and the casing barely screwed in correctly. Seating the memory correctly fixed the issue.

I called Sony back 2 days later and told them to cancel the repair as I had fixed the issue myself. I asked to still speak with a [redacted] due to the horrendously sloppy work and case damage done to my still new computer. I got the runaround from the customer service rep who did not want to get me a [redacted]. I got his employee ID which is [redacted] and informed him that this is unacceptable work, and it's incredible that SONY would simply shrug it off. Perhaps this is why they have lost so much business over the last decade. Shoddy work and customer service along with hostile policies.Desired Settlement: The best course of action would be an exchange to a new version of the same exact model without all the scratches, or for a technician to come to my home and refurbish this one to like new for me. Other than that, an apology and an upgrade to 16gb of ram for my troubles would be acceptable and cost effective for SONY and myself.

Oh, and for SONY to fire whoever does such sloppy work in their Texas offices. It's costing both the company and your customers both time and money. The EVENT ID number is [redacted] and if you need pictures of the scratches and shoddy work, then I will be happy to provide.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVL24147CXB. Sony had been trying to contact this customer since April **, 20144. Sony spoke finally spoke to this customer on April **, 2014 where Sony requested a copy of his receipt. Sony has received a copy of the receipt from this customer on May *, 2014 and has agreed to provide [redacted] a refund for his Sony VAIO Computer. Sony’s most recent attempt to contact [redacted] regarding the refund option of his computer was May *, 2014. We have not heard from customer to date.

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

Review: The day I received the Sony Vaio E Series youtube videos would hesitate and stutter. 1. Video games would lock up the computer for several minutes. 2. The screen would freeze on [redacted] and [redacted]. 3. The keyboard rattles as I type, feeling as if it's hollow or been placed on carelessly. 4. I can not upload photos to [redacted] without the computer crashing. 5. YouTube videos will not play without stuttering or forcing themselves out of full screen back to little screen. 6. Videos on youtube will not play video, but just a black screen until I hit refresh. I will provide links to youtube showing all these problems I am detailing.

All the problems that continue to occur makes me wonder if I was sold a refurbished computer when it was advertised as brand new? The customer service for SONY is superb. But each time I request help that's closer and closer to the expriation time on the warranty. And the problems still persist the same way they have from day one. Finally I requested information about returning the PC and I was not answered. I worry that the warranty on the laptop has expired and I will not be able to have any issues resolved.

1. YouTube example - Not Displaying Video

2. YouTube example - Stuttering video

3. Sony Vaio Locking Game Up after Task Manager

4. Sony Vaio E Series Audio Lock up, Internal Video issues

5. Another Sony Vaio Freeze Up, CTRL Alt Delete no response [redacted] 6. Sony Vaio crashing on [redacted] Photo Upload [redacted] 7. Game locked up mid game, Task Manager delay, bad music skipping [redacted]Desired Settlement: I would like a proper mailing box with packing and return postage on the package mailed to me so that I can mail the laptop back to where it needs to go. I would then like a full refund, or a brand new sony vaio of the same model as a replacement and in proper working condition. I will provide youtube links to what happens with the computer all the time. If this issue is resolved I will remove the youtube links.

1. YouTube example - Not Displaying Video

2. YouTube example - Stuttering video

3. Sony Vaio Locking Game Up after Task Manager

4. Sony Vaio E Series Audio Lock up, Internal Video issues

5. Another Sony Vaio Freeze Up, CTRL Alt Delete no response [redacted] 6. Sony Vaio crashing on [redacted] Photo Upload [redacted] 7. Game locked up mid game, Task Manager delay, bad music skipping [redacted]

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony SVE1712BCXB. Sony has contacted

the customer and offered troubleshooting but the customer has not been near the

computer. Sony's one year limited manufacturer warranty offers troubleshooting

and repair if needed but Sony will not refund the customer for the computer.

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]

I have not recieved any tech. assistance from Sony.

1. They called me and asked for my serial number. I returned the call and they did not know what I was talking about. So I had to explain this all to them. I gave them my serial number. They told me they could not help right away and for me to call back.

2. They called me back and asked for the Sony number. I called them back and gave them that number. They told me to call back.

3. They called me back and told me to fax them my buyer slip. I told them that after all this time it's hard to find the slip. It's as if they're trying to draw this process out long enough so they don't have to resolve their technical problems with their product.

I love SONY but right not if feels as if they are stringing me along since January or February when the computer first continued to display video card , and internet browsing issues. They've never offered to truly fix their computer they sold me. They always send me automatic responses that are not personal. The links they provide never fix the issue.

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 love SONY, and I hate that this particular situation has occured, but the response is not accurate. SONY has not called or emailed me in 4-5 months. I have kept all my correspondence. I made a call to their tech department back in September or October of 2013. The entire ordeal was extremely complicated and each time I called back I never had a resolution. One time the phone was even disconnected. I do not understand why this is so complicated for SONY to resolve with as big of a company as they are. All I asked for was for them to honor their warranty, send me a post marked box to mail back to them, have my Sony SVE1712BCXB repaired, and that was it. But for some reason it's been impossible for them to comply. I feel like they're waiting out the warranty time so they will not have to fix the problems with their product. I still have video evidence of each time the computer failed if I need to re-upload it. Here is a link , each video is appropriately marked SONY VAIO [redacted]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE1712BCXB. Sony has not been able to contact this customer either by phone or email. Our plan is to send the customer a box for the computer to come to our service center. The computer will be repaired under the manufacturer’s warranty as long as the unit has no physical damage.

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

Sincerely,

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

Review: Sony put a7R Full Frame Mirrorless Camera on Sale for $199 on its website on 5/**/2015, I put one order and got the confirmation email from Sony few mins after my order. Today 6/*/2015 Sony sent an email said they canceled my order due to item unavailability. Based on my research this item is still available, the only reason is Sony doesn't want to sell it at that price. If Sony doesn't want to sell it why put that price on their website, and accepted the order.Desired Settlement: Sony should honor their price on their website and deliver that camera based on the order details.

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 already contacted the customer and we explained to him as to why the order was cancelled. We sent him an email 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...⇄ Sincerely,[redacted]

Review: Frequency of repairs needed to defective Sony Vaio laptop impacting business functionality and profit.

Purchased Sony product 6 months ago to be used in Real Estate business. Product has shown defects twice since purchase. Each time the defect has been covered under warranty and product is sent to Sony for roughly one month.

The first defect (critical state of battery), Sony offered to make a reimbursement for up to $50 for a rental laptop so daily business would not be impacted. The second defect(speaker malfunction and ultimate cessation), Sony offered two options: I could pay for the replacement of the business laptop or I could do nothing at all.

Sony cares little for how their defective products effect people's lives and livelihoods.

This is what Sony thinks good customer service is: To let their customer bare the burden of Sony's defective workmanshiDesired Settlement: To receive the same treatment I was offered (reimbursement of $50 for laptop rental) during the first defects repairs due to my defective Sony product not being available for daily business use.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his complaint with Sony VAIO SVF15A18CXB. We spoke with customer today May **, 2014 and [redacted] accepted Sony's offer to reimburse the rental cost of a laptop while his original unit is being sent to Sony for service.

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

Consumer

Response:

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

Sincerely,

Review: I bought a TV one year and the half ago with a warranty of 2 years. Last month it got broken it just didn't turn on at all. I called the stored and they told me that I had to call the Sony Customer Service first. So I was on the phone with them they were telling me step by step what to do to see if we could make the TV work. but nothing work. so I called the store again and they said that they were going to replace the product that it was going to take 5 to 7 days to get the new TV, but it never came. After 10 days I called again the store again and they dais it was nothing on file, so this time they even took my debit card information in case I don't send the damaged product once I got the new one. They said that now the claim was on file and it was going to take 5 or 7 days to send the new TV. but now it has been two weeks more and nothing has come. And now I am just done with them, I am so tired to waste my time with them. To get to talk to someone takes almost an hour they just keep transferring me from number to number. They say call this number. then when I call the other number they say oh you have to call this other number, its just ridiculous the TV broke a month ago. I paid my warranty for two yearsDesired Settlement: I just want them to send me a new TV

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her KDL60EX645 television. Sony has tried to reach out to that person 8/**/14 and 8/**/14 via phone call but wasn’t able to reach her. She didn't respond as well to the voicemail that we left. Customer's unit is already out of standard 1 year warranty. We would like to know from her where she bought the 2-year Extended Warranty. If it's purchased from Sony,we'll process claim using the Extended Warranty; if from 3rd Party, we'll refer her to where she purchased the Extended Warranty from.

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

Review: I shipped a Sony mobile device to the repair facility after experiencing an issue with the phone that was deemed to be a manufactures defect by customer support over the phone. I was instructed to ship my phone to the address provided using a trackable shipping method and I would be notified when my repair was completed, my RMA number is [redacted]. I shipped my phone through FedEx, the tracking number is [redacted], on 7/*/14, and the package was delivered on 7/**/14 to the repair facility and signed for by [redacted]. After seeing the phone was delivered I waited for the 14 business days that was suggested to wait before checking on the RMA status. After the 14 days had passed I called just to get an update on where my phone was in the process, at that time I was given generic responses and no definite answers to where my phone was. I wait a few more days and called again to speak with a supervisor to have them check with the repair facility, at this time the supervisor told me they would have to email the repair facility and wait for a email back on my status. On 7/**/14 I was informed after calling back to check again on my phone that the repair facility received my package but stated that there was no phone inside of it and that I needed to speak with FedEx to file a claim. I personally packaged the phone in a FedEx office and know that my package was sealed with a phone inside.

I contacted FedEx and they stated that because the package was delivered that they would only cover up to $100 due to the item not being insured for more. At this time I called Sony Repair facility numerous time to speak with someone because my phone had been delivered as far as I could see and then lost. Every time I called and spoke with someone they would refer me to FedEx and state that it was not there problem. As far as I can tell my phone was delivered to the repair facility and was signed for, what happened after that point is out of my control.

I have spent hours on the phone trying to find where my phone is only to have each side point the finger at the other. FedEx is claiming that the package was delivered, Sony is claiming that they received a package that was empty. I have been a loyal Sony customer and this is going to cause my to find a new company to buy my electronics from.Desired Settlement: I would like a replacement phone to be sent to me. I sent in a Sony Xperia Z1S for T-mobile.

Business

Response:

We are sorry that the customer’s package arrived with no phone inside. Unfortunately, the phone was shipped in an envelope (see the attached image) and apparently broke free of at some point during shipping.

In the RMA notification email we sent to the customer, we recommended that the phone be packed in a sturdy corrugated, crush-proof box. Within the same email, we recommended that insurance should be purchased to cover the value of the phone. This email is attached with those specific areas highlighted.

We are sorry the customer did not follow our shipping recommendations and has incurred the loss of his phone. We suggest he contact FedEx about this issue.

Review: in June [redacted], I sent my phone to the Sony Service center for repair, for a second time since it was deffective: the issue is my phone would constantly shutdown without any reason. the phone was sent to Sony's repair center, after 2 weeks, they informed me that they found that my phone was deffective, but they could not issue me a replacement, since they could not find an identical model in their stock. (majority of their phones were deffective).then after a week later, I received a call from their replacement center, and they informed that they would issue me a model with Similar settings: Sony Xperia ZR, but it has been a month and a half that I haven't gotten anything. each time I call them, they ask for my case number or phone number, they put me on hold for an hour, then they hang up on me. i'm left without justice, they stole my phone, I can't speak to them since they always put me on hold when speaking with an agent, now I just want a refund for the phone I purchased. Service Request: [redacted] RMA# [redacted]Desired Settlement: Refund of the money I spent to buy the phone.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Xperia LT30. Seems like the customers unit is already for replacement according from the letter. Sony has tried to reach out to the customer twice. Unfortunately the telephone number he provided doesn't accept incoming calls.

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

Review: I purchased a 60" Flat screen TV made by Sony at [redacted] on Feb **, 2015, it is still within the 12 month warranty and the picture has stopped working completely. I spent the entire day on the phone with [redacted] and then Sony, they kept telling me they needed different things, put me on hold, disconnected, kept saying "I don't know why the previous rep told you that, etc. Finally tonight I was on the phone with the supervisor Sam [redacted], and he said they refuse to honor the warranty unless I send them smart phone pictures of the screen (which since they tried to "reboot" it now is even worse. I explained that we have a very limited budget, this was a big savings splurge for us, we only have flip phone with no internet, and have no way to send a photo. He actually laughed, said then they will not help me. I told him the model number, serial number, date of purchase, can provide proof of purchase, etc. He said there was no one of higher authority or customer service, no one he reports to, no number for corporate, and they will do nothing. This TV on a very big sale was almost 800.00. It is not even paid off yet. There has to be something that requires a company to honor their defective products warranty. Like an it I chose Sony over numerous cheaper brands because I wanted reliability. Can someone please help me?Desired Settlement: Repair or replacement of defective product still under warranty

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Sony National Customer Relations contacted the customer via email and was advised that they will be in contact with the Sony's service team to check if a technician will be dispatched to do the evaluation on the TV instead of the customer sending us the pictures. Sony will update the customer within 24-48 business hours. Thanks, Jim C[redacted]

Consumer

Response:

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

The email from Sony was sent on Friday and said they would get back to me in 24-48 hours about a technician to "service" my defective tv. It is afternoon on Monday, 3 days later-there has been no contact from a repair service or Sony so far.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:The turnaround time to process the order for the replacement TV usually takes 5-7 business days. The customer was advised about the replacement offer on 01/**/2016 which was still within the time frame when the customer responded to you (Revdex.com) on 02/**/2016. Now, according to the CEVA tracking number - [redacted], the replacement TV was already delivered to the customer on 02/**/2016. Thus, Sony considers this case resolved.Thanks, Joe B[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,

I would be very hesitant to purchase a Sony product again because of the great difficulty in getting them to honor their warranty, and the rudeness of the technical issues manager to several calls, and the unresponsiveness of Sony Corporate to the complaint about their lack of assistance. It is insane that Revdex.com has to get involved to get them to honor a simple warranty. Disappointed that a refurbished tv was provided, but at least this is over. Thanks to the Revdex.com for their attention in achieving resolution to this matter.

Review: Case #[redacted] - Sony has appeared to have lost my laptop that I sent in for repair

I sent in my laptop for a repair under my ADH warranty sometime around September [redacted]. I received a contact on October [redacted] (way later) saying that my laptop was tested, and not found to be malfunctioning, and that the damage could only have been caused by me. I already explained this to the representative on the first phone call which means the first contact was not listening and not helpful. That means she wasted my time, and your company time, uselessly testing my computer for a fault that we already knew was accidental damage.

None the less, the representative that day told me my laptop was being repaired, and would be sent back within 5 days. I logged in to the Sony support site to find a [redacted] tracking number generated October [redacted], setup for overnight shipping.

It is now October [redacted]. The [redacted] tracking has not changed from "Label Created." I have been on the phone, bounced around to various different departments, even told to call [redacted] who has NO IDEA why you would tell me to call them.

I was told to call [redacted] twice and give them the reference number [redacted] said the only information they had for a product in my name, address, or phone number is my Jawbone UP geeksquad plan. They said that if I hadn't dropped it off at [redacted], didn't buy it at [redacted], or have a geeksquad policy for my laptop, it would not have been sent there, the opposite of what every service representative from Sony told me.

The second to last representative from Sony I talked to today (6 or 7 in total, including being routed multiple times to the wrong department) told me he would escalate my case, and that I should report it stolen/lost to the police and send proof of purchase to the [redacted] email. I feel like I shouldn't have to do that, since I'm not the one who lost my laptop - you are. I figured before I reported it stolen to the police, I'd give another chance for someone in management to call me. I was also told I would need to call [redacted] to receive the tracking number for the box I sent back to Sony originally, as I have lost my [redacted] receipt. I'm not sure why Sony wouldn't have the tracking number they sent to me in the first place. I asked to speak to a [redacted] twice and both times was told [redacted]s weren't accepting calls.

The very last person I have spoken to was incredibly kind and tried her hardest to help me. She came back to the phone saying my laptop is with the QA team ensuring that it would leave your facility sometime next week. Next week is CATEGORICALLY

unacceptable. I have waited too long for this laptop to be returned to me. It has been almost a month now, and supposedly (according to your own website) mailed out on the [redacted]. I again asked to speak to a [redacted]. She informed me that she could "get on her knees and plea" to her [redacted]s to speak to me, but that they do not speak to the customers and would not for me either. That is a horrendous policy that she is forced to follow. She told me instead that I would have to send an email like this to have my issue resolved.Desired Settlement: I would like my laptop either found and returned to me, or a new one sent to me. As well, I believe I deserve some sort of compensation for this. I have lost time I could be working with my laptop. I have a job and school that requires me to have my computer and they have had it too long to even be REMOTELY reasonable.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVE14A390X. Sony has contacted this customer and was offered a one time accommodation to replaced the battery, a $50 GC as a compensation and a reimbursement up to $120 for the Windows 8 key purchase provided that he will send the receipt to Sony. Customer accepted the offer.

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 accepted the terms with the condition that I am contacted by someone with corporate in order to lodge a further complaint. I accepted the terms because both representatives I was contacted by from the Customer Relations department refused to understand why I was upset that they returned my computer back to me after a month with only half the requested repairs completed and a missing Windows 8 key, and after two additional hours to all the hours I've previously logged with Sony customer support, I gave up on the company ever adequately responding to the complaint. All requests to talk to a [redacted] or [redacted] were denied. I informed Sony that I wished to talk to someone from corporate, and not somebody from a call center. Especially since the representative I talked to from Sony Customer Relations didn't seem to understand how computers work.

It was a struggle for me to even get them to concede to sending me the battery that they were already supposed to have replaced, and didn't, and to get a $100 Sony Gift Card for all the trouble they put me through (no where near the cost of having lost my computer for a month and the time spent on call trying to figure out where my laptop even was. I should not have had to pursue the company through the Revdex.com, [redacted], email, and phone in order to get someone to tell me where my laptop was. I was not given this information until [redacted] marked my package as delivered 9 days after Sony supposedly sent it via overnight shipping.) When informed that they had taken my Windows 8 key from the bottom of my laptop and not replaced it, the representative said she would turn the $100 gift card into a check that I could use towards my purchase of a new key - so now she wanted me to use the money they were offering me in compensation for my lost time to replace a product that I had and they removed. $100 isn't even enough for a Windows 8 key. After fighting some more, the representative finally said "You know, I'm not going to argue with you anymore. I'll give you full reimbursement for the Windows 8 Key ($120) and a $50 Sony gift card, is that okay?" We accepted, and informed her that this was still in addition to the replacement battery they sent, and that we still wanted to speak to someone from corporate.

As of today, I haven't been given any [redacted] tracking numbers to prove that a replacement battery has been sent (Sony having a bad track record with this for me already), and I have not been contacted by anyone from outside of a call center, as requested.

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 VAIO Laptop. We already contacted the customer and offered him a buyout for $987.98. Customer accepted the offer. We have sent him a settlement letter that he needs to sign. Once settlement letter is received, buyout will be processed. Turn around time for check is 4-6 weeks. 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: This is a complaint about:

NOT Receiving a warranty replacement for headphones MDRE82 8LP/SLV which have already been returned to [redacted]

with a [redacted] tracking and a W/O number [redacted] sent to Sony Service Center [redacted] with [redacted] tracking [redacted]. It arrived on Feb [redacted] 2014 three months ago nearly.

Initially a woman at Sony on the phone gave me the work order and asked me to send in the headphones at a cost to me

for replacement.

There is no way of communicating with Sony now as Sony refuses to communicate about sending me the replacement

headphones and will not communicate properly about this via email, and when I call

hours and hours are needed to reach someone. In other words I am being given the run-around

with no replacement headphones sent to me.

So now I would like the replacement headphones sent

to [redacted] It would also be nice to receive a gift of some kind in addition for all the trouble and time I have wasted

in trying to get my replacement headphones.

Sony is no longer an honorable company in how it is treating its customers.Desired Settlement: Replacement Headphones NEW

And a generous gift of some kind for all the hours wasted in sending 20 emails or more and wasting

3 hours on the phone getting nowhere.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Headphones MDRE828LP/SLV. We have been trying to get in touch with this customer since May **, 2014 regarding her replacement or refund options. We sent her a Contact-Us email on May **, 2014. We are currently waiting for the customer to call us back so we can discuss her options.

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:

June [redacted] 2014

Dear Revdex.com

This complaint has NOT NOT NOT been resolved.

The company have not emailed me and more importantly has not replaced my headphones that are defective need warranty replacement and which Sony have had since Feb 2014. Sony informed me to send them to them for replacement gave me a work order number and I sent them the receipt showing the headphones were bought new from [redacted] (attached) so what Sony is saying now is not true and is nonsense!!!!

I have attached the receipt for buying the new Sony earbuds

from [redacted] - it is pasted below and is attached as a pdf. I sent a copy to Sony [redacted] with the headphones for replacement in February [redacted] 2014. So I do not know what Sony are trying to say since they have had the receipt since February 2014. (Repeat)

Here is the [redacted] order of the Sony Headphones that were new

Final Details for Order #[redacted]

Print this page for your records.Print this page for your records.

Order Placed: July **, 2013

Order Total: $9.44

Shipped on July **, 2013

Items Ordered Price

1 of: Sony MDRE828LP/SLV Lightweight Earbuds (Silver)

Sold by: [redacted]

Condition: New

$9.44

Shipping Address:

Shipping Speed:

Standard Shipping

Item(s) Subtotal: $9.44

Shipping & Handling: $0.00

-----

Total before tax:

$9.44

Sales Tax: $0.00

-----

Total for This Shipment: $9.44

-----

Also here is a record of my shipment with tracking of the defective headphones to Sony in Feb 2014 by [redacted] Label Number: [redacted]

Tracking Number: [redacted]

delivered

Sony over the phone after being on the phone for more than an hour - had given me the go ahead to send the defective earphones back to them for replacement and the receipt was in that package with the headphones in Feb 2014.

I will not contact Sony via phone since 3 hours has already been spent and wasted and lost on the phone . I called your office Revdex.com New York but you were closed at this time and no messages can be left.

I have not received a prior communication from you about Sony and the issue of my headphones that were returned to Sony at [redacted] for warranty replacement in February 2014 - is NOT RESOLVED.

No replacement was given or sent to me - at any time by Sony. Only a waste of time, asking me to send the defective headphones to them, doing nothing about it, cost of postage and complete waste of time. I now should receive top of the line headphones from Sony for the time I have wasted with this transaction that

has resulted in nothing but a waste of time and money

Attached is the receipt for purchase of new Sony Headphones in July 2013 from [redacted] - and the united states post receipt sending the defective headphones to Sony in Feb 2014 and work order [redacted] that a [redacted] Sony representative gave me over the phone when she instructed me to send the defective headphones to Sony [redacted] Texas for replacement.

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 MDREX58V Headphones.Sony has contacted the customer but was unable to get hold of her, we left her a message about the check. We already requested for a another check for the customer. This will be under order number [redacted] for the amount of $13.44 as the customer requested.I reviewed the customer’s file, it is showing in our database that the order for the check refund was approved on 01/**/2015. Please allow up to 4 - 6 weeks. Unfortunately I cannot provide an exact date when it would be delivered. This is not how we normally does business, but due to some system glitch we encounter this kind of delay. We apologize about that.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]

The check in the mail is not money in the hand! Everything about Sony's interaction has been to delay, and annoy so far!!!!!!!!!!!!

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

Sincerely,

Review: On 5/**/2014 I purchased a Sony TV xbr65x850a with a fmpx1 media player from hhgregg based on a product comparison from Sony's web site. I compaired the xbr65x850a (2013 model) to the xbr65x850b (2014 model) and noticed several differences. Under Model Features: ... 1-year of Netflix® and Hulu Plus™, HDMI® 2.0 support for next 4K video formats (Free upgrade). I have printed out several copies of this web page.

The free Netflix and Uulu Plus are not being offered and Sony customer support said there was nothing they could do. I was told the free upgrade to HDMI 2.0 was a hardward (chip that needed to be installed by a service person) and a software upgrade. The Sony customer support said that it was only a software upgrade. So I just was the truth on HDMI 2.0 free upgrade.

This is still on Sony web site under compare models as of May **, 2014 11:00 am.

Under the description of the fmpx1 medix player (which is no longer up on the Sony site) "The 4K Ultra HD Media Player comes preloaded with over 50 free videos, and a free download of the summer blockbuster Elysium, featuring Matt Damon and Jodi Foster". Only 2 - 9 minute info info videos, not one full motion picture even though several are pictured on the box.Desired Settlement: 1) free Netflix and Uulu Plus for a year or the cash equivalant (about $200)

2) the hardware chip installed

3) download of a few full length 4k movies (at least 2, ones that were pictured on the box and or Elysium)

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony television XBR65X850A. We spoke with the customer today and we requested him to fax in a copy of the invoice for his 1 year Netflix/Hulu subscription and we will facilitate refund. The customer agreed and we are currently awaiting for copy of the sales receipt.

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]

1) Last week, someone from Sony called to confirm that the ad was still on the Sony web site and offered to reimburse me directly for 1 year of Netflix and Hulu.

H. H. Gregg refunded me $200 because of Sony’s ad. Although H. H. Gregg said I could still complain to Sony, I believe it would be unethical to pursue a second reimbursement from Sony. Therefore, problem #1 is resolved.

2) The Sony rep also confirmed that the hardware upgrade for HDML 2.0 was already installed in my set. I believe the Sony rep, so problem #2 is also resolved.

3) However, the Sony FMP-X1 media player web page is still up. It states the following:

“A thrill to behold: 4K Ultra HD. Introducing the world's first in-home media player to bring you 4K Hollywood hit movies(1). Four times clearer than HD, Sony's Video Unlimited 4K service allows you to rent or purchase feature films, TV shows, documentaries and more(2). The 4K Ultra HD Media Player comes preloaded with over 50 free videos, and a free download of the summer blockbuster Elysium, featuring Matt Damon and Jodi Foster.”

The address is: [redacted]

This ad is deceptive in several ways. First of all, most people in the world would think “video” means “movie”, but apparently not Sony. Not one movie (feature film) was preloaded. I counted 40 clips or shorts, most of them 2 minutes long, some a little longer. (The ad said 50; where are the other 10?) Elysium was not loaded and there was no information on how, or when, to download it.

Pictured in the ad is the startup screen for the 4K media player. The ad has “play” listed below each of the 10 feature film titles shown on the startup screen (leading people to believe that these are part of the 50). When I ran the media player, my startup screen read “rent or purchase” below each of the 10 film titles. If this is not bait and switch, I don’t know what is. Issue #3 is NOT resolved. What I want is to have the 10 videos pictured in the ad (which includes Elysium) download to my FMP-X1 at no charge.

4) I discovered an additional problem not mentioned in the original Revdex.com complaint: my set will not play 4K Netflix content. (Sony case # [redacted]) I mentioned this briefly to the Sony representative and he said that something was in the works for the summer on this issue. I think he said that a service technician might have to come out, but he was not sure of the specifics. The TV set needs to be fixed or replaced to resolve this issue. (Right now, I’m locked into purchasing 4K content only from Sony.) This new problem (#4) is NOT resolved.

Thanks,

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

Sincerely,

Business

Response:

Thank you for following up on this matter. Sony spoke again with [redacted] and informed that the 10 4k movies are no longer available as the program for this has expired already.

Regarding the issue of getting a 4K content, the customer has spoke already with our product specialist team and it was explained to him that he has to purchase a FMPX10 Media Server.

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

Review: im a tmobile customer that bought a z3 that sony is offering 6 free movies and a free game digital download. I purchased the phone from a store and they said the z3 d6633 can take 2 simcards and that is the only difference so bought it. I cant find the movies or digital download and the store doesnt offer that they said contact sony so I go on chat and the customer service rep asks me whats my issue , I explain it to him and he says sorry he cant help and I should call this department and gives me a number for an ADULT CHAT LINE! I asked himis this a joke and he provided the same number again.

Now I had already called this number once since he gave it to me so now I was angry at him. Im a married man and ive just called a chat line and this guy is not caring about the outcome or how I feel.

I have the chat message saved and ive taken a pic of the chat also. its very bad todo that to someone.Desired Settlement: I want those promos offered and I want to be treated with a bit of respect.

Business

Response:

We apologize that the telephone number provided to the consumer during the online chat was incorrectly typed by the agent. The correct number has been provided to the customer.The customer also asks about a promotion for the T-Mobile Z3. The customer mentions in his complaint that he purchased a D6633. Unfortunately, that model is not eligible part for the promotion Sony is offering.

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 Believe they are not clear on the promotion and I was given the wrong number three times by the rep not once the number was to an adult chat line that I had a very unusual and disturbing conversation with my wife after I called that number by following the reps directions. I believe they are just saying sorry and thats not enough because I had to clear my character for what they made me do.]

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

Sincerely,

Business

Response:

We again apologize for the incorrect telephone number that was provided to the customer. Sony will be sending the customer two $5.00 vouchers to use and enjoy with Sony Entertainment.

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 think it would be fair if Sony would give the code for the digital download of thier promotion that I was calling about in the first place until I was given the phone number for an adult chat line and got into a argument with my wife because of it. The digital downlad was for a game called "driveclub". That would be appreciated more than just two $5 coups to use on their site. ]

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

Sincerely,

Review: My complaint is with Sony, not [redacted]. I purchased a Sony phone from [redacted] on 11/**/14 and the door that closes where the battery is broke off. I called Sony on 11/**/14 and the told me I have to send the phone in for evaluation and they are not willing to send me a phone to use. My phone is only 2.5 weeks old and their answer to my problem is unacceptable. If my phone were a year or more old and I had this problem I would understand having to send in the phone. The phone is not even a month old and I have a problem.I would like Sony to send me a new phone, color I have is white, Z3v is the model and I would like to return my phone to them directly. There is supposed to be a year warranty on the phone and I do not want a used phone from [redacted] using my insurance and having to pay the co-pay for the phone.I would appreciate any assistance you can give me.Thank you[redacted]Desired Settlement: New phone from Sony.

Business

Response:

We are sorry the customer is experiencing issues with his Z3v. [redacted] does offer an in-warranty swap if the phone has no physical damage. However, Sony is willing to evaluate the phone but must first examine it before any repair/replacement is offered. The customer may contact our Call Center at [redacted] between 8AM and 11PM EST to arrange for an evaluation.

Consumer

Response:

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

I am aware of the [redacted] insurance program and I do have a co-paywhich I am not willing to pay and get someone else’s refurbished phone. Ijust purchased this phone brand new with a monthly payment of approximately$25.00 a month, which will equate to $600.00 when my payments are complete. Iexpect a new phone in return; this is clearly a manufacturer defect. As I stated previously my phone was only alittle over 2 weeks old when I encountered this problem and this is clearly amanufacturer defect. The battery chargerdoor just fell off and/or detached when I went to charge my phone. I amwilling to send Sony pictures of my phone, I have not abused it in any way whatso ever. My phone is in perfect workingcondition with the exception of the battery charger door. I expected more from Sony branded cell phone. My husband and I are loyal Sony customers andwould hate to have this incident deter me from further purchases’.If I send my phone to [redacted], they ([redacted]) will send me a refurbished phone of the same model but I will still be paying for a new phone. Liken this to buying a brand new car and after two weeks and 1000 miles of driving the car develops a problem. You then take the car back to the dealer and and the dealer gives you back a same model car which has 10,000 miles driven on it. Not the same car just the same model car. You're paying for a new car but have just been given a used car because the new car had a problem. Somehow this does not seem fair.[redacted]

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

Sincerely,

Business

Response:

If the consumer does not desire to use the [redacted] warranty program, the consumer can make use of the Sony Mobile Communications warranty program.To make use of the Sony Mobile Communications warranty program, the consumer must call: ###-###-#### and request an RMA to return the phone for repair.The consumer's phone will be repaired and returned to the consumer.Sony Mobile Communications

Consumer

Response:

Sony sent me a new phone, this complaint is resolved.Sincerely,

Review: I bought a Sony Xperia z2 when I went on vacation in Taiwan from an official SONY STORE. It is not smart to buy an expensive item when traveling but I thought Sony is a big cooperation and there will be no problem with the phone, or the customer care. However, 10 days later, I was back here in the USA, the back glass of the phone cracked by itself (which I went online and millions people have the same problem, my phone is brand new without any tiny scratch or dent and the glass cracked BY ITSELF). It is a really expensive phone($800) which I don't might paying, but to get defective in 10 days is crazy. I call Sony USA and they refused to fix the phone for me even I offer to pay (which I am not supposed to)> If SONY don't fix it for me the who is supposed to? I have had the xperia Z, Z ultra, the Z tablet, the Nex 5 camera, the 55 inches 3 TV all from Sony and I would never contact to fix anything (anything break after about 6 months I would through it away without trying to fix it) but 10 days for a $800 phone is a little much and they refused to fix it. I have no trust in Sony anymore that I might not buy any Sony item any more even though I really like them. I would not recommend anyone I know to buy a Sony product anymore.Desired Settlement: I just need my phone to be repair and an explanation.

Business

Response:

We are sorry to read the customer has had trouble with the Z2 he purchased in Taiwan. The Z2 will not launch in the U.S. until July and we will not have parts until that time. The customer is welcome to contact us at [redacted] between the hours of 8AM and 11PM EDT to setup the repair on or after July **, 2014.

As a courtesy, Sony Mobile will repair his phone free of charge at that time as long as no damage to the main internal board is found.

Review: On January **, 2014, I purchased a SONY Blue Ray Surround Sound System from [redacted] in [redacted] New Jersey. I purchased the extended warranty because the system costed over $500 and I wanted some kind of insurance on it. Over a few months the system started experiencing problems. The sound would automatically raise to a maximum and no matter how many times you lower it, it would raise automatically without anyone touching the remote. We returned the system to [redacted] for another new system of the same model. Long and behold over the course of a few months the system started experiencing the same problem. We went to [redacted] yet again and exchanged the system and it is the system we currently have. This system is also experiencing the same problem. I called SONY on several occasions and they basically gave me the run around. They outsource to the Phillippines and it is the same group of people when I call. They speak little english and their solution to every call is that someone will call me back or email me and it never happens. On 8/** they told me to email customer relations. They said someone would call me back in 2-3 business days. I never recieved any email. I claled back on 8/** and again they said someone would contact me in 48 hours. I spoke with someone on 8/** who supposedly elevated the concern and apparently they said they had the incorrect email address for me. The person I spoke to said that they would send me a shipping label but since I requested a different model because I believe that series of models are defective, they cannot send me a shipping label. The representative told me that someone would email me in 48 hours. That never happened. On 9/** I spoke with Technical Support ###-###-####, and they claimed they elevated my issue back to customer relations and that someone will be contacting me vie phone with in 48 hours. I called back on 9/** and still no one has contacted me. At that time I was given SONYs email address again to contact them at [redacted]

Nearly a month later they emailed me. This is what the email said "Dear [redacted],

Thank you for contacting our support team regarding your BDVN790W with serial number [redacted] purchased on 01/**/2014. I am sorry to hear of the problem you are experiencing, the limited warranty that comes with your Sony Blu-ray is only for repair. In order for us to consider any other options the unit would need to go into our Service Center for an evaluation.

You may contact our technical support line at ###-###-#### or visit [redacted] to start repair process.

Their customer service is HORRIBLE! There is no way that I am going to send out a $500 unit for repair to a place that cant even provide me with any customer service? All I want is to exchange the model for a newer model as the model series I have are defective. It is an absolute run around. I have seen Blogs where it is the same complaints. Horrible customer service and a run around. PLEASE HELP!Desired Settlement: I want either a full refund, or a replacement for a newer model.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the BDVN790W. Sony has contacted this customer and was advised to send her unit to our repair facility to get the unit evaluated. We also sent a prepaid shipping label to the customer to ship us the unit at no cost to her. The customer has agreed to send the unit to Sony.

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

Review: For close to a year I saved up to purchase my first Sony Bravia television and did a ton of research to find the best one for me. On 9/**/2010 I traveled to your [redacted] retail store to order my new Sony television with the metal stand. I purchased the extended service plan which expired 9/**/13. The total for my purchase was $1,859.01. Just the other day vertical lines in multiple colors showed up all the way down the left of the display and the right of the display turned a bright white. I immediately called Sony technical support which had me do some troubleshooting like power it off and on, check cables... After the troubleshooting the tech informed me that a service technician would need to come out and because I'm out of warranty I would be charged for the service. This was unacceptable to me considering I'm only a year outside of my warranty and Sony builds quality products. I would have thought this tv would have lasted more than 4 years.Desired Settlement: If this tv is still available new or refurbished I would love for it to be replaced. If it's not available I would like a comparable replacement. I've been a loyal Sony customer and this whole experience has definitely left a bad taste in my mouth.

Business

Response:

[redacted]

"Sony offered me a 15% discount which I rejected because I am asking for a replacement either refurbished or new. Since this TV may no longer be available I'd also consider a comparable model. For this TV to stop working 1 year to the day outside of the extended warranty is unacceptable. Sony builds quality products and all of my other Sony products I currently own have lasted at least 6 years.

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:

[Your Answer Here]

I'm rejecting the 15% off offer from Sony because that's unacceptable. I'm asking for a replacement either refurbished or new. Since this TV may no longer be available I'd also consider a comparable model. For this TV to stop working 1 year to the day outside of the extended warranty is unacceptable. Sony builds quality products and all of my other Sony products I currently own have lasted at least 6 years.

Thank You,

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the

complaint your office received from [redacted] about his TV KDL46NX800.

Sony has talked to customer about the the his request, to get a replacement at no cost. Explained to him the warranty coverage. We offered him 15% discount for his next Sony purchase or he can get a replacement at a cost of $579, same or comparable model, recertified unit. Customer agreed to the replacement at a cost.

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

[redacted].

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I have a "lemon" computer (one year old) that has been repaired twice at home and many times over the phone and it is broken again. I bought a three-year extended service plan that is worthless.

It has been one problem after another over the last six months and this is basically a new computer. I bought this computer new in May 2013. The repairs performed during the warranty period did not fully fix the laptop and Sony ignores my request for a new replacement laptop. I sent a letter two weeks ago and have called three times since and they do not reply to my request. I called gain today and demanded speaking with a manager and they told me they are in a middle of a reorganization and I couldn't talk with a manager. These are dilatory tactics. Two months ago, I had another complaint with a Sony NEX camera and they totally ignored my demands. These are not isolated incidents but the result of a company culture with a deliberate plan to delay and avoid taking action until customers get tired and walk away from the issue as I did with my camera repair problem. This time I am not walking away from the problem. I can provide the letter I sent to Sony and the repair records.Desired Settlement: I want a brand new laptop because Sony's poor repair record gives me no confidence they are capable to fix the one I have.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Vaio (SVT1412ACXS). Sony has contacted this customer and was advised per our customer relations department that the warraty coverage is only for repair. We informed the customer that the unit needs to be evaluated by a technician first to determine what exactly the issue is but since we refered customer to [redacted]), cust refused it. We explained to the cust that if it can't be repaired, Sony will check what the other options are. Customer refused to have it checked and informed us that he will contact his lawyer.

If you have any question or require additional information, please feel 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 has attempted to repair my computer twice and has not been able too do so. They have fixed one problem and in the process their technicians break something else. They have proven incapable to fix my laptop. I have zero confidence on their service staff. Sony is now also using the excuse that my warranty covers repairs only; that's only true because Sony was not capable to repair my computer during the warranty period and let my problem run into the three year extended service plan that I purchased for almost $200. The UCC protects consumers by stating that a manufacturer should meet it "expressed" and "implied" warranties. I believe that my defective computer did not meet either of these warranties, because it's performance did not meet its intended use from day one.

I refused taking the laptop to a repair center because they can dispatch a technician to my house, but Sony opted not to do that with no good reason. They cannot argue that's not their policy because they have dispatched technicians twice to my house for previous repairs. The mail-in service option they have repeatedly offered me requires at least two weeks without a computer, something that is not feasible for me because I only have one computer which I used at my home-office constantly.

Sony has been using dilatory tactics not to honor their commitments. Sony's behavior can only be explained by their desire to protect their company financially, at the expense of their customer's rights. For example, recently I sent a Sony NEX camera with flash and when I complained that the flash was not returned with the repaired camera, then, they demanded my purchase receipt...for a camera that was bought and registered with Sony three years ago! Because I could not find the receipt, they did not give me a new flash, in-spite that my transmittal order included the flash model and serial number and Sony not file a discrepancy report of any type.

In conclusion, I want Sony to replace my laptop computer because it has not met its published performance claims from the get go and their repeated attempts to repair my computer has been fruitless. Their abusive behavior has created significant personal and professional hardship and a waste of my productive time.

Respectfully,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Vaio Notebook (SVT1412ACXS). Sony has contacted this customer and was advised per our customer relations department that Sony is unable to change the resolution, therefore, we still advised the customer to take the unit to the nearest [redacted] store in order for his notebook to be fixed. Customer already agreed with the resoltuion provided to him.

If you have any question or require additional information, please feel 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 only, and reluctantly, agreed to take my laptop for an evaluation at the designated repair center, [redacted], because Sony refuses to replace my computer under warranty. Sony’s technicians have repaired my laptop twice at my house and many times over the phone during the warranty period and the extended service plan that started on May *, 2014 . I have no confidence on the repair capabilities, thus, I remain convinced the permanent solution is a replacement because I cannot continue wasting my valuable time from one troubleshooting effort to the next.

As a best and final good faith effort, I have made an appointment for the evaluation at [redacted] this week and will report if the laptop is repairable or not by this Friday, assuming [redacted] has the expertise and parts to perform such repairs. Therefore, I respectfully request this case stays open for at least two additional weeks.

Sincerely,