Sony Corporation of America

Review: I purchased a Sony Vaio Fit 15 on March **, 2014 from [redacted]. After several months I noticed a cracking sound whenever I picked it up but saw nothing until July 2015 when a crack developed in the case next to the power button. If the computer is moved or the monitor pushed back to a comfortable reading angle the computer turns itself off. The last time I installed updates it froze up and wouldn't turn off and when I finally moved it so it would turn itself off it took several hours to get it to turn back on. I have never had any performance issues with the computer before the crack developed. I have never dropped or in any way damaged the laptop. I called [redacted] but they can't tell me (unless I take the computer in for service) how much it will cost to repair it and there is a charge for them to even look at it. I looked online and on Sonys support website - it said that you could not "live chat" with them about Vaio products so I called ###-###-#### on 7-**-2015 and after several minutes and many menus I was disconnected. I called another Sony number (###-###-####) and after a few minutes spoke briefly with someone who said she couldn't help me but would transfer me to a different department that could help me & when I was transferred somewhere else the call was disconnected. I googled "Sony Vaio Fit cracked case" and saw that there were many unhappy customers with cracked cases that also had no luck when they called Sony. I couldn't find a [redacted] page for Sony Vaio to try and contact someone that way so I decided to contact Revdex.com.Desired Settlement: I would like the laptop to be repaired or replaced or my money refunded for the defective computer.

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 Fit 15E. Sony has contacted the customer however, we were unable to get hold of her. We left a message on her phone. We would like to inform the customer that the time period for the limited warranty that accompanied the product at original purchase has expired. Furthermore, physical damage is not covered by the limited warranty. Sony will not be able to honor the customer’s request. Sincerely,Jim C[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony left a message on my phone that I should call ###-###-#### with Event ID [redacted]. When I called I was told I needed to call [redacted] to get it fixed which is what I had already done as I said in my complaint. I wasted more time calling them back to be told what I already knew and stated in my complaint. This problem is a product defect and I should not have to repair or replace their product at my own expense at less than 1 and a half years old for no apparent reason. The computer has never been dropped or damaged in any way - it has been on my coffee table or my lap the entire time that I owned it. If this is not resolved by Sony I will never buy a Sony product again and will advise everyone I know to not waste their money on Sony products. I am extremely disappointed in the quality of their products and their customer service.

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 Fit 15E. Sony will not be able to honor the customer’s request since the time period for the limited warranty that accompanied the product at original purchase has expired. Furthermore, physical damage is not covered by the limited warranty. Sony’s answer will not change in this regard.Sincerely,Jim C[redacted]

Consumer

Response:

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

Sony has refused to accept responsibility for their defective merchandise.

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

Sincerely,

Review: Dear Revdex.com,

I purchased a lovely SONY Video Projector VPLHW50ES (SN -1100166) directly from the SONY Factory in California on 11/**/12 for the price of $4600.77 which included a three (3) year Limited Warranty (Labor and Parts). I paid this hefty price because it was one of SONY’s best residential home video projectors and the reviews were superlative for its 3D capability, black levels, shadow detail, and deep colors.

At the same time I purchased this SONY video projector, I purchased a brand new high-end Marantz SR-7007 AV Surround Receiver, SONY BDP-S790 Blu-ray player, Furman power cleaner, RSL 7.1 dolby speaker system, 133” DA-LITE screen, high quality HDMI cables, etc., and installed them in my new theater room. The system worked perfectly together and over the next year I experienced 1000+ hours of viewing pleasure without difficulty.

However, about 4 months ago I began to notice a sporadic flickering on the screen which I ignored for a couple of months hoping it would clear up. It was annoying but only appeared after viewing several movies and lasted only a minute or two before disappearing. Sadly, the problem increased in frequency to where every movie I viewed included a period of several minutes of annoying flickering on the screen.

Unsure of what caused the problem and notwithstanding the horrific online reports of incompetence at this location, I contacted the SONY LCSC Repair Operations center in [redacted], who advised me to unplug the source HDMI cable from the projector the next time I experienced the problem to isolate it and determine if it was the Blu-ray player, etc., or the projector itself. I did as instructed and each time the flickering continued with the HDMI source unplugged, indicating the problem was clearly inherent to the SONY video projector! In fact, I located a 47 second [redacted] video posted by another SONY VPL-HW50ES video projector patron that illustrates my experience to perfection and is apparently emblematic of a more widespread issue of flickering with this particular SONY video projector ([redacted]).

I re-contacted the SONY LCSC Repair Operations center and shipped them the video projector (along with a lengthy letter of explanation) on May **, 2014, to be fixed or replaced as required. A technician named “[redacted]” called two weeks later stating he couldn’t locate any problem with the projector (Event ID [redacted] – Notification No. [redacted]), but thought it may be related to the Advanced Iris position which he changed from “Auto Full” to “Off”. I advised “[redacted]” that before shipping the unit to him I had unsuccessfully tried changing every conceivable setting to rectify the issue, and only then had I painstakingly de-installed my projector from its ceiling mount, driven it to FedEx, purchased a $28 shipping container, shipped it to Texas, and subsequently sacrificed the pleasure of enjoying my home theater for several weeks during its absence. I implored him to be diligent in identifying the malfunction which was clearly unmistakable in my home theater setting. “[redacted]” stated he would send the unit “on to the next phase of testing.”

Imagine my surprise when my video projector arrived back at my residence a week later with a “Statement of Work” sheet indicating it had received no new modifications or parts, etc. I then phoned the SONY LCSC Repair Operations center and verified that no repair or replacement had occurred. Hoping for the best, I spent several hours re-installing the projector to perfection, only to find that the very first Blu-ray movie viewed included several minutes of very noticeable and obnoxious flickering just as before, nullifying the last three weeks of sacrifice and inconvenience I had just endured.

I am deeply saddened by SONY’s refusal to rectify my problem through either incompetence or outright denial. The 47 second [redacted] video [redacted]) is very revealing and serves as evidentiary material for SONY to overcome if they fail to act in good faith regarding my fully-warrantied video projector.

Please take any and all action necessary to assist me in obtaining relief.

Thank you kindly!

[redacted] ###-###-####

Email: [redacted]Desired Settlement: Please replace or repair my video projector per their stated Limited Warranty - thank you!

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHW50ES. Sony has contacted the customer and offered VPLHW55ES Brand New at no charge due to the issues they had with the unit. We will also send the shipping label to the customer.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved providing they actually follow through on sending the unit.

As of this juncture, they have emailed me the FedEx label and I will be forwarding them the defective unit within a week or so, at which point they advised they would send out the new unit within a few days of receiving the defective one.

Time will tell....

Thanks for your assistance!

Sincerely,

Review: I am shocked at the absolutely horrific customer service I received today, and not by one but by at least four different people at Sony. It seems to be a matter of culture that the reps feel not at all obliged to treat customers well and to be accountable for their actions. Never, ever, ever again will I buy another Sony product. What started out as a desire to cancel an order (that's not scheduled to ship for three more days) for a $14 camera grip (found elsewhere at faster shipping speed) turned into my resolve to tell anyone and everyone who will listen to seriously try to avoid Sony products whenever possible as if/when support is needed the pain involved in the process will drive them all to the point of disgust I am now experiencing. Not only am I going to refuse shipment of this order, but I've also contacted [redacted] to return the $650 camera that was to go along with the $14 grip.

I spent literally at least 45 minutes trying to get help to cancel my order and after 45 minutes and infuriating experiences with multiple reps, I've decided I will simply refuse the shipment and if I am charged I will dispute the charge with my credit card company. The first rep had me on hold for about 12 minutes and ultimately never came back to the line. The second rep (this time I got a name), [redacted] - employee id [redacted], also has me on multiple holds for a total of another 12 minutes after which she came back to inform me that she was not the right department for the cancellation and would need to transfer me again. I was beyond furious at this point but really wanted to cancel my order but after another long hold of about 6 minutes I hung up and decided to look for a corporate number to try to get some help with my simple request.

I called ###-###-#### and spoke with [redacted] who was the most rude rep of the bunch, and he told me I had to call another number but I couldn't understand him as he wasn't fully speaking into the phone. When I asked him to repeat the last four digits he YELLED them into the phone. Yeah, I know, I cannot believe they stay in business with this kind of representation. I then called another number, as advised by friendly [redacted] - ###-###-#### - as there was no option at all for execute customer relations (which is what I told [redacted] I was looking for), so I called him back and he basically told me that that number was my only option.

I am shocked and surprised that Sony would allow themselves to be represented in this way. Because I experienced terrible customer service at every point of contact today, I am assuming this to be a global issue at Sony Corp. It's a shame because I have a large screen Sony TV that I love, along with many other types of electronics, and was excited to try one of their cameras for the first time. Not anymore - Sony has lost all appeal for me now.Desired Settlement: Cancel my order and confirm with me that you have done so.

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 AGR2. Sony has contacted this customer and explained that our sales department can authorize a return and refund once she called them after receiving the unit. The customer refused and said she will just refuse the shipment and if she sees a charge on her credit card, she will dispute it with her credit card company.

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:

As demonstrated in the complaint, the company has done nothing to help in this matter but is rather suggesting that, yet again, I go through the same painful process that I originally attempted but after having spent nearly an hour of my time, I was nowhere closer to a resolution. Even within an escalated group at Sony they still did NOTHING to try to make it right. Completely unacceptable and I really hope that this is made public so that it reflects accurately on the kind of organization one would be dealing with when purchasing Sony products.

Sincerely,

Review: I purchased a Sony stereo model # CDX-GT260MP. It was purchased 10/**/2012 as a christmas gift for my fiance. Due to financial reasons we were unable to get it installed until this past weekend, 9/**/13. We took it to the Best Buy location (#[redacted]) that we purchased it from initially. They went to install, and it was found to be defective. Would not power on. The installers tried everything, to no avail. I therefore called your cistomer service team at this number- ###-###-####, and spoke with 2 different people. The reference number for that conversation is [redacted]. I asked specifically for either a refund or a BRAND NEW item, both of which I was denied. The supervisor I spoke with, AJ- agreed to at least send me a shipping label- the initial sales rep did not agree to even that much- so that I can send the defective item back, so that they can "repair" it. However, I paid for a brand new item, and I do not want a "refurbished," or "repaired" item in return. The box was NEVER opened for this purpose, so that I could return if there was an issue. There is nothing marked on the BOX addressing any return time frame, and in order for me to have seen the warranty card that the supervisor referenced, I would have had to open the box. I have been purchasing SONY products all of my life- I am 29, and that was always seen as the top of the market as far as quality. I have NEVER had an issue with Sony before, and the one time that I do, there is no assistance being offered except for a "repair." Having dealt with other companies with this issue, I know that "refurbished" items are just half-fixed issues from other customers. That is NOT acceptable to me. I would very much like this resolved, or I will no longer purchase Sony products, and I will strongly discourage others to do the same.Desired Settlement: I have no problem sending the defective unit back, however I would like a FULL REFUND after dealing with this product, and the lack of cooperation from Sony's customer Service. If a representative is to call me, I will disclose fully the full amount of purchase, along with the tax, so that I can be reimbursed for such. I would like to continue to purchase Sony products, but should this matter not be resolved, I will be likely to no longer do so. Thank you. [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 CDXGT260MP. Sony has contacted [redacted] and Sony will exchange the unit for a refurbished model at no charge under the warranty. Sony would not be able to send [redacted] a new unit because the unit is more than 30 days old. Sony has emailed a shipping label to [redacted] to ship the unit to Sony. Once received, then Sony will send the replacement.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Consumer

Response:

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

Actually it was not mailed to me as requested. Again sony not being true to their word. I am refusing to send it back because I have no guarantee that it will be returned to me or that it will work. Refurbished is just someone else's problem. Like I have said there is no mention on the packaging that it must be returned in 30 days. Especially because most products offer a year warranty. And this would fall under that timeframe. Given that straight from the box the product did not work. So I am so unsatisfied with sony and their disgusting customer service, that I have already begun to spread my story of how I wad treated, and for people to not buy sony so they don't get the same distasteful treatment.

[Your Answer Here]

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

Sincerely,

Review: have a kds50a200 sony tv set made in sept 2006. ser # [redacted]the picure is turning green . I contacted my local tv repair man and he said the there had been a recall and a class action suite on this tv . I called sony and they confirmed this but said it was over and nothing they could do for me . they offered me 15 % off list price but can buy one anywhere for that. told me to e-mail [redacted] I have 3 times and have got no response. I also never received a recall letter or class action suite notification. I feel should be entitled to what ever the recall and class action suite provided thank you [redacted]Desired Settlement: replacement of equal value or repair

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Television (KDS-50A2000). Sony has contacted this customer and was advised per our customer relations department that Sony can provide a 15% discount coupon towards a purchase of a new Sony product. Sony will neither send a customer a replacement TV at no charge nor cover the repair cost due to the TV is already out of warranty and that the Optical Block program already expired way back in August 2013. We also posted the information (Optical block issue or discoloration of the TV picture) on the Sony webiste and informed our authorized service centers before so that if in case a customer experience this type of issue, they can refer the customer directly to us.

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 was called from the Philippines for USA support could not even understand what she was saying most of the time. [redacted] would not let me talk to her supervisor. only offered the 15% discount . I understand that set is out of warranty. she said the recall was only sent to authorized tv centers and NOT to consumers who bought tv. had I got a notice I could have gotten the tv repaired or replaced. I think they had an obligation to send out recall notices to the consumer. she kept reading script and said that was sonys decision but would not tell and did not know the name of the person who made this decision. I asked to speak to a supervisor that could make a decision on my case and she said it was the end of the line. I do not believe that there is not someone at sony that can make a decision on my case . there was even a class action lawsuit plus the recall so we know these tvs were not a good product. as I understand it moneys are put into a fund for the class action for this very purpose had I got a recall notice I would have been covered. sony did not do their job in informing the consumer of the faulty tv they produced. they offered me 15% off a last year model tv from list price witch was only $100.00 off where I could buy it anywhere. I have been looking at a [redacted] tv that they have on their website for $1999.00 if they would agree to sell it to me for half price I would be happy and we can close this out. let me know thanks [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 KDS50A2000. Sony has contacted this customer. Sony will not be able to give a 50% discount for the tv model he wants. The unit he has was a 2006 model and

Optical Block program already expired way back in August 2013. He was already offered a 15% discount for a new TV and that is final.

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:

they did not send me a recall notice so I could get the set repaired .it has been getting worse for over two years well with in the time frame to get it repaired under the recall and class action suit . they have been rude on the phone and cant even talk English very well and hard to understand and have no clue as what they have done wrong . would like to talk to some one besides a call center that has some authority to make a decision. 50 % off the tv I am looking at is not going to break sony and I am sure will still make money on it. customer satisfaction does not seem to apply to over seas only rude comments and no discussion (look this word up in the English dictionary) I will not settle on their solution to a faulty tv they produced . I have written the Arkansas attorney generals office and received conformation . I will also contact US attorney generals office . Being sony will not settle voluntarily hopefully there will be legal recourse to settle this claim . I am only asking for them to do the right and honorable thing . treat me like they would like to be treated if I had sold them a faulty tv . thank you [redacted]

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

Sincerely,

Review: This is a camera I love and have recommend numerous times and probably at least a dozen people have bought it on my advise. They have now lost my business forever.

Felt completely helpless and cheated. I was polite and accurate the entire time but was treated as if I was the one to blame. They can literally be at fault and then claim it's your fault! Felt like I was in a system where I was wrong and not even allowed to submit any proof while they had no proof. The customer is there lowest priority--worst customer service I have ever experience.

Here is a summary:

- Paid the $220 flat service fee to fix a camera that I can get new for $440!!!

- 4 weeks (over two services) when I have no camera with no response

- Send me back a camera that was still majorly defective

- 8 frustrating hours on the phone with multiple Sony reps trying to resolve issue

- Never call back even after saying they will numerous times

- Don't follow their own policies and ignore you when you point it out

- Refuse to listen and escalate the issue--you're simply not worth it to them

- Make statements without any proof

- But refuse to even allow me to send photos proving they are lying

- I just could not take it anymore and just consider my money and time stolen

Here are some of the reps I chatted with: [redacted]), [redacted]), [redacted]), [redacted])

The Tech Rep never even bothered to call back so I only know his name is [redacted].

--- Some Call Notes --- [redacted] 05/** @ 4:00-5:15PM Called [redacted]): guaranteed that I will get a call from service rep in 24-48 hours.

05/** @ 3:30-4:45PM Called [redacted]) still no call from [redacted] the tech rep, refuses to escalate to [redacted] multiple times, try [redacted] twice and still no response, advice to basically wait another 2 days without any recourse or plan going forwards.

05/** @ 6:00-7:15PM Called [redacted]) still no response and same attitude. once again refuses to even accept my photos that show that they are absolutely wrong. They have no photos to prove their point but won't even accept mine when I can prove what I am saying!

05/** @ 5:15-7:00PM First reps hangs up!!!!!! Late Hour Support ###-###-####. Called [redacted]) won't even put in the simple request for a cleaning even if I PAY for it--this is so absurd that I don't even know what to think. Claims they don't do partial repairs though they sent me a partially repaired still defective unit!

Not even worth my time. Consider the money stolen and forget.Desired Settlement: I have two desired outcomes:

1) Perform the sensor cleaning as was requested in the first work order and send camera back to me

2) If refuse to finish the requested repairs and do cleaning provide partial or full refund of the $215.25 flat rate service fee already charged.

Consumer

Response:

Thank you [redacted]) for providing the customer service I expect from Sony. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have purchased an xperiaTM z phone here. Returned it within a month on 11/**/13. they charged me $82.5 in restocking. the phone was brand new. seriously? I prefer companies that guarantee a 30-90 day full refund policy. it's not surprising that this store got closed with that kind of service.Desired Settlement: refund $82.50

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XZC6602WH. Sony has contacted this customer and agreed that a refund will be processed for the restocking fee that he paid for amounting to $82.50. He will receive the check within 4-6 weeks.

if you have questions or require additional information, please fell free to contact me at ###-###-####.

Review: I purchased a Sony VAIO laptop in March of 2013. In January of 2014, the hard drive crashed and I was not able to save any information from my computer. This should not be happening. Now, July **, my computer crashed again without me being able to save anything. I called Sony expecting to mail the computer to them which is what I was told to do the last time, however, this time they told me that sony was now contracted with [redacted] and if I would take it there, my warranty would cover them sending it off and getting a new harddrive. They gave me a claim number and I asked if this was all I needed and they said yes. I went to the closest [redacted] from my home, took two hours away from my business to do, and when I get there, [redacted] told me I must have a authorization email from Sony. The claim number would not be sufficient. We called [redacted] while at the store and they told me they could not immediately issue me an email and it would take 24 to 48 hours to issue one. I asked to speak to a supervisor and was disconnected. Total time wasted today,....3 hours plus lost all of my computer info due to Sony's stupid computerDesired Settlement: I want compensation for the loss of my hard drive not once but twice and I want service taken care immediately where they immediately fix my computer. I will never buy another sony product ever.

Business

Response:

Thank you for contacting Sony Electronics Inc, regarding the complaint your office received from [redacted] regarding the Sony Vaio computer with model number SVS151190X . Sony contacted the customer and advised the customer that we will send him the Authorization Warranty Letter for [redacted] to proceed with repair and use the warranty of the unit.

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

Closing action pending further contact from the customer and/or the Revdex.com

Consumer

Response:

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

It took them over two weeks and a complaint to get this sent to me. This is a ridiculous amount of time and unacceptable for a fairly new computer to have crashed, not just once but twice in six months. I am without a computer, have to beg or borrow to check email and my livelihood revolves around me doing computer work. I have lost money being without a computer and will be without it at least another two weeks.

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

Sincerely,

Review: I recently purchased a Sony DSCRX100/B camera for my wife as a birthday present from the Best Buy store in Huntsville, Alabama on September **, 2013. I paid $599.99 plus tax for the camera in addition to purchasing a spare battery for the camera at a cost of $32.99, a memory card at $12.99, and a case at $13.99. So basically, I have spent $712.76 on this camera. When I purchased the camera, it came with a 1-year limited warranty from Sony which would cover the replacement of any defective parts on the camera. After about three months of using the camera, the camera began to not work properly. When the camera was turned on, it would immediately go into USB mode and lost all functionality. I contacted Sony concerning the warranty which came with the camera, and shipped it to the Sony Repair Center in Laredo, Texas as per their instructions. Needless to say, I was contacted by Sony last week (March **, 2014) saying that they would not honor their warranty due to physical damage on the inside of the camera in the form of corrosion. This camera has been kept in a drawer in our bedroom (which is climate controlled) when it has not been in use. It has never been misused or used in any kind of manner where water could have got on the inside of the camera to cause corrosion. As Sony was not helpful, I contacted Best Buy where the camera was purchased. Basically, I was told that since I did not purchase Geek Squad protection with the camera, there was nothing Best Buy could do. So the facts of the matter is that Sony sold a poor quality camera to Best Buy, and Best Buy turned around and sold a poor quality camera to me. Sony has their money, Best Buy has my money, and all I have is a $700 dollar camera which will not work. My expectation was to purchase a nice camera for my wife, and have the camera function under reasonable conditions of use. Neither Sony or Best Buy wants to own up to the poor quality product which I unknowing purchased.

Product_Or_Service: Sony CameraDesired Settlement: DesiredSettlementID: Replacement

All I desire is the camera be repaired or replaced with another camera of equal value.

Review: My laptop is falling apart. The plastic pieces are coming off my laptop.

In July 2012, I bought my Sony Laptop from [redacted]. In the last year, the plastic pieces on my laptop have been falling off my laptop and the white cover on my laptop screen is cracking. I wrote Sony about this issue two months ago, but I never received a response. I will never buy another Sony laptop because the quality of this laptop is very poor. Additionally, one of the plastic pieces that has fallen off my laptop controls the CD driver opener. The only way I can use my CD/DVD driver clicking on DVD RW driver on My Computer.Desired Settlement: I would like Sony to repair my laptop.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about Sony Vaio Note book. We already communicated with the customer thru her email address [redacted]. We would like to get more information about her issue, and discussed possible option to help her. We advised her to reply to us with a good number to reach her thru our email address [redacted] or call our support line anytime at ###-###-####, we also provide the reference number [redacted].Sincerely,[redacted]

Review: Last November I purchased a home-theater projector from Sony.com. I opened a Sony card b/c it was advertised that I would receive 5000 rewards points upon the first use. I have yet to have my account credited 5000 points for using my Sony card for my first purchase. I've contacted Sony support 8 times and no one knows what to do. Each time, I'm transferred from the Sony rewards department to the Sony financial department, both saying they aren't in charge of crediting my account. I've asked multiple times to talk to their supervisor, but they have refused, saying I need to be transferred to a different department to handle the issue. Last time a ticket was opened ([redacted]) and I was told I would be contacted within 3 business days. I called again after a week and a half went by to find out that it had been closed without contacting me and there was no resolution. I asked them to reopen the ticket and actually contact me as I was promised. I most recently submitted a request through their website asking to resolve the issue, informing them that if they can't resolve my issue that I will contact the Revdex.com. Their response was to, once again, contact their help line.Desired Settlement: I just want the 5000 points credited to my account as advertised when I opened the credit card.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Sony Rewards points that was not credited to his account. Sony has already contacted this customer, however we were not able to speak with him directly. We would like to advised him that we already forwarded a request to our Sony Rewards [redacted] to investigate on this matter. We will get in touch with him once we have received an update.Thank You,

Review: billing and customer service issues

hi my name is [redacted] umm I am trying to file a complaint against the company in the subject line up above. reason I am doing so is because a couple months back I had an issue and I tried to call the company an they didn't really help me. see I am on there network for my playstation 3 and 4. well one day I went to put funds from my personal visa atm card to it so I could do a purchase on the network. an in the past it worked fine. that day it didn't. that's when I contacted them and they couldn't get me a direct answer. which I think was wrong. I had to use my [redacted] acct with my atm visa card on it to make the process go through. I shouldn't of had to go that route. and im not to happy with it. so if someone could look into this for me. I would appreciate it. in the outcome I would like an apology an for them to fix any issue that they have on there end an everything so I don't have to go through this again. and so I could use my card without using my [redacted] acct. an for them to have better customer service an training. thanks for your time. have a good day.Desired Settlement: an apology and for them to fix the errors on there end so I could use my card properly an better customer service an people to be trained better. and If it not to much to ask. maybe a free game since I love to play video games. my 5 yr old is getting into it now.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony PlayStation Network. We are unable to speak directly with the customer as the phone number given was invalid - Daytime Phone: [redacted]. The customer needs to speak with the Sony PlayStation Network Team to directly discuss his situation as they handle their own service and support issues.

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

Consumer

Response:

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

[Your Answer Here]

for one my number isnt ###-###-#### two my number ###-###-#### but my service is lousy so you wouldnt be able to speak to me on the phone direct. one time I was able to call in and I wasnt at home. I got nothing but a run around. all I want done is an apology an to have this error on your end fixed. my atm visa cards I have are valid. never had an issue till the last time I tried to use it. which was a new one and I had logged into my acct an changed it to that. an then to the other cuz both were telling me the same thing. that was when after I left to go do a couple errands I had called in. again theres nothing wrong with my cards. there valid. there even attached to my [redacted] acct.

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

Sincerely,

Business

Response:

Thank you for your response. We contacted [redacted] again since June **, 2014 regarding his complaint with Sony PlayStation Network. We sent him a Contact-Us email on June **, 2014. The customer needs to speak with the Sony PlayStation Network Team to directly discuss his situation as they handle their own service and support issues.

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

Consumer

Response:

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

[Your Answer Here]

As I have stated my service I have with the phone I have is fair. why I can not I repeat can not call or I would. again all I want is an apology an for this to be fixed. its a bunch of **. just cuz I got a new atm card an updated it. I should be able to use it then not. have to use my [redacted] acct that I have the new card/cards attached to just to pay for stuff. its really stupid. im very not happy. and I want it fixed. again I cant call in. if I could I would. number is valid trust me. cuz if u call it will go to vm an it says u have reache[redacted] an to leave your name number an message an ill get back to you. so trust me its a valid number. again I cant call in. or I would. why I said to email me or if theres a chat I can do it online. to email me and I can click on it an talk that way. best I can do. if not im just not gonna play on the playstation anymore an stick to my xbox. cuz I do have my xbox an other game systems. I like playstation the most but if this cant be fixed I am done with it an ill tell others I know to be done as well. cuz they know what I am going through. I got an email one day from your company and I had wrote back an never got a response. I said the same thing with the phone an to email me back. nobody did nothing. so again to email me. with a link an chat online an take care of this issue. is the best I can do at this time. its not my fault I get fair service where I live its my carriers fault.

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

Sincerely,

Review: Willful and Knowingly Packaged and Shipped a Defective / Inferior Device / Marketing / Sales under False and Misrepresentation / Misleading Pretenses

Purchased: ** October 2014

Problem: * November 2014

Model:Sony Z2 Xperia 4G LTE TABLET Android 4.4.2 OS

Invoice: LYW12IN1675

Sales Rep: [redacted]

Payment Amount: $650.

Method: 2 year credit

At the indicated date, I completed a purchase of said product from [redacted]) an authorized [redacted] dealer located in [redacted]

Prior to said purchase, I had telephoned Sony support and sales questioning in detail the device's operating system especially its abilities to SMS texting features. [redacted]; nfd; from Sony, indicated that the device was an excellent choice, free from any defects and had the ability to SMS on its own without a secondary device such as a cellular telephone.

Based upon my inquiries, I then selected the above device from an authorized [redacted] dealer near my home. The dealer also indicated the same answers as my previous inquiries with Sony Inc.

Upon receiving, I began to utilize it at home after purchasing a tablet case and display screen protective cover. Immediately thereafter, I was unable to access and utilize SMS capabilities and usage. In addition the tablet software was apparently in need of service without an available update online. Only online update was operating system. Software service demanded a return of the product because of Inferior issues. Sony would not elaborate. And finally, the lithium factory installed battery was getting extremely hot and discharging instead of charging. The battery also depleted excessively at the 50 percent in just under 1 hour. All attempts to resolve via resetting measures were to no avail.

Finally, returned device to [redacted] dealer who refused to honor any issues on stated complaint and instructed me that it was a Sony manufacturer defect along with Sony failure to provide me with accurate information. [redacted] further said they just sell the data and messaging service and do not warranty product service.

In final, Sony support is outsourced in Dominican Republic. Support refuses to relinquish complainant any further information on company headquarters and legal office located in North Carolina.Desired Settlement: 1) Complainant is seeking immediate new replacement with all software issues addressed and updated.

2) Complainant is seeking and demanding that Sony activate and open its GSM (SMS) in device thus allowing singular usage of primary data connection with [redacted] without having to purchase a primary cellular telephone for device system activation.

3) Complainant is seeking and demanding if Sony cannot perform said function request and demand that Sony pay the full purchase price of a primary ce

Business

Response:

We are sorry to read that the customer is having issue with his new tablet. [redacted] has very specific instructions for consumers with in-warranty repair requests. We recommend that the customer contact [redacted] support [redacted] at ###-###-#### as they have a program to quickly handle tablet support for his SMS and battery issues. If necessary, [redacted] will be able to assist with any in-warranty repair setup unless there is physical damage to the tablet or software tampering detected. If the customer’s tablet has physical damage, he is welcome to contact our call center at [redacted] between 8AM and 11PM EST to arrange for a repair 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:

[Your Answer Here]

First of all, let me address the response made by [redacted] Support. I have already exhausted support assistance from [redacted] via their telephonic call center. I would have never drafted and authored a correspondence to Revdex.com if I did not previously made a diligent effort to gain support from [redacted] as required. Secondly, over twenty five telephone calls and e-mail correspondence messages were dispatched to [redacted] to no avail support. Just received reference numbers from [redacted]. Attempts to escalate the complaint were met with negative response from [redacted] Support personnel. (instruct [redacted] to review my logs). [redacted] staff are deliberately making false and deceitful statements to your (Revdex.com) office. Again, numerous attempts with [redacted] Support personnel to cure and correct the complaint issues were met with negative response. [redacted], according to their response to your office is now alleging possible physical damage as a possibility. Again, this is untrue and they're deliberately attempting to place fault on the Complainant. Tablet was inspected by [redacted] sales personnel. No visible signs of damage. In final, Complainant is seeking resolution into this matter at the earliest possible time. Submitted, [redacted]

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

Sincerely,

Business

Response:

Per our contact center’s notes, we have not heard from this consumer since our previous offer to have his tablet evaluated by our repair center. We welcome the consumer to call ###-###-#### and request warranty service for his tablet. When he calls, he should reference [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me and the matter will be resolved only after ALL indicated issues authored in the original complaint and pursuing responses have been resolved.

Sincerely,

Review: Was told by representative that they would refund me my $9.99 after I did not receive my promotional code. Then sent email saying no refund.

I purchased a movie on the playstation network during a promo they had running. If you purchased amazing spiderman 1 they would send you a code for a ticket to see amazing spiderman 2 in the theatre. I called after the 72 hours they promised were up and was told they would work on it. A week later I called and was told they were creating a code for me and would call back, which they never did. Then today I called and was told by a supervisor named "[redacted]" that a refund would be credited to me. An hour later I get an email saying no refund would be given. So now I don't have a promo code or a refund. They ripped me offDesired Settlement: I want my $9.99 back since the only reason I purchased the movie from them was for the ticket promo they are not honoring.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony PlayStation Network. We spoke with the customer on June **, 2014 and we requested him to fax in a copy of his receipt so that we can review and check refund option for him. The customer agreed to provide a copy of the receipt. We are currently waiting for him to send the 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]

I sent them the emails. Now I am waiting for their reply to how they will rectify this situation

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. We spoke with [redacted] on June **, 2014 and he offered refund amounting to $9.99. The customer accepted the offer and the check request was processed today, June **, 2014. The customer should receive his check within 4 to 6 weeks.

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 will accept the response when I receive my check.

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

Sincerely,

Review: This is the 3-4 4k TV from Sony in a year,and the HDMI port is going out. I have contacted them by email and phone to get the issues resolved. I was promised a full refund of 4999.99 plus 250.00 for the 3d glasses that I will no longer be able to use,only after pointing out the lemon law, and pick up of the defective tv. I have asked several time for a email with the new proposal stating that they would pick up the tv and issue the refund back. They have failed to do so. At this point I do not trust Sony to live up to their promise, and I am scared that I will never be issued my refund as promised. This has put a huge damper on families holiday plans and family movie nights as we can not watch any movies or 3d movies. It is a sad day for me because I have been such a huge Sony fan. Also I would like to point out that this is not the first time I have had to file a complaint against Sony in the past year because of broken promises. I will never buy another Sony tv ever, and I am greatly considering trading my PS4 in for an xbox one. Sony gives thousands away for contest and I have to pull teeth just to be treated with a little respect.Desired Settlement: I want a full refund of 4999.99 plus the 250.00 for 3d glasses ASAP, and there is a part of me that thinks Sony should pay more because I had to miss out on all the sales for a new tv. I also feel that Sony should really step this up considering this is all happening around the Christmas holiday.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony TV XBR65X950B. Sony contacted the customer already, we informed him that the check has been processed and he should receive it within 7-10 business days.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:the amount I'm getting back is not the full amount there is still missing the 250 dollars for the 3d glasses I will no longer be able to use.

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony TV XBR65X950B. Sony contacted the customer already, we advised him to send the copy of the bill of sale for the 3D Glasses he purchased online. Once we have the receipt then we will be processing the refund for this. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I am going g to just keep them and sell them online because I can't find record from Sony's website of my purchase. I am tired of all the hoops just to be treated with respect.

[Your Answer Here]

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

Sincerely,

Review: I purchased my Sony KDL-65W850A TV at Fry's electronics past June. Immediately after the TV was installed by Fry's I noticed vertical bands when the TV image panned out over a solid color background. I called Sony and reported the problem and I was told that this is a KNOWN issue (TCON band) and the TV is defective. Since the TV was within my return policy window, I had Fry's bring another TV and install it for me at no additional cost. However, the new TV had the same issue (if not worse).

After calling Sony and remaining on the phone for around an hour, I was finally able to convince them to send a technician so I can learn whether this is something inherently wrong with this model or it is due to a defective unit. The technician told me the TV was defective and left my house to file a report back with Sony. However, I never heard back from Sony, until I had to call back and remain on hold for close to an hour again to talk to a rep!!

The rep agreed that the report shows the TV is defective, however, they mentioned that they have no power to decide whether a return can be made and asked me instead to send an email to the customer relations group who apparently don't have a phone number!! After months of back and forth between the phone customer service (long hold times) and the customer relations team no one is getting back to me or processing my request for an exchange (case#: [redacted]).

I have been stuck with a defective TV (per Sony's own assessment) for the past 4 months and Sony's hasn't done anything about it other than making me send more emails and stay on hold further. This is the worst customer experience I've had in purchasing an electronic appliance.

Sony is hence declining to honor their warranty with regards to this unit.Desired Settlement: I am requesting the delivery and installation of the same or higher model (of my choice) that is no longer displaying this issue. Otherwise, I would like to request a full refund and monetary damages for the 4 months of owning a defective TV and all the hassle that I have gone through.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television model KDL65W850A. Sony has already contacted this customer and we have already offered a brand-new replacement . However the customer declined on our offer and he wanted an XBR65X850B as a replacement. This is currently being review if possible. 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:

My issue is not yet resolved, I have now waited for another week for sony to assess the feasibility of providing me with the replacement of my choice (xbr-x850b model).The model Sony offered initially as a replacement (kdl-w950b) was not acceptable as the unit had a different physical design, and was not comparable to the unit I had originally purchased.I would like to keep this complaint open until Sony addresses my concern and replaces my defective unit with a working model that has the same features and similar design.

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 Television model KDL65W850A.Sony has already contacted [redacted] and we advised him thru voicemail that unit has been delivered as per CEVA tracking # [redacted] on **-JAN-15.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.I expect a $350 reimbursement check (for installation) from Sony, which I would like to mention here for the record.

Sincerely,

Review: My complaint is against [redacted].

I have been dealing with his company for over 2 weeks now. Ive dealt with at least 5 different people and ive gotten a different answer each time, but no one has resolved the issue. I have proof of emails, as well.

A friend of mine bought a "bundle" through the [redacted] store for me. It was a $100+ value. They said the product was shipped and I would receive it in a number of days. I waited and never received anything. It wasnt until the company was contacted again by my friend that she was told the product had been sent back to the company. They told her the item had been shipped back because they could not find my address. (I had previously bought an item from [redacted] and it was delivered just fine, to the same address.) They then told her they would be reshipping the bundle and a confirmation number would be sent via email. That email was never received so I assume it was never sent.

A couple of days later, a different email was sent, saying she would be refunded and the product was out of stock. I feel that they sold my bundle before they even offered to resend or send it to a new address. My friend never asked for a refund, and they didnt offer to provide any information about the unsent bundle. If the bundle was sent back to them, then it should still be packed and ready to send to me. They never offered to resend the product again nor did they offer to change the shipping address. They told me via email that they should have offered to replace the item instead of just refunding. But an apology does not fix the issue. Today I was told the reason I did not receive my bundle is because the payment did not go through. This is impossible because she was refunded. I was also told to repurchase the bundle. How could I repurchase if it is out of stock? I went to the website to confirm it was sold out and it is. Ive never dealt with the same person twice at this company. There is always someone new working on the case and they each have a different response each time.Desired Settlement: I feel that I deserve a replacement for this bundle and a reasonable explanation as to why all of this happened.

Business

Response:

Hi - our system shows that the credit card was declined when we attempted to ship the order. Our customer service agent explained that in her first reply. We hope that resolves the issue,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], although I have several emails stating the items were shipped and I didnt receive them because my address couldnt be found, I will accept this answer. I have been battling this company for months and I am through. I will not be buying from them again.

Sincerely,

Review: On September **, 2014 I purchased a Camcorder (HDRCX330), from Sony's online store. I did not use it when it arrived at my home, as I was busy with other things. I tried to use it on September **, 2014, I was following the instructions in the manual to set up the language, date and time. I ran into trouble and called Sony for assistance. The agent that I spoke to kept putting me on hold for two hours. I told her I would call back, I did call back and that agent put me on hold for some time with no results. I called back a third time two days later, and the agent was very helpful, did not put me on hold, answered all my question. She told me my camcorder was defective and gave me an address to send it back for a new replacement. By the time Sony sent me a return address label for [redacted] it was October *, 2014, when [redacted] picked it up, it was delivered to Sony on October *, 2014. I was told I had to wait for 7 - 10 business days for a resolution.. There were many more calls and I was put on hold often. I asked for a higher person in charge. On October **, 2014 I spoke to a person named [redacted], I asked about the replacement for my camcorder. Later I received an e-mail from [redacted] saying I had to wait 24 -48 hours to have a resolution. I called back to Sony after I waited, only to be told I would need to wait until the following week to hear. I called Sony again on October **,2014 and talked to an agent who said she could handle the problem, she could not. I have been a 30 year loyal customer and could not believe the way I was being treated. I paid for a brand new working camcorder with my Visa card on September **, 2014 They have the returned camcorder and I have nothing to show for my $ 310.26. I was so upset I told her I no longer wanted the camcorder I wanted a refund and would not do business with Sony again. She said someone from Sony would contact me within 72 hours. I received an e-mail from a person named [redacted] of customer relations saying the warranty on the camcorder only covered repairs and gave me a support line to call if I had any questions. On October **, 2014 I called the support line and was told the same warranty information as before. I told her that I did not accept that. She then told me to e-mail to [redacted]. They did not have a phone number I could call. On October **, 2014, I received an email from a [redacted] saying the warranty only covers repairs. I sent back an e-mail saying I did not buy a repaired camcorder, I paid for a new product and wanted a refund.Desired Settlement: I paid for a new product, not one that needs repair. I am so unhappy with Sony that I do not want to do business with them any more. I want a full refund. I never got to use the camcorder or registered it. Why I was passed around and put on hold so many times is beyond me.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony HDRCX330/B Camcorder. We already offered to exchange the customers camcorder with same model brand new. She said she will think about the offer first. We are just waiting confirmation from her so we can go ahead and process the order for replacement.

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

They are not giving me a total refund. They are offering a new camera, they denied my request for 5 weeks for a new camera, now I just want a refund and severe all contact with Sony. I am a 82 year old, widow, living on a Social security income, it took me a while to save for the camcorder,( but I was a loyal Sony customer for over 30 years) I could have purchased another company's camcorder for less, I wanted the Sony camcorder. I am so very sorry that I did make the purchase, I can not believe the way they treated me. They have had my money which I am sure they are collecting interest on since September **,2014. I suppose that if my $310.26 is going to hurt their company's bottom line, they can keep on refusing my claim. I will accept only a refund.]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Camcorder HDRCX330/B. We were able to talk to the customer earlier today, November **, 2014 and explained that the provided turnaround time for a check request is 8 to 10 weeks. The customer accepted the buyback offer, however the turnaround time is still being refused by the customer. We already explained that the turnaround time cannot be adjusted but customer still refused and said that they will forward the same issue back to Revdex.com and customer ended the call. The check request has already been approved since November *, 2014. Sony considered this case resolved.

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 reject the turn around time. In our high tech world I don't believe Sony, a very high tech company, can not do better.

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

Sincerely,

Review: February [redacted] 2014, I placed my order #[redacted] Bluetooth® Wireless Sports Headset Item: 27-MDRAS700BT/L Color: Blue on Sony Store online and received it on February [redacted] 2014. However, after I opened the shipping box, without even opening its original packaging, through its clear see-through packaging, I saw the headset clearly come defective as wires are exposed in left driver, which is missing the outer layer plastic or a cover that would hide all the wires underneath it. Without hesitation, I called Sony customer service at ###-###-#### and reported my incident. After 20 minutes or so on the phone with customer service then tech support, I was given a RMA# or Reference# [redacted] and instructed to ship the defective item for exchange to Sony Exchange Center, [redacted]. I was patiently waiting for my exchange item for the whole time until March [redacted], 2014 I received an email from [redacted].

"Dear [redacted],

We have received your product for replacement, however, we didn't receive your proof of purchase (P.O.P.).We need your P.O.P to process your product; otherwise it will be considered Out of Warranty.

Sony Service Contact Information

Location: [redacted] Phone number: ###-###-#### 8:00AM - 5:00PM CST

Sincerely,

Customer Service Rep II | Post-Sales Support & Promotion - Sony Electronics Inc | Service SEL

T: ###-###-#### | F: ###-###-#### | E: [redacted] "

I replied to [redacted]'s email and forwarded my order confirmation email to him. I also called Sony Customer Relations at ###-###-#### and expressed my frustration and disappointment. I always buy Sony when it comes to electronics. I have owned a MD Walkman, a 52 inch HD LCD TV, a sound system with 5 speakers, PS3, multiple mobile devices including my latest gadget Xperia Z1s. I have always thought Sony is a prestigious brand that associates with great quality products and exceptional customer services. However, this recent experience with my Sony store online order totally ruined it and changed it completely.

As I writing this complaint, I have not received my exchange product, nor have I received my refund. After more than a month and a week, my issue has not been resolved. This is unacceptable service from likes like Sony.Desired Settlement: As I check on Sony store online [redacted], they have this headset in stock. I'm asking for a replacement shipped to me immediately.

Business

Response:

This is to advise that Sony offered to buyback [redacted]'s MDRAS700BT/L for $52.26. The check has been processed however, [redacted] may not have received it. Sony is researching current status of check. Thanks,

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]

My issue has been reported and communicated to Sony or its affiliates since February **, 2014, the same day I received the defective item. Throughout this period, I have contacted Sony via phone or email many times; after I filed a complaint with Revdex.com and I was asked to contact its customer relation department with reference #[redacted] at ###-###-####, which I did on April [redacted] and April [redacted]. However, on the [redacted], I was on the phone with its male rep more than 30 minutes, which I was put on hold for more than 20 minutes, and then I was advised they would contact me again before 6PM of the day because he needed to do some research. I missed the return call on the [redacted], but I called ###-###-#### again the next morning. This time, the female rep asked to verify my order number, order date, and other information. I was like really? I gave you the reference # and my name and that should be sufficient for verification and then you could tell me my resolution. I demanded my resolution for this matter, and she said they are sending me a check for the refund after I confirmed my mailing address. There, I spent another 20 minutes or son on the phone with them.

Repeatedly I had to go through this kind of hassle with them. What they could have really done is, simply credit back the same credit card I used to pay for order. Now, I would have to wait for another week or so for the money they took from me.

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

Sincerely,

Business

Response:

IF has been confirmed that this check was not cashed, therefore [redacted]'s check will be reissued. He should have the check in approximately one and one half weeks. The check will be delivered by overnight FedEx delivery. Thanks, [redacted]

Review: I want to express my grievance against Sony. On or around December ** 2012, I purchased a Sony AV Receiver model STRDH520. I am an avid music lover and was a fan of Sony products. So, this AV Receiver meant a lot to me. After about four and 1/2 months of [redacted]ship (April 2013), the receiver would not power on. This was very disappointing for me since my birthday was approaching. I called Sony and reported the problem, and they did make me happy by saying they would repair it. I received my receiver just in time for my birthday party.

Unfortunately, the resolution was short lived; because in the month of September 2013 I had the same problem. I shipped the receiver back to Sony again. I love my receiver so, I was not yet upset. Sony repaired the receiver again. I was back listening to my favorites tunes. However, in December 2013, I encountered the same problem of the receiver not powering on. This is when I began to become dissatisfied with this product. This time Sony replaced my unit with a refurbished product of the same brand/type as the product I purchased. I was able to enjoy this product for about three months before it too went out in March 2014. I shipped it back to Sony again. This time Sony was requesting a copy of the receipt for the product. I informed them that I had moved twice and I have misplaced the receipt, and I sent in a copy of the receipt the first time I shipped the product back to Sony. I also informed them of how much trouble I have had with this particular product. As a result, they sent me ANOTHER refurbished unit and assured me that I wouldn’t have any more problems, or be questioned about a receipt. Sony now refuses to extend the warranty on my product. Every time I call and speak to a representative they always tell me that someone will call me back. Of course, no one ever calls back.

As sure as the sky is blue, the entire situation happened again. I shipped the receiver back to Sony on August **, 2014, and Sony received it on August **, 2014. Once again, I was asked to submit a copy of the receipt, and we went through the same saga again. Afterwards, I was told that a representative would call me, and a representative called me, however, the representative treated me as if I was not the [redacted] of the product. Again, I did not get anywhere. I called Sony every single day in the month of September. They promised me a new receiver by September **, 2014. They still have my receiver and when I call they keep telling me that they do not have a tracking number to give me for my receiver being shipped. I felt as though they either did not know the location of my receiver; or they were hoping that I would just give up.

I told them that I would be contacting the Revdex.com. I received my receiver a couple of days after that phone call with [redacted]; which was September **, 2014. Of course, the receiver was refurbished, and the remote does not work properly. So, I am still left dissatisfied with my receiver.Desired Settlement: After all the trouble that this product has given me, I feel that I should have been given new model receiver with a new extended warranty. A few extras would be nice too! Sony has proven to me that my brand receiver is NOT a quality product. I do not appreciate all the drama I had to go through just to listen to my music. I thought Sony was the best producer of electronic products. After all of this trouble, this is one time I will DEFINITELY ADMIT I WAS WRONG, and I HATE to be wrong.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Home Receiver model STRDH520.

Sony contacted the customer already, left a voicemail. Sony would like to offer him a brand new replacement with a 90 days warranty. We could not give him 4 years extended warranty. Please understand that a limited warranty accompanied the product at original purchase, that warrants against defects in material or workmanship for a designated time period. This model has 2 years warranty (730 days) from the date you purchased the product.

This will be Sony’s final, offer if the customer is interested he may reach our agents at:

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US: M-F: 8am-Midnight Eastern

US: Sa-Su: 9am-8pm Eastern

Sincerely,