Sony Corporation of America

Review: I took a SONY Blue ray player and it is under warrentty.But it is not working properly.Display gets off and on repeatedly.

I called SONY customer care to talk about this.The call went through for 30 mins and they asked hold and disconnect the call.

The product is still under warrenty.Desired Settlement: I want my money back

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony DVD Player BDPS3100.

Sony has talked to the customer and we already discussed the procedures that we need to complete to help him resolve the issue. He may refer to event number [redacted]

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

Sincerely,

Consumer

Response:

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

[Your Answer Here

we were not happy with customer support,because they asked us to send the order receipt to an e-mail Id,which has be done but didn't here anything back to our e-mail.

we don't have any words for their response.

Ask them to give our money back and we decided to not to buy any products from sony of this poor customer service.please resolve this issue at the earliest.

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

Sincerely,

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 BDPS3100. Sony has

contacted the customer and the customer accepted the offer of a brand new exchange at no

charge as long as unit has no physical damage. The Customer has been provided a shipping label

to accomodate shipping back to us.

If you have any questions or require additional information, please feel

free to contact me at ###-###-####.

Review: I purchased a Sony Walkman Sony NWZ [redacted] S/N [redacted]. When the unit failed within the warranty period I tried to get service through Sony's website, they failed to reply. I finally got their service to escalate it to someone who actually talked, previously I was just getting automated apology emails. They then refused service because I didn't have the emails sent to them during the warranty period, I didn't have them because Sony requires the message be submitted on-line through the website and not email! I had to attempt to have the player repaired myself and it was destroyed! That never would have happened if Sony didn't ignore me and then refuse service again because I didn't have the messages from their website, not emails, messages because that is how they ask to be contacted for a warranty. They ignore messages until the warranty is over then refuse service because out of warranty, it is no one's fault but their own shady service behavior! After refusing service they also tried to sell me a player, not provide service, they tried to get me to buy another one, meanwhile I had contacted them during the warranty period for a replacement and they ignored me to dodge the warranty and then tried to get me to pay them for another one.Desired Settlement: A Sony mp3 Player to replace the one that should have been replaced when I contacted them during warranty, now! I should ask for repair fee's (tools, supplies, etc.) also but I shall settle for a replacement.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony NWZE345. Sony has contacted this

customer via email before. Sony will not be able to assist the customer. The

customer has no proof of purchase. The customer no longer has the unit. The

serial number provided by the customer is for a computer and not this unit.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I asked the Revdex.com to adjust the complaint immediately after sending, it wasn't. It should have asked for an "apology replacement" for inferior or complete lack of service. This was and is a lengthy irritating time with Sony products and service, an apology is due, words in this situation from a business are without substance or value, an appropriate apology would be a complimentary replacement. Ignoring me during warranty then trying to sell me another player after the warranty expired is not apologetic, it is insulting and not acceptable in any way. I was first ignored then I had to email Sony recently many times just to get someone to talk about service, the service was then also not helpful. I don't have the unit any longer, I might have sent the wrong number, I have two numbers it is either S/N [redacted] or [redacted].

Your service representative asked for the original messages sent to Sony, for warranty assistance you do not have email, the messages were sent through the Sony website, I received no emails from Sony, how could I have those messages if you never emailed, service was of no help, they said they didn't have the messages. You never provided the service that should have been, only providing a lengthy stressful irritation, not service, since originally messaging Sony a long time ago I have misplaced the printed receipt, if you helped then I had the receipt, and the defective unit. I have my units serial number, it is [redacted] or [redacted]. Regardless at this point I asked not for ordinary warranty service, I asked for an apology in the form of a complimentary replacement player for this lengthy irritating time with either no service by ignoring me, then inferior service by not immediately letting me talk with someone about the situation, then inferior again by not having the messages sent during warranty and trying to sell me a player. I would appreciate the aforementioned apology.

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

Sincerely,

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony NWZE345. Sony has contacted this

customer via email before. Sony will not be able to assist the customer. The customer

has no proof of purchase. The customer no longer has the unit. The serial

number provided by the customer is for a computer and not this unit. The other

number provided by the customer is not a serial number for any Sony product. Sony

would not be able to meet this customer’s request for an apology in the form of

a complimentary player.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Those were the numbers on the player, I even gave those numbers to your service representative and they had a manufacturing date and everything for it, and it was the mp3 player not a computer.

I'm never buying Sony again, your service is terrible. You ignore customers until the warranty is over then reply with an attempt to try and sell them new players, shame on you sony, never buying from you again

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

Sincerely,

Review: Letter I wrote to sony warranty:

I have been a lifelong Sony customer and have been very pleased with their products. I have purchased computers from Sony – cameras, walkman’s, alarm clocks, stereos, headphones, and televisions. You name it I purchased it.

So in December of 2011 when I decided to upgrade my tv I decided to buy the Sony 55-Nx810 led 3d television and also purchased a sony playstation 3 , I didn’t hesitate, And Sony never did wrong by me Up to this point, I would recommend to all of my family, friends and readers.

Well, over the last few months, the Sony LED TV has run into some issues. Whenever I turn it on, the bottom left corner of the screen produces a black square cloud image and also above the sony logo is mis-colored black images. The problem never goes away and since I paid just under $3,000 for this tv, this type of behavior is unacceptable. A few pictures are attached

I understand that the Sony warranty is 1 year; however, when someone pays close to $3,000 for a piece a television, one would expect it would last for more than a couple of years. This one didn’t even last 2-3years.

So I called Sony Customer Relations yesterday. They told me that they could possibly help me, even though I was out of warranty and that they needed me to pay a Sony Technician to come out to my house. I feel uncomfortable paying more $$ out of pocket on an issue Sony may not fix.

Acting as diligently as possible, I contacted the local Sony Technician right after that call. The technician knew what the issue was right from the start. Said wouldn't be worth fixing but needed replacing.

This time, I spoke to Another rep from sony and After reviewing my file she said the television was out of warranty and that there was nothing she could do. She said that televisions are subject to wear and tear. WEAR AND TEAR? I don’t take it mountain biking with me. It just sits in my living room.

I asked her if there was any supervisor I could speak to. She said no not for a week as they were closed !! I then asked her where she was, she told me that the Customer Relations Department is in Florida. I again asked her where she was, she said she was in the Philippines so which is it ?

Peculiar, there is no supervisor or any one else to speak to other than a customer service rep in the Philippines.

Money is not the issue, but as an attorney by trade (as well as an internet blogger and international magazine article contributor) I stand up for people that have been wronged. In this situation, I feel that I have been wronged. If I had that tv on for every minute of the 17 months it worked, I still would not have gotten the benefit of the bargain. Sony, I expected more from you and your product – much, much more.

Over my life, I estimate I have spent about $50,000+ on Sony equipment. No more. I’m going to take my business elsewhere if I cannot get a satisfactory resolution to this matter.

Anyway after doing my own research and help from another attorney I have discovered the Maine Implied warranty law in my state of Maine where I purchased the sony, has a 4 year defective electronics law called MAINE IMPLIED WARRANTY LAW covering consumers from this exact situation of not honoring defective electronics. I would like sony to follow the law and replace my defective sony tv. If I don't hear back from sony with a soliton that follows the Maine implied warranty law I will have to take further legal action which I would rathe not do but it is my right as a state of Maine consumer. I hope to hear back with a appropriate solution. Thanks [redacted].

Sent from my iPhone 10Desired Settlement: I would like either a warranty replacement or repair under Maine implied warranty law.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding KDL55nx810. Sony has contacted this customer and was advised that we will replace the tv with model KDL55W900A A-Stock At no cost we will do In-home swap. customer already accepted the offer..

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

Review: I took my Sony DVD player to Sound World (the company that I bought it from) and they in turn sent it into Sony for repairs. The DVD was repaired and returned to Sound World. I then went to Sound World to pick up my DVD and was billed $175.24. I took the DVD player home and hooked it up to my TV only to find that it was not repaired as it did not work. It had the very same problem it had prior to me having it repaired. I called Sound World and was told I would have to deal with Sony directly. I called Sony and was told the repair had a 90 day warranty and that I was outside the warranty limit. This is indeed true, however, I was never informed of a 90-day warranty limit. I live in [redacted] and Sound World is in [redacted], Wisconsin. I am 80 years old and am not able to drive to and from so I relied on my grandson to transport the DVD player for me. This is the reason so much time had lapsed. Both Sony and Sound World refuse to help me.Desired Settlement: I would like the $175.24 I spent for repairs refunded to me.

Business

Response:

On 4/**Sony contacted customer and ask customer to shop around for a comparable model of equal value. If customer finds model of equal value Sony will considering replacing at no cost. If of higher value, cusotmer will replace at a cost. Customer agreed to this plan on 4/**. Thnank you very much, [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 complaint has not been resolved because Sony will not replace my system as they indicated they would. I was told to pick out a unit from their website that is similar to my broken unit. I called my local dealer to make sure I pick a unit that will be compatible to my existing home theater system. My dealer proposed 4 different units but Sony tells me they don't have any of them in stock. (?) They do have one in stock however that is more expensive and want me to pay an additional $150 for it. I do not want to give them more of my money.

I also believe that the "6" different Sony reps that I was transferred to (during my 05/**/14 phone call ) put me on hold for 15 - 25 minutes each, only to have fun at my expense. They kept referring to my "complaint with the Revdex.com" and then I would end up on hold again. I spent over 2 hours on the phone with them treating me like that. I'm very frustrated. All I want is the money back I spent on bogus repairs but they will not return my money nor will they make it possible to replace my unit.

Please advise.

Again, thank you.

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Home Theater System model DAVHDX275. We contacted the customer yesterday to discuss the issue. The customer returned the phone call today and we offered customer a replacement unit. Customer accepted the replacement offer and Sony will send customer a brand new DAVTZ140 with 90 days warranty at NO COST.

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 purchased a new TV from [redacted] in [redacted] it was delivered to my home September [redacted] 2015. Prior to my purchase I visited the Thousand Oaks [redacted] Store, where the sales representative told me that it was the company policy to give a 15 day grace period and that within that time frame [redacted] would exchange or refund my money if I was not happy with my purchase. He went on to say if it was a few days over that would not be a problem. I did in fact purchase my new TV from the [redacted] store. The TV worked great for the first 10 to 12 days then around October [redacted] it malfunctioned (picture went snowy) it would work fine one day and then break the next, the problem is intermittent. Regrettably I did not take it back to the store at that time. I was busy and did not have the time. I did phone the Simi store on October [redacted] and spoke with Laura she said someone would call me back within the hour, no one called. The next day I boxed up the TV and returned it to the store, they would not accept the return saying it was out of their return policy time frame. They did test the TV and it worked fine. (its an intermittent problem) I brought it home it worked fine, the next day its broken again. The store assistant manager Felix N[redacted] told me to call Sony and have them come out to fix it. I went to the store to talk with the Manager Sia T[redacted] over the next few days but he was not at the store when I visited. I called Sony customer support on November [redacted] and was assisted by Shad she told me after a lot of questions and being put on hold several times that I was eligible for a NEW replacement TV and that she was making arrangements for that shipment. At the end our long engagement she told me that she would be transferring me to another person who would finalize the arrangements. I was transferred to Jan who instead of taking care of the delivery of the new TV started all over again with the same questions. So here we are. My wife phone Sony customer support November [redacted] without any luck in resolving the problem. They told her that someone would call her back within 24 hours, no one has called. So we now have our new $4,000 TV in the house (not working) and we are back using our old Sony TV. We are more than a little frustrated!Desired Settlement: I would like a NEW, NOT REFURBISHED replacement TV the same or better features than the one I purchased as Sony's representative Shad told me on November [redacted] 2015, or my money back.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Michael Polhill about the Sony 4K Ultra HD TV (XBR75X850C). Sony has contacted this customer and was advised that the warranty coverage of his television is for repair. We explained to the customer how the repair process works but since the customer was not satisfied of having a new TV repaired, we considered the customer's request to send him a new television with the same model number. We also advised the customer that the replacement TV will have the remaining warranty of the original unit. The customer accepted the agreement for the new replacement TV, and Sony considers this case resolved.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:

As I am not yet in receipt of the new TV I cannot say that this problem has been resolved. After receipt and inspection I will able to sign off on this complaint.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Sony contacted the customer today and was given the CEVA tracking number of the replacement TV which is [redacted]. The customer was advised that according to CEVA Logistics’ website, the estimated delivery is on 11/**/2015. However, the customer claimed that someone from CEVA already called him and was advised that the delivery is scheduled for today. We advised the customer to contact CEVA directly as the tracking information we provided him was based from their website. The customer agreed to contact them to confirm the delivery.

Thanks,

Jim C[redacted]

Consumer

Response:

First I would like to say thank you to the Revdex.com for their help in this matter. The new TV has arrived and appears to be working great. I am saddened that I had to go to these lengths to get this problem resolved. Sony does not know this, but all of the electronics in my home are Sony brand. I have been a very good Sony customer. I was further disappointed that Sony only offered me the balance of the original warranty. It would have been a nice touch to give the full 12 month warranty on the new TV. I feel this treatment of me to be mean spirited. We are only talking about about 6 weeks coverage. No matter, clearly Sony wishes to have the shortest relationship possible with me. How sad. I will never buy another Sony product.

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: Re: KDL50W800C

On 6/**/2015, we purchased a Sony TV through [redacted]. Upon receiving it and installing it, we discovered using the enclosed TV stand that the TV *LEANS FORWARD* and because of this, seems unstable should we encounter another earthquake. On 6/** we contacted Sony to report this problem, and were told that little rubber feet that would normally be attached to the front of the TV stand, were missing from our purchase and needed to be replaced. On this date, we were told that the part would be sent to us via 2 day shipping. One week later, we still didn't receive this promised part. Today, 7/*/2015, I received a phone call allegedly from Sony's esculation department saying that the part was currently unavailable. Initially, rep Yuri told me that while Sony does not have this new part yet, that I could shop for it myself. It was only after I pressed her to help ensure where I needed to go exactly and locally, that it became clear that NO ONE has this part yet - as it is a new product. She told me it would be another month before this item would be available. She knew about the unsteadiness of their product that SHOULD have already included this part. As I understand it, even though only the 3 rubber feet are missing, that replacing it would require totally replacing the entire TV stand in order to have access to little, included parts. I made her aware that time was an issue, so she knew the risk both of us were taking in waiting. Knowing this, I ultimately gave in and told her I would accept getting the missing part that should have been included with my product (but wasn't) better later than never. She then said she would authorize a buy-back in order to replace the missing rubber feet. She wanted me to send the tv back (which would require taking the tv apart, finding a box large enough to ship a 50-inch television, and then absorbing shipping cost. But even if we did accept this long tedious process, we'd still find ourselves without a TV. The TV works GREAT, and we won't don't think it makes sense to return the entire TV *just to replace 3 rubber feet attached to a metal TV stand." I told her that this was unacceptable AND A GREAT HARDSHIP, all for the sake of 3 rubber feet. This was unacceptable and didn't make any sense, and I flat out told her so. I told her to just ship it to us when they have it. At this point, she withdrew her offer to do so, stating that RETURNING A 50 INCH TV WAS MY ONLY OPTION to remedy the missing feet. I found this to be unreasonable and I repeatedly told her so, and that I would accept getting the missing part sometime in the next 30 days. I asked to speak to a manager, but Yuri responded "I'm as high as you can get." So she refused to pass my call onto someone with greater authority. Since Yuri was continuing to be argumentative, I closed out the call re-stating that I would be expecting the missing part as agreed to earlier in the next 30 days.Desired Settlement: A correct TV stand for our KDL50W800C tv that includes ALL related parts INCLUDING the 3 rubber feet that normally attach to the TV stand frame. In the end, all we want is what we paid for and never got -- the complete TV stand for our product. Fair is fair.

Business

Response:

Dear Revdex.com,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL50W800C. Sony has contacted the customer and was advised that as of today we don't have the part needed. We do not want him to wait any longer and be with out a television that is why we are offering a brand new replacement for the same model. However, should he decline that offer the last option would be to buyback the amount he paid for the television. We also sent an email with the same content and we are waiting for his decision on the matter. Sincerely,Jim C[redacted]?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].On 7/**, I spoke with representative Joseph at which time he agreed to exchange the TV that was purchased with parts missing for a new one. I was told to expect delivery within 5 to 7 business days and that the following would transpire. Joseph said he "guaranteed" that the new TV would absolutely include the missing parts,namely the little “feet” that are to be included with the TV stand assembly that serve to stabilize the TV and prevent it from leaning forward. This simple missing part is the sole reason for this exchange.Joseph also said that he was supplying me with the appropriate materials to re-package the old set to ship it back to them, that I would not be charged for return shipping, and that he obtained approval to have a carrier subsequently pick up the old TV from my home for return to them.On the condition that the previously missing parts are finally provided and included with the new TV and that shipping occurs as agreed to above, I find that this resolution is satisfactory to me and that the matter has been resolved, as long as this replacement product includes the previously missing TV stand "feet." In the event that this does not occur, I will seek to re-address this at that time. Hopefully, this will not be necessary and I thank you and Sony for your assistance in resolving this matter.

Sincerely,

Review: I purchased TV from Sony Store [redacted] on November 2013 for $ 5700.00 as of May 2014 has dropped to $2999.00 a difference of over $2000.00. I think Sony should deduct $2000.00 from my Finance charge. I have it with Sony Financial Services GE Capital retail Bank Acct # [redacted].Desired Settlement: I would like my Financed account credited $2000.00 I have to make monthly payments for 3 years

Business

Response:

Thank You for contacting Sony Electronics Inc, regarding the complaint you received from [redacted] regarding the television with model number XBR65X900A, Sony already contacted the customer wew will send $200 gift card and the customer accepted the gift card as of now we already have tracking number for the gift card [redacted].

If you have any additional rerquirements please feel freee to call us @[redacted]

Consumer

Response:

F

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

[Your Answer Here]

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

The television went down in price over $2,000.00 and it just is not fair. I am making payments on this through Sony Financial and knowing I paid of $2,000.00 more upsets me

Sincerely,

Review: I ordered 2 TV's from Sony on May [redacted]. On May 2[redacted] I received notification that 2 TV's where being shipped. A few days later I received notification from [redacted] that they received 2 packages and that the delivery date was on May [redacted]. On May [redacted] I called [redacted] because I had not received anything. [redacted] continued to tell me that they never received but 1 TV. Seems strange considering their shipping papers specified 2 packages. [redacted] said they can not deliver incomplete orders unless advised by Sony. So...I called Sony and asked them to give [redacted] the authorization to at least send one TV. I finally received that 1 TV one week after the delivery date. Still no one could tell me where the second TV was. I called Sony every day asking for information and was just given the run around and to wait 24 - 48 hrs. Every day I called they told me the same thing. At one point a customer service rep from Sony told me a replacement was sent out but he did not know the status because the warehouse in Chicago did not email him back. When I asked for to call the warehouse and ask, he preceded to tell me that the warehouse does not have phones...Seriously!!! Today June [redacted], I still do not have the second TV that I purchased. I called Sony again, this time finally talked to a "[redacted]" she told me that they do not send replacement TV's and that an investigation is required to find out what happen. While on the phone with her, I received an email saying that a credit was applied for a return back to my credit card. I do not want a refund or return, I simply want the TV that I purchased as promised by Sony.Desired Settlement: A replacement TV should be sent out ASAP expedited and delivered on next day delivery. After my order is complete and delivered then conduct what ever investigations you need to conduct. I, the customer should not have to suffer of a mistake by Sony.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about delivery issues. We called customer today, June **, 2014 and referred him to the Sony Store Customer Care Department to directly discuss his situation as they handle all sales-related issues.

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

Review: I purchased a Song DVD Player from [redacted] on 11/**/2013 and been having issues with the dvd player, it keeps freezing, skipping pictures. I've tried all DVD's even brand new one fresh out of the case and it still an issue. I've called your company numerous times and been hunged up 5x and been told I have to pay 34$ for another one. Excuse me it cost me that much brand new. Warranty is for 1 years and it's only 11/**/2014 I still have 4 more days for replacement.Desired Settlement: honor the 1 year warranty. You are a sony company I own almost all your product and never had an issues that breaks down in less than 1 year. All my sony last me for many years with no problem. How dare you guys charge us to replace a refurbished dvd player for the same price as a brand new one.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] , about the Sony DVPSR210P. Sony has already talked to the customer.Since this product was released in the market 2/**/2012, we requested him a copy of the proof of purchase so that we could accommodate the exchange of the unit. Without the bill of sale the unit will be considered out of warranty, thus Sony will not be able to honor the customer’s request. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted]

Consumer

Response:

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

I have listen to the message that was left by "[redacted]" As I stated on my voicemail, she needed to speak clearly and slowly so I can get the phone # and ID # to return her call, I am hearing impaired and had explained that numerous times and still the messages were unclear. I have proof of purchase from a bank statement. and it was bought on Jan [redacted] 2014. The receipts I have no proof of but I spoke with my bank and they search from 2013-2014 and that was only time I bought it from [redacted] in stores. I know it was Jan because I had a major surgery and was in case and riding around in a scooter and purchase the DVD player because I was laid in bed for the next 6 wks. So I hope the statement is proof enough. ]

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 DVPSR210P. As per fedex trk [redacted] it shows that the replacement unit has been delivered to the customer’s address. We have called the customer and confirmed from her that she already received the replacement. Sony considers this claim completed.Thank you,[redacted]

Consumer

Response:

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

Sincerely,

Review: I pre-ordered the digital copy of MLB 14 the Show from Sony’s Playstation Store prior to the release date. With the promise that I would be able to begin downloading the game at Midnight Eastern time if I preordered, I figured there would not be a problem. However, the next afternoon came and the game was still unavailable to download.

I used the chat service that Sony provides to request a refund. That in itself was an ordeal as it takes a long time to even get connected and then the service randomly disconnects and reconnects. A terrible system, but the phone wait time is always listed at over 30 minutes and there is no way I have that amount of time in order to request a refund.

My first chat with an associate gave me the case number [redacted]. I was told I would have a refund. I confirmed my details. I was told the refund would be ready immediately. I received no refund. The second day, I contacted Sony and was told that it would take five to seven days. Today, in my email, I received an odd looking email from Sony saying that they needed to “confirm” more details and that I needed to call them. All of that seems incredibly suspicious and I am not going to do that. I tried to log onto the chat service today, waited fifteen minutes to be connected to an agent only to be disconnected.

This is a simple $60 refund that I am requesting from Sony. I purchased a physical copy of the game (which is made by Sony) so they already have that money from me. But, I should not have to jump through all of these hoops and spend this much time online just to get a refund for a game in which Sony failed to deliver upon their promise. I want a refund to my card immediately.Desired Settlement: I want the amount of my original purchase refunded to my Mastercard immediately. I do not want store credit or any sort of thing like that. At this point I never want to purchase a download from Sony again.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his refund or exchange issues . We have been trying to get in touch with this customer since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, June **, 2014. We are currently waiting for the customers call back. Sony needs a copy of his receipt so we can review and facilitate possible refund.

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 have tried the contact phone number twice and both times I waited around 20 minutes on hold with no response. This is not appropriate.

The email associated with my account is [redacted] or [redacted] (I have used both). Additionally, my username is [redacted].

I have given Sony money and Sony has given me nothing. I want the entirety of my $60 refunded immediately. I don't have dedicated time to sit on the phone and wait for a Customer Service Representative, particularly when this is a mess-up on Sony's part and certainly not mine. I feel like at this point that Sony is playing some sort of game in hopes that I will forget about it.

Attached is a copy of the receipt I received via email.

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

Sincerely,

Business

Response:

Thank you for your update. We have been trying to get in touch with [redacted] since June **, 2014. We already received the copy of the receipt and we were trying to reach his to discuss refund option. We sent him a Contact-Us email today, June **, 2014. We are currently waiting for the customer to call us back.

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

Review: I purchased a Sony TV that came with a free year of Netflix. It was a promotion that could be redeemed through the TV itself by connecting to the internet. I had been trying to redeem the promotional offer and had been unsuccessful. I had contacted Sony customer service through online support several times, and was given varying instructions on how to redeem it, none of which worked. Finally, while online with customer service the day before the expiration date of the offer, I was told that I was given incorrect information, and that Sony had removed the application for direct redemption quite a while before the end of the promotion, and I had to call in to receive the offer. I was given a number, which I called, and they were already closed. I spoke again to online support and expressed my concern that when customer support reopened, it would be a day past the deadline. The online support person told me not to worry, to call them and explain and they would help me. I asked online support if they could email me a copy of the online transcript, and he told me their system couldn't do that (which I found odd, as most do), but that I could copy and paste the chat to save it.

I called the next day and explained the situation. I was told again that I was given the wrong information, that Sony had removed the direct redemption app from the TV well before the expiration date. This person told me that if I faxed in all of my information, proof pf purchase, TV serial number, etc., they would take care of it for me and I would hear back in a couple days. I followed all of these instructions, faxed all necessary paperwork, and waited to hear back. When I hadn't heard back in a couple of days, I called to follow up. The person I spoke to said they had received all my paperwork, but that they were sorry, it was past the deadline and they couldn't fill the promotion. I went over the entire story again, and let her know that all of the people I had spoken to in the last few days since the deadline had told me it would be taken care of. She said that since the first call was the day after the deadline, they couldn't help me. I let her know about all of the online chats that took place in the week before the deadline, and she asked if I had record of any of them. I told her I had the last one, and she asked me to email it, so I did.

She just called me back, and told me they received my email, but because their system can't verify the dates of the chat, even though it has the online service rep's code and information, their system doesn't record that, so they still can't help me. And that even if they could verify the date, since the deadline is past, there is nothing they can do about it now. She said the only thing she could offer me was a couple months added to my warranty, which I find completely unacceptable, and I also purchased an extended warranty with the TV, so it wouldn't do me any good. And I find it hard to believe that a company such as Sony cannot provide this.

I feel that because I was given the incorrect information so many times, and was told instructions on how to redeem this promotion that they knew were not going to work, and the fact that they removed the way to redeem before the deadline, that this is a "bait and switch" type tactic. They also removed the direct redemption app well before the deadline, making it harder for consumers to redeem the promotion.Desired Settlement: I feel that it is Sony's responsibility to fulfill the promotion that was offered, as I first contacted them before the deadline, and was given incorrect information, so it was not my fault that I hadn't called in sooner, as I was following their instructions and was not provided with the number until it was too late. They also removed the direct redemption app well before the deadline, making it harder for consumers to redeem the promotion. I want my free year of Netflix, that is the only acceptable option to me.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her complaint with Sony Television KDL50R550A. We spoke with the customer on May ** and May **, 2014 and explained to her that Sony is unable to send her the codes needed since the Netflix promotion has already expired last December **, 2013. Customer communicated with chat support and the customer has been advised by the chat support representative to contact Sony Customer Service via phone support to request for the promotion codes. Sony records show that the customer's first contact with Sony to request for the code was on May **, 2014. Since the redemption period has ended, we explained to her that there is noway in our system to send the coupon code.

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

Review: Last year I bought a new Sony XBR-55X900C HDTV from B&H Photo. I have had the set only about 9 Months. The set does not work right due to a design problem by Sony. When I noticed the issue I called B&H, but it was now beyond their 30 day exchange policy, and being that the set was still under the 1-year warranty, that I needed to contact Sony.

I contacted Sony in the early fall of 2015, and explained that I had a 'light bleed' problem in the showing in the corners of the screen, and all around the edges affecting the picture. Sony told me the set was working normal according to there engineers. The problem then got worse! I called B&H again, but they refused to do anything. So I called Sony service, and go more run around with them not acknowledging the problem. Finally I sent them photo of the screen, after I heard that hundreds, if not thousands of customers were all complaining and having the same issues. This is NOT an exaggeration!

In fact, [redacted] stopped selling the sets until Sony fixed the issue related to the very thin screen thickness - Sony did not. Other retail outlets stopped selling the sets too, or have deeply discounted them at a close out of nearly 60% off the original price back in August 2015 when the sets were first delivered.

Sony asked me to pay out of my pocket to have Best Buy send a technician out to evaluate the set. The tech said that this is has been a plagued and very problematic set for them and that even for him to fix the flat screen, that sadly Sony is no longer making the flat screen part available. Thus you cannot fix it!

Warehouses like [redacted] and Sony's are full of these sets that no one wants due to the problem with the light bleed screen issues. I asked Sony to refund my money - The refused and still will not acknowledge that these TVs are a design failure. Sony offered to give me another exact model 900C series TV and I refused. I told them I did not want to exchange for just another TV that has the same issue and no parts availability even under warranty. Again they refused, and closed my case # [redacted].

I have copied nearly 100 pages worth of consumer complaints on the Sony 900C series 4K HBTV sets and have those as evidence if needed. Many customers have said they were taking issue with the Revdex.com, and various State AG's offices as a result of this major Sony rip-off. I too plan to file suit as I have gone nowhere calling Sony and their Executive offices in NY.Desired Settlement: Albeit I paid B&H Photo in New York $2,498.00 for the set, I feel it's out of their hands, and not their fault for Sony's bad design. Give the TV is still under warranty, I feel this is Sony's problem and that they should make good on a full refund given that I have lost faith in both their products, lousy service and warranty support.

I also want to be reimbursed for the $99.99 I had to pay [redacted]s Geek Squad to have the set evaluated for Sony.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Sullivan about the Sony 4K Ultra HD TV (XBR55X900C). Sony contacted the customer via email today and the content of the message is below: "Hi [redacted], Good day! We received the complaint you forwarded to Revdex.com. We understand that you are having an issue with your Sony TV and we apologize for the inconvenience. Please be advised that since we already confirmed that your TV is for service, what Sony can do is to process a brand new replacement TV of the same model number. We apologize for not meeting your request but Sony is unable to process a refund as it is not covered by the warranty. Sincerely, Grace Sony National Customer Relations"Sony is currently waiting for the customer's response. Thanks, Joe B[redacted]

Review: Sony advertises a product as being in stock and accepts payment and says the item is being processed. Meanwhile the item is on back order and not in stock at allDesired Settlement: We are only in Florida for a short while, we want the item shipped immediatly or we want the money returned for both the item on back order and the items delivered which consited of part of the order. Being a Blue Ray player and connection cables. AT NO COST TO US. Sony comited themselves to sell a 48 inch smart tv for $668 Dollars and should be obligated to deliver

Business

Response:

According to the customer order, [redacted], the TV was delivered to customer on April **, 2014. A complaint was filed on behalf of the customer regarding Sony's business practices. Sony considers this claim resolved. Thanks, [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 item was delivered , however Sony was not upfront saying the item was in stock at the time of purchase when it was notin stock. They had the item on back order and we barely were able to meet the delivery date as we were leaving the next day.

Sony is not ethical in posting items on their website and having therir agents making sales and claiming the items are in stock.

When we address the issue with them they just say their website is not up to date and they have a waiting list as the items were oversold. Yes we purchased our television from Sony had they told the truth we would have shopped elsewhere. The fact Sony got a sale does not excuse their mode of operation and lack of sincerity.

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

Sincerely,

Review: Purchased Sony Blu-Ray player w/ Internet features including Netflix. Connection to Netflix goes through Sony's servers. For the past several months, at certain times of the day, the Netflix connection slows down to less than 1 MB rendering it unusable. All other services work properly. Netflix works properly on other devices through same Internet connection. Speed tests at 20 MB. Contacted Sony who is aware of the problem but has no timeframe as to when it will be resolved despite it having persisted for several months. We are past the return date from reseller, asked for refund from Sony and they refused.

Amazon Order #[redacted] 9/*/2013

70.95Desired Settlement: Fix problem or issue refund

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony BDPS185. Sony has contacted this

customer. We are awaiting the sales receipt for the product.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Already sent receipt to Sony on Feb [redacted].

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Receipt attached, again. How many times do I need to send this? I've been a loyal sony customer my entire life and have spent well over $10,000 on sony products. The sheer incompetence and ignorance I'm seeing here will ensure I never spend another dollar on a sony product again.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDPS185. Sony has contacted this customer and has offered a full refund with the return of the unit to Sony. The customer no longer has the unit. Sony would not be able to process a refund without the return of the unit.

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

Sincerely,

Review: I ordered the a7R Full Frame Mirrorless Camera from Sony on May **, 2015. When I ordered the item, I was informed that the item is being back ordered. A few days (June *, 2015) later I received an e-mail from Sony Store saying my order was canceled since it was unavailable; I find this unacceptable because when purchasing this item I have already agreed to that I will wait for back ordered, instead a few days later without my consent my order was canceled due to unavailability. How come my back order status did not follow through? Why did Sony want to lie to it's customers? I feel Sony did not want to back order this item anymore so they just canceled my order, this is why I am not satisfied by the company's act. If you had me agree to the terms and conditions during purchase then you should also agree to the terms and condition of the back ordered issue or else Sony is lying to it's customer. I feel like Sony is not being truthful and are lying to it's customers.Desired Settlement: The company should have first said that the item was unavailable and could not be back ordered or if back ordered was possible they should have not canceled the orders due to unavailability. If they don't have the product anymore, they should find an substitution product instead. I am perfectly fine waiting for the product since I expected it is in back order status. I am in no rush for this product. After I purchased the camera, I have already purchased the necessary accessories for this camera, now without this camera I don't know what to do with them since the camera order was canceled. I would like to have the camera I ordered or an alternative substitution product.

Business

Response:

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

Response:

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

The e-mail I received is:"Dear [redacted],We have canceled your order/item(s) due to item unavailability. On occasion, popular items sell out before we can fulfill all orders. We're very sorry for the inconvenience." -Sony Customer CareAttached file is the order's availability status. Why is Sony making up other excuses now?

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.Sincerely,[redacted]

Review: On 9/*/14 I bought Sony Xperia Z Ultra smartphone for $399.99 at Sony Store located in [redacted] In a few days I noticed the same phone being sold at B&H ([redacted]) for $349.95. Sony Price Assurance policy states: "If you’ve already purchased a product from Sony Store and find a lower price for that exact same product at any Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference."

So on 9/**/14 I came to the same Sony store, asked for a refund, but was told that the policy only applies to Sony store prices. I pointed out that according to Sony website it applies to any authorized seller, and [redacted] is listed as an authorized seller on the same website. Then I was told that it's not 30 days, but only 14 days. I presented a printout from Sony website stating 30 days, a [redacted] in the store showed me Return Policy, which is 14 days for phones. On my question why they refer to the return policy when I'm not returning anything, they suggested I call Sony customer support. I did, and was told that Sony Stores policy may differ from what is written on Sony website. I asked "Doesn't it make the website statement incorrect?" and they hung up on me.Desired Settlement: Sony should clearly state that what is written on their website doesn't apply to physical Sony Stores or make all stores honor the stated policy.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Sony Xperia Z Ultra. We asked the customer to email us the screen shot/print out of the information about the price difference. Below is the detail customer is pertaining to. We need to review this information and we will get back to him once email is received.

"If you’ve already purchased a product from Sony Store and find a lower price for that exact same product atany Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference."

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

Review: I contacted Sony support regarding a pair of pulse elite headphones that the ear cuff broke off in under 6 months.I was told to ship them to a repair center called [redacted] in Laredo TX.They received the broken headset on 5/** based on the tracking info from the USPS I was given a case # of [redacted] have contacted Sony support on 3 occasions about 7 days apart and keep being told various stories as to the status.First I was told that they had made an error and opened the case using the wrong product.Then I was told to wait 7 to 10 business days.On follow up I was told that they did receive the headphones and they will be replaced and to wait an additional 7 to 10 business daysWe are now at 17 business days (5/** to 6/**) which is also the 4th week and still no response or status as to when I will receive the replacement for my $140.00+ headphones.I have spoken to several supervisors and they all say, just keep waiting.Their posted policy is 7 to 10 days - 4 weeks is unreasonable and not fair that they are unable to tell me when they will return ship.At this point all I can do is report the item as stolen and provide the shipping adderess in TX to my local police department

Product_Or_Service: pulse elite headset

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my headphones fixed or replaced as stated under the warranty programIt is not fair that I have spent hours on the phone for over 4 weeks and can't get a straight answer to the statusAt this point I have lost hope in ever getting my headphones backI should also receive a refund

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony headphones. Sony was able to talk to that customer and verified that he already got the replacement headphones.

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. I still feel that since it took almost 2 months for them to honor the warranty I should be entitled to a refund. Sony customer service was terrible and they have lost a good customer.

thanks for your help... it made the difference.

Sincerely,

Review: Purchased Sony television (Model# KDL55HX750)on 8/**/12 from [redacted]. Needs repair; however, Sony Corporation of America cannot provide part. Called numerous phone numbers and spoke with numerous representatives with no results as to a resolution. States that part is on back order and cannot provide ETA due to part having to be shipped from overseas. All resources exhausted.Desired Settlement: Either provide part or replacement of product

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the KDL55HX750. Sony has contacted this customer and apologized to him since the part that he is trying to order is currently in backorder. We provided the phone numbers of our authorized parts distributors and the customer has contacted them but to no avail. We advised him to send the bill of sale and once we have received it, we will further review the case. We shall monitor this case for the customer. 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:

Per our conversation, please reopen case. I originally agreed to a replacement product of XBR55X850B (reference #[redacted]); however, was informed that this was "unavailable". Then agreed on 5/*/15 with the assistance of a representative by the name of [redacted] for another product (KDL65W950B) but was not given a tracking number or ETA. Please follow up. Thanks, [redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony KDL55HX750. Sony contacted the customer and apologized for the delay of the service. A replacement has been processed and the order number for the exchange is [redacted]. Turn around time for the replacement is 2-3 weeks. We appreciate customer's patience and understanding. We shall monitor the case. Sincerely,[redacted]

Review: I bought Sony laptop in Nov '11. I also bought their 3 yr extended service plan. Hard drive failed this month; they will not fix it. Model Number: US-VPCCB390X-LBOM 15.5" C Series Customizable Laptop Paid $279.99 for their 3 Yr Extended Service Plan - Model #DSES3SLP1EA on 11/16/2011 My email from [redacted] dated Feb. **, 2012 12:42AM has the subject line: Your Extended SErvice Plan Details. Copy of email: Dear Valued Customer, Thank you for your recent Extended Service Plan purchase at Sony Style. Your decision to protect your investment is a wise one that will ensure long-term peace of mind and the assurance of continued enjoyment from your product purchase.... Order Placed via https://store.sony.com. I think I had trouble placing the order so I called their customer service rep who entered the order for me: 11/**/2011 Subtotal: $1,839.96 Tax: $107.24 Shipping: INCLUDED Total: $1,947.20 (computer price) xxxx-xxxx-xxxx-[redacted] MC -$1947.2 Paid $1,947.20 Open Balance $0.00 Order Summary BILLING ADDRESS [redacted] SHIPPING ADDRESS [redacted] Laptop started locking up and displaying the blue screen with "physical memory dump" in late Aug 2013. I called a couple different service reps who walked me through all kinds of steps to i.d. the problem. The first one I have documented was a call to [redacted] on 09/**/13 at 7:35pm CT to ###-###-####. At [redacted] I was told to call ###-###-#### but they didn't pick up the phone. I tried dialing again [redacted] and was on hold and finally near [redacted] I was connected with [redacted] re: SUBJECT [redacted] and she instructed me that they could not find my ESP so I had to send her a scanned receipt. Which I did on Sept. *, 2013 at [redacted] to [redacted]. I told them that the hard drive had crashed on my laptop (by this time it had) and I needed it fixed ASAP. I received an email reply on Sept. * at [redacted] from [redacted] instructing me as follows: Hello Mrs. [redacted], Thank you for sending in the required information needed to research and locate your extended warranty contract. The certificate number is [redacted]. I have attached above a copy of the contract for your records. If you require any further assistance, please contact our customer service department at ###-###-####. Today beginning at [redacted], I dialed ###-###-#### and listened to the Sony service on hold message for 40 min. before I gave up and called the Sony service # I found on their website for current Extended Plan Service policy holders [redacted] - Sony Extended Service Plans: Call toll free ###-###-####. I called this number at [redacted] and was transferred to customer relations and "[redacted]" or "[redacted]" was the rep. She attempted to reach a ServiceNet rep at various phone #s for me until [redacted]. Then she told me that my only recourse was to wait until tomorrow and she would give this issue to her supervisor. I am so frustrated and feel that this is fraud. After googling Sony Extended Service Plan Fraud, I see there are all kinds of instances of this. And yet, they continue to advertise their ESP as a great deal for your "peace of mind", etc.Desired Settlement: I expect Sony to replace my hard drive and anything else that is wrong with so it is in working condition. That is why I paid for their extended service plan and they encouraged me to do it. They really should be more upfront that they outsource their Extended Service Plans because they sure are not honoring the contract. Who has time for all of this run-around? I have spent HOURS on hold in the last couple weeks and endless frustration. I work full time and pay taxes. I expect businesses to hon

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPCCB390X. Sony has contacted Ms. [redacted] and she has been referred to her extended warranty company Servicenet, ###-###-####.

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

Sincerely,

[redacted])

Sony Electronics Inc.

National Customer Relations

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

RE: [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:

09/**/13

As of [redacted] today, I still have not received the box Sony Service Net promised to send so I could ship my broken laptop back for repair. I have no idea what is going on; it is so frustrating to go without a laptop for this long.

Cell: [redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPCCB390X. Sony has contacted Ms. [redacted] and she has been in contact with the extended warranty company Servicenet. She has been given a claim number and they will send a box for her to send her computer for repair. Sony also offered to send a box and have the computer come directly to our service center. If the claim with Servicenet becomes unsuccessful then Sony will still offer to service the unit at our service center.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Review: I bought a brand new sony vaio Aluminum SVT15112CXS Ultrabook (slim laptop for greater portability) for $600 from the Sony Outlet Store in [redacted] on [redacted] last year (11/**/13). The Laptop has a 2 year manufacturer's warranty on it as well. I was abroad for business and took the laptop - which did not startup at all. I was completely at a loss to deal with this since Sony Vaio is supposed to be a premium super functional machine. I had use paper and pen to do my business which was a horrible experience. . When I sent it to Sony, they told me the laptop has corrosion damage to the motherboard and that's not covered by the warranty and I'd have to pay $1200 to fix it! I explained that the machine was never dropped or had any liquid spill on it. The agent confirmed that and stated that 'corrosion damage happens over time'. Which means that the damage existed when I bought the PC from Sony.

Event id: [redacted]2, Work Order # [redacted] Spoke to [redacted] in Customer Support, Agent id: [redacted] and ** in Customer Relations, Agent id[redacted]Desired Settlement: Since Sony is unwilling to repair or replace the machine, I'd be happy with a check to cover my purchase price for the laptop.

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT15112CXS. Sony has contacted this customer and has agreed to exchange the computer for the same model refurbished at no charge.

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

Sincerely,

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

RE: [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,