Sony Corporation of America

Review: I purchased a pair of Sony EX10 headphones at an airport in Denver, CO on 11/*/13 for $24.99 plus tax. The product was defective out of the box; one earphone was inoperable. I visited a Sony store near my home in Illinois and was given a phone number to call for customer service. I called the number and spoke to two individuals who refused to refund my money for these headphones. They informed me that Sony's warranty provided me replacement product, but I was not entitled to a refund--I would have to go to the merchant in Colorado for a refund. I tried to explain that this was not possible, as I live in Illinois. I also tried to explain that I was not interested in a replacement, as I was dissatisfied with Sony's quality, and that I had already purchased another pair of headphones from a different manufacturer. Neither customer service representative would address these concerns, and instead kept insisting that I go back to the initial point of sale (1,000 miles away) for a refund. No matter how many times I explained that this wasn't possible, neither representative would respond to my concerns. I was very disappointed that Sony's customer service team was not at all sympathetic to my situation, as I did nothing wrong. Sony manufactured a defective pair of headphones, a situation for which they are entirely responsible. Asking for my money back is therefore not an excessive request. As Sony's product did not meet reasonable standards for acceptable operation, I am entitled to a full refund of the purchase price.Desired Settlement: I am requesting that Sony apologize for the treatment I received from customer service and issue me a full refund for the defective product in the amount of 26.92 USD via check. I am more than happy to return the defective product if sent a prepaid shipping label.

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDREX10LP/BLK. Sony has contacted this customer and has offered to refund [redacted] the amount paid for these headphones once the headphones are returned and a copy of the sales receipt is sent to us. We have emailed a shipping label for the return of the headphones. As of this date, we have not received the headphones or a copy of the sales receipt.

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

Sincerely,

Sony Electronics Inc.

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 recently filed a complaint against Sony electronics and was emailed the below resolution from the company: December [redacted], 2013 [redacted] Revdex.com 30 East 33rd St – 12th Fl New York, NY 10016 RE: [redacted] Case: [redacted] Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDREX10LP/BLK. Sony has contacted this customer and has offered to refund Mr. [redacted] the amount paid for these headphones once the headphones are returned and a copy of the sales receipt is sent to us. We have emailed a shipping label for the return of the headphones. As of this date, we have not received the headphones or a copy of the sales receipt. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted] (CUUA) Sony Electronics Inc. National Customer Relations ###-###-#### RE: [redacted] To date, I still have not received my refund after following all procedures outlined above. I need Sony to live up to their end of our written agreement. Please send a check for the amount to be refunded as well as a gift card for all of the trouble I have gone through while attempting to resolve this dispute with Sony Corporation.

Sincerely,

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDREX10LP. Sony has contacted this customer and he has accepted a buyback. The amount is $26.92. he should receive the check in about 4 weeks.

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

Sincerely,

Consumer

Response:

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

Sincerely,