Art Shop, Inc

Dear Dispute Resolution Services: As discussed from the last response, we strongly recommend the customer to deal directly with HH Gregg to rectify the issue as Sony's decision will not change in this regard. Sincerely, Joe B[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Dear Dispute Resolution Services: Sony contacted the customer today to perform further troubleshooting steps with the TV set. However, the customer was not in front of the TV, thus, he will call back once he gets home, and will speak to one of the Sony's product specialists. It was also explained that the customer will need to get in touch with Best Buy/Geek Squad should the service be required as the customer has a 5-year extended service plan with them. Sincerely, Joe B[redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Headphones -  MDRAS600BT/D. Sony would like to extend an apology for the inconvenience the customer had to go through....

Initially, the receipt the customer sent us was not validated due to we cannot consider the [redacted] receipt as an actual proof of purchase from the dealer. Since we already received the valid receipt, Sony informed the customer that we will initiate the exchange of the unit. Sony will send the customer a return label for him to send the defective unit to Sony, and once we receive it, the customer will receive a brand new replacement which is either the same or a comparable model. Upon receipt of the old unit in the Sony's warehouse, the replacement will be sent within 7-10 business days.
Sincerely,
Joe B[redacted]

Revdex.com:
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,
[redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Television ([redacted]). Sony contacted the customer, and explained that the 2-year warranty extension on his TV expired on 05/**/2016....

In addition, there is no information on his records that another 2-year warranty will be provided after the 2-year warranty expired.
The customer mentioned, on the other hand, that his TV shows four dead pixels in which he thought something that is considered to be an issue on his unit. Sony explained that the dots/pixels make up the composition of the screen. They may appear red, green, blue, white or black. Regardless of the manufacturer, there may be a small number of dots that do not change color, and it is a normal occurrence for all LCD displays from all manufacturers and inherent to the technology. Most of the time, these dots stay on the screen but are noticeable only while an all-white or all-black picture is shown, and should not be noticeable during normal viewing conditions.
The customer was advised that if he has any other issues more than the dots/pixels, he may contact Sony at the phone number below to check if further troubleshooting steps are required, and make reference of the Event ID number (E64920718). If the problem will be considered as a service issue, he may be referred to an authorized or local service center for an out-of-warranty repair.
Phone number: ###-###-####Operating hours: Mon-Fri, 8am-midnight EST & Sat-Sun, 9am-8pm EST
Sincerely, Joe B[redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony 4K Ultra HD TV [redacted]. Sony communicated with the customer, and sincerely apologized for inconvenience he had to go through. We...

completely understand how frustrating the customer's situation was, however, we explained that Sony's warranty does not cover a refund. To rectify the issue, Sony processed an order for a brand new TV with a different model number. We placed an order for an upgraded model [redacted], and according to the CEVA tracking number [redacted], it was delivered today at around 1:09 PM EST. Thus, Sony considers this case resolved.
Sincerely,
Joe B[redacted]

Dear Dispute Resolution Services: Sony contacted the customer via email offered a brand new replacement headphones with a black color. The ear pad was supposed to be accommodated, however, it is still in back order status. Should the customer accept the offer, the old unit is required to be returned to Sony and the return shipping label will be sent to her via email. The replacement unit will be sent to the customer once the old unit is in-transit back to us. Sony awaits for the customer's response. Sincerely, [redacted]

Dear Dispute Resolution Services:
Sony contacted [redacted], and initially offered a recertified model, [redacted] to replace his TV as the said model is nearest comparable unit to the current TV he has. Since the customer was not satisfied with the replacement offer, Sony examined other...

alternatives options for the customer, and although he prefers to receive either an [redacted] model, Sony's best resolution was to offer him a refund in the amount of $2,164.99. The customer accepted the offer, and the check will be sent to his mailing address within 4-6 weeks from today. It was also explained to the customer that by accepting the offer, his Sony Protection Plan will be fulfilled, and that he may either keep the TV or contact someone for proper disposal. Sony considers this case resolved.
Sincerely,
Joe B[redacted]

Dear Dispute Resolution Services:Sony was able to talk to [redacted] and explain that the previous offers given to him are final and can no longer be adjusted. The customer agreed to return his unit back to [redacted]. We also advised the customer to call us back if ever he will purchase the upgraded TV from [redacted] for us to extend his warranty as a good will gesture. Any additional questions, the customer can call us at the phone number below, and make reference of the Event ID number [redacted].Phone Number: ###-###-####Operating hours: Monday-Friday 8am-Midnight, Weekends 9am-8pm ESTRegards,Joe B[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony 4K Ultra HD TV (XBR75X850C). Sony contacted the customer via email, and explained that a refund is not covered under the manufacturer's...

warranty. Based on the troubleshooting steps, it was determined that the customer's TV set needs to be replaced. Sony offered the customer an upgraded and brand new TV with the model number XBR75X850D. Should the customer want to proceed with the exchange, he may call our support line at ###-###-#### from Mon-Fri, 9am-6pm EST. Sincerely, [redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony 4K Ultra HD TV (XBR75X850C). Sony would like to extend apology to [redacted] for the inconvenience he experienced concerning his Sony TV....

Although the unit is already outside of the warranty, as a good-will gesture, Sony processed a brand new replacement which is the model XBR75X850E with a 90-day warranty. According to the CEVA tracking number ([redacted]), the replacement is already in transit. The shipping status can also be found on CEVA's website [redacted].
Sincerely,
Joe B[redacted]

Revdex.com:
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 business simply stated that they contacted me and they shall monitor the matter.  How does that even remotely answer my complaint?  It doesn't.  They reached out to me for some additional information and I sent it to them.  They reached out again for some additional information and I, once again, sent it to them. We need to wait and see what they come back with now.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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 do not need to discuss this issue with sony.  The unit has been repaired.  My frustration lies with the fact that I purchased a brand new unit at full price, and it was non-functional immediately upon unpacking.  The unit was repaired by a third party (not the manufacturer) -- thus I paid full price for a third-party refurbished unit.  I recognize this may be Sony's policy in the fine print, but it is unacceptable for good business. I will not be doing business with Sony again. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Sony contacted the customer via email and was advised to send Sony a copy of the proof of purchase. Once the receipt is received and validated, the...

customer will be contacted with a resolution.
Thanks,
Jim C[redacted]

Dear Dispute Resolution Services: Sony has contacted the customer thru phone. We offered the customer an exchange, KDL75W850C for $740.00 plus sales tax if unit will be diagnosed without physical damage. Customer accepted the offer. Sony will contact the customer once the evaluation...

results are completed.  Sincerely, [redacted]

Dear Dispute Resolution Services: As mentioned from our last response, we do not have the same or comparable model to send to the customer, thus, a refund that is equivalent to the plan coverage is being offered in the amount of $1,375.61. Sony is requesting the customer to provide his confirmation ASAP as the refund offer is already expired. Nonetheless, since Sony values the customer, we will still consider this case active and will have the offer reinstated. We will need the response of the customer within 7 days. Otherwise, this offer will no longer be available. Sincerely, [redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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:

DEAR GRACE ( AT SONY CORP.)THANK YOU FOR YOUR REPLY WHICH DOES NOT MEET MORE SPECIFIC REQUEST.ALTHOUGH THE VERY SHORT 90-DAYS WARRANTY IS OVER, THE VANISHING SILVER COLORING FROMALL THE THREE CASES GOES FAR BEHIND THE SHORT WARRANTY TERMS. LEGALLY IT IS DEFINED AS "MANUFACTURERS' DEFECT" AND ON THIS ISSUE I HAVE FULL TITLE AND RIGHT TO DISPUTING IT.I LOOK FORWARD TO YOUR REPLY. THANK YOU [redacted]FROM: NAPLES, ITALY 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]