Art Shop, Inc

Dear Dispute Resolution Services: Sony contacted the customer and explained that the dot/spot on the screen is something that is not covered under the warranty as it is a condition on the TV screen itselfHowever, as a goodwill gesture, Sony will send the customer a brand new replacement TV with the model number ***, and the customer will receive it within 5-business daysThus, Sony considers this case resolvedThanks, Joe B***

Dear Dispute Resolution Services: We contacted *** *** via phone today, but it was directed to his voice mailWe would like to advise *** *** that Sony reviewed his case further, and we stand by the diagnosis of our service teamAlthough the TV works under the operation, Sony is
offering him an upgraded replacement TV with the model number *** for $plus taxThis TV will come with a year manufacturer's warranty, and this is the best and final offer that Sony can provide himSincerely, Joe B***

We spoke with the company on Monday morning when they opened.  As of Monday 6/19/17 Buckeye Heating & Cooling has agreed to reimburse $1026 to us and we are waiting on this payment.  We appreciate this resolution from the company as long as the funds are returned and will be happy to close the case at that time.    Regards,
[redacted]

The customers account of the problem is accurate.  Buckeye was very polite and responsive to their needs.  Like all refrigeration issue that arise, there can be multiple reasons why a system will freeze up.  A dirty filter is the main reason.  Lack of air flow will cause a system...

to freeze up.  Brian P[redacted] diagnosed this to be the potential problem on the first call.  The system ran fine for 6 days before the next problem.  Derek went out to the call and determined the airflow issue was a bad blower motor.  We replaced the blower motor and that worked for 15 days.  After 15 days it was determined that the TXV valve and evaporator coil were not metering the refrigerant properly.  At his point we called a time out to discuss the customers options.  At this point we had (2) options.  We offered to replace the coil and TXV at no cost to the customer or refund all of their service money invested and provide them with a new system.  This is usually the route the customers take.  We pretend that we were never there ma[redacted] the repairs and the customer simply is loo[redacted] for a new system.  They get refunded their service money and get a new system.  Everyone at Buckeye has reported that the [redacted]'s were very pleased with this solution and were happy we were so accommodating.  Pete went out and quoted a new system.  Provided a few financing options and provided them with the Service discount.  At no time were we informed their was an issue with financing options.  Our financing company as many different options for customers to choose from.  It is impossible to quote all financing options on a sales call, so we simply offer our most popular options.  12 months with 0% interest or 60 Months at 7.99% interest.  Pete left the house and felt everything went great.  The customer's seemed happy with our solution.  At no point in time did the customer alert Buckeye that they were not happy with our offer.  If the customer would have called, we could have talked through other possible solutions.  Instead we get a Revdex.com complaint out of left field.  My employees are stunned at this turn of events.  I would like to know why this happened and what solution did the [redacted]'s come up with to solve their problem. Thanks,Brad W[redacted]

Dear Dispute Resolution Services: Sony sent an email to the customer yesterday. The content of the message is below:"Hi [redacted], We apologize for the inconvenience, however, we have not received any receipt yet. Please send it to us as an attachment. We also need the serial number as we do not have it on your file. Your cooperation to this matter is very much appreciated.Sincerely, GraceSony National Customer Relations"Thank you, 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 TV [redacted]. Sony has contacted the customer and offered a buyback for $1148.00 . Customer accepted the offer and buyback will be...

processed once the TV has been returned. Our normal turn around time for processing a check is 4-6 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

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]?

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but will accept it to get this over and done. 
Sincerely,
[redacted]
Sony did not want to give me a working TV or a full refund. I paid $3391.99 for this product and Sony was unable to give me a acceptable working TV even though they sent a total of three different USED Televisions. I agreed to a partial refund in the amount of $3199.99 just so I can be done with this. Thanks Sony.

Dear Dispute Resolution Services: As stated from the previous response, the customer's case was already further reviewed by our engineering team and they provided the same result. We understand that the customer is not satisfied with the resolution. However, as discussed by one of the National Customer Relations representatives, this issue that is not covered by the warranty, even if the TV is still within the warranty period. The best option we can offer the customer is a discount towards a new purchase. The customer can call us back to further discuss the offer if they are interested. That being said, Sony's decision in this regard will not be changed. 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]

Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Goldtrap about the Sony Projector - VPLHW40ES. Sony contacted the customer via email by one of our product specialists that supports and handles Sony...

Projectors. Below was the email that was sent to the customer:
"Hi [redacted], I was just alerted that you could not get transferred to the ES hotline. I apologize that they did not give you the above telephone number. This is just for customers like yourself with ES units. I have also created the work order [redacted] for you and if you could verify your address, I will setup a pickup of the unit and get it in and have a full evaluation done on the unit for you. Since it is flickering after the bulb change, it could be a bad bulb or there may be something else that needs to be checked. If you don't want to send it for service right now, please let me know and I can send you another bulb free of charge. All I would need is an email of the bill of sale from when you got it and a copy of the receipt from when you purchased the 2nd bulb. Again I apologize that you could not get through to us. We not only support the ES products on my line, but the professional installers who are putting these products in, and we get very busy from 10am est -4pm est. The best time is from 9am-10am est and from 4pm-8pm est."
Sony is currently waiting for the customer response.
Sincerely, Joe B[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Tracy Copeland about the Sony Network Walkman - NWZA17. Since we were not able to get a hold of the customer via phone, we sent the customer an email and the content of...

the message is below: "Hi [redacted], Good day! This email is a confirmation that we received the complaint you filed to the Revdex.com against Sony Electronics. Upon checking your file, it shows that Sony processed brand new replacement Network Walkman with the model [redacted]. According to the [redacted] tracking number [redacted], it was delivered earlier today. Please confirm if you were able to receive it. Sincerely, Grace Sony National Customer Relations" Thanks, 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:

[Your Answer Here]
 Sony is not an honest company, they kill the order with reason out of stock, after I complaint at Revdex.com,they give a  system update. I dont think all is lie. I  strongly recommended reduce ratings of such cheater companyand I still request sony must send me the camera.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services:
Sony contacted the [redacted], and explained that the Sony TV ([redacted]) works under normal operation. It was also explained that the warranty coverage of the TV was only for repair/exchange provided that the TV is malfunctioned. Since the customer was still not...

happy with how the way the TV works, as a good-will gesture, an offer for a new model, [redacted] at a discounted price of $500.00 plus tax, was provided to the customer. The customer accepted the offer, and the order was placed on 03/**/2017. The replacement TV will be sent to the customer within 2-3 weeks from the order date.
Sincerely,
[redacted]

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We already contacted the customer and we explained to him as to why the order was cancelled. We sent him an email regarding the...

issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ Sincerely,[redacted]

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]

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 still want a replacement TV with all the same features as this is what the extended warranty should covermust  be 60" or more, not 55"thus offer is the same before I brought it to Revdex.com 
 
 
 
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 KDL55HX750. Sony has contacted the customer and apologized to her. The part is still in backorder. We have offered the customer a discount on...

a new purchase however the customer declined. Sony takes great pride in the workmanship and design of each of our products. A Limited Warranty was provided with the product that warrants against defects in material or workmanship for a designated period We apologized for the inconvenience this issue has caused the customer, however due to the fact that the unit is well out of warranty, Sony will not be able to honor the customer’s request. Sincerely,[redacted]

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Android LED HDTV ([redacted]). Sony requested a service dispatch with World Wide Tech Services and the technician went out on Friday...

(04/**/2016) to repair the customer's TV. Sony contacted the customer today to verify if the TV was fixed and the customer confirmed that the TV is working fine now. Thus, we considered this case resolved. Thank you, Joe B[redacted]