Sony Corporation of America

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: 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,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] 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]

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony XBR55X900B. Sony has contacted the customer and offered him a comparable model, the XBR65X900B. Customer accepted the offer. We have processed the replacement and customer will receive it within 2-3 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], matter is still under discussion. I will keep you updated how it goes with team who is going to do the diagnostic, I scheduled time with them for Thursday 16th June.
[redacted]

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]

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:

Sony has not replied to me with questions that Sony claims it needs me to answer. And Sony has not replied even to the Revdex.com with the questions that need to be answered. Therefore, Sony should reply to the Revdex.com with the questions that need to be answered by me. I checked my emails. I cannot find anything from Sony aside from the Revdex.com 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. We have contacted the customer, however we were not able to speak with him directly.  We need to get...

further details about his issue so that we may assist him. We need him to call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease provide the reference number [redacted] to our support team. He may also email us at [redacted].  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 [redacted]. Sony National Customer Relations contacted the customer via email and was advised that they will be in contact with the Sony's service team to check...

if a technician will be dispatched to do the evaluation on the TV instead of the customer sending us the pictures. Sony will update the customer within 24-48 business hours. Thanks, 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 ILCE-7R/B. We sent an email 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...⇄

Revdex.com:
While this complaint was filed and handled by Revdex.com I received a message from Sony Corporation with a [redacted] tracking number so the problem seems to be solved.Thanks for your support on this.
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:

Sony has not called me or resolved the problem. Here is an email I sent to Sony and the response I received .......This issue is not resolved, and Sony will not acknowledge that it has an ongoing problem with defective LCD panels that go bad just after the warranty expires. I have not received any phone calls from Sony. I have all of my call records, both cell and home phone show no calls from Sony. My phone number is xxx-xxx-xxxx(edited for privacy) Please let [redacted] , who responded to the Revdex.com complaint, know that should stop telling the Revdex.com that Sony has made multiple attempts to call me, when that clearly is not true.The original Event ID when the original  tv was replaced is [redacted]. The replacement took place over the phone. The original TV was defective and replaced by Sony with the TV that I have now. The new TV is defective.please contact me at the phone number I have provided.[redacted]response from Sony[redacted]    [redacted] 
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 SRSX5/BLK. Sony has contacted the customer and apologized to her. We won’t be able to honor the customer’s request to expedite the...

process. The check has been processed and the normal turn around time to process it is 4-6 weeks. We shall monitor the case. Sincerely,[redacted]

Please forward this complaint to the correct company/business as Sony doesn't handle complaints about Outlander Shot Glasses.

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Baby Monitor. Sony has contacted the customer and verified the necessary information regarding the unit. Customer requested to send the...

information that we need via email. We will need to gather further information from the customer. We are still waiting for her response. We shall monitor the case.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:

[Your Answer Here]
 I have resolved issue with purchasing company NOT Sony. Will no longer desire business with Sony. Thank you. Case can now be closed.
 
 
 
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 MDRNC8. Sony has contacted the customer and offered him a buyback for $37.91 for the 3 headphones. Customer accepted the offer. We apologized to the customer since we are unable to offer him the models that he requested as we don’t have it in stock. The check has been processed and the customer will receive it within 4-6 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Bravia KDL48W600B. We already contacted the customer, and was advised of the Sony Store credit program to resolve the issue...

under event number [redacted].We also offered him a $50.00 Gift Card to compensate him for the inconvenience, and the customer accepted. We shall be monitoring this case and make sure that he will be assisted accordingly. Sincerely,[redacted]