Sony Corporation of America

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 sent an email to the customer today and the content of the message is below:
"[redacted]
[redacted]
[redacted]
[redacted]
[redacted]"
Thank you,
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:
 There has been no attempt by the company to contact me.  They could reach me at the number provided ###-###-#### or until Friday night ###-###-#### 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40W600B. Sony has already contacted this customer twice ,unfortunately we were not able to speak with her directly....

Sony would  like to offer her a brand new replacement for her unit. To process this she will have to call us at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease use the reference number [redacted]. Sincerely,[redacted]

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40R450A. We have contacted the customer already and processed an exchange for the unit.Sincerely,[redacted]

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]

Dear Dispute Resolution Services:
The customer was contacted by Sony and was offered a brand new camera - [redacted] at no cost. The customer accepted the replacement offer and will receive it within 7-10 business days. Sony considers this case resolved.
Sincerely,
Joe B[redacted]

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony SVF14217CXW. Sony has already processed a buyback for the unit. The customer will get a full refund of $1,218.89. This will be under order number [redacted].  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:

[Your Answer Here]
 5/**/2015Sony has failed to provide any TV broadcast channel program guide & therefore, I still have an unsolved complaint.At 1355 hours (MSTT) I contacted Sony at ###-###-#### and talked to [redacted] & then [redacted] (Product Specialist) until 1453 house (MST).  [redacted] said (after we again "Acquired internet content" &, again went through the [redacted] download which shows a "No Connection Message" even though we can acquire/watch [redacted]): he could NOT help me.  He said: "One Flick Entertainment became availaable on Sony TVs in the year of 2014, not 2011 (the year of my TVs manufacture).  Therefore, my TV does not have One Flick Entertainment which supposedly includes a broadcast channel guide & a cable box control, as quoted in Sony's reply (above) to my complaint.Therefore, my complaint has NOT been satisfied/completed unless Sony can update (by providing an online update) my TV with another broadcast channel guide capability as was promised when I purchased the TV!!![redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Dispute Resolution Services:Since the customer has issues in getting in touch with one of our product specialists, we send the customer an email and asked for the best time we can contact her on the phone. Sony is currently waiting for the customer's response.Thanks, GraceSony National Customer Relations

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]

Sony Corp owns or uses a company called My Play Direct to distribute its products such as CD's, DVD's, movies, etc. My Play Direct has a Customer Service link on its site but no real way to contact them unless you submit an email from their site. I have submitted emails asking questions and waited for responses, sometimes getting responses from different people who say they are working on my question or order inquiry, but no one ever really provides a reasonable time frame for a response or fulfillment question. With no way to contact My Play Direct, I have found this service to be VERY unreliable to deal with. I would not recommend this service to anyone.

Review: I made a purchase of recovery disks for my VIAO computer I authorized Sony to debit my card/bank for $43.36 they took out two payments of $43.36. Order # [redacted] In talking to your customer service I got many different stories. They could see the double charge but want me to prove it to them! And the rules for that was 3 different rules depending on who you talked too. After dealing with Sony support I will not buy another Sony product you have cheated me! I will not recommend any Sony product again! I am so disappointed in Sony.Desired Settlement: Return the money of $43.36 that you took back into my account.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony sales charge. Sony has contacted [redacted] and has apologized for the issue. The second charge was cancelled and removed from her credit card.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

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: purchased laptop 5/2013, wireless connection continuously drops

Purchased in May 2013 and had problems from the onset with the wireless internet connection dropping. I worked with Sony e support three times to try to correct the problem but to no avail.We reinstalled the driver, make changes to settings and no change. Sony sent a hardware tech to replace the wireless card and motherboard and the problem still persists. Finally the laptop was mailed to Sony repair. After two weeks, I received the laptop with no explanation. The laptop continues to drop the wireless connection. No other computer in the house loses their connection therefore, the problem is related only to this Sony productDesired Settlement: At this point of Sony is not able to identify the problem with the laptop since the product is less than 1 year old and I have been complaining about the problem for four months now, I want the product replaced or a 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 SVE1413CCXP. Sony has

contacted this customer and had customer run update from our support site.

Wireless connection is now stable.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE1413CCXP. Sony has

contacted this customer and has agreed to buy back the computer. The computer

is scheduled to be delivered back to Sony on 12/**/13. The customer should

receive the check in about 2 to 3 weeks.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

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 Sony Vaio computer in 2013 . I was told at time of purchase , that I could have unlimited technical help for FREE . After the first year I paaid them $180 to extend the warranty (technical assistance ). Without telling me they changed the terms and agreement , requiring me to pay $49.99 to determine the problem and another $199.99 to solve EACH problem . This is a classic case of `bait and switch ` ; and they should be ashamed of themselves. They are now selling off their computer business and I am stuck with any problem (technical or otherwise ) ; on my own .Desired Settlement: To gain 2 more years of technical support , which I paid for .

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVE1712BCXB. We called customer on May **, 2014 and he returned the phone call today, May **, 2014. We explained to the customer that Sony Protection Plan does not cover any software-related issues.

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 originally signed a complaint against Sony for not fulfilling their continuation of technical support on a computer I bought in 2013.I paid $160 for renewal of the technical support and when I tried to obtain help was denied the support . I made the deal in `good faith`. I received a notice today that the matter has bee resolved. NOT TRUE ! sony sent me a survey to my Email which I completed and still has not directly solved my problem or contacted me since. I am still angry that my complaint is being ignored and I was told to contact a [redacted] , which I did . Still no resolution of the facts. Taking a survey , which I have done before for sony , is NOT A solution to the problem . will you please look further into this problem of backtracking on the original agreement and renewal and contact me at ###-###-#### or my email :[redacted] . Thank you .

[redacted]

I cannot document the fact that I am entitled to technical support , which Sony refers to a software support . On four (4 ) separate times I was assured on the telephone that I was entitled to the extension of technical support and that I would in good faith be sent a copy of such agreement via my Email ( [redacted]) . My problem began when after each promise , the agents or whomever was in charge never sent me any notice . In fact in dealing with Sony today (June * , 2014 , I was told that the company , Sony apoligizes for never having sent the Email . this is on my [redacted] account . I don`t know how to get it to you from [redacted] , but I give you any permission necessary for you to see it on my [redacted] page under messages . Even though I wrote in complete detail to Sony today the complete information on the problem ; each time they give me a different Email address to keep repeating myself . In fact one address had no way in which I could leave ANY kind of message. Since I bought this computer last year this company has decided to stop manufacturing computers at all and I am holding the bag and am given a constant run-around . finally , If they refuse still refuse to honor their agreement ; I would like the payment of $160 to be reimbursed in full . Thank you , [redacted]

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVE1712BCXB. We have been trying to get in touch again with this customer since June **, 2014 to discuss this issue. We sent him a Contact-Us email today June **, 2014. We are currently waiting for the customer to call back.

Our response has not changed since our original response. We explained to the him that Sony Protection Plan does not cover any software-related issues. Moreover, Sony spoke with [redacted] on June **, 2014, and he requested the Sony Protection Plan canceled since it does not cover software-related issues. Sony has processed refund for the Sony Protection Plan on June **, 2014. We consider this claim/case closed.

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 the Sony ICFCS15IP 30-Pin iPod/iPhone Speaker Dock from [redacted] on April [redacted] 2014. I noticed the power supply on the AC plug made a little noise but it wasnt that bothersome. A few months later the AC plug started to make a louder ringing noise (its like a ears ringing sound but alot louder) so I decided to call Sony about the matter to see if I could get a new AC plug. When I called they said they would send out a brand new system (because mine was still under warrenty) and that I would have to send the old system back in the same box and they would supply a shipping label. A few weeks passed and no new system so I called back again and I dont remember exactly what the guy(had a really strong accent) said but he said that they were just waiting for product receiving to come through and that I could call them with updates. Few more weeks passed and I call again today July [redacted] 2014 to see if they shipped out the ipod dock and the lady said I had to ship out the old ipod dock and then they would send me a new one, heres my problem: I am poor I have no money to ship out a package much less get down to a UPS store because I dont have a car and our UPS store is far on the other side of town. I told the Sony rep that all I needed was a new AC plug and she kept arguing with me that the cord isnt able to come out, which it is able to come out because its just hidden right behind a little door that has a screw on it. I asked to speak to a [redacted] about this several times and she would not transfer me as well. The call ended today with her doing a call back with higher tech support and that they would call me within one business day.My case number is [redacted]Desired Settlement: Either they send me a new AC cord or pay for the shipping to send back the old ipod dock and send me a new ipod dock.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the ICFCS15IPBLK. Sony has contacted the customer and was sent a prepaid shipping label to send the unit to our exchange department and the customer agreed to send the unit to out exchange facility.

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 still haven't received the shipping label.

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 Clock radio with model number ICFCS15IPBLK and serial number [redacted] . Sony has contacted this customer and confirmed that she did receive the pre paid shippinglabel that we sent to her email addres.

If you have any questions or require 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 home theatre system from a local target store and after 5 months the dvd player stopped working, I contacted Sony and they instructed me to ship the defective unit to their Laredo Texas repair center to be repaired, I shipped the unit at my own cost and after almost 2 weeks received the unit back. I immediately tried to use the unit and was very upset when It had the same problem, the return paperwork said they could find no problem so they just shipped it back with no repair. I called and they said to ship it back again, I refused to pay 50 dollars again to ship it so they sent a shipping label and I sent it a second time. I received a call from them stating the unit was working and had no problems, I assured them that if it was working id be using it and not going through this headache, they said they'd check it again. on 6/2014 I received the unit back and it still had same problems, I called back and they suggested I try new cables, or another disc so I purchased a new hdmi cable which made no because the unit was turning itself off and the cable had nothing to do with that. I used new cables, tried several discs and hooked it up to every TV in the house, all times same problem. I called back and they told me the unit was fine so it was out of their hands so I asked to speak to someone higher up because all I wanted was a working unit, it wasn't a scam cause I wasn't after money just a working system, they said they'd review my case and get back to me, todays date is 7/**/14 so I guess I have no other option but to ask for your helpDesired Settlement: I would like a replacement unit

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVE2100. Sony has contacted this customer and offered same model at no cost. Customer accepted the offer. Customer will receive the unit within seven to ten business days.

If you have any question 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: So I bought a Sony Xperia Z2 from ebay and when I was trying to choose the "purchase from another location" option, it did not give me a chance to mention a different location. My problem was that this phone was advertised as water-resistant up to 1 meter for 30 mins. I had some dirt on my phone so I decided to run water over it and wipe it off. All ports were closed and now there is moist accumulation on the camera lens and flash lens of my phone. My phone still works fine but when taking pictures, everything comes out blurry because of the moist on the lens. I called Sony Mobile to see what they could do and they gave me two options. First, was to put my phone in rice which is supposedly to draw out water from the phone. I will try this overnight and the second option was to send my phone in for a repair and as she described, "they will take the water out of the phone" and send it back when its not there anymore. Estimated time for repair was one month but it does not solve my problem because if I was to run water on my phone again, the moist is going to come back. I would assume the problem is with the screen if there is an imperfection somewhere that might have leaked water. I was not happy with their options since their advertised device is claimed to be water resistant when in fact, mine wasn't.Desired Settlement: If they can send me a replacement phone, I will send this one back to them. My phone is still under warranty and hopefully this can be worked out.

Business

Response:

We understand the customer returned his phone to his dealer and has had it replaced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved.

Sincerely,

Review: I have contacted Sony Repairs twice now- two different locations. Both did not help to repair my camera which is under warranty until 12/**/14. The second call was made to Sony Repair Center ###-###-####. They continued to put me on hold, come back and ask for information. I was on the phone for quite a while and then told everything would be emailed to me in regard to the repair. I never received an email.Desired Settlement: I would like to get my camera fixed or replaced, as it is still under warranty.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about her Sony DSCW730/L. We contacted the customer already, however we were not able to speak with her directly. We would like to refer the customer to Precision Camera Support Hotline ###-###-#### // support hours Monday-Friday 9AM-5PM ET.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:

[Your Answer Here]

I have tried that phone number and can not get through. Selecting different options I can't get through or it cuts my call off. I don't know if it's a valid number.

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 DSCW730/L.Sony has already informed the customer on how she can check the status of her ongoing repair. She was provided with a link [redacted], Tel no – ###-###-####, Website – [redacted]. These should guide her with the repair status of her unit.Sincerely,[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,