Sony Corporation of America

Review: I have owned this Sony Cyber Shot HX-300 digital camera for about 2 years. This camera had a one year warranty. I am aware that it is out of warranty. I started a search on the internet and found that this problem I have is very common with Sony and many of there devices. The error is E-62:10.. It is a stabilization error. The internet is loaded with people like myself that are trying to get Sony to admit there design flaw. One forum stated that [redacted] had one batch of this HX 300 camera's that over 50% had this 62:10 error. I have taken very good care of this camera. Please do a internet check of this issue I'm talking about and the facts are clear. I have been in contact with Sony and I escalated the issue with my camera Sony technician said they would call me within 24 hours. They did NOT call but I did receive a email saying. Quote: [redacted]. End Quote, Please understand that if this was a isolated malfunction I would not expect Sony to

be responsible. This is not the case please look at this and HELP ME AS WELL AS THOUSANDS of others with this problem. Also this issue is not just confined to my camera but several other Sony products. I did contact Precision Camera as suggested by Sony, they estimated the cost approx. $210.00 and said it was a common problem. ThanksDesired Settlement: Sony Corporation needs to fix my camera or replace it. Revdex.com please look into this as my complaint is valid. How many others have contacted you with this same error issue. Thanks in advance.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Digital Camera (DSCHX300). Sony contacted the customer via email and the content of the message is below:

“Hi [redacted],

We received the complaint you forwarded to Revdex.com. We understand that you are having an issue with your Sony Camera and we apologize for the inconvenience the issue may have caused you.. There may be other customers who are experiencing the same issue on the camera, however, please be advised that Sony does not have a known issue for this model. Since the warranty is already expired, we regret to inform you but we are unable to cover the repair. We can send you a free shipping label to your email so you can send the unit to Precision Camera for evaluation/repair. Please confirm your shipping address if you would like to send the unit to Precision Camera so we can email you the shipping instructions as well as the shipping label.

Thanks,

Grace

Sony National Customer Relations”

Sony is currently waiting for the customer’s response.

Regards,

Joe B[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:

My question to Sony Corp. would be, How many occurrences of the E-62:10 error message flashing on my model HX 300 would it take to constitute Sony to take responsibility and fix my camera as well as all the other models including several camcorders Sony has produced with this same stabilization error. Here is a copy and paste. [redacted]

Review: I am submitting a complaint against the Sony repair center in [redacted] TX. I contacted Sony regarding problems with my Sony Vaio laptop under warranty and filed a repair order with Customer Relations by UPS.The laptop had no prior physical damage when the unit was sent to be repaired by Sony. The symptoms of the laptop were serious and I explainec to the representative of Sony Customer Relations that the laptop is not repairable and I am requesting a new laptop. The Customer Relations Representative stated "before Sony can replace the laptop our technicians would have to confirm the laptop is not repairable."The Sony Warranty is within the one year time frame and I have had constant problems since the laptop was purchased from the Sony store in [redacted]. I have tried System Recovery several times and this feature does not work any longer. The laptop conditions have worsen and the unit quit working completly and made load vibrating and clicking noises when turned on and stated "no operating system"Desired Settlement: I am requesting a new Sony Vaio laptop be mailed to the address on file under the Warranty. The laptop was purchased not even 6 months prior and I have had problems since the purchase.

Business

Response:

November

[redacted], 2013

Review: I had a defective travel DVD player that was under warranty. I called Sony to get it fixed or replaced. It took so many EXTREMELY long phone calls, over the course of over a week, where reps kept transferring me to other departments, to resolve. Every rep said it wasnt their responsibility! It seems that no one has responsibility or the ability to resolve a customer issue! Every time a rep said they would research the issue and call back, they failed to call back. I wasted so much time on the phone with Sony - it was torture and frustrating. Sony finally indicated that I would receive a new unit and sent me a prepaid shipping label. The label was supposed to be sent to me within 24 hours, but it took over a week and many phone calls, again with each rep saying it wasnt their responsibility. I mailed back my defective unit and when I received the response package from Sony - they had sent me a REFURBISHED DVD player. I had NOT received notice that I would receive a refurbished unit. I have never filed a Revdex.com complaint, but am so appalled by Sony's horrible customer tactics that I had to file now. I am, as I write this, on hold AGAIN with Sony still trying to resolve the refurbished unit issue!Desired Settlement: I really do not want another Sony product. I never in my life want to again deal with Sony's customer service. I would like Sony to just send me a check for the suggested retail price of the product.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony DVPFX750. Sony has contacted this

customer and has offered a refund with the return of the unit to Sony. The

customer refused to return the unit to Sony first. Sony will not process the

refund until the unit is returned to Sony.

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 have determined that my complaint has NOT been resolved because:

The customer service rep who called me a couple of weeks to resolve this issue made no mention of the condition to return the unit first. In fact, the rep said that the refund was in process and would get to me in a few weeks. I have no problem returning the refurbished unit, but based on my HORRIBLE experience with Sony so far, and Sony's complete lack of responsiveness and complete inability to follow through on commitments, I do not trust that Sony will send my refund. Once the erroneous refurbished is returned, Sony will have no reason to follow through on their commitment to send a refund. To date, Sony hasn't followed through on ANYTHING they've said they do without me having to make repeated calls (wasting HUGE amounts of time and energy). This isn't complicated, it's just frustrating. Sony reps have no ability to tell a clear customer direction, and one rep is constantly contradicting the other.

Sincerely,

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony DVPFX750. Sony has contacted this

customer and has offered a refund with the return of the unit to Sony. The

customer refused to return the unit to Sony first. Sony will not process the

refund until the unit is returned to Sony.

If

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

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

Sincerely,

Review: I bought Sony Bravia TV along with 5 year extended warranty from Sony outlet store in Wrentham, MA on **-May-2012.

Model nuber [redacted] Serial number [redacted] Extended warranty certificate number [redacted] These days whenever we watch our TV for a couple of hours continuously the screen splits in to two with 80/20 horizontal percentage ratios approximately. The issue can occur while watching cable TV, videos on the internet or HDMI content from a connected laptop. The timing of the day/week does not matter. This has been happening consistently for a while now.

We contacted the phone number provided on the warranty on *-Nov-2013 without getting any resolution.

I contacted warranty team again on **-Apr-2013. They asked me to contact technical support team on a different toll free number. When I contacted the tech support they said they

could not help me and I need to contact the warranty team in turn again.

Sony is NOT offering service promised for which I paid in advance.Desired Settlement: Fix my TV or return my money

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL60NX800. We already contacted the customer and Sony had agreed to provide him a replacement television at NO COST.

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

Review: My Sony VAIO Laptop was still under warranty when I was having problems with it, it began to overheat and the laptop fan got noisy so I called Sony to set up repair. In an attempt to not honor their warranty time and time again the customer service representative suggested I download an update to fix the problem. I did as he suggested and my laptop only got worse, now my laptop couldn't connect to the internet and the audio was also disabled. So the associate finally arranged to set up repair for my product. I shipped out my laptop to get it repaired and then received an email from Sony stating that I had to call them to authorize the repair, for which I was supposed to pay $479.99, (the cost of the laptop was $549.99!) because my repair was not within the warranty terms because my laptop had "physical damage". My laptop had no physical damage when I sent it out, their response was that the cable adapter for the battery was damaged, which is false, the cable adapter works fine and worked fine when I sent it out and in addition my laptop had "physical damage" because it was missing a screw at the bottom. Really, 1 screw? The laptop and all it's components were in tact and that 1 screw had no impact on it's performance. These accusations are a completely ridiculous ploy to not honor their warranty. My laptop had minor issues before sending it out and after soliciting help from their employees, my laptop only got worse and now they are refusing to repair the additional problems they caused? Wow!Desired Settlement: To have my laptop repaired under warranty as it should have been done. Especially considering they further damaged my laptop.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]egarding his Sony VAIO SVE14A35CXH. We have been trying to get in touch with this customer since June **, 2014 to discuss the issue. We sent him a Contact-Us email on July **, 2014. Sony has not heard from the customer to date. Sony needs a copy of his receipt so we can review and check possible options for him.

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

Review: The internet Sony tv NSX-46GT1 HAS A POOR REVIEW. WE PURCHASE IT FOR MY SON, 28 years old [redacted], at [redacted]he hardly used it because of work and study. He owned for one year and a half and suddenly the TV turn for 2 seconds and turns off then when we try a second time to turn it own it turn on a little longer shows SONY on the screen and turn off again. The red light blink 7 times stop for 3 seconds and blink 7 tmes again constantly. I bought previously 2 bravias KDL 46EX400 tv from [redacted] excellent tvs much older than the internet. We had an extended warranty for 4 years for those tv. We never have to used them and they just expire on March **,2014. We bought all the PlayStations thru the # 4. Also we owned a Sony blueray DVD. We have being a good client for this firm. But now the internet NSX-46GST TV ITS A DISSAPOINTMENT. WE CONTACT SONY TO SEE IF THEY COULD HELP US REPAIR OR EXCHANGE THE TV THEIR ANSWER WAS WE WERE OUT OF WARRANTY. THEIR CUSTOMER SERVICE LET US DOWN.Desired Settlement: The TV ITS brand new and look gorgeous but it doesn't work. Customer service don't offer you a repair plan and/or their internet site shows many complaints of unsatisfied clients regarding this model. Their customer service people are not prepared to assist clients regarding this model. I talked to a customer service from El Salvador, [redacted] and was very insolent. Their solution is if you purchased it over a year you are out of warranty and you are stack with a broken tv. I am really very dissapointed with Sony conduct regarding their customer service. I will like to have a working tv and for Sony to replace the one I bought in good faith and base on the previous products and customer service experience with Sony.

Event #[redacted].

First I requested an estimated to repair, to [redacted]. They weren't able to provide it. Then I requested an exchanged. Because they don't seem to know their product good enough to repair it.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding The Sony TV NSX46GT1. Sony has contacted the customer and advise that we have to diagnose first the unit to determine what is needed. If it really need service we still have our out of warranty process to follow. Customer been advised to call Sony at her convenience for the procedures. Our agents would be more than happy to assist her.

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

Sincerely,

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:

[[redacted] from Sony called me. She was supposed to tell me how much will cost me to obtain a replacement for the broken but shcouldn't tell me. She was supposed to call me back. I called back tired of waiting. Couldn't reached the same person, [redacted]. I was almost and hour with, [redacted] if I am correct, explaining the problem all over again. She asked me to call to a different number where they could help me with my question. I can't played this game no more. Each call is a different customer service that don't have the authority or capacity of helping you so please hold or call some other number. I need someone to call me and tell me how can I have this tv replace by one that works. The TV s brand new hardly used.

Please help me with this matter. If you see the review of this tv model many customers have complaints and can't get adequate help from Sony.

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 her Sony Internet TV NSX46GT1.

We have already made the final offer to her which was to replace the Out of Warranty TV with a Sony factory recertified unit of the same or comparable model since repair will be uneconomical due to expensive parts. She just needs to pay $579 plus tax; the TV will have 2-year warranty or she can go for 15 percent discount for new TV purchase from our Online Store.

Since customer made it clear on her statement that she declines the offer and prefers to just buy a TV worth $310 from our resellers, then we will consider this case closed.

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

Sincerely,

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 need them to explain me why they want to sell their on tv to a customer for a much higher price than to a so call reseller that sale it for $310.00 by [redacted] Sony customer service. I haven't find no store that sells that tv for that price. That is an information mentioned, as if said before by Sony customer service agent [redacted] that called me to solve this problem. Also she told me they do not repair or their are not in house technician with the ability go guiding customers because this model is an obsolete model. Again the $310.00 resellers value and obsolete model is information provided to me by [redacted] Sony's customer service represent ant assigned by Sony to deal with my problem. I WIKL PURCHASE THAT MODEL FOR $310.00 DIRECTLY FROM SONY TO RESOLVE THE MALFUNCTION OF THE TV I PREVIOUSLY PURCHASE FROM [redacted] JUST BEFORE THEY CLOSED THEIR STORES. [redacted] TOLD ME THAT IS THE VALUE SONY CONSIDER THIS OBSOLETE TV IT IS MARKETABLE FOR AGAIN PER [redacted] FROM SONY.

BEST REGARDS,

Review: After approximately 2 years of use, the $2500 valued tv that I purchased continues to turn off and starts to blink 4 times indicating a bad LD Driver. After many attempts of resetting, following Sony website troubleshooting guides, I am filing a complaint. This complaint is to warn other hard working customers that the 46-KDL-HX820 television is defective. This is extremely disappointing to spend that amount of money on a tv that lasted only 2 years. After searching the internet, this seems to be a rather significant issue. If I wait long enough, there may be litigating consequences.

I was a strong Sony purchaser for many decades, but that is no longer the case. Thank you for your time.Desired Settlement: This should be fixed at no charge or at least a partial refund for the remaining life expectancy of similar televisions.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your

office received from [redacted] about a Sony KDL-46HX480 .

Sony has already contacted this customer, however he doesn't have enough time to discuss the issue. We would like him to call our support back so that he may be assisted. Please provide [redacted] as the reference number.

He may reach us at :

Sincerely,

Review: I bought a Sony Bluray changer in 2011. The changer was $1899. However I spent $25000 to have it connected throughout my house. also, spent over $8000 on Bluerays for the changer to perform its function as a media library.

the changer started to malfunction about four months ago. It was almost impossible to get any support from Sony.. about seven weeks ago Sony directed me to send my device to a repair facility in New York. Sony told me they do not cover shipping cost. anyway, I sent the device and paid for the shipping

The repair facility identified that is causing the malfunction and needed to be replaced. however they informed me that Sony stopped making parts for the device. then, the repair facility recommended from Sony to replace the changer.

Throughout this entire process Sony have been very slow, irresponsible and extremely rude ...

finally, today Sony offered me to buy back my device.. the buy back will cover the cost of the device $1899 + tax... I informed Sony that I am not interested in a refund. I requested form Sony to replace of fix the device however, they refuse ..

The device is currently cost much more and sold at several Sony retailers, the price for these changers are over $4000 at this time. Sony representative said that the cannot issue a replacement from a retailer.

So, I will have to spend over $2000 to get the same exact changer. My changer is still under warranty and as I mentioned , I spent over $25000 to have this system installed which is worthless without the changer not to mention the cost of the blurays that I cannot use...Desired Settlement: Request for Sony to replace my device... this is the least any responsible manufacture would do...

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony BDPCX7000ES. We have advised the customer that a refund is going to be process for his unit, under reference number [redacted]. We would also monitor this case for the customer which is currently being handled by our customer relations department.Sincerely,[redacted]

Review: I have a Sony Bravia TV model #KDL-46HX729; Serial # [redacted], (Purchased 1/*/2012) software pkg [redacted], device ID [redacted]. Registration code [redacted] Problem:

[redacted] guide has "No Data" on all channels since about 4/*/15. The TV is positively connected to internet because I can obtain & watch [redacted]. When trying to download [redacted], the screen shows: "No Connection Message" & "Try Again/Exit." I know the TV is internet connected.

SONY HAS ADVISED ME THAT YOU ([redacted]) HAVE/HAS DISCONTINUED MY SONY TV'S ACCESS TO THE [redacted] GUIDE!!!

WHY? WHEN I BOUGHT THE TV, I WAS PROMISED GUIDE ACCESS BY [redacted]!! HOW CAN YOU (Sony/[redacted]) DISCONTINUE THE SERVICE???? THAT IS ILLEGAL!!!

[redacted]Desired Settlement: Restore [redacted] guide to my Sony Bravia TVs.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL46HX729. Sony has contacted the customer however we were unable to get hold of him. We left him a message regarding the issue. We would like to apologize to the customer regarding TV Listings update problems and/or missing channel line-ups that the customer is experiencing on their internet-enabled TV. We would like to inform the customer that over the past five years, Internet and TV technology has undergone rapid change, as have the requirements of our customers - the TV manufacturers. To that end, the TV that the customer is using is no longer supported with TV Listings updates from [redacted] will no longer be supporting TV Listing on all SONY TV"s. The customer may use the One Flick Entertainment which includes a broadcast channel guide and a cable box control. For further assistance, customer may contact our technical support department at ###-###-#### with the event no. [redacted]. Operating hours are M-F 8 am - 12 mn EST and Sat – Sun 9am - 8pm EST. 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]

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,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL46HX729. Sony’s final offer is a 15 percent reimbursement on a new TV purchase. Sony’s answer will not change in this regard. Sony considers this case closed.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]

Sony's response is unacceptable & my complaint must remain unresolved!!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a Blu-ray Disc Home Theatre about 2 years ago (6/*/13). Currently, we cannot use it because it is unable to hook up to the internet. My son had set this all up for me, and now I am lost. I researched it and it appears that there is a firmware update that needs to happen, but you can't do it if you can't get it on the internet. I called Sony 4 times and each time, takes so much time (which I don't have) and I have consistently had terrible service because they do not have answers and they all contradict each other. Bottom line, I don't have a cd on my Mac Airbook and there is no update that is for a MAC. They want me to download it to my computer and put it on a disc and then put it in the BluRay...I can't and now they want me to spend $60 to update it which is really shameful!!!! They should care for your customers. I should of been notified of this as a registered owner, and provided w/the tools to fix this.

I cannot do this and cannot pay $60... they need to take responsibility for this.Desired Settlement: Send me the cd free of charge with specific directions and a direct person to get help with. Or bring it somewhere or replace it.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony BDVN790W. Sony contacted the customer but unable to get hold of her. Customer may download the firmware update from our website or she can also order the update by just going to [redacted]. The time period for the limited warranty that accompanied the product at original purchase has expired and Sony will not be able to honor the customer’s request. 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 bought the sony player and now it is unable to work because the software needs an upgrade. I have an apple computer and the download is for a windows ( I already said this), and I have a mac airbag and there is no cd player to download on to. This in unacceptable, and I am sure there will be a lawsuit against sony.I would like this taken care of... There is no reason they cannot honor their product by providing the upgrade which is absolutely necessary to run the product. This is NOT resolved and I will not stop until Sony honors their customers. How much would it cost sony to send me the cd w/the upgrade so I can put it into the player to do the upgrade. I will send it back when I am done.... I guess $2.00 is not worth it???? WOW, what a horrible business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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 have not received the refund for the discs and would it be possible for Sony to repair my player?

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 BDVN790W. Sony has contacted the customer thru email and we advised her that we won’t be able to honor her request to replace or repair the unit . The unit warranty has expired and we have processed the reimbursement for the discs for $23.22. Turn around for check is 4-6 weeks. Sincerely,[redacted]

Review: I purchased a Sony Laptop (Model #[redacted]) on March *, 2014 and shortly after, the screen stopped working. I contacted Sony and arranged for a repair. The laptop was then returned, only to have the screen stop working once again. For the second time, the laptop was sent out for repair, only to have it return and almost immediately experience the same problem. This marks the third time that the screen ceased to work. I contacted Sony and was told that because the laptop is out of warranty, they could not repair it, DESPITE the fact that this issue began soon after purchase during the warranty period, and therefore is still considered an unresolved in-warranty issue. Furthermore, I was assured by the customer service representative during the second repair that if this sort of defect happened again, it would still be covered even if it fell out of warranty because the issue was initiated before the warranty period ended. I paid $848 for this laptop, and in just over a year of owning it, I have frequently not been able to use it, as it's repeatedly in for a repair that has not been properly completed. My desired outcome is a full refund of the $848 purchase price. In accordance with the Magnuson–Moss Warranty Act, if a product, or a component part, contains a defect or malfunction, the manufacturer must permit the consumer to elect either a refund or replacement without charge, after a reasonable number of repair attempts. In accordance with my federal statutory rights, I am requesting a full refund of $848 in exchange for the return of the defective product. I am fully committed to pursuing my rights in this case.Desired Settlement: My desired outcome is that I return the defective laptop for a refund of my full purchase price of $848.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from Jillian Stone about the Sony VAIO Notebook [redacted]. We already contacted the customer and offered a prorated buyback for $727.82. Customer will need to consult her husband and will contact us once she made the decision. We will wait for the customer’s response. Sincerely,Jim C[redacted]

Review: My camera kept over heating while in use before shutting off completely. I called Sony about the issue and sent it in for repair with my proof of purchase. I've waited for a few days and tracked my repair status on Precisioncamera.com and seen my repair status had an error icon that read delayed. I gave them a call and they notified me my camera was not repairable and they will be sending the camera back to me unrepaired. I gave Sony a call and told them about the issue and was told by the representative that they will be replacing my camera with a different model that is similar to the model I owned and I will be given several choices to pick from. He took my info and told me I will hear back from Sony customer solutions within 24-48 Hours. After the time frame ended I gave another call back to Sony to let them know I have not received a call and they escalated to customer solutions a 2nd time and gave me the same time frame of 24-48 hours, again after that time frame ended I gave another call back to Sony and was told this time it will be escalated again to customer solutions with an urgent status and give it another 24-48 Hrs. Time frame once again ended and was told it will be escalated to customer solutions again with a critical status. Time frame once again ended and I was finally told the reason I have not heard back was because Precision camera have not contacted Sony customer solutions even though I had already received my camera back unrepaired. I gave Precision camera another call and asked what’s going on and they told me my camera was water damaged and that voided the warranty so there was no reason to give Sony a call for an update. I explained to them that the camera was not water damaged in my care and they would have to talk to their technicians and find out what happened.

I’m not silly enough to get my camera wet and send it in for repair knowing full well that any water damage or any damage self-inflicted will automatically void the warranty. I worked at [redacted] for 5 years I know how this works I would not make a fool of myself and do that.

I called Sony about the issue and they once again made a new case and had it escalated for the 7th time. Since me finding out my camera somehow got water damaged in the care of Precision Camera my case was escalated few more times wait time frame to time frame and Precision Camera has yet to follow up with Sony. I really feel like I’m getting the run around from Precision Camera than Sony because I understand Sony has to hear back from Precision Camera. I feel like Precision Camera know what happened to my Camera and they don’t want to own up to their mistakes.Desired Settlement: I would like my camera replaced, Precision Camera know what happened to my Camera and they don’t want to own up to their mistakes.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Steph T[redacted] about the Sony Camera ([redacted]). Sony attempted to contact the customer yesterday and today, however, it was directed to her voice mail. Sony left a message requesting the customer to call back at ###-###-#### to discuss this matter further. Sony’s reference number is [redacted]. Thank you, Joe B[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:

[I have not gotten a call or voice mail from Sony and I called the number given and I'm getting the same response " we will escalate your issue to customer solutions ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Review: Sony PC need repair every month.have gone to store and online e-support,manufactoryand and Geek Squeal repairs numbers times,still have same problems.

Vaio Laptop information:

Product Type: SVT1511CXS-15

Model: SVT15115CXS

Serial [redacted] Requires: Full refund of Vaio Laptop when have

major problems, according California Consumer

law

Problems: Laptop repeats drop off Wi-Fi connection and turn to blue screen, then

Keeping restarting computer. Between 2 hours Crushed 4-5 times in May **,2014, same situation in other days too. This Laptop have been replaced hard drive twice between four month, in manufactory repairs almost two month.

Summary of repairs:

July **, 2013 I purchase Sony VAIO T series Ultra book from [redacted] display produce.

Aug *, 2013. Pick up Sony PC in same day start the Wi-Fi drop off connection.

Aug and Sep, 2013, [redacted] did minor repairs.

Oct and Nov 2013, I following Sony Online E-

support few times, still Wi-Fi drop off

Connection every 4-5 minutes between 2 hours use.

Dec 2013 San Francisco Sony store did some repairs.

Jan [redacted]Feb **, 2014 Sony manufactory repair, replaced hard drive.

April *, 2014 Sony Stanford store repair.

May **-May **, 2014 [redacted] Geek Squeal manufactory repair,replaced hard drive again.

Oct 2013- May 2014 I called Sony costumer service phone number, each phone number automatic recommend to another number... I have called ten different phone numbers, still doesn't have once number I can speak with anyone, All is automatic answers.

Nov 2013 -March 2014 I sent emails to Sony no respond.

May **, 2014 I sent third email to Sony asking refund no respond too.

Wasted my hundreds hours and affect my financial budget:

I spent hundreds hours just want make this PC work. I need spent lots hours to installing software and data, photos in this PC again every time had repaired. Each Repairs I spent three hours on the road to just got Sony store. I can't used this PC because Wi-Fi drop off and PC crushed constantly, I will lost my data, open

Windows or information. So, I need purchase another computer instead this one. It's nightmare for me, turn my emotions up side down.

Requisition:

I'm no true Sony computer anymore, Therefore I'm strongly request Full refund.Desired Settlement: I'm no true Sony computer anymore. I need computer for work, so I bought another new computer recently. I have been trying so long to fix this computer, still doesn't work.Therefore I'm strongly request Full refund-$902.37 (include sale tax).

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony VAIO SVT15115CXS. We spoke with the customer today and we requested her to send the computer to Sony Repair Facility in [redacted] for evaluation.

Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

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:

[Your Answer Here]

Thank you Revdex.com office , for help me to contact Sony. but, the problem still have no solve yet.

I still strongly request refund or exchange laptop which one as work normally and function. also , asking Sony stop sell product to people which is doesn't function regularly or doesn't work at all.

I called Sony many times, finally I get speak on the phone with a person for 3 hours. My sony laptop have been to repair many times, still have same problem. so I asking refund or exchange. but the person give only answer is send to Sony repair center again. I don't have choice. I just bad luck bought failure product from Sony, doesn't work at all. Because this sony laptop is born with problems and unrepairable, as all technicians said that.

They did everything try to repair this laptop, change hard driver and Wi-Fi card twice between four month. After all repaired done still have same

problems. I just done't trust Sony laptop anymore. It's nightmare, turn my life side down, affect my financially budget.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for following up on this matter. Our [redacted] Service Facility representative already spoke with [redacted] and they offered to buyback the unit and provide customer full refund. The customer accepted the offer and the estimated time of arrival for the check is within 4 to 6 weeks.

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. Thank you Revdex.com office for following up this case, I really appricate your office help.

Sincerely,

Review: I have a 2 year warranty on my Sony Vaio Laptop Model # SVT15112CXS, Serial # 545283510001305, Service Tag # [redacted]. This machine suddenly stopped working and I called up Sony to get it repaired. I was alarmed when Sony Customer Relations told me that thier service process changed from - obtaining an Event Id# and Work Order #, going to UPS and UPS then shipping to Sony Loredo TX for repair. New Process - Visit any [redacted] Store - who will process the repair request. I visited a [redacted] Store in [redacted]Store # [redacted]) ([redacted]) today - 6/**/14 - who told me they knew nothing about [redacted] servicing or processing Sony Vaio Manufacturer Warranties ( [redacted] - [redacted] & [redacted] - [redacted]). Furthermore, when I called up Sony Customer Relations - they refused to transfer me to a [redacted] or to a rep in the US. They said - [redacted]s don't deal with customers, they only do administrative work! (Agent - [redacted], Id# [redacted]) So now I'm caught in the middle and no where to go - having wasted a lot of my valuable time in the process!Desired Settlement: I want sony to send me a box with a shipping label - so I can send the machine to their repair facility in Loredo TX.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVT15112CXS. Sony spoke with [redacted] on June **, 2017 to discuss the issue. We processed sending him a box with a prepaid shipping label so that he can send the unit to [redacted] for In Warranty repair.

Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

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:

[Your Answer Here]

Greetings [redacted]

Thanks so much for your call this afternoon.

Here's the update with Sony.

I recieved the box from them. I sent this machine over and even after 2 weeks haven't recieved the repaired or replaced laptop. I infact recieved an empty box from Sony a few days ago which suggests that either they don't know that I already sent my laptop 2 weeks earlier or thier internal customer relations and shipping departments are not communicating effectively. Either way, I, the customer am the Loser.

Also, everytime I call up Sony to inquire about the status of the repair, I get the run-around since the agent can't pull up my file - despite my sharing key details like my event ids and work order numbers.

They even go as far as asking what the model # & serial number & service tag # are (all that is connected with my customer profile when I provide them with my telephone number ###-###-####) and still they ask!

Please help & thanks a ton in advance for all your efforts!

Thanks for your time and have a blessed week ahead.

[redacted]

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 SVT15112CXS . Sony has contacted this customer and we were advised by the customer that he did receive the unit from [redacted] after they repaired the unit, and now the unit is working fine we advised the customer to call us back if he will have any issues with the unit

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 Sony laptop in 2013 for $901 that has been defective since the day I removed it from the box. It has been back and fourth to Sony repair several times and it still does not work. I have asked for a refund, sent Sony letters for a refund and they ignore me and hang up on me when I call their 800 number. Their employees are very rude and disrespectful to me.I would like a refund for my laptop and the extended warranty I paid for.Desired Settlement: I would like a buy back (refund) of my laptop and 3 year warranty.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15215CXW. Sony has contacted the customer and agreed to have the unit buy back the unit and SPP for total of $1051.68. Check will be delivered within 4-6weeks.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

When Sony Corporation of America has fulfilled their obligation of a total Buy-Back and I have the check in hand, I will then consider this case resolved. Until then, this case is open and active until otherwise. Sony Corporation of America has made numerous offers to Buy Back my laptop, I have spoken to numerous employees over the last year, nothing has been resolved.

Sony Corporation of America would like me to return my laptop to them before they issue a full refund, they will not issue an email or written letter to this fact. It could take months or years before I am issued a refund, what guarantee do I have once they receive my laptop that I will get a refund. I need something in writing or an email.

?

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio SVF15215CXW. Sony has requested a box and prepaid shipping label so that customer can ship back the defective unit to Sony. Once we receive his unit, we will process the agreed upon refund of $1051.68. Check will be delivered within 4-6 weeks.

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

Consumer

Response:

Refund from Sony has been received in full by Company check. I would like Sony to retrieve all my photos and folders on the effected laptop and returned to me.

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 laptop last year. The computer never worked well. 9 months after purchase it would not turn on at all. I returned to the sony repair station per the instructions from sony support phone line. Several weeks later I got a phone call stating that the computer could not be fixed, there was a part which was malfunctioning and they no longer made that part. I was told I would recieve a full refund for the purchase price in the form of a check in the mail. I have not recieved any correspondence from sony since, and I am unable to get in contact with the office that handles the refunds, there is not direct email or phone number. I have called tech support every 2 weeks for 5 months asking for someone to call me back, and I am unable to get a response other than "someone will contact you later".Desired Settlement: I would like the promised refund on my credit card OR in the form of a check.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT131390X. Sony has tried to contact the customer but we failed to get in touch with him. We would like the customer know that Sony is currently investigating the status of the refund check that was offered to the customer. Ou[redacted] repair facility already sent an email to the billing department to check on this matter. Sony will contact the customer once we have an accurate information regarding the refund check.

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 have not received a satisfactory resolution to the issue. At the current time the only response was that [redacted] has contacted someone to "look into it". There has not actually been any discernable forward progress made towards resolution. The response from the company should be tailored to what decision will be made towards issuing a refund for the malfunctioning computer. I have been told for the last 6 months that the company is investigating the problem. I would like to know when I will receive the refund.

I have also included an email reply to [redacted] which was the only method of contact provided me by the technical support phone number from [redacted]'s previous response. I have not yet been able to speak to anyone in the customer relations, billing department, financial department regarding my issue. The only contact phone numbers provided have been for technical support (and since I do not have a technical issue with my computer, they are unable to provide assistance).

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], about the Sony Vaio SVT131390X. Sony has contacted customer 9/**/14 and we were able to speak to him. [redacted] agreed to just send him email if we already have the update on when he will get the check. We came up with this decision due to difficulty in reaching the customer and vice versa. Customer requested to be updated weekly if it is possible, so at least he knows that we are working on his issue. He said that if he gets email from us, he will just respond via email not phone call.

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

Consumer

Response:

The issue is not actually resolved until I recieve the refund. I will give the company more time to issue the check (it has already been 5 months). Hopefully I will not have to use the Revdex.com services to resolve the issue in the future and the finance department at Sony can track down the information they need to send the check. Thank you very much.

Sincerely,

Review: I am filing this complaint because my repeated efforts to resolve an in-warranty exchange for my Sony portable DVD player was getting nowhere. The event ID that Sony Customer Service gave me for this is [redacted].

Subject of issue:

This is regarding an exchange for my Sony portable DVD player that I bought through [redacted] on 10/**/2013. It worked only for a few days and stopped working even when a new DVD was used. It just got stuck a lot.

First try for Repair Service

So, I tried to go online (around March of 2014) and set up a repair. It asked me to pay $6 for shipping and send the device so that a replacement could be sent back. But, my credit card did not get charged and no UPS label was sent to me as mentioned. I also lost the details of this transaction as my computer crashed soon after.

Second Try for Repair Service

I called Sony again around May 2014 and they no longer offered me a replacement for $6. They said an exchange would cost me $33. After some negotiating and customer service called me to back a week later to inform me that they could do it for $16.50. I was asked to ship the device and all that came with it. I had to spend for shipping myself and I sent the device to Sony in mid June. I got a call from customer service around [redacted] or [redacted] of June to say that they received my device and a replacement was going to be put on a truck the same day and that I should be receiving it by the following week.

Follow up in July

I waited and called Customer Service again on July [redacted] only to be told that nothing had been shipped because they were having trouble finding a replacement device. I was told someone would call me back within 72 hrs. I neither received a call nor the replacement device yet again. I decided to try sending emails to Sony Customer Service and no one responded to the emails. I had to do try email because every time I try to call customer service, the wait times are ridiculous to get to someone. After that they keep putting you on hold to check their notes and that takes forever, Each call to Sony customer service takes about an hr of my time. After all this, I called again on July ** and voiced my concern and growing frustration to the customer representative [redacted] with ID [redacted] Again this call involved was a lot of wait time and checking of notes by putting me on hold. After being patient for so long, I was informed by [redacted] that a device has been identified and is going to be sent to the warehouse after which it would takes 10 days to send it to shipping and she had no tracking information or definitive ship by date information. I wanted to escalate and I was informed that there is no live supervisor support and given this email to escalate and was also told that the wait time for a response to this email would be 2 weeks.

I did send an escalation email to the email ID provided

My Concern

We have always been buying Sony products and currently own a TV and a Blu-Ray player manufactured by Sony and have never had any major problems with your products.That is why there was no doubt in my mind to get a Sony Portable DVD when I was shopping for one. I never expected it to stop working so soon and most of all never expected such poor customer service response from Sony.

The customer service wait times are ridiculous and the response is very poor. I should not have to wait over 3 months for you to send me a replacement device. I have called Customer service on June [redacted], July ** and July **. They have no record of the calls made by customer service to me which was sometime in May and end of June

I did send an email to the email ID that was provided to me for escalation ([redacted]) on [redacted] of August, 2014 and have received no response so far. I did not receive even an acknowledgement to the email I sent.Desired Settlement: Desired Resolution

After all the time and money that I have spent on this, I don't think it is even worth getting a replacement device. My kids have forgotten about the portable DVD player now. I have spent $69 to purchase the device, set up an exchange for $16.50 and spent about $20 to ship the device. I can't put a dollar amount to the amount of valuable time I have spent on this issue since the beginning of this year. I just do not want to spend any more time on this and want Sony to issue me a refund for the $69 plus tax I spent on the original device and credit back the $16.50 plus tax that has been charged to my credit card for the exchange service plus the cost of shipping. I will have serious reservations in the future before I purchase any Sony device because I do not want to deal with such bad customer service.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony DVD Player DVPFX750. Sony has contacted that customer 9/* and informed her that we will be refunding her DVD and she has accepted the offer.

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:

They said they will issue a refund and asked me to email the receipts and that was when I spoke to you to close this case. Yesterday the representative who called asked me if I received the DVD player. When I sounded confused and said I thought you were issuing a refund, she said she did not receive my emailed receipts. Then she tried to say the amount will be pro-rated because I used the player for a few months before it became defective. Then she said everything is approved and ready but when probed, said that the accounting department has to approve and it takes 6 weeks after that for me to receive it.

They are very inconsistent with what they are saying and doing and I do not get a good feeling about this. They continue to waste my time as if the 6 months that I have already spent on this is not enough. That is why I called you yesterday and appreciate your time spent on this. Anyway, the amount that I have been approved for (according to [redacted] is $99.45. Hopefully, we can come to a fruitful conclusion.

I want to understand my options at this point. I am not sure about the amount they are going to refund me and whether they will stick to the amount that was mentioned on the phone.

Do I have to wait 6 weeks for resolution?

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] regarding The Sony DVPFX750. Sony has contacted the customer and was advised by the customer that she did receive the check and will close the complaint.

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

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,

Hello [redacted]

I have received the check from Sony today in the mail. A customer representative called me and I confirmed the same to him. I tried to close the complaint online but was unable to do so as I do not see any corresponding options on the screen. Please do consider this as closed from my side and update the status accordingly.

Thank you for your time and effort regarding this case.

Thanks and Regards

Review: I am requesting your help in solving my problem with my Vaio laptop (model no# SVF15AC1QL) (PRODUCT NAME SVF 15A1BCXB) SERVICE TAG- C10GVNYY. I purchased the Vaio laptop and an extended warranty( contract no# [redacted]) on December *, 2013 at the Sony store in Boca Raton, Florida which the sony store is now closed.

I called sony e-support on [redacted] on 11-**-14. I want to tell you about my experience with sony tech:problem with 2 of my usb ports not working.

1. First was on the phone with [redacted] for over 106 mins. he had control of my computer he unintalled one genetic usb hub it did not re-install when turn computer off and turn computer back on.

2. [redacted] didnot blacken my wall paper I felt like he was looking though my computer than solving my computer problem.

3. [redacted] lost control of my computer. connecting was very slow. He said I need to take laptop to authorize repair [redacted] to repair. I told him I had a extended warranty with onsite repair.He did agree that I had a Protection PLUS for Vaio computer.

4. Then a supervisor came on to the phone line. she would not give me an appointment for onsite repair. She told me I needed to pay $100 for repair. I told her the laptop was under warranty. she said have to go to [redacted].

5. Contacted [redacted] geek squard they said they can't repair laptop because I didnot purchase laptop from [redacted] and they don't service laptops under warranty not purchase at [redacted].

6. I called Sony e tech support back to explain what [redacted] WILL NOT SERVICE LAPTOP. e sony tech told me she would email send me a letter to take back to [redacted] with the laptop or I can go to [redacted] and send laptop to [redacted] center. She said [redacted] will know what to do because Sony has a contract with [redacted]. I told her I have a extended warranty that included on site repair.

7.I spend over 3 hours on the phone with Sony e support reps and my problem is not resolved.

Now here is the major issue/ problem

1. I purchased an extended warranty which includes on site repairs. I AM NOT RECEIVING(ONSITE ) SERVICES WHAT I PAID FOR.Also the computer battery does not last for about 45 minutes and sometimes the computer keys don't work.my windows will not update. this computer keeps having problems since I purchased it.

I have had other problems with this Vaio laptop since 12/**/13.

I would like a full refund of purchase price and extended warranty or a brand new laptop with features that are equal to this laptop or better.

Thank you for your prompt responseDesired Settlement: I would like a full refund of purchase price and extended warranty or a brand new laptop with features that are equal to this laptop or better.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15A1BCXB notebook. We have contacted this customer multiple times however we were unable to talk to her directly, thus leaving a voice message for her the call us back to discuss the options we can provide. We will check if her request in getting a refund is possible but the unit needs to be sent to our authorized service center first. 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 purchased a extended warranty that includes on site repair.I was told when I brought the computer and it says in writing on sony.com that warranty includes onsite repair I feel sony is not honoring written or verbal contract. I just want a full refund in a check. [redacted] which is authorize sony dealer/repair in my area will not service computer because I didnot buy computer from [redacted] and have no way to look at sony system for repairs. This answer is not solving the problem in the complaint. This reply to my complaint is the same reply I got from sony tech support before I contacted Revdex.com. Sony does not sell Vaio computers anymore according to website. The computer is still having problems more that I have already stated in this complaint.So how do I get a refund check for computer? How long do I have to wait to receive a check for computer?Can I receive a check within 10 business days? Sony should send someone out to where I am to pick up computer like Sony advertises and because I paid for this kind of service in my extended warranty.Thank you very much for your prompt response in this matter.

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 her Sony SVF15A1BCXB. We already contacted the customer and advised her thru voice mail and email that we also added her extra expenses for the packaging which cost $10.69, so her total refund would be $ 1290.68.The order number for her refund is [redacted], this was approved on 01/**/2015. We also advised her that turn around time for her to receive the check is 4-6 weeks. 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,

Review: TV Model: KDL-40R450A

SN: [redacted] I had initially filed a complaint because my TV wasn't working (Revdex.com complaint #[redacted], Sony event# [redacted], Sony order #[redacted]). Sony sent me a refurbished TV that was in worst condition then the one I had. The TV makes loud bangs and some times it will not turn on. I contacted warranty support, and was told I would get a call back. It has been several days and no call back. When I asked for the ticket number, they told me no ticket would be created until I get a call back. I already spent $100 and 4 hours of my day to get my first TV looked at by an authorized dealer. The location of the closest authorized repair center is about two hours each way.

Thanks.Desired Settlement: Either a new TV or a refund is the desired outcome. The broken refurbished TV that was sent to me leads me to believe Sony's refurbished units are not going to last me.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40R450A. We have already contacted the customer and processed a brand new replacement for his unit. The order number for the exchange is [redacted]. 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,

Review: On 6/**/13 I was using my SONY Vaio laptop (Model# [redacted]), I went to open the screen further for a better angle and the screen cracked in my left hand, which I was opening it with. I was completely shocked since this was a NORMAL AND REQUIRED action in which to open the screen further. This cracked rendered the computer inoperable. While I was disappointed that my computing was done for awhile I was not worried since I had only bought the computer directly from SONY on 1/**/13(at my insistence even though my wife wanted me to get if from [redacted] I felt like supporting SONY directly). I called SONY the next day and they shipped out a box and repair form for me to send to the facility in [redacted] Texas. On 7/*/13 I received a message that the evaluation was completed and I called them back today 7/*/13. I spoke with [redacted] and informed her how the damage was done during routine opening of the screen and she said the technician said there is physical damage and it would not be covered. I asked to speak to the technician about the mistake he/she had made in assessing the laptop. The only physical damage is the cracked screen, there are no scratches, scuffs, dents, dings, point of impact or any other physical damage that could have led to a cracked screen. This is clearly a defect in either the screen or in the design or some other aspect of the laptop. She informed me that it would cost $405.99 to repair and at my request I was then referred to a different customer support representative. After explaining the situation and again asking to speak with the technician I was told I could not and at this point I received an email with a repair bill of $449.99 + tax. I assured him this damage was no fault of mine and I was then passed off to a customer service representative. This woman also insisted that the technician has final say, the cause of damage was indeterminable and not covered. She informed me of the new price, $489.00. If I buy a new car and the door handle comes off in my hand, is it my faultDesired Settlement: As you can see I was not negligent or abusive in the use of this SONY laptop. All I want is for the screen to be fixed. If the technician can explain to me how I mishandled the screen by opening it I will gladly pay for the repair. I would also like to add that I have read about many others online who have had similar problems with their screens, companies fix and tweek products all the time, I don't see why they have to insist that it is our fault when they don't meet the demands of normal use.

Business

Response:

RE: [redacted]

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony [redacted]. Sony contacted the

customer and offered 50% of the repair cost. The customer has not responded to

the offer.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: Revdex.com _ [redacted]

v