Sony Corporation of America

Review: I purchased a sony internet player with google tv at the price of 114.05. It arrived in the mail and I had a problem adjusting the screen size on the device so I spoke to technical support. I spoke to a total of 5 reps. It took 3 to deem the device defective. I have been extremely patient with them the entire time. Not once did I lose my temper with a representative . After It was deemed defective I was informed that I need to find a box and send it to their service center to be exchanged. While I understand the need to send the device to them I did not feel that I should pay for packaging and postage for a device that I cannot use properly so I spoke to 2 more representatives on a live support chat and this is what I experienced: http[redacted] Afterwards I left a paragraph on sony's main [redacted] page as it was late and I wanted to leave a message for them to contact me the next day.....it was deleted within 10 minutes.Desired Settlement: I would just like a simple box and shipping order to the service center so I may properly address this issue. If they cannot do so than I will happily send back the device for a full refund....but I do not think it is reasonable to get a box, bubble wrap, and pay for posted for a device that simply is defective AND deemed defective by said company.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony NSZGS7. Sony has shipped [redacted] a new unit. It is being held for pickup by FEDEX. The tracking number is [redacted] We have tried calling [redacted] at the phone number provided but we have not been able to contact him. He can contact FEDEX to arrange pick up of the new player.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Review: I purchased a Sony Vaio Model # VPCEF47FX and all of sudden I had no power, I tried working with EMail support team to correct the issue and nothing worked. I call the Customer service number and was told because the product was out of warrentee that I would be charged for the phone call besides any other costs associated with it. This computer has never been mis-treated, abused, dropped or anything else to cause this issue by me. Some one told that it could be the adapter and that some of these models were subject to recall. The battery and power supply is in working order, I know this because I had purchased three of the same machine, I gave the other two to family members and they work fine and I changed out battery and power pack and they work in their computers. So it is inside the computer. I feel if there is a defective part in some of these that Sony should be the one to pay of the repairs. As of right now I am getting no answer and feel they are stonewalling me because they are selling their VAIO part of the business and do not want to deal with some of us customers that have problems with them. I am on a tight budget and thinking I will be taking my son up on his offer to loan me the money to purchance a new computer. Sony has lost a loyal customer. I know as soon as I can I will be replacing all my Sony products with another brand because of this experience I have had and will also not recommend Sony to any of my friends and family.Desired Settlement: Either they fix it free of cost or replace it would be nice, I faithful use my computer and have been with out it for sometime now and have to borrow my familes computers which I do not like to do because it is not mine.

Business

Response:

February

[redacted], 2014

Review: I purchased a Sony Vaio SVS151290X laptop online from Sony's online store on 2/*/13 for $997.49 (plus tax). I customized the laptop online by choosing specific options (memory, graphic, etc). The laptop was packaged and mailed out to me on 2/**/13 (I have the packing slip to prove it) and I received it on 2/**/14 (I still have the FedEx tracking number to prove it). This shows that I received the laptop 19 days after I ordered it.

The laptop suddenly stopped working on 2/**/14. When I tried to turn the laptop on the screen was completely black and the computer would shut itself down in a matter of seconds. This was repeated several times. I have already followed all of Sony's troubleshooting steps and none of them worked. I take very good care of my laptop and I have never had this sort of problem before. I believe that a $1000 laptop should be made better than to stop working in a year's span through normal, careful use. I have tried contacting Sony to get my laptop serviced, but was told that my warranty had expired on 2/*/14 (aka one year after the purchase date). Normally, this sort of error would be resolved under Sony's limited warranty, but I was told on the phone that the warranty began on the date of purchase, not the date that I actually received the laptop so I was not eligible to have free repairs. I believe that this is grossly immoral and an example of bad business practice. On the date of the purchase (2/*/14) the laptop literally did not exist (since it was customized it was special ordered and made). The computer had to be first put together, mailed, and then finally received by the purchaser. I do not think it is correct, or right that my warranty coverage was being used up by Sony's slow production process. It seems almost blatant to have such a slow process in order to allow Sony a smaller coverage window for the purchaser. If the warranty covers one year, the warranty should start on the day that I received the laptop (2/**/13-2/**/14). Today is 2/**/14--this is still before I even received the laptop one year ago and it is unacceptable that the warranty should start when I simply placed the order online. I feel like this is common sense and that it it is ridiculous for Sony to deny my rightful warranty coverage. I feel like I was cheated and sold a bad product. It is unacceptable to pay $1000 for a laptop to have it break within 1 year of receiving it.

I am very disappointed because up to this point I have been a very loyal Sony customer. I will no longer consider Sony first when making electronic purchasing decisions if this is how they treat loyal customers.Desired Settlement: I think that Sony should either replace my laptop or provide me with a refund of the total dollar amount spent on the laptop.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVS151290X. Sony has

contacted this customer and has repaired the unit under warranty. The unit has

been shipped back to the customer and is expected to be delivered on 03/**/14.

If

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

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

Sincerely,

Review: My psvita in warantee, I set a service request and I wa told we have been having issues in my case. My screen is not cracked but when you shine a light on it you can see a dark spot on the inside of the screen. So they sent me a shipping box. Receieved an email that my psvita is out of warantee and that I have to pay for it to be fixed. I spoke to [redacted] - ID # [redacted], who is a [redacted] and told me that my warrantee is not covering abuse on the system and that I have cracked the sreen. He said you can not see the cracked screen unless you take the system apart.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Not Entered

Business

Response:

This complaint was fowarded to Sony Playstation

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]

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

Sincerely,

Consumer

Response:

This case was in silent for a long time and since it was silenced and nothing has been done on Sony's side - I decided to throw away the defect product and promised myself never to buy a Sony brand items anymore.

Review: I bought two Sony tablets the end of December 2013. I was surprised the key board on one of them didn't hold the charge. I went back to the store to see their technician, who told me after one hour that it was fixed. I went back a couple of weeks later, and this time the technician told me that the keyboard was defective, and he was gonna order a replacement. He gave me an order number and I left. Three weeks later, I did not receive anything so I called their customer service hot line and got transferred about 6 times, to be told an hour later, that there was a delay and my keyboard was about to ship. 4 weeks later, I did not receive anything so when I called back, after getting transferred for an hour and a half, their customer relation told me that they had no record of my order, advice me to troubleshoot my current keyboard, placed me on hold for 10 min, then Hang up on me.

Product_Or_Service: Sony Vio TabletDesired Settlement: DesiredSettlementID: Refund

I need Sony to replace my Keyboard that is under warranty asap, or just take their product back and give me my money.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her complaint about Sony Store Advertising Issues. Sony contacted the customer on May **, 2014 and explained to the customer that the Sony Store is different from the Sony Rewards Department. With Sony Rewards, customers can earn points for doing the things they already love to do (like going to movies and purchasing Sony products) and use those points to get other great Sony merchandise and experiences. The Sony Rewards runs their own promotions separate from the Sony Store. We also referred the customer to our Sony Store Customer Care Department to further elaborate on this issue.

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

Review: On May **, 2013, I purchased a Sony SVE14A35CXH laptop from the Sony Store in the [redacted]

During the one year warranty period, the left rear hinge on my Sony SVE14A35CXH Laptop failed due to a manufacturing defect.

On April **, 2014, I called Sony and arranged to have the laptop repaired under warranty. The laptop was shipped via UPS according to Sony’s instructions. Sony received the laptop and according to their website, they were awaiting parts for the repair. Two weeks later I received a message from Sony left on my answering service requesting I contact them. I checked their website and discovered that they estimated the repair to be $909.64. I then called Sony and the Sony Support Representative told me that the repair will be $909.64 and I told her the unit was under warranty. She said that there was physical damage to the laptop and that she could send me pictures. I told her that there was no physical damage to laptop, and that I also took pictures in the UPS store just prior to shipping it.

I received five pictures via email which showed no physical damage to the computer other than cosmetic scratches on locations far removed from the failed hinge.

I called Sony back and requested more information regarding the warranty denial. I was told that they could not send me a written explanation regarding how the cosmetic scratches caused the hinge to fail. They could not explain over the phone how the scratches caused the hinge to fail. They repeatedly referred me to the pictures that were sent to me, which the representative could neither see nor comment on.

All the representatives I spoke to were located in Manilla, Phillipines and my laptop was physically located in their repair facility in [redacted].

One of the Sony representatives in the Phillipines who identified himself as [redacted], explained to me, after he spoke to a technician in [redacted], that the failure of the hinge caused damage to other parts of the computer including the LCD Bezel and that the cost to repair the computer was not feasible and he suggested I buy a new one. I told him that since the hinge failed due to a manufacturing defect during normal use, that the laptop should either be repaired or replaced under warranty. [redacted] told me that either I pay $909.64 for the repair, or they will ship it back to me.

On May **, 2014, I sent an email complaint to the email address [redacted]. This was the email address Sony provided to the customer if they have any complaints. On May **, 2014, I have yet to receive a response to my email.

On May **, 2014, Sony shipped my computer back to me unrepaired.

I would like the laptop repaired or replaced under the terms of my one year warranty.

I was assigned work order number: [redacted] Event number: [redacted]Desired Settlement: Sony should honor their one year warranty and repair my laptop that was damaged due to the left rear hinge failure during normal use.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony VAIO computer SVE14A35CXH. We spoke with the customer on May **, 2014 and explained that our Service Facility technician determined that unit has physical damage and it is not economical to repair this unit. Further, the Sony Warranty does not cover any condition resulting from physical abuse or misuse, excessive wear, or impact. The Limited Warranty card that came with the product contains the full applicable terms and conditions.

Since this unit will not be covered under the manufacturer's warranty, Sony [redacted] Repair Facility sent this customer an email discussing an out-of warranty repair estimate costing $909.64 which doubles as his repair invoice. The customer asked for records from Sony that he will use to file a claim with his insurance company. The customer may use the email document that was sent to him by our repair facility on May **, 2014. Should other information needs to be verified, they can call Sony [redacted] Facility at directly and reference the repair inquiry under the Work Order Number WO# [redacted].

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]ID #[redacted]

June **, 2014

Dear Sir,

Please show my

dispute with Sony as UNRESOLVED.

On May **, 2014

I received a call from the Sony Call Center in Manilla, Phillipines. The

representative said that he was calling in response to a Revdex.com

Complaint that I filed. The representative admitted that he had never seen or

evaluated my laptop, was not a technician, and could only use notes in my file

to discuss the computer. He appeared to be reading from a script and used

circular reasoning to say that the warranty will not be honored because of the

damage caused by the failed hinge. He seemed to explain that since the hinge is

a physical part of the computer that it is not covered.

I asked him to

provide me a written detailed letter regarding why the computer warranty was

not being honored by Sony. He said he could not provide that information. He

said he could send me a diagnosis. I told him that if he could provide written

evidence that the computer was damaged due to accident/abuse then I could

submit that to my insurance. He said he could not provide that but he will send

me a diagnosis.

I believe that they

cannot provide evidence of misuse or accidental damage because there was none.

I believe that Sony is simply

trying to escape the responsibility of the warranty. The warranty clearly

states that Sony will repair or replace the computer if it fails within one

year. The left rear hinge on this computer, due to a manufacturing defect,

where the hinge connects to the LCD bezel on the interior of the laptop, separated,

causing the hinge mechanism to pop out and become visible to the naked eye. The

hinge is a vital and necessary part of the computer. The laptop is opened and

closed up to 10 times a day, literally thousands of times over the course

of a year and should be reasonably expected to last for the useful lifetime of

the computer. This left rear hinge, due to a manufacturing defect, lasted less

than one year. It is clearly covered by the warranty and the computer should be

repaired or replaced under the terms of the warranty.

Sony will not

answer my written complaint to their customer relations department. They refuse

to provide written evidence that the computer has been misused or accidentally

damaged (because it hasn’t), and I continue to have my time wasted by the

Manilla, Phillipines call center discuss a matter that they are not familiar

with and cannot explain.

I would like the

warranty honored and the laptop repaired or replaced according to the terms of

the warranty that Sony provided at the time of sale.

Sincerely,

The following is

the response sent by Sony to the NY Revdex.com. My responses to

their letter is in parenthesis:

Sony - [redacted] - "The physical damage to the computer is the

left rear hinge, which clearly separated where it was attached to the LCD Bezel

by two screws. Internal to the computer, not visible or accessible to the user,

a weakness in the LCD bezel at the point of attachment to the hinge failed due

to an inherent manufacturing defect and the hinge opening and closing over a

thousand times during the course of normal use."

Sony - [redacted] - "There was no physical abuse, excessive wear,

or impact to the hinge. There is no evidence of this. Sony cannot provide any

evidence of this and Sony refuses to provide any written statement to me proves

this. The physical damage is internal to the machine, where the hinge meets the

LCD bezel."

Sony - [redacted] - "Sony sent me a repair estimate, however,

this estimate is further proof that the damage was caused by a manufacturers

defect at the point where the hinge meets the LCD bezel and is secured by 2

screws. This should be a warranty repair/replacement."

Sony - [redacted] - "Since the cause of the hinge failure was not

the result of physical abuse, misuse, excessive wear, or impact, and Sony

cannot provide evidence of this, the computer should be repaired or replaced in

accordance with the warranty."

Sony - [redacted] - "The repair facility cannot be reached by the

customer. There is no telephone number for the customer to reach the repair

facility. All calls must start with Sony Customer Service which tells the

customer they are being connected to the technician in Laredo, but I was

actually routed to a customer service representative in Manilla, Phillipines.

My email to the Laredo repair facility was not answered, addressed, or replied

to. My email to Sony Customer Relations was not answered, addressed, or replied

to."

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

Sincerely,

Business

Response:

To [redacted], this is to advise based on physical damage diagnosis from Laredo Repair, Sony is unable to assist the customer. if customer purchased extended warranty with accidently damage coverage, unit could be repaired under warranty, otherwise Sony is unable to assist. Thanks, [redacted]

Consumer

Response:

Dear Sir,

My original complaint ID was #[redacted]. I have written extensively in this complaint regarding the details of Sony's refusal to honor their one year warranty. Sony will not respond to any of my emails, instead requiring phone correspondence which is promptly redirected to a call center in Manilla, Phillipines. The phone representatives have flatly stated on numerous occasions that they will not provide written evidence for substantiating their refusal to honor the one year warranty. The previous dispute resolution analyst at NYC Revdex.com said that there is no progress being made and that I should look to the Attorney General's office and the U.S. Department of Consumer Protection. I think that this is the best direction to proceed and that the complaint should be closed as UNRESOLVED. As you requested, I have attached the Warranty which I obtained from Sony's website under support for the SVE14A35CXH Laptop.

Thank you for your assistance in this matter.

Review: I have applied and recieved a Playstation capitalone Visa card. I am supposed to received 5000 sony rewards points after my first purchase and I am supposed to receive double points when using this card on the playstation store.

I received an email April [redacted] stating I qualified for my free 5000 points from making my first purchase with the card, but after following the instructions in the email I get a statement, "Your purchase can not go through at this time". I have tried several times to redeem my 5000 points but I get the same message evertime. I have emailed Sony twice, and made several calls and there is still nosolution to why I can not redeem my points.

I also have added my credit card to the sony playstation store, but my card is rejected. I have called 4 times on this issue and they can not resolved the issue because their security for credit cards is another company. So I can not make purchases at the playstation store to earn double points with my card.

These two reasons were the only reasons I applied for the card.

Everytime I call sony, I have to be on hold for 30-60 minutes before I get to someone. All my emails get returned with instructions on how to use the sony rewards site, which I already now.

Thanks for your time.Desired Settlement: I want sony to fulfill their agreement that if I use a PlayStation capitalone visa card, I will receive 5000 sony reward points, and I want them to allow me to use my card to make purchases at the playstation store.

Business

Response:

To [redacted]:

This claim belongs to Sony Rewards. Claim will be forwarded to Sony Rewards for them to respond to. [redacted], Thanks [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. This case was already forwarded to the Sony Rewards team way back on August *, 2014, for them to respond to the customer regarding the 5000 reward points customer wants to redeem (by purchasing a Sony play station using his Capitalone Visa Card).

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

Review: I ordered a refurbished SONY KDL60EX645 60" LED LCD TV from Sony Store on 6/**/2014 with the order number/po [redacted] and the delivery order number [redacted]. Approximately two weeks after receiving the television, there appeared a distinct green dotted line going down the screen from top to bottom on the far right hand side of the television screen. I called Sony's customer service line and was given the case #[redacted] and was told I would be contacted about the issue. I was instructed to take photos of the defect and send them to [redacted]. I did this and heard nothing back. I called customer service and was told they could not find the email and to send them to a different email, [redacted]. I sent them to that email, waited almost two more weeks and heard nothing. I called them back and was told that I should have capitalized the email in this way, [redacted]. I sent them, again, to the new address and received the one (AND ONLY) call from a man named [redacted]. He told me to resend them again under his attention (ATTN: [redacted]). I did so and again, heard nothing for two weeks. I finally received an email from [redacted] on 8/**/2014. Mind you, I have sent the photos 4 different times to two different emails at this point. [redacted] says he can't find the photos of the TV and to please resend them AGAIN! I have called them three times since then and each time I am told by the representative (who are outsourced to the Phillippines) to wait at least two weeks for an email response because their new policy is to handle service issues only by email. I have never heard of such a thing and asked if I could talk to someone in the United States and they told me that that was not possible. As I said before, I was only contacted once by phone (by [redacted]), apparently before they changed their policy about service issues being handled by email only and once by email from [redacted] requesting the photos of the TV (again) on 8/**/2014. I have emailed Sony numerous times about this issue since then with the most recent email being sent, with the photos, again to [redacted] on 9/*/2014 and have still heard nothing. I have never in my life ever experienced such poor customer service in my entire life and it's sad because I am an [redacted] of many Sony products and services.Desired Settlement: At worst, I would like a credit card credit to the card I charged the TV to. At best, I would like at the very least an exchange of another TV model of the same size or of greater value with no responsibility on my end of paying for the return shipping on the defective television. At this point, I no longer want the television I purchased because of all the problems I have had with Sony's customer service department. I would also like to exchange this refurbished model for a brand new model if possible, to make up for the poor experience I've had.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Television Model KDL60EX645.

Sony has contacted this customer twice unfortunately he was not available. We would like to advised the customer that Sony will

honor the warranty for his unit. We can process the replacement for the same or comparable model at no charge with a 2 year warranty added and also accommodate shipping . To process this he will have to call us at:

Reference number: [redacted]

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

Sincerely,

Review: On May [redacted] 2013 I purchased a HTCT60.B sound bar at the Sony Outlet store in [redacted] (which has now closed). Along with the soundbar, I purchased a Sony Protection Plus 2 year service plan. Unfortunately, the sound bar has never work since it was purchased. After approximately 45min-1hr the sound cuts out. I originally reported this issue in the summer of 2013 and went through a number of troubleshooting steps over the phone with tech support. This did not solve the problem. This was filled as event number [redacted]. Next, Sony sent a replacement television set (I had purchased a TV from the same outlet store 2 months previous, it is also covered by an extended warenty.) Again, this did not fix the problem. Sony then sent a repair man who replaced some components in my TV. Again this did not fix the issue. Sony then transferred the complaint from the TV department to the home theater division. The first contact that I had with home theatre tech support (now event #[redacted], November [redacted]) suggested they replace the sound bar. I was told they would ship me an empty box for me to return the sound bar in. After a month, no box had arrived and I was told they do not send boxes for sound bars, only TVs and that I would need to find my own box and pay to ship the sound bar back. I then contacted the store where I originally purchased the sound bar and they agreed to send me an empty box and replace the unit. The empty box arrived in 2 days, and the replacement took a little over a week. I was very happy with the service I received from the local store. Unfortunately, the replacement sound bar did not work, also cutting out after 45min or an hour. There appears to be some sort of incompatibility between the sound bar, TV, and the way I recieve television signals (over the air antenna or via a computer linked by an HDMI cable). I then attempted to return the entire unit to the store I purchased it from, however, the store has been closed. My last recourse was telephone support once more. On Sunday June [redacted], I spent nearly 2 hours on the phone (most of it on hold). The tech suport group said they were unable to issue refunds and this would have to go through Customer Relations. Customer Relations said since the original 1 yr manufacturer's warenty had expired (by 3 weeks), tech suport would have to issue the refund. I twice requested they conference call the other department in, and each time they promised to do this all they actually did was transer me. I was transferred between tech support and customer relations 4 times. Each time I had to explain the entire situation again. Not once did they ask for a call back number incase we were disconected (thankfully this only happenned once).

Finally the last person I talked to at tech support, along with his supervisor tried their best to provide me a refund and were very apologetic for everything I'd been through earlier in the day, and over the last year. They were the only people I talked to over the entire course of the year that apologized. In the end, they said they could only offer me a pro-rated refund.

I would understand the pro-rated refund, or the inability to provide a refund, if the sound bar had ever work. But it didn't, and I reported this issue promtly. Therefore, I feel I am due a full refund as this product has never worked from day one.

I have now turned down the partial refund and tech support has requestd a full refund for me, but told me that it is unlikely and could not give me an estimate on how long it will take to get be appoved.

Any help the Revdex.com can provide would be greatly appreciated.

Thanks,

[redacted]Desired Settlement: 1) Credit Card refund of $105.60

2) 13 months interest on the $105.60

3) Written apology.

4) Summary of policies/proceedures that have been put in place to ensure this does not happen to other customers in the future

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Speaker HTCT60. We spoke with the customer on June **, 2014 and we have requested him to fax us a copy of the sales receipt so we can review and determine possible options. We are currently waiting for a valid copy of the proof of purchase.

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]

A copy of the original receipt was emailed (not faxed) to Sony at the email address they provided me with during the conversation on June **, 2014: [redacted] . This email was sent July [redacted], 2014. The only reply I received was an automated email that asked me to fill out an online survey about my experience with customer service on June [redacted], 2014. I filled out the online survey noting that the issue still has not been resolved.

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 would like to reopen Complaint [redacted]. I returned my sound bar many weeks ago and have yet to receive my refund. An email sent to Sony customer service went unanswered.

Thank you.

Review: sony store in [redacted] ###-###-#### is where I purchased a sony xperia 6602 cell phone 6-**-14 and has a malfunction and was told to call sony xperia support at ###-###-#### and do a ram repair request ram# [redacted] and sent the phone to sony electronics [redacted] on 8-**-14 and got it back on 9-*-14 on the same issue, twice the same issue before and received back for severe over heating and reboots and sony mobile is aware of this kitkat android 4.4.2 update. this phone automatically updates and I was angry for this so sony told me hot to stop this auto updates by than was to late I was on 4.4.2 kitkat and this phone I paid 450 dollars in june [redacted] today is 9-*-14 and after the repair still does the same issue this is a danger of fire in my house and family if phone overheats and catches fire,I told them of this issue on 9-*-14 at sony xperia support and had no resolvement there customer service is terrible I need help on this issue this phone I also paid out of my pocket 16 dollars to send in for repair and still the same issue..no way I want a new replacement, the receipt I got back on the supposed repair is SONY MOBILE USA [redacted]Desired Settlement: I want a new replacement for this product that has a dangerous over heating issue and rebooting ..they can do this for all the inconvenience I have had..PLEASE HELP, THANK YOU

Business

Response:

Sony contacted the consumer and has offered to swap his current phone with an Xperia Z C6602, or T-Mobile configured Xperia Z C6606. We are waiting on his choice of these two units to proceed.

Review: Charged me without providing me with full services. Also placed me on hold for 7 minutes without notifying me I would be placed on hold.

On 11/**I contacted sony in to order and requested a recovery disk for my laptop model pcg-71318L representative stated no recovery disk in order to proceed you will need to pay $49.99 due to the fact your computer is not under warranty. I states I would think about it and call back tomorrow. I called sony back on 11/[redacted] and spoke to a rep, made him aware of my call prior and he was able to pull up my account. I paid $49.99 by debit, prior to paying I asked the rep what did my payment include, he stated different attempts and steps to try and get your computer fixed. I agreed and paid, after the 1st step which took him 1 min to show me and my computer 30 min to finish instead of staying on the line he said here is your reference number/ticket number [redacted] if this does not work, call back provide your ref number and we will try another step. The step did not work so I phoned sony again, the rep that answered this time was a male, he was able to see in the system where the last rep had me try the wizard step on viao rescue. I asked what was the next step since the 1st did not work, he stated I would need to order a recovery disk at an additional charge. I made him aware I just paid $49.99 for multiple steps etc and I only tried 1 step what are the other steps? He became frustrated with me raising his voice and then I heard silence. I check my phone.. And noticed there was no noises in the background as if I was on mute. I held on for 7 min.. Still nothing, I hung up and phoned sony again. This time the rep was named [redacted] from a call center in the [redacted]. When she answered the phone, she did not greet me until 14 seconds had passed as if she was preoccupied. When I explained to her what had transpired and that all I wanted was to have the next step provided to me so that I could try and get my laptop working her response was (with attitude) there aren't any other steps. The only step is to hit F10! My reply was your kidding me, for $49.99 I specifically asked the initial rep prior to authorizing payment and he assured me there were multiple steps and if the 1st one did not work to call back and we would try another. I am frustrated beyond belief, I do not have money to throw away/ no one at sony seems to care about their customers. In less than 2 min he ran my card, have me 1 step, and when I follow instructions and call back I get treated like yesterday's trash. I am requesting a full refund from Sony. What I was promised was not provided. I initially requested the recovery cd and it wasn't an option/ once they take my money, it's and option and they want me to pay for that too! I'm a [redacted], I work very hard. I do not have money to throw away. I've been treated poorly- and would like a full refund asap.Desired Settlement: Full refund of $49.99 and a recovery disk mailed to my home.

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. We already talked to the customer and discussed what was the charge for. Outside of the warranty period, and for all inquiries about 3rd party hardware and software, there is a charge for telephone support. As with many tech companies, Sony charges a nominal fee for out-of warranty technical support.The fee applies whether the problem is completely resolved or not. We also advised the customer for further troubleshooting, she may call our support line Our support line anytime at ###-###-#### with her reference number [redacted].Sincerely,[redacted]

Review: We purchased a X850B 4K TV (70") in December for our new home. The TV was not opened / removed from the box until it was ready for install on the wall. The box and the TV are in perfect condition. Upon turning the TV on for the first time it was filled with green lines. The company performing all of our A/V install called Sony and instructed to send 3 pictures and a response would be provided in 48 business hours. Pictures were sent but no response by Sony was provided so I ended up contacting Sony to find out warranty coverage was being denied due to physical damage on the TV. Knowing the TV and box, which we saved in fear of this excuse, are in perfect condition I offered (and encouraged) an individual to come onsite to inspect the TV to verify no damage was incurred resulting in this product failure. At the same time we purchased 3 other X850B (49.5") and obviously wish I could go back in time out of principle and not order those. In any event, very disappointed this was written off and handled in the manner it was considering I know we did not cause physical damage to the TV and it is simply a faulty product.Desired Settlement: I am open to a repair or replacement of this product,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television. We have contacted the customer, however we were not able to speak with him directly. We need to get further details about his issue so that we may assist him. We need him to call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease provide the reference number [redacted] to our support team. He may also email us at [redacted]. Sincerely, [redacted]

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]

Information requested was sent to the address provided.

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 his Sony TV XBR70X850B. Sony has contacted this customer thru phone but unable to get hold of him. We sent an email to the customer to ignore the voice mail since the proof of purchase is already on file. We will process a buyback for the customer’s TV once the old unit is in transit. We arranged the shipment to pick up the old TV and we shall monitor this case for the customer.Sincerely,[redacted]

Review: Six or seven weeks ago, I was told - after many attempts to get someone to understand a simple malfunction of my SONY SRSX5 personal Blue-tooth speaker, (that it would no longer pair with my phone or tablet,) which took close to a week tp find out in the first place, that the model was having this problem in general, and to simply send it back and they would send a replacement or an upgrade. After inquiring as to whether or not I had to pay for shipping for this exchange, I was offered a label, to be e-mailed to me, (which also took a follow-up phone call - after waiting two days and not receiving it,) to send it back to the exchange center.Adding to this initial aggravation, I had to dig up a copy of the receipt, four months after the fact, from [redacted], where my husband had purchased the speaker - even with the speaker returned in the box in which it was purchased.The speaker finally arrived back to Sony on May [redacted], 2015, (or so the department states that's when they started it into their "process" in [redacted] at their exchange department) - after being sent during the last week of April. After REPEATED calls inquiring as to when a new one would be shipped and REPEATED (on two or three different occasions) calls from different agents from who-knows-what branch of their customer service department, asking me to 'confirm' they're offer for an upgraded model (SRXS7 - which I did confirm, each time,) All this time I was repeatedly told they couldn't figure out what the problem was in their "processing" department. Every time I spoke to a rep, I was assured someone was going to see that the issue was resolved "within 24 to 48 business hours," I would wait a few days, look for an email (which I asked for almost every time, after a while) confirming that the replacement was sent, and look for a tracking number of some sort - only to receive nothing.This went on for weeks, until yesterday a.m., when still, another agent ([redacted]) told me he would take 'personal responsibility' to take care of the matter (within, or course, one or two business days aka 24 TO 48 BUSINESS HOURS!!!) I asked, once again, for a follow-up email, which I never got.Then, a few hours ago, (today, May [redacted], 2015,) I received a call from a female agent, [redacted], telling me that the model I had agreed to accept as an exchange (had agreed no less than THREE times, btw) -- which would appear to be a slight upgrade, was not in stock. So they will be cutting me a check...Which will be processed when I, AGAIN, provide ANOTHER copy of the receipt. I argued that I was told I was getting a replacement and wouldn't have waited so long if they hadn't told me they were sending it! She kept saying they have NOTHING they can send me in stock. Finally, I reluctantly agreed, because if I had known that was going to be my recompense, I could have purchased another, new speaker and just waited all this time for the check -- instead of not having my personal speaker -- which I had expected to use on several trips this spring. Then she tells me the check will take FOUR TO SIX business WEEKS!! I said "Absolutely NOT -- That is not acceptable. Why can't you send me a closer upgrade or something comparable?" "We can't we don't have any in stock."I am at the end of my rope!! I have asked, repeatedly, to speak to a manager or supervisor and been told they can't do that. I asked what the complaint process is for this situation and was given the same email address that each individual gives if they have to ask you to email them personally. I highly doubt complaints get forwarded to it. This whole process has taken hours of my free (and work) time, not to mention causing me untold aggravation and stress. Add to this having to do without the convenience and enjoyment of the speaker, which was a Christmas present...Not to mention their nonchalant attitude when announcing that it would just be another MONTH AND A HALF till I get anything back!! Why would it take that long to cut and send a check or refund?Wondering if I have any recourse??Desired Settlement: At least a decent upgrade. I feel I should be compensated for al the mis-information and aggravation as well!

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SRSX5/BLK. Sony has contacted the customer and apologized to her. We won’t be able to honor the customer’s request to expedite the process. The check has been processed and the normal turn around time to process it is 4-6 weeks. We shall monitor the case. Sincerely,[redacted]

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:

Yesterday, In response to my complaint, a Sony customer service rep delivered the same, exact generic, indifferent phone call, same tired excuse, (actually LACK of an excuse - "it's not in stock,") regarding my dissatisfaction with my experience with their product AND, especially, their service.Their offer amounts to absolutely no recompense for the aggravation I went through with my Sony product...let alone a solution to the real problem, which was that I was offered and confirmed an offer, two or three times, for the next model or another model higher than my model, which had a known defect. Or, a swift return of my money, not 4 to 6 weeks, 'business weeks.' I have already spent that, or longer, waiting for my product to be sent to me - while being placated and completely misled by their employees, repeatedly. This response was more insulting than anything. There is NO PLACE in ALL OF SONY'S FACILTIES from where a satisfactory replacement can be found and sent to a customer who has clearly been waiting over a month - and has clearly been short-changed. Not only is my satisfaction as a consumer not their main goal, it's a non-issue, deserving of no effort or bother on their part to resolve it.

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 SRSX5/BLK. We did not contact the customer anymore as per customer’s request. If customer would like to avail the offer, she may send the proof of purchase to [redacted] with the event no [redacted] on the subject line. For further questions and concerns, customer may email us at [redacted] or call us at ###-###-####.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]

Tired of this...

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

Sincerely,

Review: Case # [redacted]. A little over five weeks ago, I contacted Sony tech support because my HD TV stopped working all of a sudden. They helped me trouble shoot the issue then informed me that someone would contact me in one to two business days to schedule a repair. Five days later I had to call them back because I didn't receive a call from anyone. They once again tried to trouble shoot my issue and told me once again that someone would call me back in two days. I then waited another four days and I once again had to call them back because I hadn't received a call from them. They then told me that my tv would need to be replaced and could not be repaired. Although frustrated at this point, I agreed to allow them to exchange it. I was then told I needed to give them my credit card for them to send out a replacement and that I need to send my tv back once I received the new one. I agreed and gave them my credit card info. Then another loophole. They then told me that I needed to provide proof of purchase for them to send me another TV. However, this tv was purchased for me through Directv insurance about 7 months ago. After going back and forth with the rep on the phone, she got her manager to agree to send me the tv without needing proof of purchase. I also told he rep that I needed the tv before the 4th of July because I have company scheduled to stay at my house for the holiday. I tried to call two weeks before when I first encountered the issue but now here we are 5 days before and I still have no working tv. I even offered to pay whatever cost was associated with expedited delivery, but she told me she couldn't do that for me, nor could I speak to anybody that could help me with this. This representative wound up hanging up on me as well.

Five days later, I get an email from Sony asking for proof of purchase. Although I was infuriated at this point (after the holiday weekend) I contacted Directv and they expedited a proof of purchase receipt through email, which I sent to Sony immediately on July **, 2015. Today July **, 2015, I called Sony ONCE AGAIN and they tried to give me the run around once again. He gave me several different excuses, first saying that I didn't send proof of purchase. Once I told him I did, he told me that he sees that they received it and tried to tel me once again that he would have someone call me. I then became beyond furious and told him that is unacceptable because nobody will call me back and I'll still be waiting for my tv if I allowed him to get off that easy. He then admitted to me that my tv model is out of stock!!! Now I am raging and asked him why nobody ever communicated this to me and why I wasn't sent a better model or a bigger tv if that was the case. He then only told me all he could do was have someone call me back. I asked him repeatedly if I could talk to his supervisor and he refused to allow me to. At this point I have had enough and I have been doing everything and more that they've asked me to do, however, I'm being treated like trash. My tv is still well under warrantee and it malfunctioned on its own and I can't get it replaced. I don't know what else to do, thus I am writing here as a last resort before hiring a lawyer.Desired Settlement: I am not the type of customer that has the time to complain, accept for an outrageous situation such as this one. I am also not unreasonable with my resolution. All I want is for my tv to work and since that apparently can't happen, I want it replaced as soon as possible. I've already been embarrassed when my guest were here for the holiday weekend with no tv and I have unnecessarily devoted time that I didn't have to spare to get his resolved.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony TV [redacted]. Sony has contacted the customer and offered a buyback for $1148.00 . Customer accepted the offer and buyback will be processed once the TV has been returned. Our normal turn around time for processing a check is 4-6 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

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,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony TV KDL60W630B. Sony has contacted the customer and apologized for the delay of the check. We advised the customer that the check was reprocessed due to system error. We assured the customer that he will receive the check this time as we are working closely with the department that is processing the check. Customer does not want to accept our apology. We inform the customer that we are unable to expedite the process and the best thing that we can do right now is to wait for 4-6 weeks. Sincerely,[redacted]

Consumer

Response:

I have received the check in the mail last week, however, I am waiting to do anything with it as I have already filed a civil lawsuite with Sony prior to The check arriving. They have been served a subpoena to appear in court and we have a mitigation date scheduled for December *, 2015. I could no longer rely on their word as they have not fulfilled any of their previous promises. They have caused me to suffer for over four long months when this process should have been resolved a long time ago and I will not allow them to treat me The way they did and not be held accountable for the actions, or lack thereof. They will now have to go through the court system to settle this since they failed to resolve it the easy way as I have been trying to do with them since day one.

As a Military Veteran, I purchased a Sony PlayStation 4 around May 2014. Within six months of purchase the system malfunctioned and completely shut down. I contacted Sony and sent the system to Sony for repair. Sony then proceeded to send me a "Refurbished" unit to replace my brand new unit that was less than six months old. Approximately four months later around Feb 2015 the unit crashed and again had to contact Sony to fix system. Once again was sent "refurbished" unit to replace the broken system. In September 2015, the unit once again had a major malfunction and has completely shut down. I contacted Sony to have unit fixed, however this time I was told the unit would cost $150.00 to repair since the unit was out of warranty. My complaint/concern, this is the THIRD time these units have malfunctioned and does not work. As a Veteran, spending $400 on a unit that doesn't work and hasn't worked for one full year should not constitute as out of warranty. Furthermore, sending "refurbished units to replace already broken units should at least come with one year warranty. If Sony as manufacturing problems with there units then selling defective products that are extremely expensive is outrageous.

Review: I purchase a brand new computer from Best buy in November 2012. In December the computer stop working and I called and was walk through how to reinstall windows. Again in January 2013, I had the same issue. Then again two more times until finally in August it would not work at all. I was told to send it in and I did. It has been well over a month and I was told today the hard drive needs to be replaced and I have to pay for it! I have a year warranty on the computer and was told the hard drive is not covered. I also own a dell and acer desktop and computer and they both include hard drive replacements. Now it seems to me this computer was bought with a bad hard drive since I have called them several times about the computer since buying it. This is clear proof that it was not a windows issue but a bad hard drive and reinstalling windows was only a temporary fix. I spent $1000 on a bad computer and this is not acceptable!Desired Settlement: In order for this not to turn into a legal matter, I am asking for it to be repaired or replaced.

Business

Response:

Dear [redacted]

Thank

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

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

this customer and has agreed to cover the repair at no charge to the customer.

The repaired computer should be shipped to the customer this week.

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 find that this [redacted] is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

March [redacted], 2014

Dear [redacted]

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony [redacted]. Sony has sent this customer a shipping box for her to send her *computer to our service center to be evaluated. [redacted] Tracking Number: [redacted]Return Tracking Number: [redacted]. The box was delivered to the customer on 02/**/14. We are still awaiting the shipment of the computer. We have tried to contact the customer to find out when she plans to send the computer. We have received no response to our phone calls and emails.

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: ???

I did receive the email and it would not let me log in so I was unable to respond to it. I also called and left a message. I did not receive the box at first, because [redacted] left it out side the door and the landlord pick it up. He forgot about it and brought it to me this week so I am sending it back now.

?

Review: I have a Sony STR-DN1040 which I setup a few months ago in order to use with my home theater system. My system includes a high-quality set of Energy Take Classic 5.1 speakers and subwoofer.

The receiver was setup using both Samsung and Sony's instructions in order for it to communicate properly with my Samsung Smart TV. I ran an HDMI cable from the HDMI2 ARC output of my Smart TV to the HDMI out of my receiver, and the TV communicated with the receiver fine. I did not initially have any video or audio issues.

This past week, I realized that the receiver was no longer playing any audio from the TV, despite nothing being changed with the setup. I immediately tried resetting both the receiver and TV and setting them back up, but the issue persisted. I then disconnected the TV from the Sony STR-DN1040 and connected it to a Pioneer receiver, and the audio played perfectly, indicating that the TV did not have any issues. I then attempted to use two different HDMI cables to connect the TV to the STR-DN1040, to verify that the HDMI cable was not causing the issue; however, with every cable, the Sony receiver still would not output any sound. I also tried the alternate HDMI out port on the Sony receiver, yet that made no difference and the problem remained unresolved.

I contacted both Samsung and Sony support regarding this issue. When I mentioned the model of my Sony STR-DN1040 to the Samsung engineer, he quickly informed me that this receiver is notorious for having HDMI passthrough issues. To ensure his claims were valid, I researched the issue online and found that many other Sony customers were experiencing this issue with the same receiver model that I have. I then contacted Sony support in an attempt to solve the issue, yet after an hour of troubleshooting the representative was unable to help. I have only had the product a few months and to take the product in for a costly repair that will only temporarily fix the HDMI issue (according to many online reviews and forum posts) is unreasonable.

In addition to the lack of audio output when connected to my TV, my Sony STR-DN1040 has recently started emitting a low humming noise whenever it's on. While this is not nearly as irritating as the faulty HDMI ports, it is definitely a nuisance and not one that I would expect from a high-quality Sony product.

Because of Sony's poor workmanship in manufacturing this receiver resulting in the HDMI ports being rendered useless and defective, I am requesting to have my receiver replaced with an STR-DN1050 at Sony's expense. I am also requesting that Sony provide me with a shipping label to ship this defective receiver back to them because I definitely do not want it. I am specifically requesting an STR-DN1050 because reviews and forum posts indicate that this edition of the receiver does not have the widespread issues with failing HDMI ports that plagues my current STR-DN1040. I would hope and expect that this edition would not come with the same defects that the STR-DN1040 had been shipped to me with.

I appreciate your time in reading this and look forward to your response. Ultimately, the way this case is handled will determine whether or not I'll remain a Sony customer.Desired Settlement: I am requesting to have my receiver replaced with an STR-DN1050 at Sony's expense. I am also requesting that Sony provide me with a shipping label to ship this defective receiver back to them because I definitely do not want it. I am specifically requesting an STR-DN1050 because reviews and forum posts indicate that this edition of the receiver does not have the widespread issues with failing HDMI ports that plagues my current STR-DN1040.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Home Receiver STRDN1040. Sony spoke with [redacted] on June **, 2014 and advised him to send his unit to Sony Service Facility 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.

The customer agreed to have the unit sent to the facility for service. Sony sent him a prepaid shipping label today, June **, 2014 so that he can ship the unit to the service facility at no cost.

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: As Sony is no longer in the computer business, I have experienced several times hardware failures of my Sony all in one vio computer. I am still under a manufacturer warranty but not taking chances I have requested a buy back from Sony. After several attempts of going back and forth and submitting my service repairs and proof of purchase, Sony has accepted a buy back. 1.) They never called me to inform me that even thou they said expect a call back in 48 hours. I waited a week and than I called to find out the answer. Than I was told that customer relations will be calling me about instructions of receiving my funds back. 3 times I've been told expect a call back in 48 hours and nothing. Several times they have excalated my ticket and nothing still. I had enough of this. Its been several weeks already. My event ID is [redacted]Desired Settlement: $1,165.99

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT21225CXB. Sony has already contacted this customer and offered a refund for the unit in the amount of $1,165.99. The customer accepted the offer and we have already processed a check refund with a turn around time of 8-10 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.

Sincerely,

Review: I sent in a camera for a warranted repair or replacement. I was given a "Repair Event ID" and "Work Order Number." I never heard back from the company. I tried to access information on its website about the status of my repair. It states to enter the information in an "existing repair" link which is NOWHERE TO BE FOUND on the website. An email to customer service suggested I get a "Repair Event ID" and "Work Order Number" to get my repair going. He obviously did not read the email which included this information. His email also solicited me to sign up for a newsletter and advertisements. The company only provides a toll phone number to contact someone. I have not tried this yet, but am already very frustrated.The most FAQ (frequently asked question) on its website is "What is the status of my repair?" To which no one ever receives an answer! Help! Please! I spent $80 on my camera not to have it stolen by a company profiting from the name Sony. There's no way this can be a legitimate company.Desired Settlement: I would take a refund of $80 or a replacement camera, brand new, in complete working order.

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. I have received the item sent for repairs for which I could not get any status information.

Sincerely,

Review: I purchased a Sony Bluetooth Speaker (SRSX5/RED) on Nov **, 2014 on http://store.sony.com. The order number was [redacted]. When I received the product, the product was defective. The speaker was not able to pair any Bluetooth devices and it even unable to be charged. As a result, I want to have the defective product exchanged. So I generated an exchange request through https://eservice.sony.com with an Event ID#: [redacted] on Dec *, 2014. Then I followed the directions and shipped the product back to Sony [redacted] Exchange Center. However, it has been more than 5 weeks, I haven't hear or receive anything from Sony. In the meantime, I tried to contact Sony Customer support by using online chat, email and phone calls (###-###-####), but no customer service agents were able to tell me current status of my exchange request. I'm very unsatisfied and disappointed with Sony product and service.Desired Settlement: I want to have a brand new SRSX5/RED send to me as an exchange as soon as possible. I also want Sony reimburse me the shipping and handling fee incurred when I shipped the product back for exchange, as well as reimburse me the loss of use of the product.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony SRSX5/RED. We already talked to the customer and advised him that [redacted] Exchange Centre is already working on this case under Work Order number [redacted]. We have alerted our exchange department to assist the customer and update him of the status of his claim. He may also personally reach this department thru: Phone: ###-###-####Hours: Monday-Friday 9:00AM-6:00PM EST We would also monitor this case for the customer. 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:

As instructed in your previous response, I contacted your [redacted] Exchange Center by calling ###-###-#### to get updates of my case. I was told that they didn't have any SRSX5/RED in stock and they were unable to offer me an exchange. Instead, they said Sony would refund my order and reimburse my shipping cost to ship the defected product back. Before I could close the case, please let me know the status of my refund request. How long would it take to get my money back? Is there another tracking number/case number I can use to track my refund? I'm not fully satisfied with the refund solution of my complaint. I should have been informed several weeks ago that they were not able to exchange the product. I should also get reimbursed for the loss of use of the Bluetooth speaker. I'd like a $50 coupon issued to me to use on http://store.sony.com/. I may use the coupon to purchase another Bluetooth speaker in the future. Thanks.

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

Sincerely,

Business

Response:

Tell us why here...Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony speaker SRSX5/RED. Sony has contacted this customer. Sony will refund the customer of the speaker and provided him $50 Sony Gift card as a compensation. The customer agreed and was advised with the turn around time of the check request. If you have any questions or require additional information, please feel free to contact me at ###-###-####. 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,