Sony Corporation of America

Review: I purchased a radio from an unauthorized sony dealer in which I didnt realize until I sent it to sony for warranty work. They notified me and told me they cant warranty it. I said thats fine send it back i'll go through the seller for warranty. Last week sony called and asked what I wanted them to do and I instructed them to send the radio back to me. I get a call yesterday my radio hs been salvaged and wants 187$ to send me another one. They should have never touched the radio if it wasnt under warranty with them. The seller will give me a refund if I can get them the radio back in which I cant because sony destroyed it. Sony will do nothing to help me with this.Desired Settlement: I either want my radio back or money or a replacement.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony XAV65. We already contacted the customer and advised him that we will be processing a full refund for his unit. The order number for his refund is [redacted], with the amount of $209.00. We also advised the customer that the turn around time for him 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: order a game in Feb 2013 it did not work asked for refund they approved the refund but never gave it to us. called talk to a supervisor ([redacted]) siad the refund was sent to pay pal on 2/**/13. Pay pal said it was never recieved. asked for , from playstion, the transaction id for it was told there was not one. asked for proof of the refund was told there was none.Desired Settlement: refund check in mail tired of waiting for this

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider tills matter closed.

Please note that this response is not an admission, or a waiver of any rights that S'CEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: I allowed my 6yr old child to purchase an intangible item for $5.99 from Playstation Network Game System. Unbeknownst to me, my debit card was retained on file. My 6yr old child continued to play the game and continued to "bank" funds which of course she didn't realize the funds were real and coming out of my bank account to the tune of $220.84. This has caused a great deal of stress on me and my budget, not to mention, my bank account is overdrawn by over $200.00. I have asked Sony to return the money, not the bank fees, just the money. They are investigating and I am awaiting their response.Desired Settlement: I would like for Sony to return the money back to my bank account minus any bank fees I may incur.

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: I bought a sony projector a little over 3 years ago (sony vpl-HS51) for $3000 and change. The projector started over the last 8 months to have a blue haze around the picture. I originally thought that it was the bulb beginning to die. About 3 months ago I broke down and bought a $200 bulb for the projector. After replacing the bulb, the problem did not go away. I began to research the problem, and in my research learned that the haze was due to a known overheating issue due to poor construction of the cooling system in the projector (3000 DOLLAR PROJECTOR!!!) I attempted to take apart the projector in order to allow for more airflow and to attach extra fans in hopes that it would help, needless to say it did not! I called SONY and was told that there was no known problem with this model and that they had now form of help to offer me. I was bounced from person to person over the course of 3 hours until I finally found somebody that was willing to help and have me send in the projector. He informed me however that I would have to pay to get my projector repaired and that the repair would cost MORE THAN 2000 DOLLARS! This is a known issue that thousands of users are having and one due to poor construction on SONY's part. This is something that I'm not used to from this otherwise reputable company. I have been a loyal customer of SONY for over 26 years and have never run into a problem with them standing by their products (which are usually quality products.) The fact that they are unwilling to stand by their products and think its reasonable to charge a customer $5000+ dollars in "operating costs" for a projector over the course of 3 years is ridiculous and almost criminal ("implied warranty of fitness for a particular purpose").Desired Settlement: I would like SONY to own up to the mistake and either repair my unit, exchange my unit, or give me a full refund for the projector and the bulb so that I may take my business to a more respectable company.

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHS51. Sony has contacted this customer and has offered to send the customer a shipping label at no charge for the unit to go to our service center. Due to the age of the product, Sony would not be able to assist with the cost of the repair. The unit is 3 years out of warranty. There are no service alerts for this product on our support site.

If you have any questions or require additional information, please feel free to contact me at [redacted]

Sincerely,

Business

Response:

RE: [redacted] Case: [redacted]

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHS51. Sony has contacted this customer before and has offered to send the customer a shipping label at no charge for the unit to go to our service center. Due to the age of the product, Sony would not be able to assist with the cost of the repair. The unit is 3 years out of warranty. There are no service alerts for this product on our support site. Our response on this complaint will not change.

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 do not accept the response of the company and will never buy another sony product again. It is ridiculous that they are not willing to stand by a poorly designed product and I hope that the Revdex.com documents this case and lets other users know what a shady company sony is turning out to be so that they dont get stuck the way I have.

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

Sincerely,

Review: Bought a Sony Vaio computer from Best Buy last fall with a 1 year factory warranty. The computer has broke down 3 times and after the 3rd time they had me send it in to them to get fixed. When it was sent in I was told it would be 7 -10 days. It's now been over a month and they are saying now that parts won't be in until June [redacted]. This isn't my fault and my 800 dollar computer needs to be replaced. I can't continue to wait for a computer and this isn't how warranty work should go. I need it for work. If they can't fix it I want my money back.Desired Settlement: Either I get a new computer or they refund me my money. I can't afford to be this long without one. It's their product that failed. Repair number was [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his VAIO Notebook SVE14A35CXH. We have been trying to get in touch with this customer since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, May **, 2014. We are currently waiting for the customers call back. Sony needs a copy of his receipt to determine what possible options may be provided.

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

Review: I purchased a Sony Mobile radio without the navgation moduel in march of 2013. The model # I purchased is sony XAV-701HD. The model was introduced along a navigation unit that was never realeased in the u.s.a and then discontinued. The model # is XA-NV100T The mobile unit is still for sale on the Sony website for $699 and states nothing about the fact that the optional navigation unit is not available. After contacting Sony National Customer Service numerous times they stated that they were the highest level for support and that I could not talk to anyone higher than them to find a resolution. Their contact phone # is ###-###-####. I rec'd a case # of [redacted] from Sony. I purchased this just about a year and almost 3 months and brought the product wanting the xanv 100t as the added feature that's not available I'am fustrated and I also have proff that the unit has the XA-NV100t as optional add-on ( this information is in the [redacted] and blue print installation diagram that came with the XAV-701HD).Desired Settlement: Sony has the newer model which is the XAV-712HD and corresponding navigation unit which is the XA-NV300T. This navigation unit is not backwards compatible with the XAV-701HD. With the hours spent attempting to resolve this issue with Sony, I am requesting that the 712 and the corresponding XA-NV300T unit be sent also for the fraudulence that Sony has perpetrated and been unwilling to resolve in an equitable manner.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony Car Stereo XAV701HD. We spoke with the customer back on April **, 2014 and we requested him to fax in a copy of his sales receipt so that we can facilitate exchange for his unit. The customer agreed to provide a copy of the receipt. We are still awaiting for copy of the sales receipt. Sony has not heard from the customer to date.

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

Review: I purchased two Sony Vaio Flip 14 Ultrabooks on 5/**/14 from the Sony Store in [redacted] for my business. I also purchased a 4 year Sony Protection Plan that included a 24 hour replacement should the product not function properly. The product was not in stock at the store so it was located at other locations, shipped to the store and then shipped to me at my business address. Upon receipt, one laptop did not function properly. I contacted Sony support and completed all troubleshooting steps with no luck of resolving the problem. I then contacted the Sony store directly and requested the replacement. I was told that I needed to open a work order with the Sony Protection Plan program and then take my product to a UPS store for return. Upon contacting the Sony Protection Plan support team, I was told that they would open a repair order for me to take my product to a [redacted] for repair. I requested a replacement but that was refused. I contacted the Sony store again and spoke to the [redacted] who tried to locate a replacement product for me but he said that he could not find one and I could either return the item to the store for a refund or take it to a [redacted] for repair. The machine has been in my possession for less than 3 weeks and I want a brand new machine - not a repaired machine. The item is available online at other retailers so there must be some available to Sony somewhere in the United States.

Product_Or_Service: Sony VAIO Flip 14 Ultrabook

Order_Number: Transaction [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I am requesting a direct replacement of the product I purchased - VAIO Flip 14 Ultrabook.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVF14N2APXB. Sony has contacted this customer apologized for not meeting her expectations and was refunded the full amount.

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:

while my cost was refunded, I still lost valuable work time and had to take the lead on resolving the concern myself. SOny was not proactive in helping me. I feel that I should have been compensated for my downtime as this was a business computer. SONY Corporate did NOT resolve the issue. I resolved the issue directly with the store. They were unable to send me a check or credit my card with the refund but send me money orders.

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

Sincerely,

Review: In the Protection Plan contract, it states that if I need service, Sony will either (a) repair the defect, (b) exchange the product as a repair solution, (c) replace the product, or (d) provide you with an amount equal to the purchase price... so on and so forth. It has been more than 2 weeks since I called in the problem/service. The first time, they said they're going to send me the replacement in 7 to 10 days, and they took my credit card because they are going to charge me if I don't return the broken cellphone in the box they used to send me the replacement. They will send me the tracking number once they shipped it, and that I will receive in the email an online label I could use to send the box back. I received the online label after 5 days, but have not received the email with the tracking number. After 10 days were up, I called them back for an update on my ticket, and they said the hold up was because they don't have the same model (C6902) as my cellphone, but they are going to send me a similar phone, but an upgraded model (C6904). They said it may take up to 4 days to send it to me. After 5 days, no email still. And when I called they said they're system is down so it may take them awhile to send the replacement to me. At this time, it has been 3 weeks since I called in the problem. Since it's almost a month that I did not get a replacement phone, I would like a refund for my phone. But the person on the other end of the line said that they can't process a refund since the case is active, but he can't also tell me when exactly they can send me a replacement. The time I wasted is totally unacceptable.Desired Settlement: $591.23, charge they made to my credit card when I bought the phone.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony Xperia phone with model number XZ1C6902WH and serial number [redacted] Sony sent the replacement unit last August **,2014 with Fedex tracking number [redacted].

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

Review: I was told that to cancel an order for drive recovery discs (the Sony computer's harddrive failed), I merely needed to call ###-###-#### within an hour or so and request it via phone. Less than 20 minutes later, that number failed to get me to a sales or Sony rep. I recalled the number where I placed the order (debit card was used) and was told that the order had been filled and therefore could not receive a refund. I called several other numbers, and (a) could not talk to a [redacted] or Sony rep, (b) could not cancel the order, and (c) was told that my account had already been charged.

When I checked my account only minutes later, a second debit charge had been made. I called the sales number again and was told:

(a) The first charge was an "authorization charge" and (b) the second was for the recovery discs. Sony stated that I both debit charges had been withdrawn (my bank confirmed this) and that I could not cancel or reverse the purchase as I was promised. I expressed my incredulity that two charges would be levied and was told that this procedure applied only to recovery discs and that no one in sales knew why. I requested to speak with a [redacted] and was refused.

I then began getting inconsistent scenarios regarding my alternatives:

(a) I was told that Sony would drop the first debit upon sending my discs to me--I RECEIVED THE DISCS THE NEXT DAY and the charges remained on my account so my bank was notified--I changed my account number.

(b) I was told that I could simply reject the package when it was delivered and when it was returned, my account would be credited. That scenario was then contradicted by another sales person who said that I would have to include additional information with the returned package but could not tell me what it is!

(c) I was told that I could only return the discs if they were defective.

No one at Sony would give me that name of a contact person within Sony that I could contact to rectify this situation--they insisted that I work through them which, as the inconsistent scenarios indicate, was impossible.

I had FedEx, the company that delivered the discs, pick up the discs' package unopened within 40 minutes after their delivery,Desired Settlement: I seek to have both charges dropped from my debit card account. It is far too late for an apology.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony VGNNR330E/S.

Sony has already contacted this customer and explained that a refund for the recovery media kit that he purchased has been approved amounting to $45.67 and provided turnaround time of 14 business days.

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

Review: I purchased a TV on 8/**/2014 from [redacted] in which it was a Sony TV. On 11/**/2014 the colors on the TV were acting up. My husband tried to fix with the options to fix the colors and it worked and then it went back to the discoloring again. I called [redacted] first on 12/*/2014, only to be informed that their warranty doesn't start until a year after, so I needed to call Sony. I called Sony and spoke with a lady by the name of [redacted], that's the name given, she did not want to give me name first and she proceeded to say that we would troubleshoot the problem in which took about 30-40 minutes, while talking to her she said if the troubleshooting failed that she would issue a ticket to exchange replacement. I said great! I expressed my disheartening that it was such a new TV and that all my TV's were Sony & never had this problem and if I did they just replaced them. She said that is what will happen after the troubleshooting if we cannot fix the problem. We tried to fix via phone and failed and she said I will issue you ticket to get repaired and I said no that's not what you said, I want to have a replacement being the TV was only 4 months old to us. She would not budge, so I asked to speak with a supervisor, in which she said there was non available and that someone would email me. I proceeded to ask her to please give me the number to corporate headquarters to complain about the problem. She in turn said that she did not have that and that I need to take pictures of the TV with the coloring messed up in order to repair. So basically I feel deceived in what I was told in the beginning of the conversation. I was very upset and called [redacted] and she proceeded to tell me that she also couldn't help me cause the warranty I purchased was after a year of me owning TV but that she would send to department that handles their warranty and someone should get back, but couldn't promise.Desired Settlement: I would like to receive a replacement TV and not a repair.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40W600B. Sony has already contacted this customer twice ,unfortunately we were not able to speak with her directly. Sony would like to offer her a brand new replacement for her unit. To process this she will have to call us at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternPlease use the reference number [redacted]. Sincerely,[redacted]

Review: Purchased a new Sony 55" ultra HDTV 4K TV from Sony store in Houston, TX on 4-**-14. Sometime late August '14 I experienced issues with TV which were beyond troubleshooting. Contact with Sony support services were made and Sony advised they were going to send a repair man. On 9-*-14 contracted delivery men showed up and provided me with the same TV, but it was a 65" (ten inches bigger). On 9-**-14 $735.02 was deducted out of my checking account. Contact with Sony was made in regards to the above amount that was taken out of my checking account. Sony advised that we sent back the wrong TV size. Copies of the original receipt (which the 55" TV is clearly printed on receipt) and 65" TV delivery paperwork was faxed to requested email address multiple times. Sony advised they never received any faxes. Re-contacted Sony SEVERAL times (approximately 20 times) regarding the issue and they respond by saying that they bumped the incident to a priority 1, and we should receive a call within the next 24 to 48 hrs. NOBODY has yet to return our call. We were provided with ref. #[redacted] and exchange #[redacted].Desired Settlement: Wish to have the $735.02 back into my checking account and need our original 55" TV back in working condition.Also have names and employee numbers of 4 employees that I spoke to separate days.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony XBR65X850A. We already talked to the customer and advised him that there is currently an on-going request for a replacement and a refund under reference number [redacted]. We have alerted our exchange department to contact the customer within the next 24 to 48 business hours to clearly advise him of the status of these claims. 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:

[Your Answer Here]

I was contacted by Sony this past weekend and was apologized to regarding this incident. I was advised that I would be contacted by Sony within the next 24 to 48 hours regarding the issue. I've been told the same response (I will be contacted within the next 24 to 48 hours) in the recent past SEVERAL times by SEVERAL other Sony employees that I've spoke to in reference to the issue. It has been well over 48 hours and I have not been contacted by anybody with Sony. Therefore, the issue has not been resolved and I do not feel confident that the issue will get resolved with my actions alone.

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 was contacted this past Friday by a Sony employee who connected me with another employee with the exchange department. I was advised that the exchange is being processed and I would be contacted later that day (before 5 pm) with a status update. I was never re-contacted by anybody with Sony on the same day that I was advised that I would be re-contacted with an update. The weekend ended and It is now 8:45 pm on Monday. I still have not received a "status update" and the issue has not been resolved.

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 XBR65X850A. We already talked to the customer, and processed an order to refund him with $735.02, for the amount that was charged to his checking account. Turn around around time for the check that was approved today is 4 to 6 weeks. We also advised him that he could keep the wrong unit that Sony has sent himt as a replacement ,and the customer agreed. Sincerely,[redacted]

Review: I purchased a Sony KDL-70R550A 70-Inch 120Hz 1080p 3D Internet LED HDTV (Black) for $2,186.32 on ** December 2013 from [redacted]. I started noticing dark spots or discoloration along the top center of the TV around August 2014. Approximately one month Later a larger discoloration blob developed along the bottom edge. The lower discoloration blob grew larger as time went on. After dealing with the issues for a while I decided to contact Sony on ** April 2015 but by this time it had been a little over 1 year. This product has a 1 year warranty.

After explaining my issue Sony rep ([redacted]) first instructed me to: reset the device back to factory settings and disconnect the device from power socket and then wait for 60 seconds and then connect the device to power socket without any surge protector or power extension and then check whether the issue persists. The issue persisted so I contacted Sony again with the following:

This SonyKDL-70R550A TV are inherent manufacturing flaws and don’t feel it is my responsibility or at fault for these issues. I had taken very good care of the TV over its short life. I am not sure where we go from here as I do not feel comfortable transporting a 70” TV 47 miles to the nearest Authorized Service Center. Nor do I feel I should be dedicating time or money on a product that cost over $2,000 and only lasted for one year.

Sony rep ([redacted]) We request you to contact our repair support team at: ###-###-####. They will assist you with In Home services. I contacted Sony at ###-###-#### where they told me to take the TV 47 miles to the nearest Authorized Service Center. I informed them I do not have a vehicle that can safely transport a TV this large and heavy 47 miles without further damaging it. I was given an Email to express my concern.

I forwarded my past emails to [redacted] on ** May 2015 asking if someone can please help me instead of giving me the run around. I got the following: from ** Sony National Customer Relations, Please have your Sony TV physically evaluated by a Sony technician. We can locate the nearest Sony authorized servicer in your area that you may get in touch with. Kindly provide us your shipping address as well as the copy of the receipt for your TV.

Sony has told me repeatedly that I need to take the 70" 87 lb TV 47 miles to be looked at where I would surely pay for any maintenance required. I asked Sony what is causing the discoloration and they could not tell me but did list some parts that may need to be replaced. I am sure they are aware of their defective product and manufacturing techniques as well as this products life expectancy. It is disturbing to spend $2,186.32 on a product that will only last 1 year or less. It is interesting that this TV starts developing issues around the time the warranty expires. As I continue to search the issue for Sony’s KDL-70R550A, I find there are many more people experiencing the same issues as I have experienced with this product.Desired Settlement: I expect Sony to replace this defective product with an equivalent size and quality product. A Sony rep shall come to my home pick up the defective product and install an equivalent replacement.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL70R550A. Sony has contacted the customer and we offered him a different TV model KDL70W850B recertified unit at no cost as a replacement . Customer will think about it and will contact us with his decision. We have sent him an email regarding the specifications of the TV model that we offered as the customer requested. We will wait for the customer's response.Sincerely,[redacted]

Review: Dear Revdex.com Representative,

I bought a Video Camera from sony online store, order number: [redacted] and it was shipped to me on 10/**/2014 for total price: $122.47

The camera stopped working and it is still under warranty. I contacted Sony a month ago and they sent me an email with instructions to mail the camera to the following address for repairs:

I mailed the Camera on June *, 2015. It has been weeks and neither Sony nor [redacted] can give me a clear answer to when my camera will be fixed. It is still under manufacturer's warranty. I have called Sony many times and they are unable to help me. They keep telling me to call back.

I do not want to wait any longer. This may be delaying tactics from Sony so that my Camera can go out of warranty and then they can refuse to refund me.Desired Settlement: I would like Sony to refund me for the money I paid for the camera and the shipping costs for mailing it to their repair center. In total I have paid:

For Camera: $122.47

For Shipping: $10.00

Total = $132.47

Thanks

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony HDRCX230/B. Sony has contacted the customer and we offered him a buyback for $112.49. Customer accepted the offer. Customer will receive the check within 4-6 weeks.Sincerely,[redacted]

Review: The screen cracked on my Sony Xperia Z3 D6616 while in my pocket doing sit-ups and in a case. It was a hairline crack and it made the phone completely nonfunctional but it was working perfectly before. I have taken perfect care of it. Upon discovery I immediately went home, put the phone away safely can called Sony, they said I would have to send it in for them to check it out. I did so RMA# [redacted]// IMEI [redacted]. It too them a while to look at the unit but the following Thursday June [redacted] a week after receipt of the unit I spoke to Bernard who told me that the unit would be repaired and returned under warranty at no cost to me. The next day as I was looking to track the status of the repair and was told in a chat session that it was to be returned un-repaired. I arrived home and there was a box with the phone in it un-repaired. They wrote in the note "...Due to damage of the screen, the main board got corrosion damage, the main board cannot be repaired, nor replaced..."

I have been advised a facility in [redacted] that the main board would only have become corroded if it was submersed in water after the screen was broken. This is supposed to be a waterproof phone. I have not tested this anymore than I would with a phone that is not waterproof. I can guarantee that it was not submersed in water prior to arrival at the repair facility. Also Sony states "Due to damage of the screen, the main board got corrosion damage". Therefore Sony did further damage to my device or made an awful product that they do not stand behind.

What is worse is that I was lied to, upon excitement of receiving my phone back I purchased other accessories specifically for the Z3. I asked 3 managers to listen to the call from Bernard on Thursday June [redacted] around 5 pm Pacific time. All 3 said they would listen and get back to me but not of of them have.Desired Settlement: Clearly Sony does not stand behind their product like [redacted] or [redacted]. I had always liked Sony, but the guy at the repair facility has told me to stay away from Xperia.

Either way Sony should send me a replacement phone for damaging my phone and lying about it being repaired.

[redacted] will do this without asking and without having to contact the Revdex.com. It was an evil thing to promise a repair under warranty by Bernard on Thursday June [redacted].

I do not care what color they send to me, so long as it is a D6616 for [redacted].- a Z4 for [redacted] would be fine as well.

Business

Response:

We apologize for the incorrect information provided by our agent. On July [redacted], we spoke with the consumer and offered to swap his unit as a courtesy. The customer agreed and has sent his phone back to our repair facility. His replacement unit should be shipped shortly.

Review: spent over an hour for the same previous issue with my photo frame from a few months back. Online rep Gladys after 20 minutes says she can't help me to call the [redacted]. Extended hold times Chantay can't transfer the call etc. NO one seems to be able to help the customer?Desired Settlement: I would like a new power source and kick stand for the device . and a call back from a corporate rep.

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 Photo Frame ([redacted]). Sony has contacted this customer and has advised that a proof of purchase of the product will be needed to enforce its warranty. Since [redacted] was unable to provide a copy of the receipt, it was explained to him that the date of purchase will be based from the market released date of the product which was September 2010 - that puts the unit out of warranty. Thus, Sony is unable to cover the repair/exchange of the product, and considers this case close.

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

Extremely poor warranty customer service. Not friendly or efficient. High inconvenience to the customer.

Review: MyPlay Direct Order # [redacted] — Ordered two London Suede "The Vinyl Collection box sets online at [redacted], totaling approximately $500 including shipping & handling charges on November **, 2013. I was redirected to the London Suede/MyPlay Direct landing page via the London Suede web site. Received an order confirmation email shortly after my purchase, yet did not receive anything else for several days. It was stated on the order page that the items were to be shipped with 1-2 business days. I sent an email to MyPlay Direct (aka Sony) customer service to inquire about the status of my order, and received an automated response notifying me that someone will contact me within several days. So I decided to also contact London Suede directly through their own online shop in order to complain.

Then, on November [redacted] (8 days after ordering the items) I received an email from a "[redacted]" at MyPlay Direct notifying me that she was going to look into my order. She sent me another email shortly after, indicating that the "warehouse" in charge of fulfilling the orders somehow did not have mine in their system, and that she was going to have them mark it as urgent and to be sent out via FedEx on the following day (November [redacted]). Then, on the following day, I contacted [redacted] again to ask for a tracking number for the package(s). She wrote back and notifed notify me that the warehouse would directly send me an email with tracking info at the end of the day, when FedEx would come to receive the packages. I then replied asking her why she couldn't produce the tracking number(s) sooner and not directly herself? I myself have worked in shipping/fulfillment in the past and am aware that package tracking numbers are available as soon as their shipping labels are printed out in preparation for pickup — long before the parcel service comes to get them. I then gave her an ultimatum that if they weren't able to produce a tracking number for me by that day (which she said that she would) and verify that the items were indeed shipped, that I would want a full refund immediately. [redacted] stopped responding to my emails, and it is now the end of the business day that I was to receive tracking information for my packages, leading into the weekend. In my view, it appears that MyPlay Direct stalled in order to buy some time over the weekend and straight out lied to me.

I would usually be more patient in a scenario like this, but being that this situation has been played out before with MyPlay Direct (aka Sony), after researching about them, and that they've received over 1500 complaints in the past three years through Revdex.com, I don't want to sit around and wait to see what happens. I either want the products that I paid for sent out or a refund immediately. One or the other. But I decided to proceed complaining to the Revdex.com, as I promised them that I would if they didn't fulfill their promise by today.Desired Settlement: I would prefer to receive the products that I ordered, as soon as possible, and not have to wait around longer than I already have for them. But ultimately, if this is going to drag on for another week's time, then I want a full refund.

Consumer

Response:

I have finally received the merchandise from the seller in regards to Revdex.com complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a Blu-Ray player with no problems. Received the item only to realized that the new generation of Blu-Ray players did not work with my current entertainment system. I contacted Sony to get a return #. It took about 1 1/2 hours on the phone and about 7 Sony associates to get a simple return # for an item that had nothing wrong with it. I finally got the item returned and received an email from Sony on 01/**/2014 that the return had been processed. I was informed that a refund of $0.01 and a separate refund of $59.35 were both processed to my [redacted] account. I received the credit of $0.01 on my [redacted] account on 01/**/2014, and my personal account on 01/**/2014. Here we are 33 days later, and I still have yet to see the additional $59.35 refund to even be pending on my [redacted] or personal account. I have contacted [redacted] numerous times, and they have sent emails to Sony requesting a response but have received none. I have also contacted Sony numerous times. My contacts with Sony have been frustrating to say the least. I will never be purchasing Sony products again. I think they have good merchandise. However, poor customer service is not acceptable to me. I feel that I have received poor customer service virtually every time I have contacted Sony. It feels as if every associate would rather brush me (the consumer) off rather than actually help me with my problem. The 30 day time frame for my refund to process is up, where is my refund? You have the merchandise that I am sure you have already resold.Desired Settlement: I would like to receive my refund in a very timely manner. I would also be interested to see if Sony will even try to recoup my business.

Business

Response:

February

[redacted], 2014

Review: Without notice, Sony removed features from my internet connected Blu Ray player negating the purpose of the purchase.

Good Afternoon,

I am writing you about the poor practices and service experienced trying to resolve an issue with Sony Support. A couple years ago I purchased a Sony BDP-BX57. The reason for this purchase was the 3D, Wireless and Ultraviolet features advertised.

In short, the Cinema Now service was discontinued on this unit rendering the streaming of Ultraviolet titles discontinued as well. After more than an hour on the phone with Sony at multiple levels it was I was told that the Flixster application on my unit would provide Ultraviolet content. Unfortunately is does not. Sony said they would escalate the issues and my concern, but I have heard nothing from them. I specifically asked them how they can discontinue services and features advertised on the box for the item as Cinema Now is not out of business. In the end, Sony has been unable to resolve this matter. They claim they can't push a new application to my device and also claimed they don't have the ability to replace the unit with a new unit that has either a full function Flixster and VUDU.Desired Settlement: Currently Sony only has one unit that has all the features I paid for that is the BDP-S5200. The only resolution is for Sony to replace my current unit with the BDP-S5200, free of charge and if they want my current unit back, provide a label for me to return it in the box from the BDP-S5200

Business

Response:

According to customer's file, he returned his unit to Sony with a prepaid shipping label. Sony shipped a brand new BDPS5200 at no cost to customer which was delivered by FedEx tracking [redacted] on 5/*/14. Sony considers this claim resolved. Thanks, [redacted]

Consumer

Response:

Sony made me work far too long and hard for this resolution. That said, I'm glad it's over. I now know not to buy Sony products regardless of the discount.

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 called Sony regarding a malfunctioning BDP-S5100 Blu-Ray Player that was within warranty. I had registered my player and the representative was able to confirm the player was still within warranty, and confirm all other required information. This was on May **, 2014 with [redacted], and she created incident #[redacted]. During our discussion she mentioned I would need to send out the unit, wait two weeks, and I would have the unit replaced; this was unacceptable to me. I requested to have the replacement sent to me and I would return the malfunctioning unit. She then offered to send me a return label so I would not have to cover the cost of shipping, though I would still need to wait two weeks for a replacement. I was told I would be e-mailed the return label within 24 hours.

On May **, 2014 I called for an update and was confirmed a label would be sent to me, referencing order# [redacted]. They said the label still had not been sent, but again, "it would be e-mailed within 24 hours." Also, the priority was increased.

On May **, 2014, I spoke with [redacted] (ID #[redacted]) who said that the label had not been sent, but he would personally attend to the situation to ensure I received the label.

On May **, 2014, I tried to get information using Sony's chat with [redacted]). He took my questions and requested further information; but after I gave it to him he would not respond.

I called again, today, on June *, 2014. I still have not yet received the shipping label.Desired Settlement: My desired outcomes would be:

1) Receive the shipping label so I can send out the player to be repaired.

2) Receive the replacement, then use its box to return the malfunctioning player.

3) Receive a replacement.

Any of these outcomes would be acceptable.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony DVD Player BDPS5100. We sent this customer a prepaid shipping label through his email on June **, 2014 . We spoke with the customer on June **,2014 and confirmed that the shipping label was received. We advised the customer to send the unit to Sony Laredo Exchange Center so we can continue with the exchange process.

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]

The Revdex.com is requiring a response by June ** as to whether or not the response was satisfactory. I was told by Sony that I would receive my repaired/replaced unit at the latest by June **. I will be withholding my "resolved" status until I receive the unit back, but would like to provide a response before the expiration of my Revdex.com case on June ** (which would have automatically gone to: resolved).

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. Sony sent [redacted] an upgrade replacement model BDPS5200 at no cost on June **, 2014 via Fedex tracking number [redacted]. We spoke with the customer on June **, 2014 and he confirmed that the replacement was received and also acknowledged that the issue has been resolved.

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,