Sony Corporation of America

Review: I ordered a computer from Sony in October 2013 and was told to allow up to two weeks for delivery, however I did not receive the computer until the end of November. The second I opened the computer and powered it on it kept randomly turning off and making obvious defective noises. On multiple occasions I have tried to have the technician at the Sony store repair it in store, leaving me out of a computer for about two-three days at a time. The issue was still not resolved, so I sent it to Sony's repair facility where I was told to allow 7-10 business days for repair. I sent the computer out in the beginning of January and did not receive it back until the end of February. During that time, I was told by multiple service representatives that I would be given a 5% credit back to my account which I STILL have yet to receive. Now that I have the computer back (two weeks later) the same exact issue is persisting and Sony refuses to compensate me in any way for my inconvenience, let alone refund my money for the defective product which has been out of my possession for the better part of 3/**of my warranty because of how far into my warranty I am, which I find completely ridiculous and unfair. I have had nothing but issues and empty promises with not only this computer, but the entire staff at Sony.Desired Settlement: My main goal is to get 100% refund of my money. I have been completely 150% unsatisfied with the computer since the minute I got it and the staff and support has been nothing short of incompetent. I think it is absolutely ridiculous that a company will not provide you with ANY sort of compensation for inconvenience, let a lone the nightmare I have been dealing with for 5 months now. I was promised multiple things on multiple occasions including a 5% credit back to my account, in addition to 10% off my next Sony purchase. None of which was acted upon. Had these promises been fulfilled, I might be more willing to deal with another repair; however, I am completely at my breaking point and I demand full compensation so that I can put my $967 towards a product that works and a company that will actually take responsibility for their poor product design. Contrary to what Sony keeps suggesting, I DO NOT want to send my computer in to be reevaluated and repaired again...I want either all of my money back, or I want one hell of an upgraded system.

Business

Response:

Sony is willing to buy back the computer and carrying bag totaling $986.15. The check will be processed once the items are returned to Sony. A prepaid shipping box was shipped to customer, delivered by FedEx tracking on 3/**/14.

Consumer

Response:

[redacted]

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 would like to mention though, that I have not received the box yet that Sony claims to have sent me, I am currently working with customer service to see about resending another box.

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF13N190X. Sony has contacted this customer and was offered $100 gift card for the delay of the check. Customer accepted the offer.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order of cellphone from Sony on July, [redacted]. Two hours later, I want to cancel this order since I believe the screen size of the cellphone has little bit too large. I then called the Sony customer service to cancel this order. However, the most weird thing is that representatives told me they can do nothing about it and that device will definitely ship it to me. I continued to ask is that OK if I choose to return this product for full refund. The representatives said first there is no shipping label provided and second Sony will charge 15% restocking fee since this device is nether defective nor damaged. I cannot believe an word-wide corporation can not cancel an order which just placed and refused to provide a full refund for a never-used device.Desired Settlement: I want to ask Sony either cancel my order or provide full-refund.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] regarding the Sony XZUC6806BK. Sony has contacted the customer and and already processed RMA #[redacted], shipping label sent and with no restocking fee.

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 my Sony NEX5 in for repair in July. Not only could they not find my extended warranty on line..now, after saying I'll just pay for it....I got an RA number, sent it in.

I have spent at least 4 to 5 hours trying to get an answer as to the whereabouts of my camera. I'm told online the parts are on backorder...then I call in, and they say no, and put me on hold and never come back.

This is a $650 camera, without any of the lenses I have purchased for it.

I want someone to care. Right now, I'm going into my second hour of being on hold..this is unreal to me.Desired Settlement: I either want my fixed camera back under my extended warranty plan or send me a new one. I want people to speak and understand English..this is unacceptable.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Alpha Digital Camera NEX5N. Sony has already talked to that customer 8/**/14 and informed him that we’ll be processing replacement – A or B stock, depending on product availability. The customer agreed with the plan.

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]

When I spoke to them, she sounded as if she was unsure if she would actually be able to find the body of the camera for me. As of today, I still don't have the camera as they promised.

When I look online, it still says my part is on back order, when I call the number she gave, it's not HER direct number, it's the number to customer service, and I do not want to explain all of this all over again. They have my name wrong and don't even seem to speak English. [redacted].

This is my business, photography, so I don't even think they understand how I need the camera.

They are rude, and the person that wrote back is a simple customer service rep who really doesn't have any information.

I think a refund is due, OR a new camera w/o a lens. I have the lens, I just need the body of the camera. Thank you!

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 Alpha Digital Camera NEX5NK.

Sony has contacted this customer unfortunately she was not available. We would like to advised the customer that Sony will buyout the unit for $599.99. Refund will be sent via check. This request was approved on September *, 2014. turn around time for this is four to six weeks.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter but should not be closed out until an actual check has been received.

Sincerely,

Review: Firstly, I have never in my life been treated like I was by Sony customer service rep. [redacted] (Id#[redacted]). I sent my NEX-5N camera in for repair (Event ID#[redacted] Order #[redacted]) because I was getting a camera error whenever I was taking a picture. I checked online today and saw that my camera was repaired but pending payment. Finding that odd since my account has already been authorized and the money being held. I attempted to call customer service. I called and spoke to ** (who was as helpful as he could be). He said my camera was going to be shipped, so I asked out of curiosity what was wrong with the camera? He said it was noted that there were scratches on the LCD screen and the body, but nothing else mentioned. So I asked him I said that seems odd that those cosmetic scratches would cause a camera error? He agreed and said it can't be right and transferred me to the repair department. I was transferred to [redacted], who said that my credit card was declined, so I told him that it's probably because Sony is attempting to put a second charge through and I don't have the money for that since the $214 is already being held from Sony. He told me to send in a bank statement, so I said I would email it to him and he could discuss it over the phone. This is a $1,000 camera we're talking about here, I'm not going to keep waiting around. He said "that's not how this works" and wouldn't do that he said I'd have to wait for a call back. I told him if he could transfer me to his supervisor and he said no that no supervisor would want to talk to me. He then started raising his voice at me and getting very nasty and I warned him not to get nasty with me and he kept on going. He was very aggressive and I honestly hope you can review that recording and see how unprofessional he was!I don't normally request for people to be fired, but I'm requesting you consider terminating that person as they do not have the people skills to be on the phone. He repeated the phrase "what part of it don't you understand;" "it's none of your business;" "you're not a part of Sony I cannot tell you why;" "i am not afraid." 2 days later, my camera is fixed but still not yet shipped, the money is in the account, I was given a 10% discount on the repair, but still nothing on when my camera will be shipped back to me.

I keep emailing Sony and contacting Sony through[redacted]. The reps who answer don't even look into the records they just check the status on Eservice.Sony.Com (which is not a correct status) and respond to me. Your customer relations give me phone calls but then when they leave voice mails they don't leave direct numbers to call back and attempting to be transferred to them is nearly impossible. I've had to wait on hold for 5-10 minutes at a time because the customer service reps had to translate my camera notes from Spanish to English.

I request calls from Customer Service, I keep getting the same person to call me ([redacted]) and whenever she calls me she has NO INFORMATION, she keeps telling me "we don't have the tracking number yet". She is basically cold calling me with no information, yet she's been calling me at least 3-4 times and yet she doesn't even realize she calls me over and over and says the same thing.

Why is it so difficult to get help from Sony Customer Service?Desired Settlement: I was offered a 10% discount on my repair but at this point the amount of legwork and follow ups I'm having to do just to get my camera back. I shouldn't be charged for the repair. I also want a written apology from someone in upper management for the harassment I received from [redacted] the Customer Service Person, and for the delay in getting my camera back to me.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony NEX5N. Sony has contacted this customer and provided 100% of the repair cost as a one time accommodation. Customer was also informed about the [redacted] tracking number for the return shipping. 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 (pending that I actually receive the camera) and the matter has been resolved.

Sincerely,

Review: Our company purchased several laptops with docking stations on behalf of a client. Sony promised the laptops and docking stations would work, but 2 of the laptops crashed within a week and had to be reinstalled and entirely reconfigured, and the docking stations all cause a flicker on the external monitor. When we first contacted Sony about the flicker, or refresh problem, Sony passed the buck to the monitor company (Asus). I spoke with Asus who quickly determined the problem was not due to their monitors when we connected the monitors to another computer, with no flicker. Then Sony said they didn't know what the problem was but it's not their docking stations, without providing any ideas for troubleshooting at all, or offering to repair or replace them. Meanwhile I was searching the internet, and the Sony website for any different drivers for the docking stations, or other possible solutions. After calling in to them a 3rd time, they finally admitted all these docking stations were faulty, but they still had no ideas for repair, but they wanted us to mail all the docking stations to their facility to take a look. They don't have a substitute model to provide us, so if we mail away the docking stations, all these employees will be working without an external keyboard, mouse, and monitor for 4 or more weeks. I respectfully requested they simply refund our money for the faulty docking stations, but Sony refused, saying now we were beyond the return period. Thinking, that was ridiculous since we have been trying to fix these things since the first weeks we've had them, I spoke with a supervisor. The supervisor said she would ask her manager if they could issue a refund, then call me back. She never called me back. Instead, I got an email saying our request for a refund was denied. The email said to reply to it if I have feedback, so I did. I sent them an email telling them how many ways their actions were wrong and possibly illegal. I still didn't get a call back. Needless to say, I will never again recommend one of my clients buy a Sony product again. I will always steer my business away from Sony.Desired Settlement: Return the faulty docking stations so we can use the money to go buy a third-party workaround solution. At this point, we are not seeking damages.

Business

Response:

Dear [redacted]:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VGPPRS30. Sony has contacted [redacted] and he has accepted our offer of a full refund for all 6 units once they are returned to Sony. We have sent [redacted] a shipping label to return the units. As of today,**/04/13 the units have not been returned.

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 bought a PS4 game and a controller from Sony store Santa Clara as present. It turned out that the receiver did not like them.I tried to return the brand new unopened items to the same store. However I was denied for the returns. The staff told me there is a new return policy that game hardware and games are final sales. I obtained a copy of the return policy in store. It is identical to my receipt word by word, except the words "may only be returned if unopened" becomes "are final sales".My receipt says: Movies, music, game hardware, games, software may only be returned if unopened.The "new" return policy says: Movies, music, game hardware, games, software are final sales and can only be exchanged for the same product if defective.I understand the store can change the policy for any business reason. But they should also honor what was already stated on my receipt.I have contacted Sony directly by email. After 2+ months, I have received nothing but standardized reply saying they will follow up the situation. Of course, they never actually respond to me.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Not Entered

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Playstation games. We have been trying to get in touch with this customer since April **, 2014 regarding his refund options. We sent him a Contact-Us email on April **, 2014. Sony has not heard from the customer to date. Sony needs a copy of his receipt to facilitate the refund.

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

Review: On May [redacted] I called Sony customer service to fix my Sony Vaio (VGN- CS 290). I complained about blank screen, and screen flickering. I spoke to [redacted]) who informed me that I will have to pay 99.99 to get this problem fixed. At first I was very hesitant to pay that get a 6 yr old laptop fixed but then he assured me that if the problem is not resolved then he will not charge my account. With this assurance, I continued and gave my card information.

During the half way process he told me that he will have to do a complete factory reset and while we were doing that he also informed me that my laptop will be working fine after this step and I can call back if there is any issue. I told him to stay through the whole process and help me out with this. He did not stay and told me that he will loose his job if he continue to be on call and there will be a report. I did want him to loose his job so I told him to notify my account.

After two hr my laptop kept restarting, blank screen and something will show up and then again restarting. My screen kept jumping and flickering did not stop. I was assured that the credit will only be charged if my problem is resolved. I called sony again and requested for my refund and now they are saying they cannot refund my money and were very rude. I have been a sony cutover since 2007 and I am very disappointed with the service and how they misguided me.

I am very dissapointed with Sony service and request my money to be refunded.

Thank you,

[redacted]Desired Settlement: Full refund

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook VGNCS290. We contacted the customer today May **, 2014 to discuss the issue and we offered customer refund for $105.99. Customer accepted the offer and he should receive the check within 4 to 6 weeks.

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

Review: Purchased a Sony Vaio Laptop for my nephew for college on 7/**/13. He has had multiple issues with the computer. We called tech support around March [redacted] because when turned on the computer all he got was an error message then went to a black screen. Contacted tech support for assistance and was told that he would have to set the laptop back to factory default, which would loose all off his school work, music, programs etc. Fortunately the representative was able to get it running back again & was given reference # [redacted]. Approximately 2 weeks later he had the same issue and was told by a different representative that his hard drive crashed. I told the rep that the laptop being new should not have crashed and that we still have the manufacturers warranty and would like to have the laptop replaced. I was brushed off and told that we had to do a factory reset.Desired Settlement: A brand new computer

Business

Response:

complaint[redacted] Is under review

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 received a call from a Sony representative and was told they could take a look at the computer, but it would take several weeks before it was returned. I explained that was not going to work, because my nephew would have no laptop for his classes or if he had papers to turn in. I was told that I would not be able to get a new laptop. How would I know if the laptop was sent, that they would replace the hard drive or even fix the problem? I don't have any confidence in them that they will because of the lack of help with tech support thus far! The problem would be resolved if a new laptop was provided, or my money back!

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: First let start off by saying I personally did not receive a call and speak to anyone from your company on 6/**, as your response states! Instead of contacting me (The person who has filed this complaint) you tried to be sneaky and speak wit my "Young" nephew! You contacted "Him" to advise that he would not receive a new laptop and that if he had anymore issues he was to contact tech support. Well guess what happened? Later on that evening around 10:40pm, he was submitting a homework assignment and the computed crashed yet again!! He got the message "Your computer just ran into a problem! It then cut off, restarted to only show a black screen. Wow...This has happened numerous times! So what did we do? We contacted your lousy tech support department at 11:00pm and spoke with [redacted] Id# [redacted]. As usual you apologize and then was told that we would have to do a factory reset! Well ..WE HAVE ALREADY TRIED THAT AND THE LAPTOP STILL DOESN"T WORK AS IT SHOULD!!!!! I asked for yet another reference # and he stated he was not going to put one in because this is being handled by Customer Relations. I then asked for someone from Customer Relations to personally give me a callback on my cell phone and have yet to get a callback!! I'm a very dissatisfied customer of your product and feel as thou you don't want to resolve this issue, and your just waiting for the warranty to run out! In my previous response I requested someone higher up then Customer Relations to contact me and that also has not happen. I'm at the point right now where I just want my full refund back and you can get your laptop back. I will go to another company that appreciates it's customers, because apparently you don't! I will be happy to provide you with the receipt when I purchased the laptop. As for now I just want a REFUND!!!!

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

Sincerely,

Business

Response:

Thank you for your response. Sony's attempt to contact [redacted] regarding his complaint has been unsuccessful as his voicemail option is full and not accepting any messages. Our response and options has not changed since our original response.

Troubleshooting and minor diagnostics should be performed to assess the current situation. Sony provides a warranty to cover initial failure of the unit. The warranty for this model is repair. If it is determined that the issue is irreparable, Sony will review the case as needed and present the customer further options.

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

Review: Hi I had bought a a6000 Mirrorless DSLR camera from sony rewards website where I am enrolled , Order number [redacted] on [redacted] August , I have recieved the order after few weeks and find that the LCD display is smaller and not working well for the piece that I have recieved , I had called the customer care , technical support , they put me on hold for more than a hour and told me that the camera cannot be returned though they admit that its not working well . Spoke to [redacted] and he was very rude on the call , when I brought up the point that the return policy - "Returns can be made if the product has been determined to be defective" which is the case here , they denied the clause and made me run around between technical support and customer care , after speaking to them for 2 hours I am at the same place where I started off and still stuck with the camera which does not work well even after spending more than $850 for it . It is a very bad experience for meDesired Settlement: Return and refund of the camera and restitution of all the problem I have faced with the customer care so far

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Alpha Digital Camera ILCE6000L/B.

Sony has already contacted this customer and we have explained warranty terms for his unit. Advised customer that as per Sony’s return policy, returns can be made within 30 days of the date of shipment.

Sony offers a brand new replacement for the defective product but customer declined. He said that he would email proof that he reported the issue and requested for return within 30 days.

If customer is interested he may reach us at :

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The return policy of Sony rewards states clearly that if the product is defective the product can be returned for refund , I have not been given a replacement option , I was told that they will check the camera and then decide the right resolution on this . I have sent the email containing the return policy which they are unwilling to honor

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 ILCE6000L/B. Alpha Digital Camera. Sony has contacted this customer and explainedt

he return policy.Unit is over 30 days from date of purchase and is not eligible for refund per store policy Sony will offer a Brand New Replacement model ILCE6000L/B at no cost.

If customer is interested with the offerhe

can all us back at [redacted] Mondays thru Fridays 8:00 am � Midnight EST and Saturdays and Sundays 9:00 am � 8:00 pm EST

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:

[Your Answer Here]

The return policy of 30 days is applicable only if the camera was working , the camera came defective and the 30 days should not apply as per the return policy clause that has been published on the website , I think the refund or an option to get a better model should be a fair option . This is not the experience I expected after spending more than $1000 on this camera . Thanks

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

Sincerely,

Review: I purchased tv on 11/**/2014 received it the next [redacted]. After putting tv together I notice an image that looked like a crack. I thought I had hooked it up wrong, call [redacted] to send someone out to properly hook it up, service person told me the reason tv will not come on it was shatter for the inside of screen.Desired Settlement: I want smart label so I can. Mail back so they can take this off my charge card.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony [redacted]. Sony has already contacted this customer twice, however we were not able to speak with her directly. We also forwarded her issue to our [redacted], if this issue is still not resolved until now we advise that she contact our Sales Support at:Phone number: ###-###-####Phone hours: [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]

I have tried to return phone call, left on hold. Hard to get in touch with someone.

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 [redacted].Sony has already contacted this customer and connected her call to our [redacted]. We also forwarded her issue to our [redacted], if this issue is still not resolved until now we advise that she contact our Sales Support at:Phone number: ###-###-####Phone hours: [redacted] Sincerely,[redacted]

Review: Dear Sir,

I had ordered a product online from store.sony.com. The product was defective out of the box. When I contacted the customer support, they routed me to several departments and persons (Technical support as well which was NOT able to provide a resolution and asked me to go to nearest sony service center which I did not accept) and in the final part of the call we talked that I will finally return the product through mail. I asked about the return shipping label over the call and the person said I will be getting those. After the call, I emailed asking the shipping labels and I got no reply for 3 days and then I mailed faulty product back out of my own pocket. I emailed back again but not response. I again called today and after much effort, I was told by Customer support that all they could do is give me 5% discount for my next purchase which wasn't acceptable to me.

Now, the product being faulty and I doing the best which I could have done to get support from Sony, I feel that I should not have been forced to pay the shipping $12.92.

and the customer support should have responded to my emails which they never did. The complaint I want to raise through Revdex.com against Sony Corporation [redacted] is that while going through a conversation about how my asking shipping charges for sending back a faulty product is justfied I said a phrase which I was yet to complete and I quote it here again - I said "The shipping amount is not a large amount ($12.92)" and as I was yet to complete my statement by saying that "for a large corporation like Sony to lose a loyal customer" the [redacted] interjected me by saying and I quote her here - "If the amount is so small why are you making a fuss about it". And when I said it is not right her for her to say that I am making a fuss about it she repeated many times in a scoffing manner that I said that the amout is so small. She was very condesceding in her approach, very insulting. When I asked why Customer service team was unable to respond to me emails, her resolution was that "team will be provided trainings". That's best she could do. I am flabbergasted by her approach and behaviour ove rthe call.Desired Settlement: Pay me the shipping charges which I incurred shipping back the faulty product. I want an apology from Sony Corporation.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony SBH80BK. We already talked to the customer and has advised him that we will reimburse him the shipping charges that he have incurred in shipping back the product as a one time accommodation. We advised him to email the receipt for the said charge to [redacted] with the event number [redacted] on the subject line of the email. We would also monitor this case for the customer. Sincerely, [redacted]

Review: I submitted my lens to be repaired by the Sony Service center and after receiving a quote for more than a brand new replacement I opted for the lens to not be repaired and to be returned to me. I already had a local quote that had told me you'd be cheaper on the part but labor should be close. When my lens was returned additional damage had been done internally, there is now a distinct gritty/grinding feeling as I move the lens through it's zoom range that was not present before I sent it in. The local shop doesn't want to touch the lens now since they believe the cause of the abrasiveness is new extensive damage from a hastened dis-assembly or reassembly and this new damage would result in repair costs exceeding the replacement cost of the lens.

Calls to Sony can't ever get to a person that can help and although promises for the correct person to call me are made I am yet to be contacted.Desired Settlement: My lens fully repaired or replaced. My ability to pay the original quote is now compromised since to maintain my business I had to purchase an additional lens while waiting for this to be resolved.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SAL2470Z. Sony has already contacted this customer, we are currently reviewing the customer’s file. We requested him to email the copy of the bill of sale for the unit. We advised him that we will get in touch with him once we have come up with a resolution on the case.The customer agreed. 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:

[Your Answer Here]

The business has not yet made an offer to resolve the issue, only insisted that I provide a sales receipt for the original purchase of the lens from over 4 years ago. Although I was able to do so, their unwillingness to do anything in this or previous matters without said receipts is ridiculous since they are not always available for most consumers and don't have anything to do with the current issue when they already had the lens in hand. Sony has confirmed they received everything they asked for from me but has had no further contact to make an offer of resolution.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SAL2470Z.Sony has already contacted this customer, and offered him to buyback his unit for $800.00. The customer agreed, Sony will also be sending him a shipping label thru his email address [redacted] for the return of his defective unit. The Order Number for the buyback is [redacted]. We also advised the customer that the normal turn around time for the check is 4 to 6 weeks, and he understood. 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:

The above statement is true and accurate but I do not want this case closed until I have actually received the check. I would like to add that this still represents a significant financial loss to me...

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

Sincerely,

Review: I order One Direction's FOUR album and a free wristband from [redacted]. I got the website from the official [redacted] page. I pre-ordered it at the end of October/beginning of November and it came out November [redacted], it was not shipped until November [redacted] and I still have not received it and it's now December [redacted]. I've contacted them 4 times, and they offered to ship me another album free of charge and I got an e-mail saying I was 'charged' and it would ship in 1-2 days, that was Saturday the [redacted], and I have not received anything on that order. On Wednesday December [redacted], I contacted them again asking for a full refund of $28.57 and I have not heard anything back from them. I feel I've been very patient with them, but at this point I just want my money back.Desired Settlement: A full refund of $28.57.

Business

Response:

We're very sorry for any inconvenience this has caused. The original package was shipped but the customer never received the order. A replacement order was sent at no charge. Unfortunately the item is out of stock, therefore the customer hasn't received the replacement. The customer has been refunded the amount of the order. We are checking our stock and once we have stock of the merchandise again we will ship it to the customer at no charge.Thank YouCustomer ServiceMyPlay Direct

Review: I purchased a Sony Xperia Z3 phone and within 30 days the phone's screen had cracked on it's own. No pressure whatsoever was applied to the screen as it was sitting on an office desk when it quite working. I have read hundreds of people having the same issue. With past phone designs and the current phone design. This is an extremely common issue with the phone yet they refuse to honor the warranty. I have since had to purchase a new phone since I was out of town working for the last month and a half. My first rma has since expired. The RMA number is [redacted]. I have since created a new one that is [redacted]. Thanks for your time and have a good day.Desired Settlement: Honor the warranty and repair the phone.

Business

Response:

We are sorry to learn of this consumer’s difficulties with his phone. We have setup an evaluation (RMA [redacted]) to have his phone assessed by our repair center. If his phone has a single hairline fracture with no signs of abuse, we will perform an in-warranty repair free of charge.If however, the screen (or back cover) is smashed, shattered, has impact damage, or other abuse, we will be unable to offer a free repair and will return his phone at no charge or, he may opt to pay for an out of warranty repair.If the consumer has any further questions about this case, he is welcome to call our contact center at ###-###-#### between the hours of 8AM and 11PM EDT.

Review: 2015 May **, I in the Sony bought a $199 price of the camera, but Sony did not seek my uniform without authorization to cancel the order, I think had violated my rights to buy, since the site is the price clearly, but also can let the customer payment, is the commitment to price, it should be admitted that both sides of the contract for the sale! I ask SONY to ship the order number: [redacted]Desired Settlement: Strongly request the Sony Corp shipped, and a statement of 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 ILCE-7R/B. We sent an email to the customer regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄

Our television that we purchased from Denver Cherry Creek mall (store now closed) with the extended warranty has now been an on going two week process with now hope in getting this resolved from Sony or the company that Sony is using for the product replacement.

Review: On November **, 2013, I contacted Sony through their website requesting repair service on a product that was out of warranty. That product was a Sony IC Recorder (Model #: [redacted], Serial #: [redacted]). I was informed that repair of my product was not possible. The representative offered to replace my non-working product with a refurbished product for $30. I agreed that was acceptable. The representative provided me with a web link to the Sony eservice site. At that site, I created a repair request that was registered as Event ID#: [redacted]. I provided my credit card information to purchase a mailing label. According to the document, selecting this option would provide me with "a discounted UPS Inbound (to us) shipping label for $6.00)."

At my earliest convenience, I sent the product using the label that I printed. On the afternoon of December **, 2013, I received a voicemail from [redacted] from Sony Electronics. In his voicemail, he informed me that a refurbished model of my product was not available. What was available was an upgraded model, [redacted] for $40.58. At approximately 4:35 pm on that same day, I returned the call to the number provided, ###-###-####. After a short hold, I reached an agent who informed me that he could not help me but would be happy to forward my call to the appropriate department. After a very long hold (approximately 20 minutes), my call was disconnected. I called back and after an even longer hold, I reached a representative.

She provided me with the details that [redacted] had provided on the voicemail. I explained to her that it was my understanding that my agreement with Sony was that I would ship my non-working product back for a replacement for $30. She explained to me that wasn't possible since my model was not available. She told me that I could either accept the offer that she and [redacted] had made or that they would happily return my non-working product to me. I explained to her that her offer was not the agreement that I had with her company. I then asked for my shipping cost of $6.00 be returned since I sent the non-working product to them good faith that Sony would honor their agreement. She explained to me that would not be possible as they do not credit customer's shipping costs. I asked to speak to a supervisor. She informed me that a supervisor was not available as it was after 5:00. I asked that she leave a message for a supervisor to contact me when one was available.

Because I was incredibly frustrated that a company that enjoys the reputation that Sony does, I decided to contact the number provided on the Sony website for customer relations. The individual with whom I spoke noted my concern and said he said he would elevate my complaint to the appropriate individual. On the morning of December **, 2013, I received a call from [redacted].

After going over the same details, he made the final offers: 1. He could keep the product and offer me a refund of $20-25, the value of the product to them; 2. He could send me the upgraded product for $40.58; or, he could return the product to me. He was not willing to return my product to me for my disposal and refund my shipping cost of $6.00. In the end, I requested the product be returned to me as soon as possible so that I can determine what to do with a non-working product.

I offer the following analysis:

1. It seems completely illogical and economically detrimental to Sony that there was a willingness to refund $20-25 for a non-working product but was not willing to refund $6 for my shipping costs. Returning my non-working product to me and refunding my shipping cost would have resulted in a $14-19 savings for Sony.

2. It seems completely illogical and economically detrimental to Sony that they there was not a willingness to provide the upgraded device for the originally agreed upon $30 instead of $40.58. In this scenario, I would have paid Sony $30 for the upgraded device, and they would have kept the device that they valued at $20-25. It seems that Sony would have received $50-55 in exchange for providing a product that they value at $40.58 resulting in a savings of $9.42-14.42 for Sony and the value realized by keeping a loyal customer who has purchased many Sony products in the past, who still owns many of them, and was likely to continue to purchase Sony products.

3. It seems completely illogical to me that employees of Sony are not empowered enough to make a decision to refund $6 for shipping charges incurred by a customer after Sony was not able to honor their agreement with the customer even after realizing the value of keeping a loyal customer who has purchased many Sony products in the past, who still owns many of them, and was likely to continue to purchase Sony products.Desired Settlement: I would hope that Sony would take appropriate actions to ensure that I can become confident that, should I remain a loyal Sony customer, these actions are not repeated. The issue is obviously not about the money, although a refund of the shipping charges I incurred is the minimum that I expect, but rather about an organization with the reputation of Sony commit to honoring their agreements they make with their customers. I now must shop for a new recorder; however, I will wait to see how Sony resolves my issue before I determine which product to purchase.

Business

Response:

RE: [redacted] Case: [redacted]

Dear Dispute

Resolution Services:

Thank

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

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

customer and he has accepted our offer of a comparable model refurbished at no

charge.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Business

Response:

January

[redacted], 2014

Review: On Tuesday, April **, 2014, I received an email from Sony Entertainment Network that $49.99 was withdrawn from my debit card to renew my Playstation Plus membership. Their customer service department was all ready closed for the evening when I received the email, so I called them the next morning (Wednesday, April **, 2014) to inform them that I never authorized them to take the money out of my account. They told me that by default, the Playstation Plus subscription automatically renews unless the consumer cancels it, but they agreed to cancel the transaction and give me a refund. I got reference number [redacted] and the return was authorized. I was told by the woman who I was speaking with (who did not give me her name) that the money would be returned immediately to my account. In review of my bank statement, I found that the charge caused my bank to charge me $35 in an overdraft fee. I checked my account again today (Thursday, April **, 2014) and found that the refund was not in my account. I contacted Sony and was told to check with my bank when the next account balance as the money would be in there then. Being this is a debit card, the money should have been back in my account instantly. As told, I contacted my bank and they reviewed my account and saw no refund or credit posted or pending from Sony. I called back their customer service line, where a gentleman by the name of [redacted], said the normal refund process takes at least 5-7 business days to be processed. I told them that is unacceptable and different from what I was first told, in that the money would be refunded immediately.Desired Settlement: I want Sony to not only refund me the $49.99 they charged, but the $35.00 that my bank charged me in overdraft fees due to the transaction, for a total of $84.99

Consumer

Response:

The funds have been returned to my debit card and now I wish to withdraw case ID [redacted]?as the issue has been resolved to my satisfaction.

Sincerely,

Review: I bought a Sony VAIO notebook, and it was sent to the Laredo repair center. After they failed to fix my problems 2 times, they determined that the best course of action would to buy back my laptop and give me a full refund. I accepted the refund on June [redacted], 2014. The person that emailed me told me that it would take around 4 to 5 weeks for me to receive the check. It's been 7 weeks and still no signs of the check. I have called their support numbers, and all they've done is to tell me to email the customer relations team at [redacted] I've sent 3 emails, and received no response to any of them. I've been literally completely ignored on this issue. Since school is starting, I need need the money to buy a new laptop. My case number is [redacted], the work order number is [redacted].Desired Settlement: I would like to receive the refund check as agreed upon.

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 bought a Sony brand TV at the beginning of July, after about 3 weeks the TV started acting funny, then it completely stopped working. For the last two weeks I have been back and forth with their costumer support requesting assistance. I explained the problem and I agreed to have a tech come out to fix it, even though I felt the TV should be replaced. I informed them that I work 9-5 Monday through Thursday and they told me that it would not be a problem to get a tech out to help me after my work hours or on a Saturday, and they tell me to wait until I receive a confirmation call. That was the first call. They call me back three days later asking the nature of my problem and when they repeated what they thought the problem was, it was nothing like I explained, they did not even record that the TV was completely broken. So again they made me wait after this oversight, and I again emphasized that it must be after work. A tech calls me two days later and says the only day they have available is Friday from 11 to 3. I ask if they can do Saturday or any after work period, and they said not at all at this point I called Sony support and I was very irate as they had now demonstrated twice that they do not listen. I ask for my TV to be replaced as I no longer trust that they can fix the issue, their response is to give me the customer relations email, and inform me that I will get a call from them on the matter of replacement. Two days later I still have no response, so I once again call Sony support and ask to be directly transferred. They tell me no, and that I can expect to hear from them latest Monday (today). I inform them that if I do not hear from the customer relations number I will be filing a complaint. Today I received no communication from customer relations, so I found their number and called them. Their response was, they can't do anything, and they transfer me to support.Desired Settlement: I just want them to replace my, still under warranty, TV with a brand new, working TV. It is a Sony Bravia, and the code they provided me with to show my activity is [redacted].

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Television (KDL48W600B). Sony has contacted this customer and was advised per our customer relations department that we will send him a brandnew replacement TV instead of proceeding with the repair due to schedule conflict with one of our authorized servicers. Customer was advised to send the copy of the TV receipt and cust agreed with the offer provided to him.

If you have any question or require additional information, please feel 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,