Sony Corporation of America

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: 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,

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: 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: 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 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: 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 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: 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: 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: 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,

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

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: 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: 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: I bought a sonny experia through my phone company t mobile because I was in love because the product was water proof. when it was the summer my took my grandkids to a water park and my phone got wet the device stopped working. my phone company replaced it, so I thought it was my fault. on feb. 2016 again I went on a trip and trusted that the phone was water proof and got in our pool. once again did not work after that. I believe sonny has a false advertisement because the phone is not really what they advertise. I did love the functions of the phone but does not meet the expectations of the money I paid for it.Desired Settlement: I want sonny to refund the amount of 700.00 because the phone is not waterproof and it no longer works.

Business

Response:

We are sorry to read that the customer's phone has possible liquid damage. We suggest that the customer call our contact center at [redacted] (between 8AM-11PM ET) do determine the warranty status of the device and discuss any possible options.

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:

Muy phone according to advertisement was water proof therefor I do not want to contact warranty services. I want a refund for what I paid. The phone was not waterproof there for it is false advertisement.

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:

[Please be advised that I have answered the same response. I have already purchased a new cell phone there for I do not find it useful to get a new one from Sony or or to get the one I have repaired. I am upset that when I wet my device it stopped working. I mainly bought it because it was waterproof when it clearly wasn't.]

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

Sincerely,

Business

Response:

[redacted], Sony has made every effort to resolve this issue via examination of the device, but the customer chose not to follow the requirements of the warranty or the recommendations of the call center. See below: We are sorry to read that the customer's phone has possible liquid damage. We suggest that the customer call our contact center at [redacted] (between 8AM-11PM ET) do determine the warranty status of the device and discuss any possible options. And: Sony Mobile continues to suggest that the customer call our contact center to discuss this case so they can determine the warranty status of the phone and any possible options. Sony Mobile provides a 1-year warranty on their products. If the phone is still under the 1-year warranty, the customer will be offered an option to have the unit evaluated at Sony’s repair center. The Sony Mobile warranty provides no provision for refunds and no refund will be offered. Evaluation of the device requires that it is returned to the repair center. Following is information that is provided to customers when they contact the call center with potential liquid intrusion, and follow the recommendation to return the phone for evaluation: A fully functioning phone should be returned to you approximately 14 business days after it is received at our facility. Upon receipt of your product, it will be inspected for damage. Any water resistant/waterproof SOMC phone arriving for warranty repair, that is suspected of having liquid intrusion, will be subjected by the repair center to a "Water Resistance Test" with all of that phone's port covers/flaps in the close/sealed position. The Water Resistance Test is a pass/fail computerized test which uses a vacuum to test the phone's ability to be resistant to liquid intrusion. It does not involve opinions by repair personnel. Phones passing the water resistance test are deemed waterproof/water resistant. The SOMC Limited Warranty, which can be found in your owner's manual, does not cover any failure of the product due to normal wear and tear, or due to misuse. The warranty does not cover any failure of the product due to accident or resulting from liquid damage. Liquid damaged phones are not repairable and will be returned un-repaired. The customer in the case in question chose not to follow the warranty requirements or the recommendations of the call center. Thank you, Matt D[redacted] Customer Support Account Manager Customer Service - North America Sony Mobile Communications Tel: ###-###-#### [redacted]

Review: On January [redacted] of this year, I purchased a Vaio Flip 14 laptop from Sony totaling $1,100 for the purpose of taking better notes at my university. Initially, the shipped laptop contained numerous software issues and firmware problems that required extensive effort to fix; however, I was able to update through/resolve all problems with the unit that ranged from network card problems to the touchscreen operating erratically without any user input.

All operations of the laptop were satisfactory until approximately 2 months after the purchase was made. One morning after class, I placed the completely intact laptop into my backpack and walked from one class to another without any detour or extensive activity. After reaching my desk and opening up my laptop, I saw that the LCD screen had cracked in the corner effectively making the touchscreen unusable in a certain segment of the screen. I noted that no visible physical dent or mark was present on the unit after the fall supporting the fact that the laptop was in no way dropped or misused.

I then proceeded the following day after the crack's discovery to call Sony and request a repair box be sent in order to fix the unit under warranty. The issues that spanned the first month and now the crack forced me to want to send it in. The customer service representative recorded all my immediate grievances with the unit and the circumstances surrounding it during my conversation with her.

Today (April [redacted], 2014), I received an email from the Sony Texas Repair Center stating that an estimate had been made on my unit's repair and that I was to contact Sony. After a phone call to the Laredo, TX facility, the customer service representative stated that I was to pay $500 (almost half the cost of the retail price of the unit) to repair the screen and that Sony was not liable for any damage dealt to the unit due to my mishandling of the unit. This laptop was a very large purchase for a college student such as myself to pay all on my own. I took every precaution to make sure that the unit was taken care of, so I'm sure you understand my frustration. I then pressed to inquire more about the unit and it's issue.

I asked the customer service representative if it was at all possible for me to speak to the technician who inspected my laptop in order to inquire further, but the representative stated that the technicians do not speak with customers regarding their evaluations. I then requested that the situation be escalated to customer relations. After a wait, I was transferred to [redacted] who pulled up my file.

(Note: The unit in question is a convertible laptop which has the ability to transform from a tablet into a standard laptop and vice versa.)

He stated that the technician in Texas evaluated my laptop and determined that an impact to the inside of the screen of 8 lbs. caused the glass to crack. Immediately, I knew this was incorrect. I did not, and would not logically, put my laptop into my backpack with the inside of the screen (touchscreen) facing outwards. Furthermore, 8 pounds of force is approximately equivalent to the weight of a full gallon of milk. Under normal circumstances, that amount of force shouldn't be able to bend an aluminum base and crack a LCD screen without a very directed blow. Even if a direct blow was to somehow occur within a backpack, such a direct blow should create a cosmetic blemish within the aluminum housing.

I expressed my suspicions that this was grossly incorrect to [redacted] who then stated that Sony didn't allow for any second opinion of my device and that doesn't allow other companies to sell replacement parts or services. Not even other Sony technicians would be allowed to make an opinion that would be recognized by the company. He then stated that if I wanted to repair this, I would have to pay them in full or not get it repaired at all.

I completely understand Sony's position regarding their warranty. If a consumer breaks a perfectly good product, the Sony repair team should not be required by contract to repair the product. However, I'm under the impression that both the product and/or analysis in this situation are defective.

The product had issues to begin with, but I tried to work through them. Eight pounds over a large, flat surface should not be able to crack a made to spec computer with metallic housing. Again, there was absolutely no dent or mark that would suggest a sharp impact. This would suggest that the product had hidden defects within the LCD screen that were not able to be seen. I attempted to request a second opinion to resolve this claim, but [redacted] stated that Sony would not honor any second opinions by even their own technicians.Desired Settlement: The desired outcome of this situation is to have the laptop repaired. I am willing to work with Sony to come to a compromise regarding this issue rather than rashly demanding an entirely free repair and return of my unit.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony computer, model SVF14N190X. Sony has contacted this customer, offering 50% of the repair cost, $476.99 as an accommodation since Physical Damage is not normally covered under warranty. [redacted] will consider this offer once Sony has notified Revdex.com.

Review: Customer shipped two items to SONY Repair operation at [redacted].

[redacted]ith remote to device; remote to blu-Ray player not returned. Call customer service of problem and was informed noting would be done about it.Desired Settlement: 0

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDPCX960. Sony has contacted the customer and agreed that Sony will send him a new remote control and he will receive it within 7-10 business days.

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

Consumer

Response:

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

I was called by SONY Customer Service two weeks ago concerning the Multi DVD Blu-Ray Player remote that was sent with the device for repair. I was told by the rep at SONY Customer Service that they would send the remote, but never receive it or an communication about it via email or phone call; I am not sure if SONY is playing games or just not wanting to do what they say they are going to do. Thank you in advance for any help with this matter.

Sincerely

Review: On July * I bought an Xperia Z1 from Sony.com. I found the proximation sensor is wrong somehow which will hang up roughly 50% of the phone calls when my cheek touches the screen. So I was considering to return this phone.

Upon researching the return policy, I found Sony only allow me to return within 14days. It was July ** already. But I found I still could generate an RMA on Sony.com. I was confused so called Sony.

A Sony representor named [redacted] answered. He told me although it was 22 days, while due to the nature of this issue, I was still qualified to return and get a full refund. He thus generated an RMA and email me within minutes. He said I should receive a return shipping label within 24hours. Also, he kept emphasizing that I should give him a positive feedback. I promised him.

Moments after we ended our conversation, he called me back with phone number ###-###-####, asked me if I wanted to buy a new phone through him. He said I need a new phone anyway, why not buy from him. Luckily I rejected.

I waited for 2 days for the shipping label but received nothing. So I called Sony to see if I should ship it by myself. This time, Sony told me the RMA in my hand was fake, I couldn't return because it was more than 14days. I told Sony this is emailed me from an authentic Sony email account. How could it be fake? If they did change their mind why didn't they call me and told me this RMA was void and do not ship? They have no explanation.

I kept calling them, all told me I was holding a bogus RMA. Finally the phone was transferred to their [redacted]. The [redacted] said she has no power, she would call me on Monday but she never called. They just pretend this issue is never existed and want me to shut up and walk away by myself.

I think an RMA letter constitute a commitment and a contract. Sony's behavior breaches the basic ethnics for businesses.

Sony Incident number for this case: [redacted]Desired Settlement: Return and Refund

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XPERIA Z1. Sony has contacted the customer and communicated with sonystyle customer care to have the unit refunded. Both parties agreed that unit needs to be ship first and refund will be process once unit is received.

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

Consumer

Response:

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