Sony Corporation of America

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: 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: Well I bought a desktop from the outlet. I have never purchased a refurbished anything before. After speaking with the Sony Sales rep felt comfortable enough to make the purchase (although still a little leery about buying refurbished). I wanted to use two credit cards. The salesman said he could not take two credit cards. So I told him I would call back after I transferred funds. He said I could purchase a Sony gift card and do it that way. HE DID NOT TELL ME I WOULD BE STUCK WITH THE GIFT CARD IF I RETURNED THE PRODUCT. So I bought the desktop and in just 6 days the hard disk went out. I was totally heartbroken ? This is the third huge issue I have had with a Sony product. I was your number one fan. Now I am just done with Sony and I would like my money back please. I have no intention of every buying a Sony Product again. Can you please help me?Desired Settlement: I want my money back from the gift card sonys sales rep had me purchase to complete the sale. Had I know I could not get my money I would have NEVER EVER EVER bought the gift card!! HE DID NOT TELL ME I COULD NOT GET ME MONEY BACK. It would have taken me 5 minutes to tran funds and call back with my bank card. The hard drive went out after 6 days. I think thats just horrible who sells products like that? I JUST WANT MY MONEY BACK SO I CAN PART WAYS WITH SONY. SONY CUSTOMER SERVICE IS BEING HORRIBLE TO ME.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony gift card.. Sony has contacted [redacted] and she has accepted our offer of a refund for the $500 gift card. She has returned the card to Sony. ETA on the check is 4 weeks.

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 the Sony password protected 1.5 TB external hard drive, order # [redacted]...

It took me some time to figure out that this hard drive with the good password I created on, it only works on the same PC I created the password with, means the complicated password does not work on other PCs for some reason, with some investigation I found out that If I change the password to a very basic one like [redacted], it will work on other PCs, but still this is not how it is supposed to work, I called the customer service trying to return it for a refund when I was given no option but to go through the technical support first even thou I told them I cannot keep it anymore even if they trouble shoot it due to me losing the trust in itDesired Settlement: Sony to take back it is defected product.

Business

Response:

December

[redacted], 2013

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: I purchased this PC from Sony electronics on Jan **, 2013 along with an Onsite home extended service repair plan. The product failed to connect to the home network because the wireless card/adapter had failed so on appx. 7/2013 and I called support. They seemed to have fixed the issue but a few days after the PC failed to connect again. The wireless card kept on resetting itself and the connection was now failing on and off multiple times an hour. When I called Sony tech support they stated that it could have been due to my home network, but after I called my internet service provider they confirmed that all home network setting were correct and no wireless issues were detected through their end of service. I called Sony tech support again and they remote accessed my PC and seemed to have fixed my PC again. October **, 2013 the wireless card failed completely and all connections were lost, Sony sent out a repairman. The repairman replaced my wireless card/adapter and verified that the cards that put into these PC had many defects and that more than likely the one in my PC was a defective card but that he had the same wireless card/adapter to replace and that hopefully this card was not one of the defective cards. A few days later after the repair was performed the PC lost connection again and I contacted Sony Tech support once again. They scheduled a repair of my PC but this time they insisted that I needed to send in PC to a Sony repair facility located in [redacted] I questioned why I needed to send in PC since I had purchased an Onsite Home extended service plan, the only answer I received was that my issue was strange and that's why I needed to send it to a repair facility. I was insured by the Sony rep that should this occur once again I would be receiving a brand new replacement PC since this issue is now being repaired twice. So I sent in PC and they kept it for appx a month and when I received it Sony claimed that it was repaired. Shortly after the PC failed and once I contacted Sony Tech support once again. Sony sent me another prepaid box to return my PC to a Sony repair facility once again in [redacted] I sent he PC and yesterday on 3/**/2014 I received my PC back and although Sony claimed to have replaced the wireless card the issue remains unchanged. I connected to the internet once the day the PC was received, however the next day (3/**/2014) the PC failed once again and the network card/adapter is now being reset over and over again failing to connect. I contacted Sony tech support and asked for a replacement PC and they advised me that they would not replace my PC that they will send in for a repair once again to their [redacted] facility. I questioned why this was being done again instead of honoring what they had claimed that if this arose once again that I would receive a replacement PC, the rep Leah explained that this problem is strange so Sony needs to repair it instead of replace it. I also insisted that I pair for an Onsite home repair plan and that I want my PC repaired at home since this is what I had paid for, but the Sony rep insisted that Sony will not honor this even though this is what I paid for. So once again I will be out with a failed PC for another extended amount of time. Here are just a few of the event record ID numbers that have been provided by Sony tech support for the repair issues, they have also declined to give me the other prior event ID numbers. [redacted]Desired Settlement: At this time since Sony has failed to replace or repair my PC as they had agreed I would like a full refund of my purchase. This PC has been in repair more than I have been able to use the PC. I had purchased an Onsite home service repair plan and they have also failed to provide the service for this plan since I am having to send in my PC to [redacted] two to 3 times now instead of having it serviced in home as the plan was supposed to be administered, also I am requesting that they also refund my money for this plan as well since they are not complying with the plan requirements.

Business

Response:

According to Sony's records a check for $1386.98 was processed on 4/*/14 for full buy back of computer. Customer should have received the check within two weeks. Thanks, [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:

Sony has issued a refund check, but I was advised that as inconvenience and to maintain customer satisfaction, the return of my PC or refurbished model would be sent out as well as the refund check. I have received but no PC has been sent out as stated.

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. We contacted [redacted] again and explain that Sony will not return his original unit back or send him another replacement. Instead of going with another repair last April 2014, [redacted] has accepted Sony's offer to buyback his unit. This process requires the customer to return the original unit to Sony. [redacted] acknowledged that he will received the refund check amounting to $1386.98. With this, Sony considers this claim/case closed.

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

Review: Sony advertised a store closing sale with "50% off All Cameras & Camcorders." This was advertised at:

I made a duplicate of this advertisement. I wanted to buy a Sony a99. The store had one in stock, but refused to honor the deal; they said the corporation would only allow him to give 20% off. Many people found similar issues at virtually all of the closing Sony stores ([redacted]).Desired Settlement: I would like Sony to honor the advertised deal. The standard price of the Sony a99 is $2300 without lens with free vertical grip ([redacted]). The sale price should be $1150. I would like to buy one. I would also be glad to buy a Sony 24-70mm f/2.8 lens for half price to use with it, but I do not know if I can make a valid claim for that, since the store didn't have one in stock at the time.

Business

Response:

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

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

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 is lying in its response. I have not received any communications from Sony. I re-confirmed all e-mail in-boxes, including spam folders, and archives (I have a complete archive of all e-mails received on all accounts).

Sony has my contact information on file, since I've bought from them many times. I am not difficult to reach. My phone number is ###-###-####. My e-mail is either [redacted], or the e-mail I filed through with Revdex.com. I would suggest the best way to continue to communicate is through the Revdex.com, so there is a clear paper trail. Business is in violation of multiple Revdex.com policies, as well as [redacted] State law. However, since business' preferred mode of communication is telephone, I am happy to try calling on Wednesday.

The original complaint did not allow me to attach files. The response does. To provide more detail, Sony had advertised that they would be closing their stores, and that they would sell all cameras for 50% off. The Sony advertisement is attached. The [redacted] store had a Sony a99, but the employee told me he was not authorized to sell it for more than 20% off.

I have since learned, from the attached forums, that this matches the experience of Sony shoppers at other stores as well. In fact, Sony had no intention of selling cameras for 50% off. Store employees told shoppers at other stores that they were asked to ship all cameras back to Sony prior to the sale. Some stores failed to ship all cameras back, or had display models. People like myself who tried to buy cameras at those stores were told that they were not authorized to sell those cameras for the advertised price.

I am including a copy of the Sony advertisement on the day of (Sony has since changed it). I've also attached a forum thread about these issues.

This appears to violate multiple Revdex.com policies. Specifically, advertising cameras 50% off, while shipping them back to Sony headquarters violates both Revdex.com rules and [redacted] bait-and-switch laws:

[redacted]

Likewise, not honoring the price violates Revdex.com policy.

If I cannot get resolution through the Revdex.com, I will consider other legal means. This is not the first issue I've had with Sony failing to honor terms, so a small claims suit might be worthwhile.

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

Sincerely,

Consumer

Response:

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

I spoke with Sony. They agreed to honor the advertised prices (give-or-take). I gave them my credit card number, and they said they would charge $2400 for the A99+SAL2470Z+grip (which is $300 more than advertised price, but which I accept). I should receive these by June **. If this happens, the complaint will be resolved.

They were, however, unable to provide either an e-mail confirmation or any paper trail. I would prefer to keep the complaint open until receipt. The web site does not allow me to respond other than accept/reject, and will automatically close the complaint before June **.

Thank you for your help with this.

Review: I bought a High Def Sony TV KDL-46WL135 for over $1500 back in 2009 (late 2008 maybe) and it worked fine when used, which is very little time. I was touring the Middle East for a good chunk of the time and it was used less than 10% of the average TV usage time. The TV started showing signs of failure (dark reddish screen on the right side, then after 30 minutes or so, it warms up and gets better, but not perfect)..

I contacted local repair (Sears) and they came and inspected the TV. They told me the TV is on a list of "defective" products and Sony had it recalled. So I opted to contact Sony.

When I called, Sony technician denied any recall at that point. When I told him it's on many sites of the internet, then he went and checked, but informed that the "Recall" expired in Dec 2012! My product is registered with Sony and I was never contacted about this recall. Now that it's failed, I'm out of luck I guess, which doesn't seem to be right. It is a defective product and I should have been notified of this "expiration on honoring defect replacement." I was traveling and just got around to using the TV. It doesn't sound right that I pay over $1500 for a TV and it doesn't last more than 2-3 years of use.

The Case / Event number is [redacted]. I was told someone will get in touch from customer relations within 48 hours. After one week of not hearing back, I called Sony, and I was told that I need to follow up with an email. So I did on the [redacted] of August.

Finally on the [redacted] of August, they called me. They can offer me a replacement for $575 or a 15% discount. I don't think either of these are acceptable. The unit if "DEFECTIVE" and I shouldn't have to pay $575 (total over $2000) for a TV of that quality. I think a defective TV should be serviced at their expense with apology for inconvenience, not costing me $575 to fix their defect.Desired Settlement: A defective product should be replaced / repaired at Sony's expense. I should have been notified in case of a recall. That's juts common sense.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Television - KDL46WL135. Sony has contacted this customer and was advised per our customer relations department that Sony can provide a 15 discount coupon towards a purchase of a new Sony product or a discounted recetified TV, same or comparable model for $579 plus tax. We also explained to the cust that there was no recall for this model. It's just that Sony used to have a warranty extension for this model for a certain period of time that had an LCD panel issue.

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 have determined that my complaint has NOT been resolved because:

Nothing added to what I reported. Except now they're retracting their "recall" as it was confirmed by their technical support, referenced by an authorized dealer, and all around the internet. Still they called to tell me what I already listed.

Extending a warranty for something is due to defective panel. They are calling it something else, but in essence it's Sony selling overpriced products and not supporting their customers when it's needed.

The $579 would buy me a brand new 55" Samsung with superior quality and SONY knows that.. that's why they're offering this meaningless replacement option, knowing it's not economically sound, but they want to come out as the "Good" people.. well Sony, for me and for all who read this and learn from it, you are not a company I'd put a dime into anymore.. True disappointment!

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Review: I purchases a sony ldl 40w600b tv. I used the tv for a few weeks and the picture went blank. I called sony repair [redacted] November ** and went through the diagnostic test. They said to call back [redacted] to resume the testing. After numerous calls and over 4 hours of waiting they said a technician will come out in three days. I called today with my repair number and now they said I have to send 3 pictures to an e mail address to verify everything. I feel that they have no intentions of honoring their warranty.Desired Settlement: quick resolution

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL40W600B . Sony has already contacted the customer and advised him that Sony will process the exchange for the unit under reference number [redacted] . We also explained to the customer that we are currently having system updates, but we assured her that the exchange will definitely be processed soon once our ordering system is up. The customer understood the situation. Sincerely, [redacted]

Review: Ordered the Ariana Grande bundle via MyPlay Direct for our daughter. After spending approximately $50 and waiting nearly two months for delivery, package was finally received. Upon opening parcel, it was immediately obvious the merchandise was very poor quality. The shirt size ordered was not even close to what was expected. Our daughter typically wears a woman’s medium size, however, this one resembled a small size. While already disappointed with the order, attempted to exchange the shirt for a larger size. Consequently, returned the shirt to MyPlay Direct via [redacted]) mail. After verifying package containing shirt was delivered to MyPlay Direct using furnished [redacted] Tracking Number, sent three separate requests over a three week period to MyPlay Direct customer support for a status update with absolutely no response whatsoever! On my fourth submission to customer support, I vehemently requested contact information for a supervisor, as well their Corporate Headquarters, which apparently elicited a response stating they would check on the status and provide an update. Nearly two weeks later, no response once again! Yet another message was sent requesting contact information for a supervisor, as well as their Corporate Headquarters. A few days later received a response stating they would refund half of the order price due the inconvenience experienced, as well as the fact the larger shirt size was no longer available. After a week with no refund to my credit card, I once again sent another message requesting a status update. No response to date.Desired Settlement: As stated in last message received from MyPlay Direct, expect a refund in the amount of half the purchase price to my credit card.

Business

Response:

We're very sorry for any inconvenience this has caused. The customer wanted to exchange their shirt for another size, unfortunately we were backordered on that size. We refunded the customer half of the total purchase cost.

Review: I bought the Sony Gold Wireless Headset and they are falling apart at the hinges—a known problem. I contacted Sony via chat support and the person said there was nothing he could do. He was unhelpful and cut off the chat before I could reply back.Desired Settlement: Replace my headset.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Gold Wireless PlayStation Headset. We already contacted the customer, however we were not able to speak with her directly. We are currently communicating with our Sony PlayStation department in regards to the customer’s issue. We have sent them an alert to provide status update and assist the customer regarding his problem. The customer may also reach them thru telephone number ###-###-####. Operation hours are M-Sat. from 8am -8pm Pacific Standard Time. We shall be monitoring this case and make sure that the customer will be provided assistance for whatever is necessary.Sincerely,[redacted]

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: This isnt' the 1st time I've had this issue with this business location. They recently did this to me and I let it go and purchased elsewhere. This time I'm not letting it go. I went in there specifically to purchase a TV. I was looking for a particular brand (1 of 2 different brands) I was looking for a 65-75" 4K tv. The sales person came up to me and they steered me to a particular Sony tv and pushed and pushed me to purchase that tv because it was such a great deal. It was marked down on the ticket to $1,799.95. They also tried to sell me HDMI cable for 4K tv's along with a screen cleaner. She pushed and pushed and told me that she would sell me the tv for $1,500 and throw in the 5 year service agreement for $300. I finally agreed to purchase after nearly 45 minutes of looking and having her convince me to buy this particular tv. Keep in mind the price tag that was advertised on this tv was right on the tv and she brought me to it. She even told me that she just sold one of them the other day. Once I finally agreed she had someone go and bring up the tv and was in the middle of doing all the paperwork to purchase and I was about to pay for it and I noticed the tv didn't look the same. I asked why it didn't look the same and they didn't know. I asked to measure the box and sure enough it was a smaller than she just spent 45 minutes selling me on. I requested a manager to come over and see what was going on. He came over with 0 interest or enthusiasm and said that's not the right price it's $3800 and the tv she sold you was a completely different tv and he walked away disinterested. I believe that Sony is at fault here as they are the ones that mark down the tv's and put them on sale like this. How can they mark this tv down and advertise it this way and then not honor it. It was a clear bait and switch tactic. This is a common occurence in this store and it's really starting to make me mad. The salesperson and another employee then continued to talk about the fact that the merchandise was falsely advertised and that I wasn't happy but they didn't seem to care. I was overly frustrated again and I just walked out and told the manager they need to get their act together as a consumer I shouldn't be bait and switched and their business practices leave very little to be desired.Desired Settlement: I expect that the business honor the advertised price that they had and more so the price that the salesperson agreed to sell me the merchandise. As I stated this is clearly a bait and switch tactic and is illegal and that is exactly what happened. If I hauled that tv all the way home only to see that they sold me a different tv than we just looked at and agreed upon for that last 45 minutes I would be even more irritated than I am right now. Sony should know what there products are being sold for and what the sales are. I also called the corporate office last night as I left the store and spoke to a Teddi and she assured me that I would receive a call back within 2 hours as that was corporate policy.... I'ts now been 17 hours later and still no call. It is ridiculous how these businesses conduct themselves. I just called the corporate office back and was given the run around on the phone about how they wouldn't help me and didn't care. The person on the phone even put her hand over the phone and said "jesus christ etc etc" while I could STILL HEAR HER! That is so unprofessional. They sold me on this 75" tv and tried to give me a different one. The sticker said it was marked down $2000-$3000 and then they told me that the tv would be $2000-$3000 more than advertised. This IS NOT ACCEPTABLE!

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Travis Teeter about the Sony TV XBR75X850D. The customer was contacted by Sony and was advised that pricing of the products set by the dealers is something that Sony does not have control of. Sony understands that there was a misrepresentation about the product he was supposed to purchase at HH Gregg. Although the complaint was directly to the store, Sony explained to the customer that his case will be reviewed further to check what assistance Sony can possibly provide him.

Sincerely,

Joe B[redacted]

Consumer

Response:

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

I have received an email from a sony representative (hopefully someone not as important as Joe Byer) telling me that they plan to do nothing for me and essentially they don't care. It's not their issue. Once again I'm getting conflicting information from this business. The response they sent me says that they have nothing to do with the pricing set by the store whom they hire as their rep to sell their product. The store says that the pricing is set by SONY and they can't change it no matter what. Someone is clearly lying here and the fact that there is s $2300 price discrepancy on a tv I tried to purchase (that the sales person claims to have sold the same tv at the same price to another consumer 2 days prior) I would have been the victim of a clear bait and switch had I not noticed they were giving me a different smaller tv before leaving the store. The only acceptable solution here is to sell me the product for the price that was agreed upon. This must be against the law in some way.

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:

As I have already stated. This response is unacceptable. This store is a representative of SONY. This salesperson was the one that brought me to your product and pulled the price tag off of your TV. They sold that tv for that price to someone else 2 days prior. I have already been in the store since then and have advised a would be customer of yours to not buy that 75" tv from HHGregg or Sony. They took my advice and bought an LG. I won't stop doing this until you make this right. I am a manufacturers rep as well in a different industry and manufacturer and the rep are on the same team and work together. HHGregg refuses to work with me at all. To offer me a $50 gift card is a slap in the face when they are now refusing to sell me a tv they sold me on buying at a $2300 difference. I will contact the news outlets on this whole situation if I have to. This practice must be illegal. I expect someone to call me and fix this issue.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services: As discussed from the last response, we strongly recommend the customer to deal directly with HH Gregg to rectify the issue as Sony's decision will not change in this regard. Sincerely, Joe B[redacted]

Review: about music unlimited

I purchased music unlimited, last week on may [redacted] and have been working fine, until today

satuday may [redacted] it wss out all day tried calling Sony through phone but I have to wait a long time which I dont have cus I workDesired Settlement: another month of music unlimited

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: Returned recalled computer as requested was told I would receive a $100 gift card and a full refund and I still have yet to receive either.

Sometime in Mid - late June my mom received a phone call from Sony informing her that my computer had been recalled due to the battery overheating and causing the computer to catch fire. They left a phone number and I called them back. When I spoke to them they gave me three different options as to how I could receive a refund. One was a full refund and a gift card. The other options were to exchange it for a new computer and I can't even recall what the last one was. Anyway, I sent the computer back and after waiting several weeks without receiving my refund I called them. They said they received my computer and it would be a month before I got my refund. So I called a month later and they told me the same thing. Then my mom called and they transferred her to tech support and was put on terminal hold. They have yet to honor the refund they said they would give me if I sent my recalled computer back.Desired Settlement: I would like the refund they said they originally said they would give me.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Notebook SVF11N13CXS.

Sony has already contacted this customer. As promised she should receive a $100 gift card and a full refund. We already have discussed the procedures on how we could complete the refund process. We will wait for her proof of purchase to be emailed at [redacted] with the Event number, [redacted] in the subject line of the email.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have sent them the proof of purchase and now await my refund.

Thank you,

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 laptop model number SVF11N13CXS . We offered a full refund in the amount of $809.80 and a Sony $100 gift card to the customer and customer accepted it. The customer will receive the check refund within eight to ten weeks.

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

Consumer

Response:

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

Sincerely,

Review: I bought the Sony TV KDL50W800B on Sep ** 2014. I know that this TV comes with a inbuilt wall mount. I do not want to use the Sony provided wall mount since it cannot swivel.

So I was shopping around for [redacted] wall mount Tv stand. I got one last week and tried to install the wall mount bracket on the TV. The I realized that this TV has only 2 holes for wall mounting. Any wall mount brackets comes with default 4 holes.

With this limitation on the TV, I cannot use any swiveling wall mounts on this TV. This limitation about the TV (only 2 holes) was not provided anywhere on the product description.

I contacted customer support on 12/**/2014 both via phone and online chat. The lady on the phone was harsh on me. She informed that this TV comes only with 2 holes and I should use ONLY the wall mount they provided. She also told she cannot support on this issue, and I need to get a loca technician. When the TV doesn't have enough holes, what will a technician do?

The guy on online chat accepted that this information was not provided on the product description. I can provide the chat text if needed

When someone but a TV worth of $1000, no one expects that it cannot swivel. I request Sont to look into this issue.Desired Settlement: Replacement & compensate

Business

Response:

Dear [redacted]: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony TV KDL50W800B wall mount. We have talked to the customer today and we provided him the correct wall mount. We have ordered a wall mount for him as one time accommodation and provided him $50 Sony gift card as compensation. Customer accepted and agreed to the offer. The customer should receive the wall mount in 7-10 business days and the gift card in 2-3 weeks. If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Consumer

Response:

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

Sincerely,

Review: An advertisement I had been looking at for about a month advertised a Sony Fit 15 \ Flip PC 5VF15N19OX for the price of $599 Customizable. When I called to purchase the item the representative said that it was an error on their part but It was actually $799. I told them that they should honor their advertisement. I spoke to two managers who refused to do so. Any other company would have honored their advertisement because the mistake was on their part. I also have a screen shot picture of the advertisement.Desired Settlement: I would like to purchase the price for the advertised amount of $599 with the 10% student discount the agent told me I was eligible for.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVF15N190X. Sony has contacted

this customer. Per the terms and conditions of our website, Sony is not

responsible for pricing errors. Sony can offer the customer a $50 e-coupon and

a free adapter as an apology to the customer if they rebook the order.

If

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

contact me at [redacted].

Sincerely,

Consumer

Response:

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

[You Answer Here]

I have been in contact with the company who apologized profusely and led me from one department to the next after being put on hold at each department. This has been going on for three days. I was willing to accept the offer only to finally be told that I CANNOT be given the e coupon that was offered as amends because I did not actually purchase a computer. When in actuality, The reason I was given the offer of the coupon and free adapter was not because of an order but a pricing error of the company's.I was also willing to place an order but they still said I would not be given the coupon because I did not make a previous order. I am complaining about lack of professionalism and the company not fulfillng their word of amends and would like some resolution Asap please. They have inconvenienced me greatly. I have been without a laptop waiting to purchase one from their company bcs of this coupon

that was in actuality never to be. Please let me know as soon as possible if there can be a resolution.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15N190X. Sony has contacted this customer. Per the terms and conditions of our website, Sony is not responsible for pricing errors. Sony can offer the customer a $50 e-coupon and a free adapter as an apology to the customer if they rebook the order. The customer would need to contact our sales department concerning this offer.

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

Sincerely,

Review: I am an original [redacted] of a Sony WEGA television which I have owned for about 8 years. It is a high definition wide screen TV. It weighs roughly 200 pounds and requires two strong men to lift.

The TV is currently malfunctioning. When the TV is turned on it comes on for a few seconds and then cuts off. This happens over and over again. I contacted Sony customer support who told me to unplug the TV for several seconds and then plug it back in. This solution works only occasionally. The TV usually has to remain unplugged for several hours before it will start up and stay on when replugged.

I contacted Sony Customer Service and relayed this information. They told me I could take the TV to a Microcenter location or Advisory TV and Radio Labs in [redacted]. As it turned out, Microcenter does not repair TV’s. To make matters worse, Advisory TV and Radio Labs told me that parts are no longer being produced by Sony for my model TV and, as a result, they could not repair the TV. My only other option was to get a 15 percent discount on a new TV.

This TV cost about $1,400 when I bought it new. I consider it to be top of the line and state of the art. For it to be unrepairable so soon after it was purchased is outrageous. I’ve sent a letter of complaint to Sony’s legal department over a month ago. It has not been responded to. All I can speak with is Customer Service (located in Manila, Philippines) who told me they would only offer me a 15 percent discount on a new TV.

Sony should make a concerted effort to aid someone in my situation. For one of their fine products to be considered ready for the garbage after such a short time is unconscionable as a consumer. Sony should make a special case for this situation instead of offering a mere 15 percent off on a new product.

Please advise your assessment of my situation.

Thank you,Desired Settlement: Since the TV is unrepairable because parts are no longer being produced for it, Sony should replace the TV at a deep discount.

Something much greater than 15 percent.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Gary Paul Rich regarding the Sony TV KV-34HS420. Sony has already spoken and discussed with the customer that his unit purchased in October 2006 is more than 7 years past the last market release date of the product. Sony may or may no longer have the parts to complete the repair. This is included in our Terms and Conditions. Furthermore, Sony acknowledges his situation and appreciates his loyalty to the brand, so he was offered a 15% discount towards a new purchase as a good will gesture from Sony. Considering the age and warranty status of the product, Sony still supports his continued patronage and offered him the discount. Sony cannot offer any other option other than what has been offered.

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:It is outrageous that a $1,400 TV which is only 7 years old is beyond repair when a minor repair is needed because of discontinuation of the manufacture of spare parts. What is Sony thinking when customers experience such an outrage? Will I ever purchase a TV from Sony again? Absolutely not! A 15% discount on such an expensive item amounts to practically nothing. This TV is still state of the art a mere 7 years after purchase. It shouldn't be allowed by law. Manufacturers of these high end products should be compelled by law to support their repair after just a few years after purchase. It's a shame that my only option right now is to dispose of this TV because of the lack of availability of parts to perform a minor repair!

[Your Answer Here]

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:

[Your Answer Here]I did not tell Sony to forget the issue at all. Sony simply made clear to me that a 15 percent discount on a new TV is their final offer to solve my problem. This was communicated to me in a telephone conversation Sony initiated, I believe as a response to my complaint to the Revdex.com. After this was made clear to me and I had no recourse with them, the telephone connection was severed. At no time did I tell them to forget the issue. I do not accept a 15 percent discount on a Sony purchase as compensation for my dilemma and expect the Revdex.com to render an unbiased decision on this difference of opinion between myself and Sony.

I simply feel that Sony should be called to task to support their products in a more substantial way than they are doing. To be stuck with a TV that cannot be fixed after only 7 years when a minor fix is needed should not be allowed. Sony merely reiterated their written response to me through the Revdex.com in a telephone conversation. They are not changing their minds about my compensation at all. Does the Revdex.com have to power to do this? I'm not seeing any evidence of this.

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. We have been trying to get in touch with [redacted] again since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, May **, 2014.

The Sony TV model KV34HS420 was released in the market in 2004. Considering the age and warranty status, 15 discount towards a new purchase is the only offer we can give as a good will gesture from Sony. Sony cannot offer any other option other than what has been offered. We consider this claim/case closed.

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

Review: I purchased a set of sony earbuds from toys-r-us in marion, IL. I opened the NEW set when I got home and the right ear bud did not work. I attempted to fill out a warranty claim online, but it would not work for the set of ear buds I purchased. So I called customer service and they couldn't get it to work either, but set up a claim # for me and assured me they would take care of it. A week later I tried again online to set up a claim and got it to work with the same type of earbuds only a different color. I recieved an e-mail saying an agent would be in touch within 24 hours. That was over a month ago. I have replied to this e-mail a few times asking about my claim with no answer. 2 days ago I replied again and recieved an automated reply saying an agent would be intouch within 24 hours. 48 hours later I'm writing to the Revdex.com now. It is my opinion that Sony reroutes warranty work until the consumer gets tired of dealing with it and gives up. They appear to have no intentions of warranting my earbuds.Desired Settlement: I would like a replacement set of earbuds. And if they require to see the old pair I ask they send a prepaid postage box or use the box the new pair comes in and pay the postage, because they failed the day I bought them. And in my opinion that is Sony's responisbility, not the store I bought them from. I want the new pair immediately, not after seeing the old pair, I think I've waited long enough. I do NOT want a Sony gift card. A refund would be acceptable.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDREX33LP/BLU. Sony has contacted the customer but it goes directly to his voicemail. Sony will replace the unit but he needs to email the proof of purchase to us.

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

Review: As instructed by a Sony representative I sent my faulty D VD car charger back to Laredo Texas which has been confirmed that they received it. Since August * I have called upwards of 10 times and promise multiple phone calls or emails back and have received none in regards to my replacement product. In addition I have sent six emails to Sony customer service and have gotten no reply. I have been a loyal Sony customer purchasing their products and warranties for many years and now I'm questioning my decision. I have made it clear that all I am looking for is my replacement car charger so I can operate my product as it was intended. All I am asking for is a replacement to the DVD car charger that I have mailed to Sony.Desired Settlement: Replacement car charger

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 DVPFX750. Sony has contacted the customer and the customer accepted the offer of a replacement car charger at no cost.

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