Sony Corporation of America

Review: The screen on my Sony Xperia Z2 Tablet broke, I sent it in for repair. Less than one month after receiving my tablet back the screen has broken again. Not due to abuse, but normal daily wear and tear that ANY other tablet would survive. Sony has told me that I have to pay for my screen to be repaired again. That would total approximately $900 for the tablet alone excluding cases and screen protectors. Unacceptable. This is by far the worst tablet experience I have ever had. (and I have iPads!)Desired Settlement: I will assume at this point that it is my specific tablet and try an exchange.

Business

Response:

We are sorry to read that the customer has a broken screen on his tablet. Sony will be glad to evaluate the product at our repair facility.

He is welcome to contact our Call Center at +[redacted] between the hours of 8AM and 11PM EST to have an RMA setup so we can evaluate the damage.

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:

They are not offering to exchange my tablet or replace the screen. I know it can be "evaluated," which will result in being told I have to pay to fix it again. I've already been told that by a customer service representative today.

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

Sincerely,

Business

Response:

Our repair center has received the customer’s tablet and evaluated the damage on the unit.We have attached images that show that the tablet has damage that was not caused by a product defect. The customer has been provided a quote of $165.21 (plus any tax) to repair the damage on his tablet.

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:

Just as predicted, Sony is demanding another payment for my screen replacement. There were only two possible conclusions: 1. The tablet was defective in some way, causing the screen to break much easier than other tablets. In which case Sony would have fixed it.2. Sony just makes really, really poor quality tablets that are far more fragile than any competitors.We have now found that Sony's products are just not up to par with any other comparable brand when it comes to durability. I do not expect them to make Motorola grade devices, but the tablet should be able to hold up with day to day use.

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

Sincerely,

Review: I purchased a TV from a local retailer. As a part of the purchase of the model I purchased I was to receive a free [redacted] subscription for six months. After taking a year to upgrade my satellite service to HD, having to purchase a new wireless router, and changing my internet service provider I finally tried to activate my subscription. I could not find anywhere how to activate this subscription so I called Sony customer support. After explaining my situation to the customer service person that answered the phone he said that there was nothing that could be done. He said that since that promotional time was over there was nothing that anyone could do. I questioned that there was not one person that could do anything to resolve this and he said no and then proceeded to tell me since no one could help me that the conversation was over. For this reason I will NEVER purchase another Sony product. He made no attempt to try to satisfy my dissatisfaction by transferring me to some one who could help resolve the issue. Sony is a big corporation and I find it hard to believe they can't resolve my issue that at most would have cost the normal consumer $50. Well after buying a TV and Blu-ray player that cost $1,600 they have lost this customer business forever. I am sure there will be many more electronics purchased by me in my lifetime but I can assure you the brand will not be Sony,Desired Settlement: The only outcome that will bring my business back is exactly what they advertised as part of the product purchase - a six month free subscription to [redacted]. I do not ask for nothing more than what was originally stipulated

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL60R550A and the [redacted] promo. Sony has already contacted this customer unfortunately we were not able to speak with her directly. Sony would like to advise the customer that, this promotion has expired and is no longer eligible for redemption. The promotion ended on 12/**/13 and the redemption deadline was 4/**/14.Sincerely,[redacted]

Review: Sony is sending mailing via [redacted] to my daughter [redacted]. I called them and asked them to remove her from their mailing list. When I called (Twice) they requested her email and said they could not request the stop mailings.Desired Settlement: STOP sending SONY mailings to [redacted]

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her daughter receiving mails from Sony. We contacted this customer already. We informed her that we don’t have any information of her daughter saved in our database. Thank You,[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 called them regarding this and they also called me regarding the marketing mailings being sent to my daughter. They must have her information somewhere in their database to send marketing material. So I DO NOT feel this has been resolved

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her daughter receiving mails from Sony. We contacted the customer already, however we were not able to talk to her directly. We would like to help her get this problem resolves. We don't have any information of her daughter saved in our database, it could be that her daughter is still subscribe to other Sony applications, or she might have an account in Sony Style. We would like to refer her to [redacted] she may reach them at ###-###-####, she would have to personally unsubscribe to this. Thank You, [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 called Sony prior to my Revdex.com complaint. You would think that call and this complaint would tell Sony to simply do what I asked and UNSUBCRIBE and REMOVE my daughter [redacted] from their mailing list.

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

Sincerely,

Review: E sales including apps, purchases from Internet content is treated as a material good under the consumer laws. Over advertised an expansion pack that underperforms, and changes the entire enjoyment of the product. At $20. It's half the cost of a game yet renders the time already spent playing it as worthless. I didn't pay 20$ to reset a game. Which is essentially what happened. Within 1-2 hours of playing. I don't feel like playing it anymore. It's false advertisement, and a bait and switch scam. Stating there is no refund policy for purchases made in the online store. [redacted] has already been through this, and forced to create a refund/uninstall policy by congress. Sony customer service is just a ploy to get someone to go away.

Product_Or_Service: Expansion pass 1Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund customers and change store policy.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Our attempts to talked to the customer were unsuccessful. We would like to get more information about this problem. He may reach our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm Eastern Please provide the event number [redacted]. Sincerely, [redacted]

Review: I went online to Sony's webiste where they have items for sale and have pictures of what they look like. I inquired about a MP3 player that is blue. I looked and the picture advertised of colors lack the color blue in what is for sale. I called and wrote about this and was not given an answer. I asked why they still advertise the blue if they do not have it, and was still not given an answer.Desired Settlement: My desired outcome is to have a blue MP3 player manfactured to be since they have a picture of it advertised as an option on their website.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony MP3 Player. Sony tried to contact the customer via phone yesterday and today, however, it went to his voicemail. We left a contact number ((###-###-####) for the customer to call back and we are still waiting for his response. We would like to know the model number of the MP3 player and the specific website where he saw the advertisement for the said product as the Sony store online close down back on August **, 2015. Therefore, if the product was advertised by third-party companies, Sony does not have control about the items being offered from their website(s). In addition, we would like to know where he sent the letter to request the availability of the blue MP3 Player so we can check into this case further. Thanks, Jim C[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 contacted them today. Gave them model humber NWZ-E380, was never able to speak to the caller, Grace, even when I asked to do so, at least twice. I was told it was not updated and was out of luck. They have a pink version not advertised. Why advertise something you do not have. I want a call from Grace or to somehow be fonnected to her, not put on hold by the wrong department when I call.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:The representative who left a message to the customer didn't have a direct line for the customer to be connected with. Therefore, Sony's toll free number was provided for the customer to call back. A plan was also noted on file so the next representative who will take the call will relay the plan to the customer to address his complaint. But since the customer wants to speak to the same representative who originally contacted him, the same representative tried to get a hold of the customer today but it was still directed to his voice mail. We would like to inform the customer that if the blue MP3 Player was being advertised on the Sony store website during time, Sony will no longer be able produce the same product as the store closed down back on August **, 2015. Thus, Sony considers this case resolved.Thanks, Jim C[redacted]

Review: My Sony TV caught fire at the end of March. I had to put the fire out with a fire extinguisher. I contacted Sony. They said they would send a tech out to my house and claimed that if my TV couldn't be repaired they would replace it. It The tech came to my house on or around March **. He took pictures of the fire damage on the TV and submitted them to Sony. On April * I received a email from Sony saying my claim was complete and in the email explicitly said it was to be either repaired or replaced. On the following calls to Sony starting April [redacted] regarding my case/reference #[redacted] they said the TV was not repairable and I would be getting a replacement TV. I also asked if I could clean up the dust from the fire extinguisher and they told me to leave everything in place. So for the past month I have had a tv surrounded with fire extinguisher dust sitting in my home while they have kept putting of sending me a TV.

I was told that I would be getting a replacement TV shortly and they would be in touch with me within 24-48 hours everytime I called. Every other 2 days I would call and ask the status of my claim and I kept getting the run around, once they said they were looking for a comparable TV to replace it. Finally on Thursday April 10 Sony contacted me. They asked me for photos. I told them the tech they sent had sent them photo's. They said yes, but wanted more. So I have provided them. I still have not heard back.Desired Settlement: I expect them to hold up the agreement that is stated in the email dated April 1 and the multiple conversations I have had with them saying I will be getting a replacement TV. I do not want a credit from them to purchase a new tv. I want them to replace my tv like they said they would. I have a copy of the April 1 email, where they say repair or replace, it says nothing about a credit towards a new tv.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Marvin F[redacted] about the Sony Grand Wega TV - [redacted]. The customer was contacted by Sony and was that the evaluation on his TV did not appear to be a safety related issue. Therefore, the exchange or repair for his TV will not be accommodated. Nonetheless, as a goodwill gesture, the customer was informed that he is eligible to get replacement TV at a lower price. The customer will check for the models he may be interested with and will contact Sony. Sincerely, [redacted]

Do not do business with sony!!!!! If you do, don't be dumb enough to purchase any games through playstation network! I bought 3 games through their network before someone stole my credit card and made fraudelent charges. I disputed my credit card and got my money back, in return my ID was banned, thus not allowing me to play any of the games that I already paid in full for! I called customer service and they kept saying the same statement over and over again, and when I had a statement that made their answer seem incorrect their was an awkward pause for about 15 seconds because their service agent did not even know a logical rebuttle. Please do not waste your money doing busness with these crooks. I will personally never do business with them again, and will make sure that none of my family or friends will ever purchase another sony device again. Along with that I am going to dispute my purchases with my credit card company, which will give me a full refund because they care more about their customers or atleast want repeat business or referals so they will help me out, unlike playstation who could care less.

Sincerely,

The most unsatisifeid customer around

I am a photographer and film director and have experience horrible customer server on a lens replacement involving my time and money. The lens I bought stopped focusing in less than 90 days [redacted] all I want is a replacement lens and Sony would not assist. I know on my next lens and purchase for my next film or project will NOT be on Sony equipment. I am throughly disappointed!

Review: I purchased a Sony CDP-CE500 Compact Disc Player that stated it had a 5-disc carousel and was a cd changer. The unit plays only one cd at a time, stores 5, and at the end of each cd, the unit must be instructed to play the next cd. This is in essence a SINGLE disc player, with storage.Desired Settlement: I believe that the item was misrepresented. I paid $149.00 for a CD changer, and I already have a SINGLE disc player, I don't need two. A refund of the purchase price was requested from Amazon Seller Electronic Express, however the 90-day return window expired. I bought this item on March **, 2014. I am totally dissatisfied with the response that I got from the Sony support department, where they told me that the unit plays only one CD then stops, so it is functioning correctly. A full refund of $149.00 is the only desired outcome, and I can return this unit to Sony if needed. This is the worst case of implied function that I have ever seen!

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 had purchased a Sony XBR55X850A in late 2013. That television began shutting off on its own and had severe light bleed coming from the corner of the set. Sony offered me a replacement in the form of an XBR55X900B for an additional $1000.00 US dollars. I received the XBR55X900B on 5/**/2014. In early May 2015, the television restarted itself several times and was blinking a red LED at the bottom. When I contacted Sony they turned the case over to Customer Relations. Customer Relations did not contact me for 4 weeks. When they contacted me they had an offer of a refund in the amount of 3877.60, which is less than the amount that I paid for the XBR55X850A that was 2999.99 before tax and the additional $1000.00 that I paid for the XBR55X900B. When I asked for a comparable replacement Sony refused and said they had none available. Based on my experience in the prior year I found that to be untrue. So now the total time for me to get a check up to this date is estimated to be 3 months or more. That is completely unacceptable to me and I feel as a consumer that I am being corn-holed into accepting a resolution that I am not satisfied with. The case number with Sony for this situation is [redacted]Desired Settlement: There are many TV's that Sony manufactures that are of equal value to my XBR55X900B. I wish to have my television replaced so I am not sitting around with absolutely no television for another 4-8 weeks while I wait on a refund check, based on the level of service I have received so far I believe it could be longer than that.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony XBR55X900B. Sony has contacted the customer and we offered him a buyback for $3877.60. Customer refused the offer and would like to get a replacement TV. We explained to the customer that same or comparable model is not available. We don't want the customer to wait any longer and this is why we are reiterating our offer for a buyback. To further explain the Sony warranty that the customer has, it is true that a refund or a buyout is not part of the said warranty but on a unique situation like this we need to step up and offer a solution that would still be favorable to the customer. This will be Sony’s final offer. Sincerely,Jim C[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 taken over a month and a half to reply to my issue with a resolution that is unacceptable due to tha amount offered being less than I have paid and also due to the fact that the turn around time for this refund which is outside of the warranty agreement will end up being 3 1/2 months to reach any resolution which is absolutely unacceptable.

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 XBR55X900B. Sony has contacted the customer and offered him a comparable model, the XBR65X900B. Customer accepted the offer. We have processed the replacement and customer will receive it within 2-3 weeks. We shall monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

Sincerely,

Review: Every since I purchased this Product Service #E58280811 Sony Tablet S in March of 2012 I have sent it to repair, being without a tablet over 3 times. Every time just finding out from speaking with rep ** that it has been the same tablet being sent back to me. Today on 8/**/13 I received an email from rep [redacted] saying to call in to discuss my repair. I called on 8/** spoke with a rep that said I owe a bill of $200 something. The other 3 reps I spoke with prior to sending in my tablet said will take care of my tablet for me and make sure I'm happy this time. Never was it said that I will owe a bill. I am completely unhappy with my service and ** attitude of saying, 'there is nothing he can do and cant help you.' I am completely stressed out and depressed from this whole experience of never having a good working tablet from the first day I purchased it and your Company Sony's Customer Service.Desired Settlement: I would like my money back or a New tablet NOT the same defective Tablet that cannot function correctly over a 3 month period.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SGPT111US/S. Sony has not been

able to contact this customer through the phone number and email address

provided. Our plan is to offer [redacted] a full refund. We would need a copy of

the sales receipt and the unit returned to Sony first before the refund check

would be mailed. [redacted] can contact Sony at ###-###-#### and refer to her E#,

If

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

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

Sincerely,

Review: I purchased the Sony Xperia Z (Serial # [redacted]) on 10/**/2013 from TMobile store [redacted] for 529.. + tax a total of $561.79. This phone is advertised and sold as being water resistant up to 3 feet however; the first time this phone came into contact with water it was rendered useless due to water damage. I first contacted Sony Xperia Contact Center on 11/**/2013 (Service Request: [redacted] / RMA Number: [redacted]) in an attempt to have the phone repaired or replaced due to the obvious defective device and I was provided instructions on how to send it in for repair. The phone was returned to me unrepaired with no indication of why the phone was unrepaired. When I contacted the care center again I was advised that the phone was beyond repair and that liquid damage was not covered under the warranty. I have been contact many times since I received the phone back by phone and by email and have not been able to resolve this dispute or get the phone replaced or repaired.

I would also like to point out that the phone is advertised as "water resistant design stands up to the wettest of conditions, even complete submersion in up to 3 feet of water for up to 30 minutes at a time2. So snap an underwater pic at the pool, catch up on your emails during a leisurely soak in the tub, or swipe through a recipe with wet fingers worry free." (see link below) which was quite obviously not the case for me. I am positive that all precautions were made to ensure that the phone was secure and all port covers/flaps were securely closed before the phone water resistance was tested. Since I have been unable to resolve this complaint with Sony directly after months of contact I am filing an official compliant in hopes of obtaining a refund as a dissatisfied customer of a defective product. [redacted]Desired Settlement: After months of unanswered contact with Sony Xperia Contact Center with no resolution I have since replaced the purchased device and would like a refund for the purchase price.

Business

Response:

We are sorry the customer has liquid damage in her phone. Repair center testing confirms that her phone does seal properly if all covers are completely closed. If the phone is exposed to liquid without all of the covers being completely closed, water will enter the phone causing the damage her phone has.

Her phone cannot be repaired and it will not be replaced.

Consumer

Response:

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

I do not consider this an acceptable response from Sony as I have asked multiple times for documentation of the testing they performed and the results of such testing. Sony has failed to provide any documentation of testing conducted after reciept of my phone and no results have been made available for my review despite several follow up calls to them for this information.

I would like to review test results that have led to Sony denying my claim of a defective phone and false advertisement of the water resistance capabilities of this phone.

Thank you,

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 have reviewd the "Results" provided and do not consider this proper documentation of testing done to my phone. The image provided as a result of the phone passing testing doesnt indcate where, when or by who the testing was performed nor was there any documentation that this result was from testing performed on my specific phone. Please provide more formal documenation specific to my device identifiable by phone seriel number or any other methods of verifying testing was done on my device when when my phone was in the possession of the Sony Service Center.

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

Sincerely,

Business

Response:

Sony Mobile has previously provided proof the customer’s phone was not damaged as a result of a product defect. Her phone cannot be repaired and will not be replaced.

We consider this matter closed.

Review: Purchased a sony 64gb memory card from [redacted] on 12/**/13, used it in my camera for a few months until it stopped working entirely late feb 2014. Contacted sony via phone and was given an RMA number ([redacted]) and instructed to mail it to Sony's [redacted] at this address:

Sony Service Center [redacted] They received it on March [redacted], I heard nothing nor received any replacement, and I attempted to call sony on March [redacted], and was put on hold for about 45 minutes until I gave up and contacted their social media team on [redacted]. They promised me on the [redacted] that I would receive my replacement within 2-3 business days. I waited a week until April [redacted] and asked where my replacement was, and the social media team told me they didn't know and they would check with the facility I sent the defective card to. I waited another week with nothing and told them that the depot has had my nonworking card for about a month now, and if I would ever get a replacement. They said they don't know and they would follow up. I waited another week and asked them and they still have no answer. I am at my wits end with this situation.Desired Settlement: I either want a replacement card that works or a refund for the $33.99 I paid for it.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SD Memory Card SF64UY/TQMN. We contacted this customer on April **, 2014 and we already provided him reimbursement for $33.99.

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]

This is completely false, I have still not yet received a check.

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 contacted [redacted] on May **, 2014 and explained that Sony has processed sending him a check amounting to $33.99. The turn around time of the check is within 2 billing cycle which may take 4 to 6 weeks. Sony Reference Number [redacted] shows the request for check reimbursement was authorized on April **, 2014. We advised [redacted] that he should receive the check 4 to 6 weeks from April **.

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

Review: We received a sound bar as a Christmas gift for Christmas 2013. The sound bar completely stopped working in May/June of 2014. In July, I called the customer service department and was informed that unit is within warranty and that the repair would be covered. I specifically asked if I need to supply receipt and was told no because I had called and reported the problem before the date the unit hit the US market. I was also told that I will be emailed a shipping label and to send the unit for repair. The shipping label never arrived. A week of two later, we had to call again regarding the shipping label which was send that day. We sent the unit for repair. The next call I received was to tell me that it will cost $130 to repair the unit bc I didn't provide receipt. I explained what I was told on the phone initially and that this was a gift and I would prefer not to have to call the person who gave this to us and ask for a receipt. The response was the same. Otherwise, the repair would have been completely covered by warranty. I had to call numerous times - every time I called I spent at least 30

Minutes on the phone. The customer service representatives are completely unhelpful - there are no records of previous calls or so they say - the only way to speak to a supervisor is for you to email a supervisor - absolutely horrible customer service. Finally, the service center decided to make an exception and repaired the unit and sent it back. The unit arrived and worked for a day and now the unit does not work again. I just got off the phone with the customer service reps and was told to ship the unit but the shipping charges are no longer covered by Sony. I am astounded at this ridiculous level of customer service - this unit is under warranty - I had spent hours on the phone to get it supposedly repaired - the unit was obviously not repaired properly

- was treated like dirt by every customer service rep - and now I have to pay for my own shipping charges for something that should be fixed the first time around? This is absolutely horrible. While I have been a great Sony follower and have bought numerous products, this experience has changed my view on the brand.Desired Settlement: I would like Sony to fix the problem and honor it's warranty without me having to pay for shipping or repair.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony Component Sound Bar/Front Speaker SACT260H.

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

honor the warranty for her unit and will also accommodate shipping. She may call us at:

Reference number: [redacted]

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

Sincerely,

Review: Dear Revdex.com,

This complaint is regards to Sony Inc. This is in regards to (repair via warranty) work order #[redacted], for a DSC Cyber shot DSCTX20/ serial number [redacted]. To be clear, I am a long time Sony customer, from water proof housings, to the first HDR camcorders, and completely disappointed by the lack of customer service your repair department has, and the authority is has.

This camera was sent in for warranty/repair by myself in the spring and fall of 2013 (two times), for the device malfunctioning in more than 1 way. Both times I was sent a new device, in which the same defect occurred; not powering on, or taking pictures properly before, during and after being in 2.5 feet of water (not performing to its specifications). After being fed up with the process of dealing with a device (that was not only improperly engineered, but in no way does it meet its printed specifications) I was told by a [redacted] (see case notes in event ID log), that if upon receipt of the replacement device (repair #2) if I still had the same problem, I could pay "slightly more" than what the orignal cameras purchase price ($200) was to upgrade to the TX200v (a higher model which seem to be more properly engineered). This of course is why I sent the device in the 2nd time. In the spring of this year 2014, the camera (with the exact same type of usage, no more than 2.5 feet of water), had the same defect occur again, power failures, and lens shutoffs. I then sent the camera in again. This time confirming the agreement of the [redacted] in the past, that I could go ahead and pay the additional amount to upgrade to the tx200v. I was told if the same problem existed the resolution earlier discussed would be honored. Upon receiving an email on 5.**.2014, that the device has corrosive damage, and that the warranty would not cover that (since the camera cant meet its minimum specs, its obvious why would it be able to endure anything). I was then, (with the utmost ridiculous resolution possible) was offered to purchase another below average camera from SONY, the TX30/P, for the price of 200$ in which they would keep my "corrosive camera" This was beyond absurd, why would I pay 200$ for a "garbage" camera, and let you keep mine, when that same camera (TX30/P) is 200$ on yours and every other website? Furthermore, why would I agree to such (for the lack of a better word) "stupid" suggestion, when we previously discussed the camera(the Tx200v) that should live it up to its minimum specifications. We are talking about taking a camera in 2.5 feet of water, and your company can't even stand by its product? I then called the repair facility 3 times, in which I asked for a [redacted], and I was refused all 3 times for this request. What in god's name are you (SONY) teaching your reps, and repair staff? When a long time customer has an issue (reviews of this camera after proper research show similar issues, although your department refuses to acknowledge) you treat them with such a lack of care, no actual resolution, and dont back your product, and then encourage them to buy a worse one? I am contacting you to see if you can provide the resolution that was promised or an alternative one that makes sense.

I of course wish to reach a resolution in a non legal, civilized manner of course.

Thank you for your timeDesired Settlement: Replacement of current defective camera (not by use, but by design flaw) for the tx 200v, as promised originally.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Cybershot/Digital Still Camera DSCTX20/B.

Sony has already contacted the customer. We already discussed that the last replacement was processed on 2/**/2013 [redacted] Work Order Number: [redacted], due to this reason we can no longer accommodate a replacement. However we still offer him a 15% discount on his next purchase.

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

Sincerely,

Review: I bought a Sony home theater system from [redacted] on November **, 2013. Model: BDV-N8100W Serial number: [redacted] I paid $700 for the unit. I have the receipt and provided it to Sony.

The speakers on this unit worked fine, but there were 2 issues with the blu-ray player. (1) the HDMI connection was too weak to make a connection to the television. I tried several HDMI cords, and ended up having to tape the connection to the back of the unit in order to get any kind of signal. The second issue (2) is that when you place a disc in the player, it says “No Disc” and will not play the disc. I tried all of the trouble shooting options offered, and it still would not play.

As issue #2 was more recent and serious, I contacted Sony and since it was still under warranty, they agreed to exchange the unit. I was instructed to send the ENTIRE unit back, meaning the speakers, the subwoofer, the blu-ray player at a cost to me of $140 in shipping, when all that needed repairing or replacing was the blu-ray. But again, they said they would exchange the unit.

For 29 days I have been trying to get a straight answer about when I can expect my new unit. Last week, they told me there was a mix up and the unit actually has to be repaired, not exchanged, except they don’t know where the unit is, when or if it will be repaired. I begged for someone from customer service to call me back. I begged to talk to the representative’s [redacted]. I was told at one point a [redacted] would call me in 2 days. That never happened. Then someone promised they would call me back by the end of the day. That never happened either.

I feel like they basically stole my property. I have called almost daily with no information given, except to stop calling them. Sony does not stand behind their products, and their customer service is non-existent. They've had my unit in their possession for 29 days now, and I still cannot get a straight answer on what is going on. I ask to speak to a [redacted], and they say things like "I do not have the power to escalate this." They state someone will call me back within so many days. Those days elapse and I hear nothing. I have been dealing with their Laredo TX staff. However, I was also instruction to email their social media support after leaving a negative review. I did so, to no response, even after several weeks.Desired Settlement: At this point, I'd like Sony to reimburse me for the unit they have in their possession as well as my shipping fees to send the until back to them. The cost of of the unit was $698 (I have the invoice) and the cost of shipping the unit back to them is $139.50. I have receipt proof of that price as well. The total owed to me is $837.50. I'd rather be reimbursed than do further business with this company. They have failed to keep their customer service promises.

If this is not reasonable by Revdex.com standards, Sony still needs to reimburse me the $139.50 shipping costs and also needs to give me a work order # and plan with estimated date my product will be returned and a tracking number when it is shipped. I need to hear from them within 24 hours that they found my unit, have a plan and a scheduled date. Today is Oct **, 2014.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Blu-ray Disc™ Home Theater System model number BDVN8100W. Sony has already contacted this customer unfortunately we were not able to speak with him. The call was routed to his mailbox. We will not reimburse the cost of shipping however as one of our valued customers, we are offering the customer a replacement for a brand new unit at no cost.

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

Consumer

Response:

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

You had many chances to resolve this issue and are not a trustworthy company. Someone DID call from Sony and I TALKED TO THEM on 10/**/2014. I spoke with [redacted] from customer service ([redacted]), who told me to forward my proof of purchase for an exchange of my unit to [redacted]. I did so THAT DAY. She PROMISED my email would be returned within 24-48 business hours with a response and a tracking number of my replacement unit. This never occurred. I received no replies. You received my unit September **, 2014. The original person I spoke to said the unit would be checked in and I would be sent out a new one within 5 days. I had an event I was hosting on October [redacted], and I needed the unit before that time for the event. I would have never sent you the unit knowing this would happen. Seeing as you did not ship one, I had to go out and purchase a similar [redacted] surround sound unit for $717.94 so that I had one for the event. So I don't even need the Sony now. Keep it. Just send me a check for $837.50 (for the value of the unit plus shipping).

-[redacted]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVN8100W. Sony has already contacted this customer and offered a brand new replacement model BDVN7200W. The customer refused the offer as the original unit that was sent back to him is already working. The customer just requested to be reimbursed for the shipping amount $139.50 that he paid for sending the unit to our repair facility. We have already processed a check refund with a turn around time of 8-10 weeks and advised the customer about it.

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

Review: I called Sony and told them my official Sony stereo headset was not working so they told me to send it to them I sent it on the [redacted] of oct. and my signature tracking told me they try'd to get a signature on the [redacted] they did not get a signature tell the [redacted] and I never got a email from them of them getting my headset I have called them 9 times and they ask for me to send them proof of purchase I have several times with nothing in responce and the last two time I dealt with vary unprofessional jerk who treated me like crap for no rean then hung up on me and this time I try'd I waited to talk with someone and they hung up on me without a word I have not got my headset sent back to me are anything they keep giving the same answer when I type in the case number theres a problem with your case hold on to talk with someone and my hearing has started getting bad from having to use my cell phone headset or sony's one that came with the ps4 that hurts my ear because its way to big to go in your ear without it making it hurt all I was is them to send me my headset back at this point I have talked with them on the phone for hours with no results they keep saying they are sending me a new headset out are fixing mine and sending it out witch they are clearly not doing anything but not contacting me are sending my headset back and im done trying to call them just to get lied to everytimeDesired Settlement: I want my headset replaced its been a month and that is not acceptable to take this long and give someone lies every time and I have been respectful towards them in till they are jerks I have had my ps4 controlers im on my 3rd ps4 system replaced and I still have been nice in less they start being jerks for no reason at all.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted]. Sony has tried contacting the customer several times, but we were not able to speak to him. For further review, we need details about the customer’s issue.We’re looking forward to having this issue resolved. 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: They have tried to call first thing in the morning there time and im pst im 3 hours behind there time thats why I haven't answered there calls

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]. Sony has tried contacting the customer again (9:58 PST), but we were not able to speak to him. We spoke to our repair facility to follow up the status of headset they're still waiting for the confirmation from the department who received it, they gave an estimated time within this week and they will be the one who will contact the customer directly once they have information.If you have any questions or require additional information, please feel free to contact me at [redacted].Sincerely,[redacted]

Review: I purchased a replacement Sony Vaio laptop in 2011 after my laptop from college had a hard drive failure. I expected this replacement would first and for most, WORK! Second, I expected the customer service and warranty to be beyond reproach after my previous experience with Sony and the 5-year life span of my previous laptop and Sony Ericsson phone. This has not been the case. The 2011 laptop was extremely problematic. After nearly 2 years of battery, hard drive, power connectivity issues, Sony Support delays, and data loss, the machine was finally replaced in February of 2013. These issues cost me billable hours, project bids, time, and money. I wanted out from dealing with Sony's equipment then. I experienced first hand that the laptops sold by Sony could NOT handle the architectural and 3D engineering programs I required. Unfortunately, in 2013, my extensive case history and lose did not matter to Sony. The several MONTHS of problems only warranted an exchange, and I was forced to pay the price difference for a new model. This on top of the expense of several batteries and data retrieval. Without any other options, I was forced to comply and pay additional fees for a new warranty and 'upgrade' . It is 2014 and the same problems are repeating themselves; all due to a manufacturer flaw. The fans are too small for the laptop, leading to overheating the machine, damaging the battery, hardware, and connections with the power source. My 'new' machine is exhibiting the same symptoms; overheating, power communication from the battery to the hardware, data loss, and sudden hardware failure. The problem is in the design of Sony laptops - they simply cannot handle the processing power required for architectural and engineering work. My experience with Sony, and the past 2 weeks of unresponsive 'customer support' have me trapped seemingly in a pattern. I guess this is how Sony does business. There is no telephone number for Sony customer support, only a general e-mail address.Desired Settlement: For this matter to be resolved in my eyes, I need a NON-SONY working laptop of which I can depend. I CANNOT depend on Sony after my 4 years of experience with their equipment, and their sale of their own computer dept to a third party vendor. Also I require reimbursement for the additional battery, the additional 2-yr warranty (which they also sold to a third party vendor), and the latest 300 dollars in data recovery charges due to hardware failure.

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 SVS1512DCXB. Sony has contacted the customer and the customer accepted the offer of a refund for his unit plus $200 Gift Card as a goodwill gesture from Sony. We are currently waiting for an update from Sony Store regarding the rental information so we could check how we can assist the customer with that. If you have any questions or require additional information, please feel free to contact me at [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:

We have come to terms and I have signed a settlement letter per the request of Sony, but NO check has been sent or issued as of yet. I am told by [redacted], of the Sony Executive Office, that I will not receive a the settlement check for 4-6 weeks. I can ONLY confirm a resolution once the settlement check from Sony clears. I have received a gift card from Sony, but The Sony Store in [redacted] has added to this delay by not accepting the laptop from Best Buy because it was delivered without a charger. I have agreed to also return a replacement charger [per the request of the Sony Store [redacted]] to expedite matters. This will be delivered on Saturday NOV. **, 2014. It should be noted that the replacement charger is being returned at my cost, another expense of which Sony is not taking responsibility.

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:

SETTLEMENT CHECK HASN'T BEEN DELIVERED.

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 SVS1512DCXB. Sony has contacted the customer but was unable to get hold of him, we left him a message about the check. The check was approved on 11/**/2014 with the amount of $414.05. The customer was given a time frame of 4 to 6 weeks to complete this process. Sincerely,[redacted]

Review: I purchased a Sony DSC WX350 Camera and I was not happy with the quality of the photos. I made the purchase from Sony.com. On the Sony.com website, it clearly states for returns "to avoid shipping charges bring the return to a Sony store." When I brought the return to the Sony store I was told that I would be charged for return shipping. When I called customer service I was told that return shipping charges were at the discretion of the [redacted] I ended up mailing the camera back and paying for return shipping charges, after I had spent my time and gas to get to the Sony store where I was supposed to be able to make the return with no shipping charges.Desired Settlement: Shipping the return back to Sony cost me $14.26 and I would like a refund. In addition - every Sony employee I spoke with provided terrible customer service.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony DSCWX350/W. 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. 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]

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]

It has been a week since I e-mailed a scan of the receipt for the shipping charges, and I have not heard from Sony or received any reimbursement.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony DSCWX350/W. We contacted the customer, how ever we were not able to talk to him directly. We advised him thru voicemail that a check request has been created on 01/**/2015. The turn around time for the customer to receive this is 4-6 weeks. This will be under order number [redacted], amounting to $14.26. 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 not yet received the refund. My complaint will be resolved only after I have received the refund. Thank you.

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

Sincerely,

Review: Sir/Madam,

I have purchased a Sony 50" LCD TV (SKU: KDL50W800B) from online Sony Store ([redacted]) on December [redacted],2014. Latest I realized that the TV does not support PAL video format .I got the information from online and I confirmed it later.While the product was in transit (of the shipping process) I tried calling the customer service on returning the item.They told me the return policy is mentioned in online .It is stated as below:

[redacted]Returns in Store

"In store, online and over the phone purchases can be returned at a Sony store. For returns requiring shipping back to Sony unrelated to a defect, you will be responsible for all return shipping and packaging, including all associated fees. To avoid shipping charges and to expedite the return or exchange, please visit one of our Sony store locations. When returning at a Sony store location, a valid photo ID will be required. For items purchased online or over the phone, please provide the order confirmation document or other valid proof of purchase in order to process the return."

My interaction with customer service is already noted in their system.I told them I will be returning the product in the nearby Sony Store.

I went to Sony store which almost 30 miles from my home at [redacted] (Ph: ###-###-####). Even I called the store and they also told me to bring the TV. But when I brough the TV to the store on [redacted] December 2014 with my un-opened TV package,RMA# printed label , the [redacted] ) told me that he could not take it and I have to ship the package back to the Sony at my own expense.The reason he was syaing is that online RMA instruction says as

"Ship your return to the address below within 14 days using your choice of carriers. For your protection, we recommend that you return your item(s) using a carrier that provides a tracking number and insurance." .

The [redacted] did not accept my return label,un opened package and asked me to go some shipping center and do it by myself. So I went to nearby [redacted] store and paid $83.27 and shipped to the given return address.

In the order form which I received along with the TV package clearly says that "Any Sony Store can process your Return". Online policy says I can return the product to Sony store.Customer service is also confirmed the same. I went ot Sony's direct store and it is not even a re-seller.But in reality Sony or the particular Sony Store is not following the policy.

Because of this,

I had to spend around $84 for Shipping.

I had to waste half of my day during the holiday season due to traffic and the crowd.

I had to travel almost 30 miles from my home with the package.

Also the said Sony store is in big shopping mall with huge crowd and you can understand the difficulty in bring the package to the Store.

By facing all these issues and finally [redacted] refused to accept the return merchandise. I can submit all the documents to substantiate my claims. The return [redacted] tracking number is [redacted].Desired Settlement: I am humbly requesting the officer to look into this kind policy violations and please advice me what should I do to escalate this matter. I used to make several online purchase from [redacted],Sony etc. This is the first time I had such an experience. Definitely I need the refund back along with the shipping charges which I spend. Please advice me on the time,fuel,mental trauma which I had to face due to this.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about the Sony KDL50W800B. We already talked to the customer, and processed an order to refund him with $150.00, for the amount that he has spent for sending back the unit to Sony.Turn around around time for the check that was approved today is 4 to 6 weeks. The order number for the check request is [redacted]. Sincerely,[redacted]