Sony Corporation of America

Review: Extended warranty plan coverage wasn't honored in a timely manner

I purchased a Sony vaio computer last june** 2013 together with an extended warranty plan with [redacted] which expires on June 2015 paid 800 for computer then 160 for extended warranty (price are just estimate as of this time trying to locate receipts)then last August 2014 I accidentally dropped my laptop and got broken so I called Sony to file a claim but I need to go abroad for some personal reason and I couldn't wait for their package so when I came back in the country I gave them a call and told them of my issue and asked them if I can send my computer by that time and if it's ok to put it on the package they sent me the first time since it's already in my place they then agreed on that and I also asked them how long would it take for repairs to be done on my laptop they then told me in a week or two it will be done and if it's beyond repair they will just replace it and the contract is fulfilled if they do so this was oct 2014 and since then I haven't had my computer in my possession and it's already February of 2015 all I know as of this moment is that they have sent it to [redacted] and [redacted] still waiting for parts then Sony offered to buyback my computer so I asked them why and told them that it's not written on our extended plan that I had purchased thru them and also asked them if it really cannot be repaired then I can look at that option if they also at least cover half of upgrade that I bought specifically for my laptop which totals to $360 because I spent $720 for parts upgrade then I can consider what they are offering but since they told me that it can be repaired and the parts are available during that time I am willing to wait so my upgrades won't go to waste and they agreed that they will repair it but right now February** 2015 they said that parts are no longer available but a couple of days ago they told me that parts will be in their possession by mid February and they confirmed it my concerns are they should have known it if the parts won't be available since the beginning and not waited until today to tell me that isn't available the fact that they waited 4monthsbefore they decided that it can't repaired is pretty much frustrating...

ADDITIONAL DETAILS:

Case is being handled by another organization: [redacted]Desired Settlement: Honor their extended warranty plan that if they can't repair it then provide me a comparable unit if not better for the time that was water because of their incompetence and have them sanctioned for misleading ordinary consumers like me that put my faith in buying extended plans so I would not experience difficulty in acquiring necessary repairs when this kind of thing happens that I would have a stress free experience for the reason that I have extended plan with [redacted] at hand so if situations li

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about his Sony SVE14A35CXH. We contacted the customer twice, however we only reached his voicemail. Initially, the parts that were needed to fix the unit was not readily available. Sony is no longer with computer business, so we cannot provide him a replacement. Sony offered him a full refund for the unit to honor the extended warranty. Upgrades to the customer’s unit is not part of the warranty. Now, since the customer was willing to wait for the parts to be available, we advised our service partner [redacted] to proceed with the repairs. We asked more patience and understanding from the customer. This may be a long wait, but we are also looking forward on resolving his issue. We would also monitor this case for the customer. Sincerely, [redacted]

Consumer

Response:

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

[Your Answer Here]

I tried calling sonys parts dept and try to ask if parts for my vaio laptop are available and they said yes all of the parts are readily available and in stock at the warehouse and no parts are in backorder or obsolete and also called thewarranty sales dept in regards to how they can honor the replacement if they no longer make computers and their response was first they will determine if its beyond repair then they will send me a new one or similar or an upgraded version of my vaio laptop and their method of acquiring one they say was they will try to locate a new unit from their retailers and sent that unit as a replacement for my broken one that was their sop as it was explained to me by their agent so my question right now who should I believe the person that works for the parts dept? the person that sells their extended warranty plan with [redacted] or the person that renders both individuals incompetent as to the info that they had provided me were not true and misleading but their job was give truthful info regarding the product they sell I couldnt say more now im more concerned simply because parts dept knows that parts are available in their dept and they assure me of that... but repairs dept doesnt say so that its not readily available even the warranty specialist is not even truthful as to info that they share to consumers but they wont be here to defend themselves I do hope eventually someone will give me an unbiasedinformatio re my issue with claims from my extended plan with [redacted] instead of clearing things up they made it more unclear who should we believe? the parts dept that have actual inventory of parts per se warranty sales representative that supposedly knowledgable on their offering or the person that replied to us who says that they dont have parts and also cant replace my laptop because they dont make it no more...can I ask this "who should I believe"u tell me...

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 his SONY SVE14A35CXH. We already tried to reach out to the customer and tried to make him understand why Sony support is offering a buyout for his unit. According from our service partner [redacted], they already ordered the parts needed to fix the customer’s unit. The current status for the parts order shows that 3 parts are now available and a part is yet to arrive, however there is “no estimated time of arrival” for that part. The Parts and Accessories that he contacted is for Sony Sales, not for Sony Support. We get our parts for service from different warehouses and dealers. This is why we are reiterating our offer for a buyout, we don't want the customer to wait any longer. 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 step up and offer a solution that would still be favorable to the customer. We already tried our best to have the unit fixed. We are not going to argue with the customer decision, we could wait until the part would be available or he may call us to process the buyout. We could only say so much.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] since they acknowledged that buyout is not part of my extended warranty why wont they proceed this way since repair is taking sooo long I can also accept the other option on my contract which is to replace my unit with another notebook similar to or better since its also part of my warranty that they can replace my unit with a comparable one or better I can accept that granting that it shouldnt be in anyways a downgrade of specs and features of my sony vaio it should be between 13-15" touch screeni can see that they wont have a hard time looking for one since [redacted] still selling sony vaio notebooks online...or other retail stores for sony still carry vaio laptops im sure they can find one and also at least throw in an extended warranty with [redacted] for free or at least a discounted pricefor the warranty with[redacted]...I think thats not too much to ask for considering the fact what they did for the past 4 months and simply because im just asking for a solution that should have been done the first 2 weeks it was with themthats how I want to proceed with this situation since they cant really say when my unit can be fix for the past 4 months I think its the best solution to just replace it with another unit since its really a part of my warrNty that I can accept wholeheartedly since its part of my warrantyalso a valid solution since they cant repair it on a timely manner(4months I think was enough time already) so try to comsider my suggestion which is really a pArt of solution/options of our original warranty thats all I asked for and I really do hope that they honor thatpart of my warranty...im looking forward for your reply and hoping that u can agree with the solution that suggested... In order for the Revdex.com to appropriately process your response, you MUST answer the question above.,Sincerely,[redacted]

Review: I help my father purchased a Sony flat screen TV on December *,2014 through [redacted]. I Don't remember seeing any place that ask me if I want to buy warranty. The TV was sent a few days after my purchase online. It costs $800. A month and 3 days later, there was a pixelated line that went across the whole screen horizontally.

I went to [redacted] and they told me it's an online purchase so I should call [redacted] over the phone. I called them over the phone and they told me that the problem that was on my TV, I should've contacted Sony Cooperation number. They gave me the Sony number of ###-###-#### but no one picks up. I had to call the 3rd time for someone by the man of [redacted] or something. He listened to my issues and transfered me over to another department which was technical I think. The man asked me to take pictures of the pixelated horizontal line that goes across my TV and send them a copy of my receipt.

They told me they will schedule a day for them to bring a new TV for us in replacement of taking back the TV with pixelated line. I waited for a week and no answer from them. I called again and this other man told me someone will call me the next day regarding this matter to schedule an appointment to bring a new replacement to my home.

I waited and waited then I went on a month long vacation to [redacted] and I would always carry my phone with me. But no one calls me back and no email from anyone. Complete silence. I went online to try to contact them through Internet and this person called ** sent a message back to me regarding my issues with a template reply message. He kept saying he understands what happen and told me to call a certain number. I called again the third week of March while I was still in [redacted].

This woman pick and I told her that it's been 3 months since I last called. She knows I would need a replacement TV, she apologize and told me that someone will call me in 24-48 hours again!!!!

Now it has been a week and no one called, no email nothing!!!!

Why would they keep saying they will give me a replacement TV and schedule and appointment for us to do so. They kept saying someone will call me back. My family has been such loyal Sony customer since my parents came to the United States. We purchased 5 Sony TVs in our lifetime.

My brother also purchased a 32" Sony flat screen TV. It is still in great working conditions after 4 years.

The 60" Sony flat screen tv that I purchased for my father has a very distracting pixelated line running across the screen. It has been almost 4 months since I purchased this TV.

It is very upsetting and I felt ripped off. If your product is not a good working condition then take it back and replace a new one to the customer. They just ruined their name Sony.

It makes me wonder if Sony is trying to prolong this situation so I will forget and they don't have to take any responsibility. It will be a product that we will use for another decade but not anymore. We even thought about selling the TV but who would want to buy a TV that is almost 4 months old with a pixelated line.

Please have someone take a look at my TV and I can get my replacement as what multiple customer service representative told me I can get. Very hurtful!

Thank you so much for your time! I truly appreciate it.Desired Settlement: I just wanted a new TV that don't have any pixelated line. I bought it for $800. At least get me something that cost the same price. The size can be smaller because I bought the TV after Thanksgiving when it was inexpensive. It makes me wonder if [redacted] kept a return item and then delivery it to me as a new TV while I ourchsed it over the phone. I'm not sure if I have to file a dispute on [redacted].

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony TV KDL60R510A.. Sony contacted the customer via email however we have not received any response as of yet. We also contacted customer via phone but unable to speak to her. We left a message on the customer’s voice mailbox. We would like to inform the customer that Sony has not received the pictures that was requested to her as of yet. Pictures are needed to diagnose and discard physical damage issues. The customer can email the pictures to [redacted] with the Event ID [redacted], Model # and Serial # in subject line. We are waiting for the pictures to be sent so we can move to the next step. We shall be monitoring this case and we will make sure that customer will be provided assistance for whatever is necessary.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]

First I really wanted to say thank you for helping me so far! Sony has finally reached out to me by this lady named [redacted] and she left me two voice mails. The first message I cannot understand her thick accent so I couldn't reach her back. The second time she left me a message and left me a toll free number of ###-###-####. I called twice to reach a representative with the name of [redacted] that also has a strong accent. I have him my event number and told him that I wanted to speak to [redacted] because on her message she said I can call her directly at that ###-###-#### and I can't reach her twice. They told me they CANNOT transfer me to [redacted]. She also sent me an email and finally there is an email sent from Sony. They told me that it's been taking this long because they haven't receive my pictures!!! I've sent to them multiple times through email. I sent to her twice and it bounced back! So I got so frustrated and just kept resenting it for a total of 9th time of email probably. Listing my event number, model number of the TV, and also the serial number that this man by the name of [redacted] have it to me. I don't understand why they can't call me or email me to tell me in January that they haven't receive my pictures to go on to the next step. Right now it is April and almost May of 2015. Nothing has been resolve. I guess if I never file a claim on your Revdex.com, Sony will ignore me completely. I sent them several emails of my pictures that I had taken up close and zoomed out. This time they better don't say they didn't receive my pictures because they sent me templates an automatic response that they had received my email. Lets to see where Sony can go from here. It is just so frustrating that someone calls you to tell you to call them back directly and email them directly but I can't even reach [redacted]. Only representatives telling me let me check that for you and come back to tell me that someone will call me 24-48 hours. No one calls or email me until I reach your Revdex.com company and I really appreciate it. I felt like its a scam. It is the same as calling to no where. Pointless. I told them I should've bought a [redacted] or ** instead. If I heard earlier that Sony was closing business in Canada then I wouldn't even buy anymore Sony. My father watches his TV on a 32" Sony TV that was purchased around 4 years ago. It works great and still excellent condition. I just don't understand how a TV of 2014 can have a pixelated line. I even went to [redacted] and called [redacted]. They told me I didn't have guaranteed then they can't help me. Which is fine because it's past the 15 days policy for their company. I mean who would buy guaranteed if you have been using Somy TVs all your life and went through the 5 th Sony to have issues. Each Sony lasted for over a decade and we would get rid of it because it is outdated not because of technical difficulties. It it is just so frustrating and upsetting to have such a prolonged case about a TV that has one thin pixelated line that kept cutting off people's foreheads when I watch TV. I want my money's worth and don't want to get cheated! It is not a small purchase of $8 for a meal or $80 for a cell phone bill. It's $800. Some people have to work two weeks and a half to make that money. I'm still paying off my college loans and still don't have my career up and going. It's been 7 years since I graduated from college and many college students I met also has trouble finding jobs. How long will Sony fix my TV? How long does it take to send someone over to fix it or to give me a replacement like this man said so and now they backed out on their words. They gave my father and my hopes up. This is why I still won't give up. I don't mind my complaint being publish. It makes me worry to shop online now because of this incident. Someone please just just hurry to resolve this issue for me! Just get rid of the pixelated line! How long does it take?

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 TV KDL60R510A. Sony has contacted the customer and apologized for the delay of the service. We offered a recertified model as a replacement and customer accepted it. We advised customer that the turn around time for the replacement is 2-3 weeks. We will pick up the old unit at the same time when we deliver the replacement. The replacement has been processed and we shall monitor this case for the customer. Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

I just don't want to click accept yet because I still haven't receive the replacement TV yet. I did and finally received a phone call this morning from [redacted]. She told me it will take 2-3 weeks and I will wait. I just hope they won't back out on their words and give my father and my hopes up again. I want to wait and see if they do come by my home for the exchange. My father said it is great. As long as the TV does not have the pixelated line on the screen. It is such a distraction. I really wanted to say, THANK YOU so so much for your help!!!! Without your help Sony will not contact me for any follow up and will just kept saying someone from Sony will call me 24-48 hours but never calls for months until I find your Revdex.com. I would highly recommend this to anyone if they ever run into any problems with a business. My my father already marked down on the calendar to see within 2-3 weeks if they will bring an exchange to us. Please wait 2-3 weeks and check in with me to see if Sony does come by. I am really grateful for your Revdex.com!!! Thank you!

I'm counting down the days till they bring me a TV that does not have any pixelated lines. What happenes if the replacement TV has issues that will arise like my TV that arises in a month??? I hope it will run smoothly and for a very long time. My family is not looking to get another TV anytime soon.

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

Sincerely,

Review: I pre-ordered an item in June, was given an estimated shipment date of July [redacted], on July [redacted] the estimated shipment date was changed to July [redacted]. On July [redacted] the order status was changed to ready to ship. When I called on July [redacted] to speak with customer service to get a better time frame for delivery, I was told I must wait 24 to 48 hours for a response. No one who answers a phone can give any clarity regarding the situation. When I told her that she was being rude, she got very defensive, suggesting that I was also being rude, which I was not. I simply explained that this was the second time the date had been changed, and I just wanted some actual information.Desired Settlement: I would like an actual date for shipment, and some sort of tracking number confirming the shipment.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony Product. Sony has been in contact with the customer and the Customers replacement unit has been shipped and the customer has been contacted with the tracking information.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: my tv was died after a little over a year and they say the panel is not a covered part when it seems to be their most defective part. we had our tv for 27 months and the tv would not turn on. We called them and they gave me a work order #[redacted] and a list of places they say to take it to. I brought it to a repair company on their list and they first said it was the TCON. I called SONY and they said that they will fully cover the repair. The tv repair company called and said that I will also need a new panel. When I called SONY they told me that the panel is not a covered part and I could buy a refurbished tv for $579.00.. That is outragious to me since I had gone over their 1 year warranty time my $2,000 TV is garbage. I have been a loyal buyer of Sony products since I can remember. I feel sad that they do not stand by such an expensive product that lasted an 1/8 the time of ANY other TV I have owned.Desired Settlement: I would like the panel replaced in my TV or a replacement TV of equal value to what I had purchased.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL46HX729. Sony has contacted [redacted] and she has accepted our offer of an exchange for a comparable model TV refurbished with a 90 day warranty at no charge. Sony will also pick up the defective TV. She should receive the replacement in 7 to 10 days.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

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: The complaint is two fold, as it relates to both the warranty and to the lack of courteous customer service. My son purchased the new Sony water proof phone, as he was itching to upgrade his phone. He had the phone for less than three weeks and on a Friday evening upon returning home he plugged his phone into the charger to charge. The phone was sitting on the coffee table and about 5 to 10 minutes after being plugged into the charger, we heard crackling noises. I did not have a clue as to where or what was creating this noise. Then, my son let out a huge screech/scream and started crying. The screen to his phone was cracking right from where the charger plugs into the phone. He left the phone charging and approximately 30 minutes later another large crack, cracked down almost the entire length of the phone. At that point, I told him to unplug the phone, as I feared a fire starting. We took the phone to T-mobile who suggested we contact Sony directly, as they inspected the phone and stated you could clearly see that the crack came from the inside out where it plugs into the charger.

Initially, Sony stated that all cracked screens cancel the warranty. I was told this by customer service, when I tried to return a call to the service unit but was given a wrong telephone number. After 1.5 hours of getting absolutely no where, I asked the rep to contact the service center and have a service rep return my call. Since that initial call, I have called on several occasions and spoken to service representatives. However, I never have the problem at hand resolved when I hang up the phone. Today, 04/**/2014, the rep told me that they were going to return the phone to me unless I agreed to and paid $185 for them to repair the phone. Once again, I requested to speak to a [redacted] and was told no. First she stated that her [redacted] was not present and as I pushed the issue she stated that she understood, but that I will not be able to speak with a [redacted] today or any other day. She said I either pay for repairs or they will send the broken phone back to me.Desired Settlement: Repair or replacement.

My son did not damage his phone in any way. If he had, I would not be pushing the issue, as he would be responsible to send the phone through the protection plan that I purchased for the device. However, this phone was sitting on a table and began cracking as it was charging. I feel that there was a defect with either the phone or the charging cord that caused this phone to crack. I inspected his phone as did a T-mobile representative prior to sending this into Sony and neither of us saw any physical damage to the phone, not even so much as a superficial scratch. This is a defect that Sony should be responsible to repair or replace. Had I been able to speak with a service [redacted], I may have conceded to pay return shipping and handling fees; however, I do not feel that I should be responsible to pay for repairs when we did not do any physical damage to the phone. If this were my phone, I would have requested a refund and puchased a Samsung; however, the phone belongs to my son who wants the "new cool water proof phone". Bottom line, I want a non-cracked screen and fully working phone returned to me. Thank you, Lori

Business

Response:

We are sorry to read that the customer’s phone has a cracked screen. We will be contacting the customer shortly to investigate this issue.

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.

Since the above response from Sony, Sony has fixed and or replaced the charging pad, screen, and other related components. Sony returned the phone to us in satisfactory condition. Thank you so much for your assistance, it was greatly appreciated.

Sincerely,

Review: I have a bought a Flip down dvd system ( Rare system ,Sony XVM-R90D) from [redacted] for my car about 7 months ago and the dvd stop working a month ago and saying Disk Error.

I have contact Sony and they have told me that the item has discontinued but they can repair if I produce the purchase invoice.With purchase invoice,I send the product to repair to Sony's facility.

After two weeks and after multiple calls to Sony, I have received the item back by saying REPAIRED.However the product frame was broken and screen has broken.I call Sony same day and said I have received the product damaged and they have told me that ,NO PROBLEM and Sony has a procedure for that and I simply need to send the product photographs by email.I have told them that I call [redacted] to file a claim and [redacted] told me that only Shipper can file the claim but Sony rep.told me that Sony is going to take care of that and they just need the photographs.I did send the email the same day.I wait two weeks and no reply so I call Sony and they have told me that I have to send the item back for repair and they send me a shipping label.I wait again and I have received the product back as same condition by saying THE ITEM CANNOT BE REPLACED OR REPAIRED.I call Sony and spoke to multiple people and no one knows what to do.Finally last Monday,when I call someone told me that they escalate the case to upper management and I will receive a call within 48 hours.No after 6 days,no one call me.My case no. is [redacted].Desired Settlement: Since they damage my product I need my purchase invoice price as a refund or I need another entertainment product or a TV for the same amount.

I am a customer and since one month now,every day I am calling Sony for a solution but no one is helpful.Holding long time and keep transferring line from one extension to another and no one knows that what they need to know.

Sine I am waiting one month,I need a solution ASAP.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Car Stereo XVMR90D.

Sony already talked to customer and have requested a copy of the proof of purchase . This case would still be for review.

Reference number [redacted]

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

After sending more than 7 times the proof of purchase and multiple calls,finally they have told me that the invoice is in file now and someone is going to call me 09/**/14 BUT no one call me.

I am waiting for the respond.

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

Sincerely,

Business

Response:

We require the customer to ship back the product before we issue the request for the check.

The product was delivered to us w/ tracking number [redacted] on Fri 10/**/2014.

The check amount is $644.15.

The check was requested and approved on 10/**/2014. It takes 6-8 weeks to arrive.

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,

I agree with the settlement.

Thank you.

Review: I purchased my Sony Xperia Z - Unlocked

Item: XZC6602PL

Item: XZC6602PL

Color: Purple

Add Protection Plus Warranty

My phone and warranty plan was

Xperia Z - Unlocked

Item: XZC6602PL

Item: XZC6602PL

Color: Purple

Add Protection Plus Warranty

1 $ 569.99 Shipped on 08/**/2013Tracking #:

2 Yr Protection Plan for Mobile Phones w/ADH

Item:

Item: PPSMP2A04

Add Protection Plus Warranty

1 $ 79.99 Shipped on 08/**/2013Tracking #:

My phone and warranty were purchased on the same day, and I had to use my warranty. Every time I call Sony customer service department, replacement plan department, and exchange department in Laredo, Texas. They all kept sending me in circles with non of them knowing what the other in Sony organization was supposed to due. It was back on September **, 2014 when I notified Sony protection plan department about my phone needing to be replace. They took my information with my credit card hold, and stated they would mail me a new phone in 7-10 business days. However, this never happened as I recently spoke with them today on October **, 2014 with none of Sony departments addressing my concerns. The reason I hadn't called them previously was because I went through the same thing with another one of Sony products, and warranty claim issue. In that case it took over a month before I received my replacement product. So, I was giving Sony some room to get my order filled. Sadly, after speaking to Bryan from Sony Laredo, Texas exchange department all he could say was it isn't in his hands and Sony CISC (NCR) department was handling it under reference number [redacted]. However, when I called the phone number listed in the email stating "Dear [redacted],

Thank you for bringing your concern to Sony's attention. Your file has been reviewed. Please call our support line at ###-###-####.

Any of our representatives will be able to assist you. We are open Mondays thru Fridays from 9:ooAm - 6:ooPm. Saturdays and Sundays from 9:00Am - 8:00Pm. Make use of Event ID as reference, [redacted].

We will wait for your call and have a great day!" I spoke with Bob in that department who stated he didn't know anything about the situation and he couldn't help me. Sony claims their Protection warranty plan is supposed to be no hassle, but clearly buyer should be worried.Desired Settlement: All I want is my replacement phone sent to my since my warranty requires them to send it. It is now almost 1 month and I still don't have a phone. Sony organizational structure is poorly designed and lacks any Corporate Social Responsibility for its consumers satisfaction.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XZC6602PL. Sony has contacted this customer to process the exchange. Customer will receive the unit within 5 to 7 Business Days after order has been processed and has shipped from our warehouse.

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]

My complaint hasn't been resolved as I haven't received the replacement mobile phone yet. It has been over one month and 3 days since I originally requested a replacement phone. Please find out why Its taking so long to get a replacement phone. Again, this issues isn't resolved.

Thank you

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 XZC6602PL. Sony has already contacted this customer and offered a replacement unit. The customer confirmed today that he already received the replacement unit.

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. I would like to thank everyone

at the Revdex.com that helped me to finally resolve this issue with Sony. My hope would be going forward that Sony honor their commitment regarding their extended warranty service by replacing

any items under warranty in a timely manner instead of maker a person wait 1 month and 8 days to get their broken item replaced. Furthermore, the Revdex.com having to get involved to keep Sony honest in replacing

their product doesn't give you the perception that Sony cares about their customers.

Sincerely,

Review: I received a baby monitor as a gift. I removed the monitor from its packaging and set them up in my child's room (born in February 2015). Because the baby didn't initially sleep in his crib, I didn't realize the monitor wasn't working until mid March 2015. So, in late March, I wrote a letter to Sony, returned the units, and hoped they could help me with the defective units I received as a gift in February.

Not only did it take them forever to reply (they didn't reply until late April / early May), but they refused to even look at the units due to not knowing when and where they were purchased. They returned the defective units to me.Desired Settlement: I would either like the defective units to be repaired or new ones to be shipped in place of the defective monitors.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Baby Monitor. Sony has contacted the customer and verified the necessary information regarding the unit. Customer requested to send the information that we need via email. We will need to gather further information from the customer. We are still waiting for her response. We shall monitor the case.Sincerely,[redacted]

Consumer

Response:

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

The business simply stated that they contacted me and they shall monitor the matter. How does that even remotely answer my complaint? It doesn't. They reached out to me for some additional information and I sent it to them. They reached out again for some additional information and I, once again, sent it to them. We need to wait and see what they come back with now.

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 Baby Monitor. Sony has contacted the customer thru email and we offered a buyback for $50.00. She accepted the offer. We are still waiting for her response to provide the serial number of the unit. Once serial number is verified, we will send a prepaid shipping label to the customer thru email for her to return the unit. Buyback will be processed once unit is in transit. We shall monitor the case.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Upon my submission of the serial number of the unit (which I will verify tonight when I get home), I'm told that I will receive a preprinted shipping label for me to return the unit. I will then receive a $50 credit to apply towards the purchase of a new monitor. This process is said to take between 4 - 6 weeks. I will monitor it and reopen this claim (or a new one) if Sony doesn't keep their end of deal.

Sincerely,

Review: I purchased a Sony Grand Wega LCD Projection TV ( KDF-50E2000), which had a defective part in it, which was the OPTICAL BLOCK. This part controls the color of the TV. However Sony never contacted me to inform me of the fact they realized this was in fact a defective TV, but I stumbled across this info on the internet and when I contacted them on 12-**-13 @ 8:45 a.m. [redacted] told me they were no longer offering to repair the TV but only offering 15% off your next TV purchase. I told her that was unacceptable and I would like to speak to a Manager and she said she could transfer me to customer relations, but she did not think they were open. I then called back and spoke with [redacted] @ 9:02 a.m. and she said they stopped paying for the repairs in November or December of 2012. I then asked her why was'nt I contacted about this defective product when you had all of my contact info as well as my product info to include serial number and she said she did not know, but thought everyone was contacted. I informed her that this is unacceptable and I wanted the address and telephone number to the office of the President and she said she did not have it, but would forward my complaint to corporate. I also sent an e-mail to a Director by the name of [redacted] explaining my situation and asking her to forward the info to the proper person. I have yet to hear anything from anyone in regards to this matter. It is their professional responsibility to inform the consumer of any defective product so that they may have them repaired at their expense. My case # is [redacted], which was issued on 12-**-13.Desired Settlement: I would like my television repaired or if they choose not to honor this request as they rightfully should I would at least like to have the part sent to me so that I may have it repaired since they are fully aware, that they sold me a defective product and did not have the professional decency to contact me personally, because if they sent the info out on the internet I did not see it, because I do not use the internet too often. The bottom line is they sold me a defective product and they should have contacted me as soon as it was realized. They may also replace with new comparable TV.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDF50E2000. Sony has contacted this

customer and offered a 15 percent coupon toward the purchase of a new Sony TV.

The customer declined this offer. Sony would not be able to meet this customer’s

requests of a repair at no charge or sending a part at no charge. Our answer

will not change in regards to this customer’s TV.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Sony has decided to not honor their promise to repair a defective product sold to me due to the fact they stop repairing the defective product free of charge about a year before I contacted them. However they never contacted me to inform me of the offer to repair the defective product, which any and all companies should do to honor and respect their customers as well as their products. I am a long time fan and customer of sony and have nothing but sony equipment, but I do not wish to purchase another sony product if they are not going to honor their products and contact their customers when they sell them a defective product. This is BAD BUSINESS. Therefore it is totally unacceptable to offer me 15% off my next sony tv. It may also be defective. The only right thing to do is to repair or replace the defective product sold to me as the customer, since sony did not have the decency to contact me when they realized they sold their customers defective products. Again this should be standard policy and if it is not then it needs to be made standard policy especially for such an expensive product. The offer of 15% is entirely too low of an offer. The replacement part is $600 so at least make a legitimate offer to show you at least care for your customers even though you did not even inform me you were offering to repair the defective product.

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

Sincerely,

Business

Response:

RE: Gerald

[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 KDF50E2000. Sony has contacted this

customer and offered a 15 percent coupon toward the purchase of a new Sony TV.

The customer declined this offer. Sony would not be able to meet this

customer’s requests of a repair at no charge or sending a part at no charge.

Our answer will not change in regards to this customer’s TV.

If

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

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

Sincerely,

Review: I've bought a laptop and its sleeve from the Sony store. After they gave me the order information email, I got the confirmation email also. Moreover I kept being updated my order status until few days later when they said there was some pricing issue and they had already canceled my laptop order. I’m not satisfied on this situation because I think they had given me the order information email at first. As a result, the confirmation letter should be act as a contract. Since they ship things separately, right now I even need to pay the return shipping fee for return the useless sleeve.Desired Settlement: I want them to honor this order and fulfill their obligation to give me the product I had bought.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony Vaio computer sales order. Sony

has contacted this customer and has advised him that our sales department would

not be able to honor the request. Per our terms and conditions on our website a

customer’s order is not deemed accepted by Sony until Sony’s shipment of the

products ordered.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Yes, I’ve got the response from Sony.

However, I’m very disappointed and unhappy for their response. The thing is their

online shopping terns are extremely unfair to the consumer and take great

advantage from us. They state that once customer place the order, he don’t have

right to cancel or change it. On the other hand, they have the right to change

or cancel any order until they start to ship the product. Furthermore, they

have several checking mechanism to make sure they get the great deal. For example,

they will send the order information letter at first, and then few hours or few

days later, they will process the confirmation letter of your order. In my

opinion, this confirmation letter should have some responsibility and act as a

contract. Except of this unfairness, the error pricing is not an obvious error.

I mean it is not like 1,000 dollars product become 10 dollars. It is like you

can get some free upgrade of your laptop. The tern should protect the company

by opportunism for the obvious pricing error. It is not protect the company to act

irresponsible and take anything without consequence. I've lost chances to buy their competitor product before they contacted me and I've lost interest to buy laptop right now. I still think they should take full responsibility on this situation and give their costumer what they want.

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 Vaio computer sales order. Sony

has contacted this customer and has advised him that our sales department would

not be able to honor the request. Per our terms and conditions on our website a

customer’s order is not deemed accepted by Sony until Sony’s shipment of the

products ordered.

Sony’s

answer will not change in this regard.

If

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

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

Sincerely,

Review: I received a Sony DVD player BDP-S590 as a gift. When I opened the box, the DVD player did not have a remote, which, unlike my other DVD player which can operate from the console, this DVD player requires a remote to play movies. I tried in vain to reach a Sony rep to help me with this issue. I went online to the online customer support and your Sony rep told me I was out of luck. I tried calling and was on the phone, using up most of my minutes this month trying to resolve, what I perceive to be a simple issue. What happened to Sony Customer Service?Desired Settlement: All I want is a remote control for my Sony BDP-S590 DVD player so I can actually use it. Is that too much to ask?

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Bluray BDPS590. Sony had offered this customer a replacement for his Bluray player which he accepted on April **, 2014.

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

Review: On 3/*/13, my Sony Entertainment Network account was used by an unauthorized user who I do not know and was charged 3 separate times. 3 charges were made to my debit card for the following amounts: $39.99, $14.99 and $59.99 totaling $114.97. The person who accessed my account bought 3 digital titles with these funds. My bank proactively cancelled my debit card and denied the funds because they identified there was fraud on my account. A week later, I attempted to log onto my Playstation account and could not get online. I tried to change my password and log in through a computer and still no luck. I called Sony's customer service and was told that I had been banned because I owed Sony $114.97. I explained to them that this was fraud and I did not make those charges and my bank had refused the charge. The customer service rep had me verify my serial number on my PS4 and PS3 and confirmed the charges came from a completely different region and was fraud. They told me that I had to contact my bank and have them accept the $114.97 charge in order for my account to be unbanned. From there, they would help me get a credit through Sony. Although I have never had to go through so many hoops for something that resulted from fraud, I did as I was told. On 3/**/14, my bank account showed that I was debited the $114.97 to Sony. I called Sony on 3/** and was told they couldn't help me because they didn't see the funds and to call in a couple of days. I waited until 4/* and was told again, they couldn't help they didn't see the funds, call back in couple of days. Finally, I called on 4/* and was told the same thing. Call back in a couple of days. I checked with my bank and they confirmed the funds were refunded back to Sony and their bank had to claim the funds. I explained this to all 3 reps, but none seemed interested in helping. At this point, I feel like Sony just wanted the unfair $114.97 that was not charged by me and they could care less about getting me unbanned and refunded. I am out $114.97 and also out the $59.99 that I spent on a year membership to play online with Playstation.Desired Settlement: I would be perfectly happy with Sony would help me resolve my issue, get my $114.97 refunded and my account unbanned. However, due to their lack of interest in helping, I think I would be better off just asking for $174.96 to be refunded to me. This would handle the $114.97 of fraud that Sony made me pay as well as reimbursing me $59.99 for the annual membership I'm unable to use as it's tied to my unfairly banned account. I doubt I will hear a reply as I've called 5 times, did 1 online chat and reached out through social media platforms such as [redacted] and [redacted] to get help with this matter.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his complaint with her Sony Entertainment Network account. We have been trying to get in touch with this customer since May **, 2014 to discuss the issue. We sent him a Contact-Us email today, June **, 2014. We are currently waiting for the customers call back.

The customer needs to contact the Sony PlayStation Network support to directly discuss her situation. The Sony PlayStation Network handles their own service and support issues.

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

Review: I bought a Sony All in one computer Model # SVL24147CXB from [redacted] on February **, 2014. It has a one year parts and labor warranty.

Within the first month of its use, the computer failed to power on. So the computer was sent for repair.

I received the computer after approximately 3 weeks of wait.

Then again in April, the computer failed with the same issue. I suspected an improper repair. After several hours on phone with sony customer servioce trying to solve the issue, the computer was sent for repair again.

After repair, the computer was returned in about 4 weeks.

The Computer worked for 2-3 weeks, after that it again failed. This time though, the customer service representative sent me some tools to help repair the computer myself.

After spending hours on it, I somehow made the computer power on.

On 7/**/2014 the computer failed to power on again. I contacted Sony customer service. After waiting for more than 40 minutes on phone, I was able to talk to someone on phone. They recommended giving the computer for repair to [redacted]'s [redacted]

So on 7/**/2014, I submitted the computer for repair at [redacted]'s [redacted]

The computer is in repair facilities since then, their status shows that several parts are being ordered one after the other. So I highly suspect the the previous repairs caused this trouble.

Here is some information about my all in one computer:

Model Number: SVL24147CXB

Serial Number: [redacted]

Please refer to the following Sony case numbers: [redacted] The current [redacted] Repair order # is: [redacted] .. [redacted] phone number: ###-###-####

Sony customer service has repeatedly say that they cannot replace the unit.

Since the computer has spent a significant part of its time after the purchase at repair facilities than here, I believe I deserve a replacement computer or refund of the original purchase price of $1,316.45.

Please help me get this issue resolved. Please feel free to contact me at my email [redacted] or at my cell number ###-###-####.

Thank you, [redacted]Desired Settlement: A refund of the original purchase price $1,316.45 or replacement with similar computer.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony vaio

SVL24147CXB serial number [redacted] . Sony has contacted this customer and was advised that due to multiple repairs of the unit and delay of repair with [redacted] Sony asked the customer to send us POP for refund. Customer agreed with it we are just waiting for the POP

If you have any questions or require 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]

Proof pf purchase was sent yesterday (8/**/2014) to [redacted] as directed by Sony's agent.

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]

Sorry that I missed your call. I was in a meeting.

Right after that, I tried to contact Sony back at the number left by the "Customer Relations" support representative (###-###-####), but instead reached a scam company.

Anyway, I finally was able reach one of Sony's regular customer support representative at the number on the previous response, and they informed me that they cannot transfer my call to "Customer Relations" department.

If I cannot reach "Customer Relations" department, why bother asking me to call them back at that number? Seems like Sony lost its common sense.

The response that I received is misleading. It is Sony that promised to send me a box.

If Sony cannot provide a shipping box to ship it back as promised, how can I trust them to receive refund once it get there?

Please make things clear, respond with clear steps as what to do next and what I am expected to received and the time frame. I like written/electronic confirmation.

Thanks

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 Desktop PC (SVL24147CXB). Sony has contacted this customer we advised customer that we will process reimbursement for the shipping fee he paid for which is $50.19. We advised the customer that the turn around time wil be 4-6 weeks. Our service facilty in [redacted] also received his unit on 9/**/14 and we already completed the request for the check reimburse of his unit for the amount of $1294.70 . Same turn around time from the date it was received by the service center.

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

Review: A Sony camera, under warranty, is not functioning correctly, notified Repair Operations, and sent camera, at my expense, and they were going to charge me to fix, problem, $70.00, Not in warranty contract. They sent camera back, not fixed, what is warranty for? I asked for headquarters phone number, response was they don`t have one. Now I have, a broken camera, not even 1 year old, used it gently, under warranty, in a returned shipping box. Can you help me out with this problem? They are giving a warranty, and not honoring it. Thank You, [redacted], a not happy, customer.Desired Settlement: I just want my, under warranty, camera fixed. Shipping, now, at their cost.

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 DSCW730/P. Sony has contacted this customer and offered her a 15 percent coupon toward the purchase of a new Sony camera. Sony would not be able to assist with the repair since the technician in our repair center determined that the camera has corrosion damage, which was explained to the customer that corrosion damage is not covered under Manufacturer’s warranty. Customer also has an option to pay for the repair cost that was quoted to her for $70.40 plus tax.

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:

[I have use my camera normally, and would have no reason to expect corrosion problems, warranty does stipulate, normal use, and a camera under 1 year old, should not have any problems, if used normally. I don`t think Sony is backing the warranty, and should not falsly attatch a warranty. 15% off a new camera, as mine was under 1 year old, is not acceptable, nor is a payment to fix my camera, under warranty.This is why I have determined, my complaint to be unresolved.

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

Sincerely,

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 camera (DSCW730/P). Unfortunately, Sony is unable to change the resolution in this case. Our customer relations team already discussed this matter to the customer and was informed that corrosion damage is not covered by the warranty, thus, her option is either have the camera fixed at her expense or we can provide a 15 percent discount for a purchase of a new camera. Customer still finds the offer unacceptable and ended the call when she spoke with our customer relations team.

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 has changed in the response, I still think the offer, is not acceptable, as the issue is with the warranty, that does not state, anything, about, corrosions, or anything else, I do not think Sony is honoring the warranty.

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

Sincerely,

Review: We purchased 5 laptops at the same time, all identical, all with extended drop protection warranties, direct from the Sony Store. All 5 of them have had similar problems that required them to be reloaded back to factory default conditions on multiple occasions. One laptop however was returned to Sony for repair because it stopped booting entirely and would not boot from the recovery DVD's that I made either. I contacted Sony support on January [redacted] 2014, who agreed that the laptop needed to be sent in for repair. They sent me a box to return the laptop in, the box did not arrive until late in the day on January [redacted]. I returned the laptop to Sony on January [redacted]. We received the repaired laptop back on February [redacted] and Sony had replaced the hard drive. I spent several hours preparing the laptop again for our staff's use. The laptop again failed at the end of March with the same symptoms. I contacted Sony again, who again stated that we needed to send the laptop back to them. I again waited for a box, and this time it took almost 4 weeks to receive the laptop back from repairs, again with a replaced hard drive, but it was working again. I again spent several hours preparing the laptop for use by our staff. On July [redacted], 2014, the laptop failed again with the exact same symptoms. I called Sony support again who said that they no longer provide the warranty support for their laptops and that [redacted] Geek Squad would provide support. I refused to send the laptop to them as I have dealt with them in the past with less than stellar results. I insisted that Sony buy back this laptop for a prorated amount since they clearly were incapable of permanently fixing the problem and this laptop obviously was a lemon with deeper issues that were no fault of ours. They agreed to this after I spent more than 2 hours on the phone (mostly on hold) with them. They required me to fax the receipt for the laptop purchase to them. I did this on July [redacted], 2014. Sony agreed to a prorated buyback for this laptop. Reference #[redacted]; Work Oder: [redacted], and they will pay $885.92. I received the box to return the laptop to them in on August [redacted], 2014 and I shipped the laptop that same day. From that point forward, I have had absolutely no contact from Sony and they now have our laptop and have NOT paid the agreed amount. When I called them, I was put on hold multiple times only to then end up with someone who had no idea what we were dealing with and couldn't find the appropriate notes on our Reference number to give me an answer. I last called them on October [redacted], 2014, they refused to transfer me to a customer service agent that could help me and instead insisted that someone would call me back within 24-48 hours. I called back a 2nd time demanding to speak with someone, they again refused and gave me an email address in addition to supposedly being put on a list for Sony to call back. I emailed them on October [redacted], 2014, and again today (October [redacted], 2014). I have received no communications from them either by phone or email. They now have our laptop, they never gave us the agreed upon check for it, and we were forced to purchase another laptop at our full expense to replace the one that they were supposed to give us partial money back for. I do not want another Sony laptop, I want them to give us the money they promised for their lemon laptop.Desired Settlement: Sony has a responsibility to compensate us for all the trouble we have had with the last 5 laptops we purchased from them. They owe us money - right now they have a laptop that does not belong to them (but is a pile of junk and I don't want it back) that they need to pay us the agreed $885.92 for. They also need to apologize for their lack of customer support.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony VAIO SVF14A190X. Sony has contacted this customer and was informed that the initial request for the check was never processed. We apologized for the delay and assured that as of October **, 2014 check was created and approved for the same amount $885.92. Customer was informed that turn around time for the check to be receive is 4-6 weeks from the time it was approved. We also offer $200 gift card as a courtesy and for the inconvenience. Customer accepted the offer.

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

Review: Hi. My name is [redacted], I live in [redacted]. I am an average nobody. I am on disability and drive a shool bus part-time. We live paycheck to paycheck. So when I purchased a Sony Vaio touchscreen with Windows 8 11 months ago it was a big deal. I paid about $800 with tax. Maybe not a lot to most people but a huge amount to us. That computer was my baby. I am not what you would call al heavy computer user, I use my phone a lot, however I use the computer for listing things on websites to try to make some extra money, or to [redacted] to learn about or research a product, e-mail my sons teacher and look at [redacted]. I wouldn't even let my son put a game on this computer. I also used it to upload my photos, and microsoft word.

About 3 months ago I was using the computer and I had to stop and do something so I sat it down on the desk, did my thing, and when I came back it wasn't working. It kept giving me error messages and such. I got in contact with customer service and went through all his steps and allowed access into my computer to do stuff. He said that he thought it was the hard drive. I said is this something I could have done? He said no, sometimes this happens, but I was going to lose everything in it. The computer was still under warranty so he said he could send a box for me to put it in and send it to be fixed. He said it would arrive in 3 days. 4 days later, no box. I called again and explained about the box and they said they sent it, I said well it's not here, they said they'd send another. I said can't someone come here and look at it? I had a Sony before and that's what used to happen and part of the reason that I purchased another. They said because of the model no they'd send a box or I could go to an approved shipping place. I said I was uncomfortable with someone else handeling my computer so they were going to send a box rush. Again, no box and another call. My husband called this time because this upsets my anxiety. He agreed to take it to the approved place to ship it, and did. We didn't hear anything for a long time, finally I figured out how to look online and see what was up. It said waiting for customer approval for repair and it was going to cost 1485.00. I couldn't believe what I saw. I thought surely they dont realize its under warranty. Finally they called us and my husband spoke to them. They told him that there was internal damage that had to have been caused from being dropped and that there were signs of water damage. He said WHAT? There is NO way! The person he was talking to said they would email pictures to show us. We waited and waited, no pictures came. Eventually the computer came back same way it left. I have written customer service several times explaining this and they all say they understand why I am upset and I need to call a certain number. I called that number and went through it all with a woman on the phone, gave her the phone number listed ###-###-#### and the ref number [redacted] She looked it up and said that it says there is internal damage and water I explained that that was absolutely not possible, that we are honest people and that the computer was my baby. She said basically to bad thats that. I handed the phone to mu husband I was about to cry and I guess she told him she'd send pics. Again we got nothing. I know, and God knows, and my husband knows there is NO WAY that we dropped or spilled anything on that computer. It's under warranty. If it had been dropped or wet I dont think it would come on like it does. I even showed it to a computer expert in a computer store, and they said hard drive not my fault and Sony should fix it with warranty. I am super upset and frustrated. Please help me. That is a lot of money to me. I own several Sony products, this is the 3rd sony laptop I have owned, I have Sony cameras, surround sound everything. If someone doesn't help me I will never buy anything Sony again. I know I am only one person and not a big deal but still. Thankyou for your time. [redacted]Desired Settlement: I either want a repair if they realize that there is no drop or water damage because none of that ever happened with me. If it does then it had to come from their chosen shipping people or themselves and then I want it replaced.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVF152190X . Sony has has tried to reach out to the customer twice. Unfortunately the customer was not available. We have left voicemail messages. As per technicians description on the issue the unit has liquid damage, however the customer can send it to [redacted] geeksquad to have them do the diagnostics, and if it really does have liquid damage the warranty is null and void, if not then it will be treated as in warranty.

If you have any question 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:

First and foremost Sony's reply is FALSE. We made several contacts to them, and were told that it didn't matter what we did or said that they were going to give me the same answer. I 1 million percent guarantee the computer has no liquid damage. I had a computer technician look at it just 3 days ago to see what was wrong with it so that maybe I could get it fixed myself when I had the money. When he was finished he said it was the result of a faulty hard drive nothing that was my fault just as the original SONY technician thought it was. He told me that when I had the money it could be fixed for less than $100.00 So it is back sitting in its box awaiting me to get the money to fix what SONY is responsible for under my warranty. Now Sony wants me to send it to [redacted] Geek Squad to have it diagnostic tested. Will they be paying for that service and shipping? Even if I locate a [redacted] and take it in myself there are none near me so that will cost me in gas money. Will Sony be paying for that expense as well? Especially since they are going to find that there is no water damage to the computer and they will have to fix it anyway. I could get a written statement from the computer technician that looked at it the other day stating what the problem is and that there is no water damage. His conclusion was the EXACT same as the SONY technician that I originally spoke with. This matter has taken forever!! I had a great respect for Sony's products and always looked for the Sony name when I purchased electronics until this disaster. I don't appreciate being told I have done something that I have not. Not only was I accused of water damage but at one time that I had dropped it as well. We asked 3 times for pictures proving it and were told they would be emailed to us. Guess what? No emails ever came.

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 VAIO SVF152190X. We have reviewed the information that you provided. Sony has contacted this customer and we have discussed that Sony provides a Limited Warranty on the unit that warrants against defects in material or workmanship for a designated period. However, due to the fact that her computer was diagnosed with liquid damage which is not covered by the limited warranty that came with the unit. Sony will not be able cover the repair cost as requested.

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:

They created whatever damage that is there to get out of fixing a simple 150.00 hard drive failure. Geek Squad called me and said that the hard drive was faulty needed replaced how did I want to pay. I told them it was warranty and sent them a copy of the statement that it was. I told her I was glad to hear that they came to the same conclusion that the original sony tech and the other 3 comp techs that have looked at it came to and that Sony had tried to claim I dropped it it had water damage, there was something sticky ect. Next thing I know I get an email stating oops theres sticky damage. Funny there wasn't until I told her that. They sent pics of something nasty inside the computer that there is no way in hell I could have done, not to mention it would have had to have been all over the outside of the computer as well, and there was nothing on it when it was sent. This is one dirty company. All I can do is make sure that every single person I know learns how Sony treats their customers especially after purchasing 3 sony computers, tvs, surround systems, video cameras and more. It may not make a dent in them, but at least I might save more little people from getting screwed over. I hate this company, they LIE! They try to make honest people look bad. Makes me SICK!!

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

Sincerely,

Review: I have sent in my Sony AIR-SA10 speaker twice to the [redacted] service/exchange center. I did this as recommended by sony phone tech support. The first time it was returned to me as "unserviced" - despite being told it would be exchanged. When I called back they advised it went to the wrong department and I should send it in again. So I again paid to [redacted] the speaker in and called while it was in the [redacted] department . I was assured it would be exchanged, no problem. Well, I received the SAME unserviced nonfunctioning speaker back. I called once again and was told I would receive a call back from a supervisor - which I did not get. Then I called back and was told that Sony is out of this speaker and that is why I was getting the same broken speaker sent back to me. I have now paid to send it in twice with no remedy suggested. Ultimately, I have a broken speaker that is supposed to be under warranty! I emailed customer relations last week and have heard nothing in reply. Please help!

I have spent numerous hours on the phone between tech support and the exchange department with no answers / solutions suggested.Desired Settlement: I would like either a replacement speaker of similar style / function or a refund in the amount of $59.99 (speaker price) + $6 (first shipping charge - paid to sony) + $16.15 (2nd shipping charge paid to [redacted]) = $82.14.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony speaker model number AIRSA10. Sony has already contacted this customer unfortunately we were not able to speak with him. The call was routed to his mailbox. However, a fifteen percent discount to purchase a new Sony product was offered to him when he called back on October [redacted] 2014, but customer declined.

We advised customer to send a valid proof of purchase. Once valid proof of purchase is received, we will review other options that we can provide to the customer.

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:

I appreciate the gesture however clearly a 15% discount off full retail price does not replace the new defective speaker. I have send in the receipt as requested (note it was also included with the speaker when it was sent in for service) and I am now awaiting a reply from Sony. I did receive a call from Sony, however when I tried to call back I was told there was no way I could be connected w/ the customer relations department that had called me. They said they would request a second call back from them (which I did not get), but there was no direct number for that department or any way to be transferred to that department.

Again, I am awaiting a reply and another possibly remedy.

Much appreciated,

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]

They have tried to call me twice and left a voicemail. Unfortunately they do not leave a call back number - they leave a generic sony support number which after waiting on hold tell me that there is no phone number for the customer relations department. I did receive an email yesterday and I have sent in their additional documentation requested (shipping receipts). I am awaiting their reply to this.

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 AIRSA10. We already spoke with the customer regarding this matter. The customer accepted our buyback offer for $76.14. He also agreed to send his unit back to [redacted] facility to complete this process.

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

Review: Sony Customer reference number [redacted]; television S# 1800796; Model # KDL-65S990A

We purchased the referenced Sony television in early October at [redacted] and [redacted] in [redacted]. Since that time, we have been trying to redeem our one year subscription to [redacted] and to [redacted] which were included in the purchase of the television. We have spent hours on hold and talking to representatives of Sony and [redacted]. On October *, Sony sent us a couple of emails explaining how to redeem these promotions. We have followed those instructions to no avail. On Sunday, we were informed by Sony that the promotional offer had expired. We were not told that in any of our previous conversations or electronic correspondence. We emailed Sony on Sunday and they called us this morning at 9:47 Eastern Standard time. I called back at 12:15 PM today and held for an extended period and then called again at 2:21 PM. In a 22 minute conversation, [redacted] (would not share last name) whose Sony #, I was told is [redacted] she informed me that the offer had expired. When I asked to speak to a supervisor, she informed me that there were no supervisors. Do you expect a customer to believe that there is not a single supervisor at Sony's Customer Service Headquarters?

We bought the television to include the services. We were not told about an expiration. We were given instructions on October * on how to redeem the offers. We expect for Sony to honor what we purchased.Desired Settlement: We desire for Sony to provide us the one year subscriptions to [redacted] and [redacted] that we purchased as a part of this television purchase.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from John Baldridge regarding the Sony KDL65S990A. Sony has contacted this customer and was advised that the [redacted] and [redacted] promotion has already ended and cannot be extended anymore. If you have 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:

We purchased the television with the expectation that we would receive the subscriptions to [redacted] and [redacted]. For some time, Sony even explained to us how to redeem the offer. Unfortunately, they have made a business decision to not honor what they offered based on fine print of which we were unaware.

[Your Answer Here]

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 KDL65S990A. Sony has already contacted this customer,and advised him 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: I went to store number ** on [redacted] Telephone number [redacted] to do a return this afternoon for transaction number [redacted], purchased at the same store last[redacted] on November**. I returned the item in new and resalable condition. The return was in the original packaging with all accessories, cords, adaptors, and documentation. The item was also undamaged in good working condition with no alterations to hardware or software. The attendant Cachier [redacted] charged a t 15% restocking fee (which totaled $9.00) and did not honor your return policy on your receipt which clearly states that I may ¨return the item for an exchange or full refund to the original form of payment when accompanied by the original receipt¨ .. which I provided at the time of requesting a return. She also kept on insisting I get a store credit instead, rather than giving me back my money.. and was also very rude and lacked customer service skills.

I would like Corporate to please send me a check to my home address for the amount of $9.00. I can scan and forward you the receipts if you need me to. My experience today was a very bad one.Desired Settlement: Please send a check for the amount of $9.00 to my home address. [redacted]

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Headphones MDRXB450AP/B.Sony has already contacted this customer. We advised her to please email a copy of the bill of sale to [redacted], and include the Event number [redacted], in the subject line of the email. Once we have validated the receipt, then we will process a refund of $9.00 that was charge for restocking fee. Thank You,[redacted]

Review: The Touchscreen on my Vaio laptop was malfunctioning. After closer inspection, I realized there was a crackon my screen. A week later, the crack grew wider and the touchscreen stopped functioning altogether. I never dropped the laptop, so I was very disappointed: the screen is supposed to withstand touch. I called Sony on August [redacted] 2014 to see if the screen was covered under warranty, since I had purchased the laptop fairly recently on February 2014.

The Sony rep said that if there was no sign of visible damage other than the cracked screen, Sony would repair it under the wear & tear aspect of its warranty. I was given an EventID. Therefore, I mailed the laptop through [redacted]. There is absolutely no damage on this laptop other than the small crack on the screen. This laptop was never dropped and it looks like new, so I sent it.

On Monday [redacted], I received a call from GeekSquad, which is in custody of the laptop for Sony. They said that cracked screens are not under the Sony's wear and tear part of the warranty, regardless of the condition of the laptop. The repair is $450. Fine, send it back to me, I said. Then on Wednesday [redacted], GeekSquad calls saying I owe them $85 for shipping. I was never informed I'd have to pay $85 either by GeekSquad or by Sony. I talked to the GeekSquad rep about my conversation with Sony and how Sony should cover the repair/shipping, but he insisted I call Sony instead.

I tried calling Sony on Friday [redacted] but the waiting time for the call was 57 minutes. After waiting 10 minutes, I hung and called again - the wait was now 72 minutes! I tried their customer support email. It reads that if Sony does not get back to me within 24 hours, email them again for prompt response. After 24 hours. I emailed Sony again, to no avail.

On Monday [redacted] I called Sony again. The rep now says that my warranty does not cover the screen. Upon insisting, he looked at the notes from the previous rep. While he was able to read that "if there was no sign of visible damage other than the cracked screen, Sony would repair it under the wear & tear aspect of its warranty", he insisted he could not do anything about it. I asked him to call GeekSquad and he refused: "this is between you and GeekSquad". He apologized about the fact that no one told I'd have to pay $85 dollars, and he said the fee is was actually for the evaluation, not for shipping. He gave me another email address to complain, saying they would reply to me after 2 weeks.

I need my laptop back as soon as possible - I am in the process of starting an online business.Desired Settlement: Please repair my laptop or send a new one. This is the least you can do given the time/work Sony has taken away from me.

If you really want to go above and beyond, fixed the laptop and sweeten the deal with a tablet as well. Then I will go and say nice things about Sony on social media :)

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding Sony vaio

SVF15N17CXB with serial number [redacted] . Sony has contacted this customer and was advisedthat Physical Damage is not cover by the warranty thats why he needs to pay for the $85 evaluation fee of the unit.Customer understod it.

If you have any questions or require 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]

1) Sony rep said: "If no other signs of damage, screen will be covered under wear and tear part of warranty. Screen is supposed to withstand normal use". Did not mention any evaluation costs.

2) GeekSquad ALWAYS considers screen cracks to be "physical damage" regardless of condition of laptop.

3) Sony reps refuse to contact GeekSquad about it. They assume I am not telling the truth.

4) It seems I should never have sent the laptop, but the Sony rep incorrectly led me to believe there was a chance.

5) Yes, I paid for the repair to get my laptop back. But Sony has not resolved the issue. Once I ge it back, I can send pictures showing the condition is "like new".

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 Notebook SVF15N17CXB. We already talked to the customer and informed him that we were not able to process the check request, because we did not receive the receipt copy for the repair. The customer already email the receipt, and a check request has been made under Order Number [redacted].We also advised him that the turn around time for check is 4-6 weeks. 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:

They called and promised the check will be here in 4 - 6 weeks. I will remove the complaint when the check is here.Sincerely,[redacted]