Sony Corporation of America

Review: November [redacted], 2014 I ordered an Ozzy Osbourne Memoirs of a Madman Fan Bundle from My Play Direct for my girlfriend's birthday (November [redacted]). The website showed the expected to be shipped time was 2 days. A few days later I checked on the order using the order number given to find the ship dates had been pused back about 10 days. November [redacted] came and went without a delivery. I contacted customer service for help after finding out the credit card I orderd with had been compromised. Submitting a new order was the only option so I did so December [redacted], 2014. Once again the expected to be shipped time was 2 days. Today, December [redacted], 2014, I checked on the order using the order number given to find the item has been put on back order. I went back to the website and made up a fake order of the same thing and the expected ship time was 2 days. My Play Direct is lying about their shipping times. If the item is on back order, the customer should be made aware of this. Who knows what else they are lying about?yDesired Settlement: Make them ship my order. Make them stop lying about expected to be shipped dates.

I want an apology letter sent to my girlfriend for ruining her birthday and now her Christmas.

Business

Response:

We apologize for any inconvenience this has caused. We strive to display the most up to date ship and delivery dates. Our ship dates are estimates based on when we expect stock to arrive to our warehouse. As soon as we find out that stock will be delivered to us, we will update the delivery information displayed to our customers, so that they have the most up to date information possible. A 50% refund was issued to the customer.Thank YouCustomer ServiceMyPlay Direct

Review: I bought the Sony product on May, **, 2015 from Sony online store, order number is [redacted]. But I do not receive the product because of Sony cancelled my order.

The cancellation reason is item sold out.

But the real reason was Sony made the mistake of the product price. I talked with Sony and Stated I can wait for the order until it is available, but Sony Cancelled my order and do not let me know, and do not say sorry to me.Desired Settlement: honor the price, and ship the product, also say sorry to me

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We sent an email to the customer regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For further information on terms and conditions in ordering an item from Sony, please visit this link: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄

Review: I bought a camera ( ILCE-7R/B) for USD 204.99 on sony website (https://store.sony.com) on May,[redacted] 2015.Order no is [redacted] .But I received an e-mail on Jun ,[redacted] 2015 that they cancelled my order due to it‘s out of stock. Sony must be responsible for it .They must finish the order , instead of cancelling it .My ID in sony website is [redacted]Desired Settlement: Sony must be responsible for it .They must deliver the order on time .

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. Sony has contacted the customer via email regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual prices of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please paste this link on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ action pending further contact from the customer and/or the Revdex.com

Review: Sony LED TV Model #[redacted] ... This television was a gift and was purchased less than 2 years ago for almost $3000.00 and the television has gone out completely. Took the set to a local repair shop, after contacting Sony... who were of no help because the 1 year warranty had expired... paid $100 for the evaluation. The technician called me a week later to inform me that the television needed a new panel and the cost would be around $4000 to repair! Completely ridiculous! After a simple google search, it seems like MANY people have this same issue with Sony and their panel problems. This television has not even been watched that much. Occasionally in the evenings and on the weekends.Desired Settlement: I want a replacement television. Sony needs to replace the television with an equivalent. It is ridiculous that something that is so expensive didn't even last two years. Electronics are supposed to be made to last longer than this. This television was poorly made and Sony knows it.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Internet [redacted]. Sony contacted this customer and was advised that although the TV is already out of warranty, Sony is willing to review her case to check for further options, provided that her proof of purchase is available. However, the customer advised us that she can no longer provide us the receipt. Therefore, Sony will not be able to extend any accommodation to the customer. Sony’s answer will not change in this regard. We will no longer respond to this complaint since our answer will not change.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:

Two years has passed and the receipt was not saved because you expect a $3000 television to last longer than 2 years. As stated to the non helpful Sony representative, the problem is a KNOWN problem with this model and they refused to budge. They know that these are having this problem and still refuse to do anything about it. I have the television with the model number and serial number and proof from a television repair technician that the set is bad with a bad panel. That should be enough to have the tv replaced.

Sincerely,

Business

Response:

Dear Dispute Resolution Services: Sony explained to the customer that we can offer her a recertified TV at no cost provided that the TV is evaluated by Sony's authorized service center, confirming that the TV has a bad LCD panel, and as long as we have stocks in the warehouse. In addition, it was also explained to the customer that if in case we do not have an available replacement TV to send her, the proof of purchase would be necessary to check for further options. Sony checked its warehouse to confirm the availability of both the same and comparable models but none of them are available either. Therefore, we asked the customer to send Sony a receipt to check other options for her. Although the customer is unable to provide us the receipt, we offered the customer a new TV at a lower price. We offered her a brand new [redacted] for $1,700.00 plus tax but the customer was not satisfied to accept the offer. Sony's decision will not change in this regard. Thank you, Joe B[redacted] and Annette A[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:

$1700 to replace a television that should not have gone out to begin with is ridiculous!! As stated several times, the receipt is not available due to the death of the purchaser. The receipt should not matter, the fact that your product did not last DOES matter. I want the television replaced at no cost to me. I should not have to pay anything out of pocket. I have already agreed to pay the $100 service call fee to have your tech look at the tv. Is it really a loss to Sony to replace a television? I honestly can not believe that if I am willing to have one of your authorized technicians give a second opinion that you will not just replace the television. Receipt or no receipt, the television has a BAD PANEL which is SONYs fault. I want a resolution to this or I will seek other options, including legal options. I will also be gathering people with the same issues to seek further options for them also.

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

Sincerely,

Review: For the past couple of weeks I have a been having issues with my SONY Model[redacted]. The issues are quite a few ranging from speaker issues and connectivity issues. I am a technician so I know how to troubleshoot in order to get things fixed. I tried doing the steps provided on their support website. After no resolve I wanted to call support. The first call I made a young man put me on hold after I told him I had already tried the basic troubleshooting steps and even the factory reset. After holding for 20 minutes the call was disconnected. I know it was on their end because my phone was still on and the end call tone was sounding. I gave him a few minutes to call back which should have been instant and had to start the process all over again. This time I got a different person a young lady. I told her what had just happened and she said there was no record of the call. I tried explaining everything I had already done and she said I had to do them all over and when I asked if there was another option she put me on hold for about 10 minutes to just to get back on the line and tell me she was going to check something else. By this time I was really upset having spent the whole afternoon trying to get support. When she got back on the line she said she would transfer me to another dept to run a test. After I was transferred I told him my frustrations with the whole situation and in the middle of the sentence the call was intentionally disconnected. I was extremely upset at this point and had to go to through the whole process of getting a human on the phone. When I finally did for the third time he told me the dept was now closed and I would have to call back the next day. I call back the next day and when I gave him the case # [redacted] he immediately told me I would have to wait until they contacted me. I asked him if he could help and he unwillingly did. So again I was trying to get brushed off. I have learned my lesson never to purchase their products again but at this point I am still under warranty.Desired Settlement: I do not wish to get a replacement or repair. I am completely appalled at their so called customer service and really hope to get some attention to this so this does not continue to happen to legitimate paying customers. I would like a refund of this purchase. Thank you for your help.

Business

Response:

Dear Dispute Resolution Services:Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony LED HDTV - [redacted]. The customer was able to speak with one of our product specialists on 02/**/2016, however, the customer was not in front of the TV to perform further troubleshooting steps. We attempted to contact the customer today via phone but we were not able to get a hold of her. We sent the customer an email today to confirm if the issue on the TV has been resolved or not and we are waiting for the customer's response.Thanks,Joe B[redacted]

Consumer

Response:

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

I called customer support once again because it seems the issues are now worse in that my television has no display at all. They are saying it could be a power board failure and would have place an order and it's possible this will not resolve the issue. At this point I am so frustrated with this offer and service that I would simply like for them to take back their television and issue a refund. Again I was put on hold for a long period of time and have wasted many afternoons with no resolve. When I finally do get someone on the phone they offer no help to what I am actually requesting which is a refund. They said they would have a customer care specialist call me within 24 hours about a refund but I still have not received any calls. Please help. 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 only received maybe one or two voice mail messages regarding this. I am at work during daytime hours, by the time I get home and the times I have called I have been put on hold and not helped or brushed off. So please do not act as if you are offering the support you should have since the first time I called in.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:Since the customer has issues in getting in touch with one of our product specialists, we send the customer an email and asked for the best time we can contact her on the phone. Sony is currently waiting for the customer's response.Thanks, GraceSony National Customer Relations

I had purchased a sony TV at the BX on base 16 months ago and it no longer works. Sony is usually trustworthy and excellent with customer service. I guess times have changed. I had a chat online and with someone over the phone and both times all they could say is unplug it and plug it back in. It came with a one year warranty but usually with sony I dont have to worry. They are doing nothing to resolve the issue and apparently online there are thousands of others who this has happened to within 2 years of purchase. I have the conversation saved and will send just in case. I would like a refund so I can buy a different brand TV if this is how they conduct business with their loyal customers.

The conversation is as follows:

Review: I purchased a charger for a PS Vita in July. It worked for 2 days and was then defective. I tried to return the defective charger but since the PSVITA was a year old, Sony won't refund my money for a charger I purchased 2 weeks ago.Desired Settlement: My order number is [redacted] and I just want my money back for the defective product they sold me.

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

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. Sony went above and beyond what I would have expected them to do by replacing defective product by extending the warranty.

Sincerely,

Review: Purchased laptop 10/2012 told I cud get it fixed or refunded through sony since bought it throuw [redacted]. Ive done numerous chats online and no luck ive also calledcst serv numerous times told no wait and been online for hours waiting and have to hang upDesired Settlement: Refund of $600 or product exchange if could get better model even better

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE14112FXP. Sony has

contacted [redacted] and we have repaired the computer under warranty.

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: I contacted Sony several times about my system not working properly. After no help I purchase a new system and moved that one do a different room. I also purchased the extended warranty protection plan. After a year and not receiving any help one surround speaker stop working. My Mother has the same system so after testing all speakers I determined that the right surround speaker does not work. I sent sony the speaker with a memo of what the problem was and they sent the same defective speaker back to me and stated that they could not help me. The system I purchased was the [redacted]Desired Settlement: I desire for sony to replace my right surround speaker

Business

Response:

RE: [redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony [redacted]. Sony has contacted this customer and agreed to cover the repair at no cost. The unit is at our service center now.

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 will be resolved when I receive my system.

Sincerely,

Review: On 05/**/2014 I pre ordered from the PlayStation Network for $59.99 MLB The Show 2014 for the PlayStation 4. When I pre ordered the game, it said I would be able to download it at 12:01 EST on 05/**/2014. I was unable to download it until noon on 05/**/2014. Since I was unable to download the game at the time I was told I would be able to, I bought a hard copy of the game. I contacted their customer service who told me I would get a refund. On 05/**/2014 I received a email from their customer service I would not be getting a refund due to all sales are final. I never did download the game. The game was not available when they said it would be. They even told me I would get a refund. But now they are backtracking.

Product_Or_Service: MLB 14 The Show for the PS4 digital copy

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with PlayStation Network. We spoke with the customer today and we requested him to fax in a copy of the proof of purchase so we can review and facilitate refund. The customer agreed and we are currently awaiting for copy of the sales receipt.

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]

Contact was made today as Sony stated by phone. But due to me not owning a fax machine, it was agreed I email them a copy of my proof of purchase not fax it like they replied. The email was sent to [redacted] The email was sent at 2:29 P.M. CST. The person I spoke with was [redacted]. I just called back and again spoke with [redacted]. He was unable to confirm they had received my email as it was not his department. He advised they would call me. If for what ever reason they did not receive my email then they need to contact me so other arrangements can be made.

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

Sincerely,

Business

Response:

Thank you for your response. We contacted [redacted] again on June **, 2014 and acknowledged that we received the copy of the receipt. We offered him a refund amounting to $59.99. The customer accepted the offer and the refund check was processed on same day, June **. The customer should receive the check within 4 to 6 weeks.

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

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 pending refund.

Sincerely,

Review: Purchased a 65" television on May **, 2014 from Sony's online store. It was Paid for with [redacted] with a VISA credit card. When the TV arrived it was defective and would not work. I got a return authorization and the TV was returned. It shipped back on ** May 2014. Sony received the TV on June [redacted] I received an email from Sony on June [redacted] saying the credit for my return had been processed. I called June [redacted] since no credit had been issued to [redacted]. They told me it would take 7 - 14 business days for the credit to show up, and could take as long as 30 days. I called again July [redacted] and was told the refund would be expedited and I would receive an email within 24 hours. After no email I called again on July [redacted]. I was told the refund had been processed July [redacted] and I could call [redacted] to confirm. I called [redacted], they had no record of any refund. I called Sony's online store again and was told my account showed the refund was done, and that was all they could do. [redacted] suggested I call the VISA company and start a claim. This I have done. This was a $5299.99 transaction. They have had my money way too long.Desired Settlement: I just want the refund. It has been way too long.

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. Sony has refunded the charge for the merchandise.

Sincerely,

Review: Purchased a Sony Xperia S tablet while in [redacted] from Sony Outlet Store. I made the purchase on Sept **, 2013 along with a 2 year extended warranty. I had to return the tablet to Sony for repairs back in late July because tablet would not charge. It was fixed and returned to me and worked for a month and same problem occurred. I have called numerous times, I have lost count. All I asked for was a box to return tablet to be repaired again. I have been on hold for hours, then transferred to how many extensions with no one to offer help. I've been told we will order a new box for shipment to your address but will take 2 to 3 business days. That 2 to 3 business days is now over a month with no box in site. My original warranty is up in a few days. I have been trying since mid August to get someone to help me. I purchased this product in good faith and expect Sony to honor their product.

At a loss to what to do next. Phone calls are not working to get the tablet repaired or replaced.Desired Settlement: Would like tablet replaced( because first repair only lasted a month) with new one and full 1 year warranty and honor my extended warranty.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Tablet SGPT121US/S. Sony tried to contact that customer today, 9/**/2014, but we were not able to speak to her. The call was made to inform her that her desired settlement cannot be granted because the coverage of her warranty is just repair. However, what we can do for the customer is to extend the manufacturer’s warranty for 4 months because we understand that since July and up to now, she is not able to use the tablet due to the problem that happened.

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

Consumer

Response:

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

Sincerely,

I returned call to Sony on 9/**/14. A Sony rep told me my original warranty was extended by 4 months and repairs will be made to tablet again. I am satisfied with this solutuion unless tablet needs to be repaired again in a few months. The first repair only lasted a month before tablet would not charge again.

Review: SONY repair center received my Z Ultra phone on 11/**/2015 for repair within 1 year warrant period (RMA number [redacted] ). I contacted SONYMOBILE support for an status update on 12/**/2015. They escalated and asked me to call back after 48 hour. Today is 12/**/2015. I had contacted them 5 times and there is still no update. Everytime I contacted support they asked me to contact next week.Desired Settlement: Repair the phone and send it back to me ASAP. This is the second time this phone goes back for repair and I have lost more than 1 month of use of this phone.

Business

Response:

[redacted] was shipped a replacement phone on January [redacted] via [redacted] tracker [redacted] Regards,Tony G[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: I purchased a Sony laptop a little over a year and a half ago - almost exactly. I was incredibly excited to own a Sony computer. At a week under a year the hard drive, screen and keyboard all needed to be replaced. Now the computer fails to start, will not accept the start-up discs and when I call Sony to voice my concerns they keep me on indefinite hold or tell me that they will register my complaint. No resolution is provided and no help given.Model Number: SVE1511RFXBSerial Number: [redacted]Case Number with Sony: [redacted]Desired Settlement: I would like this product replaced or a refund provided. I have had this computer less than two years and have taken incredibly good care of it and it has crashed multiple times. Even IT experts I have look at it tell me that it's an incredibly poorly made machine.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony SVE1511RFXB. Sony has contacted this

customer and has offered to cover the repair on this computer as long as the

computer has no physical damage. We sent the customer a shipping box on

02/**/14. The computer has not been sent to our service center yet.

If

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

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

Sincerely,

Review: My camera part number DSCWX50/B stopped functioning, the unit would turn on but had an error and would not engage the opening of the lens. The tech that I spoke with explained to me that the unit was not under warranty as their was an indication that it had been dropped. I drove to the Sony store at [redacted] in [redacted] to start the warranty process. I had all my original purchase documentation and the unit was in the warranty period. The tech at this store looked it over and stated the unit looked almost brand new. There were no scratches, marks or other indications that the unit had suffered external damage. The tech on the phone in [redacted] said that he could tell from the internal mechanism that the unit had been dropped. I asked him to send me pictures of the exterior case to support his statement. He stated he could not send me pictures of the external case but could send me pictures of the internal mechanism. This does not make sense to me! Why could he send me one group of images and not another.Desired Settlement: Ideally believe that Sony should replace the unit since it was under warranty. They did not stand behind the warranty and the tech in [redacted] could not substantiate the claim.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the DSCWX50/B. Sony has contacted the customer and was told by the technicians at our [redacted] repair facility that unit has physical damage. Customer was offered a recertified replacement with a cost. Customer was also offered a 15 percent discount coupon towards a new purchase from our Sonystore online. Unfortunately the customer declined our offers.

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:

Thank you for your reply. Unfortunately Sony Electronics is not standing behind the product in question, camera part number DSCWX50/B. This unit was within the warranty timeframe and documentation was provided. I stopped by my local Sony repair facility to have the unit evaluated and the employee that received the camera stated that the unit was in excellent condition (that is looked like I hardly ever used it). The camera was sent to a separate repair facility in [redacted]. The technician that evaluated the camera at the [redacted] facility offered to send me pictures of the internal mechanism that was damaged citing the unit had external physical damage that 'caused' the internal damage. I asked the [redacted] tech to send me pictures/images of the external physical damage and he stated that he could not do this. I questioned why he could send me pictures/images of the internal mechanism and not the external casing! He did not have an answer to my question, he only stated again that he could only send images of the internal mechanism. Sony did offer a recertified camera however the pricing that was quoted was more than I had originally paid for the camera when I purchased it new. Sony also offered a 15% coupon which I declined. I will not spend more money with a company that does not support its warranty.

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 DSCWX50/B. Sony has contacted this customer and was advised that since unit has PD we cant cover repair cost of the unit also unit is oow, we offered replacemnt unit at a cost and the coupon code but customer refused all options.

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

Review: We just bought our 55" Bravia LED television about 3-4 months ago and now we are having problems with it staying on. It will shut power off and on intermittently but the LED light on the bottom stays white, it just flashes. We contacted the service department multiple times and each time we were on hold for over 45 mins, and when we finally get a actual person we will be on the phone for an average of 90 mins. One time we were on the phone with a customer service rep for over 2 hours trying to figure out what was going on with our TV. Once it was determined that it wasn't something that they could fix over the phone, they said that a tech rep will be out here to service our TV within 48 hours. After waiting for 3 days, we had to call the service center back and thats when they told us that the part the tech rep was going to replace was on back order for about 5 months. So they said that they would send out a new TV within 5-7 business days, they asked for our credit card information and said that they would keep it on file just in case the defective TV didn't get sent back, which we understood. We have waited over two weeks for our replacement TV and nothing showed up. We were trying to be patient since we do live in a small town, so we figured two weeks was a good amount of time. After calling them again today and being on hold for 45 mins, I finally talked to a customer service agent and all he could tell me is that it was still being processed at the warehouse and it hasn't

been approved for shipment. He said that the warehouse is flooded with orders and they will get to ours eventually. I asked to speak to a manager and he said "NO." When I continued to ask him to speak to a manager he told me that he could transfer me to someone, but I was placed on hold again for another 30 minutes before I finally hung up. This has been an ongoing issue that we have been having with the service center and now we are regretting buying a SONY product. The service center needs to be reorganized because it seems like it is being mismanaged or not managed at all. We are now going on military leave for a few weeks for personal reasons and won't be here if they TV actually gets shipped.Desired Settlement: We just want our new TV and we want to be notified if they are unable to fulfill their promise on either getting a tech rep out here or if they are unable to send out our new TV within the stated time.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received about KDL55W802A from [redacted]. The first work order that we created did not push through due to system error but we are able to create another exchange order 8/**/14 and we are currently processing it. Sony has contacted the customer regarding issue. Turn around time will be 5-7 Business Days once processed and shipped from our warehouse.

If you have any questions 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....

I just called the number that was given in SONY's response and when I talked to the customer service representative, she couldn't give me a tracking number for the delivery, she told me that the order has been processed on AUG **, and that I had to send out my broken TV before I could receive our replacement tv. I asked her if it was shipped via FedEx or ups and she said that it was shipped via FedEx and the tracking number was the reference number that SONY had given us on a previous voice mail left by their representative. I went onto FedEx's website and could not find any tracking information for this delivery. It was very hard to communicate with the representative because she didn't speak very good english.

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]

We have received the replacement tv two days ago, installed it and it works great. Thank you Sony for replacing our tv. Now the only issue we are having is sending it back. We followed the instructions on the return of the defective item, but when FedEx came to pick up the TV on 8/**/14, the return label that was supposed to be in the packing slip was not there. So the FedEx rep was unable to take the TV for the return shipment. Request a new shipping label sent to our email for quick return of the defective tv. Our email is [redacted]. 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 KDL55W802A. Sony has requested a return shipping label sent to [redacted] as per the customer's request.

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

Review: On July *, 2014, I purchased a Jack White vinyl bundle on [redacted] (a subsidiary of [redacted], which is a subsidiary of Sony). This bundle was to include a vinyl copy of Lazaretto, along with a special vinyl copy of Blunderbuss. Blunderbuss is the cause for this complaint. [redacted] advertised the vinyl version of Blunderbuss which is colored blue and black in a "inverted lightning bolt" design. Instead, I received the regular edition of the album.

The pictures showing the items are included on [redacted]'s product page, and [redacted] further confirmed the inverted lightning bolt design would indeed be shipped to any who ordered in the comments section. You can see the advertisement here, which is still available for purchase: [redacted] This leads me to believe I'm not the only person with such a complaint and that [redacted] is wrongfully and intentionally misleading customers on this product.

Their customer service has been contacted by me multiple times, but they refuse to respond to me at this point. All communications have ceased. Please help me get through to this business and receive what I paid for.Desired Settlement: I would like [redacted]/Sony to deliver on its obligations and promises by sending me a copy of the inverted lightning bolt Blunderbuss. This is what was advertised and why I placed an order through them.

Business

Response:

The stock we've received from our supplier did not match the description they had initially provided. We have issued a full refund and our agents did reply to the customers emails explaining the situation.

Refund details:

9/*/2014

Unique Transaction ID # [redacted]

Order: [redacted]

Amount: $21.00

Review: I bought a DVD player and the remote stopped working after only about 5 DVDs. The product was under warranty and so I called the service center. I was on the phone for over two hours being transferred, hung up upon, and trying to be sold other products instead of solving my problem. Finally, they recognized my product was under warranty and would be replaced. I mailed my remote AT MY COST and never heard from Sony again. I called three months later and was told that they had run out of product and was never planning on sending a new remote. They did not contact me to tell me this. They then told me someone would be in touch and would reimburse me the cost of my remote. This was several weeks again, and I still have not been contacted. The DVD player is useless without a remote. The product was under warranty and now I am out a working DVD player, the shipping costs of sending the faulty remote, and I still have no received a new remote or even reimbursement for my remote.Desired Settlement: Replacement

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony DVPSR510H. Sony has contacted the customer and advised her that we will reimburse the amount that she paid for the shipping fee and the remote control. Customer accepted the offer. We advised the customer to send the copy of the receipt to [redacted] with the event no. on the subject line. We will process the check once we have received the copy of the receipt. Turn around time for the check is 4-6 weeks. We shall monitor the case. Sincerely,[redacted]

Review: I purchased a Sony ILDE7R/B camera and a NEX Lens SEl55F18Z from SONY store at [redacted] at about 6 PM on 3/**/14. These items were display models and sold at 20% discount because the store is closing permanently. I paid $2824.78 for both items.

· While purchasing the items I had asked the SONY sales person --

o If there is any discount on these items offered by SONY for buying camera and lens together. The sales person said that SONY has no discount.

o I wanted to by a camera flash but the salesperson said they don’t have it in store. I can order from SONY website.

o I get 10% EPP discount at SONY store and web purchase. Salesperson declined for EPP discount because of discounted items – no issue here.

o Items were sold as a final sale.

· Very same night at home I thought or ordering the camera Flash online. To my surprise, at the SONY website, there was a bundle price discount of $650 for same camera, a7R, same lens, SEL55F18Z and a flash. A discount of $200 for buying the camera and the lens. On top of it I could get a 10% EPP discount. ?(See URL: [redacted])

· I called SONY store manager on 3/**/14 at 10 AM asking her to take back the merchandise because salesperson had lied to me that SONY has no bundle (or other) discount to the camera OR provide me the $200 bundle discount. Manger refused for both stating it was a final sale.

· I contacted SONY customer service on 3/**14 using 800 number. The representative said that within 24 hours I should get email with instructions and shipping label to send the items back to SONY and SONY will credit the credit card after they receive the merchandise.

· Till 3/**/14 no email was received. I called SONY again, representative said give me one hour, and you’ll receive the email.

· After 5 hours on 3/**, I called back. The representative said they have denied your return request because I had purchased items at a SONY store that was closing. Their system wouldn’t allow for return. If I like I should send email to customer service and she provided the email address.

· I sent the email to the customer service, got back the same response. We cannot take the items back.

I would have never bought the store display products if the SONY salesperson had not lied about the SONY bundle price information. If I use the $650 bundle price and combine the 10% EPP discount, new items comes out to be less than the used (display) merchandise with 20% discount. I understand that the SONY store was “closing” and the sale was final. However, the SONY salesperson made the sale by falsifying about the SONY promotion. As a SONY employee he could have volunteered the information, but in this case he didn’t tell even when I had asked about it.

The transactions numbers for the receipts are [redacted] and [redacted]. Sony reference numbers are [redacted] and [redacted].

This is deceitful and unethical sale practice by SONY. I would like SONY to take back the purchased items that I had bought on 3/**/14. Nobody would pay a higher price for floor display items, if one could get the new items from SONY directly for a lesser amount.Desired Settlement: I would like SONY to take back the camera and lens and refund back the purchase price.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Alpha ILCE7R/B. We contacted this customer on March **, 2014 and offered to send her a camera flash at no cost. Aside from the flash, Sony also sent this customer a replacement battery and a screen protector.

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. Since they wouldn't take back the camera, this was a reasonable compromise.

Sincerely,

Review: To whom it may concern,

On November [redacted], 2013 I went to a [redacted] store at [redacted], and bought my son a Chat headset. My son is 13 years old he's an only child and takes very good care of his electronics. My son told me he could no longer talk through his headsets. I looked at the warranty, it gave me website, [redacted]. I called [redacted] to ask about a replacement or a refund, they told me to call sony. One august [redacted] I called sony and gave them the name of the headset the serial number off it and they looked the item up and told me to print out the mailing lable they emailed me, and emait the product to them, they recieved the item on August [redacted], 2014, On August [redacted], 2014 I called sony to inquire about the headset, I wanted to know if they recieved it, would they honor the warranty or what was going on. I was told I needed to call [redacted] corporate offices and have them send proof of purchase to sony, I did that on 8/** 2014 at 12:03 in the afternoon. A [redacted], sent proof of purchase ot sony while I was on the phone with her. On 8[redacted]/2014 I called sony and talk to [redacted] he said he was a [redacted], he told me they recieved the item but they still had not recieved proof of purchase from [redacted], Of course I called [redacted] again. To make a really long story short I would like to give a list of all Sony [redacted]'s and employee's I talk to, at sony with the times and dates of each call. On August [redacted], 2014 I talked with [redacted], who told me to give it another week, because the service center would be the one's who would have to contact me. On September [redacted], 2014 I Talked to [redacted] who told me as of this day we still have not recieved your proof of purchase. On September [redacted], 2014 I talk to [redacted] who said she was a [redacted] at 11:00 am who gave me a [redacted] email address and told me thats where I needed to go to see about my sons head set, of course I got no help there, on that same day I talk to [redacted] at 11:26 am who transferred me to [redacted] who said she was a [redacted] but could not help me. At this point all I wanted to know was why the warranty was not being taken care of , why was this huge company with all these staff members so incompetent and unable to take care of the needs of one customer who had proven over and over again that I had purchase the item from [redacted] and I constantly told them that its not easy getting my son the things he wants, but he deserved this chat headset, he has a playstation 3 and a Kindle fire he takes care of his things and he gets them when I can afford them and I can't afford another headset. At this point i'm drained and can no longer hold on the phone or even talk for that matter I had explained myself so much. On September [redacted], 2014 I called sony yet again at 10:42am and talk to nene who transferred me a [redacted] at my request who said his name was [redacted], who told me that they had the reciept from [redacted] but the item was not on the reciept, I thought i'd just die, at this point i'm sick, I hung up the phone and called sony again on September [redacted], 2014 and talked to [redacted] who said he was a [redacted], he assured me that my son's chat headset would be mailed to me in 24 to 48 hours. I said okay. I called [redacted] and told them the problem I was having, A young man named [redacted] at [redacted] was like and angel rescuing me from hell, he told me [redacted] I don't why sony would even give you the run around for almost two months on an item that they can't fix, sony is not even the manufacturer of this item your talking about you should have been guided to [redacted] At this time i'm crying , the young man really talked well to me and gave me another Acct# to use when calling about my sons headset, he said when I recieve them form sony to call them back and they would see to them getting fixed. After sony's incompetence for two months I called them yet again on October [redacted], 2014 and asked them when would I get my son's chat headset back its been almost three months now, she told me, and you probably won't believe this but she told me it should be another week. I talk to [redacted] and [redacted] at 11:20 am, on October [redacted], 2014 and let them know that my warranty would be up November [redacted], 2014 they did not seem to care. I wanted to tell somebody who I thought just may care. I do not have a lot of money and my son is a very good kid, and when I can I try to give him something that otherwise we couldn't get. Sony gave me this case # [redacted] three months ago and I have yet to my son's headsets back. I can't afford to let them have them. I can't buy them again.

Thank youDesired Settlement: I hope that someone in your organization will read this and help me, I did not tell half of what i've gone through with this but i'm just to drain to tell the rest.

thank you

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office recieved from [redacted] regarding her Playstation Headset. Sony has already re-directed this customer to the correct department for better assistance.

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

Consumer

Response:

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

Sincerely,

[redacted] I don't know who wrote or type this but I did not and my problem has not been solved,

This is from [redacted] 10/**/2014