Sony Corporation of America

Review: I logged in to make a purchase on Sony's website as a "guest" and then created a "user profile" after the order as suggested by the website steps. I then tried to go in to cancel the order immediately, but the order did not show up under my account even though I had an actual order number. I could not reach a Sony representative by phone to cancel the order immediately due to customer call times. I called the next morning as soon as they were taking calls and spoke with 3 very rude customer service individuals--one who was particularly rude & was told that the order was already in shipping so they couldn't cancel it. This after one over night--& on a Sunday--hard to believe they couldn't cancel it! So, I then asked for a prepaid mailing tag in order to return the product at no cost to me--because I tried to follow Sony's cancellation steps--both online & on the phone, but was not able to get the agents help in cancelling the order. I was told they would not offer a pre-paid return label unless the product was defective. I found the whole incident dishonest, and the customer service beyond need of repair. Sony makes an excellent product--but I will think twice before ever ordering a Sony product again & will tell family and friends to do the same--If Sony is unwilling to put better customer service tactics into place.Desired Settlement: refund & postage paid (by Sony) return authorization

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about the Sony DSCW730/L. According to FedEx website, the tracking #[redacted] shows that the camera is already in transit with estimated delivery date on 11/*/2014. We were able to discuss this matter with the customer, [redacted] agreed to accept the delivery and just ship it back to Sony. The customer will call Sony Store customer care team to request an authorization label.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:

Sony is ABSOLUTELY LYING that they contacted me and that I agreed to pay for shipping of the product back at my expense. This never happened. I never agreed to this--and in fact tried to return their call to me, but was routed to about 4 different individuals all giving me the run around and at first refusing to even issue an RMA at all and then they proceeded to tell me that my request for a pre-paid mailing envelope has been denied.

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 Digital Still Camera DSCW730/L. Sony has contacted this customer multiple times but to no avail, we reached her voice mail box. We left her messages. Sony will reimburse the customers shipping cost in case she already ship it back. She will just need to send us the copy of the receipt. If you have any questions or require additional information, please feel free to contact me at ###-###-####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 and the matter has been resolved. Though I still think Sony has the poorest customer service of any corporation I have ever worked for--and I will never do business with them again & shall let my influence of family & friends know my opinion on the subject.

Sincerely,

Review: TV, was purchased Nov. 2013, still under warranty plus the extended warranty was purchased. TV is malfunctioning and once issue was called into SONY Support(02/**/2014), I was to have been contacted within 24hrs of calling in, which they have NOT done so. I have been calling back since then, and all they can say to me is that my issue is under "REVIEW'. Not sure if they are ignoring the fact that I purchased an expensive TV plus Extended warranty and CANT offer a better resolution to have this fixed quicker or they just cant do it. My last call to them on 02/**/214, I was given a date to have some parts ordered and expected to have delivered to a repair service locally here in Las Vegas, N.V. on 03/**/2014 not including time frame for them to schedule the actual repair. 2WEEK delay for a repair is just unexceptable for such a highend product, atleast for me that is. This has to be the WORST SONY EXPERIENCE, dealing with a warranty issue, I mean Walmart handles things like this better then SONY.Desired Settlement: REPAIR/REPLACEMENT. My desire is to have a working TV for my kids, not something on my wall that does not function. A better resolution would have been nice as well as them contacting me versus me having to call in to gather details. Very POOR customer contacting support.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDL70R550A. Sony has contacted this

customer and will go forward with the repair under warranty. The part was

shipped and delivered on 02/**/14.

If

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

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

Sincerely,

Review: I shipped my VAIO laptop to their [redacted] repair facility on April [redacted] for a whining fan and a cracked LCD screen. I called on April ** to inquire when it would be completed. Was advised April **. Didn't receive laptop in the mail until April **. When I did receive the laptop the fan was fixed, but the screen was still cracked, and they had completely erased the hard drive. There was absolutely no reason for them to erase my hard drive. I called their warranty center as well as their servicing customer service line. The servicing customer service line's hours are from noon to 7pm ET. I called four times between 6-7 but there was no answer. I had to try again the next day. The agent was not at all helpful and said to get a refund I had to contact the warranty service center. I called them and they told me I had to contact Sony's 800 number. Nobody was even remotely helpful. I called on April [redacted] to ask for a rework. I still have yet to receive the shipping box to send it back to Texas for repair. So far it has been 30 days and my laptop isn't even close to being fixed.Desired Settlement: I want a refund of my warranty policy ($330.00). My laptop will have been out of my possession for a minimum of 35 days at this point for a simple fan cleaning and lcd screen repair. My laptop is my only source of entertainment in my home.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO Notebook SVF1521JCXB. This unit was sent to the Sony Service Facility for repair. However, our technician found that unit has physical damage. We spoke with the customer today and informed her that physical damage issues are not covered by the manufacturer’s warranty. The customer declined to pay for the repair estimate and refused to continue with the repair. The unit will be returned back to the customer “as is.”

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

Review: I bought a sony bravia tv model [redacted] on nov [redacted] 2011. I spent over 1600.00 dollars to get this brand tv, hoping it would last a long time being from a middle class family. It hasn't even been two and a half years, and this month it stopped working. Without knowledge of expired warranty with [redacted], we asked to repair this tv, hoping it is going to be a small problem. But, per [redacted], the panel and probability of power supply to be replaced, it is going to cost us more than 1200.00 plus service charge. We trusted the brand name for quality. Now, we feel we got betrayed under a brand name. After several calls to Sony's customer service, every time on hold for more than 40 minutes, today, we were told they will only give us a 15 percent coupon to use to buy another tv or sony product. In this case, we feel you are the best way to get the right answer.Desired Settlement: According to the repair associate, even if I get the repair done, the parts I receive will be REFURBISHED from Sony with only a 30 day warranty, meaning they can not guarantee that the tv is going to last longer and there is a possibility of it failing to work in as little as two months. This means that after paying for refurbished parts that total a completely new tv, I can still have it fail to function in very little time. After searching online, we have found that this is not the first time Sony has neglected its customers. As a result, being a brand name sufferer, we want you to understand our problem, and offer us justice for the problem we are facing.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL55NX720. We spoke with the customer on June **, 2014 and explained that Sony will not be able cover the repair or replacement as the unit is already out of warranty. Sony acknowledges his situation and appreciates his loyalty to the brand, so he was offered a 15percent discount towards a new purchase as a good will gesture from Sony. The customer refused the offer and stated that he will file a complaint again.

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 the offer, but we can not accept it, it is insufficient.

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

Sincerely,

Review: I recently purchased a Sony Bravia 70" TV from [redacted] on May **, 2014. Around June **, 2014 one of the HDMI ports quit working on the television. We contacted [redacted] to see if they could fix the television, but they told me that since the television was under the manufacturer's warranty for the first year that I would have to go through Sony. I contacted Sony and they said that they would replace the whole TV. After waiting for about a month, there was still no TV. I called Sony back and they said that they were still processing the TV. I called back for the next 3 weeks because there was still no TV. Finally the third party that Sony got to bring the new TV out, came on Friday August **, 2014. I noticed a huge dent in the new box, and wouldn't you know it that screen on the new TV didn't work. They go to put the old TV, that didn't have the working HDMI, back up on the TV stand, and I see that they smashed the upper right corner of our TV. This must have happened when they initially set it down so they had room to put the new TV up. I was extremely frustrated that it took roughly 7 weeks to get a new TV, only to find out that it didn't work and I am now stuck with a smashed screen until they can get a new TV out here. I called Sony Monday August **, 2014 and told them what happened. They said that after filing our complaint that we would get a call within 24 hours once they figure out how to resolve our problem. I did not get a call back. Still frustrated, I called Sony back on August **, 2014 and they say they are still trying to resolve the issue. Not only have I tried talking to the customer service department, but I have sent emails to their managers about our problems and I have never gotten a response. I have asked if I could get a return authorization from them but they say it's not their process. I fear that I may have to wait up to another 7 weeks before I get a new TV. If they gave me the return authorization, I could return the damaged TV to [redacted] and pick up a new working TV.Desired Settlement: I would like to return the Sony TV in a timely manner; I no longer want this brand of TV.

Business

Response:

RE: [redacted] Case: [redacted]

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL70W850B. Sony has contacted this customer and offered him a brand new TV of the same model that we will be swapping out with the defective one, customer has agreed to another replacement. The order was processed today 08/**/2014, will be available w/in 5-7 business days. Customer just needs to wait for the delivery.

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

Review: I had a SONY DASH. I could not log in my [redacted] account with it a couple ago. It is probably only useful thing for this device. Other wise it is just a expensive clock. I contacted the customer service about this. I was directed to contact some engineer and promised to find a solution for me. My case reference number is [redacted]. Somehow no one continue to help me. When I called customer service again the agent let me to start from step 1.Desired Settlement: Please made it work or replace it with a functional one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Personal Internet Viewe[redacted] We spoke with the customer on June **, 2014 and offered product specialist assistance so that so that troubleshooting and minor diagnostics can be performed and determine his applicable service options. Customer said he is not with his unit and he will just call back if he needs futher assistance with the 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was told that I would be given Tier 2 service. I told them that I was in that service last time and it won't work. Basically the problem is in Sony Dash server side. I have followed with one of the Sony engineer to reset my Sony Dash to factory default and reboot multiple times in last Tier 2 attempts. None of them is working. I can send the device back to Sony and they can debug with it or send me one that could work. I just need to sign in my [redacted] account. I can do this with my Play station 3 and PCs.

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]

This response is same as last one. I have stated that I could not get the letter you asked for. I don't why it is important. Is there any alternative?

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Review: I purchased a pair of sony XBA-2IP headphones on 3/**/13 and purchased the extended warranty with the head phones. 18 months later my head phones began to short out and I contacted Sony about warranty repair/replacement. Sony then sent me a Fedex label to mail the defective head set to them. I did and they received the Headset signed for by one of their employees in Laredo on August [redacted]. It has now been over a month. And every time I call I get a different answer as to what the status is. No one seems to really know where my headphones are or if anyone has authorized an exchange on them. Depending on which department I talk to they blame another department (the exchange department blames claims, claims said they are waiting on exchange, exchange claims there is no stock in warehouse). The replacement was promised to be back in my hands in 7-10 days according to the SLA in the Extended Service plan. It has now been a month and I have no headphones and no Answers. On multiple occasions They have promised to call me back and after waiting two days I had to call them back and once again start all over. This is a ridicules way to run a business. I am writing to the Revdex.com in hopes that maybe a push from them can help Sony do the right thing. Since they seem to not care about the customer maybe they care about their Revdex.com standings.

The sony tracking number attached to my case is [redacted]Desired Settlement: Please send me the promised replacement earbuds as agreed to in the Protection Plan I purchased from the company.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XBA21P. Sony contacted customer and advised that replacement unit has been shipped. Provide FedEx tracking number [redacted]. Upon checking the tracking number, status shows DELIVERED Thur 10/**/2014 11:14AM.

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

Sincerely,

Review: I purchased a blu Ray player from [redacted], this was a Sony product. The seller was circuit city thru [redacted] online. This blu Ray was purchased November [redacted] of 2013. It had a one year manufacturers warranty. I used it twice and then it stopped working. I called [redacted] who told me I had to contact [redacted] who then told me to contact Sony as it was there product. I called them and opened a case. At that time in was sept [redacted] 2014, I was told they would replace if I shipped it back. The item was shipped thru [redacted] with a Sony provided shipping label. This was shipped to [redacted] office in [redacted]. It was received on October **,2014. Since then I have called them 4-6 times with no assistance. They either tell me they can't find the tracking number or that they can't help me and that I will have a replacement in 7-10 days. I've been told that twice, I've asked for a supervisor several times and each time they say they have no supervisor. I called [redacted] twice and they finally told [redacted] 2 weeks ago or more that they were needing my address which [redacted] gave them and they told [redacted] that I would have my new blu Ray player in again 7-10 days. I called to find out from Sony the tracking number and the status of my replacement, they then told me it hadn't been shipped yet, that was last Friday. Sony then called me today and left a message that they could not send me a replacement as they didn't have any. I called and told them I wanted a refund or a replacement, they would not help me. I paid 58.29 for this player as it was on sale at the time.Desired Settlement: I want a new blu Ray plsyer with the same features as the one I sent them back and for all the countless hours I've spent on the phone with them and all the trouble and lies they have told me I also want a full refund and a letter of apology from the president of sony

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her BDPS3100. Sony has talked to customer about the unit today and verified she received it last Friday. We sent her a brand new BDPS3100. If you have any questions or require additional information, please feel free to contact me at *

[redacted] Sincerely, [redacted]

Review: Sony has sold me a defective laptop and will not fix it or replace it. It is defective because the laptop seems to restart randomly after small pixels appear at random spots on the screen. Neither I nor has anyone else has experienced this with their laptop, so I am sure it is a defect due to the fan or video card or something. I have contacted Sony for help two years ago, but they were completely unhelpful and did not send me a box as they promised they would. In the meanwhile, I got my laptop repaired at a laptop repair center, but the problem arose again. I really need my laptop as it is vital to my job search, but I cannot afford to pay to get the motherboard and screen replaced as well as do diagnostics as to why the screen acts weird and the laptop restarts randomly.Desired Settlement: I would like my laptop to be repaired for free (I don't mind paying no more than $100 to repair the screen) or replaced for free. I need the same exact laptop, or worst case scenario, a laptop with identical features.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony VPCF1390X. We have referred the customer to Sony's Preferred Partner, [redacted] GeekSquad for service. We have advised the customer that the time period for the limited warranty that accompanied the product at original purchase has expired and Sony will not be able to honor the customer’s request. Sony considers this claim completed. 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]

They still aren't offering to repair or replace my laptop, which is what I want. Again, Sony made a defect laptop, they need to repair it or replace it at their expense, not mine. It won't be solved until they replace or repair my laptop or at the very least, send me a new motherboard and/or video card or motherboard and/or video card in an excellent condition. Sony has provided horrible service and has not helped me out in the past. They need to do something.

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:They will not pay for repairing my laptop, replacing the laptop, or sending me a free motherboard or video card. Again, given the fact that Sony made a defected product and has not helped me despite my requests years ago, they owe me a free repair, replacement, or free motherboard or video card. Poor customer service and poor product make this Sony's fault, and I expect compensation. I am borrowing another Vaio as I have no choice, and it is performing far better than VPCF1390x.

Sincerely,

Milap Javeri

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony VPCF1390X. The time period for the limited warranty that accompanied the product at original purchase has expired and Sony will not be able to honor the customer's request.Sony considers this claim completed.Thank you, [redacted]

Review: May [redacted]: Purchased Sony a7R Full Frame Mirrorless Camera on sony.com. Got an email confirmation for successful purchase right after the order is made. (Order number: [redacted])

May[redacted] - June [redacted]: Order status went from "processing" to "backordered"

June [redacted] - Received an email saying "We have canceled your order/item(s) due to item unavailability.

On occasion, popular items sell out before we can fulfill all orders. We're very sorry for the inconvenience."Desired Settlement: Deliver what has been purchased instead of canceling the order at Sony's own will. It's a different case if it's backordered and customers have to wait. But canceling the order with an ambiguous emails is totally irresponsible.

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: 3/**/2016 we contacted Sony [redacted] to inform the person on the phone that we had bought a Sony [redacted] from best buy on Nov [redacted], 2015, which was now showing green and negative color on the TV. Since best buy has an exchange policy of only 45 days we contacted Sony to talk about the warranty coverage. we were guided over to technical services after trying to resetting the TV, disconnecting the cable box etc, but all that did not help. The technical service center told us that they have opened a case for this as the TV will need to be repaired.

3/**/2016 - we received an email from Sony National Service and Support citing reference case # [redacted]. Mentioning that WWTS will contact within 3 to 5 days to setup an appointment. I called WWTS [redacted] to find out if they had information about the case # and they told me no as it could take 24 hours for the systems to sync.

3/**/2016 - I called WWTS again to find out if they had information about case # [redacted] and they again informed me that they could not find the case # or find any references to the case with my phone #. At this juncture I called Sony [redacted] to information them about the conversation with WWTS. Sony tried to connect me to their technical services and was told that they are closed for the day and that I should call them in the morning on Monday.

3/**/2016 @ 7.11AM I called sony technical services @ [redacted] and spoke to April, who informed me that the case # is still looking good and that they will contact WWTS to clarify the issue. I also informed April that she should take a note on this case that we will not be available for any sort of service or repair from April [redacted] onward for the entire month of April, she said that she had noted it on the account.

3/**/2016 @ [redacted] I called Sony technical services again and spoke to Rick, who told me that they had made a note on the case that the client will be out from April [redacted] for the rest of the month. He also informed me that the part had been ordered and an appointment had been set for April [redacted] with WWTS to repair the TV and that WWTS technician will call me to setup a time, but the date of the appointment had been set to April [redacted].

3/**/2016 I got another email from Sony technical services mentioning that a new case # [redacted] had been created for my TV repair. Of course I called Sony technical services to talk about this here is what happened:

Me - I see that Sony has created a new repair case, what happened to the old one

Tech - [redacted].

At this point of time I hung up the call and the started writing the complaint here.Desired Settlement: I really dont want to deal with Sony or its related products any longer, at this point of time I want my money to be returned to me so that I can get a different TV set, something other than Sony for sure. and I am pretty sure that I will never recommend Sony or any of its products to any person I know of.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Android LED HDTV ([redacted]). Sony requested a service dispatch with World Wide Tech Services and the technician went out on Friday (04/**/2016) to repair the customer's TV. Sony contacted the customer today to verify if the TV was fixed and the customer confirmed that the TV is working fine now. Thus, we considered this case resolved. Thank you, Joe B[redacted]

Review: I ordered a vinyl record off of a bands website directly, thinking this would benefit the artist more. The company handling the order was Myplay Direct, an online music store. The order never arrived after a month, when it was said to be in stock and ships within 2-3 days. No contact was made by customer service or any automated message telling me about it being out of stock. After multiple emails to the only contact address for Myplay I was finally asked if I wanted to cancel my order for a refund as they have no idea when my product would be available and when I would get it. The customer service provided no explanation for what or why I could not receive the record. If it is out of stock or out of print, I would accept that answer, but they never said so. You think they would be able to find out since they distribute the music. As of now I was told I would receive a refund which I have not. The confirmation email was simply a resent link to my original purchase order. It was only a $20, but it is the principle of the matter.Desired Settlement: I would like a refund and confirmation of my original purchase of $21.97.

Consumer

Response:

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

Sincerely,

Review: I bought new Sony camera on 1/**/2014 from Sony on-line store for my Hong Kong trip between 3/**/2014 to 4/*/2014. During trip, the Sony camera start to not function well. when I back to USA, I mailed my Sony Camera to [redacted] Customer Satisfaction Center, Sony Electronics Inc. Texas for repair since it is still in Warranty. but Sony informed me yesterday, it is not covered beucase the camera is corrosion. I have nothing to do with this corrosion since I only has this camera for more then 2 month, and never used before my 3/**/2014 Hong Kong trip.Desired Settlement: Exchange another same model camera or repair without fee since it is in warranty

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Camera DSCH200/B. Sony’s records reflect that [redacted]’s Sony Camera Model DSCH200/B was evaluated and determined to have corrosion, which is not covered under Sony’s Limited Warranty. However, as a gesture of goodwill, Sony has agreed to exchange the customer’s Sony Camera for a DSCH300/B. If [redacted] would like to accept Sony’s offer, please have him call ###-###-#### and reference [redacted]. This offer will remain open for seven (7) days and is subject to availability at the time of acceptance.

Consumer

Response:

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

Sincerely,

Review: I bought a Sony [redacted] for $69.95 on 4/*/2014 from [redacted] and received it on 4/*/2014. The CD player was defective after using it for about 35 days. I want my money back or authorization to return it after the 90 day warranty because I was patience but persistent with the Sony. Sony stated I must send the defective unit to [redacted]. This would cost me about $30, not worth the cost of the unit nor time to package it and send it, considering the original unit cost. Sony originally would not pay for the shipping. I asked their return center twice by a letter in [redacted], if they would pay for shipping. I received no response. I called the [redacted] center to asking a question for a supervisor. Finally, I was able to locate a Sony contact via email, who sent me a return label after I stated I would report Sony to the Better Business for poor service or not answering my letter that was sent twice. However, I would be returning the item after the 90 day warranty has expired. The label was sent around 7/**/2014. I did find the email contact after the 90 day warranty period but had tried once before, unable to locate one. I asked the Sony representative, [redacted], if someone in authority would still approve the return outside the 90 day warranty and still have gotten no response since she sent the return label after the 90 day warranty time frame. I read another person have had problems with Sony service in [redacted]. I had looked for an online contact before sending letters to [redacted] but could not find one. Still waiting on [redacted] and calling them once, I found an email contact around 7/**/2014, which is after the 90 day period. Sony sent me a return label from [redacted] but I do not know if Sony will still accept the return for a new unit, [redacted], since it is after the 90 day period.Desired Settlement: I would like someone at Sony to authorize the return of my defective [redacted] outside the 90 day warranty period before I package it and send it to the Sony return center in [redacted], to get a new unit, since the 90 day warranty has expired and I have done the best I could with patience to get a return label. The Sony return center in [redacted], had no email address, and did not respond to my letters. Sony is based in New York.

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,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony CFDS05. Sony has contacted this customer and offered a refund in the amount of $69.95. Customer accepted the offer. Customer will receive the check within four to six weeks.

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:

Sony has provided terrible customer service and taken about 6 hours or more of my time to get this resolved. When I receive the check for $69.95 then my complaint will be resolved but I do not want this complaint stopped until I get the check and they stated it will not be at my home until the end of September 2014. I do not trust Sony so I cannot stop this complaint. Thank you.

[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:

Review: My son (a minor) purchased headphones from Sony. He also purchased an extended warranty (below) guaranteeing replacement in the event of malfunction. The headphones malfunctioned and he mailed them in to the Sony Service center in Texas in June, 2014. He has called them all summer and each time they said they were about to mail a replacement set of headphones and he would receive them in a few days. I called twice this week to follow up on the status (week of August **, 2014) and was told twice (most recently today, August **, 2014) that they are about to mail a replacement set and I would receive them in a few days. As per the phone conversation on Monday I should have received them yesterday. They did not arrive. They said the same thing when I called today. They said they would have a supervisor call me back and no one has called.At no point has any Sony employee challenged the validity of the warranty. Today the employee said this is Sony's fault and they need to change their system.The warranty (I had to remove some identifying info because the Revdex.com system would not accept it -- seemed to think the #s were credit card numbers:[redacted]6/**/2013Dear Valued Customer,We would like to thank you for purchasing a Sony Protection PLUS plan. A contract is now in place, and registration has been completed based on the information shown above for your extended service plan coverage.Below we have included the contract information and the Terms and Conditions, which will provide you with detailed information about your Extended Service Plan coverage.Confirmation Number: Model Number: MDRX10/ REDExtended Service Plan SKU: PPSP E2X02Extended Service Plan Description: 2 Yr Protection PlanPlan start date: 06/**/2013Plan end date: 06/**/2015If you have any questions, please feel free to contact us at ###-###-####, Monday ? Friday, 5:00 a.m. ? 9:00 p.m. PT, Saturday - Sunday, 6:00 a.m. - 5:00 p.m. PT.Thank you once again for your purchase, and we hope you have a wonderful experience with your product and the Protection PLUS Plan.Sincerely,The Sony Protection PLUS TeamProtection PLUS Service Plan + Accidental Damage(ESC - SONY CONSUMER ELECTRONICS PROTECTION PLAN)1. The Contract.These Terms and Conditions govern the hardware service and/or replacement service provided to you for the Sony branded product (?Product?) listed on your proof of purchase (?Proof of Purchase?). Your ?Contract? includes these Terms and Conditions and your Proof of Purchase. The provider contractually obligated to you under the terms of this Contract (?Provider?) is Federal Warranty Service Corporation, ([redacted]), (###-###-####) in all states except in Florida, where the Provider is United Service Protection, Inc., ([redacted]), (###-###-####); and in Oklahoma, where the Provider is Assurant Service Protection, Inc. ([redacted]), (###-###-####). Although Sony Electronics, Inc., ([redacted]) (?Sony?) is not the Provider, and this Contract is between you and the Provider, Sony is the administrator of this Contract and when you need service you should call Sony at (###-###-####). This Contract is not related to nor an extension of your manufacturer?s warranty, and instead includes only these Terms and Conditions and Proof of Purchase. This Contract is not a contract of insurance. Unless otherwise regulated under state law, the contents of this Contract should be interpreted and understood within the meaning of a "Service Contract" in Public Law #93-637.2. What is Covered.The available coverages are listed below. The coverage you purchased will be indicated on your Proof of Purchase.2.1. Hardware CoverageThis Contract provides coverage for Product hardware failures due to defects in workmanship and/or materials, including power surge while properly connected to a surge protector. You may be asked to prDesired Settlement: DesiredSettlementID: Other (requires explanation)

At this point the headphones should be replaced immediately and my son should receive something to compensate him for spending the summer chasing enforcement of the warranty that he purchased. I suggest that Sony replace the headphones and pay him $200 for the phone calls he made every few days all summer or at the very least send him a super high-quality, updated set of headphones.

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: Dear Revdex.com,

This letter is to complain about the service that I have received from Sony Electronics customer service. I am a full time college student in Tacoma, Washington and on February 2014 my Sony Vaio laptop broke down. It was purchased new in spring 2012. I have dealt with several Sony service representatives since Feb 2014, and all to little avail.

My computer, a Sony Vaio VPCSB, was taken into repair at the Sony store ([redacted]) in Seattle on Feb. [redacted], 2014. Representative [redacted], no last name given, told me that it would take 3 weeks to repair and he offered me another computer that I could rent in the meantime. Upon receiving my own computer and returning the rental computer, I would have all of my money returned to me. I then paid $1,073.07 as refundable deposit on a loaner laptop.

Information from the service authorization form:

Event ID: [redacted]

Checked in by: [redacted]

Store #: **

Date: 2/*/14

Model (computer): VPCSB31FX

Serial number: [redacted] Service tag: [redacted]

Description of issue:

Disk drive not working, hard drive not working

I called Sony store #** in Seattle on:

[redacted] March – at end of 3 weeks, had not heard anything about the computer, the computer had arrived at the repair shop.

[redacted] March – Sony Store #** patched me through to repair people. They were still doing diagnostics

[redacted] April – Sony Store #** patched me through to repair people. They were still doing diagnostics

I received a call on [redacted] March about the computer being ready and that it was waiting to be shipped back to me

I received a call on [redacted] May from Fedex – they had been trying to get a hold of me, but had the wrong number of which I did not write down.

I had asked Sony repair to ship the computer to their Seattle store #**, as I needed to return the rental computer. I was not informed that the store was in the process of closing down, and therefore had to be picked up by myself at Fedex Seattle offices. If I had been informed of this in advance by Sony I would have then had it shipped closer to me (I live in Tacoma, not Seattle, and don’t have a car so am dependent on family friends to drive me). After several hours on the phone with Fedex and Sony, the computer was finally delivered to my friend’s house around May [redacted], 2014.

I then called Sony US HQ ###-###-####) number since the #** store in Seattle was closed down, and was I told to ship the rental computer to Sony Laredo ([redacted]) and they would work on getting my deposit money back. I had sent an email on May [redacted] 2014 of the receipt of which [redacted] had written about the money being restored to me.

Once I got my computer back, I sent the rental computer back to Sony Laredo (MAY 2014) and Sony said they would work on giving the deposit back. In June, I called as I had not seen the money credited to my bank account. Sony told me that the money had to be in form of a check, and that they could not have it sent overseas (I was living and working in Norway for the summer school break), so I gave them the address of our close family friend in Seattle. Only then, did they state that they were starting the 6 week process of returning the deposit.

Following this:

I called Sony on 09/**/14 (###-###-####) - They told me to send an email to [redacted] - NO REPLY RECEIVED

Called Sony on 09/**/14 - (###-###-####) (###-###-####) The person said that they have expedited the case and someone will call within 2 business days - NO CALL

I called again on 09/**/14 – (###-###-####) They told me to send the email again because it did not go through. (Talked to representative [redacted], no last name given).

I called again on 09/**/14 – (###-###-####) And was told that [redacted] would only contact me when they had a solution.

I called again on 09/**/14 – (###-###-####) Talked to representative [redacted] (no last name given) who said that all the expediting that could be done was done, but that he would have someone from the [redacted] respond by the end of the day. NO CALL RECEIVED

Apart from the now very extended delay in receiving the refund on my temporary laptop I am concerned that Sony have at any time, and are not, holding up to their many stated promises of calling or back or emailing me back .

I am writing to you because I have still not received the refund of temporary laptop rental deposit from Sony USA ($1,073.07 Paid to Sony Seattle #** store on 02/**/12 and am beginning to despair that no one at Sony US HQ has any interest in seeing this matter to closure.

I would thus be most grateful if Revdex.com might be able to lend any assistance in this case.

Kind Regards, [redacted]Desired Settlement: Apologize profusely. Hold up to their stated promises. Have a routine of replying to say the email was received and that they are working on the case.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her refund for the Sony computer loaner SVT1511ACXS.

Sony has talked to the customer and we already discussed the issue and advised her that the refund is now processed and will take 4 to 6 weeks for her to receive. The customer understood. She may use the event number [redacted] as reference.

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 is being resolved.

Sincerely,

Review: I have contacted Sony several times on this matter in which I have been informed there are no managers, there are no live escalations, and the only way to escalate an issue is via email which seems to me cannot be the most efficient process when a customer is having an issue. I reached out to Sony support for an issue I was having with my A6000 camera. They referred me to [redacted] in [redacted] has had my camera since March *. As Per the website which clearly is not accurate, my camera has been out of repair and in transit to terminal since the [redacted]. Yesterday was the first time I was able to get a rep from [redacted] on the phone after over 10 phone calls and five unanswered emails. The rep from [redacted] told me they are waiting for Sony to send me a replacement camera. Sony technical support informs me that [redacted] can't determine whether a camera should be replaced or not that Sony makes that determination and doesn't know why they told me that. So here I am 15 days later still without a camera (which I have needed for the last 15 days for work), and no end in sight as to when I will be receiving my camera back. I can't get an answer from anyone on the Sony or [redacted] side, and this process has made me regret purchasing another Sony product. In the past, I had always been happy with Sony but it is clear to me now that is only because I had never attempted to use a warranty or extended service plan. Sony is quick to sell you the camera, the lenses, the carry case, the memory cards, the extended service plans, and charge your credit card but when the customer needs them there also quick to state there are no managers there are no escalations we have no information.Desired Settlement: I want to receive a replacement camera ASAP or full refund for the camera, lenses, and other accessories purchased.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about the Sony ILCE6000L/B. We reviewed the customer profile. As of now this is currently being handled by our Customer Relations department. An exchange has been processed under order number [redacted]. We already talked to the customer and acknowledged customer’s feedback regarding service and support, rest assured that these kinds of complaints would be addressed accordingly.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]

As I have told the last 2 reps who have contacted me, just because they call me does not put me at ease or make me feel any better about what has been going on. Each customer relations rep provides me with little to no information every 3 days when they finally call me back. They waste so much of my time waiting for an update, only to tell me they're sorry but have no further information. They talk you in circles and hope you will accept their excuses. A rep on Thursday 3/** told me a replacement camera would be overnighted to me. Today is 3/** ... I am still without a camera. They tell you what you want to hear to get you off the phone since customer relations doesn't have a direct contact line. So I'm still waiting for my "overnighted" camera that clearly hasn't been shipped and no one at Sony has any details what so ever. Their customer relations/customer service is very poor. They have no sense of urgency and express no empathy for the customer and their unfortunate situation.

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 Mirrorless DSLR Camera with KIT Lens ILCE6000L/B. Sony Contacted the customer and offered a buyback for $1058.64 however customer requested a buyback for the camera’s backpack as well and Sony has agreed to include it. The last offer is a buyback for $1124.53 that includes the cost of the backpack which the customer agreed. We sent a shipping label to the customer to send the accessories to Sony. We discussed to the customer that our accounting department shall approved this once the accessories are in transit. he was also advised that turn around time for the check is 4-6 weeks. We shall also be monitoring this for the customer. 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 and the matter has been resolved.

I do however feel that the checks 4-6 week turn around time should have been expedited for my specific situation since this entire process has left me without a product since the end of February, approaching 60 days now.

Sincerely,

Review: On January 2012,I purchased a Sony television([redacted]).Six months after my warranty expired,which was june of this year 2013,the t.v suddenly stopped working.I then had the television serviced to find out that the television has a faulty display panel which cost to much to fix.Apparently the model I purchased along with two others have a manufacture defect,now I contacted Sony about this issue for a resolution and their answer was for me to pay $735.00 for a replacement t.v.I didn't fully agree with this method but being that my warranty had expired,I took it as a lesson learned and decided to go with the refurbished replacement television([redacted])because I have children that need to watch t.v.Now a representative told me that after the order is processed I should be receiving the t.v in 5 to 7 business days,I did not.I actually,after waiting so long for the t.v,I was told by a representative ,who was actually nice,that I would receive the t.v in 2 business days instead of the 5 TO 7 Finally the t.v arrives and I connected it as per the manual and for the mean time it was working,I shut the t.v off before I went to bed and awoke to find that the replacement t.v Sony sent me was no longer working.This t.v worked every bit of 7 hours before not working,so I contact Sony and spoke to a representative about the television and how its not working,I guess they didn't believe me because I received a call from a representative telling me to take a picture of the television and send it to them in a text so that they can see if the issue can be fixed,I was also told that I would receive a call or email from a technician who is suppose to service the t,v and never got that,so I guess upon receiving the picture of the t,v through text they realized that the t,v can not be fixed and offered me a brand new t.v free of charge,fine not a problem.Ok,I get a call from a representative on the evening of 10/**/13 stating the obvious,that I was getting a brand new t.v to replace the one they sent sent that's not working,so I asked "how long do I have to wait and which model was I getting?"they kept transferring me to people who had no answers for me,and keeping me on hold for an excessive amount of time till I finally I asked to speak to a supervisor or someone in charge,then I was informed that in order for them to process my order I have to give them a tracking number on the t.v i'm returning,mind you,the tracking number is on the return sticker they sent with the replacement t.v,so I try to give them the (prp#)from fed ex so that they can process my order because i've been without a television long enough and the representative after I gave him my reference number gave me an attitude and placed me on hold only to come back and tell me that exchange office is closed to call back tomorrow,ok fine,so I asked him if he could send an email to the exchange department with prp number attached because a previous rep has done this before,he did not,so I call this morning(10/**/13) and was placed on hold for an hour and a half while waiting on hold I called the other number ###-###-#### and asked if I could be transferred to the exchange department.The conversation was going well until I gave him my reference number and was rudely placed on hold for 28 minutes.Finally a woman representative speaks and I explain to her after being on hold for an hour and a half that all I wanted to do was give them the fed ex prp number so that my order can be be processed and she hung the phone up on me,as i'm typing this now I'm currently on hold......Desired Settlement: I would like a written apology for the poor customer service,the refund of the $735.00 I paid for the replacement t.v that didn't work,this was a manufacture issue and instead notifying the consumer about this issue they are trying to mislead the consumer,having them pay twice for an issue that was clearly their fault.

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:

this is my second complaint,I guess because of my prior complaint about this company,I was hung up and kept on hold only to be met with attitude from a female representative,and when I requested to speak to a manager,which is my right,the female representative wouldn't allow me speak and immediately disconnected the call,now I don't know if this is some form of retaliation for filing a complaint or what have you but this was completely uncalled for,you can not explain your policy to me with an attitude and then hang up on me when I ask to speak to manager.That is very rude and unacceptable,and it's poor customer service like this that i'm forced to deal with,much sadder than that is that me as a customer shouldn't have to be treated this way when all I wanted were answers.I was not rude in any way so there's no reason for this type of treatment!!!!

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 [redacted]. Sony has contacted this

customer and the customer has accepted the refurbished replacement sent. Sony

also extended the warranty to 1 year from 90 days.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Business

Response:

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 the customer has accepted the refurbished replacement sent. Sony also

extended the warranty to 1 year from 90 days. Sony contacted this customer

again to verify she has received email extending warranty to 1 year.

If

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

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [redacted]

Review: When calling to report a customer issue the service manager was VERY rude and belligerent. He even began to talk over me and his exact condescending words were " what do you not understand, you just don't get it do you?"He didn't take the time to explain and treated me like I was an it.Desired Settlement: I would like an apology and some type of resolution to my original issue.

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 Jaw or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: I had a question about the Sony BDP-S550. So I proceeded to talk with someone on your live chat website [redacted]) named [redacted]. I asked her my question. And I've never been so insulted by support before. It's like your company hired someone WHO HAS NOOOO IDEA WHAT THEY'RE TALKING ABOUT. They have no place being in a "support" position. I've a video expert. That's what I do for a living: I cut/edit video. I've worked in the field of professional video for years and everything that your Chat Agent told me was FALSE, INACCURATE, MISLEADING. She told me "Please create a video disc and and try to play." There is no such thing as a "video disc". There is a DVD and Blu Ray, but there is no format out there called "video disc". Then she suggested that I use a software to burn blu rays called "PlayMemories". I asked her if it worked for Apple. She said yes and sent me a link. So I did my own searching and found the real website, and at the bottom of the page it said it DOESNT work for Apple despite what she told me. So she was wrong about the OS. Upon further reading, I had to point out to her that she was wrong AGAIN, and that this software doesn't actually burn Blu Rays. She wasted 30 minutes of my time by giving me nothing but inaccurate and false statements. This has been the worst, most deceitful experience that I've ever had with support. Do you pay these people money to give false information to customers? If you would like a transcript of the 30 minute conversation, I have a copy of it. I'd love to show you it.

If your curious as to what the original issue was about the Blu Ray player, you can go to this website: [redacted]Desired Settlement: I want a specialist, WHO KNOWS WHAT THEY'RE TALKING ABOUT to get back to me with the answer to this question: [redacted]

Business

Response:

February

[redacted], 2014