Sony Corporation of America

Review: I purchased a sony vaio laptop from sony.com along with the extended service plan for two years. I called Sony and was asked to call ###-###-####, I have been on the [redacted]e with them for more than an hour on three different occassions and have not reached an operator. I just repeats the recorded message to stay online. I contact sony again at ###-###-####, the agents tried to call the 866 number with no response. They keep telling me to call the number again to report blue screen error and overheating issues on my laptop. When I requested them to escalate the case, they report that no one is available and I will receive a return call. No one ever calls back even though I have been promised this by at least two agents [redacted] and [redacted]. Event ID given by Sony is [redacted]. Sony has taken my money to provide warranty, Now when it is time to honor the contract they ask me to keep calling a number that does not work. This is similar to insruance company taking your money and not answering your call when you have a claim.Desired Settlement: Honor the warranty and fix the motherboard or hard drive issue. The laptop is overheating, fix that.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony VPCF1390X. Sony

has contacted the customer and the extended warranty company Servicenet.

Servicenet is having staffing issues and they should be back to normal on

09/**/13.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

[redacted] (id [redacted]) called me on Friday and told me that some one will call me on Monday, September [redacted] with a resolution to the issue. I did not receive any phone calls. They keep telling me that it is a problem with Servicenet and I do not care about it in the least as I made the payment to Sony and expect Sony to honor the warranty. It is not my problem that Sony contracted with Servicenet that is providing awful service.

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],

[redacted] regarding the Sony VPCF1390X. Sony

has contacted the customer and the extended warranty company Servicenet. Servicenet

is having staffing issues and they should be back to normal on 09/**/13.

This

customer should contact the extended warranty company Servicenet. We originally responded to this complaint on 09/**/2013.

If

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

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

Sincerely,

Review: I have purchased the phone from Sony back in beginning of July and did not received the phone until end of July. I only had a phone for less than two month and one morning at home I found inside of the back of my phone is broken. I was shocked because I didnt even drop the phone. When I contacted the Sony they told me to send back the phone to them for evaluation and waited for almost two weeks they sent me an email that they think it's damaged by me so it's not under warranty. They have quoted me almost 300 for the repair. I paid about 560 for the phone and just had it for two months. When I called to resolve the issue, they just said that's how their policy is I either agree with the repair or just take back the broken phone. I believe there is some false advertisement as well. Because they demonstrated the phone with drop proof and water proof. But the point is now my phone is broken from inside of the phone, and I didnt even drop or anything. I went to search and see if other people are having the same issue, and I did found there are lots of people are having the same issue. They contacted the Sony and had same situation as me, either pay for the repair or stick with the broken phone or find other places who can fix it for cheaper. Here is the link from Sony's website indicated that lots of people are having the same issue. [redacted] From the start I had issue with Sony, now I am very disappointed and will never buy Sony products again.Desired Settlement: I want my phone to be fix and warranty by it. I am very upset how a good quality phone (as they have advertised) will break within two months.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony Xperia phone. Sony is sorry to

read about this customer’s difficulty with their phone. Sony has investigated

this case and found damage that was caused by physical abuse. Physical damage,

as shown in the attached image, is not covered by the Sony Mobile warranty. The

customer is welcome to request the phone be returned unrepaired or pay the fee

to have the phone repaired.

If

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

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

Sincerely,

Consumer

Response:

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

Sony is not standing behind their products. There are lots of people having the same issue as I am and Sony just avoiding the defects and let the customer deal with the issue. (As I have provided the link at my previous complaint form.) They are people signing petition against Sony because of this issue

When Sony commercialized this phone it was suppose to be drop proof and water proof. But the thing was I didnt even drop the phone and how can I damaged the phone from inside out?

Sony indicated if anything it's not software involved its not consider under warranty. They just assume mine is physical damage because it was nothing related to the software.

I am sure Sony is aware of this issue, but they just dont want to admit. I am very disappointed at their response, and will never buy Sony products or recommend Sony products to anyone.

Also what made me more disappointed and upset was after I files the compliant, I received the call from Sony's representative indicated that they will repair my phone at no charge. But now I am receiving a different answer. Sony just bounce their customer around and dont care to provide the customer service that they are suppose to.

Thank you for your time.

Sincerely,

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Mobile phone, [redacted]. Sony mobile has advised that the repair on this phone will not be covered due to physical abuse.

We will include pictures of the phone with this response.

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

Sincerely,

Consumer

Response:

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

Sony did not do any diagnose on my phone to see how it was damaged. They just looked at my phone indicated since the screen is shatter

assuming it was physical damaged. I talked to the IT one time on the phone and I told them I did not drop the phone but I did noticed that my phone was hot for certain amount of time. He has indicated it might be due to over heat. If it's due to over heat, I believe it's manufacture's responsibility. Because they have design a flow phone for customer to use. Also the phone was advised as shattered proof, and my phone is broke inside out there is no physical damage outside.

Nonetheless, I have verbal agreement from the customer service manager twice back on Oct [redacted] and [redacted] indicated they will fix my phone at no cost. Now they

are saying they will not. The company is trying to get away from their responsibility from a flow phone that they have design for the customer. They

also involve false advertising. If they do not stand by their words at this time, this means they will not stand by their products. If I do not get any

resolution for this. I will try to take some legal action for it. Because I believe Sony is making bad products and this is why they are not going to stand

by their products at this time.

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

Sincerely,

Review: The Rescue/Recover error code on my sony vaio, which I ran after it wouldnt boot up, indicated that there was a hard drive failure. I called Sony on 3/* about getting it repaired. I was told by [redacted] that we would need to run thru the Rescue/Recover over the phone to determine if the machine needed to be sent in. The charge was $49+tax, which he said if it turned out to be a hardware problem, the 49 would be applied to any future repairs. I started running the R/R, which [redacted] then told me if it failed to call back using Event #[redacted] to initiate sending the machine to Sony. The R/R failed and I called back and spoke to [redacted]. who initiated the return and confirmed there would be a min $99 diagnostic fee which would have the $50 applied to it. When I received my estimate, a) the $50 was not reflected b) was told that cosmetic items (cracked case which happened a year ago and had nothing to do with the performance of the PC) would also need to be addressed before they could install the new Hard drive. Total estimate was more than the original cost of PC. I tried to call and question the 2 items and asked for a supervisor when I was not satisfied with the responses, but was told a) you have to do all or nothing b) I will not fwd you to a superviser c) one agent actually lied and said that the 50 was taken into account and upon additional questioning, admitted it hadnt. I called back on 5 different numbers to try and speak to a customer service rep, but in all cases, was not sent to to them. I searched the internet for alternate numbers, but none got me thru. I believe that a) the $50 should have been applied as presented by both agents b) I as the consumer should be allowed to only fix what was originally requested (new hard drive installation)Desired Settlement: a) the original $50 applied

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEB3QFX/WI. Sony has contacted this customer and provided him a refund of $49.99 for the Diagnostic Fees he paid for; this processed and authorized on April **, 2014.

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

Review: Dismissive, inefficient steps by Sony to honor Tipo phone warranty & replace phone now that all other repair efforts are exhausted.

I first contacted Sony Xperia Contact Center on 12/*/13 (Service Request: [redacted]). The service agent insisted that he email me a link to restore the software on my computer. After explaining to the service agent that I really thought my phone was broken to the point where restoring the software would not make any difference, my concerns were dismissed-I, in fact, stated that I did not believe my problem was resolved on the phone survey at the end of my call.

The "process" of getting my phone fixed, involved Sony discouraging me to take more action to having my phone replaced-an extremlely aggravating "game" to say the least.

A conversation I had at least three times with Sony discouraging me to send my phone in for repair went: "I just don't want to see you go two weeks without out a phone" (my response) "I have another phone I can put my SIM card in and use temporarily"-no retort to my reply, but the message was clear, that Sony did not want to pay for a phone.

On Jan [redacted] 2014, I called another time, and was finally given the go ahead to send my phone in to be repaired.

I have been clear on the numerous conversations I had with Sony the nature of the problem with my phone-repeating the behavior of the broken phone many times over. The only solution I had been presented with was to "restore" the software on my phone-after more phone calls to try to resolve the problem with my phone, and explaining that my phone is just as broken after restoring the software.

I sent my phone in to be repaired (at MY expense) after being told that if the problem was not due to neglect, and if the phone could not be repaired, I would receive a new phone.

Much to my chagrin and disbelief, Sony returned my phone after finding NOTHING wrong with it, but only that they had to restore the software-their original (and only) solution from weeks prior! How could there be no record of the issues I presented on the phone so many times?

The problems with my phone are the same-keys stick, jump and add characters- dialing is often impossible, and accidental dialing is a challenge to avoid.

� When I got the phone back, it no longer recognized my SIM card (as did not when I sent the phone the phone to Sony, but the SiM was recognized by my backup phone).� I bought a new SIM card and now the phone recognizes the SIM care, however the issues that make my phone so frustratingly flawed, go on, and on. � I tried to call customer service after I received my phone back, however the length of time that was required for me to wait, to re-explain, and plea my case, was not something I could commit an hour or more to do.

My warranty runs out the end of this month-a point I have made all along to Sony. � I sent Sony an email two days ago, stating that if I did not receive a new phone, I will report them to consumer agencies, and relay my disappointment through online consumer forums. � I have been more than patient. � Again. I have been (much) more than patient with Sony, and now it seems clear that they will plan to make me jump through more hoops after my email.

My email has stated, that I will not respond to more senseless, time-consuming inquiries about the "exact" type of the difficultly with my phone. � It has been gone over and over, again and again, on the phone and through email. Why would such a large company want to leave a customer in limbo, and not take the time to see if their issue has been resolved? I can't understand. I have been an audiophile since a very young age, and never had a problem with a Sony product, however, the end of the month is almost here and my warranty will expire then. If Sony will not resolve this matter, and simply send me a replacement phone, then I can only conclude that Sony does not need me as a customer, and therefore I will never buy anotherDesired Settlement: A new, or refurbished, working phone is my first choice, but I would settle for my money back, as a second choice.

Business

Response:

Sony Mobile will be contacting [redacted] shortly to discuss this matter. Thanks,

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 already made claims through email that they have tried several times to contact me by phone. I replied back to Sony that I have no record of any calls from them and asked them to please provide phone records. They repeated their staterment by email, that he have tried to reach me by phone, and have continued to disregard my issue. Sony has not made even ONE attempt to resolve this matter.

I believe they either need to make financial restitution, or simply admit that they have no interest in following through, so they can stop wasting my time.

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:

[redacted],

This complaint has not been resolved. A number of weeks ago I had a message on my cell phone that stated: "This is a message for [redacted]. I am calling on behalf of [redacted]." I listened to the message several times trying to figure out who it might be. I clearly heard "[redacted]." A number of days ago, I received a phone call from a person whose voice sounded the same as the VM I received—I asked" "Who is this." Reply: "I am calling on behalf of [redacted]." I said" "Whose [redacted]." reply: "[redacted], sony." reply: "I heard [redacted], that's why I never responded to your phone call." reply: "I am calling about an issue that has escalated involving [redacted]."

Escalated? I needed to get to work and I expressed why starting from the bottom to outline my complaint to the caller was not reasonable.

Facts on my part:

I first tried to "troubleshoot" my phone several times re Sony's assistance by restoring it's software.

I spent a lot of time on hold with Sony, deferred, redirected, etc.

I sent the phone to be repaired at my expense, to receive it back with the message that there were no problems, that the software was restored.

My SIM card was no longer recognized when I received my phone back. I bought a new SIM, which was recognized, but the problems continued.

I sent a certified letter to contact Sony, with a detail history of my issue and how it has not been addressed.

I sent several emails to Sony stating that discussing this issue on the phone has proved futile and why.

Sony claims to have attempted to contact me prior to the phone calls I mentioned. They did not. I asked for phone records. I continued to receive no response.

[redacted], whoever the person is that called on the phone wanted me to go into the entire issue from the start. I told him my issue was clear, and that I had stated that I have relayed the message several times that I would not discuss this on the phone. Honestly? If this gentleman had my letter, or some issue of the complaint in front of him for discussion, this would have been a different story. Furthermore, it does sound like he was not going to be the person who was going to resolve my issue?

I have had to spend money on another phone. This problem has been going on since Jan now! Warranty on the phone has technically running out in Feb. I HAD to buy another phone. Sony's "smart phone" was extremely problematic to use merely as a phone.

I might expect this kind of behavior from a small company, but Sony? Really?

This has been a tired issue, which is near exhaustion, with a clear solution: provide reasonable customer service.

If the Revdex.com can somehow place a negative review on Sony's lack of? Everything. That might be the best I can hope for. Your feedback is of interest, but if Sony believes they have taken reasonable measures to resolve this issue, they really are either not paying attention, could care less, or I am merely so low on their list that dealing with my issue with inefficiency is something they believe is okay.

Thank you for your attempts to advocate on this convoluted issue.

Review: Event ID: [redacted] Notification: [redacted]In early August, I contacted Sony about a damaged camera (broken screen) and was instructed to send it to the Sony Service Center in [redacted]. On September *, I received the camera back via [redacted] Ground. I opened the box and removed the screen shipping protector (a small piece of film) and noticed a tremendous number of scratches. I immediately reviewed the service order which indicates they replaced the entire LCD module. I contacted Sony immediately and spoke with [redacted] who requested I send by email a number of pictures clearly showing the damage as well as the box itself and explained I would receive a call within 24 to 48 hours to discuss my issue. I waited 1 week and received no response from Sony and called and spoke with [redacted] again. [redacted] indicated the claim was under review and I should hear something by the end of the week. A second week went by and I contacted Sony again on September ** and spoke with [redacted] once again who stated my claim had been approved and that I should be getting a call back within a day or two as to the camera model Sony I could expect to receive.I called Sony again on Friday, September ** and spoke with [redacted] stated no one had ever reviewed my claim and that [redacted] had yet to reply regarding the shipping damage. I explained the [redacted] that the damage was quite obviously not caused by [redacted] but rather inside the Sony Repair Center. [redacted] stated he would escalate my call to a [redacted] and someone would return my call within 24 to 48 hours. When I explained this was no longer acceptable as I'm tired of broken promises and wished to speak to a [redacted] refused and stated Sony's policy is for [redacted]s to return calls. I explained that due to Sony's incompetence, I was unable to use my camera for 2 family events and was very angry and would be contacting both the credit card company and Revdex.com if he continued to refuse to let me to speak with a [redacted].Desired Settlement: I either expect my camera to be repaired AT SONY'S EXPENSE or to be replaced with a like or better unit. I expect Sony to pay for all shipping charges to and from their location and expect Sony to resolve this matter in a quick and timely manner..

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DSCHX10V.

Sony has contacted the customer and we already discussed procedures and possible solution to issue.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Sony phoned on Monday, September [redacted] and asked that I return their call. This was done about 30 minutes after receipt of the call. The lady had no idea why I was calling and said that the matter was being handled by another department and all she could tell me was the matter was being looked into.

On Thursday, September ** I again was contacted by Sony and was asked to be patient as the matter was being looked into. When I asked when I could expect to hear something about this again, the lady stated it would be at least another week or maybe two. I told her that was unacceptable as we were now nearing one month. The lady stated that is not how Sony works and I would need to be patient.

After explaining my side, the lady offered to issue a pre-paid label and work order for repair of the camera but would require a credit card as a guarantee for work/service provided. I refused and explained that I already paid for my repair and am not satisfied with the work done as the unit I received has a severely scratched screen.

Sony issued a pre-paid [redacted] Label this morning in order to return the camera to them for repair but also stated int heir email that the service center needs to reevaluate the camera and shipping container in order to ensure it was not the delivery companies fault and determine if the camera is damaged beyond repair.

Until such time as I have a working undamaged camera in my hands, I can not consider this matter as a resolved. Sony has been given the benefit of the doubt time after time and I no longer have any trust in anything they say and believe closing this complaint early would be a mistake..

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 Cybershot camera. Sony has contacted this customer and was advised per our customer relations department that the unit will be repaired. We apologized to the customer about the delay in service and informed him taht our service facilty will do their best to have the service completed ASAP.

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

Consumer

Response:

in reference to complaint ID [redacted], Sony Repair returned my camera on Monday, October **. According to their work order, the outer housing has been replaced and this appears to have been the case as the lcd screen is no longer scratched.

The camera itself appears to be in proper working order and as such will consider this matter as resolved.

However, I would like to add that this repair took over 2 months from the time this camera was initially sent in and 6 weeks from the date Sony was first notified about the damage which occurred within their facility.

Sincerely,

Review: I purchased a $2,200 television early 2012. The television seized working in September 2014. I contacted Sony five times to discuss options for repair and replacement as the one year warranty expired but they agreed the television should not have died so rapidly.

Each time I was told there would be followup and they would work to resolve the situation. I have not to date received any followup call and each time I contact them again, I get the same response but no followup or return answer.Desired Settlement: I would like Sony to cover the cost of repair or replacement for the practically new television that seized working. According to my research online, many other customers have had the same or similar problem with their Sony Bravia television. This company should not be allowed to produce poor quality televisions that break after two years.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720 .Sony has already contacted this customer unfortunately we were not able to speak with her directly. The time period for the limited warranty that accompanied the product at original purchase has expired over a year ago, thus Sony will not be able to honor the customer’s request. However Sony would like to offer her 2 options: a 15% discount on a brand new unit or a replacement with a Sony factory recertified unit of the same or comparable model for $679 + local sales tax. This will be Sony’s final offer, if the customer is interested he may reach our agents at:[redacted]US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternSincerely,[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:

My husband and I are not agreeable to the resolution offered by Sony. We are seeking a refund as originally indicated. We simply are not willing to spend an additional $679 plus tax on more Sony products that are simply refurbished with no guarantee that they will last longer than the last one we purchased. We want to replace this television at no additional charge. I have already connected with more than 30 other unhappy customers with similar problems and from the Sony message boards there are 100's of Sony customers with similar and exact complaints. If they are unwilling to correct the flawed product(s) they are selling to consumers I am aware of my rights to pursue legal action. It is horrible what this company is doing by taking thousands of dollars of people's money for products that do not work after less than 3 years! [redacted]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720 .Sony has already contacted this customer unfortunately we were not able to speak with her directly.Sony provides a warranty for all products to allow for initial failures to be covered at Sony's expense. Once the warranty expires, it is the customer's responsibility to cover repair costs. 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]

Review: 12-*-14

To

I had purchased a Sony Walkman (radio) on November [redacted] -13.(last year) I am writing in reguards of my radio. I was going to mail it out to be replaced with its warranty before the year was up but it's been some misunderstanding with mailing here. The radio has just stopped working and with it being in good condition, I don't understand. I have both the radio and warranty which states that within the year Sony would fix or replace the radio. I wrote to Sony on Nov. [redacted] and haven't heard anything. I would like for my radio to be fixed or replaced.

Please advise,

[redacted]Desired Settlement: I would like for my radio to be fixed or replaced.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about her Sony Radio. We would like to help the customer with this issue, however we don't have enough information on this complaint. The customer may email us directly at [redacted] or contact our support at ###-###-####, we advise he use the event number [redacted] for reference. We hope to hear from the customer soon.Sincerely,[redacted]

Review: I received a replacement tv from son. They replaced a tv with a known defect, and sent me a new tv....different model.

I was satisfied, but two years with the new tv, and the screen goes pink. A quick [redacted] search of SONY LCD tv Pink screen, will bring up many complaints about this issue, going back 3 years. Sony has waited until the tvs are out of warranty, and told me and other customers that we are responsible for the bill. The estimate to repair the tv is over $1500.00, from an authorized sony service tech..That is more that the original cost of the TV. Ive tried to contact SONY support and online chat. They were no real help, bound by corporate playbook. they said that they would give me 15% off a new tv. So, my options for a two year old tv, that was sent to replace another defective tv are:

1. pay over $1500.00 to fix the tv

2. buy a new , similar sony tv with the 15% discount, which is over $1000

There is a long complaint history about this exact problem with the lcd panel, but sony says there are not enough official complains to constitute a recall...as per my phone convo with a sony just service agent

This a devious , deceptive plan by sony, to ignore a problem until tvDesired Settlement: I have been a lifetime supporter of sony. Ive owned and still own many sony products , including sony PS3, two Blu ray player, two current tvs, three past tv's, as well as speakers, and home theater tuners and accessories. just want my tv to be replaced, or fixed so the problem with the LCD screen is taken care of. This is a known issue with the sony lcd pink screen, as well as other issues..Two defective sony lcd tv in a row is very unacceptable. And sonys responses of, sorry out of warranty, get it fixed and pay the service man is just bad business policy. I have the entire chat I had with sony support in pdf format, and names , date and time of telephone conversations with other support specialists.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony TV KDL52EX701. Sony contacted the customer several times, however we were not able to talked to him directly. We would like to get more details about his issue. If the customer prefer to process this thru email, he may send his message to [redacted] and make use of the Event ID [redacted] as reference. We are looking forward on resolving his issue. He may also call our support at:###-###-####US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm Eastern We shall be monitoring this case for the customer. Sincerely,[redacted]

Consumer

Response:

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

Sony has not attempted to contact me in any way. I have not received one email, phone call, or letter. I called the phone number in the response from Sony, I was told that the Event ID number referenced in the Sony response was not connected to my complaint, and is in another customers name. I was told by the representative on the phone to email the info to the address provided in the Revdex.com response from Sony. I sent an email to the address provided. I included the event ID, the original Revdex.com complaint, and a copy of the Sony response to the complaint. I have received no communication, or response from Sony in any way. The company has not addressed the situation of my defective TV at all.The situation has not been corrected, or even acknowledged properly by Sony. Please keep this case active, and request that Sony contact me, and replace my defective TV.

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:

Sony has not called me or resolved the problem. Here is an email I sent to Sony and the response I received .......This issue is not resolved, and Sony will not acknowledge that it has an ongoing problem with defective LCD panels that go bad just after the warranty expires. I have not received any phone calls from Sony. I have all of my call records, both cell and home phone show no calls from Sony. My phone number is xxx-xxx-xxxx(edited for privacy) Please let [redacted] , who responded to the Revdex.com complaint, know that should stop telling the Revdex.com that Sony has made multiple attempts to call me, when that clearly is not true.The original Event ID when the original tv was replaced is [redacted]. The replacement took place over the phone. The original TV was defective and replaced by Sony with the TV that I have now. The new TV is defective.please contact me at the phone number I have provided.[redacted]response from Sony[redacted]

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 KDL52EX701. Sony has contacted this customer and informed him that there is known issue on this TV model. We have advised the customer that the time period for the limited warranty that accompanied the product has expired and Sony will not be able to honor the customer’s request. Sony considers this claim completed.Sincerely,[redacted]

Sony Corporation has horrible customer service. I recently purchased some Sony PlayStation devices and within a week the device was not working. After waiting for over an hour to speak with a representative, I was told that even though it is a common problem, I would be responsible for covering the cost of shipping, waiting an extended period to see if they could fix the issue, and also not getting reimbursed for any of my monthly subscription fees while they have the remote. Sony gives you the run around when you ask about logging a complaint or getting fees reversed and makes it impossible to work with them. They ultimately would not work with me and gave me an address to write a letter and send it rather than an email, phone number, etc. I will never buy another Sony product and will tell everyone to stay away from these systems until they get all of the issues worked out.

Review: This company sold tickets to a meet & greet holiday

Party for [redacted]. They said they would email the invitation by nov *, 2013. They have not done so, and have stopped replying to emails. They do not have a contact phone number. There are hundreds of upset customers that purchases her cd on-line that have not received their invitations. The party's are in different states starting today. Many people can not go now. I am purchasing airline tickets & making hotel reservations to attend the dec *, 2013 event and do not have their final confirmation email. I need this to get in. They simply don't reply to email anymore. I have attempted to reach them 20 times. I want my tickets!Desired Settlement: I want my email confirmation to attend the event for 4

People as I purchases two copies and each copy is supposed to admit

One child and one adult.

Business

Response:

We received the complaint and immediately forwarded it to the responsible people.

Review: I originally ordered the wireless Walkman on 3/**/14; it was delivered on 3/**/14; myself being a very busy college student, never got a chance to integrate it into my computer system until approximately 4/**/14; after short-term use I realized the product was defective, although I uploaded more than 500 recordings to the portable device it repetitively plays approximately 10-12 recordings. I phoned Sony and voiced my concern. I received a work order number ([redacted]). I mailed it in on 4/**/14; they signed for it on 4/[redacted]/14 at 9:23 am documented by USPS tracking. I waited 5 days, and then called to check on its progress. I have been put on hold till my phones batteries were dead. The Exchange Dept. has never answered the phone. After 2 weeks of attempts on 4/**/14 the Public Relation Dept. gave me a mendacious FedEx tracking number ([redacted]) the guy claims the Walkman was mailed back to me on the 10th, when I questioned his integrity, of how can it be delivered and then re-mailed on the same day, he hung up on me stating that is all Im going to get. I purchased a 3 year extended warranty with the product, totaling 113.14. I dont trust them after a month of trying to get my product back; I just want a full refund.Desired Settlement: Total Refund 113.14, will include the warranty.

Consumer

Response:

At this time, I have been contacted directly by Sony Electronics regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Greetings,

I'm sorry I could not click over and answer your call, I was in-fact on the phone with Sony, who has vowed to give me a full refund via check with the next 4 weeks. It seemed that the package was delivered by FedEx on 4/**/2014 wrongfully, it definitely required a signature (I live in a Public Housing Building, with over 300 apartments) therefore, if a package is left at my door unattended it is destined to be stolen and it was. I stress the required signature option when I order anything via mail, but FedEx always fails to follow protocol and is therefore liable, for damages. I never knew it had been delivered. Without the treat of your companies interference--I was not getting any responses, until today (when they told me they received your letter). I'm extremely grateful for your help in resolving this case. But, your can consider it to be closed on 4/**/2014. Again, I'm very appreciative.

Kind Regards,

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

Sincerely,

Review: I have not received my Sony Walkman back from the service repair. I sent it in July** and was suppose to have it back

Within 7-10 days. I called the company August [redacted]and spent many hours on the phone being transferred to different. Departments. I have talked to many people in the Sony repair departments and have had 3different people say they would send it out to me. Today is sept.* and I still have not received my Walkman back.Desired Settlement: I would like to have my Walkman back and I would like Sony to know what their customer service is like in their service and repair department.

Business

Response:

RE: [redacted] Case:[redacted]

Dear Dispute Resolution Services:

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

[redacted] regarding The Sony NWZW273BLK network walkman she is waiting to get back from the repair center. Sony has contacted the customer after reviewing the file and advised customer that her concern is being expedited and the specialist assigned to her concern will be contacting her in 24-48 business hours. to provide her updates [redacted] agreed to wait for the call.

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: after receiving the call on sept** , I never received the call that I was supposed to gget within 24-48hours. So, I still do not have my walkman back or a refund and I still don't know when I will get it[Your Answer Here]

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: In 1/*/2014 I purchased a Sony Vaio Pro 13 laptop from the Sony Online Store. Due to noise issues arising from a possible defect I sent it in to the [redacted] repair center numerous times to have the issue resolved. However, Sony was ultimately unable to fix the issue and agreed to issue me a full refund via check of $1131.13. According to Sony, the check was requested & approved on 9/**/2014, and was expected to be processed and delivered to me in 4-6 weeks. As of now it has been over 10 weeks, and I have still not received the check. I've been in constant contact with Sony through e-mail and phone and aside from letting me know the obvious -- that there is a delay in the delivery -- they refuse to give me any updates whatsoever blaming their inability to look up any information about my check. I am a college student majoring in Computer Science who has been inconveniently without a laptop for an entire school semester due to Sony's refusal to return my money that I spent on one of their defective products.Desired Settlement: I'd like to have the check of $1131.13 in my hands as soon as possible so that I can purchase a laptop and continue my studies.

If possible, I'd also like the accounting department of Sony to contact me through e-mail or phone to give me a explanation for this unreasonable delay.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the status of the refund for his Sony Notebook SVP132190X. We already talked to the customer and he was informed why there was a delay on this. Currently, another check was already processed with his correct address. 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:

I have indeed been informed that there has been a delay on the part of Sony in processing my check -- multiple times, in fact. But being told the obvious doesn't really resolve the issue. In response to my Revdex.com complaint, Sony has contacted me and has assured me that another check will be processed promptly. They told me a week ago that I will be receiving a call once the check is processed and a tracking number generated. I am still waiting for the tracking number.

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

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about his refund for the Sony SVP132190X. Sony has reprocessed another request for a check to be delivered to customer’s address, apparently there was a delay on this due to system issues. Our email response team is currently updating the customer with the status of his refund. 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.

Sincerely,

Review: On August **, 2011, I purchased a Sony Bravia TV, kdl-55ex720 from Phil's TV and Serice in Toledo, Ohio for $2250. On December **, 2014, I went to use the TV and the screen would come on for about 3 seconds and turn off. I call Sony customer service and followed the proceedures (turn off the TV, try to reset, etc) to no avail. I told the Sony representative that a red light flashed 4 times. I was told to take the TV in for service. I took the TV to Household Central Services on December 30. Today, I was told that the TV's LCD panel has failed, Sony no longer services this part and the TV was unable to be repaired.

I find this outrageous that a $2250 TV that is 3 1/2 years old is basically suitable for a trash land fill. I purchased Sony with the intentions of buying a quality product that would last more than 3 1/2 years. From what I have been reading on the internet, this appears to be a fairly common problem with Sony televisions.

I have tried to contact Sony's customer service in order to get satisfaction with my issue. Unfortunately, Sony does not have any customer support that is based in the United States and the people on the phone were not at all interested in resolving my issue to my satisfaction. I was basically told it is out of warranty and tough luck. I find this response unsatisfactory and I am filing this complaint in order to get a satisfactory resolution. I plan escillating this matter with my State Attorney General if Sony does not respond or basically advises me that my product is out of warranty and touch luck.Desired Settlement: I am seeking a refund or exhangne of this defective TV for a new TV. I realize it is 3 1/2 years old, but I also think it is realistic that a TV would last 10 years. Therefore, I would be willing to pay for 35% of the cost of a replacement television.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720. Sony has already contacted this customer, we advised him to please email a copy of the Bill of Sale of his unit to [redacted] and include the Event number, [redacted],in the subject line of his email. We will further check what options we could provide the customer. We would like to get this issue resolved and to be taken care of. 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:I have provided Sony a copy of my originial bill of sale for the television that has failed. I have requested that the person from Sony contact me today (January **, 2015) regarding their proposal to resolve this situation. As I do not know at this time what Sony's response will be, I can not say that my inquiry has been resolved.

[Your Answer Here]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55NX720. Sony has already contacted the customer thru phone and email, we provided him the tracking number for the replacement unit, SY73173314. The customer emailed us today Wed 2/*/2015 11:02 AM, confirming that he already received the replacement television . Sony now consider this claim as completed and resolved.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.

Sincerely,

Review: My television broke within 5 months. Sony did not respond after I completed their requirements: troubleshooting, sending receipts, photos, and videos. I filed a Revdex.com complaint ([redacted]) and Sony contacted me and sent a replacement television. The packaging was inadequate and the television was damaged. I sent it back and Sony sent a second television with poor picture quality. I have videos of both televisions and have sent them to Sony. I have now had three Sony televisions that do not work! I was further advised that these refurbished televisions would be warranted for the remainder months of my warranty and I have been without a television for 6 weeks. I would like a refund of my money ($593) because three broke televisions and six weeks without a television is ridiculous.Desired Settlement: I would like a refund of ($593.20).

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL48W600B. Sony has contacted the customer and advised her to send the receipt to [redacted] with the event no. [redacted] on the subject line to further review the case. Once receipt has been validated, we will contact her with a resolution. We will monitor the case. Sincerely, Jim C[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony already has the receipt because I sent it on July **, 2015. I was advised that they would not warranty the repair without the receipt and if they did not have the receipt why would they send me two broken televisions? Furthermore, what is Sony's plan to resolve this matter, send another broken television? I do not want a third broken television. Either they can give me a store credit from [redacted] ($593.21) to go get another television and I can take the broke Sony television back; refund my money; or send a repairman to fix this television. In addition, Sony offers me the remainder of my 1 year warranty on the refurbished televisions that they sent me, so I will have lost 2 months of warranty on the refurbished television too and quite frankly, it will be about three months by the time I get the third television. Sony has a poor track record of mailing televisions and I have wasted a lot of time and energy already, I don't want to waste another month of warranty waiting for another broken television.AlsoIn addition, I emailed the receipt again on September *, 2015. Thank you for your support and I look forward to your response.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL48W600B. Sony has contacted the customer and offered buyback for $593.21. Customer accepted the offer. We requested for the return of the 2nd replacement and a signed settlement letter to complete the buyback process. We will monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

Sincerely,

Review: So when you buy an extended warranty from a large company like #Sony for $300, one would expect that they would either fix or replace a laptop when it malfunctions. No ! Not if it has cost them to much in the past. Apparently when my HDD was replaced last year it cost them $400, so last month it stopped working completely, the Service department just told me that there is not enough money left in my warranty account to cover the repair cost to replace the motherboard. So they offer to send me the remainder of the warranty value which is much less than what it would cost to replace my computer with an equivalent machine. Or I can have my broken #Vaio back with Zero compensation. Now I have no computer to do my very expensive college classes. This is the fifth malfunction on this laptop alone. Custom made VPCSB190X This is a lemon product with a lemon warranty!Desired Settlement: The original laptop was $1,079.98 + $296.99 Extended Warranty + $132.74 Tax. I Paid for three years of extended warranty. I wanted my laptop fixed. But now all I want is a refund.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony VPCSB190X. Sony has contacted the customer and has been in contact with Servicenet the extended warranty company. According to Servicenet the customer accepted a buyback

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Yes ServiceNet emailed me a buyout offer but I did not accept the buyout. The lady on the phone told me she was sending me some information, did not tell me that this so called information was an acceptance to the buyout.

The buyout that they have offered is half the replacement value of the laptop, not including the $300 extra payed for a warranty. The service people are very rude to me and had a take it or leave it we do not care about you attitude. I will accept a buyout if it is in full value. They should have repaired my laptop from the beginning. It is not my fault that the machine has broken down multiple time. Why m I being punished for there poor build quality? One agent on the phone told me to "Print out the warranty and have a lawyer look it over and if he could find a loop hole in what they are doing good for them." This kind of service is very offensive. I do not want to get a lawyer involved but I will if need be!

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony VPCSB190X. Sony has contacted the customer and referred the customer to Servicenet the extended warranty company.

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

Sincerely,

Review: December *, 2013

Dear who it may concern,

I purchased a Sony television; model [redacted], on January *. 2007, along with a Sony television stand, and a 4 year extended warrantee from HH Gregg. Over the past 3 years we noticed a green tint in the picture worsening with time. When I discussed the problem with a electronic repair store I was informed of a manufacturing defect that has occurred in similar televisions of this model. Also that Sony Corporation has provided compensation in the form of replacement televisions of comparable size and quality.

On December *, 2013 I contacted [redacted] at the Sony Customer Service call center, ###-###-####, who informed me that the replacement program established for these televisions are no longer available and was able to only offer me a 15% discount on a new television and that I had 7 days to accept this offer or receive nothing. She established a case number [redacted] for this request.

On December *, 2013 I contacted [redacted], at the same telephone number and requested a replacement television and he again could only offer a 15% discount.

The reimbursement programs established by Sony were originally offered because of a known manufacturing defect and my purchase of the Sony television should be included in the reimbursement program without prejudice. I purchased the Sony television, the OEM, Original Equipment Manufacturer, stand, and the 4 year extended warrantee, with the belief that the equipment would be high quality and last for much more than 6 years, actually the green tint began after approximately 3 years without notice.

The price of a comparable television with 15% discount would be in the range of $1,100. Originally I spent a total of $2,364.00 for the television in question. I would be happy with a smaller television if necessary, I just cannot budget additional money at this time.

I am hoping the Better Business Borough can help me escalate this reimbursement request to a higher management level than was possible to reach through the Customer Service Center.

Thank you for your support and your greatly appreciated assistance in this matter.Desired Settlement: A replacement television.

Business

Response:

December

9th, 2013

Review: I purchased a Sony Bravia KDL-60R550a with the intent of using the advertised Miracast capability. I have been attempting to work their customer relations department to resolve the problem, and have been told on several occasions that the functionality should be working. However, the user support website is full of members reporting that the only devices that it works with are Sony specific models, which is not stated anywhere in the advertising. Instead, once you have purchased the product, you find that support is limited to 2 devices.

Further, I have been working with Sony to resolve this issue for 3 months over the phone. I have been promised return calls on 4 separate occasions, and never been contacted. Instead, I have called back repeatedly, put on hold for customer relations where I can be on hold for 45 minutes, after which, my call is returned to the troubleshooting department which does not have the ability to assist me.

When I was able to talk to a representative, they asked that I send my proof of purchase along with my case number via Fax, and they would call me back to arrange a refund. After faxing a copy of my receipt on 3 occasions, and waiting the requested 24 hours for processing, I am told my proof of purchase information has not been received.

as a result, I contacted them again, requesting an email address that I could send the information too, which they provided, and I sent in my proof of purchase.

When I attempt to reach customer relations now, I'm placed in a holding queue, and never reach a representative, and no one has attempted to contact me.Desired Settlement: At this time, all I want is for Sony to issue a refund and make arrangements to pick up the television. I've been patient in trying to work with the manufacturer, but they are unable to respond to my requests either due to technical issues, or insufficient customer relations personnel.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television model KDL60R550A. We contacted this customer on April **, 2014 and offered to buyback his unit by sending him a check amounting to $1314. The customer accepted the offer on April **, 2014.

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

Consumer

Response:

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

I will confirm that Sony has agreed to buyback the television, and has taken possession of the television. They have confirmed that the check will be issued, though I am still waiting to receive it. I do understand that the check will take time to arrive, but prefer to leave the case open until received.

Sincerely,

Business

Response:

Thank you for your response. We have been trying to get in touch with [redacted] since June **, 2014 to confirm if the check was received. We sent her a Contact-Us email on June **, 2014. Sony has not heard from the customer to date.

Sony's record shows that the check amounting to $1314 was printed on June **, 2014 and was encashed on June **, 2014.

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

Review: I purchase a camera through Sony.com on 4/**/14 and found out on 5/*/14 that Sonyreward.com is offering discount for mother day's on the same exact product. I called for a price match but they insisted that even though Sony reward is part of Sony, they run different promotion and they can not price match. According to their website, it clearly states" If you've already purchased a product from Sony Store and find a lower price for that exact same product at any Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference." I do not understand why Sony cannot price match if Sonyreward.com is under Sony. If sonyreward.com carries Sony product, are they not an authorize seller? Also when I asked to speak to a manager, the representative quickly say they are in a business call and I will need to call back in a hour. When I ask if I can return the product to Sony and repurchase for the discounted price, they recommend me not to return because it will take 1 to 2 billing cycle for them to refund me back before I can use the funds to purchase the product through sonyrewards.com. One of the representative even commented that if I want to return the product to the official store, the store have a option not to accept my product. Their website clearly said that "In order to a return a product, within 30 days of shipment from Sony, you may simply ship it back, or you may bring it to any Sony Store retail location with your order confirmation document and we will process your return." This kind of customer service is unacceptable!Desired Settlement: I would like a refund of the price differences. According to my calculation, I purchased the product through Sony.com for $544.99 and if I were to purchase through sonyreward.com, it would have only cost me $479.59. Therefore, I would like a refund of $65.40.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her complaint about Sony Store Adve

rtising Issues. Sony contacted the customer on May **, 2014 and explained to the customer that the Sony Store is different from the Sony Rewards Department. With Sony Rewards, customers can earn points for doing the things they already love to do (like going to movies and purchasing Sony products) and use those points to get other great Sony merchandise and experiences. The Sony Rewards runs their own promotions separate from the Sony Store. We also referred the customer to our Sony Store Customer Care Department to further elaborate on this issue.

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

Consumer

Response:

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

I receive Sony's call on 5/**/14 and contacted customer care on 5/**/14 and they told me I can return the product and submit for RMA by 5/**/14. I will also need to contact Sony Reward to see if they will offer me the promotion pricing.They will not be able to credit me back if I personally bring the product to a Sony Store because I order from their website. I had almost $400 from Sony Reward that I used on Sony official website to order my product. They claim it will take up to two months in order to credit me back. It was just not enough time for me to return the product to get my money back from Sony for me to reorder from the site again. It doesn't make sense when they let people order on their website with Sony Reward credits but would not be able to work anything out with Sony Rewards.

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 called but they told me to call a different department and they were not able to do anything.

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 her complaint about Sony Advertising issues. Sony has contacted this customer and was advised that Sony store is different from Sony Rewards Department. The Sony Rewards run their own promotions separate from the Sony Store. We referred her to our Sony Store Customer Care department to elaborate and discuss this issue further.

Review: Our Sony Bravia 40" television (model # KDL-40VL160) was purchased in early 2011 at Costco for approximately $900. Over the past several months, horizontal black bars (1/4 of the screen each) have been appearing and getting progressively worse. We attempted to have it repaired and were told we needed a new television. At the current time, 75% of our screen is obscured. I contacted the customer relations and service department via the website and received no response. I called customer service and was informed my television was out of warranty and there was nothing they could do to help me. It is completely unacceptable that a 3 1/2 year old television is unwatchable and I need to purchase a new one.Desired Settlement: I think it is reasonable to request a replacement television.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40VL160

Sony has already contacted this customer and we have explained warranty terms for her unit. Sony offers 2 options for the customer: a 15% discount on a brand new unit or a replacement with a Sony factory recertified unit of the same or comparable model for $329. plus tax however the customer declined.

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,

Consumer

Response:

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

The offer put forth by Sony is insulting. To expect me to buy a refurbished version of the broken television I already have for over $350 when I can buy a comparable, NEW television with better technology is ludicrous. Once again, Sony's customer service is terrible.

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:

Sony has not made a good faith attempt to rectify my problem. Once again, their offer was insulting and ridiculous.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL40VL160. Sony has contacted this customer and offered her a 15 percent coupon toward the purchase of a new Sony TV. We also offered a Sony factory recertified unit of the same or comparable model for $329 plus local sales tax but the customer declined the offer. This is the best offer that we can provide to the customer since the TV is several years out of warranty.

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