Sony Corporation of America

Review: This is the 3rd time that I've had this problem with my computer. When I turn it on the screen is completely black and it stays black.

This problem has been happening for a few months now, it started happening March 2014. I called customer service and the representative gave me instructions on how to fix it and I was forced to erase all my files. It happened again in May, I did the same thing. Then it happened again in June, I sent it to be fixed and they supposedly fixed it but the problem is still occurring. It was bought March **, 2013, model number SVE1413CCXP. Sales person was [redacted] his name is [redacted].Desired Settlement: This computer shouldn't be having so many problems considering its only a little over a year old. I request a full refund. I paid $629.99 for the laptop plus $99.99 for the two year protection plan which they say doesn't cover a refund or new laptop in total I spent $729.98.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE1413CCXP. Sony has contacted this customer, however, the call went to voicemail. We are currently waiting for the customer’s call back so that service procedure can be discussed. Sony will not be able to refund the customer for their purchase as of the moment.The terms and conditions of his Sony Protection Plan will stand as it is.

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

Review: Sony advertises price matching in their online store ([redacted]), but refuses to when I asked for price matching to [redacted].

Sony sells the MDR-1RBT at $399.99, and [redacted] had it on sale two days ago for $131.99 (out of stock since then, and price back to regular).

The item was available a few hours prior to my call to Sony, and I had already placed an order with [redacted] at the price I want to price match at. Upon calling Sony, the CSR refused, saying that it was out of stock, ignoring that I stated that I have already placed an order for the item at the lower price less than 12 hours before, and can provide proof of it.Desired Settlement: Why bother advertising price matching when you won't do it?

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDR1RBT. Sony has contacted the customer and explained that every store has their own promotion and we cant provide him the price of the to the other dealer since every dealer has their own policy.

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

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDR1RBT. Sony has contacted the customer and explained that every store has their own promotion and we cant provide him the price of the to the other dealer since every dealer has their own policy.

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

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]

That is clearly not what the price assurance policy ([redacted]) 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.

If you are ready to purchase a Sony product and find that exact same product in-stock and advertised at a lower price at any Sony Store venue or Sony authorized reseller let us know and we'll offer you a similar price. Simply provide us the proof of price while that price is in effect to get an adjustment."

Please note that it specifically includes "Sony authorized reseller" which clearly includes price matching to [redacted].

Attached is a PDF copy of the exact terms stated as per Sony store's site.

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]

That is clearly not what the price assurance policy ([redacted]) 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.

If you are ready to purchase a Sony product and find that exact same product in-stock and advertised at a lower price at any Sony Store venue or Sony authorized reseller let us know and we'll offer you a similar price. Simply provide us the proof of price while that price is in effect to get an adjustment."

Please note that it specifically includes "Sony authorized reseller" which clearly includes price matching to [redacted].

Attached is a PDF copy of the exact terms stated as per Sony store's site.

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

Sincerely,

Business

Response:

RE: [redacted] Case: [redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony MDR1RBT. Sony has contacted this customer and advised that Sony’s Price Assurance cannot be applied towards the purchase since it did not meet the terms and conditions under it.

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

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 MDR1RBT. Sony has contacted this customer and advised that Sony’s Price Assurance cannot be applied towards the purchase since it did not meet the terms and conditions under it.

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]

As previously stated, the representative stated that the policy did not apply since (approximate words) "[redacted] requires logging in to complete the purchase," which is completely incorrect, with respect to both the policy stated on their website and [redacted], that item in particular, does not require adding to cart or logging on view the price, and checking out via guest skips the logging on part.

I have already filed a complaint with the Attorney General's office, and will open another with the FTC, since it seems like they are doing everything they can to get out of their own written policy..

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]

As previously stated, the representative stated that the policy did not apply since (approximate words) "[redacted] requires logging in to complete the purchase," which is completely incorrect, with respect to both the policy stated on their website and [redacted], that item in particular, does not require adding to cart or logging on view the price, and checking out via guest skips the logging on part.

I have already filed a complaint with the Attorney General's office, and will open another with the FTC, since it seems like they are doing everything they can to get out of their own written policy..

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

Sincerely,

Review: Dear Sir/Madam,

I have previously contacted Revdex.com with a complaint against Sony Corporation customer service and refund policy. I had an issue with my Sony Vaio laptop, which broke down continuously while on manufacturer's warranty. Initially, Sony agreed to evaluate the repair cost of the unit, however their price was about the same as its purchase price. I filed a complaint on April **, 2014, which soon lead to Sony's offer to buy back my defective unit and issue a refund check. I put the laptop in a box and according to the instructions provided by Sony and returned the package on June **, 2014 via FedEx ( tracking number [redacted]) to the address provided on the return label. Two weeks later I called Sony to check on the status of my refund and they said they were working on it. In mid July, 2014 I received a letter from [redacted] of [redacted] Corporation regarding repair of my Sony Vaio Laptop and requesting a payment of $643.00. I was very surprised as I had never purchased any computer from [redacted], and had never requested any repair. I had also crossed out "repair" and added "Please refund purchase price" on the package instruction sheet which I inclosed along with my laptop. I immediately contacted Sony and found out that Sony repair center had recently sold their legal rights to handle defective computers to [redacted] of [redacted]. The representative ([redacted]) assured me that Sony would buy my unit back from [redacted] and issue a refund check within following two weeks. I also contacted [redacted] and explained the situation to them. I kept calling Sony every two-three weeks to check on my case status (event id # [redacted]) and they kept saying they were working on it. Finally, two weeks ago, Sony representative advised me to contact Sony Support center via e-mail, which I did three times since and still haven't received any reply. Today, on September *, 2014, I received another letter from [redacted] saying: "The COD service on your product under service order [redacted] was moved into an abandoned hold due to no response to the estimate on 7/**/14. The balance due for the diagnosis and shipping fee of $79.94 must be paid before the product can be returned". I have not contacted [redacted] yet, as it's past their business hours. Please look into this issue and make Sony stick to their promise and grant me a refund. This problem have cost me too much time and effort by now. If I do not receive a positive result I will have to bring legal action upon Sony Corporation. Thank you,

Best Regards,

[redacted])Desired Settlement: laptop purchase price refund and extended warranty refund

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding emails that she’s been receiving from [redacted] and the refund check that she should have received from Sony. Sony has contacted the customer advised to disregard emails she’s been receiving from [redacted] and Sony has emailed [redacted] to stop sending notifications since the unit is already for buyback. Also, customer was advised that Sony has processed the check and turn around time for this is 4 to 6 weeks, customer understood.

.

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

Sincerely,

Review: Sony has taken a very long time repairing and responding to me in regards to my repair. My Sony HT-ST7 was sent in due to being defective. I sent it in and received it back damaged from transit. The soundbar was improperly packaged by Sony with absolutely zero padding/packaging material on the sides. The soundbar dug a hole in side of the box, cracked the plastic housing, and bent the metal grill. The soundbar was left to move freely from side to side with any packaging, but had excessive packaging on the top and bottom.

The claim was filed with Sony August [redacted]. I then followed up on August **. Never heard anything back. I called them and was told that I was provided the wrong email address and to please resend my complaint. I resent my complaint August [redacted]. On August [redacted] FedEx showed up at my door and said they were here to pick up a damaged delivery. I until this point, I had not heard or received any replies. I handed the delivery to the FedEx delivery man and have never heard back from Sony or FedEx.

I have called on August [redacted] and August [redacted] and no one in the customer service department can tell me the status of my complaint, where the soundbar is, what will happen and when. I am not being allowed to talk to any supervisors or managers. I have been hung up on by a service rep after I declined to hang up until I talk to manager.

I keep being told that I will be called in 24-48 hours by the "follow up" team. This has yet to happen.

I initiated a complaint about my item being damaged almost a month ago and I have yet to hear back from anyone or receive any kind of information as to what will happen or where my soundbar is.

My repair order is: [redacted]Desired Settlement: I would like to receive a call from a manager who actually cares about what is going on, and can tell me what is going on and why this is taking so long. It is ridiculous that this "follow up" team and managers/supervisors hide behind "they are email on'y" no inbound call excuse.

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 HTST7. Sony been in touch with the customer and has informed him that a brand new replacement will be sent to him within 7-10 days starting 9/** or sooner. Customer agreed, we had provided him with the Workorder number in connection to this as well in case he would wish to follow up.

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

Review: Purchased an Xperia Z2 in may 2014, in August the phone screen self cracked while in my pocket. Sony provided an rma and shipping label and I sent the phone in for repair/replacement. After doing this I started to research this issue and found several (hundreds) of people claiming the same issue. Hairline cracks either on the front or back glass of the phone, in some instances this happened while sitting on a bed side table or like me while inside a pocket.

A week after I sent it in I got a email from the repair centre with a quote for 188$ + tax to repair the phone, stating it wasn't covered under warranty and damage was caused by 'accidental user damage'. I've contacted Sony's Xperia support line on countless occasions stating my case with no resolution at all.Desired Settlement: Repair, or Replace the phone.

Business

Response:

We are sorry to read that the customer’s phone has a cracked screen. We have reviewed this case and found that the phone has a single hairline fracture. Sony will repair this unit this unit under warranty and at no cost to the consumer. Our call center agents will be contacting the consumer shortly to setup the repair at no charge as well as provide return shipping labels.

Review: [redacted] November [redacted] 2014

SONY USA / Electronics

Consumer Complaint Division [redacted] Dear (Contact Person or Organization Name):

Re: Warranty Repair Issues / Tech Support / [redacted] & [redacted] On 02/**/14, I purchased a Sony VAIO laptop, SVF14217CXW from [redacted]. (Proof of purchase is attached).

You successfully registered your Sony product

WEB PAGE | ADD TO ADDRESS BOOK

Computers & Tablets Cameras Camcorders TVs Home Theater Phones Weekly Deals

congratulations—

your product is registered

Hello [redacted],

Thank you for registering the following product: VAIO Fit 14 E Laptop SVF14217CXW

Now, enjoy the benefits of registering your Sony products!

Unfortunately, your product (or service) has not performed well and on numerous occasions, beginning less than a month after purchase. It appeared to have trouble once it began to load updates to Windows. The software would lock up and I could go no further. I have contacted your Tech Support group and run diagnostics and reformatted as well as reloaded BIOS numerous times beginning the first of March. Then again on 3/** which is the first time we ran diagnostics and reloaded software, I believe This continued for many months through August. Finally, in August, after receiving Proof of Purchase information again, your tech support decided it was time to send to [redacted] (your repair facility) and consign to the [redacted]. I took the computer to [redacted] and they sent if off to the [redacted].

Order [redacted] Sony Vaio [Incident: [redacted]]

Customer Service At [redacted] to youshow details

© 2014 [redacted]. All Rights Reserved

Thank you for contacting [redacted] Customer Service! At [redacted], we are committed to providing exceptional customer service and creating an enjoyable shopping experience. We welcome inquiries and comments. Rest assured, we have received your inquiry and will respond to you as soon as possible. If you are emailing to cancel an order, please know that we are not able to accept cancel requests through email due to how quickly we are processing your order. We offer many self-service options through [redacted].com such as checking the status of your order or return, checking future [redacted] payments, AutoDelivery shipments and cancelling orders. You may find that you are able to resolve your inquiry by going to www.[redacted].com/[redacted]. As always, we appreciate you welcoming [redacted] into your home. Sincerely, Your Customer Service Team

Discussion Thread

Customer By Email ([redacted]) 03/**/2014 [redacted] Good evening. Since receiving this laptop, I have had to do two service calls to Sony to do recovery on the product.

They informed that if the system recovery tonight which I am in the middle of does not work, it will require service & repair?

This is unacceptable on a product that I have barely had for 30 days?

What does [redacted] do in instances such as this?

Sincerely, [redacted] [---[redacted]---]

The [redacted] had the computer for 2 weeks. They determined it needed a new hard drive. The work order number form [redacted] for that was [redacted].

Great news, we're just about finished!

View: Mobile | Web

Hello Debbie,

[redacted]® has completed your repair and your device is currently being inspected to ensure it is in full working order. Once it passes our inspection, we'll get it back to you.

Track your repair status to get the most current information on your device.

Always there for you,



YOUR REPAIR

Your Service Order Number: [redacted] Track your status now ›

HAVE A QUESTION?

Stop by a

[redacted]®

store or call [redacted] (###-###-####)



You are receiving this e-mail regarding status updates on your Service Order [redacted]. To stop receiving e-mails about this Service Order [redacted], click here.

If you have difficulty with the unsubscribe link please call ###-###-#### to get additional instructions or send a letter to [redacted], Attention: Customer Care/Privacy. Please include your current contact information (name, mailing address, phone number and e-mail address), and indicate that you wish to stop receiving status update e-mails for Service Order [redacted].

[redacted] and the [redacted] logo are trademarks of [redacted] © 2014 [redacted] All rights reserved. [redacted] values your privacy. View our privacy policy.

Upon returning home from business trip early September & 10 days after picking up the computer, I powered it on. It began to show exact same symptoms as it had initially that created the need to have it repaired. (It begins to load updates to Windows 8.0). After an hour or so, it comes back with message that it cannot load updates and must de-install everything done so far. It then begins to unload and de-install, staying here sometimes for days on end, repeating the steps over & over. After which, it will go to blank screen and cannot be shut-down or resume any other activities.

I contacted the [redacted] who mysteriously could no longer find their own work order after only 3 weeks? Then I again contacted Sony and thus the run-around began. I sent emails to the corporate office who continues to refer me back to the tech group who continues to avoid doing anything.

We again ran diagnostics (which they failed to notate for 3 different calls) Then, I call back the 4th time only to be told that my machine showed the warranty expired in Sept 2013? Ok, how can this be? Given that you had just worked on the computer the previous month and verified warranty then? Also, purchase date was in February 2014??

I was told to send Proof of Purchase to [redacted]. I have now done this 12 times….

as per emails (examples above) that I have sent through work computer & home computer. I continue to be told they have never been received by Sony and therefore they cannot proceed any further to correct my issues?? Twice I was told that Sony USA systems were down all over the world and that must be why they have not received the paperwork by email??

I am greatly disappointed first and foremost (as I have other Sony products in my household) that the product is obviously a “lemon”. But more so due to the lack of accountability on the part of Sony USA to address and correct the problem; also the script which your group obviously reads from in [redacted] to avoid taking care of the problem at hand.

The product does not work properly & the service was not performed correctly, I was taken advantage of as a consumer as Sony misrepresented the capabilities of its product to perform etc.

I have made many, many attempts to resolve the problem and I would appreciate your action to get me my money back by check for the full amount of purchase along with the cost of [redacted] 365 ($99.99) purchased for laptop and [redacted] Security Protection Plan ($49.95) also purchased for the laptop which I have been unable to use at all.

Your order number: [redacted] Order date:

April**, 2014

Bill to:

[redacted] ###-###-#### [redacted] Payment: [redacted] Products on your order

Product Name: Office 365 Home Premium

Product SKU: 6GQ-00364

Unit Price: $99.99

Qty Ordered: 1 $99.99

Subtotal: $99.99

Sales tax: $0.00

Order total: $99.99

Dear [redacted],

Thank you for ordering from [redacted] on March**, 2014 .

The following email is a summary of your order. Please save this email as it acts as your proof of purchase. You can log in to view your order by entering the Order Number and password provided below into the Quick Order Look Up.



Your Order: [redacted] Password: [redacted] Order Date: March**, 2014



Product Name Qty Ordered Amount

[redacted] Internet Security (1-3 PCs, 1 Year Subscription)

Activation Code: [redacted] 1 $79.95 $49.95

Subtotal: $49.95

Shipping: $0.00





Tax: $0.00

Total: $49.95

Discount: $30.00

Billing Information Payment Method

[redacted] Please look for [redacted] on your credit card billing statement.

Enclosed / attached are copies of my records (included receipts, work order copies from [redacted] model and serial numbers, and any other documents I feel might be pertinent).

I look forward to your reply and a resolution to my problem. I am also copying several consumer protection agencies, Revdex.com and [redacted]’s office and [redacted] office to hopefully get someone to aid me in getting Sony USA to address and resolve this matter.

Please contact me at the above address, email or by phone at (###-###-#### hm or ###-###-#### wk) to discuss.

Sincerely,

Enclosure(s)Desired Settlement: REFUND OF $1218.98 AND $49.95 & $99.95 FOR SERVICES UNABLE TO USE ON LAPTOP.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted], about the Sony SVF14217CXW. Sony contacted the customer several times, however we were not able to talked to her directly. We would like to explain the service terms we have with [redacted]. As of now repairing the unit under the basic warranty is the only option we could offer. If [redacted] will determine that unit is irreparable then we will refund her of her purchase, but before that evaluation is required.We need the customer to call our support back so we may set up the repair. She may reach us at ###-###-#### and make use of the Event ID [redacted] as reference. 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 the same actions taken as before. They have not made attempts to contact me as each contact was initiated by myself and rejected by them.I find it ludicrous that I had to go to such measures to get them to respond at all, something [redacted] or [redacted] is great at doing?!! They are again me hostage and dictating that they can offer nothing to correct their defective product but more waiting and more lost time without a computer I purchased in February of 2014.I will go through the motions of contacting the same personnel at ###-###-#### (Sony technical services) that have refused to help me in the past and left me high & dry. I suspect however, we will be discussing this again in 2-3 months...just in time for the warranty to expire and them to officially turn their back on their customer....AGAIN.

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:

Good morning. Yesterday, after accepting this resolution. I did As SONY USA requested and called in with the event # [redacted] to ###-###-####, option#4. Once again, they gave me the runaround indicating they had no such work order number. Also, still stating that I had yet to prove my purchase as I have already done numerous times. I spoke with “[redacted]” (yes I asked him to spell it) They have lied & lied to me. And now they have lied to the Revdex.com as well. They continue to skirt the issue at hand and to screw their customers for the “lemon” products they sell to them. As a professional buyer, I know the normal and unusual routes to take to get a business to take care of its responsibilities and SONY USA (worldwide really) seems to be the bottom of the bunch.

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony SVF14217CXW. Sony has already processed a buyback for the unit. The customer will get a full refund of $1,218.89. This will be under order number [redacted]. Sincerely, [redacted]

Review: the following email was sent to customer relations in reference to a defect within the software update. I have received a phone call back in which I was cursed at, laughed at, and hung up on. it is impossible to get anyone to take this matter serious. I spent multiple hours on the phone trying to get in touch with someone in customer relation or supervisors, but none are available nor do they return a phone call:

To whom it may concern:

This a a follow up email to customer relations in reference to the subject case number. Within the past week I recently updated my sony a/v receiver unfortunately once again this update has caused my [redacted] on the Sony a/v receiver to not function. When the [redacted] option is pushed I just receive a black screen causing the a/v receiver to freeze. Last time this occurred it took Sony about three months or more to resolve before their was a newer update was available. I purchased this product over a year ago for $500.00 and one of the main reasons was due to it having [redacted] capabilities.. This is the second time this has happened. I have worked with tech support on trying to resolve this issue and can't find a solution. We have tried multiple apps that do function, resetting the system, changing DNS address... Etc ... This is frustrating and time consuming.. It's an inconvenience .. Not only the phone calls, tech support, but then I have reprogram each app with your account and of course write emails.... I have been a loyal Sony customer for years. All my televisions(4) ps3's(4) ps4(2) cameras etc... I haven't had any problem with. It's this av that continues to crash after updates ...please contact me asap so we may find a solution by either exchanging this product for a newer model or a refund... The best method to get in contact with me is by cell phone ###-###-####.

Thank you....

[redacted]Desired Settlement: an exchange for a newer product or refund

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony Home Theater System model BDVN790W. We already contacted the customer, and discussed possible option to help him with this problem. We advised him to email us [redacted] the model he like that would be compatible with the applications he needs ,and we will advise him how much we could offer him the model as a replacement to the unit that he is having issue with. The customer understood our recommendation, we shall be waiting for his response.Sincerely,[redacted]

Review: I bought a Sony Walkman NWZ-W273SBLK, and now -1- the volume in my left earbud is MUCH lower than the right earbud and -2-when I connect the Walkman to the computer to charge it, the mp3 player shows up in the Windows explorer for a few minutes then disappears , then minutes later pops back up again. -3-battery lasts me at most 5 hours when it should last 8 hours ( and I bought this 2 months ago) . I called today THREE TIMES. 1st time the guy put me on hold and then disconnected me. 2nd time I talked to [redacted] ( he claimed his employee id is [redacted]). He claimed he does not hear me very well ( I found out they are located in the [redacted]). He totally misunderstood my problems. I called a 3rd time and talked to [redacted] who said there are no notes or my name anywhere associated with my phone number. I cannot get anything out of these fake customer service. I have been on phone for 40 minutes already and they ask me dumb thing like "can you plug it in the computer"-"DUH THIS IS HOW YOU CHARGE IT". Or "can you plug it in and see if the problem persists"-"You cannot both plug it in and listen to it in the same time". I am EXTREMELY disappointed with the SONY Walkman. I used to have one when I was a kid and it lasted me for 10 years. Now it failed after 2-3 months. This 3rd time I asked to talk to a supervisor and they told me there is none available.Desired Settlement: I need to talk to somebody that speak English and I need a refund or exchange.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from Bogdan Dumitrescu about the Sony NWZW273SBLK. Sony has contacted the customer and we offered him a buyback. Customer accepted the offer. We sent him a shipping label to return the unit. We will process the check once unit is in transit. We shall monitor the case.Sincerely, [redacted]

Review: I bought a Sony TV for my son and within 4 months the TV died. Sony informed me over the phone the only thing they could do was to buy the TV back. Once I jumped through all of their hoops and they received the TV on June *, 2015, they won't send me my check for the buy back option. They told me that they released authorization for the check to be sent on June **,2015 but it would take between 4-6 weeks for it to arrive at our address. I have been more than patient and it has been 12 weeks that I have been trying to get my money back. Sony reps just keep bouncing me back and forth between technical support and customer service. They claim they sent the check to the wrong address and had to cancel the check but can't tell me when they will issue another check. Someone needs to help me hold them accountable for what they are doing to me. This is cruel and unjust punishment. They have my tv and now won't hold up their end of the deal. I just want my money. Please help me.Desired Settlement: Sony needs to be held accountable and someone needs to make them refund me for the TV that they wanted back. They were the ones who said the only way that they could help me was to buy the TV back. Well they have the TV now they need to pay me for it. I want my money. Please help me!!

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her Sony TV KDL32R330B. We called the customer however, we were unable to get hold of her. She returned our call and we advised her that the check has been reprocessed due to system issues. It was approved last [redacted],2015 and she will receive it 4-6 weeks from the said date. We apologized to the customer for the delay of the check. We shall monitor the case. Sincerely,Jim C[redacted]

Consumer

Response:

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

[Your Answer Here]

I'll believe it when I see the check in the mail. Sony has been promising me my check since June **, 2015. I have already waited over 12 weeks for a check that never comes. If they want to take care of this problem I should not be asked to wait another 6 weeks when I have already waited over 12 weeks and still don't have my money.

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

Sincerely,

Sony has to have the WORST customer support. I asked why my system wouldn't connect to the PlayStation network, and the tech disconnected me from chat. Any time someone sneezes the network goes down, this is ridiculous considering how much money WE the loyal fans give them.

Review: The BlueRay player I purchased was defective. I called for repair to Sony customer service. I had to pay to ship my blue ray player, which in itself is ridiculous, but not my main issue. I shipped my player which had a blue ray movie belonging to my 3 year old granddaughter stuck in the machine. I followed their instructions, placed my name, address, and a note to the effect that the movie was in the machine and needed to be returned. I received a replacement machine, with no movie. I called the contact and the number on my packing list on 4 seperate occasions, YET never received a call back or the movie.Desired Settlement: I would either like the movie replaced or a check in the amount equivalent to the replacement cost of the Disney Movie Monsters Inc.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony BDPS390. Sony contacted the customer and a request has been made to warehouse to try and located movie to return it to the customer If customer has request for movie, she can provide it for reimbursement.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Consumer

Response:

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

"I finally received my check in the mail this weekend, so you may go ahead and close out the case.

Thank you,

[redacted]"

Sincerely,

Review: Hello, I purchased a Sony Vaio Personal Computer some time ago, model PCG-61A12L (product name VPCEG16FM) and the computer was running smoothly for about a month, but after my initial purchase, I have been continually having problems on and off with the battery and the computer overall. There have been problems with the battery not being able to charge properly, internal hard drive issues on and off as the computer is now continually "checking disks" when it is restarted, and now the computer does not work unless it is plugged in due to the battery issues. The battery was never physically damaged or anything of that sort, but now after all this time, the battery no longer works with the computer and the computer does not even detect a battery, even when it is properly placed in the laptop. I have tried finding a replacement battery on the Sony website, but I cannot find one and the customer service is not much help as well in finding the exact battery. I am quite displeased with the lack of longevity of this Sony product and the little care from Customer Service representatives and would like to report this product.Desired Settlement: I would greatly appreciate having a complimentary replacement battery or laptop sent to me, because I have looked all over and have not been able to find the exact products again, nor efficient service to direct me to where I could have found it. It is very difficult to find this exact product because it was bought in late 2011 when I was leaving for college, and the Sony resources available have not been of help.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEG16FM/B. Sony has contacted this customer last April **, 2014 and was advised to send Sony a copy of the sales receipt so we can initiate a refund. We have received the customer's receipt last April **, 2014. We will be contacting the customer again to discuss with her the details of the refund.

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 had only offered to buy back my laptop for the amount of $300.00. The problem with my laptop computer is due to the faultiness of the Sony battery and overall product, which was not caused by me in any way. I have tried over the last few weeks to get the part replaced and because Sony no longer produces that specific battery/adapter (only three years later after it was bought), it now forces me in a deeper financial hole that is very much an inconvenience to me as a college student. Unfortunately, the $300.00 that they offered does not solve any problems for me, because I essentially would have to spend another $800.00+ in order to purchase a new laptop, which was the fault of the Sony product to begin with. I would appreciate if Sony would be able to replace my laptop computer and send a replacement for the settlement because at this point, I no longer have a working computer and will not be able to repair it in any way.

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:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO VPCEG16FM/B. We contacted the customer again on May **, 2014 to discuss the situation. Customer returned Sony's phone call on the same day and we presented customer refund option. Customer said she will discuss the offer with her daughter and will call Sony back with their decision.

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

Consumer

Response:

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

Sincerely,

Review: On October [redacted], I ordered a limited edition (only 50 produced) autographed and numbered Alice Cooper guitar through the Popmarket website. This is a subsidiary of MyPlay Direct (all customer service responses have come from MyPlay). I've been billed and am paid in full. The order shipped on 12/**. The estimated delivery date, to my address, was 12/**. On 12/**, [redacted] tracking showed the item as delivered…except they had shipped it to the MyPlay warehouse in TN rather than shipping to my home.

When I contacted MyPlay about this, the respobded that they didn't know why the order was returned to them. [redacted] did not divulge a reason, they said. They indicated they would try to "replace" my order but then responded they were having issues finding a replacement and didn't know why (maybe because only 50 guitars were made and the order sold out so there's nothing to "replace" it with?). They admitted they have the shipment on hand. I asked them to simply look at it: was it returned due to damage or theft of contents? If the answer is no, just ship that item back out. They would not comment on whether something happened to the item just that they would try to ship it out but if I felt I had to wait too long, they'd refund me if I wished. I don't want a refund: I want the rare item they admit is sitting in their warehouse that I've paid for. I asked what the problem was with getting this box onto a [redacted] truck. They said they just "had to create a service order to ship the item" but then said their systems were down and they would "contact engineers" about fixing it. Until that system is fixed, they can't ship my item. Are they shipping nothing right now? Or is this "broken" system requiring a team of "engineers" relegated to my item? On 12/** I asked what the shipping ETA is to no response.

So in sum: I ordered and paid for an irreplaceable item that was returned to the warehouse instead of being shipped to my door. MyPlay acknowledges that my shipping address is on the box and the item is paid so they have no idea why they have it now. However, now that they do have it, they won't ship it…claiming first it needed to be "replaced," then changing that answer to the fact they're experiencing technical difficulties with their computer system. If you're in the business of shipping goods, it would seem that such a problem would be fixed immediately or they'd have a backup plan. I mean, really, use the label on the box and write the pertinent info to enter it into your computers later. Many mistakes were made and the only one paying for it is me. They have my item. They won't ship it. Period.

As of today, they're not responding to communications. Maybe they will later, I can't say, but I've tried to reach them unsuccessfully.Desired Settlement: Since MyPlay admitted they have my guitar with my name and address on it sitting in their warehouse, I want it shipped ASAP. It should have been here prior to the holidays, now it seems I'll never get it.

If they CANNOT send this item, along with a full refund, I want an explanation as to why they can't manage to send me a rare box with my name on it. If they busted it or if it were actually stolen, I want to know that. Otherwise there is NO reason that guitar should not have been in my hands last week from an order I placed in OCTOBER.

Business

Response:

We are very sorry for the inconvenience this has caused. It usually take 1-2 weeks for our warehouse to receive in returns especially during the holidays. The customer was refunded the full value of the original order. We supplied her with a private link to reorder the merchandise missing from the original shipment and the customer reordered it.Thank YouCustomer ServiceMyPlay Direct

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. Although, to be noted, the business only worked towards a real resolution once complaints were filed. Ultimately, I received my item (after being refunded and reordering per a special link, as the business stated) over a month after it was originally delivered to the incorrect location. I have my item so I am pleased with that. I am not pleased with the amount of hoops I had to jump through and people I had to talk to in order for the business to ship an item, in January, that they admitted was incorrectly delivered to their warehouse in December, that was ordered in October.

Sincerely,

Review: I bought a camera A7R from Sony, but today they cancelled my order because it is unavailable and sold out. Their email: Dear [redacted], 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. My order number is [redacted], Why does Sony cancel my order, and many persons got this deal and received it, and this camera is not discontinued. If it is not in stock, I can wait. I need an explanation. Thanks!Desired Settlement: I wish I can receive my order asap

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 terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ />
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 reply to my e-mail is that they cancel my order because of system update, but actually they cancel my orders because of what I sold sell out. I can not accept such a reply of them.

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 ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released to refund the full amount that customers paid for the unit. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.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: Sales Rep lied about the extended protection plan in order to procure a sale. I called Sony on 9/**/2013 to procure an extended protection plan that was supposed to include accidental damage. The sales representative then took my money (credit card payment) and I requested my laptop be sent off for service. After telling him what the issue was, he failed to inform me that the protection plan I purchased did not cover accidental nor was it possible to obtain that type of coverage for my system. I sent off the machine for repair only to find out it's going to cost me $500 to repair (which is about 70% of the price I paid for). I then tried calling the main number to try and resolve this issue only to be told "sorry, we can't help you". My money was refunded and the machine is being sent back to me after the employee I was talking to at that time would not fix the problem by honoring the accidental coverage that was "sold" to me previously. I also talked with their complaint department but unsure if anything will be followed up with them. My case number is [redacted]. This laptop is necessary for school and puts me in a bind as I do not have the portability and capability to do school work anywhere at any time.Desired Settlement: I want Sony to honor what was originally sold to me by having the screen replaced at no cost to me.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE171390X. Sony has contacted Mr. [redacted] and has agreed to cover the repair on this unit. The unit is at our repair center now.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

RE: [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:

Originally I filed a complaint with the Revdex.com about Sony's poor sales techniques and tricking customers into purchasing items that they don't need; to elaborate on that, I needed an extended warranty with accidental damage only to be told, after sending the unit in for service (for accidental damage), that the "warranty" I purchased was basically only for expedited delivery and nothing else. I do not have that reference number handy unfortunately however, the orignal Sony Event ID is [redacted]. The ending result of that claim/complaint was that the damaged screen would be replaced by Sony, which I was happy with this outcome. The first issues at hand now are, when I received my unit back, they sent me a completely different unit and I was missing part of the charger. I contacted the repair center and they kept telling me that it's the same unit...I'm sorry, but how is it the same unit if I sent in a machine with custom engraving (which was one reason I bought this machine in the first place) and I received a unit back without it? Also, why is it asking me to re-set up windows when it's the "same unit"? I was told that the case was replaced because it had "cosmetic damages"...minor scratches caused by watches and or bracelets, which is normal wear and tear. The ONLY thing Sony was authorized to repair was the screen. No attempt was made to contact me in regards to replacing the case. I even called to inquire about the status of my laptop as they had it for well over a week and was just told "the screen is on order," again, no attempt was even made to inform me of the other unauthorized work they were going to or already had performed. The second issue is that they completely erased everything on my system. While I understand that you are supposed to back up everything before sending it in, they had no authorization, nor any need to do anything concerning the harddrive, unless they are replacing components on the motherboard. In my professional opinion, they replaced the ENTIRE unit with a refurbished machine without authorization. The only way to prove this though, is if there is a record of every component's serial number that was originally installed in the system and to verify it against what is in the machine now. I repair computers/laptops as a hobby and side job, which I have been doing for 16 years, and am certified with Hardware Troubleshooting. There is no need to replace the case when the only thing truly damaged is the screen, unless the case and screen are specific to each other which is rarely the case. No confirmation could be made that this is the reason, and I have been told that the original case has already been destroyed (which I highly doubt it and is probably on another refurbished machine that some other customer will receive) because why would they throw out a perfectly good case with "minor cosmetic damages". The missing charger part is being returned to me. I was on the phone for over 2 hours and got no where with their "customer relations department." I am still awaiting a callback from their "national customer relations department." I would like to have the engraving put on a seperate case and sent to me. I will replace the case myself. I would like Sony to pay for all shipping costs in regards to this new case being sent to me and the one I currently have to return it to them. If that cannot be accomplished, then Sony needs to pay for me to take it to a local store to have it engraved. Also, their policy needs to be updated. They need to inform their customers that custom cases with engraving will not be returned to them because of "cosmetic damages" and "needing to replace" the case. Lastly, whomever at the Laredo, TX repair facility handled my repair, needs to be fired for performing unauthorized repairs on my unit.

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVE171390X. Sony has received the receipt for the engraving of the computer. Mr. [redacted] should receive his refund check in about 10 days for the $25.00.

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: I purchased a Sony Cyber Shot camera in June of last year, upon opening the box I saw there was a crack in the lens. I immediately brought it back to the place a purchased it and was told they would not accept the return because the damage on the camera. I provided my receipt and even with that I was denied exchanging. I called Sony June [redacted] the day after I purchased my camera and the day that I went into the business to try to do a exchange. Sony told me because there was psychical damage on my camera so the warranty is not good. I have been calling a trying to work something out with Sony for the last year. They said the only record they have is me calling on February [redacted] of last year, I did call them to inquire about another product that I do have with them, but the price was not worth the product. I have been told since I have purchased this camera that the warranty clearly states that any physical damage done to the product is voided, I even asked then if I were to purchase a brand new T.V and it had a huge crack in it; they would not cover that. I was told no because of physical damage. I feel Sony is not standing by their product, especially the price you pay for the brand. I've been dealing with this issue for almost a year and when someone finally tells me that it will be covered that all I need to do is send it in and pay the shipping cost (which was $9.50) and nothing else would be needed from me. I received a call the about a week later stating the same thing that I have been told over the last year, " warranty is voided if there is physical damage to the product". They told me they would send the camera back to me because there is nothing further they can do. When I asked to get my $9.50 for my shipping back they told me that was my cost out of my own pocket and that will not be reimbursed to me. I argued that I was promised my camera would be fixed which is the ONLY reason I sent the camera out in the first place.So far I have not received my camera and told it has not left the repair shop.Desired Settlement: I have purchased many Sony products in the past and never have had any issues. This saddens me that they will not even replace or repair my camera even with me being a very loyal Sony customer. I am hoping this action will give them the incentive to replace my camera and prove to me that they care about their customers.

Business

Response:

Per discussion with customer, Sony was unable to repair camera due to Physical Damage. At customer's request camera was returned to customer. When camera was shipped back by [redacted], camera was left the camera at the door. Customer was unable to retrieve the camera. Sony is replacing camera at no cost to customer. Sony considers this case resolved.

Review: In April of 2013, I purchased a Sony Bravia television. And, in March of 2014, the television stopped working. I, then contacted the Sony repair hotline. The representative informed me that they would have to order the part needed to fix the t.v.. The representative contacted me two days after to notify me that the part needed could no longer be obtained so, they told me that they would send a replacement t.v. in five to seven business days. On the eighth business day, I still had not received the replacement. Upon contacting them, I was told to fax a photo of the model number and serial number to them. I faxed the photo on March ** from Rite Aid. I later contacted them to see why I still had not received my replacement t.v. and was told that the photo I faxed was too dark. So, I then faxed the same photo from my local library on March **. I was then contacted by a Sony representative stating that they had two different serial numbers on record. I have spoke to atleast five different representatives so, if there was a problem with the serial number, it would have to have been on their end and not mine. Because, I have given them only one number and had faxed the same photo of that said number twice. I was then told to email a photo of the entire back of the television to them. My sister spoke to a [redacted] at Sony and was told that they would process the order without the emailed photo within five to seven business days. Tomorrow will make the seventh business day with still no word or reception of a replacement. I feel that I have jumped through numerous hoops to get Sony to honor this warranty. And, have been made to feel like a criminal. I have been told on two different occasions that they would send the replacement within five to seven day and still have not received it.Desired Settlement: I would like Sony to honor the warranty of repair or replace. And, seeing as to how they cannot obtain the needed piece, I would like for them to replace my television.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television model KDL40BX450. Sony has sent this customer a replacement television at NO COST. Sony provided 2 years warranty on the replacement tv. The replacement unit was shipped via Fedex Tracking [redacted]. Per Fedex website the television was delivered on Friday April **, 2014 at 10:23 am.

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

Review: my call of duty ghosts game got hacked and all my points got deleteted. sony would not help me restore them, they are selling a product (the playstation network) that can clearly be messed with by a child and that child has out smarted them! activision and sony are both to blame. this is false advertisement and has rendered the $200 plus I have spent on this game and access to their network utterly useless! I want a full refund plus a $1000 for all the time is spent on the phone not being helped. which now totals 5.5 hours.Desired Settlement: REFUND

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony PlayStation Network. Sony has contacted this customer and was advised to contact Playstation dept for further assistance. customer agreed. provide the playstation hotline

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

Review: I purchased a Sony Vaio laptop, a Flip 15A, through Sony's eStore back on December [redacted] of 2013. I also purchased an additional 3 year warranty that, unbeknownst to me at the time, ran concurrently with the manufacturer's warranty, as most laptops owned by friends or myself will either work beyond the default warranty period without issue or start acting up within a few weeks. I received the laptop in January, around the [redacted]. The laptop worked great and is still the best convertible laptop on the market now, hence my desire to either get it repaired properly or get it replaced. The first issue started around March where I noticed the screen had a physical defect that looked as if something had dropped on it from the back and caused a discoloration around the affected area; it also tended to appear after the screen had warmed up after being on for a period of time. At this time, I was in college and needed the laptop to do my work. Since the defect didn't get worse, I pushed it off until after the semester was over.

Flash forward to the end of June, when my laptop suddenly stopped working altogether. I called in to Sony and got the repair approved. I was told to take it to a [redacted] near me so [redacted] could take care of it. Though I asked about an in-house Sony repair center and wasn't given a straight answer, I decided to just take it to a [redacted]. The store I went to rejected to perform services because the laptop had not been purchased through [redacted]. I called Sony back again and told them the issue, which resolved in taking the laptop to a UPS store so it could be shipped to a [redacted] center directly. This process wasn't explained properly despite calling back after a UPS store claimed to have no special services regarding shipping Sony products. I had to try another UPS store some 18 miles away in the hopes that this store would know about it; and they did.

The scope of my complaint is with Sony, as [redacted] has called back and wished to make the issue right. However, the first service didn't repair the laptop and took 2 weeks for it to be returned. The return time is average; however, I had to send it back in again because it wasn't fixed. I called in the day I received the laptop back (a Friday) and wanted to speak to a supervisor. I was told they were closed and operated on EST, but I could call back and ask to be transferred the next business day. On Monday I called Sony again and got through to their Customer Relations. I explained the situation fully (again) about the laptop not working and the screen defect. She explained she could authorize a replacement or to send it in again to have it repaired. I opted for the latter as, at the time, I had some unbacked up data. I also had to go through Tech Support to verify the laptop was still not working.

Flash forward another two weeks. My laptop is returned to me working now, but the screen has not been replaced yet and a rubber "bar" foot had been damaged. I called in to Sony again only to find their systems down. I called in the next day and was able to get through. Again I had to explain the from the beginning what the past issues were and further explain what the current issues were. I asked again for Customer Relations and was told their systems were down and that I would have to wait or I could try to contact them via email. I wrote to them immediately after getting off the phone (a Friday) and called in again on Monday. Another representative explained that Customer Relations were still down but he could try through in-house email. After having to explain only half the situation this time, I was told Customer Relations would get back to me within 72 hours. I called in on the fourth day to be transferred to Customer Relations as they hadn't gotten in touch as they said. Another representative then explained that Customer Relations was no longer taking phone calls regarding Vaio issues and that the other representatives I had talked to gave me the wrong information; she also explained that Customer Relations would require 2 weeks MINIMUM before they would respond. I fully explained my issues and asked her to note my frustration with the entire mess before hanging up.

It has now been nearly 3 weeks since I emailed Customer Relations directly and had the one representative contact them. My laptop was unusable for nearly 6 weeks, 4 of them due to being worked on. Since one Sony representative told me that I should have contacted [redacted] on the matter, I did. I also explained to the representative that I should not have to be calling their third party as my contract/warranty was with Sony. [redacted] has satisfactorily responded and apologized for the issues and inconveniences I had encountered and, as mentioned before, wished to fix the minor damage to the rubber "bar" foot. I have not heard back from Sony and the only reason I needed to talk to Customer Relations was to discuss a possible replacement and what it would mean for my extended warranty.Desired Settlement: I honestly would like Sony to not only authorize another repair to replace the screen but to upgrade it OR to send a replacement with a screen upgrade without "fulfilling the extended warranty contract" as the manufacturer's warranty isn't even expired yet. In a more "fair" resolution, I'd like the either of the aforementioned minus the upgrade. It is upsetting knowing that the extra money spent on an extended warranty feels like a waste when it was meant for exactly this sort of incident I was worried about.

I'd also like a formal letter of apology for what is a disastrous experience in Sony's Customer Service and that Sony is responsible for any issues caused by a third party and should be handling them on behalf of the consumer/customer. I would like to point out that the issue with their Customer Service was not the representatives (I talked to a different one every time I called, which amounts to around 12 times) as each one was courteous, helpful (despite being helpless regarding the overall problem), and patient; any fault with Customer Service lies within Sony's policies and management.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony SVF15A17CXB . Sony has contacted the customer and the customer accepted the offer of a repair under the Sony basic warranty.

If you have any questions or require additional information, please feel free to contact me at [redacted].

Sincerely,

Review: I have ordered REFURBISHED - E 50mm F1.8 OSS E-mount Prime Lens (Item: 27-SEL50F18.B) on 9/*/2014. Order Number is [redacted]. There was a delivery of this order on 9/*/2014 but sent they me completely different item (SAL1855 Lens) instead of the lens I have ordered which is not usuable by me. I called in to compain and was told they would have internal warehouse investigation and created an incident [redacted]. After few days they sent me prepaid shipping label for return of incorrect item which was mailed back to them instantly. They have received the item ( Fedex Tracking [redacted]) on 9/**. I have asked me to send me the item I have ordered and have not sent me the item yet or refunded me. They have not responded to my emails. How can sony send me the a completely different Item then I ordered? I have sent them pictures of the packaging including the lens I have received. How long will the internal investigation takes? Send me the Lens Refurbished or New.Desired Settlement: I want the Item (E 50mm F1.8 OSS E-mount Prime Lens) I have ordered immediately. If the lens is not in stock, send me the New Lens. It only cost another $50 more. Sony has to compensate me the time and the trouble.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]bout his Alpha Digital Camera SEL50F18.

Sony has talked to the customer and we already discussed procedures to resolve 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:

[I have not yet got called after almost 48 hours I was told I will get call. I don't have an update on their ongoing internal warehouse investigation. I don't know when/if they are sending me the lens I have ordered. They didnot send me the tracking number for the delivery. No updates nor a call other than one on 9/** initial call. I need my lens ASAP.

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]bout his Alpha Digital Camera SEL50F18.

Sony has talked to the customer and was advised that he will be credited the full amount for the purchase and also will be provided a 15% discount on his next purchase from Sony. The customer agreed.

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

Sincerely,