Sony Corporation of America

Review: Company refuses to refund unauthorized charges

I purchased a subscription to Planetside 2 to see what it was like. The cost was 14.99 and right after buying it I canceled the subscription so I would not be billed again. Two months later I was reviewing my credit card statement and I noticed the company billed me for another month, even after I ended my subscription. I was never informed that I would be billed again and there was no contact from the company when my credit card was billed a second time. I tried numerous times to get this resolved, only 1/3 of my e-mails to support had been responded to and the general response was outright refusal to correct the problem.

[redacted] name: [redacted] email: [redacted]Desired Settlement: I did not agree to pay for a second month and I was never informed that my card was being billed again. I canceled my service immediatly after starting it to prevent this from happening. I want the company to refund the unauthorized billing of 14.99

Consumer

Response:

Resolved

Sincerely,

Review: 5/**/2014 I ordered a TV direct through Sony.com after contacting them as a saw variable specs on the product on different sites. The man was helpful so I bought the tv from Sony directly instead of [redacted] etc.

One of the conditions I specifically asked the sales person was if I needed to be present to receive delivery of the tv since my wife and I both work full time. He assured me NO that I will not need to be present.

5/**/2014 I got a call from the delivery company that said they would only deliver M-F 11-5 with absolutely no exceptions. I immediately called Sony back and then the order was cancelled that day

6/*/2014 - Sony still has not received the item back and will not process me a refund. Replied that the items will not return till 6/** (3 weeks from cancel, yet it only took 2 day to get there?) and that beyond that I will not get a refund for another 7-10 business days, At which point I will have been required to make a minimum credit payment or incur late fees/interest charges for something I refused delivery to to a misrepresentation by a sales person.

This has incurred me other hardships as I tried to buy an alternate TV in the meantime but the company uses the same credit service as sony and they would not grant me the credit due to the sony credit I just recieved as it was fraud warnings.

I have also wasted over 10 hours of my time trying to speak to Sony Customer Care which only made things worse. At this point I have 0 confidence that my refund will occur.Desired Settlement: Prompt refund of my money. My original desired outcome was that that someone look into if alternative arrangements could be made or a suitable apology made for the sales rep Lying to me, but now I want nothing to do with Sony ever again so just a refund is needed)

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about Sony's selling practices. We are currently reviewing the case and coordinating this with the proper department to determine how this issue can be settled. We will follow up with you and with the customer as soon as the information becomes available.

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

Consumer

Response:

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

[Your Answer Here]

I still have not been processed a refund. The item should have arrived back in Sony's warehouse today at the latest as per previous emails from Sony support. There is no reason this needs to go on any longer. They have been telling me that they have been Reviewing my case for 3 weeks now. It is not that complex. This should have already been resolved.

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 While the company response here is not a resolution and the process did take longer than I would have liked or deem acceptable, the problem has since been resolved with them contacting me directly.

Sincerely,

Review: I bought a 2014 reciever model STR dn1050 on May [redacted]. Shortly after I installed it and threw the box out The remote wouldn't work. I called sony support who had me ship the original remote to Texas. The were shipping out a new one once they recieved the old one. I called a week later and they said the remote was back ordered until that friday but they would ship it Friday. I called on Friday they told me it was back ordered until sometime in the first week of September. I explained this is a new model and I can't wait until September. I then went above them to customer relations. [redacted] explained if I sent them the reciept(fax only) they would send me out a new unit immediatly. I waited three days for Sony to process the fax and called them. They claimed they never recieved the fax.I asked to speak to [redacted] in customer relations and they said as of that day, customer relation could no longer accept phone calls, only e-mail. They then asked me to send them the reciept by e-mail which I did. I then got a call from [redacted] (customer relations) last night to state they think they found a remote that will work and I should get it in 7-10 days. I explained this has been going on since the middle of June.. Would they please ship it overnight or two day. I will even pay for it. He simply stated NO. You will recieve it in 7-10 days. I said are you sure it will work? He said after reviewing everything they think it will work. I said what if it doesn't work he said call us back and we will try something else. I asked to speak to his supervisor. His response was "there is no way you will get it before 7-10 days." I then said fine ship it and I hung up on him.

I have been a big supporter of Sony from TVs(3), laptops(2), and camera, 2 blue rays , head phones and even an aftermasrket car stereo. I have been fortunate enough to never need the customer relations. I must say from this point on I will think twice about purchasing ANY sony product.

Business

Response:

Thank You for contacting Sony electronics Inc. regarding the complaint your office received from [redacted] regarding [redacted] Sony has contacted this customer and was advised to purchase the

remote control RMAAU189 part number[redacted]we will reimburse him for the amount he paid for, we requested him to send us POP once he purchased the remote foir us to process check reimbursement.

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

Consumer

Response:

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

In reference to complaint ID [redacted], I recieved the offer from Sony and I have sent them them a copy of the reciept for the remote I purchased. I have been told they will review the case and send me a check. I don't want to close the case until I recieve the check. My history with them has been promises from their customer relations they didn't keep

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 a Sony Remote Control . Sony has contacted the customer advised that sony will reimburse him $50.00 in check. The customer accepted the offer also advised that turn around time for this is 4 to 6 weeks, customer agreed.

.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am agreeing to consider the matter resolved however I am hesitant to do this because Sony history with me. They always appear to lose or can't track the items. I reserve the right to re- open the matter in 6 weeks from today or Oct ** 2014 if I don't have the re-imbursement check in hand.

Sincerely,

Review: I purchase a Sony Vaio Computer at Wal-Mart for 599.00 plus taxes, on February of 2011, by December 2012 the LCD screen light started acting up and went out on this computer. I sent it back to Sony for repairs since I did nothing to cause this. Sony Charged me $49.95 for diagnosis Plus a $200.00 repair fee. It was returned to me on Christmas Eve of 2012 one year later The same Screen LCD Went out again. Still nothing I had to do with it. I sent it back to Sony, Since I assumed they had resolved this issue. This time they wanted to charge me and additional $470.26 to repair this same computer with the same issue. I was told by one of their reps. that they are aware that the computer may go out. Save yourself time and money and purchase a quality computer for less than Sony products. they only sell their name. $599.00 plus taxes, plus $49.99 plus $200.00 Equals almost $900.00 worth of a defective non working computer.Desired Settlement: I really think they should honor their product and fix or replace this computer. I've lost too much money in this one. I am so dissatisfied with the outcome of this product. I'm afraid to purchase anything from Sony again. Not only would they not fix the product, some of them were just rude.

Business

Response:

Sony [redacted]

On 5/**/14 Sony rep contacted customer. Customer's computer is three years old, out of warranty for two years so Sony is unable to assist with repair. Customer is unable to provide a proof of purchase. Sony offered prorated buyback of $210 based on age of computer. Customer refused the offer and wants no further communication with Sony. Sony considers this claim resolved and closed. Thanks, [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 did not accept the offer that Sony offered because this computer is defective. I sent Sony all of the receipts and the online registration of the computer. they accepted the paper work at the time. Four weeks later they contacted me with the offer of 210.00. I would like to take this matter to court since I am a paying customer, and I did everything they ask of me. The receipt that I sent them coincided with the purchased of the computer. Since the receipt didn't named the computer as Sony, now they refute payment. I chose to keep this computer as evident because I know this computer is defective. I've done everything they've asked me to concerning this matter and they assured me this matter was resolved 4 weeks earlier from this date. Now they are saying they can't do it, and are making me another offer.

'

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]Sony did contact me with the same offer of 210.00 which I still reject because

I paid Sony 249.99 to repair the computer which they told me if any problems I had with this same issue they would repair. This is a on going issue with this computer. 210.00 is what their offering plus the return of the computer. I paid 677.48 for this computer plus and additional 249.00 for repairs. 210.00 would not even cover the repair price. I asked them to either repair this computer or replace it. They in turn refused to do either. I don't think this is a reasonable offer from Sony. I sent them the receipt I had concerning this computer plus a registration of the same computer 5 days of the receipt which I sent them. Again since the receipt did not Sony Vaio they refuse it. If they don't believe I purchased it then why are they trying to buy it back for 210.00. I refuse to accept that offer. Here's a company with millions yet they still trying to rob me of 677.48 plus 249.00. What happen to the customer always right especially if they got proof of a receipt. I would be happy to send you all of the documents that I sent to Sony.

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

Sincerely,

Business

Response:

Thank you for your update. Sony contacted [redacted] again on June **, 2014 and explained that Sony cannot offer any other option other than what has already been offered. Since the customer was unable to provide a copy of the receipt, Sony offered prorated buyback of $210 which was based on age of computer. Customer refused to accept the offer. Sony's response has not changed since our original response. Sony considers this claim/case closed.

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

Review: I bought Sony Experian 3/2013 from cellphoneforever/soway tech. As soon as I got the phone, I immediately went online to register it. That's when I found out the phone was not charging. Since I was on the website, I called Sony Experia support. The sony tech stated the charger may be bad. I notified cellphoneforever/soway tech. It took them over 30 days to send me a replacement charger. It still didn't charge, it took Soway tech, around two months to send me another charger. Still didn't work. Sony Support stated they will fix the phone, once I supplied proof of purchase. Back and forth with Soway tech and Sony, I finally got a proof of purchase. I sent the phone to Sony. They sent me the phone back stated corrosion. For months from Sept 2013 when I got the phone back till Jan 2014, they could give me no reason how the phone had corrosion with no water damage. They denied my claim to fix it. I felt something wasn't right so I took the phone to a reputable phone repair business. They found no corrosion on my phone. The charger piece was not working and the warranty covers that. Sony lied to me and for almost a year, Sony support has given me the run around, just to lie to me. My phone has no corrosion and never had any.Desired Settlement: What Sony Support put me thru, making me feel like the bad guy, making me feel like I have done something wrong. They gave me bogus answers when I ask them the one question. How did a phone with no water damage have corrosion damage. They kept giving me bogus answers. For months making me think the phone had corrosion damage. They lied to me, my phone has no corrosion damage, I physically seen the inside of my phone when the technician checked out my phone. A license business, store front.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Xperia. We contacted [redacted] on April **, 2014 and referred him to the Sony Mobile Communication Team to directly discuss his situation. The Sony Mobile Department handles their own service and support issues.

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]

First, they are lying, and I will swear in court. Let Sony thru phone records that they called my phone. They may have spoken to [redacted] from the Revdex.com, but not me. Sony constantly tries to fight this battle thru lies, by stating they spoke to me directly. When I spoke to my new Revdex.com investigator, he told me about this letter that Sony sent the Revdex.com. Also gave me the phone number and a contact name which is [redacted]. I called the phone number and a customer service Rep told me that Sony had spoken to me April [redacted] 2014. I can obtain my T mobile phone records and let Sony obtain theirs on that day. [redacted] would not speak to me, the Rep told me to call ###-###-#### because they are handling my case. I called that no. and a Rep answered put me on hold for around 10 minutes. When he came back to the phone he told me, what they said last year stands, they will not replace my phone. Sony has given the Revdex.com and myself the runaround since Jan. Than they lie and state that they spoke to me. As you see Sony does not fear or respect anyone. I reject their letter.

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

Sincerely,

Business

Response:

Sony Mobile considers this matter closed.

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 want the world to know how Sony Mobile treats their customers. When I took my phone to a second reputable repair shop. Both stores specified no corrosion. I even showed the second shop the picture Sony sent me, of the part that has corrosion. First the repair person had to take several layers of the phone apart to get to the area Sony presumes has corrosion. After the last layer of the phone was taken apart, the repair person looked at the 1st two layers, extremely clean, no sign of water damage. Both of us wondered, how could corrosion penetrate two layers of the phone to get to the smallest part of the third layer without showing any corrosion or water damage on the 1st two layers of the phone or any parts of the back of the phone. We were both baffled. This just tells me that their are still dishonest companies in this world and I will never buy from Sony again

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

Sincerely,

**

Review: Most recent event number [redacted].

My laptop has been to your Laredo repair station 4 times now, and sent to the [redacted] once, and after each repair worked less than a week each time it was returned to me.

I bought my laptop Dec. 2012 (receipt can be provided), and my first report of problems was in January *, 2013, but because I was out of the country for 11 months, I was unable to return it to you, so I waited until I came home. During my time away, I contacted your support center well over a dozen times via email and chat (all of which I still have records of, and agent ID#s for, if you'd like), trying to fix my computer on my own with their direction, as the touch screen never worked, and the laptop would shut down and restart with blue error screens. I finally sent my computer into the service center when I got home at the end of December, 2013 (Event [redacted] notification [redacted]), they were unable to fix the problem. After a few days of using the laptop, I had trouble again (Event [redacted], notif. [redacted]), and again (Event [redacted], notif. [redacted]), and then again (Event [redacted], notif. [redacted]). Sony finally sent me to Best Buy to get it fixed (event [redacted]), and it is still broken.

Since that request for the [redacted] repair, I have been in contact with your associates since Aug *, with no results. I have made 3 separate requests from Tech support to have Customer Service call me, each time being promised a call within 1-2 business days, I have not gotten a call back since those requests. I did get a call back from my email on Aug *, but after the initial contact, 3 weeks later to let me know they were looking into it, they have not contacted me until last week when I received an email that my computer was not in warranty, which is not true, because based on my paperwork and phone calls with associates my computer's warranty is extended 90 days from the last time it was repaired, which is the case, so per that email I called the number provided ###-###-####, who promised the third call back in 1-2 business days, a time frame that they have not honored. No one will return calls that are promised, and at the same time are not available for me to call.Desired Settlement: Please, give me my money back. You've been given 5 attempts to fix my computer, that worked less than a week of the 21 months I've owned it. I've lost likely dozens of hours speaking with Sony associates over the past 20 months trying to make the computer work right, with no success. I can't get that time back or the data lost with at least 12 computer refreshes, but I also need a laptop that works.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVT13124CXS.

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:

They offered to do a payback on Thursday(9/**) but told me to send them the the proof of purchase, and that I'd get a call back in 1-2 bus. days. Day 3, and I hadn't heard from them, so I called back, was put on hold for 27 minutes with [redacted] at 12:29pm, and had to disconnect to return to work...At 1:58pm I received this email from Sony, [redacted] (I received an email from this before that confirmed my model number and event number) : Thank you for bringing your concern to Sony’s attention. Your file has been reviewed and we have some options for you. Please call our support line at ###-###-#### to discuss these options. Any of our representatives will be able to assist you. We are open 24/7. Make use of Event ID as reference, [redacted] We will wait for your call and have a great day! Sony Customer Relations[redacted]

I called the number, twice to make sure I was not wrong and it was a SEX HOTLINE! This is disgusting and absolutely despicable. Do I need to get a lawyer involved? This is traumatizing!

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 Notebook. Sony has contacted this customer and was advised per our customer relations department that prorated buyback for $512.11 will be provided. Customer said that she will think about it and will call back. Customer also complains that phone # provided to her was not a Sony hotline #. We did apologize to the customer that the phone number provided to her was incorrect. It was a mistake on our end that the phone # was mixed up. We filed a complaint on her behalf regarding this matter. The customer also asked for the contact information of Sony's legal department and we provided an address and a fax #.

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

Review: I sent our Blue Ray player to Sony on Friday, August **, 2014 via [redacted] tracking number [redacted] for repairs. I called at the end of September and the beginning of October to try to find out the status of the repair. During both calls, the agent (after an extended period of time) claimed that they could not identify what had happened with the Blue Ray player. Both claimed that they showed that it was received but weren't sure what happened to it after that. Both agents promised a call back from a manager within 24 hours. It is now October [redacted] and I still don't have my Blue Ray player and have not received a call back.Desired Settlement: My desired outcome is to either send me my Blue Ray player back or refund me the money so I can buy a new one.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony BDVE3100. Sony has contacted this customer and was offered a brand new replacement model BDVE3100 due to service delay. The customer already accepted the offer and the replacement order has been processed.

If you have questions or require additional information,

please feel free to contact me at ###-###-####.

Review: I own a Sony Bravia HDTV (Model # KDL-40VL160). Recently, I was watching TV and the picture suddenly changed from normal to having a green discoloration across the entire picture. The discoloration of the picture then got worse and all colors are now inverted. When this happened, I tried all the 'troubleshooting' tips recommended on the Sony Community Message Board, such as unplugging the TV and conducting a 'hard re-boot' of the TV. None of these attempts have worked. I had the TV looked at by a repair professional and he told me that the problem was a faulty panel in the TV that would cost nearly half ($500) the original cost of the TV ($1,300); and from reading online reviews, I can see that this has been a problem for many other people as well.

I tried contacting Sony customer support via email ([redacted]) a week ago but have not received a response. I called Sony Support today and spoke with a Sony representative, [redacted] Dome, in the [redacted] who was not very helpful. All he kept telling me was that the TV was outside of the 1-year warranty and that I would have to get the TV fixed at my own expense. After explaining to the representative that that was not a reasonable solution, he offered no other options. Also, when I asked to speak with his [redacted], he told me that "they were all in a meeting."

This sort of customer service is completely unacceptable. I purchased this TV at a premium price thinking that the name Sony Bravia was associated with a high-quality standard. I had no idea how wrong I could be.Desired Settlement: I would like to either (1) have my TV repaired by Sony at no expense to me, or (2) have Sony provide a replacement TV at no expense to me.

Business

Response:

Dear Dispute Resolution Services,

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

Sony has contacted the customer twice, unfortunately we were not able to talk to him directly. However he was able to return our call, Sony has referred him to Authorized Service Center for out of warranty service. Customer was also offered a 15 discounton his next Sony TV.

Sony takes great pride in our products. As such, a limited warranty accompanied the product at original purchase that warrants against defects in material or workmanship for a designated time period.

The time period for thelimited 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,

Review: Sony failed to honor its Price Assurance guarantee. Sony would not refund $200 after the price of TV dropped $200 wihtin 30 days of my purchase date.Desired Settlement: Please refund $200 dollars plus tax.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the

complaint your office received from [redacted] about his TV KDL65W850A.

Sony has talked to customer about the adjustment made for his TV purchase. Sony credited him back $109.83 back to his account and that was processed June **, 2014. The price of the TV originally was $1999.99 with $400 discount when he purchased it, so he paid $1599.99 only, and the price went down again to $1499.99, that's why we credited him back $109.83 including tax. The price of the TV only drops to $100 and not $200. Please see attachment with the order of the TV.

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

Sincerely,

Consumer

Response:

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

The price of the TV was dropped to $1299 because my friend purchased the same tv from you guys. His order number is [redacted]. You guy just do not want to honor you Price Assurance guarantee. It is very sad a big company like Sony do not want to honor it guarantee.

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

Sincerely,

Consumer

Response:

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

I am waiting for Sony to send me the check. But every time I contact Sony they just keep on saying it will take 8-10 weeks. I called Sony 6-7 times and each time I gave them my home address and serial number for the TV. And each they claimed they never received any of the information I provided them. If they said they are going to refund me $190 why does it take them this long. I feel like they are playing games with me.

Rich

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 Rich Lee,about his Sony TV KDL65W850A. Sony contacted this customer however we were not able to talked to him directly. We would like to inform him that the refund was approved on 11/**/2014 under order number [redacted]. We are still within the turn around time to complete this. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely,[redacted]

Review: 1/*/2015 12:25:09 PM

To whom it may concern:

I am writing to let you know that I have for many many years been a very loyal customer of Sony products; but my recent experience with my newest TV and tech support has really negatively changed how I feel about Sony. All of my entertainment products are made by Sony and that includes TVs, camcorders, cameras, PS3, headphone and the list goes on. Recently, I’ve been contemplating getting a 4K TV and although the Samsung TVs look really great, I was still considering Sony, but that may change now.

The problem is with my TV XBR-55HX929, which I purchased a couple years ago. I buy only the best Sony products and all of my TVs are XBR. The TV came with pre-installed apps, such as Netflix, Amazon, and others. The problem is that since I bought the TV, the apps have upgraded many times from the providers, but my TV does not upgrade them; consequently, I am unable to take advantage of new features such as Dolby 5.1 surround from [redacted] The TV is stuck with the original versions of apps. I contacted Netflix and they informed me that the app I have is very old and that the TV is the issue since it is not updating the apps. Just out of curiosity, I decided to try my 8 year old Sony TV. The internet was disconnected from it for a long time, but as soon as I connected it, it alerted me that a new version of Netflix was available and asked me if I wanted to upgrade it. Why isn’t the much newer, more expensive, and more advanced TV doing the same?

On Saturday January [redacted], 2015 at 11:10 AM PST, I called tech support at ###-###-####. I spoke with a person with an [redacted] accent. Basically he was on a mission to blame everyone else for the problem. He kept using words like “I’m not sure” and “maybe”. I politely told him that his comments were not very assuring and I asked if I could to speak to higher level tech support that could provide definitive answers, to which he replied, “there’s no one else”. I then asked if I could speak to a different tech support person, which he refused. Being very frustrated, I asked for his name, and after pausing for few seconds, he replied, “[redacted]”. Every other question I asked after that, he replied with the same “your product is out of warranty” answer. I then called back and spoke with [redacted]. He was very pleasant and provided his name upon answering the call. He said he had a fix and advised me to download a file on a USB memory stick and into the TV. It turned out that the TV already had the latest firmware, so it didn’t work. I called back and spoke with [redacted], he advised me to reset the TV and if that didn’t work, he said had no other suggestions. TV was reset, initial setup was run again, TV was completely unplugged from power and reconnected, nothing worked.

I finally went to the Sony store at the [redacted] and [redacted] were very helpful and spend much time trying to get me an answer. When they couldn’t, they emailed an expert who they trusted would know, but I’m still waiting to hear back. [redacted]Desired Settlement: fix my issue

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his XBR55HX929. We already contacted a customer advised him that we already made a request from our product [redacted] to assist him with his issue. The reference number for this is [redacted].Sincerely,[redacted]

Consumer

Response:

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

[Your Answer Here]

I was informed that the [redacted] would contact within 48 business hours, which have passed without being contacted.

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 Edmond Daniels, about the Sony XBR55HX929. We already talked to the customer, and confirmed from him that a product [redacted] have called him and helped him with his issue.Sincerely,[redacted]

Review: On January**, 2015 I ordered a TV from Sony.com certified refurbished. The TV arrived fairly quickly and I opened the box and discovered only 4 small foam blocks in the corners providing protection of the TV. I turned on the TV and noticed that the screen had a waffle pattern and was defective. I called Sony support to get resolution and started case number [redacted]. It took almost a week to get follow up from [redacted] in [redacted]. I had a list of things I needed to do, take pictures, remove serial numbers, damage the tv screen and take more pictures and send them to him. [redacted] did not respond to emails, had an old voice mail from Christmas and provided no follow up. I got a call on 1/**/2015 from [redacted] saying that I would receive a Sony gift card. This TV was a birthday present for my son and I already went another way with the present, now I am left with a sony gift card? I would like the money refunded to my credit card. This whole process is very unprofessional. [redacted] did not want to provide me with a contact or email information to file a Sony complaint, he said he is the highest level. [redacted] never responded. Nobody responds to [redacted] This is a shame all of my tvs are sony, laptop, clock radio, etc... this process has been so unprofessional from start to finish I will consider other manufacturers in the future.Desired Settlement: Credit my credit card and not give me a sony gift card that I can only use at sony

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Bravia KDL48W600B. We already contacted the customer, and was advised of the Sony Store credit program to resolve the issue under event number [redacted].We also offered him a $50.00 Gift Card to compensate him for the inconvenience, and the customer accepted. We shall be monitoring this case and make sure that he will be assisted accordingly. Sincerely,[redacted]

Consumer

Response:

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

I received a call from [redacted] from Sony Customer relations on 1/**/2015 and she mentioned that she would be able to ship me the same tv that I ordered instead of sending me a store credit gift card, in addition to the $50 credit gift card. I would like to keep this case open because saying you are going to do something and actually doing something can be very different. I have not received any shipping information of the replacement tv to this point and [redacted] mentioned it could take 2 weeks. Shipping me a replacement tv was the same resolution I offered in the beginning but I was told that would be impossible by [redacted] at Sony. I am ok in receiving a replacement tv of the same model that I ordered before, I want to keep this case open until I receive the replacement tv in condition advertised and $50 gift card. Thank you.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Again, I am hesitant to end this case because it is not resolved, I have not received a tv yet. I was called on 02/** from an agent of the office of the electronics [redacted] stating that he had received my email and they would take care of this right away, he stated I would receive a new tv and they would swap out the defective tv. I got another email from [redacted] on 2/* that...

[redacted]So, a couple concerns now... I can not track the order number provided on Sony's website, I do not know any shipping information, and I don't know if they are shipping me a new tv or another poorly packaged refurbished unit.

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

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony KDL48W600B. We already talked to the customer and provided him the [redacted] tracking number, [redacted]. As per the tracking information, estimated arrival date of the shipment is February **,2015.Sincerely,[redacted]

Sony psn network sold me and 1000's of people a game called WANDER that crashes every 5 - 10 mins and is so unplayable 100's of people have requested refunds. But sony will not refund any ones money and refuses to address this issue. I have been hung up on several times by customer service and cant get any higher then the supervisor. They refuse to connect me to any one or give me any contact information to address this to someone higher up.
DONT buy anything from their Digital Store.

Review: Computer was purchased with an extended warranty through sony corp. Unit is out of the first year warranty and now within the extended warranty plan. This isn't our first failure with this product. We had additional complications which should be on record. The problem is we reported failure of hard drive on 6/8 a box was then being sent to us to return computer for repair. received box on 6/11 returned box with computer on 6/12. Box was received in Kentucky friday morning 6/14. I called the following Tuesday the 18th for an update. I was told they had to put a request in since it wasn't showing anything in the system yet or that they had received it. Per tracking info it was received. They said call back tomorrow. I called on Wednesday the 19th to be told that oh you need to wait 24 hrs and I was a couple hrs early that I should call after 5pm or should wait at least 48 hrs. I call after 5pm and get told that there isn't any new information so they put another request into the repair center. on the 20th I called mid day to find out that they just put into the system that they now received the computer on the 20th. I asked why the delay they said they are behind on the computers for repairs. I asked for a call back. I get a call that evening and told to wait 4 business days they should have an update as to what needs to be done. Today being 4 business days the new information is they just put it into diagnostics. So they have had the computer since the 14th and they are now just getting to it. Competition for Sony does this stuff within 48 hrs. I am not getting much help through sony. At this point I am never going to buy another sony product. At least this time I am not getting other persons computers shipped to me in error.Desired Settlement: I want my computer sent back right away. Going on 3 weeks since it was returned for repair. Perhaps I should get a refund on the extended warranty protection due to these headaches.

Business

Response:

July 2st, 2013

Dispute Resolution Services

Revdex.com

30 East 33rd St – 12th Fl

New York, NY 10016

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 Product. Sony has contacted the customer and the customer is under an extended warranty through Service net not Sony, also the repair was done by best buy not Sony. Sony has sent this customer a set of recovery discs at no charge as a onetime accommodation to try and assist the customer to resolve this issue.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Business

Response:

July 29th, 2013

Dispute Resolution Services

Revdex.com

30 East 33rd St – 12th Fl

New York, NY 10016

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 Product. The customer has received the unit back from repair and Sony has sent a set of recovery discs at no charge. any issue with the repair should be addressed with the extended warranty company servicenet not Sony.

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]. Through a private email with Sony they have agreed to allow me to keep the recovery disks, and find that this resolution is satisfactory to me and the matter has been resolved. Any further issues will be directed through the Sony extended care plan center. Should more issues arise Revdex.com and Sony Care will be notified again.

Sincerely,

Review: On January [redacted] 2008 My husband and I purchased a 52" Sony TV model # KDL-52W3000. We paid $2,755.99 for the TV. In January 2009 we had an issue and Sony sent out a repair man and they replaced the whole screen and inside of the TV. Now it is 4 years later and the whole left side of the screen is not working. We called Sony 2 times and they had us reset the TV. It didn't help the issue. We still weren't able to see the whole left side. I read that they had a class action lawsuit against them for certain makes and models of their TV's. We have never moved so the TV has been in the same place it has always been. It never got bumped or knocked over. I can't see spending that much on a TV and having it not work after 4 years ( Since they replaced the whole inside of the TV after having it for a year.) They said the best they could do is give us a 15% discount on a new TV. I will never buy another Sony product after this incident and their lack of customer service on something we spent so much money on.Desired Settlement: I would like to see Sony take responsibility for their defective product. I don't have $2,755.99 just laying around. It took my husband and I a long time to save our money to buy a product that we THOUGHT was a good brand only to last us 4 years.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] Regarding the Sony SVE151290X. Sony has contacted the customer and offered the customer a exchange for a refurbished model at no charge. Sony will pick up the original unit.

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

Sincerely,

Consumer

Response:

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

We received the refurbished TV on Tuesday July [redacted]. When they delivered it they did a great job setting it up and removing the old TV. We are very happy with the service that was provided. The ONLY issue we have is we got a 90 warrantee and we had read reviews about the new model and they have the same issues that we had with our previous TV and it was happening after 18 months. We asked if we could have a 2 year warrantee and they said they couldn't do that for us but said we could buy a 2 year warrantee for around $450. We declined that offer. Other than that we are pleased with the service that we received. We are a little upset that it was only resolved by contacting the Revdex.com and they wouldn't help us when we called customer service.

Sincerely,

Review: On 8-*-13 my Sony laptop computer was in need of repair. I found a Sony repair hotline on the Sony website. The technician I spoke with offered to do an over-the-phone diagnostic for $49.99. He explained that although the charge was non-refundable, it could be applied as a credit toward the cost of repair if he determined that the computer needed to be shipped to their repair center in Laredo, TX. The over-the-phone diagnostic was unsuccessful. I was quoted a price of $299.99, to include parts, labor, shipping, and taxes, if I wanted to ship my computer to the Laredo repair center. With the $49.99 credit the total quote was $250.00. I agreed to this and shipped my computer to Laredo on 8-**-13. On 8-**-13 I received an email from the Sony repair center that included a phone number for me to call to discuss my repair. I called that number on 8-**-13. The person I reached let me know that they would no longer honor the quote from 8-*-13 of 299.99 and that the quote had been revised to $2,281.01. I was told that if I refused the new quote I would not be charged for any of the services so far, to include the 49.99 fee. I spent the following four hours speaking to no fewer than seven customer service representatives trying to find someone who would honor the quote from 8-*-13, but I was unsuccessful. The last agent I spoke with was [redacted] (Employee# [redacted]). He informed me that if I would not accept the new quote, they would ship the unrepaired computer back to me and they would ensure that I was not charged for anything, including the $49.99 phone diagnostic fee. I now suspect that [redacted] told me that the $49.99 fee would be refunded simply to get me off the phone, and that he had no actual intention on following through with the refund. I received my unrepaired computer one week later. On 10-*-13, six weeks after I refused the new quote and cancelled the repair order, the charge still stands with no credit from Sony according to my credit card statement. I called Sony at ###-###-#### on 10-*-13. The call was escalated to [redacted] (Employee#[redacted]) in the National Customer Relations dept. According to [redacted] worked in the Laredo repair center and was not authorized to issue a refund of the $49.99 charge. I feel that Sony should not expect a customer to know who is and who is not authorized to issue refunds, or to know the ins and outs of the hierarchy within the Sony repair call center. To summarize, I believe that Sony acted on bad faith twice in handling me as a customer: 1) Initially quoting me an all-inclusive price of $299.99 for the initial repair, revising the quote to $2,281.01, and refusing to honor the initial quote. 2) Telling me that refusing the new quote would result in the $49.99 being refunded to me, then refusing to do so.Desired Settlement: I would like Sony to refund the $49.99 charge to my credit card. On 10-*-13 I filed a dispute with my credit card issuer (Capital One), and they have informed me that my dispute will be processed in 7-10 business days. I'd also like other consumers to know that Sony repair is capable of acting on bad faith and it actually cost me $49.99 when I refused to pay them over $2,000 more than I agreed to over the phone.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony tech support charge. Sony has contacted [redacted] and advised him that the charge for $49.99 will be credited back to his card. We advised him to allow one business cycle for the credit to go through.

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. In addition, I hope that this case serves as a warning to consumers that Sony may not listen to customer complaints unless the customer asks the Revdex.com to mediate. I appreciate the Revdex.com's efforts in this matter.

Sincerely,

Review: My sister will be getting married on 6/*/2014 and I have agreed to be the official photographer for her wedding.

I have a Sony SLT-A99V camera (currently under warranty) which is experiencing an error with the SteadyShot. The warning message in the LCD screen have instructed that I sent it back for repair. Other than the loss of the SteadyShot function, the camera is usable.

I was on the fence about sending the camera body for repair because of the risk that it will not be performed in time for my sister's wedding. I called Sony customer support on 5/**/2014 to inquire about a loaner program and the CSR validated that it is possible to provide a loaner to me for this event while my camera is being repaired. I received a call back from "[redacted]"

whose phone number is ###-###-#### on 5/** and he assured me that he will submit my request for the loaner as soon an as I provide a tracking number. With that assurance, I Fedex the camera (tracking #[redacted]) to Sony's repair center in Laredo.

I called Sony support on 5/** and after being transferred through a number of people, the CSR said he will submit a request and someone from the Loaner department will get back to me in 1 business day. I have not heard back.Desired Settlement: Please repair my camera and have it in my hands by 6/*/2014 or provide a loaner.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Alpha SLTA99V. We contacted this customer on June **, 2014 to discuss this matter. Sony sent him a loaner unit on June **, 2014. The customer's unit has been repaired at Sony Repair Facility and it will be returned back to the customer via Fedex Tracking [redacted].

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: Back in December, I was looking to purchase a desk top computer for my home. I went to Sony and saw the L series all in 1 computer. The price was a few hundred dollars more than expected so I told them. I was told by a manager that they would price match the $1500+ price down to the competitive 1249.00. Shortly after, before the computer arrived at my home, I was deployed and did not arrive back in the area until april . Around 4 months later and when I looked to see if the discount ever happend,I noticed that nothing was refunded in order to complete our deal. I called Sony to discuss the issue, and their management had told me that they could not do anything about the matter because it had been over 30 days since the purchase. The face is simple... if they would have done what they said originally to make the purchase, then we would not be here. Horrible customer service while handling ordeal also. I will never shop with Sony ever again. I cannot believe in a company who feels that they can lie in order to make a sale, and on top of that; take advantage of their counties military men and women who leave in order to serve their country.Desired Settlement: Price of computer was $1526.39. The Price match is 1249.99... A price that is located on a store with [redacted]. I was promised this price, and I will feel taken advantaged of until I am given this promise. I require a refund of $276.50...

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about billing issues. We called customer on May **, 2014 and referred him to the Sony Store Department to directly discuss his situation as they handle all sales-related issues.

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 told them to have that Department call me being that they were the ones to ignored me to begin with. They told me they could only give me the number. If I call them, then it is obvious that I would fed the same horrible response as before. I told them I was sorry to feel such negativity towards sony and then that was the end of it.

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] about his VAIO computer SVL24147CXB.

We spoke with the customer on July **, 2014 and [redacted] accepted Sony's offer to refund the price difference amounting to $141.60. The check was authorized on July **, 2014 and the customer should receive it within 4 to 6 weeks from that day.

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: I would like to complain about the excessive delay Sony Laredo Logistics Center is taking in repairing my Sony cell phone. As of today, it has been at their facilities for 26 business days.

Sony Laredo Logistics Center

Suite [redacted] I sent my phone (still under its one-year warranty) to be repaired last October. From the [redacted] Tracking system, I can see that the phone was received at Sony Laredo Logistics Center by [redacted] on Friday, October **, 2014 at 9:43 a.m.

While I did receive an email message (prior to sending my phone) noting that "[a] working phone should be returned to you approximately 14 business days after receipt at our facility. Please note that this is an estimate, and availability of parts can make it take longer to service your phone", I deem this 26 business-day wait as excessive. It basically amounts to double the suggested wait time.

I should also note that I have called Sony Customer Service at [redacted] four times now. Last time I talked to a representative (Friday, November **, 2014), I was told that a [redacted] Tracking shipping label (the number is [redacted], this is the link [redacted]) had been created for my phone to be sent back to me. However, as of today (December *) the phone is still at the Sony Center.

As I have already mentioned, I have already called them four times and no clear indication still exists of when I will have my phone back.

Lastly, I should indicate that throughout all this wait I have not been contacted at any point by Sony Laredo Logistics Center. Clearly, a bad customer service practice that does not notify the customer of anything at all during the wait time. They are not reachable by phone and customers can only get in touch with a nationwide customer service station. The Sony Laredo Logistics Center should have a system to notify customers of the different stages during the wait time.

ThanksDesired Settlement: Considering that I have been without a phone since October ** (October ** since the phone arrived at the Sony facility), I am now having to pay for my phone monthly bill without having used it all for a month. I think, then, that it is fair to ask for a refund-check to cover my $51 bill.

Business

Response:

We are sorry for the delay in repairing and returning the customer’s phone to him. His phone was delivered to him on Dec [redacted]. We have offered the customer an SBH-50 Bluetooth stereo headset accessory as a concession for the delays.

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:

In regard to my complaint # [redacted], I would like to explain the following: 1. On December [redacted], I talked to [redacted], a Sony customer service supervisor. On behalf of the company, she offered me a Bluetooth headset instead of the $51 refund check I have requested I explained to [redacted] that I don't have a use for such device and repeated my request for the refund check. She agreed to inform the company about my request and get back in touch with me again. 2. On December [redacted] sent me an email stating the following: "Your request has been declined. We're not able to provide the refund that you requested.If you require more information, or have any other questions, please visit [redacted] or call us at ###-###-####." I am dissappointed that Sony cannot issue a refund check. I believe I have the right to ask for a refund check instead of having to accept their own terms. Having said that, I don't intend to waste more time and energy dealing with this issue and I would thus accept the device the company wants to give me instead of the check. I wonder if you could call me at ###-###-#### to further discuss this case. Thank you very much, [redacted]

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,

Dear [redacted], I would like to let you know that I have just received the device Sony offered as a concession for the delay with my phone. So the case can be officially closed now. Thank you for all your help in this matter. Best, [redacted]

Review: Here is the information the warranty claim I maid:Sony Event #: [redacted].Product: Sony SRS BTX500Purchase date: May ** 2014Purchase store: [redacted]Problem: on December 2014 the product stopped workingInitial call to Sony support: January * 2015Unit sent to Sony for repair/diagnosis: January ** 2015Current status: Still waiting for the replacement unit.These are the events that lead me to write this written complain:Call #1: After sending the unit for repair/diagnosis following Sony instructions and including proof of purchase ([redacted] invoice which is attached in this e-mail as again) [redacted] determined that he unit was not repairable and an exchange unit was required. I received a call from Sony Customer Service explaining that and offering a new model as the replacement unit as SRS BTX500 was not available anymore. I accepted the offer in that same call and I was told I would get the unit in 7 to 10 days.Call #2: Around ten days after that I called Sony Customer Service to follow up and I was informed that the unit was not shipped because apparently I had not approved the model replacement which was incorrect. I was told that the approval was entered in the system and I would get the unit in 7 to 10 days more and that I could back in couple of days to get a tracking number.Call #3: I called again a few days later, on[redacted] February and I was again told that the unit was not shipped and the system did not provide information about why. I was asked to call again the following week.Call #4: On [redacted] March I called again and I was told the unit was not shipped yet, that it was going to be shipped that day and that I should call in a few days to get a shipping tracking number.Call #5: Today,[redacted] March I called and again I was told the unit was not shipped because there was a problem with the courier. I was told the problem was going to be escalated again. No estimated resolution date was provided this time.After 5 calls to Sony Customer Support Service the replacement unit for the defective product I bought and which is still under warranty was not shipped. It's been 3 months since I sent the unit for repair following Sony instructions and I still have not received the replacement unit back.Every call gets handled by a different operator, all of them very nice but unable to solve the problem. Therefore, I requested to talk to their managers but I was told that is not possible and the only thing that they can provide is this e-mail address: [redacted]This is unacceptable in all terms

Product_Or_Service: Wireless Speaker

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

Sony need to replace the defective product as soon as possible, apologize for the delay for handling the issue and compensate me for not letting me enjoy the product for the time the handling took (so far 3 months).

Consumer

Response:

While this complaint was filed and handled by Revdex.com I received a message from Sony Corporation with a [redacted] tracking number so the problem seems to be solved.Thanks for your support on this.

Sincerely,

Review: A couple of months ago I purchased a Sony Xperia Z1s smartphone for 650 dollars through T-mobile. A month after purchase the phone began shutting down and rebooting one day inhibiting me from shutting the device down. The phone overheated reaching a temperatures so hot that they cracked the screen and caused the back of the phone, which is held in by an adhesive, to fall off when I removed it from the protective case that I had purchased to guard against dropping, etc;. The phone would not cut off and the tape securing the battery was bubbling up from the heat so I put the phone in front of a cooling fan to minimize damage after the screen began to crack. The phone was looked at by a T mobile technician and he claimed that, "this doesn't appear to be damage from an impact, and it (the phone) should never reach temperatures that hot. We charged the phone for short period in the store and witnessed the same defect boot mode and rise in temperature until the phone shut down after the small trickle charge was used up. I called Sony this same day and they told me to send it in using my own funds and get insurance and tracking, I did so and used USPS and wrapped the phone with the back affixed to the envelope so as not to cause further issues in shipping. I contacted the company once to see if it was in the system because the tracking from USPS said it had arrived in the [redacted] repair facility. The rep informed me that it would take several days to process in the system, so I waited patiently. Three weeks later my fiance called me and said my phone had arrived. She read the letter to me over the phone that was attached to the box and it said, "due to user tampering the warranty is void." I called the Sony customer service line and tried to get an explanation and the whole time the rep and subsequent [redacted] I talked to said I had, "taken the back cover off which voided the warranty." I continually told them that the back fell off after I removed my protective case because the battery was approaching the temperature of lava. They could not understand this. I asked them how they removed the backs from their phones. They ([redacted] and [redacted] in customer care facility {which I believe is in the Bahamas}) said that I was asking for "classified" information. I mentioned that there were no tool marks or cracks in the case where I would've tried to get into the phone even if I would do such a preposterous thing! I then watched, on you tube and several other Sony sites, several different videos of Sony techs using hair dryers to cause the back to fall off so they could gain access to internal components. When I confronted them with this they said they had "escalated" my claim and someone would be calling me back within 24-48 business hours. This never occurred. I arrived home and opened the box and the phones left battery terminal was broken off and there were pictures in the packaging showing this as well. I plugged it up and it would not charge or do anything now. I know this damage could not have occurred during shipping because of the way I packaged the defective phone. I called back immediately and reported this Extra damage that was not there before nor was it discussed or mentioned by the [redacted], reps or me as an issue. Just the screen being cracked, the boot problem and the back of the phone falling off. I made several attempts to get a status on my claim through several different roads with no success and nothing but unsatisfactory customer care and careless staff. I was once even told to, "call back after 2 pm Caribbean time because that's when the [redacted] handling your case starts his shift." I did not get a call back until after I emailed several executives at Sony explaining my problem. Then a [redacted] named [redacted] called me and said that I took the back off and explained that he had never heard of me until he went to the corporate meeting he just left. I told him how rude and condescending [redacted] was, (the [redacted] I had been talking to previously who yelled at me and explained to me that he was a tech and I was just the customer. ) [redacted] said the same thing. That I took the back off. I called back several times before [redacted] called, each time mentioning the excess damage that was done by whomever opened the package at the [redacted] facility. Every time I called Sony after the first time I mentioned this I asked the rep to read me the notes on my case. Every single time except the last I insisted that they note that I disputed that damage being there when I sent the phone out and explained how it was packaged and impossible for any sort of impact to affect only the left terminal of the battery and cause the phone to become completely inoperable (it was inoperable before, but would hold a charge and come on.) I received a letter today saying they reviewed the case and consider the matter closed. I recently took to forums to see what I could find out about this and overheating has apparently been a problem with the Z1S. I also found many more people, some even more frustrated than I was, with Sony not holding true to the manufacturers warranty. Everything from projectors to PlayStation's were handled by the same people I had talked with and all went to the same [redacted] facility for repair. There were also claims on the forum like mine where the facility had just broken one more little thing to use the "voided warranty" escape door.

Bottom Line: Sony broke my Xperia Z1S at the [redacted] facility and is not taking responsibility for the repair of my month old phone and is engaged in bad business practices and poor, unreliable customer service. My phone was defective. They did not replace/repair the phone as they should under the specifications and guidelines I agreed to in the warranty that I saw when I purchased the phone. Furthermore, they have committed fraudulence and non disclosure in not maintaining contact within the specified time frame and broke my 650 dollar phone to get out of the warranty contract we agreed upon. Please Help!Desired Settlement: I desire just what I wanted in the first place, To have my phone either repaired or replaced under the specific conditions of the warranty and for false claims of tampering to stop being made about me. If Sony does not commit to these simple and valid request I would like a refund for the full amount of the phone so I can purchase a Galaxy by Samsung for the same price. They seem not to care about losing customers as I have seen and experienced, but they should not be able to get away with false statements and and misleading product information. (i.e. The warranty given me upon purchase.) Your help in this matter would be greatly appreciated!

Business

Response:

The consumer sent his Xperia Z1s ([redacted]) to our repair center us for evaluation under [redacted].

After evaluating his phone, our repair center found damage due to physical tampering. Per the Sony Mobile warranty, “This warranty does not cover Product failures caused by installations, modifications, or repair or opening of the Product performed by a non-Sony authorized person.”

The warranty on his phone is void and will neither be repaired nor replaced.

We consider this matter closed.

Sincerely,

Sony Xperia Customer Services

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 phone was not damaged by "user tampering" as stated in the original complaint. The damage (i.e. The back of the phone falling off, the screen cracking due to overheating and the phone going into constant reboot mode and gaining temperature) were all initially reported by me to the Sony customer care dept. and I was directed to send the phone in for repair. I received no correspondence (from Sony) until the arrival of the phone at my home and with MORE damage than the device initially had (i.e. the left battery terminal had been broken off.) I never reported this damage. Sony did not cite this as the reason for sending the unit back still in disrepair. When I called and asked the [redacted], assigned my case after it was escalated (after talking to several Sony reps and sitting on hold for a grand total of hours) he said the reason behind the user tampering was that 'I had taken the back off.' I explained to him that this was false and was a result of the temperature heating up to the point of the glue holding the back on coming unglued and becoming sticky. I tried to cool the unit down for fear the battery would explode as I have seen cases online of phones that do. The device continued heating up and cracking the screen which was not disputed or mentioned at all in any correspondence as an issue of user tampering. There are no pry marks on the back of the phone and no way I would've entered the phone in this way. The phone discharge from a full charge right before the malfunction in about an hour of rebooting and the back falling off and the screen cracking. The display was visible the entire time, showing the reboot screen with the Xperia logo and then going to black. The tech and I recharged the unit so he could witness the problem first hand. The unit was trickle charged so that we could attempt to cut it on. It came on and would not cut back off and the charge quickly ran dry. The unit did get hot again. The unit was returned to me with a broken battery terminal which was not present when I sent this item to the [redacted] repair facility, nor was it mentioned as a 'user tampering' issue. As a this damage was very obvious I called and confronted [redacted] and [redacted] called me) and asked why they had not mentioned it before and that I emphatically denied that the damage was caused by me and don't know how it could have happened during shipping because the back was held in place in the extra packaging and the box was not damaged and there was no way the device could have been damaged internally without being taken out of the package. As for the back coming off due to overheating. This is what they still maintains voided the warranty. I asked the techs and the [redacted] how they got the back off. [redacted] said that he was a tech and this was classified information. I watched several videos of Sony techs unveiling this product on their own site and others taken the backs off of the Xperia Z1s with hairdryers (applying heat to open the device). As for the battery terminal damage which was not discovered until after I arrived home (my fiance read me the letter on the way home from work and I immediately called them from the road). This damage was NOT there when I shipped the device and I maintain this. I have been on several Sony customer relations sites and seen that I am not the only one whom has complained about the [redacted] facility damaging or otherwise engaging in poor businesslike behavior resulting in cost to the consumer. The number two most popular topic on the Sony customer relations site on Sony's forum is "[redacted]" which leads to complaints about damaging other products for the same intents and purposes it seems and many mention a class action lawsuit. My next step if this can't be resolved is contacting the Attorney Generals office and file a direct complaint with [redacted] Also, Sony will not call back the consumer when asked and has on one occasion asked ME to call back when the [redacted], at the Bahama facility's shift began. This is Sony's attempt to duck responsibility for a manufacturing issue and leaving me with the bill. All I want is what is fair. I did not tamper with the product as per the warranty describes and the unit was further damaged by the [redacted] facility.

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

Sincerely,

Business

Response:

Sony Mobile considers this matter closed,