Sony Corporation of America

Review: I have been having issues with Sony in general for a while regarding their TVs. this started a little over 2 years ago when I decided to have a TV sent in for service. they told me that the TV was no longer being produced and that I would be receiving an upgrade. I said OK and then I waited for [redacted] to deliver it. when I received the first model it worked fine for a while until I was prompted to update it. the update went smoothly until it finished. it was then that I discovered that volume would no longer work on my TV at all. again I called Sony and explained to them what was going on. they told me that it was something that I did and that they would help me. so after trouble shooting I was told that they would sent out another model. when the new model arrived their was a permanent hand print on the screen, again I called and again they sent out another. for the next 6 months I started receiving TVs damaged in shipping. the next one would not turn one followed by the one after that missing the left speaker. then a cracked screen followed by a model that had sand * yes sand* inside of the box. finally after the next 3 models arrived I caved when they said that they would buy it back in the form of a Sony gift card. I was new to this concept and I said OK fine I will try it. this process took 13 weeks and after chasing them down I finally got the gift card and was ready to order another TV from their store over the phone. I ordered a kdl46ex620 from them and they sent me a different model. when I received the TV and found out that it was not what I ordered I had called them and told them that this wasn't what I ordered. they told me that their was nothing that they could do. this was unacceptable to me and I started to argue with them over the following 4 months about how they messed up my order and that I just wanted what I had ordered. finally they said that the model was retired and that the woman that had sold me to TV over the phone had been let go. so they "upgraded" me again and started to ship me TVs from their [redacted]. the additional TVs that they shipped me had cracks in the back and one instance I documented one that had not been fully assembled. the shipping crew documented these but when I refused to receive them based on the damages that they had when we took them out of the box they refused to take it back and just left it here with me. not even giving me the option to sign for the unit before running over one of the fruit trees in my front yard. finally I have the kdl55w900a and these are known by to community to have DSE on the panels . when I received this model from them they advised me that this model has a 1 year warranty and they suggested that I buy a 5 years extended service plan from them for 250 USD I said OK fine and paid for the plan. the screen on the tv that I have now has a contaminant on the inside as the technician over the phone was nice enough to explain to me but after sending 2 techs to my house to look at it. both were the same guy and both did not finish the service call. I have been having to chase Sony down for the past 4 months just to find out where the replacement screen for my TV is at. excuse after excuse rolled in. first it was sorry we have no updates or we have no record of them going out. then they asked for photos of the issue and when I told them that I did not have a camera they tried to sell me one instead of helping me with this issue. time after time they wanted to do a swap and I said that I really would just like to have the screen replaced after all its why I purchased the extended service plan. just for events like this. the last call that I placed to general support revealed that they do not fix this rather they just replace them. finally I called national consumer relations and the first fella that I talked to tried to stone wall me saying the the unit could not be repaired and that I would be receiving no help. I told him that I would like to just get the screen replaced saying that the tech that came out said that the screen was dirty and had stress marks from poor quality control and that it needed to be replaced. I also brought up that the tech said that this was a common issue and that he was seeing this a lot and suggested that I go to Samsung. the man on the other end of the phone was no help at all insisting that it was again not able to be repaired. so I asked for someone else that could help me and he grunted and transferred me to someone else. the next man that I talked to told me that the unit was able to be repaired but told me that I was a bad customer and that upper management cut my warranty even tho I has paid for an extra 5 years. he also stated that I would be getting no further help from them and also said that they wish I would go to another company. I was god smacked at what I was hearing from this man over the phone. I asked for his supervisor but I got no response. I asked again and he said that the supervisor had better things to do then to deal with me and that I was not going to get any help from them either. the rep told me not to not call them back unless im interested in a buyback from them and he hung up on me. a few days later a was refunded the money that I had paid for the extended warranty but the issue still persists. a dirty panel that has discolored clouds all over it. they did not honor the contract that they gave me for the extended service plan nor are they honoring the base warranty for the TV. the TV is less then 6 months old and stays in a very clean environment with no kids or anything else that can damage it the model number is kdl55w900a and the serial is 6016205.Desired Settlement: I would just like to get this repaired. I do not want any upgrades, swaps or anything like that I just want a simple repair for an issue that's running rampant. I just want to get a TV and keep it for the next few years without issue. if I cannot get this resolved I have plans to go to the attorney general.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Sony Television KDL55W900A. We spoke with the customer yesterday, June **, 2014 and explained that Sony can offer him prorated amount amounting to $729.37 in form of check.

The customer refused because he wants the unit serviced. We already have his tv checked by our Sony Authorized Service Center - HDRepair.com Corporation and determined that there was no problem found on the unit. According to the findings of our technician, the customer's unit is operating normally and within specifications.

Sony records show that the customer's original unit, KDL46EX645, was received as a prize in a raffle on December **, 2012. That original unit had an issued. Despite the fact that the customer failed to provide a proof of purchase or any document showing that it was received as a prize, Sony still provided him replacement unit at no cost. We processed sending customer several replacements because the customer was never satisfied with the replacement/upgrade units that he received. Due to multiple exchange processes done for this customer, Sony has decided to give him a SonyStore Gift Card amounting to $1050 on February **, 2013. This giftcard was used towards the purchase of his new tv.

Due to multiple exchanges done for this customer and considering that the customer's existing unit has been diagnosed as "No Problem/Fault Found" by our authorized technician, the only way we can close this issue is to offer him a prorated buyback. The prorated buyback was based on the amount of giftcard which we also provided.

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:

the statement sent by the company is inaccurate. the model that I first started off with we the kdl46ex520. I still have the box for this TV as well as almost all of the other boxes that the TVs that they had shipped over to me. this mounts to 12 sets not counting the other 6 that [redacted] used to pack up the other models. while it is true that they have shipped many sets to me it is not a cut and dry case of me not liking the TVs that they sent me. its a case of the TVs that that send me are often damaged for sets that had "factory certified new" on the side of the box. getting a TV that is damaged in shipping or not assembled is not acceptable by any standard anywhere. I have loved every TV that they have sent me I just wish that they would last or at least arrive in one piece. I cannot control what happens in shipping or at the [redacted] where these came from, they however as a company can. I do not abuse these, if anything I like to baby my things to avoid situations like this. they did send a technician to my residence to look at the model that I have now but both times that he arrive the job was not completed. the first time that he came out I had to help him up to my door before noticing that he was mildly inebriated . my entire family witnessed this as I had to help him into my house while he had alcohol on his breath. as the appointment started he wandered around my house when I kept pointing him to the room that the TV was in but he kept telling me that he was fine while he yelled at my family and my dogs. when he finally got to the room with the TV he pulled out his camera and stated that he was going to take some pics. I was eager to help him along with the process and to get him out of my house as well but he started complaining that the batteries in his camera were dead after a few pics. he stood there and looked at the screen before saying that he saw what I was talking about. he said that he would be in touch and left my house leaving his glasses behind on the chair. I called the number on his phone but no answer. I placed a call to Sony to lodge a complaint about HD repairs and the behavior of the tech that came out and it went unheard. that night I received 3 calls from the tech at 11 pm asking if I had his glasses I said that I did and that he could pick them up during the day if I was home. the following day I did not hear from him the entire day. I shrugged it off as him being busy. he showed up at my house at 10:30 at night. no call, no warning at all, no nothing and demanded that I give him his glasses back. I said that I was waiting for him and the snatched the glasses from my hand and left my premises running over one of my trees in the process. again I called Sony and again the dispute was "lost". weeks passed and I heard nothing so I called them again and they wanted to send another tech out because they could not find the results from the first time so I agreed to do so. a week later he shows up again this time he was sober. this time again we go to the room and he looks and this time he shoots video as well. he tells me that he sees these black clouds on the screen and also tells me that this is called "mura" you may find more info on it here [redacted] . the mura that this TV has is called banding mura and he told me that this is becoming a common this and that a little mura is OK but on a mass scale is a factory defect that needs to be repaired. he also noted a phenomenon called DSE or Dirty Screen Effect and went of to explain that this is caused by contaminants in the screen and again it should not be hard to replace the screen. o was overjoyed at the news and I waited for a final resolution. weeks again passed and when I called this time they offered no repair or anything of the sort just a mob style tactic of stating that they want to buy it back and that is was "my final offer". so I rejected it and filed a complaint here. they called again the other day and tried to force the buy back again but I told them that it was not welcomed the first time and its not welcomed now. I use this TV for work and im not willing to be fired over this. I have tried to work with you guys every step of the way.

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

thank you for your time,

Business

Response:

Thank you for your response. We have been trying to get in touch again with this [redacted] regarding his Sony Television KDL55W900A since June **, 2014 regarding his buyback option. We sent him a Contact-Us email on July **, 2014. Sony has not heard from the customer to date.

Sony's response and option has not changed since our original response. Due to multiple exchanges done for this customer and considering that the customers existing unit has been diagnosed as "No Problem/Fault Found" by our authorized technician, the only way we can close this issue is to offer him a prorated buyback. Sony can offer him prorated amount amounting to $729.37 in form of check.

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:

again the statement is inaccurate, I returned their call on the [redacted] of July at 1:12 and the representative that I talked to was "[redacted]" and again I was offered the buyback and again I said no. the issue that the customer is trying to get away from should never be apart of the final solution. its pretty apparent that the last letter was not read at all because the grievances that I listed raised no red flags. again you say they found nothing but the question that I ask is how can a tech correctly diagnose a TV when he cant even show up sober? this is mostly a common sense issue. come on customers shouldn't be treated like this ever. I have been a customer for well over 30 years and I don't remember service being this bad. a buyout IS NOT AN OPTION for running away from responsibility as a manufacturer. if a buyout is the only thing that your going to attempt to feed me then please don't bother calling me. you have tried 4 times now and 4 times I have said no.

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

Sincerely,

Review: Required FieldWe purchased a brand new t.v. from [redacted] July **, 2014. We neede to get the t.v. in order for the cabinet maker to measure and build our entertainment unit around it. The cabinets took 2 months to build. When they installed the cabinet, they set up the t.v. As soon as they did , we noticed an issue with the t.v. There was a shadow on the t.v. that had a criss cross pattern. I called went online and contacted the support unit that walks you through online techniques to fix the problem. It didn't work. I then called Sony for support. They had me go through a diagnostic on the t.v. and look at some pictures. The t.v. appeared clear, and they said it was probably the cable box. I was relieved and figured I just had to replace the cable box. We had the geek squad come out to help us hook up some other things and they looked at the t.v. and said it wasn't the cable box, it was the t.v. itself. It was a manufacturing issue. They pointed out that the criss cross pattern was not the only thing wrong. There were a couple of marks on the t.v. and there was a ripple at the bottom of the t.v. [redacted] has a policy that they would not let us return the t.v. if it had been over 15 days since the purchase, and it obviously had been. We went over there and talked to the [redacted] and he said we couldn't return it there because we did not purchase the geek protection. We did not realize we should have purchased it, and it was to late.

This happened Wed. Sept. [redacted]. When we returned home I called the customer Support number on my manual. I was on the phone for a long period of time with a representative. He said he needed to research the problem and I waited in silence for about 15 minutes, I asked if he was still there and he assured me he was. A few minutes later I heard the dial tone. I called back and the toll free number was not working so I called a 239 number the recording gave me. I got a female representative at that time and went over the whole thing with her again. She assigned me a number, [redacted], and told me to hold on while she transferred me to someone else who had to do some paperwork with me. The line went dead again.

I called back and begged the person not to cut me off. He told me to e-mail pictures of the problem along with my receipt. he said I would hear back from them within 24 hours. sent it to [redacted] as I was told but did not hear back the next day. I resent it,asking them to assure me they received it. I called Thursday, Sept. [redacted], after the 24 hours was up to find out the status. The rep. said that that they were probably evaluating the situation and to be patient and he noted that I called. I called back Friday, Sept. [redacted], p.m. and the rep., [redacted], said that he would put a priority on it.He said it had not as yet been updated. He then told me it takes 1-3 business days. I waited and called back Sept. [redacted], Friday, to ask what has happened. [redacted] told me he would assign it to a tech. and they should call me on Monday. He said he assigned it as critical. I called again on Wed., Sept. [redacted], to find out what happened, and the rep. [redacted] told me it has been assigned to be repaired and that it usually takes 4-7 business days before they call me. I asked him where I could complain about this situation. He gave me an e-mail address to send it to, [redacted]. I did and the sight said they would get back to me concerning my complaint the next day. Never did. I then went on another sony website and there was a place to file a complaint. I did that and they asked for my e-mail address. I gave it to them and they said they would get back to me through e-mail and they never have .

We waited the 4-7 business days anf they still have not called. I called the next day, Wed. Oct. *, And asked a representative, [redacted], who was not in the U.S., And she said that she would put a high priority on it.I asked her if there was someone I could call at the repair center and she said she didn't have a number, they just sent the complaint through a toolbar they have on their computer..

I went online and found a number for a local repair center. I called that and they referred me back to the same number I have been calling all along. I then callled another number I found online and complained and they said they would connect me with the repair center. I was put on hold for over 1/2 hour until my battery on my phone gave out.

My husband called a local S0ny store, located in [redacted], and asked for the [redacted] who was not there. He talked to [redacted], 10/*/14, who said she would send our problem to escalations and we should hear back from them within 3 days.So now we wait again!

We would have been willing to take the t.v. in somewhere to get it fixed or replaced.Desired Settlement: We are tired of waiting for results. We would like results as soon as possible! The Geek Squad has been on hold for the 3 1/2 weeks we have been waiting and we would like everything completed. We want the t.v. either repaired or replaced.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Bravia KDL48W600B. Sony was able to talk to the customer today, October *, 2014 and we discussed the reason why she did not get a phone call from us. We told her that issue is already being taken care of. She will get an email from us to inform her about the resolution once the pictures that she sent are already reviewed.

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 want to wait to accept their response until the problem is fixed. We have received this message from them previously while talking to their representatives. Their response when I spoke with them today was that someone would contact me via e-mail as to what they were going to do about the situation. I am not confident that this will happen per my experience with them so far. It has been a wait and see game for a month tomorrow. I am hoping for a resolution , but feel wary about accepting their response.[Your Answer Here]

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Bravia KDL48W600B. Sony has contacted the customer today, 10/**/14 and we were able to speak to her. We advised her to resend the Bill of Sale of her unit and we were able to receive and validate the receipt. We then processed no–cost replacement of her TV and she should be getting it within the given time frame, depending on part availability. The case is considered resolved.

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

Review: I purchased a pair of sony MDR-XB60EX during April of last year. I decided to purchase an extended warranty for 2 years with accident protection. After less than a few months the headphones broke. I was very busy with school at the time and did not get to claiming the warranty right away as I knew I had time. In march of this year, I finally decided to call and take care of this. I called Sony customer support and ended up being given a claim # and told I would a receive a call back later. I never got that call back, but since I was very busy, I never got around to calling back to see what happens. August I called again and talked to customer support. They were no help and I could barely understand the people I was talking to. I then decided to post on the customer relations forum and got a response. I finally got a response, and ended up arranging a call from there customer support. After the call I was given a new contact number and claim number. I was told that I would have to ship my items to a repair center and they would be fixed and shipped back. I was told I should receive a [redacted] label in my email within 2 days. I never received the shipping label.Desired Settlement: I am asking that Sony replace my Headphones with the same or better model or repair the headphones.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Stereo Headphones model MDRXB60EX/GLD.

Sony contacted the customer already, unfortunately we were not able to speak with him directly. Sony already offered him an exchange to be process to honor his warranty. To complete this he will need to communicate with us, since he was not able to received the shipping label thru his email address. We will be more than happy to assist him.

He may reach us at:

or

please provide reference # [redacted]

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 will not mark my complaint resolved until Sony has successfully repaired the headphones and fulfilled the warranty. Once I receive them back repaired, I will mark this as resolved.

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 MDRXB60EX/GLD Headphones. We already emailed the customer a prepaid shipping label to send the unit to the exchange facility and it shows that the unit is already in transit. As soon as the exchange facility receives the unit, they will process the replacement under the customer's extended warranty. If you have any questions or require additional information, please feel free to contact me at [redacted].

Review: I was given a sony blue ray player as a gift. It broke well within the warranty period. They requested I send it back to them. Which I did. the service order number is noted below in one of the communications to them. the called and said it could not be repaired. on 09/** They offered me a new one for $127. I said yes and gave them my [redacted] card number. My OLD one was sent back to me. when I called to ask about the new one they had not record of my call about the replacement. I followed up with [redacted] and on 09/[redacted] indicated the 127 was "authorized" but never changed. Clearly a mistake on their end. now I have no DVD player, I paid for shipping, and their customer service dept is giving the the run around.

" I sent back a blue ray system about 8 weeks ago because it stopped working. It was practically new. The service order number was [redacted].

They called, and said it could not be repaired. Offered me a comparable system for $127 on 09/**. I gave them my [redacted] card number. A couple weeks later I received what I thought was a replacement, set it all up for an hour, and it was the original system! I called yesterday, and the person I spoke with said they have no record of me calling and accepting the replacement. I called [redacted] card, and a 127 dollar charge posted, and was authorized on 09/** for 127.00. the person I spoke with had NO record of this. I need this resolved quickly. It's been months since I've been able to watch a DVD/movie. I need a replacement system, and I need some kind of compensation for this huge waste of my time. My next stop is the Revdex.com"Desired Settlement: replacement unit

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony BDVN790W.

Sony has already contacted the customer, we have offered him a solution and the customer agreed. We are now in the process of completing this order.

Thank you,

Review: I received a Sony receiver for Christmas. After registering the product through their website, a requirement to get any of the online stuff to work on the receiver, the online options still failed to work. I could not find any helpful information through their website so I called the number. I was told a technical support person will contact me in 2 to 3 business days. That is not my idea of good customer service. They will contact me when its convenient for them; meanwhile, I have to work, so they might just call while I am at work forcing me to call them back again. Let's just play phone tag until its convenient for both of us and by that time the unit may be obsolete. I should have asked for a Samsung or an LG. Maybe when I return this Sony unit to the store due to poor customer service, my new Samsung or LG Customer service will be better.Desired Settlement: Hopefully a call back from customer service before I return this unit to the store it was purchased from

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] , about her Sony STRDN1050. We already communicated with the customer thru her email address [redacted]. We advised the customer that we already made an alert to one of our product specialist to call her within the next 24 to 48 business hours. We also provided her 2 reference numbers [redacted] and [redacted]. We would also monitor this case for the customer.Sincerely,[redacted]

Review: I've purchased a SONY TV on 3/**/14 the unit is in warranty. I contacted sony to resolve the issue. They called and gave me a confirmation number then asked for my credit card. I said why do you need it. It's in warranty your not charging me for the tv or shipping it makes no sense. Then I was told that it was incase what was wrong with my tv wasn't a fault of the tv. It was sony that said they wanted to change out my tv not me. I could care less if they repaired it. But because they choose not to send out a certified repair person which states in my warranty they will do in home. Now they are saying that if they determine its not the tv's fault I'm going to have to pay for it. What if I don't want another sony product after this! I just makes no sense to have their procedure this way. My warranty intructions when I purchased the tv states nothing about this kind of procedure. I was also told to start with it would be 4 to 5 days now because of this it's going to be 4 to 5 weeks. I'm also contacting the Attorney General's office about this because I don't believe people should have to deal with this kind of treatment. I would really think that a large company like sony would understand customer service. You can't even call and talk to anyone it's all done on computer. I think that's sad!Desired Settlement: I want my TV taken care of in a timely matter. I want the service that I deserve as a customer. I don't want to give a credit card for something that's not in as part of warranty procedure according to owners manual. I want them to change their policy.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television model KDL70R550A.Sony has already contacted the customer and we have explained why Sony has this certain policy. We also understood customer point of view and handled his issue without his credit card information as he required.Sincerely, [redacted]

Review: My phone is no longer operational. Upon the phone showing signs of malfunctioning I attempted to contact the company for service. I wrote an e-mail and called the company several times. It took nearly a week to finally talk to someone on the phone. I was instructed to send the phone to a designated address to have it looked at. During this phone call I tried to inquire about having to use my insurance policy if it was determined that damage was my fault. I recieved no information. I sent the phone with proof of insurance enclosed. A week later the phone was returned to me still broken and citing water damage. The phone is a Xperia Z, Model #C6602, the waterproof phone. At no point did I exceed or even come near testing the full capabilities described in the owner's manual. I attempted to contact the company about using my insurance policy however the number they provide is the same as their customer support. When I reach a representative the tell me they will transfer me to the insurance provider but instead they route me back through customer support. This issue has gone unresolved for nearly a month.Desired Settlement: I want the phone replaced and or upgraded to ensure that it will perform to the capabilities that the owner's manual states it can perform.

Business

Response:

The mention of the “insurance policy” indicates the phone was purchased through Sony Electronics.

They sell expanded/extended warranties with the Sony Mobile Communications phones that they sell.

I have forwarded the complaint to Sony Electronics for investigation and action.

They will respond to you.

Regards,

Consumer

Response:

The business in reference did eventually honor their extended warranty however this was accomplished through numerous phone calls, transfers, and a failure to process orders. The business in reference provides low grade customer service and attempts to redirect your service requests as much as possible.

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

Sincerely,

Review: I purchased a Sony VAIO Laptop on 4/**/14 as a a birthday gift for my sister. Around 7/** she starting having issues with the computer not booting correctly. The week of 8/**/14 the computer stop working properly at all, it kept saying it was trying to repair itself, so she brought it back to me to see if I could contact the manufacturer. I called Sony at ###-###-#### and was told to take the computer to [redacted] to see if they could see what the problem was. [redacted] contacted me and told me and told me that the computer had an operating system problem and needed a recovery media for windows 8. I contacted Sony on 8/**/14 and told them what [redacted] told me and [redacted] told me that I since it wasn't a hardware issue that I would need to purchase this disk. I explained to him that I would not purchase the disk since I only had the computer for 4 months and if they would not fix it all I needed was a letter from them and the warranty I purchased from the [redacted] would allow me to get them to fix it. [redacted] from Sony told me that they would not give me a letter. I explained to him that it was unfair to me if they were not going to fix it that someone at Sony should send me the letter so the [redacted] could fix it. After a while [redacted] came back on the phone and stated Sony would send the disk for repair and it should arrive in 7 days. On 8/**/14 [redacted] called me and told me to come pick up my computer and we called Sony to check on the status of the computer and was told that the disk would not be coming unless I paid for it. When I got home I contacted the [redacted] Service and they called Sony and spoke to [redacted] she told them that the disk had been sent out on 8/**/14 and I should receive it by 9/*/14. Needless to say it is now 9/*/14 and my computer is still not repaired and there is no disk in sight and the computer my sister was using to study for her certification is no good to her. Who is going to fix it? Reference number given [redacted].Desired Settlement: Repair product and extend warranty for the time I've spent in gas going to [redacted] and all the phone calls and emails I've had to make trying to get them to do the right thing.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding a Sony VAIO® Fit Laptop . Sony has tried to contact the customer left voicemail. Sony will honor the warranty for the computer, 1 year warranty for parts and labor from the purchase date. As of now an order for a recovery media disc have been processed, once she receives this the [redacted] from [redacted] would be able to help her fix the unit free of charge.

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I spent nearly a thousand dollars on a Sony Bravia computer, purchased at Costco a few years ago, yet Sony refuses to help me diagnose a reception problem.

I called a woman who said her name was [redacted] a few minutes ago, she refused to help me, and instead told me to go find my answer online. I remarked that I've already checked online and still have the problem. This did not faze her.Desired Settlement: [redacted]

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL40S504. Sony has already contacted this customer, however he was not ready to take our call. We would like to accommodate the troubleshooting for his unit. We already forwarded a plan to our frontline agents to assist him accordingly with this. If customer is interested he may reach us at:[redacted]Sincerely,[redacted]

Consumer

Response:

My problem remains unresolved after a full hour on the phone with your support rep. About 10 minutes of this hour was spent troubleshooting, sadly the rep had no idea what the problem was or how to help me, other than shipping my large flat screen from Boston to Laredo, Texas, and giving me the names of local authorized dealers.My next TV probably won't be a Sony...

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: Contacted sony in June because the DVD player they sent stopped working 2 days after I received it. They assured me I would receive a refund check. After three months of no check, I have contacted customer service multiple times and am always told I will be called in 24-48 hours then am not contacted. One time when I called they connected me to customer escalations where a man named [redacted]. Stated I would receive the check within a week that it was in the mail, it has been three weeks since then. I have called customer service twice and they again state they will file a complaint and call me within 24-48 hours but I still have not been contacted. I am put on hold an average of 30 minutes each time I call.Desired Settlement: I would like my refund back ASAP. Customer service needs to improve with this company.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DVPFX820. Sony has contacted this customer regarding the status of her check refund. We advised her that the check will be mailed on October **, 2014 and she should receive it 2-3 weeks from that date. If you have any questions or

require additional information, please feel free to contact me at ###-###-####. Closing action pending further contact from the customer and/or the Revdex.com

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:

Hi [redacted],

I apologize for not responding to the initial email sent by Sony via the Revdex.com asking for my response within 6 days or the case would be assumed closed, I am just now getting through email from the last few weeks and had overlooked it. In any case, when I was contacted by a Sony representative they stated that my check was in the mail October **, and that I should receive it no later then the following week.I see in the email Sony sent in response to the Revdex.com complaint it is stated that the check would take 2-3 weeks, so there is still a chance I will receive it, however I have been told “the check is in the mail” by Sony representatives 4 times now, which is the reason for my initial Revdex.com complaint. I still have not received the check, so I do not want to case considered closed until I have received it.

Thank you for your help in this matter,

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 portable DVD player model number DVPFX930. We called the customer today and made a follow up on her case. We advised her that refund has been successfully processed and the gift card is supposed to be delivered thru [redacted]. As per customer statement she will leave this case open until she receives the check. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a Sony Tablet, within 3 months I noticed a funny noise when I pressed the screen, I took the Tablet to the Store where I purchased it ([redacted]). The Sales Rep inspected the Tablet and saw that there was no physical damage to the unit and ordered me the need materials to send the unit back for repair or exchange. The tablet was sent via [redacted] and I received delivery confirmation. They could not locate it for 3 weeks. Now they are trying to say he Tablet was damage and that I will be charged for the repair. The tablet was missing for 3 weeks and they did not know the location. Sometime between the day they received it and it was located, it was damaged. Again I had the Unit inspected by a [redacted] Rep and there was no physical damage. I have tried contacting their customer system department and it is the same answer, "WE WILL ESCULATE IT". I would like the repairs/replace to be covered under the Warranty with no out of pocket cost.Desired Settlement: Would like the repairs/replace to be covered under the Warranty with no out of pocket cost.

Business

Response:

Tell us why here...We have investigated the consumer's claim. Sony Mobile Communications will do a courtesy swap of his tablet as a one-time concession.The consumer will receive a call from the Sony Mobile Communincations call cetner to validate his return address and to assign a case number so the swap can be processed.We apologize for the inconvenience.Regards,Sony Mobile Communications

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 sent my camera that was purchased in Feb 2014 in for warranty repair in Oct 2014, the repair was to take 5 - 7 days but took over 1 month, I started calling sony at the end of Nov and the first week of Dec trying to find out when the camera would be sent back to me, on 12/* I finally received a fed ex tracking number [redacted], fed ex lost the camera 12/*/2014, sony told me I had to file a claim with fed ex and I told them they are the shipper and they had to file the claim, finally on 12/** sony filed the claim, every time I called customer service stated they would expedite the claim, it never happened, I called fed ex and fed ex told me the check was sent to sony on 12/**/2014, of course sony said they had to verify they received the check, I started calling every day in Jan with no results, they kept saying they had to verify they had the check, I called fed ex on 1/*/2014 and they gave me the check # and I gave it to sony, on 1/** I was told I would have results in 5 days, sony has been putting me off 5 -7 days at a time , twice they have asked me for my receipt which I sent and both times to the same email, they have the claim money from fed ex and all I want is my camera, this started out 4 months ago and I will never buy anything from this company again the event id# [redacted] the camera was sent to Laredo, Tx [redacted]Desired Settlement: I want either a check for the value of the camera or a camera of equal value in the next week, I have been borrowing a camera for 4 months for my work thinking I would have my camera back any day and just get excuses from customer service

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony Cybershot/Digital Still Camera DSCW710/B. We already contacted the customer, and offered him a Sony Gift Card worth $100.00. The customer accepted our offer, he was also advised that turn around time for the gift card is 2-3 weeks. The Sony 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 find that this resolution is satisfactory to me and the matter has been resolved. If I do not receive the credit for another camera in the stated 2 - 3 weeks I will contact you again, thank you, Sincerely, [redacted]

Review: On Mar- **-2013 I bought a tv from Sony.com in the amount of 3391.99. About 1 Year latter tv was not working properly and Sony replaced with a refurbished tv with no problem. About ten Months Later the replacement tv started to have problems. Called Sony and they ran a remote diagnostic and found a problem with it. They sent another refurbished tv that had a broken screen. I didn't accept the delivery. Now Sony is telling me they have no more tvs to send me and I have no choice but to take a partial refund of 3299.97. All these tvs where still with in the original manufacturers warranty.Desired Settlement: All I want is a full refund of the total amount on the original recepit. Or Store credit for the full refund of the total amount on the original recepit.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony XBR55X900A. Sony has contacted the customer and offered him a buyback for $3199.99. Customer accepted the offer. Customer will receive the check in 4-6 weeks. We shall monitor the case. 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 not satisfactory to me but will accept it to get this over and done.

Sincerely,

Sony did not want to give me a working TV or a full refund. I paid $3391.99 for this product and Sony was unable to give me a acceptable working TV even though they sent a total of three different USED Televisions. I agreed to a partial refund in the amount of $3199.99 just so I can be done with this. Thanks Sony.

Review: Bought a noise cancelling headphone model MDR-NC8 that is advertised as 90 per cent ambient noise reduction. There is a footnote saying Under the Sony measurement standard. Also says equivalent to approx. 90 per cent reduction of energy of sound compared with not wearing headphones.

It is Sony, so I thought I could trust the brand, specially when it comes to video and audio products.

Totally wrong.

The headphones has close to zero noise reduction, I barely feel the difference (if any!) and all it effectively does is to reduce the overall sound volume. I can clearly hear any ambient noise. I wasn't expecting something like [redacted], but not that bad. This is clearly a false advertisement.

I contacted the customer service, and it just made things worse. They tried to do some troubleshooting that didn't make sense, like saying the noise cancelling will only work when using original headphones. It is a headphone by itself, so looked like they didn't really know their own product. Anyway, tried everything they said (change batteries, check if it is turned on, and so on).

I thought I had bought a defective product. I bought this headphone at a store. Before deciding to exchange it, I went online to check more information and I'm horrified by the number of complains about this headphone. It came to my attention it is basically a product that should have been recalled, but kept being sold the way it is.

It is not right to advertise a product as noise cancelling, with 90 per cent noise reduction when it is not even close to a quarter of this percentage. I will take this issue further if it is not resolved, I can't accept a well known brand like Sony to be one more in the market fooling customers and that being OK for the company.Desired Settlement: I still need a noise cancelling headphone, and I'm aware Sony has many, I need this one to be exchanged to another model that really does what it promised to: noise cancelling. I highly doubt an even exchange (same model) will solve the issue, based on so many reviews I read about this product.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony MDRNC8. Sony has contacted the customer and offered him a comparable model. Customer declined the offer. We have explained to the customer that the MDRNC8 only cancels 90 percent ambient sounds and not digital sounds. Furthermore, we advised the customer to send his copy of receipt to [redacted] with event no. [redacted] on the subject line to review the case further. We will wait for the customer to send the receipt in order to provide another offer. 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:

I'm rejecting the reply since I'm waiting for a confirmation from Sony and don't want this complain to be automatically closed.Sony informed this model cancels ambient sounds, not digital sounds. First, there is no such explanation of the difference between ambient/digital sound on the box. What we see on the box is that the model I purchased is categorized as Noise Cancelling headphones, capable of cancelling 90 per cent of the noise. Ambient or digital, the fact is that these headphones simply don't cancel anything. From air conditioner or fan, to airplane noise, it simply doesn't work, it doesn't do a quarter of what it claims to.To me, these are false advertisement/statements.It should have never been marketed this way, and should have been recalled for exchange. The brand is Sony, a brand that so far I would fully trust.After this complain, I was contacted and offered a replacement for another model. The model offered for replacement, MDRZX110NC, doesn't seem to perform any better for noise cancelling based on many reviews at many websites, as below:"Was worthless for noise canceling....sent it back.""Nice sound.comfortable to wear.looks great, but doesn't do much for noise cancelling.""Doesn't seem to be as noise cancelling as it says"and so on.I feel afraid to accept another item that apparently doesn't perform as it should.I sent a few other models that have good reviews for noise cancelling, but I was informed they are not in stock (!).Since Sony apparently is unable to replace the headphones poorly made and marketed, the only solution was to be refunded the purchase price.Although it is not ideal, since I still need noise cancelling headphones, it's better than nothing. I explained I had to spend a lot of time and energy to try to find them cheaper, including commuting to different nearby cities to find them in stock. Then, at the end, they don't work as intended, Sony is unable to provide what I really need (noise cancelling headphones) and I'll just receive what I paid back. Money-wise, it's OK, but the frustration is still there. I provided this as a feedback, because in my case the refund wasn't the solution I was looking for, after so much energy spent.Anyway, the paperwork for the refund has been sent and I'm waiting for a confirmation of when to expect the payment.I no longer see Sony as a brand I can fully trust, and won't be deciding about my purchase solely because it's Sony.

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 MDRNC8. Sony has contacted the customer and offered him a buyback for $37.91 for the 3 headphones. Customer accepted the offer. We apologized to the customer since we are unable to offer him the models that he requested as we don’t have it in stock. The check has been processed and the customer will receive it within 4-6 weeks. 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 find that the matter has been resolved.

However I need to register that Sony chose the cheapest solution for them, instead of the ideal solution for the customer. Being refunded for the price I paid is just OK, specially given that it was on sale and I had to commute to another city to buy it (as I thought it was a good deal). I still need a noise cancelling headphone and I truly don't believe Sony doesn't have any replacement available in stock. Sony simply doesn't want to have customers satisfied with their products, and I'm confident the business will notice the impact of such decisions in the long term. I'll use this refund to purchase another, more reliable, brand even if it's more expensive.

Sincerely,

Review: In early November I contacted Sony to file a claim about my laptop being broken due to water damage. I had purchased the laptop extended warranty that the sales representative advised me would cover any and all damage to the laptop over the course of the three years that it covered. After sending in my laptop it took several weeks to find out that they were unable to repair the laptop and that they would need to send it to another department to have them determine if they would be replacing the laptop or giving me a refund for the laptop. This department determined that a settlement would have to be made for the laptop because they could not find a replacement that met all the same specks of the laptop I had purchased from them originally. They first offered me a buy out of 250.00 give or take some. I said that I would not be satisfied with that amount and what I had been told by the sales representative so they escalated the claim to another department. The gentleman I spoke with offered me the total amount of the laptop refunded and I was ok with this. I filled out the paperwork and faxed it to him as required for the buyout. A week or so later via email I asked him what was the status of my claim and he said that he had sent the information to the correct department when he received it and that from the day that I sent him the paperwork it should take two weeks. As of Monday the two week period had passed so I had been looking for a refund check in the mail so that I could go purchase a new laptop to use for school. I received an email today telling me that It was going to take another 6-8 weeks because another company had bought Sony and that their manual check processing was going to be revised. I feel that it is unacceptable that I have to wait an additional 6-8 weeks for my refund to be processed when I have already had to wait this long to be able to get a reasonable outcome. I don't see the point in paying for the warranty. If I have to wait the full 8 weeks it will be a total of 4 months that will have been used waiting for the refund or replacement. This to me is unacceptable,Desired Settlement: I would like not only the cost of my laptop in full (549.00) refunded but the cost of the warranty (300.00) as well since I am unable to get the refund or replacement in a timely manner.

Business

Response:

January

[redacted], 2014

Review: I purchased a Sony television, and while still in it's warranty period the TV's picture started to become distorted (lines across the screen/white spots/blurred images). I contacted Sony on 12/** to discuss this was a representative and he had me troubleshoot the issue, concluded the television was defective and said he would send a refurbished model. I mentioned I did not want a refurbished model, and as the TV was still available, I thought it was only fair to provide me with a new model which is one of the resolutions outlined in the warranty. There was a lot of reluctance to provide me with a new replacement. I mentioned the reason I purchased the television was because it was supposed to be of superior quality, if I wanted a crappy TV I could have saved the money and purchased a cheaper television. The reason people pay a premium for these brand name TV's is when something goes wrong the company stands behind their product. I continued to contact Sony multiple times, each time the customer service representatives admitted the TV was defective, was within the warranty period, and had the option to provide a new TV but would not do it. Eventually the TV was taken off the website and when I called customer service, after an hour and a half long conversation they said they would provide me with a credit for the defective TV and replace it with a new model if I was willing to pay the difference. They did not offer to suggest a similar model and told me the burden of choosing the new TV would fall on me, and they would determine a credit value for the defective TV after I had selected a new one. I called back today and was interested in reaching a conclusion, and was told they could provide me with the same model which was recertified (again this is a model that has been put on display in a retail store and been repackaged), or they would offer me a 15% discount toward a different model - no credit. Futhermore, the customer service rep, [redacted], admitted this model was defective, and Sony has had issues with it in the past, but only offered to replace it with the same model. I feel as though these are all undesirable outcomes, no one is giving me consistent information and this warranty is basically useless.Desired Settlement: I would like to either get an exchange for the same or equivalent model - but a brand new model, not recertified or refurbished as this TV was purchased directly from the Sony online store and was new. If this is not possible, I would like to issued a full refund.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony KDL50EX645. Sony has contacted this

customer and offered a new TV at a discount or a refurbished TV at no charge.

The customer has declined these offers. Sony would not be able to meet this

customer’s request of a new TV at no charge.

If

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

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

Sincerely,

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

Review: I purchased a sony vaio laptop made to my specifications within the year and have had numerous problems with it for the same issue. I have had to have it erased 3 times now to try to fix the problem causing me a lot of problems at work. I have sent it back once only to get it back with the same problem. I purchased the highest internet service from my isp and even had a technician come out and test it. He came to the conclusion there is something wrong with my computer. all my other devices in my house are very fast and my computer is suppose to be of better quality. Now they are wanting me to return it so they can make me a new computer but will not warranty it when I get it to make sure it works. I spent a lot of money on this computer so it would be exactly what I paid for. It is not. I tried to call several times and ask for a supervisor to get the corporate address or answer my questions and they refuse me a supervisor, the corporate address or a corporate phone number and just hang up on me.Desired Settlement: I either want a full refund or a warranty on the new computer they're sending

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF15A190X. Sony has contacted this customer before and has advised the customer that the computer must be sent back to our service center and be evaluated for an exchange. We called the customer today and gave her this same message. The customer declined to send the computer. Sony will not offer any assistance until the computer is sent to our service center.

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 have determined that my complaint has NOT been resolved because:

The statement made by Sony is a lie. I NEVER refused to have this unrepairable laptop exchanged for a new one. I was told initially to send it in to have it replaced as they have tried over and over to fix it with no success. I then received a box with a paper to fill out that said they were going to try to repair it yet again and that is not what I agreed to. I called back and the representative was rude and told me they would not exchange it and hung up on me. I will never buy from Sony again. These are people who are not in the US who could care less and are a reflection on SONY as a whole. I was contacted yesterday and was offered to have it REPLACED with a new one NOT repaired and I have agreed to it and sent it but I am worried they will send me the same one back. This is not the SONY I have bought from year after year.

[Your Answer Here]

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

Sincerely,

Consumer

Response:

I saw I have to respond within 7 days but they will not get me a replacement before then and I don't want my case closed until I see what they send me.

Review: I purchased Sony Vaio Laptop machine in September 2012. This was under warranty till 1 year.

On May [redacted] 2014, ie after approx 6 months of warranty, the laptop while sitting on my desk at home , spontaneously short circuited, heated up caught internal fire and smoke started coming out from vents of the laptop.

The machine was connected to SurgeProtector and was on the original charger. There should be no reason for it to behave like it did.

Fortunately, to avoid any damage or spread of the issue, the laptop was removed from the location and taken out of the apartment.

I called customer care and they told me that normally incidents like these are covered as fire hazard and would be investigated for the cause of issue and be replaced free of charge from Sony. They sent me a box to send the equipment back which I duly did.

Now they have sent me invoice asking $213 for the repairs, for the machine which was faulty at their end.Desired Settlement: I would welcome if Sony honors the words and provides the necessary repairs since I have sensitive information in the hard disk.

Other wise last option is to get me a replacement.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony VAIO SVT131190X. We spoke with the customer today, June **, 2014 and offered a prorated buyback for $659.52. Customer is undecided so we advised her to call Sony back with her decision within 1 week.

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

Review: Sony USB cord and AC Adapter and power supply cord were stolen for my Sony Xperia tablet SGPT121US/S. I began calling Sony's sales and service at the end of December 2013 or first part of January 2014 after numerous failed Internet searches for the replacement parts. Initially, I was told that a bundled item including AC adapter and USB cord were available for $34.99 with tax and free shipping and was available to order. I called back a couple days later, and spoke to [redacted] from the Phillipines and was told that the bundled item was no longer available, but the AC adapter could be ordered for $25.27 and the USB cable for $33.42. I complained about these amounts and the discontinued item. He also stated that there was not any information on availability for the AC adapter, but could order the USB cable. As I explained my frustration, [redacted] was short in words and tone. I asked to speak to his supervisor. Placed on hold. [redacted] returned stating that his supervisor informed him that he gave me all the right information and that I could not speak to his supervisor. Infuriated at this point, I ended the call with no resolution. On 1/*/2014 I called Sony's support in Manilla and talked to [redacted]. I explained situation. She apologized and opened a case for me (Case # [redacted]) and for my inconvenience offered the USB cable and AC adapter and power supply at no cost to me. She stated that the rep was right in that the product was not available and was not showing an "ETA", but she forwarded a request for the part to be ordered from the Lorado exchange center. She stated this would be the fastest route to get my charger supplies. She stated that order cut off time is at 3 o'clock so I could follow-up in 24 hours between 1 and 3 pm EST at ###-###-####. I made numerous phone calls after this one and received the same responses and attitudes from Sony customer service representatives, but on 2/**/14 I spoke to [redacted] in customer support. I asked for an update on case and explained my frustration with the extremely long delay on the delivery of both products. I explained that I received the USB cord a few days prior to my call but was still waiting for AC Adapter. Placed on hold several minutes, which was typical with my experience. She explained that a replacement order will come in on February [redacted] and she put in an order (#[redacted]) for an AC Adapter to be shipped to me. She stated it would take about 7-10 business days after the [redacted] to receive the item and stated I should call back if I don't receive it within that time frame. On On 3/**/2014 I talked to [redacted]. I asked for update on tracking number and provided him with the number and my case number. Placed on hold. He returned and stated that there was not any tracking information available for that order number. He also stated that no new information is available for the part I am waiting for. I explained my extreme frustration with this matter in that I had been calling for 3 months and yet nothing has been resolved. His response was presented in a rude tone as he stated, "you don't have to wait for the part to be delivered to you, you can order the part yourself from a third party!" I explained that I had looked for the parts myself online and locally and there were not any parts available. He stated that I could buy the part and Sony would reimburse me. I do not trust that this will happen as I have been waiting for a part to operate my Sony tablet for 3 months and I refuse to accept his word since it is not in writing that Sony will reimburse the cost. In addition, he told me to check [redacted] for the part. I did check by calling. A female customer service rep explained that they order their products directly from Sony so if I was waiting for the part from Sony it would not benefit me to order from them. I would like to take my tablet back to where I bought it but it is beyond their return policy. I spent almost $600 on this tablet approximately 2 years ago or less and it is nearly brand new. I have only used it a handful of times and it is in excellent condition. I cannot even sell it to try and get some of my money back. I have searched and searched online for the AC adapter and power cord and from what I have been able to find, the cost is $80 on average. It is a sad day in America when I spend my hard earned money on a product and receive this kind of customer service. I have and will continue to tell anyone and everyone I know about this experience.Desired Settlement: I would like a replacement for a comparable tablet with all working parts. I would also like a written letter of apology for my horrible Sony experience. I have talked to numerous agents (all overseas) over the course of 3 months and have been hung up on, treated rudely, and have been given the same universal response "it is on back order and we do not have any information on when it will become available." There did not seem to be any sort of chain of command to report to to ensure that my problem was handled to even a subpar level of satisfaction.

Thank you for your time and I am hoping that large corporations such as Sony still place immeasurable value on customer service and making the customer happy. So far I am not convinced.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about her Sony Tablet SGPT121US/S. We have been trying to get in touch with this customer since June **, 2014 to discuss this issue. We sent him a Contact-Us email on June **, 2014. Sony has not heard from the customer to date.

The customer initially reported the issue on January **, 2014 stating that the accessories for her tablet were stolen. Despite the fact that the customer should be responsible for the replacement of these stolen accessories, Sony still provided accommodation and ordered the replacement parts as goodwill gesture. Due to issue with parts' availability, Sony was able to send her the USB cord and AC adapter but no power cord. The power cord was in back order that time and due to the delay, we advised her to buy the power cord to other third party vendor and Sony will provide reimbursement for the part that was purchased. Sony received the copy of the sales receipt for the part purchased on April **,2014 and we processed sending her a check reimbursement amounting to $20.68 on April **, 2014. Considering that Sony has provided several accommodations for this customer and that the unit is already way out of the manufacturers warranty, we regret to inform that Sony can no longer offer replacement option.

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

Review: I purchased a Sony Bravia 50" through HSN Home Shopping Network back in NOV/DEC 2013. The Sony Bravia had a promotion that came along with the TV that consists of [redacted] and [redacted] free for one year. When I received the TV I did not have a problem with [redacted] but I did notice the activation code was not in my TV box with [redacted]. I contacted HSN and explain to them that I never received the activation code for the 1 year frees [redacted]. They told me that I would need to call SONY. I called Sony and they surly sent out an activation code but it was only for six months. I was assure that it was for a year because that was the advertisement they had on HSN. I recently called SONY and they said they never had a promotion for 1 year [redacted] for free. I explained to them yes you all did through HSN. I have been giving the run around about something they had a promotion for. I spoke with customer service and technical services and they said they never offered such a deal. I spoke with someone earlier that week and that person saw the promotion and stated to me that it was not possible for them to grant me anything on that deal because they don’t offer it anymore. I have spoken to so many people oversees and when I ask for the US they tells me I can’t speak to anyone in the US. HELPDesired Settlement: I would like for them to get with HSN about this promotion they had with them and solve their own issues. This is considered false advertisement and HSN needs to be notified about selling SONY products and SONY not going the full extent on the offers their airing through HSN or any other Shopping Network. I would like for my other 6 months to be granted to me at no cost. I have contacted HSN as well and they explain to me that customers have been calling them as well that got this promotion from SONY. I want my other 6 months free of [redacted] with no cost to me because that how it was offered.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony television KDL50R550A. We spoke with the customer on July **, 2014 and we have requested her to fax us a copy of the sales receipt so we can review and determine possible options. We are currently waiting for a valid copy of the proof of purchase.

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