Sony Corporation of America

Review: My reference number with Sony is [redacted], I was told by Sony reps over the phone to email [redacted] to get help and I would have a response within 24/48 hours, also I was told I would get phone calls in the same 24/48 hours and never have.

A couple of weeks ago my Sony TV was turning off and on by itself, I called Sony tech support and after an hour and a half of trouble shooting the Sony tech determined my tv needed to be replaced, I said ok until he informed me Sony was replacing my tv with the same or comparable refurbished tv, I said no because I take very good care of everything I own and I didnt originally purchase a refurbished product, I didnt want somebody elses problems. The rep said my current extended warrantee is good until September of 2017, he said if I take the refurbished tv Sony will add 2 years to my current extended warrantee to make it good until Sept 2019, I said ok I will agree to that. The refurbished tv arrived without the 2 year additional warrantee added paperwork, I called Sony and told the rep what was going on, he said that the rep told me incorrectly and that my current extended warrantee was longer than 2 years so it would be fine, I told him thats not what I was told by the rep that determined my tv needed to be replaced and I only agreed to the refurbished tv because he said Sony was adding 2 years to my current extended warranty to extend it to Sept 2019. I only want what Sony offered. Everybody I speak with when I call Sony transfers me continuously, Im continuously told I will get a phone call or email within 24/48 hrs and I havent received one in 2 weeks. All reps say they dont have supervisors, im just being put off however Im not going to give up. I have been a great consumer of Sony for over 28 years..Desired Settlement: I just want what Sony offered to me in order to accept the refurbished tv, and add 2 extra years to my current extended warranty. Please and thank you

Consumer

Response:

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

Sony rep [redacted] called me just now and said that rep [redacted] was following old guide lines in extending my warranty for 2 additional years that I agreed to. This is what I agreed to and nothing else, I expect for Sony to stand up to what they offered me and only that. Therefore my extended warrantee should be till Sept 2019.

Sent from my iPhone

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony KDL55HX850.

Sony has contacted the customer already and we explained our warranty terms to him. The misunderstanding on the information provided to him by our representative have been explained. Sony warranties could only be extended only once which he already had. He already have a 5 Year Protection Plan, so we can no longer extend it to 7 years.

Sincerely,

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about his Sony KDL55HX850.

As you have requested, we have taken another review of the information. Sony warranties could only be extended only once which he already had. He already have a 5 Year Protection Plan.

Our decision on this will never change and Sony considers this claim completed.

Sincerely,

Consumer

Response:

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

[Your Answer Here]

I paid for the extended warranty when I purchased the tv, Sony never extended my warranty however Sony said when they replaced my tv with a refurbished tv they were extending my warranty to Sept 2019. That is there offer and I accepted it. I will not accept anything less. There is record within Sony that the rep said my warranty was being extended, that's Sonys offer, I accepted it now they have to stand behind what they offer. The rep that called me yesterday was telling me to call another phone number to discuss this, Sony has practiced putting me off an not responding to my emails this entire time until I contacted the Revdex.com for assistance. I will only accept what rep [redacted] told me I was getting with my warranty extension, his date extension was and is until Sept 2019.

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

Sincerely,

Review: I am not filing a complaint against T-Mobile, but rather Sony, and I am seeking some form of remedy action for false advertising resulting and significant loss. The product in question, the Sony Xperia Z1s, is advertised quite prominently as a waterproof phone with an IP55 and IP58 rating. Provided all flaps on the side frames of the phone are tightly closed, the device is guaranteed protection from fresh water at depths of up to 1.5 meters for up to 30 minutes of use, with its standalone half-press-to-focus camera button, underwater videos and photos can be taken. Given the nature of how this phone is advertised it is reasonable to imagine a photographer purchasing this device for the sole purpose of underwater photography and film recording, but in my experience using this device for what it's supposedly capable of has only resulted in anguish, loss of significant funds, and the violation of expectations and trust between a consumer and the provider an high end premium product. Ensuring that I did indeed have each flap on the deviced closed as securely as possible, I proceeded to use the device underwater. water damage was later apparent on the screen and it ceased to properly function soon after. condensation was visible under the camera lens as well. the phone was returned to a repair center where it was inspected, then replaced. An Out-Of-Warranty fee was charged to my account in the amount of $150. This exact same thing happened to the replacement device months later and I am now faced again with that fee. At the repair center, liquid damage indicators (LDIs) are inspected. My argument is: Results of LDI tests should not be admissible as evidence against the consumer in the case of a defective waterproof device! Damage from liquid is why I needed it returned, of course it was present within! Consequences should fall on the party that falsely advertised a waterproof product, not that of the victim whom is at fault for nothing.

Product_Or_Service: Sony /C6916/Simple Choice Plan: Unlimited Talk + Text

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

The remedy I desire for satisfaction of the injured party is simple, then not so simple. The simple part being: Sony pays my current fee in the amount of $150 for the damages to the phone they have a guarantee is protected from such. The not so simple end is, as this incident occurred twice in my case, that a second refund of equal amount to the aforementioned be provided to me as that had already been processed on an earlier date. all info reg

Business

Response:

We are sorry to read that the customer has experienced issues with his Sony Xperia phone.

Our repair center does look at the LDI as the first step when investigating potential liquid damage. The next step is to test the water resistancy of the unit by placing a vacuum on the phone with all port covers properly closed. If the phone maintains the vacuum during the test, then there is no product defect with the phone.

For this case, the customer’s phone was tested by our repair center and found that it maintains a seal with all ports properly closed while under a vacuum indicating there was no break in the phone’s seals. The liquid damage the phone sustained was not a result of a product defect.

From the complaint it is not clear if the customer’s current phone is still in his possession. If it is, he may contact the Sony Xperia Contact Center to setup a warranty evaluation with our repair center.

The Sony Xperia Contact Center can be reached a[redacted] between 8am and 11pm EDT Mon-Sun.

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]

When returned to a repair center, they claim that they perform "vacuum test" that, when all flaps are closed, revealed that the seals are all properly closed and the phone is not defective. They insist that I, and many others are solely to blame and the flaps simply weren't properly closed. This exact thing has happened to me with 2 replacements of this phone, forcing me to pay an out-of-warranty fee through T-Mobile in the amount of $150 twice. Their claim, that I voided the warranty by abusing the device. I won't have this cooperation telling me and uncounted others that this is happening because of consumer irresponsibility.

I have contacted the Revdex.com with this complaint, which was forwarded to the Manhattan office, and Sony has contacted them persisting in their claim that their devices are not defective, and the consumers are solely to blame for a waterproof phone being damaged by water.

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

Sincerely,

Business

Response:

The phone was tested using our computerized water proof test. The phone passed that test. Therefore, the phone is considered customer abused and is not covered by warranty.

Sony Mobile Communications (USA) Inc. considers this matter closed and will not respond to further Revdex.com complaints from this consumer.

Review: We purchased a Sony Bravia Smart TV (Model Name KDL55 HX750, Serial # [redacted]) in October of 2012. Our TV shuts off after a few minutes and red light blinks 13 times. Initially called Sony's customer service rep who told us that the "engineers" were aware of this issue and were working on a "fix" and to keep checking back. After several weeks of doing this and getting the same story, we looked online to find that many others were experiencing same issue. Called back Sony. I was told that since the year warranty was up, there wasn't anything that they could do. They referred me to a Sony authorized repair shop, [redacted]'s TV on the Cape. We brought our TV there where it has been since approximately April **, 2015. [redacted]'s TV (###-###-####) who Sony referred us to, told us that he is unaware of what the problem is and the only thing he could do for us was order the "mother board," which may or may not correct the problem. We told him to go ahead (what choice do we have?) and upon checking back in after a week, he tells us that the part is back ordered, and he would call us when it comes in. He is not sure that this will correct the problem, he doesn't know what is wrong with the TV. Since the TV is only a few years old, Sony should stand behind their product. If so many others had the same issue with their TV, it is obviously defective. Sony should do right by their customers. We are extremely frustrated with the lack of Sony customer service and that we are still without a tv. We have been without a TV since April **, 2015 with no end in sight. Hope you can help. We believe we should be entitled to a repair, and if that's not possible, a replacement, and if that's not possible than a refund. Sony should stand behind their products.Desired Settlement: Sony should stand behind their product. We paid a considerable amount of money for a Smart TV that is expected to properly work for more than two and one half years. Inexcusable customer service (or lack thereof). To be referred to an authorized Sony repair and to have our TV sit there for almost two months is outrageous. If the problem can't be fixed and the tv can't be repaired, either give us our money back or send us a new tv. Thank you for your help.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55HX750. Sony has contacted the customer and apologized to her. The part is still in backorder. We have offered the customer a discount on a new purchase however the customer declined. Sony takes great pride in the workmanship and design of each of our products. A Limited Warranty was provided with the product that warrants against defects in material or workmanship for a designated period We apologized for the inconvenience this issue has caused the customer, however due to the fact that the unit is well out of warranty, Sony will not be able to honor the customer’s request. 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 asked that Sony repair my TV, just over 2 years old and they state they cannot. Issue not resolved. They say the part is back ordered. They state they have no idea when it will become available. My TV has been in a Sony authorized repair shop for over 2 months. The Sony Bravia Smart TV is just over 2 years old. I am filing this complaint because Sony should not be allowed to get away with these practices.Since they cannot repair it, and won't offer any help since the product is out of warranty, and they can't tell me when the back ordered part might become available, if ever, they should provide me with another tv, thereby replacing the defective product. They stated that I could receive a discount if I bought a new TV. Why would I buy another Sony product since clearly, judging by all the online submissions on the internet so many others are having similar problems. Sony's customer service is horrific. I would never want to purchase another product from them. That is not resolving the issue. Spending more money and buying another product is hardly my idea of a resolution. In any case, I asked what the discount would be. They could not give me that information. When I asked how I am supposed to make an informed decision if they can't give me any prices, I was told that they would have to see what was available and in stock. If this was a sincere resolution they were offering, shouldn't they know that information ahead of time before calling me? This is a clear indication of how Sony Customer Service operates. Stringing you along without any concrete information. They are just buying more time by telling me to send in my receipt and then they would get back to me. The product was registered with them at the time I filled out the warranty papers so they have all the information and should not be requiring anything further from me. In reading numerous other Online complaints, there are many other customers who were asked by Sony to send in their receipts and that someone would get back to them. Those customers are still waiting. I am not interested in buying another product. I spent a lot of money just a few years ago for a product that should last for years. I hope that enough people file complaints so that a class action suit will be initiated. This is unfair business practice and Sony should be stopped in their tracks. I hope that my complaint to the Revdex.com will help to accomplish this if they refuse and cannot repair my relatively new TV.

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

Sincerely,

Consumer

Response:

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

Sony will not repair or replace my TV. Nor will they provide the part to have the TV repaired at my own expense at an authorized Sony TV repair shop. Further, Sony cannot give me any idea when the part will become available and the repair shop informs me that the part may not even resolve the problem. Therefore, I am still without a TV, with no end in sight. It has been in the repair shop since April **, 2015. Sony should not be allowed to sell TV's if replacement parts are not readily available. For me to spend over $1,500. on a TV that lasted only 2.5 years is bad enough. Their offer / resolution is for me to spend more money and buy a new TV and they will give me a 15% discount? Why would I, or anyone for that matter, buy a product from a company who does not stand behind their product? If Sony cannot provide the part so that I can attempt to fix the TV at my own expense, I should be offered a replacement or given my money back. I have researched the issue on the internet and have found many, many, other frustrated customers with the same problem. I compel the Revdex.com to take action and shut Sony TV sales down so that other unsuspecting customers like us are not taken advantage of by being duped into thinking they are buying a quality TV from a company who stands behind their product. Clearly this is not the case. This is bad business practice and something should be done about it to protect the American consumer. I would never buy another product from Sony and find their offer insulting. I will do everything that I can, on every forum and every website, on every level to let folks know they should be aware and not do business with Sony. I will urge them to also file complaints with the Revdex.com. I plan on contacting my congressman and senator, the U.S. Attorney General, Fox News, local news, and anyone who may be interested in investigating this claim. This constitutes a class action suit judging from of all the complaints. A company who cannot provide replacement parts for their products should not be allowed to sell them.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony KDL55HX750. Sony has contacted the customer regarding this issue. Sony will not be able to honor the customer’s request for a replacement since the unit is well out of warranty. Sony’s answer will not change in this regard.Sincerely,[redacted]

Review: Original technical support case #[redacted] in July 2013 was not concluded until December 2013, when it was requested the item be returned to the [redacted] Service Center for replacement. Return was completed and received in Laredo in January 2014. In March, it was finally determined the item could not be replaced or serviced and a refund for the product was approved under case #[redacted]. I was directed to wait until the end of March as checks are created by a third-party only once a month. Having not received it in April I contacted Laredo again who assured me the check would be sent out within a week due to the prior delay as it was being escalated as a courtesy for the delay. Having not received it in early May, I contacted Sony's National Customer Relations department who looked into it and determined a check would be cut on May ** and I needed to allow 7-10 business days for receipt. Having not received it within that time frame, I contacted Laredo again and was transferred to an escalation department who assured me of researching the situation. Last contact was on June ** and due to the delay of this situation, I am requesting intervention from Revdex.com.Desired Settlement: Refund check assurance must be accompanied with a valid tracking number for whichever mailing service Sony chooses to utilize. A simple comment a check has been ordered or mailed will not suffice as this has been allowed three times unsuccessfully.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Personal Internet Viewer HIDB70. We spoke with the customer on June **, 2014 and explained to him that Sony processed sending him a check reimbursement amounting to $124.93 and that he should received the check within 7/10 business days from that date.

Sony records show that the check was encashed on June **, 2014.

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

Consumer

Response:

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

I have chosen to classify this complaint as not resolved although the information provided by the merchant in their response is not being disputed. I received a telephone call as described, however the representative could not confirm a tracking number for the payment in transit.

Although it may not be a policy of the merchant to provide refunds in a trackable manner, they certainly do so with physical merchandise being handled by both parties. Because this issue had been so long overdue and because the merchant's assurances time and again involved the same generic statement provided in their reply above, I believe additional precautions were warranted.

The check was received, however there was no way of distinguishing if it was the check they claimed was sent prior which I understood had been issued a stop payment. This caused further delays as I didn't wish to deposit a check I knew could be worthless.

For those reasons, I wanted this information included online within the claim for those considering a purchase from Sony Electronics as a means to be aware of their practices. The inability of their Customer Service Departments for National and [redacted] to work together to resolve an issue that took nearly a year to complete is unacceptable and unprofessional of a business that has an A+ rating with Revdex.com. Although the business cooperated eventually; there should have been no reason to involve the Revdex.com based on their rating of this company.

I have another Sony item that must be repaired now (headphones in which BOTH ear cups broke off within 5 months) that I am discouraged to pursue. However, I will not allow that to occur. The only thing I am discouraged to pursue is another purchase of a Sony product. They were successful in accomplishing that.

Beyond that, the Revdex.com may close this case with the expectation the information herein will be included within it. Thank you for your assistance.

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

Sincerely,

Review: I bought a computer back in January *, 2014 filed a complaint earlier but was closed due to some information sales person [redacted] took my order over the phone I had already reviewed the product on line but called to find out what color the laptop was. The sales person indicated black and even called the warehouse to double check. She assured me it was black and not pink. When the computer got here it was pink called customer service to try to resolve this issue about three time but, all they would tell me is send it back. I ask to speak to a [redacted] and her refuse and told the customer service agent to tell me just to send it back. I told the customer service agent I was dissatisfied with the color not the whole laptop. I ask if they could reduce the cost but he ask the [redacted] and he said just send it back. I was not able to resolve the issue and contacted you back this year to see if Revdex.com could resolve it but instead you close my case. I still want to pursue my complaint.Desired Settlement: A settlement of 100.00 refunded back to me for computer being pink and not black if I decide to sell it will be harder for me to sell if black or silver.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complain your office received from [redacted] regarding the sony VAIO SVF142190X. Sony has contacted the customer August **, 2014 and talked to customer about issue. Sony will not be able to give her $100 credit, but offered her Gift Card of $100 dollars instead, she can use for the next product purchase to sony stores. Customer accepted offer.

Review: I have a Sony VAIO model# VPCEC 200X. It was bought roughly 3 q/2 years ago. There appears to be a password in the BIOs I have no knowledge of setting. I need to access the BIOs and I researched the process to do so. It included calling ###-###-####, telling customer support my issue, proving I owned the VAIO, then receiving a call within 2 to 3 hours. Oct [redacted] I called roughly 10:00am PST and requested help. I was told to turn in the info proving I was the owner and in 2 hours I would receive a phone call. Well 6 hours later I called back asking what the issue was. They claimed they didn't get my email, to spam the same email multiple times to confirm it arrived and I would be called the next day. I did as they said. Next day I got a receipt that they opened my email but within 2, 3, then 5 hours I still had no call. I called back and explained I spent $1600. on this VAIO and I would like for costumer support to get the code to me asap. I couldn't sit around my house for 2 days waiting for the code. Then the customer support employee named [redacted] (code [redacted]) - claimed he was a tech, tells me they will get back to me in 48 hours with the code. I said wait, the forums and the previous customer support team said it was suppose to come in 2 to 3 hours. [redacted] claims no, the code is given to you in 48 hours.

Well 48 hours has come and gone. Still no codes. I can no longer invest in a company that I give $1600. to and they can't give me the BIOS code repeatedly, when they say they will. There was a repeated failure to honor was I was told.Desired Settlement: First thing Monday I expect a call with the BIOS code to my VAIO please, thanks.

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Vaio VPCEC290X. Sony tried to contact the customer today October *, 2014, however, we were not able to speak to him. On the Voicemail that we left, we told him that he should be getting a call within this week from the [redacted] to assist him in removing the Bios Password on his 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 not satisfactory till I have received my bios code. The message left for me said it would be 72 business hours till I will be my Bios code. This is after the I have waited 2 business days. Some of us just can't live by the phone everyday waiting for the one call. I except the attempt to contact me, but this won't be resolved till I get the Bios codes.

Sincerely,

Review: My problem has to do with a product that I purchased on [redacted]. It was a Sony SBH-20 bluetooth headset. The bluetooth stopped working and I sent in for repair, or exchange. I was told I would be getting an exchange but now I'm getting the runaround after sending the defective unit back.Desired Settlement: I want the same unit or the upgraded unit that I was promised.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony Headphones SBH20B/US.

Sony has contacted the customer and was advised that replacement been processed under order number [redacted], customer was also provided turn around time of 7 to 10 business days and he understood.

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,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his Sony Headphones (SBH20B/US). Due to the delay in processing the exchange for the unit, Sony has decided to process a full refund to the customer. We advised the customer to send us a copy of the purchase receipt of the unit and informed that once it is received and validated, then we will process the full refund for the unit.

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

Consumer

Response:

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

Sincerely,

Review: Spoke to Sony care customer service on 10/**/14 with [redacted] and Later [redacted] based in DR to put in a claim for repair which is under warranty for 1 year. My request for repair claim was denied because Sony did not recognize this phone to be under warranty due to fabricated reasons even though the documentation that came with the phone states that it is under warranty for 1 year. In addition to that my original request for repair was approved 7/**/2014 by another Sony specialist that confirmed that the phone was under warranty yet I decided to wait for another opportunity to repair it. The representatives from Sony misrepresent where the phone was manufactured to make it appear as if the device is not under warranty. Sony failed to honor the term and agreement of warranty as the device was purchased March **, 2014 and is still under valid warranty.Desired Settlement: I would like Sony to honor the complimentary repair service or to issue a new replacement for the existing device or to refund the original amount paid for the device.

Business

Response:

The customer’s phone was intended to be sold and used in the United Arab Emirates. His phone was

manufactured for sale in this area and was sold without any warranty.

However, Sony would like to offer a one-time courtesy repair at no charge to the customer. This is

contingent on the phone not having any liquid damage or other abuse.

One of our representatives will be in contact with the customer shortly to assist with setting up the courtesy repair.

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 Vaio laptop on April[redacted], 2014. Ever since I bought it, I was not able to use it because it would not connect to Wifi. I tried to resolve the issue on my own but after a week, when I could not, I called customer service in which they remoted into my computer and said the issue was resolved. I was still not able to use my computer so I called again, over the course of a few months and each rep would do the same thing and tell me that it was resolved. Finally, in November, I requested to speak with a supervisor, and instead of transferring me to a supervisor, the rep transferred me to the [redacted] support. I then called back and requested again to speak with a supervisor, in which the same rep that transferred me, told me that there are no supervisors available to speak with customers, and that someone would give me a call back within 24 to 48 hours. When I did receive a call back, they told me that I had to get an invoice of my receipt as proof of purchase and then to email it to them. Once they received my invoice, I was told to take my laptop to the nearest [redacted] for servicing. When I brought my laptop to [redacted], they told me that they would be shipping it to Sony for servicing. I waited about 2 weeks and didn't hear anything, so I called [redacted] to get an update in which they told me that my laptop had a defective Wifi card and that the hard drive was deteriorating, so they replaced both of the parts. On December[redacted], 2014 I received a call from [redacted] that my laptop was available for pick up. I've had my laptop back for one day now and the internet is still not staying connected. I am extremely displeased with the services I received. As a first time customer purchasing from Sony, this was a terrible experience. I feel as though, instead of replacing parts, I should have received a brand new laptop. Its been over 7 months and I have not been able to enjoy a laptop that I paid a decent amount of money for, and no one has been willing to help me at all, I didn't even get a "Sorry for the inconvenience" At this point, this issue needs to be resolved as soon as possible. I'm sure you can look into my account and see how many times I've called and how long it has been.Desired Settlement: I would like to receive a new laptop for all of the inconvenience and if no one is willing to do that, I would like my money back.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony SVF14212CXW. Sony has already contacted the customer, we have provided her instructions on how we could process refund for her purchase. The refund was provided since [redacted] failed to fix her unit. Thank You, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I also want to make it clear that my issue was not with [redacted], as [redacted] did not service my laptop.

Sincerely,

Review: Purchased TV with two year extended warranty.

One speaker went bad during warranty period

Called Sony and spoke to Warranty group and they would not fix or replace TV as the 60" model I have was replaced by a 65" model

They would only offer $1375.81 which is not enough to buy a replacement TV

Sony ticket item is: [redacted]

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

Warranty start: 12/**/2013

Warranty end: 12/**/2015

Warranty Claim: 08.**.2015

Case #: [redacted]

Confirmation #: [redacted] Last contact: [redacted]

I made the warranty claim before the warranty expired

Sony warranty Extended Service Plan [redacted]Desired Settlement: Enough money from Sony to guy a replacement TV or Sony sends me the 65" model

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony TV ([redacted]). Sony contacted the customer twice via phone but it was directed to his voice mail. We would like to advise the customer that since we do not have the same or comparable model to send him as a replacement, we are offering him to buyout the Sony Protection Plan for $1,375.61 as it is the coverage amount of the extended service plan. We will wait for the customer’s response within 7 days. Otherwise, the case will be considered closed.

NOTE: The Protection Plan expired back on 12/**/2015 but since the offer was presented when it was still in active, Sony will still honor the buyout/refund.

Thank you,

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 still want a replacement TV with all the same features as this is what the extended warranty should covermust be 60" or more, not 55"thus offer is the same before I brought it to Revdex.com

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services: As mentioned from our last response, we do not have the same or comparable model to send to the customer, thus, a refund that is equivalent to the plan coverage is being offered in the amount of $1,375.61. Sony is requesting the customer to provide his confirmation ASAP as the refund offer is already expired. Nonetheless, since Sony values the customer, we will still consider this case active and will have the offer reinstated. We will need the response of the customer within 7 days. Otherwise, this offer will no longer be available. Sincerely, [redacted]

Consumer

Response:

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

Sincerely,

Review: My son used my credit card without my permission to buy video games online. I talked to Sony and they told me that I would have to dispute/reverse charges with my credit card company. Sony told me that they would cancel/block the offending account which I acknowledged if the charges were cancelled. I agreeed to this. I created a new master account and my son has a new sub-account with the access to the on-line purchases blocked without permisson. However, we had legitimately bought some video games beforehand and Sony will not move these items to the new sub-account. I talked to Sony and they said they had no policy to do this. I told them I was going to file a complaint.Desired Settlement: refund the legitimate purchases or move them to the new account

Business

Response:

Thank you for contacting Sony Computer Entertainment America, LLC (SCEA) regarding the above-reference Revdex.com case# [redacted].

SCEA has contacted the consumer and this matter has been resolved. SCEA will now consider this matter closed.

Please note that this response is not an admission, or a waiver of any rights that SCEA may have at law or in equity, all of which are expressly reserved.

Consumer Services

Sony Computer Entertainment America, LLC

Review: Approximately 1 week ago I ordered a Sony DSC-RX100 camera from Sony.com for the price of $494.99 plus tax ($524.69 including tax). Later, I saw the same exact item advertised on a Sony website for $441.04 plus tax ($467.50 including tax). This constitutes a difference of $57.19. The Price Assurance policy advertised on Sony's website states:

"We want you to shop with the knowledge that you are getting great products, great service and great value. When you buy from Sony, your purchase is backed with a 30-day price guarantee. This is just one of our many programs and services designed to create convenient and customer friendly experiences for all of our customers. If you’ve already purchased a product from Sony Store and find a lower price for that exact same product at any Sony venue or Sony authorized reseller within 30 days, contact the Sony Store location where you purchased the product or call us toll free at ###-###-#### and we will happily refund you the difference. If you are ready to purchase a Sony product and find that exact same product in-stock and advertised at a lower price at any Sony Store venue or Sony authorized reseller let us know and we'll offer you a similar price. Simply provide us the proof of price while that price is in effect to get an adjustment. "

I have contacted Sony via phone/email and provided a screenshot of the $441.04 price from their own website. The phone representative ([redacted]. at Sony Customer Care) guaranteed that she would gladly refund me $57.19 once she received the screenshot, but after receiving said screenshot, reneged on her promise.Desired Settlement: I seek a partial refund of $57.19 as guaranteed by Sony's advertised Price Assurance policy and promised by [redacted]. at Sony Customer Care. If Sony refuses, I seek a full refund of the purchase price ($524.69) including a prepaid return shipping label for the item.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] regarding the Sony DSCRX100/B. Our Sony sales

department has been in contact with this customer. Sony does not price match

against member’s only pricing because those prices are not open to the public.

This is included in our web site terms and conditions. Our sales department has

sent this customer a call tag to return the unit since he was not happy with this

response.

If

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

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

It is NOT stated anywhere in Sony's Price Assurance policy, which is posted on their website, that the Sony-owned SonY Rewards store is exempt from the price guarantee. Despite repeated requests to Sony to produce evidence of this policy exemption on their website, no proof has been provided that such information is publicly posted. Furthermore, I am a Sony rewards member so the argument that such prices are only available to members is moot. Lastly, Sony's horrendous customer services provides zero reassurance that I will get a full refund if I mail back the product.

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:

This proves just how awful Sony customer service is. They are obviously confusing my order with someone else's. My complaint was in regards to Sony honoring their posted Price Assurance policy, which they have not done. Consequently, the only response I will accept is one that states that the company will either: (1) amend their posted Price Assurance policy to reflect their actual practices, (2) remove the posted policy since they refuse to honor it, or (3) agree to honor it as is for any and all customers in the future. The bottom line is that this complaint should remain on the company's record because they refuse to even address the issue and instead, continue to deflect attention away from the original complaint which was and still is their refusal to honor their advertised policy.

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

Sincerely,

Business

Response:

[redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony DSCRX100/B. Our sales department has emailed this customer a shipping label for the return of the camera to Sony for credit. Any issues concerning the credit should be addressed through the sales department. When our customer relations representatives contacted this customer he just started using profane language and asked not to be contacted by anyone from Sony again. Sony will no longer contact this customer.

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

Sincerely,

Review: Hello Sir,

I've Bought a Sony Mobile Xperia Z. Sony Mobile says The Mobile is water resistant. But a few days ago My mobile got in contact with water (Rain Water).

and When I bought the phone they said it has one year warranty and I have bought this Phone on **-4-2013 but now they are not ready to repair my mobile they are asking me for Rs 12,000.

I am from India, Maharashtra, Aurangabad. I've put my mobile in Sony Service center in Aurangabad.

And these people are asking me for paying the money. [redacted] the link I've posted is the official ad of Sony experia Z in which they put water on it

Please help me Sir to get my mobile repaired

Business

Response:

This complaint was received by the Revdex.com in the US. Unfortunately, Sony Mobile US cannot assist this customer. Please refer this customer back to his local Sony Mobile support in India.

Review: The flash Sony has made is Defective and will not work as advertised. They have continually tried to advertise this as a pro flash. This flash will not work. It simply fails, it overheats in any situation. The flash model is HVL-f60mDesired Settlement: I have contacted sony support 4 separate times. I have tried forum support from other users. Nothing works. I purchased another flash from a competitor for 70 dollars. The HVL-f60 costs 560. I used the competitors flash on the same camera, with flawless results for a full day. The Sony flash is known to overheat in 20 pictures. no flash should over heat in 20 pictures. I have asked for management to call and solve the issue all 4 times with sony. All 4 times they have failed to even attempt to fix or replace this flash. There is no excuse for this type of blatant abuse of the customer. My number is [redacted] happy to hear from them.

Business

Response:

Sony File [redacted]:

This is to advise that a Sony rep will be contacting customer offering to buy back his HVFL60M for market price of $549.99. His flash was part of a camera bundle price. Since the flash unit is at the [redacted] repair center, the check can be processed as soon a customer approves. The check process will be approximately one and one half weeks. Thanks, [redacted]

Review: On 4/**/14 I preordered a Sony XBR-65x900b television that had a ship date of 4/**/14. About a week later I received an email now saying due to high demand the product is backordered and to expect shipment in June. I was very upset due to the ship date being prolonged from 4/**/14 to June. I called customer service and received the response of sorry about your luck there's nothing we can do, so I canceled my order and started researching other TV manufacturers since Sony could not fulfill their obligation. My original order # was [redacted]. On 4/**/14 I was on Sony's website and they showed this TV as being in stock and ships within 1-2 days. I called Sony customer service and placed the order with the customer service representative again and he confirmed the item was in stock and there would not be another issue like before. Today on 5/*/14 I called customer service to check on the status of my order [redacted]. They informed me that it will not ship until June again after being guaranteed the TV was in stock on the website and by customer service. I find this advertising to be unacceptable and repulsive from a customer service standpoint. I have been a long time Sony customer and loyal to this brand. Additionally, I'm amazed that Sony cannot integrate their website to real-time inventory status and that there is so much confusion as to when this TV will be available.Desired Settlement: I want my original order honored in the time manner that was originally given. If this order cannot be fulfilled as promised, I would like a better model that can be fulfilled at the same price.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] on advertising issues. We contacted the customer today and referred him to the SonyStore Customer Care Department to discuss the issue. This is a sales issue and the SonyStore Customer Care Department handles 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:

[Your Answer Here]

I do not consider the complaint resolved as the person I spoke with wasn't of any help. Sony asked me to call a #, which I did, then I was put in touch with someone that made up excuses and even tried to place some blame on me. He said he didn't have any power to resolve my complaint.

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

Sincerely,

Business

Response:

Thank you for your response. We have been trying to get in touch with [redacted] since June **, 2014 regarding his claim. We sent him a Contact-Us email today, June **, 2014. We are currently waiting for the customer to call back.

The customer needs to speak with the Sony Store Customer Care 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 ###-###-####.

Review: purchased a sony sound bar from target. It was working until the remote broke. I spoke to sony for 40 min one lady said they had the remote for $20 the other man said buy universal remote for $25.With a brand new product I expected simply a replacement remote. Which was not given.

Product_Or_Service: sound barDesired Settlement: DesiredSettlementID: Other (requires explanation)

new remote sent or gift card to purchase new one

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the compaint your office recieved from [redacted] regarding the remote control of his Sony sound bar. Sony has contacted the customer and customer told Sony that he already purchased a replacement remote control.

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

Review: My phone turned on the light without any prompting on my part. Once I noticed it, I tried to unlock the screen to turn it off without any success. The light stayed on until the battery died. I then tried to charge the phone, no success. I called Sony where they took me through several steps to reset the phone and it still would not charge. After that, they had me pay to ship the phone to the repair center to have it assessed. They sent back the phone without repairing it with a letter that stated: "The unit has a Main Board Failure, right now we don't have this part available, but this unit it unrepairable." This was confussing to me, as it seemed they were admitting it was their problem, but were not going to fix it. I called the Customer Service line and talked to a representative who was also confused and did not understand why a new replacement phone was sent out instead of just returning the original defective unit. They told me they would get back to me with an answer, but never did so I called them back again. This time they explained that they wouldn't fix it because it would cost more to fix it than the price of the unit. They explained that they would not replace it becaus the repair center claimed the failure was due to "misuse". I asked if they were going to take into consideration the information I gave them about the light turning on by itself and they were unable to answer. They stated that fixing the board wouldn't fix the problem because the phone would still have the same defect. This made it seem clear that it was a defect of their product, but they still stated that they would not replace the unit. The customer service representative stated it was a clear problem with the phone, but they way the paperwork was written, nothing could be done. They can't give me any information, appear to be admitting fault, but will not honor their own warranty on their product that broke on its own.Desired Settlement: Since I paid for the phone in the first place and it does not work, I would like a replacement phone that does not have the same defect.

Business

Response:

There is an impact area on the front of the phone that has that has caused main board damage inside of the unit. The damage cannot be repaired. The impact damage is not a result of a product defect and is not covered under warranty as it is considered physical abuse. An image of the damage is attached.

Review: I recently purchased a camera from [redacted] and what I received was not what I ordered. The order number is [redacted] placed on September [redacted], 2014. I have a screenshot of the advertisement on [redacted] from Sony Electronics. I did receive this camera, however it is a re-certified item. I purchased a "New" camera and the camera I received was clearly used and it was shipped in bubble wrap and no original packaging. The item was labeled as "Brand New" condition. I am very dissatisfied with what has occurred. I reached out to both [redacted] and Sony. Sony never responded back.Desired Settlement: The camera was advertised as New in original packaging. I would like my camera replaced with a new one or a discount/credit for receiving a used and recertified item as I paid full price for a new camera.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Alpha Digital Camera SLTA77.Sony has already contacted this customer at his tel no. on file [redacted], however we were not able to talk to him due to error on his answering machine.We need him to call us back at :[redacted]US: M-F: 8am-Midnight EasternUS: Sa-Su: 9am-8pm EasternMake use the reference number [redacted]Sincerely,[redacted]

Review: We purchased a laptop earlier this year and had nothing but problems. The laptop latch came loose, the battery died, and lots of software nuisance. We contacted them with these issues about a 2 months ago and have repeatedly been calling them to find out the status on this issue. They were suppose to ship a battery to us within the week; today it is 30 days late.Desired Settlement: Please send us the battery and repair the laptop! Our reference number is [redacted]

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony SVF14322CXW. Sony has already contacted this customer and offered a refund for the unit. The customer accepted the offer and advised them that once we receive the unit we will process the check refund. Once the check if approved the customer should receive it in 7-8 weeks. If you have any questions or require additional information, please feel free to contact me at ###-###-####.

Review: on or about **MAY13 my sony TV screen blacked out (TV purchased new **NOV12) and sony was notified about the damage. It is *AUG13, I have had 3 TVs sent to my house to replace the damaged TV all of those TVs arrived to my house damaged (all had the exact same damage) and were refused. I have had to take 3 days off work for this issue not to be resolved. I am an active duty officer commanding a company stationed at [redacted], I do not want/need the additional stress dealing with a stupid TV. Not to mention I purchased a sony blu ray home theater system that would sync together, that has not been able to be used and don't believe all the features will merry up unless it is a sony TV synced to it. I am already in an incredibly stressful profession, I do not have the time to deal with a company that cannot live up to its professional reputation.Desired Settlement: I would like a formal apology from sony and I would like to be compensated for the time I had to take off as well as reimbursed for the damaged TV and the useless home theater system.

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony Product (C6606PL). Sony has

contacted the customer and Sony is waiting for customer to fax in receipt for

home theatre system.

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], upon return from a field training exercise I have sent the requested receipts to Sony and will wait for their response. I hope this will resolve the complaint.

Respectfully,

Commanding

Consumer

Response:

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

I have been at my work station in a secure government facility and have not received a single call from Sony (on the day time phone number), and have been working late nights for an training exercise. When I get home and check my cell phone (my evening phone number) I do not have any missed calls or voicemails waiting on me. I do not see how they (Sony) can say they have contacted me.v/r

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony KDL60EX645. Sony contacted customer at [redacted] last 11/** and 11/**, but has not talk to him directly, we reached his voice mail box. We left him messages and choose the option to send message in urgent delivery. We are currently investigating on the delay of the refund, that was approved on July **, 2014 under order number [redacted] and we will advise the customer once update is available. We also provide $50 gift card to customer as compensation for the inconvenience If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely,[redacted]