Sony Corporation of America

Review: I subscribe to emails through sony rewards as I buy things I earn points to trade in for more merchandise I received an email from them allowing me to earn extra point twice I had major issues with the ad and pricing first time I tried to buy a PlayStation tv it stated I would receive 10,000 points when I tried to check out the points dropped to 1,500 points I fought with them over a month with photographic evidence and multiple contacts finally they agreed to give me the points but still have not shipped the product which I had to make new contact for that now I go in the same email and try to order a control and it was priced 39.99 I go to check out and the price jumps to 59.99 I just spent the last month trying to order this at the price they show it I also took photos of this as well and sent them in an email multiple contacts and no help they told me they wouldn't do anything so here I am writing to someone that will listenDesired Settlement: I would like the control for the 39.99 with the 1,500 points as it w as s shown since the email expired on 9/*/15 because Sony waited to tell me they wouldn't help until after that and the case was open before

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony REWARDS issue. Sony has contacted the customer and connected the call to Rewards department to address his issue. We shall be monitoring this case and make sure that the customer will be provided whatever assistance is necessary.Sincerely,Jim C[redacted]

Review: I have yet another defective device from Sony, I bought a $2200 TV and the remote has failed. I yet again have received poor customer service from Sony's technical support. The Agent Jonathan id C5CI does not listen to his customers. I expressed I took the batteries out and left them out of my remote for an extended period of time to resolve the issue with not luck, I also expressed that taking my batteries out and putting them back in the in the past week had resolved the issue but today it is not working. He proceeded to asking me to remove my batteries for a few seconds and put the batteries back in to see if this would resolve my issue. When I got upset and asked him to speak with a supervisor he stated they were on other calls, then that they could not take calls from front line agents, and then finally stated he had no supervisor.Desired Settlement: I wish to have this TV bought back (either provide an RMA or return shipping label and a check for the amount I purchased the TV for) so that I may purchase a different brand of TV that has better customer service and more reliable components. I purchased the TV from my local BestBuy on 11/**/2015, for a total of $2187. I feel this is far because of the continued issues with new Sony products and the continued poor customer service.

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from Sean Brasseal about the Sony 4K Ultra HD TV ([redacted]). Sony attempted to contact the customer on 05/**/2016 and 05/**/2016 via phone but it was directed to the his mailbox. We would like to advise the customer to call Sony at ###-###-#### and make reference of his Event ID - [redacted] to discuss his concern further. Sincerely, [redacted]

Review: Frequency of repairs needed to defective Sony Vaio laptop impacting business functionality and profit.

Purchased Sony product 6 months ago to be used in Real Estate business. Product has shown defects twice since purchase. Each time the defect has been covered under warranty and product is sent to Sony for roughly one month.

The first defect (critical state of battery), Sony offered to make a reimbursement for up to $50 for a rental laptop so daily business would not be impacted. The second defect(speaker malfunction and ultimate cessation), Sony offered two options: I could pay for the replacement of the business laptop or I could do nothing at all.

Sony cares little for how their defective products effect people's lives and livelihoods.

This is what Sony thinks good customer service is: To let their customer bare the burden of Sony's defective workmanshiDesired Settlement: To receive the same treatment I was offered (reimbursement of $50 for laptop rental) during the first defects repairs due to my defective Sony product not being available for daily business use.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding his complaint with Sony VAIO SVF15A18CXB. We spoke with customer today May **, 2014 and [redacted] accepted Sony's offer to reimburse the rental cost of a laptop while his original unit is being sent to Sony for service.

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: My complaint is with Sony, not [redacted]. I purchased a Sony phone from [redacted] on 11/**/14 and the door that closes where the battery is broke off. I called Sony on 11/**/14 and the told me I have to send the phone in for evaluation and they are not willing to send me a phone to use. My phone is only 2.5 weeks old and their answer to my problem is unacceptable. If my phone were a year or more old and I had this problem I would understand having to send in the phone. The phone is not even a month old and I have a problem.I would like Sony to send me a new phone, color I have is white, Z3v is the model and I would like to return my phone to them directly. There is supposed to be a year warranty on the phone and I do not want a used phone from [redacted] using my insurance and having to pay the co-pay for the phone.I would appreciate any assistance you can give me.Thank you[redacted]Desired Settlement: New phone from Sony.

Business

Response:

We are sorry the customer is experiencing issues with his Z3v. [redacted] does offer an in-warranty swap if the phone has no physical damage. However, Sony is willing to evaluate the phone but must first examine it before any repair/replacement is offered. The customer may contact our Call Center at [redacted] between 8AM and 11PM EST to arrange for an evaluation.

Consumer

Response:

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

I am aware of the [redacted] insurance program and I do have a co-paywhich I am not willing to pay and get someone else’s refurbished phone. Ijust purchased this phone brand new with a monthly payment of approximately$25.00 a month, which will equate to $600.00 when my payments are complete. Iexpect a new phone in return; this is clearly a manufacturer defect. As I stated previously my phone was only alittle over 2 weeks old when I encountered this problem and this is clearly amanufacturer defect. The battery chargerdoor just fell off and/or detached when I went to charge my phone. I amwilling to send Sony pictures of my phone, I have not abused it in any way whatso ever. My phone is in perfect workingcondition with the exception of the battery charger door. I expected more from Sony branded cell phone. My husband and I are loyal Sony customers andwould hate to have this incident deter me from further purchases’.If I send my phone to [redacted], they ([redacted]) will send me a refurbished phone of the same model but I will still be paying for a new phone. Liken this to buying a brand new car and after two weeks and 1000 miles of driving the car develops a problem. You then take the car back to the dealer and and the dealer gives you back a same model car which has 10,000 miles driven on it. Not the same car just the same model car. You're paying for a new car but have just been given a used car because the new car had a problem. Somehow this does not seem fair.[redacted]

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

Sincerely,

Business

Response:

If the consumer does not desire to use the [redacted] warranty program, the consumer can make use of the Sony Mobile Communications warranty program.To make use of the Sony Mobile Communications warranty program, the consumer must call: ###-###-#### and request an RMA to return the phone for repair.The consumer's phone will be repaired and returned to the consumer.Sony Mobile Communications

Consumer

Response:

Sony sent me a new phone, this complaint is resolved.Sincerely,

Review: This is a complaint about:

NOT Receiving a warranty replacement for headphones MDRE82 8LP/SLV which have already been returned to [redacted]

with a [redacted] tracking and a W/O number [redacted] sent to Sony Service Center [redacted] with [redacted] tracking [redacted]. It arrived on Feb [redacted] 2014 three months ago nearly.

Initially a woman at Sony on the phone gave me the work order and asked me to send in the headphones at a cost to me

for replacement.

There is no way of communicating with Sony now as Sony refuses to communicate about sending me the replacement

headphones and will not communicate properly about this via email, and when I call

hours and hours are needed to reach someone. In other words I am being given the run-around

with no replacement headphones sent to me.

So now I would like the replacement headphones sent

to [redacted] It would also be nice to receive a gift of some kind in addition for all the trouble and time I have wasted

in trying to get my replacement headphones.

Sony is no longer an honorable company in how it is treating its customers.Desired Settlement: Replacement Headphones NEW

And a generous gift of some kind for all the hours wasted in sending 20 emails or more and wasting

3 hours on the phone getting nowhere.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about the Sony Headphones MDRE828LP/SLV. We have been trying to get in touch with this customer since May **, 2014 regarding her replacement or refund options. We sent her a Contact-Us email on May **, 2014. We are currently waiting for the customer to call us back so we can discuss her options.

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:

June [redacted] 2014

Dear Revdex.com

This complaint has NOT NOT NOT been resolved.

The company have not emailed me and more importantly has not replaced my headphones that are defective need warranty replacement and which Sony have had since Feb 2014. Sony informed me to send them to them for replacement gave me a work order number and I sent them the receipt showing the headphones were bought new from [redacted] (attached) so what Sony is saying now is not true and is nonsense!!!!

I have attached the receipt for buying the new Sony earbuds

from [redacted] - it is pasted below and is attached as a pdf. I sent a copy to Sony [redacted] with the headphones for replacement in February [redacted] 2014. So I do not know what Sony are trying to say since they have had the receipt since February 2014. (Repeat)

Here is the [redacted] order of the Sony Headphones that were new

Final Details for Order #[redacted]

Print this page for your records.Print this page for your records.

Order Placed: July **, 2013

Order Total: $9.44

Shipped on July **, 2013

Items Ordered Price

1 of: Sony MDRE828LP/SLV Lightweight Earbuds (Silver)

Sold by: [redacted]

Condition: New

$9.44

Shipping Address:

Shipping Speed:

Standard Shipping

Item(s) Subtotal: $9.44

Shipping & Handling: $0.00

-----

Total before tax:

$9.44

Sales Tax: $0.00

-----

Total for This Shipment: $9.44

-----

Also here is a record of my shipment with tracking of the defective headphones to Sony in Feb 2014 by [redacted] Label Number: [redacted]

Tracking Number: [redacted]

delivered

Sony over the phone after being on the phone for more than an hour - had given me the go ahead to send the defective earphones back to them for replacement and the receipt was in that package with the headphones in Feb 2014.

I will not contact Sony via phone since 3 hours has already been spent and wasted and lost on the phone . I called your office Revdex.com New York but you were closed at this time and no messages can be left.

I have not received a prior communication from you about Sony and the issue of my headphones that were returned to Sony at [redacted] for warranty replacement in February 2014 - is NOT RESOLVED.

No replacement was given or sent to me - at any time by Sony. Only a waste of time, asking me to send the defective headphones to them, doing nothing about it, cost of postage and complete waste of time. I now should receive top of the line headphones from Sony for the time I have wasted with this transaction that

has resulted in nothing but a waste of time and money

Attached is the receipt for purchase of new Sony Headphones in July 2013 from [redacted] - and the united states post receipt sending the defective headphones to Sony in Feb 2014 and work order [redacted] that a [redacted] Sony representative gave me over the phone when she instructed me to send the defective headphones to Sony [redacted] Texas for replacement.

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 MDREX58V Headphones.Sony has contacted the customer but was unable to get hold of her, we left her a message about the check. We already requested for a another check for the customer. This will be under order number [redacted] for the amount of $13.44 as the customer requested.I reviewed the customer’s file, it is showing in our database that the order for the check refund was approved on 01/**/2015. Please allow up to 4 - 6 weeks. Unfortunately I cannot provide an exact date when it would be delivered. This is not how we normally does business, but due to some system glitch we encounter this kind of delay. We apologize about that.Sincerely, [redacted]

Consumer

Response:

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

[Your Answer Here]

The check in the mail is not money in the hand! Everything about Sony's interaction has been to delay, and annoy so far!!!!!!!!!!!!

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

Sincerely,

Review: Case #[redacted] - Sony has appeared to have lost my laptop that I sent in for repair

I sent in my laptop for a repair under my ADH warranty sometime around September [redacted]. I received a contact on October [redacted] (way later) saying that my laptop was tested, and not found to be malfunctioning, and that the damage could only have been caused by me. I already explained this to the representative on the first phone call which means the first contact was not listening and not helpful. That means she wasted my time, and your company time, uselessly testing my computer for a fault that we already knew was accidental damage.

None the less, the representative that day told me my laptop was being repaired, and would be sent back within 5 days. I logged in to the Sony support site to find a [redacted] tracking number generated October [redacted], setup for overnight shipping.

It is now October [redacted]. The [redacted] tracking has not changed from "Label Created." I have been on the phone, bounced around to various different departments, even told to call [redacted] who has NO IDEA why you would tell me to call them.

I was told to call [redacted] twice and give them the reference number [redacted] said the only information they had for a product in my name, address, or phone number is my Jawbone UP geeksquad plan. They said that if I hadn't dropped it off at [redacted], didn't buy it at [redacted], or have a geeksquad policy for my laptop, it would not have been sent there, the opposite of what every service representative from Sony told me.

The second to last representative from Sony I talked to today (6 or 7 in total, including being routed multiple times to the wrong department) told me he would escalate my case, and that I should report it stolen/lost to the police and send proof of purchase to the [redacted] email. I feel like I shouldn't have to do that, since I'm not the one who lost my laptop - you are. I figured before I reported it stolen to the police, I'd give another chance for someone in management to call me. I was also told I would need to call [redacted] to receive the tracking number for the box I sent back to Sony originally, as I have lost my [redacted] receipt. I'm not sure why Sony wouldn't have the tracking number they sent to me in the first place. I asked to speak to a [redacted] twice and both times was told [redacted]s weren't accepting calls.

The very last person I have spoken to was incredibly kind and tried her hardest to help me. She came back to the phone saying my laptop is with the QA team ensuring that it would leave your facility sometime next week. Next week is CATEGORICALLY

unacceptable. I have waited too long for this laptop to be returned to me. It has been almost a month now, and supposedly (according to your own website) mailed out on the [redacted]. I again asked to speak to a [redacted]. She informed me that she could "get on her knees and plea" to her [redacted]s to speak to me, but that they do not speak to the customers and would not for me either. That is a horrendous policy that she is forced to follow. She told me instead that I would have to send an email like this to have my issue resolved.Desired Settlement: I would like my laptop either found and returned to me, or a new one sent to me. As well, I believe I deserve some sort of compensation for this. I have lost time I could be working with my laptop. I have a job and school that requires me to have my computer and they have had it too long to even be REMOTELY reasonable.

Business

Response:

Dear Dispute Resolution Services,

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVE14A390X. Sony has contacted this customer and was offered a one time accommodation to replaced the battery, a $50 GC as a compensation and a reimbursement up to $120 for the Windows 8 key purchase provided that he will send the receipt to Sony. Customer accepted the offer.

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 accepted the terms with the condition that I am contacted by someone with corporate in order to lodge a further complaint. I accepted the terms because both representatives I was contacted by from the Customer Relations department refused to understand why I was upset that they returned my computer back to me after a month with only half the requested repairs completed and a missing Windows 8 key, and after two additional hours to all the hours I've previously logged with Sony customer support, I gave up on the company ever adequately responding to the complaint. All requests to talk to a [redacted] or [redacted] were denied. I informed Sony that I wished to talk to someone from corporate, and not somebody from a call center. Especially since the representative I talked to from Sony Customer Relations didn't seem to understand how computers work.

It was a struggle for me to even get them to concede to sending me the battery that they were already supposed to have replaced, and didn't, and to get a $100 Sony Gift Card for all the trouble they put me through (no where near the cost of having lost my computer for a month and the time spent on call trying to figure out where my laptop even was. I should not have had to pursue the company through the Revdex.com, [redacted], email, and phone in order to get someone to tell me where my laptop was. I was not given this information until [redacted] marked my package as delivered 9 days after Sony supposedly sent it via overnight shipping.) When informed that they had taken my Windows 8 key from the bottom of my laptop and not replaced it, the representative said she would turn the $100 gift card into a check that I could use towards my purchase of a new key - so now she wanted me to use the money they were offering me in compensation for my lost time to replace a product that I had and they removed. $100 isn't even enough for a Windows 8 key. After fighting some more, the representative finally said "You know, I'm not going to argue with you anymore. I'll give you full reimbursement for the Windows 8 Key ($120) and a $50 Sony gift card, is that okay?" We accepted, and informed her that this was still in addition to the replacement battery they sent, and that we still wanted to speak to someone from corporate.

As of today, I haven't been given any [redacted] tracking numbers to prove that a replacement battery has been sent (Sony having a bad track record with this for me already), and I have not been contacted by anyone from outside of a call center, as requested.

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 VAIO Laptop. We already contacted the customer and offered him a buyout for $987.98. Customer accepted the offer. We have sent him a settlement letter that he needs to sign. Once settlement letter is received, buyout will be processed. Turn around time for check is 4-6 weeks. 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 60" Flat screen TV made by Sony at [redacted] on Feb **, 2015, it is still within the 12 month warranty and the picture has stopped working completely. I spent the entire day on the phone with [redacted] and then Sony, they kept telling me they needed different things, put me on hold, disconnected, kept saying "I don't know why the previous rep told you that, etc. Finally tonight I was on the phone with the supervisor Sam [redacted], and he said they refuse to honor the warranty unless I send them smart phone pictures of the screen (which since they tried to "reboot" it now is even worse. I explained that we have a very limited budget, this was a big savings splurge for us, we only have flip phone with no internet, and have no way to send a photo. He actually laughed, said then they will not help me. I told him the model number, serial number, date of purchase, can provide proof of purchase, etc. He said there was no one of higher authority or customer service, no one he reports to, no number for corporate, and they will do nothing. This TV on a very big sale was almost 800.00. It is not even paid off yet. There has to be something that requires a company to honor their defective products warranty. Like an it I chose Sony over numerous cheaper brands because I wanted reliability. Can someone please help me?Desired Settlement: Repair or replacement of defective product still under warranty

Business

Response:

Dear Dispute Resolution Services: Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted]. Sony National Customer Relations contacted the customer via email and was advised that they will be in contact with the Sony's service team to check if a technician will be dispatched to do the evaluation on the TV instead of the customer sending us the pictures. Sony will update the customer within 24-48 business hours. Thanks, 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:

The email from Sony was sent on Friday and said they would get back to me in 24-48 hours about a technician to "service" my defective tv. It is afternoon on Monday, 3 days later-there has been no contact from a repair service or Sony so far.

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

Sincerely,

Business

Response:

Dear Dispute Resolution Services:The turnaround time to process the order for the replacement TV usually takes 5-7 business days. The customer was advised about the replacement offer on 01/**/2016 which was still within the time frame when the customer responded to you (Revdex.com) on 02/**/2016. Now, according to the CEVA tracking number - [redacted], the replacement TV was already delivered to the customer on 02/**/2016. Thus, Sony considers this case resolved.Thanks, Joe B[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,

I would be very hesitant to purchase a Sony product again because of the great difficulty in getting them to honor their warranty, and the rudeness of the technical issues manager to several calls, and the unresponsiveness of Sony Corporate to the complaint about their lack of assistance. It is insane that Revdex.com has to get involved to get them to honor a simple warranty. Disappointed that a refurbished tv was provided, but at least this is over. Thanks to the Revdex.com for their attention in achieving resolution to this matter.

Review: The day I received the Sony Vaio E Series youtube videos would hesitate and stutter. 1. Video games would lock up the computer for several minutes. 2. The screen would freeze on [redacted] and [redacted]. 3. The keyboard rattles as I type, feeling as if it's hollow or been placed on carelessly. 4. I can not upload photos to [redacted] without the computer crashing. 5. YouTube videos will not play without stuttering or forcing themselves out of full screen back to little screen. 6. Videos on youtube will not play video, but just a black screen until I hit refresh. I will provide links to youtube showing all these problems I am detailing.

All the problems that continue to occur makes me wonder if I was sold a refurbished computer when it was advertised as brand new? The customer service for SONY is superb. But each time I request help that's closer and closer to the expriation time on the warranty. And the problems still persist the same way they have from day one. Finally I requested information about returning the PC and I was not answered. I worry that the warranty on the laptop has expired and I will not be able to have any issues resolved.

1. YouTube example - Not Displaying Video

2. YouTube example - Stuttering video

3. Sony Vaio Locking Game Up after Task Manager

4. Sony Vaio E Series Audio Lock up, Internal Video issues

5. Another Sony Vaio Freeze Up, CTRL Alt Delete no response [redacted] 6. Sony Vaio crashing on [redacted] Photo Upload [redacted] 7. Game locked up mid game, Task Manager delay, bad music skipping [redacted]Desired Settlement: I would like a proper mailing box with packing and return postage on the package mailed to me so that I can mail the laptop back to where it needs to go. I would then like a full refund, or a brand new sony vaio of the same model as a replacement and in proper working condition. I will provide youtube links to what happens with the computer all the time. If this issue is resolved I will remove the youtube links.

1. YouTube example - Not Displaying Video

2. YouTube example - Stuttering video

3. Sony Vaio Locking Game Up after Task Manager

4. Sony Vaio E Series Audio Lock up, Internal Video issues

5. Another Sony Vaio Freeze Up, CTRL Alt Delete no response [redacted] 6. Sony Vaio crashing on [redacted] Photo Upload [redacted] 7. Game locked up mid game, Task Manager delay, bad music skipping [redacted]

Business

Response:

Dear Dispute

Resolution Services:

Thank

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

received from [redacted] Regarding the Sony SVE1712BCXB. Sony has contacted

the customer and offered troubleshooting but the customer has not been near the

computer. Sony's one year limited manufacturer warranty offers troubleshooting

and repair if needed but Sony will not refund the customer for the computer.

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]

I have not recieved any tech. assistance from Sony.

1. They called me and asked for my serial number. I returned the call and they did not know what I was talking about. So I had to explain this all to them. I gave them my serial number. They told me they could not help right away and for me to call back.

2. They called me back and asked for the Sony number. I called them back and gave them that number. They told me to call back.

3. They called me back and told me to fax them my buyer slip. I told them that after all this time it's hard to find the slip. It's as if they're trying to draw this process out long enough so they don't have to resolve their technical problems with their product.

I love SONY but right not if feels as if they are stringing me along since January or February when the computer first continued to display video card , and internet browsing issues. They've never offered to truly fix their computer they sold me. They always send me automatic responses that are not personal. The links they provide never fix the issue.

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

Sincerely,

Consumer

Response:

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

[I love SONY, and I hate that this particular situation has occured, but the response is not accurate. SONY has not called or emailed me in 4-5 months. I have kept all my correspondence. I made a call to their tech department back in September or October of 2013. The entire ordeal was extremely complicated and each time I called back I never had a resolution. One time the phone was even disconnected. I do not understand why this is so complicated for SONY to resolve with as big of a company as they are. All I asked for was for them to honor their warranty, send me a post marked box to mail back to them, have my Sony SVE1712BCXB repaired, and that was it. But for some reason it's been impossible for them to comply. I feel like they're waiting out the warranty time so they will not have to fix the problems with their product. I still have video evidence of each time the computer failed if I need to re-upload it. Here is a link , each video is appropriately marked SONY VAIO [redacted]

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 SVE1712BCXB. Sony has not been able to contact this customer either by phone or email. Our plan is to send the customer a box for the computer to come to our service center. The computer will be repaired under the manufacturer’s warranty as long as the unit has no physical damage.

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

Sincerely,

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

Review: I purchased a Sony Vaio L 24inch All in One desktop ( SVL24147CXB) along with an extended warranty from Sony on 8/**/13. By February 2014, the LCD screen started showing signs of banding and flickering in all modes of operation. I called SONY, and after some troubleshooting on the phone, it was decided that I would have to send in my machine to their [redacted] facility to be repaired. I was told that it would take about 10 business days before I would see the unit.

Sony received the computer on 2/**/14, and over the next few weeks, the product was on hiatus as they kept having to replace a daughter board part that was on back order. According to the site, the PC was with a technician at least 3 times as they had to keep ordering that part. It must be defective by nature. Finally, the computer was returned to me on 4/*/14, which is OVER A MONTH LATER. That is a huge departure from "10 days."

When I received the computer, I noticed that their [redacted] facility does sloppy work. My computer was sent to them in pristine, and like new condition (which it was, since the computer was only 7 months old before the LCD went bad) since I take care of my EXPENSIVE purchases. Plus, it is a desktop. It doesn't have to be moved. Back to when I received the computer, and the sloppy work. The back and top of my computer had scratches all over it. I'm guessing from whatever they used to hold it up to repair it. There was also a half ripped sticker just sloppily left there. They took no pride in repairing an expensive piece of machinery that they sold me.

Then, and here is the kicker, I notice that my computer was only showing as having 4GB or memory when it came with 8GB. I called the support number to ask about this and after troubleshooting, they wanted me to send the unit back to TEXAS, so that they could determine what was going on. In all fairness, the rep that I spoke with did try to get me a technician to my home, or to send me the RAM that was missing, bu he was not allowed any of those options. Only to send it in for repair and be without a computer for who knows how long. I asked for a [redacted] and was told that they were gone for the evening, and to call back the next day.

Frustrated, I went ahead and opened up the user replaceable memory slot, and found that the technicians at the SONY [redacted] OFFICE DO SLOPPY WORK! The memory stick was not properly inserted and thus the computer was not detecting it. It was hastily dropped in, and the casing barely screwed in correctly. Seating the memory correctly fixed the issue.

I called Sony back 2 days later and told them to cancel the repair as I had fixed the issue myself. I asked to still speak with a [redacted] due to the horrendously sloppy work and case damage done to my still new computer. I got the runaround from the customer service rep who did not want to get me a [redacted]. I got his employee ID which is [redacted] and informed him that this is unacceptable work, and it's incredible that SONY would simply shrug it off. Perhaps this is why they have lost so much business over the last decade. Shoddy work and customer service along with hostile policies.Desired Settlement: The best course of action would be an exchange to a new version of the same exact model without all the scratches, or for a technician to come to my home and refurbish this one to like new for me. Other than that, an apology and an upgrade to 16gb of ram for my troubles would be acceptable and cost effective for SONY and myself.

Oh, and for SONY to fire whoever does such sloppy work in their Texas offices. It's costing both the company and your customers both time and money. The EVENT ID number is [redacted] and if you need pictures of the scratches and shoddy work, then I will be happy to provide.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VAIO SVL24147CXB. Sony had been trying to contact this customer since April **, 20144. Sony spoke finally spoke to this customer on April **, 2014 where Sony requested a copy of his receipt. Sony has received a copy of the receipt from this customer on May *, 2014 and has agreed to provide [redacted] a refund for his Sony VAIO Computer. Sony’s most recent attempt to contact [redacted] regarding the refund option of his computer was May *, 2014. We have not heard from customer to date.

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

Review: I bought a Sony Xperia z2 when I went on vacation in Taiwan from an official SONY STORE. It is not smart to buy an expensive item when traveling but I thought Sony is a big cooperation and there will be no problem with the phone, or the customer care. However, 10 days later, I was back here in the USA, the back glass of the phone cracked by itself (which I went online and millions people have the same problem, my phone is brand new without any tiny scratch or dent and the glass cracked BY ITSELF). It is a really expensive phone($800) which I don't might paying, but to get defective in 10 days is crazy. I call Sony USA and they refused to fix the phone for me even I offer to pay (which I am not supposed to)> If SONY don't fix it for me the who is supposed to? I have had the xperia Z, Z ultra, the Z tablet, the Nex 5 camera, the 55 inches 3 TV all from Sony and I would never contact to fix anything (anything break after about 6 months I would through it away without trying to fix it) but 10 days for a $800 phone is a little much and they refused to fix it. I have no trust in Sony anymore that I might not buy any Sony item any more even though I really like them. I would not recommend anyone I know to buy a Sony product anymore.Desired Settlement: I just need my phone to be repair and an explanation.

Business

Response:

We are sorry to read the customer has had trouble with the Z2 he purchased in Taiwan. The Z2 will not launch in the U.S. until July and we will not have parts until that time. The customer is welcome to contact us at [redacted] between the hours of 8AM and 11PM EDT to setup the repair on or after July **, 2014.

As a courtesy, Sony Mobile will repair his phone free of charge at that time as long as no damage to the main internal board is found.

Review: On 5/**/2014 I purchased a Sony TV xbr65x850a with a fmpx1 media player from hhgregg based on a product comparison from Sony's web site. I compaired the xbr65x850a (2013 model) to the xbr65x850b (2014 model) and noticed several differences. Under Model Features: ... 1-year of Netflix® and Hulu Plus™, HDMI® 2.0 support for next 4K video formats (Free upgrade). I have printed out several copies of this web page.

The free Netflix and Uulu Plus are not being offered and Sony customer support said there was nothing they could do. I was told the free upgrade to HDMI 2.0 was a hardward (chip that needed to be installed by a service person) and a software upgrade. The Sony customer support said that it was only a software upgrade. So I just was the truth on HDMI 2.0 free upgrade.

This is still on Sony web site under compare models as of May **, 2014 11:00 am.

Under the description of the fmpx1 medix player (which is no longer up on the Sony site) "The 4K Ultra HD Media Player comes preloaded with over 50 free videos, and a free download of the summer blockbuster Elysium, featuring Matt Damon and Jodi Foster". Only 2 - 9 minute info info videos, not one full motion picture even though several are pictured on the box.Desired Settlement: 1) free Netflix and Uulu Plus for a year or the cash equivalant (about $200)

2) the hardware chip installed

3) download of a few full length 4k movies (at least 2, ones that were pictured on the box and or Elysium)

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony television XBR65X850A. We spoke with the customer today and we requested him to fax in a copy of the invoice for his 1 year Netflix/Hulu subscription and we will facilitate refund. The customer agreed and we are currently awaiting for copy of the sales receipt.

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]

1) Last week, someone from Sony called to confirm that the ad was still on the Sony web site and offered to reimburse me directly for 1 year of Netflix and Hulu.

H. H. Gregg refunded me $200 because of Sony’s ad. Although H. H. Gregg said I could still complain to Sony, I believe it would be unethical to pursue a second reimbursement from Sony. Therefore, problem #1 is resolved.

2) The Sony rep also confirmed that the hardware upgrade for HDML 2.0 was already installed in my set. I believe the Sony rep, so problem #2 is also resolved.

3) However, the Sony FMP-X1 media player web page is still up. It states the following:

“A thrill to behold: 4K Ultra HD. Introducing the world's first in-home media player to bring you 4K Hollywood hit movies(1). Four times clearer than HD, Sony's Video Unlimited 4K service allows you to rent or purchase feature films, TV shows, documentaries and more(2). The 4K Ultra HD Media Player comes preloaded with over 50 free videos, and a free download of the summer blockbuster Elysium, featuring Matt Damon and Jodi Foster.”

The address is: [redacted]

This ad is deceptive in several ways. First of all, most people in the world would think “video” means “movie”, but apparently not Sony. Not one movie (feature film) was preloaded. I counted 40 clips or shorts, most of them 2 minutes long, some a little longer. (The ad said 50; where are the other 10?) Elysium was not loaded and there was no information on how, or when, to download it.

Pictured in the ad is the startup screen for the 4K media player. The ad has “play” listed below each of the 10 feature film titles shown on the startup screen (leading people to believe that these are part of the 50). When I ran the media player, my startup screen read “rent or purchase” below each of the 10 film titles. If this is not bait and switch, I don’t know what is. Issue #3 is NOT resolved. What I want is to have the 10 videos pictured in the ad (which includes Elysium) download to my FMP-X1 at no charge.

4) I discovered an additional problem not mentioned in the original Revdex.com complaint: my set will not play 4K Netflix content. (Sony case # [redacted]) I mentioned this briefly to the Sony representative and he said that something was in the works for the summer on this issue. I think he said that a service technician might have to come out, but he was not sure of the specifics. The TV set needs to be fixed or replaced to resolve this issue. (Right now, I’m locked into purchasing 4K content only from Sony.) This new problem (#4) is NOT resolved.

Thanks,

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

Sincerely,

Business

Response:

Thank you for following up on this matter. Sony spoke again with [redacted] and informed that the 10 4k movies are no longer available as the program for this has expired already.

Regarding the issue of getting a 4K content, the customer has spoke already with our product specialist team and it was explained to him that he has to purchase a FMPX10 Media Server.

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

Review: in June [redacted], I sent my phone to the Sony Service center for repair, for a second time since it was deffective: the issue is my phone would constantly shutdown without any reason. the phone was sent to Sony's repair center, after 2 weeks, they informed me that they found that my phone was deffective, but they could not issue me a replacement, since they could not find an identical model in their stock. (majority of their phones were deffective).then after a week later, I received a call from their replacement center, and they informed that they would issue me a model with Similar settings: Sony Xperia ZR, but it has been a month and a half that I haven't gotten anything. each time I call them, they ask for my case number or phone number, they put me on hold for an hour, then they hang up on me. i'm left without justice, they stole my phone, I can't speak to them since they always put me on hold when speaking with an agent, now I just want a refund for the phone I purchased. Service Request: [redacted] RMA# [redacted]Desired Settlement: Refund of the money I spent to buy the phone.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Xperia LT30. Seems like the customers unit is already for replacement according from the letter. Sony has tried to reach out to the customer twice. Unfortunately the telephone number he provided doesn't accept incoming calls.

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

Review: I shipped a Sony mobile device to the repair facility after experiencing an issue with the phone that was deemed to be a manufactures defect by customer support over the phone. I was instructed to ship my phone to the address provided using a trackable shipping method and I would be notified when my repair was completed, my RMA number is [redacted]. I shipped my phone through FedEx, the tracking number is [redacted], on 7/*/14, and the package was delivered on 7/**/14 to the repair facility and signed for by [redacted]. After seeing the phone was delivered I waited for the 14 business days that was suggested to wait before checking on the RMA status. After the 14 days had passed I called just to get an update on where my phone was in the process, at that time I was given generic responses and no definite answers to where my phone was. I wait a few more days and called again to speak with a supervisor to have them check with the repair facility, at this time the supervisor told me they would have to email the repair facility and wait for a email back on my status. On 7/**/14 I was informed after calling back to check again on my phone that the repair facility received my package but stated that there was no phone inside of it and that I needed to speak with FedEx to file a claim. I personally packaged the phone in a FedEx office and know that my package was sealed with a phone inside.

I contacted FedEx and they stated that because the package was delivered that they would only cover up to $100 due to the item not being insured for more. At this time I called Sony Repair facility numerous time to speak with someone because my phone had been delivered as far as I could see and then lost. Every time I called and spoke with someone they would refer me to FedEx and state that it was not there problem. As far as I can tell my phone was delivered to the repair facility and was signed for, what happened after that point is out of my control.

I have spent hours on the phone trying to find where my phone is only to have each side point the finger at the other. FedEx is claiming that the package was delivered, Sony is claiming that they received a package that was empty. I have been a loyal Sony customer and this is going to cause my to find a new company to buy my electronics from.Desired Settlement: I would like a replacement phone to be sent to me. I sent in a Sony Xperia Z1S for T-mobile.

Business

Response:

We are sorry that the customer’s package arrived with no phone inside. Unfortunately, the phone was shipped in an envelope (see the attached image) and apparently broke free of at some point during shipping.

In the RMA notification email we sent to the customer, we recommended that the phone be packed in a sturdy corrugated, crush-proof box. Within the same email, we recommended that insurance should be purchased to cover the value of the phone. This email is attached with those specific areas highlighted.

We are sorry the customer did not follow our shipping recommendations and has incurred the loss of his phone. We suggest he contact FedEx about this issue.

Review: I bought a TV one year and the half ago with a warranty of 2 years. Last month it got broken it just didn't turn on at all. I called the stored and they told me that I had to call the Sony Customer Service first. So I was on the phone with them they were telling me step by step what to do to see if we could make the TV work. but nothing work. so I called the store again and they said that they were going to replace the product that it was going to take 5 to 7 days to get the new TV, but it never came. After 10 days I called again the store again and they dais it was nothing on file, so this time they even took my debit card information in case I don't send the damaged product once I got the new one. They said that now the claim was on file and it was going to take 5 or 7 days to send the new TV. but now it has been two weeks more and nothing has come. And now I am just done with them, I am so tired to waste my time with them. To get to talk to someone takes almost an hour they just keep transferring me from number to number. They say call this number. then when I call the other number they say oh you have to call this other number, its just ridiculous the TV broke a month ago. I paid my warranty for two yearsDesired Settlement: I just want them to send me a new TV

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about her KDL60EX645 television. Sony has tried to reach out to that person 8/**/14 and 8/**/14 via phone call but wasn’t able to reach her. She didn't respond as well to the voicemail that we left. Customer's unit is already out of standard 1 year warranty. We would like to know from her where she bought the 2-year Extended Warranty. If it's purchased from Sony,we'll process claim using the Extended Warranty; if from 3rd Party, we'll refer her to where she purchased the Extended Warranty from.

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

Review: Sony has failed claim # for the missing Sony Camcorder I never recieved

Model Number: HDRHC7

Product Serial Number: [redacted]Desired Settlement: Model Number: HDRHC7

Product Serial Number: [redacted]

Provide a working replacement that will play the same tapes as the above Sony Video Camcorder they lost.

Business

Response:

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his Sony HDRHC7.

Sony tried contacting customer back 10/** and today 10/** 11:17 am Eastern standard time, no answer. We left him VM, advised him call back number and operating hours. So we can discuss the options we can provide for him.

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

[redacted].

Sincerely,

Review: im a tmobile customer that bought a z3 that sony is offering 6 free movies and a free game digital download. I purchased the phone from a store and they said the z3 d6633 can take 2 simcards and that is the only difference so bought it. I cant find the movies or digital download and the store doesnt offer that they said contact sony so I go on chat and the customer service rep asks me whats my issue , I explain it to him and he says sorry he cant help and I should call this department and gives me a number for an ADULT CHAT LINE! I asked himis this a joke and he provided the same number again.

Now I had already called this number once since he gave it to me so now I was angry at him. Im a married man and ive just called a chat line and this guy is not caring about the outcome or how I feel.

I have the chat message saved and ive taken a pic of the chat also. its very bad todo that to someone.Desired Settlement: I want those promos offered and I want to be treated with a bit of respect.

Business

Response:

We apologize that the telephone number provided to the consumer during the online chat was incorrectly typed by the agent. The correct number has been provided to the customer.The customer also asks about a promotion for the T-Mobile Z3. The customer mentions in his complaint that he purchased a D6633. Unfortunately, that model is not eligible part for the promotion Sony is offering.

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 Believe they are not clear on the promotion and I was given the wrong number three times by the rep not once the number was to an adult chat line that I had a very unusual and disturbing conversation with my wife after I called that number by following the reps directions. I believe they are just saying sorry and thats not enough because I had to clear my character for what they made me do.]

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

Sincerely,

Business

Response:

We again apologize for the incorrect telephone number that was provided to the customer. Sony will be sending the customer two $5.00 vouchers to use and enjoy with Sony Entertainment.

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 think it would be fair if Sony would give the code for the digital download of thier promotion that I was calling about in the first place until I was given the phone number for an adult chat line and got into a argument with my wife because of it. The digital downlad was for a game called "driveclub". That would be appreciated more than just two $5 coups to use on their site. ]

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

Sincerely,

Review: Sony put a7R Full Frame Mirrorless Camera on Sale for $199 on its website on 5/**/2015, I put one order and got the confirmation email from Sony few mins after my order. Today 6/*/2015 Sony sent an email said they canceled my order due to item unavailability. Based on my research this item is still available, the only reason is Sony doesn't want to sell it at that price. If Sony doesn't want to sell it why put that price on their website, and accepted the order.Desired Settlement: Sony should honor their price on their website and deliver that camera based on the order details.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. We already contacted the customer and we explained to him as to why the order was cancelled. We sent him an email regarding the issue. We would like to apologize to the customer that his order has been cancelled due to website’s system update. Sony initiated to cancel the orders as the website did not show the actual price of the unit. Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. Sony reserves the right to reject any order the customer place with us, and/or to limit the quantities on any order. For terms and conditions on ordering an item from Sony, please click on this link or paste it on the browser: http://store.sony.com/helpdeskcategory/helpdesk-safety-security-and-privacy-cate...⇄ Sincerely,[redacted]

Review: I recently purchased a Sony DSCRX100/B camera for my wife as a birthday present from the Best Buy store in Huntsville, Alabama on September **, 2013. I paid $599.99 plus tax for the camera in addition to purchasing a spare battery for the camera at a cost of $32.99, a memory card at $12.99, and a case at $13.99. So basically, I have spent $712.76 on this camera. When I purchased the camera, it came with a 1-year limited warranty from Sony which would cover the replacement of any defective parts on the camera. After about three months of using the camera, the camera began to not work properly. When the camera was turned on, it would immediately go into USB mode and lost all functionality. I contacted Sony concerning the warranty which came with the camera, and shipped it to the Sony Repair Center in Laredo, Texas as per their instructions. Needless to say, I was contacted by Sony last week (March **, 2014) saying that they would not honor their warranty due to physical damage on the inside of the camera in the form of corrosion. This camera has been kept in a drawer in our bedroom (which is climate controlled) when it has not been in use. It has never been misused or used in any kind of manner where water could have got on the inside of the camera to cause corrosion. As Sony was not helpful, I contacted Best Buy where the camera was purchased. Basically, I was told that since I did not purchase Geek Squad protection with the camera, there was nothing Best Buy could do. So the facts of the matter is that Sony sold a poor quality camera to Best Buy, and Best Buy turned around and sold a poor quality camera to me. Sony has their money, Best Buy has my money, and all I have is a $700 dollar camera which will not work. My expectation was to purchase a nice camera for my wife, and have the camera function under reasonable conditions of use. Neither Sony or Best Buy wants to own up to the poor quality product which I unknowing purchased.

Product_Or_Service: Sony CameraDesired Settlement: DesiredSettlementID: Replacement

All I desire is the camera be repaired or replaced with another camera of equal value.

Review: This is a camera I love and have recommend numerous times and probably at least a dozen people have bought it on my advise. They have now lost my business forever.

Felt completely helpless and cheated. I was polite and accurate the entire time but was treated as if I was the one to blame. They can literally be at fault and then claim it's your fault! Felt like I was in a system where I was wrong and not even allowed to submit any proof while they had no proof. The customer is there lowest priority--worst customer service I have ever experience.

Here is a summary:

- Paid the $220 flat service fee to fix a camera that I can get new for $440!!!

- 4 weeks (over two services) when I have no camera with no response

- Send me back a camera that was still majorly defective

- 8 frustrating hours on the phone with multiple Sony reps trying to resolve issue

- Never call back even after saying they will numerous times

- Don't follow their own policies and ignore you when you point it out

- Refuse to listen and escalate the issue--you're simply not worth it to them

- Make statements without any proof

- But refuse to even allow me to send photos proving they are lying

- I just could not take it anymore and just consider my money and time stolen

Here are some of the reps I chatted with: [redacted]), [redacted]), [redacted]), [redacted])

The Tech Rep never even bothered to call back so I only know his name is [redacted].

--- Some Call Notes --- [redacted] 05/** @ 4:00-5:15PM Called [redacted]): guaranteed that I will get a call from service rep in 24-48 hours.

05/** @ 3:30-4:45PM Called [redacted]) still no call from [redacted] the tech rep, refuses to escalate to [redacted] multiple times, try [redacted] twice and still no response, advice to basically wait another 2 days without any recourse or plan going forwards.

05/** @ 6:00-7:15PM Called [redacted]) still no response and same attitude. once again refuses to even accept my photos that show that they are absolutely wrong. They have no photos to prove their point but won't even accept mine when I can prove what I am saying!

05/** @ 5:15-7:00PM First reps hangs up!!!!!! Late Hour Support ###-###-####. Called [redacted]) won't even put in the simple request for a cleaning even if I PAY for it--this is so absurd that I don't even know what to think. Claims they don't do partial repairs though they sent me a partially repaired still defective unit!

Not even worth my time. Consider the money stolen and forget.Desired Settlement: I have two desired outcomes:

1) Perform the sensor cleaning as was requested in the first work order and send camera back to me

2) If refuse to finish the requested repairs and do cleaning provide partial or full refund of the $215.25 flat rate service fee already charged.

Consumer

Response:

Thank you [redacted]) for providing the customer service I expect from 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: Dear Revdex.com,

I purchased a lovely SONY Video Projector VPLHW50ES (SN -1100166) directly from the SONY Factory in California on 11/**/12 for the price of $4600.77 which included a three (3) year Limited Warranty (Labor and Parts). I paid this hefty price because it was one of SONY’s best residential home video projectors and the reviews were superlative for its 3D capability, black levels, shadow detail, and deep colors.

At the same time I purchased this SONY video projector, I purchased a brand new high-end Marantz SR-7007 AV Surround Receiver, SONY BDP-S790 Blu-ray player, Furman power cleaner, RSL 7.1 dolby speaker system, 133” DA-LITE screen, high quality HDMI cables, etc., and installed them in my new theater room. The system worked perfectly together and over the next year I experienced 1000+ hours of viewing pleasure without difficulty.

However, about 4 months ago I began to notice a sporadic flickering on the screen which I ignored for a couple of months hoping it would clear up. It was annoying but only appeared after viewing several movies and lasted only a minute or two before disappearing. Sadly, the problem increased in frequency to where every movie I viewed included a period of several minutes of annoying flickering on the screen.

Unsure of what caused the problem and notwithstanding the horrific online reports of incompetence at this location, I contacted the SONY LCSC Repair Operations center in [redacted], who advised me to unplug the source HDMI cable from the projector the next time I experienced the problem to isolate it and determine if it was the Blu-ray player, etc., or the projector itself. I did as instructed and each time the flickering continued with the HDMI source unplugged, indicating the problem was clearly inherent to the SONY video projector! In fact, I located a 47 second [redacted] video posted by another SONY VPL-HW50ES video projector patron that illustrates my experience to perfection and is apparently emblematic of a more widespread issue of flickering with this particular SONY video projector ([redacted]).

I re-contacted the SONY LCSC Repair Operations center and shipped them the video projector (along with a lengthy letter of explanation) on May **, 2014, to be fixed or replaced as required. A technician named “[redacted]” called two weeks later stating he couldn’t locate any problem with the projector (Event ID [redacted] – Notification No. [redacted]), but thought it may be related to the Advanced Iris position which he changed from “Auto Full” to “Off”. I advised “[redacted]” that before shipping the unit to him I had unsuccessfully tried changing every conceivable setting to rectify the issue, and only then had I painstakingly de-installed my projector from its ceiling mount, driven it to FedEx, purchased a $28 shipping container, shipped it to Texas, and subsequently sacrificed the pleasure of enjoying my home theater for several weeks during its absence. I implored him to be diligent in identifying the malfunction which was clearly unmistakable in my home theater setting. “[redacted]” stated he would send the unit “on to the next phase of testing.”

Imagine my surprise when my video projector arrived back at my residence a week later with a “Statement of Work” sheet indicating it had received no new modifications or parts, etc. I then phoned the SONY LCSC Repair Operations center and verified that no repair or replacement had occurred. Hoping for the best, I spent several hours re-installing the projector to perfection, only to find that the very first Blu-ray movie viewed included several minutes of very noticeable and obnoxious flickering just as before, nullifying the last three weeks of sacrifice and inconvenience I had just endured.

I am deeply saddened by SONY’s refusal to rectify my problem through either incompetence or outright denial. The 47 second [redacted] video [redacted]) is very revealing and serves as evidentiary material for SONY to overcome if they fail to act in good faith regarding my fully-warrantied video projector.

Please take any and all action necessary to assist me in obtaining relief.

Thank you kindly!

[redacted] ###-###-####

Email: [redacted]Desired Settlement: Please replace or repair my video projector per their stated Limited Warranty - thank you!

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony VPLHW50ES. Sony has contacted the customer and offered VPLHW55ES Brand New at no charge due to the issues they had with the unit. We will also send the shipping label to the customer.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved providing they actually follow through on sending the unit.

As of this juncture, they have emailed me the FedEx label and I will be forwarding them the defective unit within a week or so, at which point they advised they would send out the new unit within a few days of receiving the defective one.

Time will tell....

Thanks for your assistance!

Sincerely,