Sony Corporation of America

Review: I have a "lemon" computer (one year old) that has been repaired twice at home and many times over the phone and it is broken again. I bought a three-year extended service plan that is worthless.

It has been one problem after another over the last six months and this is basically a new computer. I bought this computer new in May 2013. The repairs performed during the warranty period did not fully fix the laptop and Sony ignores my request for a new replacement laptop. I sent a letter two weeks ago and have called three times since and they do not reply to my request. I called gain today and demanded speaking with a manager and they told me they are in a middle of a reorganization and I couldn't talk with a manager. These are dilatory tactics. Two months ago, I had another complaint with a Sony NEX camera and they totally ignored my demands. These are not isolated incidents but the result of a company culture with a deliberate plan to delay and avoid taking action until customers get tired and walk away from the issue as I did with my camera repair problem. This time I am not walking away from the problem. I can provide the letter I sent to Sony and the repair records.Desired Settlement: I want a brand new laptop because Sony's poor repair record gives me no confidence they are capable to fix the one I have.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Vaio (SVT1412ACXS). Sony has contacted this customer and was advised per our customer relations department that the warraty coverage is only for repair. We informed the customer that the unit needs to be evaluated by a technician first to determine what exactly the issue is but since we refered customer to [redacted]), cust refused it. We explained to the cust that if it can't be repaired, Sony will check what the other options are. Customer refused to have it checked and informed us that he will contact his lawyer.

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

Consumer

Response:

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

Sony has attempted to repair my computer twice and has not been able too do so. They have fixed one problem and in the process their technicians break something else. They have proven incapable to fix my laptop. I have zero confidence on their service staff. Sony is now also using the excuse that my warranty covers repairs only; that's only true because Sony was not capable to repair my computer during the warranty period and let my problem run into the three year extended service plan that I purchased for almost $200. The UCC protects consumers by stating that a manufacturer should meet it "expressed" and "implied" warranties. I believe that my defective computer did not meet either of these warranties, because it's performance did not meet its intended use from day one.

I refused taking the laptop to a repair center because they can dispatch a technician to my house, but Sony opted not to do that with no good reason. They cannot argue that's not their policy because they have dispatched technicians twice to my house for previous repairs. The mail-in service option they have repeatedly offered me requires at least two weeks without a computer, something that is not feasible for me because I only have one computer which I used at my home-office constantly.

Sony has been using dilatory tactics not to honor their commitments. Sony's behavior can only be explained by their desire to protect their company financially, at the expense of their customer's rights. For example, recently I sent a Sony NEX camera with flash and when I complained that the flash was not returned with the repaired camera, then, they demanded my purchase receipt...for a camera that was bought and registered with Sony three years ago! Because I could not find the receipt, they did not give me a new flash, in-spite that my transmittal order included the flash model and serial number and Sony not file a discrepancy report of any type.

In conclusion, I want Sony to replace my laptop computer because it has not met its published performance claims from the get go and their repeated attempts to repair my computer has been fruitless. Their abusive behavior has created significant personal and professional hardship and a waste of my productive time.

Respectfully,

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Vaio Notebook (SVT1412ACXS). Sony has contacted this customer and was advised per our customer relations department that Sony is unable to change the resolution, therefore, we still advised the customer to take the unit to the nearest [redacted] store in order for his notebook to be fixed. Customer already agreed with the resoltuion provided to him.

If you have any question or require additional information, please feel 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 only, and reluctantly, agreed to take my laptop for an evaluation at the designated repair center, [redacted], because Sony refuses to replace my computer under warranty. Sony’s technicians have repaired my laptop twice at my house and many times over the phone during the warranty period and the extended service plan that started on May *, 2014 . I have no confidence on the repair capabilities, thus, I remain convinced the permanent solution is a replacement because I cannot continue wasting my valuable time from one troubleshooting effort to the next.

As a best and final good faith effort, I have made an appointment for the evaluation at [redacted] this week and will report if the laptop is repairable or not by this Friday, assuming [redacted] has the expertise and parts to perform such repairs. Therefore, I respectfully request this case stays open for at least two additional weeks.

Sincerely,

Review: For close to a year I saved up to purchase my first Sony Bravia television and did a ton of research to find the best one for me. On 9/**/2010 I traveled to your [redacted] retail store to order my new Sony television with the metal stand. I purchased the extended service plan which expired 9/**/13. The total for my purchase was $1,859.01. Just the other day vertical lines in multiple colors showed up all the way down the left of the display and the right of the display turned a bright white. I immediately called Sony technical support which had me do some troubleshooting like power it off and on, check cables... After the troubleshooting the tech informed me that a service technician would need to come out and because I'm out of warranty I would be charged for the service. This was unacceptable to me considering I'm only a year outside of my warranty and Sony builds quality products. I would have thought this tv would have lasted more than 4 years.Desired Settlement: If this tv is still available new or refurbished I would love for it to be replaced. If it's not available I would like a comparable replacement. I've been a loyal Sony customer and this whole experience has definitely left a bad taste in my mouth.

Business

Response:

[redacted]

"Sony offered me a 15% discount which I rejected because I am asking for a replacement either refurbished or new. Since this TV may no longer be available I'd also consider a comparable model. For this TV to stop working 1 year to the day outside of the extended warranty is unacceptable. Sony builds quality products and all of my other Sony products I currently own have lasted at least 6 years.

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:

[Your Answer Here]

I'm rejecting the 15% off offer from Sony because that's unacceptable. I'm asking for a replacement either refurbished or new. Since this TV may no longer be available I'd also consider a comparable model. For this TV to stop working 1 year to the day outside of the extended warranty is unacceptable. Sony builds quality products and all of my other Sony products I currently own have lasted at least 6 years.

Thank You,

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 TV KDL46NX800.

Sony has talked to customer about the the his request, to get a replacement at no cost. Explained to him the warranty coverage. We offered him 15% discount for his next Sony purchase or he can get a replacement at a cost of $579, same or comparable model, recertified unit. Customer agreed to the replacement at a cost.

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

[redacted].

Sincerely,

Consumer

Response:

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

Sincerely,

Review: On January **, 2014, I purchased a SONY Blue Ray Surround Sound System from [redacted] in [redacted] New Jersey. I purchased the extended warranty because the system costed over $500 and I wanted some kind of insurance on it. Over a few months the system started experiencing problems. The sound would automatically raise to a maximum and no matter how many times you lower it, it would raise automatically without anyone touching the remote. We returned the system to [redacted] for another new system of the same model. Long and behold over the course of a few months the system started experiencing the same problem. We went to [redacted] yet again and exchanged the system and it is the system we currently have. This system is also experiencing the same problem. I called SONY on several occasions and they basically gave me the run around. They outsource to the Phillippines and it is the same group of people when I call. They speak little english and their solution to every call is that someone will call me back or email me and it never happens. On 8/** they told me to email customer relations. They said someone would call me back in 2-3 business days. I never recieved any email. I claled back on 8/** and again they said someone would contact me in 48 hours. I spoke with someone on 8/** who supposedly elevated the concern and apparently they said they had the incorrect email address for me. The person I spoke to said that they would send me a shipping label but since I requested a different model because I believe that series of models are defective, they cannot send me a shipping label. The representative told me that someone would email me in 48 hours. That never happened. On 9/** I spoke with Technical Support ###-###-####, and they claimed they elevated my issue back to customer relations and that someone will be contacting me vie phone with in 48 hours. I called back on 9/** and still no one has contacted me. At that time I was given SONYs email address again to contact them at [redacted]

Nearly a month later they emailed me. This is what the email said "Dear [redacted],

Thank you for contacting our support team regarding your BDVN790W with serial number [redacted] purchased on 01/**/2014. I am sorry to hear of the problem you are experiencing, the limited warranty that comes with your Sony Blu-ray is only for repair. In order for us to consider any other options the unit would need to go into our Service Center for an evaluation.

You may contact our technical support line at ###-###-#### or visit [redacted] to start repair process.

Their customer service is HORRIBLE! There is no way that I am going to send out a $500 unit for repair to a place that cant even provide me with any customer service? All I want is to exchange the model for a newer model as the model series I have are defective. It is an absolute run around. I have seen Blogs where it is the same complaints. Horrible customer service and a run around. PLEASE HELP!Desired Settlement: I want either a full refund, or a replacement for a newer model.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the BDVN790W. Sony has contacted this customer and was advised to send her unit to our repair facility to get the unit evaluated. We also sent a prepaid shipping label to the customer to ship us the unit at no cost to her. The customer has agreed to send the unit to Sony.

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

Review: My complaint is against [redacted].

I have been dealing with his company for over 2 weeks now. Ive dealt with at least 5 different people and ive gotten a different answer each time, but no one has resolved the issue. I have proof of emails, as well.

A friend of mine bought a "bundle" through the [redacted] store for me. It was a $100+ value. They said the product was shipped and I would receive it in a number of days. I waited and never received anything. It wasnt until the company was contacted again by my friend that she was told the product had been sent back to the company. They told her the item had been shipped back because they could not find my address. (I had previously bought an item from [redacted] and it was delivered just fine, to the same address.) They then told her they would be reshipping the bundle and a confirmation number would be sent via email. That email was never received so I assume it was never sent.

A couple of days later, a different email was sent, saying she would be refunded and the product was out of stock. I feel that they sold my bundle before they even offered to resend or send it to a new address. My friend never asked for a refund, and they didnt offer to provide any information about the unsent bundle. If the bundle was sent back to them, then it should still be packed and ready to send to me. They never offered to resend the product again nor did they offer to change the shipping address. They told me via email that they should have offered to replace the item instead of just refunding. But an apology does not fix the issue. Today I was told the reason I did not receive my bundle is because the payment did not go through. This is impossible because she was refunded. I was also told to repurchase the bundle. How could I repurchase if it is out of stock? I went to the website to confirm it was sold out and it is. Ive never dealt with the same person twice at this company. There is always someone new working on the case and they each have a different response each time.Desired Settlement: I feel that I deserve a replacement for this bundle and a reasonable explanation as to why all of this happened.

Business

Response:

Hi - our system shows that the credit card was declined when we attempted to ship the order. Our customer service agent explained that in her first reply. We hope that resolves the issue,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], although I have several emails stating the items were shipped and I didnt receive them because my address couldnt be found, I will accept this answer. I have been battling this company for months and I am through. I will not be buying from them again.

Sincerely,

Review: I purchased my Sony KDL-65W850A TV at Fry's electronics past June. Immediately after the TV was installed by Fry's I noticed vertical bands when the TV image panned out over a solid color background. I called Sony and reported the problem and I was told that this is a KNOWN issue (TCON band) and the TV is defective. Since the TV was within my return policy window, I had Fry's bring another TV and install it for me at no additional cost. However, the new TV had the same issue (if not worse).

After calling Sony and remaining on the phone for around an hour, I was finally able to convince them to send a technician so I can learn whether this is something inherently wrong with this model or it is due to a defective unit. The technician told me the TV was defective and left my house to file a report back with Sony. However, I never heard back from Sony, until I had to call back and remain on hold for close to an hour again to talk to a rep!!

The rep agreed that the report shows the TV is defective, however, they mentioned that they have no power to decide whether a return can be made and asked me instead to send an email to the customer relations group who apparently don't have a phone number!! After months of back and forth between the phone customer service (long hold times) and the customer relations team no one is getting back to me or processing my request for an exchange (case#: [redacted]).

I have been stuck with a defective TV (per Sony's own assessment) for the past 4 months and Sony's hasn't done anything about it other than making me send more emails and stay on hold further. This is the worst customer experience I've had in purchasing an electronic appliance.

Sony is hence declining to honor their warranty with regards to this unit.Desired Settlement: I am requesting the delivery and installation of the same or higher model (of my choice) that is no longer displaying this issue. Otherwise, I would like to request a full refund and monetary damages for the 4 months of owning a defective TV and all the hassle that I have gone through.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Television model KDL65W850A. Sony has already contacted this customer and we have already offered a brand-new replacement . However the customer declined on our offer and he wanted an XBR65X850B as a replacement. This is currently being review if possible. 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:

My issue is not yet resolved, I have now waited for another week for sony to assess the feasibility of providing me with the replacement of my choice (xbr-x850b model).The model Sony offered initially as a replacement (kdl-w950b) was not acceptable as the unit had a different physical design, and was not comparable to the unit I had originally purchased.I would like to keep this complaint open until Sony addresses my concern and replaces my defective unit with a working model that has the same features and similar design.

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 Television model KDL65W850A.Sony has already contacted [redacted] and we advised him thru voicemail that unit has been delivered as per CEVA tracking # [redacted] on **-JAN-15.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.I expect a $350 reimbursement check (for installation) from Sony, which I would like to mention here for the record.

Sincerely,

Review: Willful and Knowingly Packaged and Shipped a Defective / Inferior Device / Marketing / Sales under False and Misrepresentation / Misleading Pretenses

Purchased: ** October 2014

Problem: * November 2014

Model:Sony Z2 Xperia 4G LTE TABLET Android 4.4.2 OS

Invoice: LYW12IN1675

Sales Rep: [redacted]

Payment Amount: $650.

Method: 2 year credit

At the indicated date, I completed a purchase of said product from [redacted]) an authorized [redacted] dealer located in [redacted]

Prior to said purchase, I had telephoned Sony support and sales questioning in detail the device's operating system especially its abilities to SMS texting features. [redacted]; nfd; from Sony, indicated that the device was an excellent choice, free from any defects and had the ability to SMS on its own without a secondary device such as a cellular telephone.

Based upon my inquiries, I then selected the above device from an authorized [redacted] dealer near my home. The dealer also indicated the same answers as my previous inquiries with Sony Inc.

Upon receiving, I began to utilize it at home after purchasing a tablet case and display screen protective cover. Immediately thereafter, I was unable to access and utilize SMS capabilities and usage. In addition the tablet software was apparently in need of service without an available update online. Only online update was operating system. Software service demanded a return of the product because of Inferior issues. Sony would not elaborate. And finally, the lithium factory installed battery was getting extremely hot and discharging instead of charging. The battery also depleted excessively at the 50 percent in just under 1 hour. All attempts to resolve via resetting measures were to no avail.

Finally, returned device to [redacted] dealer who refused to honor any issues on stated complaint and instructed me that it was a Sony manufacturer defect along with Sony failure to provide me with accurate information. [redacted] further said they just sell the data and messaging service and do not warranty product service.

In final, Sony support is outsourced in Dominican Republic. Support refuses to relinquish complainant any further information on company headquarters and legal office located in North Carolina.Desired Settlement: 1) Complainant is seeking immediate new replacement with all software issues addressed and updated.

2) Complainant is seeking and demanding that Sony activate and open its GSM (SMS) in device thus allowing singular usage of primary data connection with [redacted] without having to purchase a primary cellular telephone for device system activation.

3) Complainant is seeking and demanding if Sony cannot perform said function request and demand that Sony pay the full purchase price of a primary ce

Business

Response:

We are sorry to read that the customer is having issue with his new tablet. [redacted] has very specific instructions for consumers with in-warranty repair requests. We recommend that the customer contact [redacted] support [redacted] at ###-###-#### as they have a program to quickly handle tablet support for his SMS and battery issues. If necessary, [redacted] will be able to assist with any in-warranty repair setup unless there is physical damage to the tablet or software tampering detected. If the customer’s tablet has physical damage, he is welcome to contact our call center at [redacted] between 8AM and 11PM EST to arrange for a repair 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:

[Your Answer Here]

First of all, let me address the response made by [redacted] Support. I have already exhausted support assistance from [redacted] via their telephonic call center. I would have never drafted and authored a correspondence to Revdex.com if I did not previously made a diligent effort to gain support from [redacted] as required. Secondly, over twenty five telephone calls and e-mail correspondence messages were dispatched to [redacted] to no avail support. Just received reference numbers from [redacted]. Attempts to escalate the complaint were met with negative response from [redacted] Support personnel. (instruct [redacted] to review my logs). [redacted] staff are deliberately making false and deceitful statements to your (Revdex.com) office. Again, numerous attempts with [redacted] Support personnel to cure and correct the complaint issues were met with negative response. [redacted], according to their response to your office is now alleging possible physical damage as a possibility. Again, this is untrue and they're deliberately attempting to place fault on the Complainant. Tablet was inspected by [redacted] sales personnel. No visible signs of damage. In final, Complainant is seeking resolution into this matter at the earliest possible time. Submitted, [redacted]

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

Sincerely,

Business

Response:

Per our contact center’s notes, we have not heard from this consumer since our previous offer to have his tablet evaluated by our repair center. We welcome the consumer to call ###-###-#### and request warranty service for his tablet. When he calls, he should reference [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me and the matter will be resolved only after ALL indicated issues authored in the original complaint and pursuing responses have been resolved.

Sincerely,

Review: I purchased a Sony stereo model # CDX-GT260MP. It was purchased 10/**/2012 as a christmas gift for my fiance. Due to financial reasons we were unable to get it installed until this past weekend, 9/**/13. We took it to the Best Buy location (#[redacted]) that we purchased it from initially. They went to install, and it was found to be defective. Would not power on. The installers tried everything, to no avail. I therefore called your cistomer service team at this number- ###-###-####, and spoke with 2 different people. The reference number for that conversation is [redacted]. I asked specifically for either a refund or a BRAND NEW item, both of which I was denied. The supervisor I spoke with, AJ- agreed to at least send me a shipping label- the initial sales rep did not agree to even that much- so that I can send the defective item back, so that they can "repair" it. However, I paid for a brand new item, and I do not want a "refurbished," or "repaired" item in return. The box was NEVER opened for this purpose, so that I could return if there was an issue. There is nothing marked on the BOX addressing any return time frame, and in order for me to have seen the warranty card that the supervisor referenced, I would have had to open the box. I have been purchasing SONY products all of my life- I am 29, and that was always seen as the top of the market as far as quality. I have NEVER had an issue with Sony before, and the one time that I do, there is no assistance being offered except for a "repair." Having dealt with other companies with this issue, I know that "refurbished" items are just half-fixed issues from other customers. That is NOT acceptable to me. I would very much like this resolved, or I will no longer purchase Sony products, and I will strongly discourage others to do the same.Desired Settlement: I have no problem sending the defective unit back, however I would like a FULL REFUND after dealing with this product, and the lack of cooperation from Sony's customer Service. If a representative is to call me, I will disclose fully the full amount of purchase, along with the tax, so that I can be reimbursed for such. I would like to continue to purchase Sony products, but should this matter not be resolved, I will be likely to no longer do so. Thank you. [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 CDXGT260MP. Sony has contacted [redacted] and Sony will exchange the unit for a refurbished model at no charge under the warranty. Sony would not be able to send [redacted] a new unit because the unit is more than 30 days old. Sony has emailed a shipping label to [redacted] to ship the unit to Sony. Once received, then Sony will send the replacement.

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

Sincerely,

Sony Electronics Inc.

National Customer Relations

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

Consumer

Response:

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

Actually it was not mailed to me as requested. Again sony not being true to their word. I am refusing to send it back because I have no guarantee that it will be returned to me or that it will work. Refurbished is just someone else's problem. Like I have said there is no mention on the packaging that it must be returned in 30 days. Especially because most products offer a year warranty. And this would fall under that timeframe. Given that straight from the box the product did not work. So I am so unsatisfied with sony and their disgusting customer service, that I have already begun to spread my story of how I wad treated, and for people to not buy sony so they don't get the same distasteful treatment.

[Your Answer Here]

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

Sincerely,

Review: Was told by representative that they would refund me my $9.99 after I did not receive my promotional code. Then sent email saying no refund.

I purchased a movie on the playstation network during a promo they had running. If you purchased amazing spiderman 1 they would send you a code for a ticket to see amazing spiderman 2 in the theatre. I called after the 72 hours they promised were up and was told they would work on it. A week later I called and was told they were creating a code for me and would call back, which they never did. Then today I called and was told by a supervisor named "[redacted]" that a refund would be credited to me. An hour later I get an email saying no refund would be given. So now I don't have a promo code or a refund. They ripped me offDesired Settlement: I want my $9.99 back since the only reason I purchased the movie from them was for the ticket promo they are not honoring.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony PlayStation Network. We spoke with the customer on June **, 2014 and we requested him to fax in a copy of his receipt so that we can review and check refund option for him. The customer agreed to provide a copy of the receipt. We are currently waiting for him to send the 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]

I sent them the emails. Now I am waiting for their reply to how they will rectify this situation

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. We spoke with [redacted] on June **, 2014 and he offered refund amounting to $9.99. The customer accepted the offer and the check request was processed today, June **, 2014. The customer should receive his check within 4 to 6 weeks.

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 will accept the response when I receive my check.

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

Sincerely,

Review: billing and customer service issues

hi my name is [redacted] umm I am trying to file a complaint against the company in the subject line up above. reason I am doing so is because a couple months back I had an issue and I tried to call the company an they didn't really help me. see I am on there network for my playstation 3 and 4. well one day I went to put funds from my personal visa atm card to it so I could do a purchase on the network. an in the past it worked fine. that day it didn't. that's when I contacted them and they couldn't get me a direct answer. which I think was wrong. I had to use my [redacted] acct with my atm visa card on it to make the process go through. I shouldn't of had to go that route. and im not to happy with it. so if someone could look into this for me. I would appreciate it. in the outcome I would like an apology an for them to fix any issue that they have on there end an everything so I don't have to go through this again. and so I could use my card without using my [redacted] acct. an for them to have better customer service an training. thanks for your time. have a good day.Desired Settlement: an apology and for them to fix the errors on there end so I could use my card properly an better customer service an people to be trained better. and If it not to much to ask. maybe a free game since I love to play video games. my 5 yr old is getting into it now.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] about his complaint with Sony PlayStation Network. We are unable to speak directly with the customer as the phone number given was invalid - Daytime Phone: [redacted]. The customer needs to speak with the Sony PlayStation Network Team to directly discuss his situation as they handle their own service and support issues.

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

Consumer

Response:

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

[Your Answer Here]

for one my number isnt ###-###-#### two my number ###-###-#### but my service is lousy so you wouldnt be able to speak to me on the phone direct. one time I was able to call in and I wasnt at home. I got nothing but a run around. all I want done is an apology an to have this error on your end fixed. my atm visa cards I have are valid. never had an issue till the last time I tried to use it. which was a new one and I had logged into my acct an changed it to that. an then to the other cuz both were telling me the same thing. that was when after I left to go do a couple errands I had called in. again theres nothing wrong with my cards. there valid. there even attached to my [redacted] acct.

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 contacted [redacted] again since June **, 2014 regarding his complaint with Sony PlayStation Network. We sent him a Contact-Us email on June **, 2014. The customer needs to speak with the Sony PlayStation Network Team to directly discuss his situation as they handle their own service and support issues.

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

Consumer

Response:

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

[Your Answer Here]

As I have stated my service I have with the phone I have is fair. why I can not I repeat can not call or I would. again all I want is an apology an for this to be fixed. its a bunch of **. just cuz I got a new atm card an updated it. I should be able to use it then not. have to use my [redacted] acct that I have the new card/cards attached to just to pay for stuff. its really stupid. im very not happy. and I want it fixed. again I cant call in. if I could I would. number is valid trust me. cuz if u call it will go to vm an it says u have reache[redacted] an to leave your name number an message an ill get back to you. so trust me its a valid number. again I cant call in. or I would. why I said to email me or if theres a chat I can do it online. to email me and I can click on it an talk that way. best I can do. if not im just not gonna play on the playstation anymore an stick to my xbox. cuz I do have my xbox an other game systems. I like playstation the most but if this cant be fixed I am done with it an ill tell others I know to be done as well. cuz they know what I am going through. I got an email one day from your company and I had wrote back an never got a response. I said the same thing with the phone an to email me back. nobody did nothing. so again to email me. with a link an chat online an take care of this issue. is the best I can do at this time. its not my fault I get fair service where I live its my carriers fault.

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

Sincerely,

Review: I purchased a Sony VAIO laptop in March of 2013. In January of 2014, the hard drive crashed and I was not able to save any information from my computer. This should not be happening. Now, July **, my computer crashed again without me being able to save anything. I called Sony expecting to mail the computer to them which is what I was told to do the last time, however, this time they told me that sony was now contracted with [redacted] and if I would take it there, my warranty would cover them sending it off and getting a new harddrive. They gave me a claim number and I asked if this was all I needed and they said yes. I went to the closest [redacted] from my home, took two hours away from my business to do, and when I get there, [redacted] told me I must have a authorization email from Sony. The claim number would not be sufficient. We called [redacted] while at the store and they told me they could not immediately issue me an email and it would take 24 to 48 hours to issue one. I asked to speak to a supervisor and was disconnected. Total time wasted today,....3 hours plus lost all of my computer info due to Sony's stupid computerDesired Settlement: I want compensation for the loss of my hard drive not once but twice and I want service taken care immediately where they immediately fix my computer. I will never buy another sony product ever.

Business

Response:

Thank you for contacting Sony Electronics Inc, regarding the complaint your office received from [redacted] regarding the Sony Vaio computer with model number SVS151190X . Sony contacted the customer and advised the customer that we will send him the Authorization Warranty Letter for [redacted] to proceed with repair and use the warranty of the unit.

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

Closing action pending further contact from the customer and/or the Revdex.com

Consumer

Response:

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

It took them over two weeks and a complaint to get this sent to me. This is a ridiculous amount of time and unacceptable for a fairly new computer to have crashed, not just once but twice in six months. I am without a computer, have to beg or borrow to check email and my livelihood revolves around me doing computer work. I have lost money being without a computer and will be without it at least another two weeks.

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

Sincerely,

Review: I have purchased an xperiaTM z phone here. Returned it within a month on 11/**/13. they charged me $82.5 in restocking. the phone was brand new. seriously? I prefer companies that guarantee a 30-90 day full refund policy. it's not surprising that this store got closed with that kind of service.Desired Settlement: refund $82.50

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony XZC6602WH. Sony has contacted this customer and agreed that a refund will be processed for the restocking fee that he paid for amounting to $82.50. He will receive the check within 4-6 weeks.

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

Review: have a kds50a200 sony tv set made in sept 2006. ser # [redacted]the picure is turning green . I contacted my local tv repair man and he said the there had been a recall and a class action suite on this tv . I called sony and they confirmed this but said it was over and nothing they could do for me . they offered me 15 % off list price but can buy one anywhere for that. told me to e-mail [redacted] I have 3 times and have got no response. I also never received a recall letter or class action suite notification. I feel should be entitled to what ever the recall and class action suite provided thank you [redacted]Desired Settlement: replacement of equal value or repair

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony Television (KDS-50A2000). Sony has contacted this customer and was advised per our customer relations department that Sony can provide a 15% discount coupon towards a purchase of a new Sony product. Sony will neither send a customer a replacement TV at no charge nor cover the repair cost due to the TV is already out of warranty and that the Optical Block program already expired way back in August 2013. We also posted the information (Optical block issue or discoloration of the TV picture) on the Sony webiste and informed our authorized service centers before so that if in case a customer experience this type of issue, they can refer the customer directly to us.

If you have any question or require additional information, please feel 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 was called from the Philippines for USA support could not even understand what she was saying most of the time. [redacted] would not let me talk to her supervisor. only offered the 15% discount . I understand that set is out of warranty. she said the recall was only sent to authorized tv centers and NOT to consumers who bought tv. had I got a notice I could have gotten the tv repaired or replaced. I think they had an obligation to send out recall notices to the consumer. she kept reading script and said that was sonys decision but would not tell and did not know the name of the person who made this decision. I asked to speak to a supervisor that could make a decision on my case and she said it was the end of the line. I do not believe that there is not someone at sony that can make a decision on my case . there was even a class action lawsuit plus the recall so we know these tvs were not a good product. as I understand it moneys are put into a fund for the class action for this very purpose had I got a recall notice I would have been covered. sony did not do their job in informing the consumer of the faulty tv they produced. they offered me 15% off a last year model tv from list price witch was only $100.00 off where I could buy it anywhere. I have been looking at a [redacted] tv that they have on their website for $1999.00 if they would agree to sell it to me for half price I would be happy and we can close this out. let me know thanks [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 KDS50A2000. Sony has contacted this customer. Sony will not be able to give a 50% discount for the tv model he wants. The unit he has was a 2006 model and

Optical Block program already expired way back in August 2013. He was already offered a 15% discount for a new TV and that is final.

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:

they did not send me a recall notice so I could get the set repaired .it has been getting worse for over two years well with in the time frame to get it repaired under the recall and class action suit . they have been rude on the phone and cant even talk English very well and hard to understand and have no clue as what they have done wrong . would like to talk to some one besides a call center that has some authority to make a decision. 50 % off the tv I am looking at is not going to break sony and I am sure will still make money on it. customer satisfaction does not seem to apply to over seas only rude comments and no discussion (look this word up in the English dictionary) I will not settle on their solution to a faulty tv they produced . I have written the Arkansas attorney generals office and received conformation . I will also contact US attorney generals office . Being sony will not settle voluntarily hopefully there will be legal recourse to settle this claim . I am only asking for them to do the right and honorable thing . treat me like they would like to be treated if I had sold them a faulty tv . thank you [redacted]

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

Sincerely,

Review: I am shocked at the absolutely horrific customer service I received today, and not by one but by at least four different people at Sony. It seems to be a matter of culture that the reps feel not at all obliged to treat customers well and to be accountable for their actions. Never, ever, ever again will I buy another Sony product. What started out as a desire to cancel an order (that's not scheduled to ship for three more days) for a $14 camera grip (found elsewhere at faster shipping speed) turned into my resolve to tell anyone and everyone who will listen to seriously try to avoid Sony products whenever possible as if/when support is needed the pain involved in the process will drive them all to the point of disgust I am now experiencing. Not only am I going to refuse shipment of this order, but I've also contacted [redacted] to return the $650 camera that was to go along with the $14 grip.

I spent literally at least 45 minutes trying to get help to cancel my order and after 45 minutes and infuriating experiences with multiple reps, I've decided I will simply refuse the shipment and if I am charged I will dispute the charge with my credit card company. The first rep had me on hold for about 12 minutes and ultimately never came back to the line. The second rep (this time I got a name), [redacted] - employee id [redacted], also has me on multiple holds for a total of another 12 minutes after which she came back to inform me that she was not the right department for the cancellation and would need to transfer me again. I was beyond furious at this point but really wanted to cancel my order but after another long hold of about 6 minutes I hung up and decided to look for a corporate number to try to get some help with my simple request.

I called ###-###-#### and spoke with [redacted] who was the most rude rep of the bunch, and he told me I had to call another number but I couldn't understand him as he wasn't fully speaking into the phone. When I asked him to repeat the last four digits he YELLED them into the phone. Yeah, I know, I cannot believe they stay in business with this kind of representation. I then called another number, as advised by friendly [redacted] - ###-###-#### - as there was no option at all for execute customer relations (which is what I told [redacted] I was looking for), so I called him back and he basically told me that that number was my only option.

I am shocked and surprised that Sony would allow themselves to be represented in this way. Because I experienced terrible customer service at every point of contact today, I am assuming this to be a global issue at Sony Corp. It's a shame because I have a large screen Sony TV that I love, along with many other types of electronics, and was excited to try one of their cameras for the first time. Not anymore - Sony has lost all appeal for me now.Desired Settlement: Cancel my order and confirm with me that you have done so.

Business

Response:

RE: [redacted] Case: [redacted]

Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding the Sony AGR2. Sony has contacted this customer and explained that our sales department can authorize a return and refund once she called them after receiving the unit. The customer refused and said she will just refuse the shipment and if she sees a charge on her credit card, she will dispute it with her credit card company.

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:

As demonstrated in the complaint, the company has done nothing to help in this matter but is rather suggesting that, yet again, I go through the same painful process that I originally attempted but after having spent nearly an hour of my time, I was nowhere closer to a resolution. Even within an escalated group at Sony they still did NOTHING to try to make it right. Completely unacceptable and I really hope that this is made public so that it reflects accurately on the kind of organization one would be dealing with when purchasing Sony products.

Sincerely,

Review: On September **, 2014 I purchased a Camcorder (HDRCX330), from Sony's online store. I did not use it when it arrived at my home, as I was busy with other things. I tried to use it on September **, 2014, I was following the instructions in the manual to set up the language, date and time. I ran into trouble and called Sony for assistance. The agent that I spoke to kept putting me on hold for two hours. I told her I would call back, I did call back and that agent put me on hold for some time with no results. I called back a third time two days later, and the agent was very helpful, did not put me on hold, answered all my question. She told me my camcorder was defective and gave me an address to send it back for a new replacement. By the time Sony sent me a return address label for [redacted] it was October *, 2014, when [redacted] picked it up, it was delivered to Sony on October *, 2014. I was told I had to wait for 7 - 10 business days for a resolution.. There were many more calls and I was put on hold often. I asked for a higher person in charge. On October **, 2014 I spoke to a person named [redacted], I asked about the replacement for my camcorder. Later I received an e-mail from [redacted] saying I had to wait 24 -48 hours to have a resolution. I called back to Sony after I waited, only to be told I would need to wait until the following week to hear. I called Sony again on October **,2014 and talked to an agent who said she could handle the problem, she could not. I have been a 30 year loyal customer and could not believe the way I was being treated. I paid for a brand new working camcorder with my Visa card on September **, 2014 They have the returned camcorder and I have nothing to show for my $ 310.26. I was so upset I told her I no longer wanted the camcorder I wanted a refund and would not do business with Sony again. She said someone from Sony would contact me within 72 hours. I received an e-mail from a person named [redacted] of customer relations saying the warranty on the camcorder only covered repairs and gave me a support line to call if I had any questions. On October **, 2014 I called the support line and was told the same warranty information as before. I told her that I did not accept that. She then told me to e-mail to [redacted]. They did not have a phone number I could call. On October **, 2014, I received an email from a [redacted] saying the warranty only covers repairs. I sent back an e-mail saying I did not buy a repaired camcorder, I paid for a new product and wanted a refund.Desired Settlement: I paid for a new product, not one that needs repair. I am so unhappy with Sony that I do not want to do business with them any more. I want a full refund. I never got to use the camcorder or registered it. Why I was passed around and put on hold so many times is beyond me.

Business

Response:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] regarding her Sony HDRCX330/B Camcorder. We already offered to exchange the customers camcorder with same model brand new. She said she will think about the offer first. We are just waiting confirmation from her so we can go ahead and process the order for replacement.

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

They are not giving me a total refund. They are offering a new camera, they denied my request for 5 weeks for a new camera, now I just want a refund and severe all contact with Sony. I am a 82 year old, widow, living on a Social security income, it took me a while to save for the camcorder,( but I was a loyal Sony customer for over 30 years) I could have purchased another company's camcorder for less, I wanted the Sony camcorder. I am so very sorry that I did make the purchase, I can not believe the way they treated me. They have had my money which I am sure they are collecting interest on since September **,2014. I suppose that if my $310.26 is going to hurt their company's bottom line, they can keep on refusing my claim. I will accept only a refund.]

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

Sincerely,

Business

Response:

Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about the Sony Camcorder HDRCX330/B. We were able to talk to the customer earlier today, November **, 2014 and explained that the provided turnaround time for a check request is 8 to 10 weeks. The customer accepted the buyback offer, however the turnaround time is still being refused by the customer. We already explained that the turnaround time cannot be adjusted but customer still refused and said that they will forward the same issue back to Revdex.com and customer ended the call. The check request has already been approved since November *, 2014. Sony considered this case resolved.

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 reject the turn around time. In our high tech world I don't believe Sony, a very high tech company, can not do better.

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

Sincerely,

Review: This is the 3-4 4k TV from Sony in a year,and the HDMI port is going out. I have contacted them by email and phone to get the issues resolved. I was promised a full refund of 4999.99 plus 250.00 for the 3d glasses that I will no longer be able to use,only after pointing out the lemon law, and pick up of the defective tv. I have asked several time for a email with the new proposal stating that they would pick up the tv and issue the refund back. They have failed to do so. At this point I do not trust Sony to live up to their promise, and I am scared that I will never be issued my refund as promised. This has put a huge damper on families holiday plans and family movie nights as we can not watch any movies or 3d movies. It is a sad day for me because I have been such a huge Sony fan. Also I would like to point out that this is not the first time I have had to file a complaint against Sony in the past year because of broken promises. I will never buy another Sony tv ever, and I am greatly considering trading my PS4 in for an xbox one. Sony gives thousands away for contest and I have to pull teeth just to be treated with a little respect.Desired Settlement: I want a full refund of 4999.99 plus the 250.00 for 3d glasses ASAP, and there is a part of me that thinks Sony should pay more because I had to miss out on all the sales for a new tv. I also feel that Sony should really step this up considering this is all happening around the Christmas holiday.

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony TV XBR65X950B. Sony contacted the customer already, we informed him that the check has been processed and he should receive it within 7-10 business days.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:the amount I'm getting back is not the full amount there is still missing the 250 dollars for the 3d glasses I will no longer be able to use.

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

Sincerely,

Business

Response:

Dear [redacted], Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about his Sony TV XBR65X950B. Sony contacted the customer already, we advised him to send the copy of the bill of sale for the 3D Glasses he purchased online. Once we have the receipt then we will be processing the refund for this. 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 am going g to just keep them and sell them online because I can't find record from Sony's website of my purchase. I am tired of all the hoops just to be treated with respect.

[Your Answer Here]

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

Sincerely,

Review: Last November I purchased a home-theater projector from Sony.com. I opened a Sony card b/c it was advertised that I would receive 5000 rewards points upon the first use. I have yet to have my account credited 5000 points for using my Sony card for my first purchase. I've contacted Sony support 8 times and no one knows what to do. Each time, I'm transferred from the Sony rewards department to the Sony financial department, both saying they aren't in charge of crediting my account. I've asked multiple times to talk to their supervisor, but they have refused, saying I need to be transferred to a different department to handle the issue. Last time a ticket was opened ([redacted]) and I was told I would be contacted within 3 business days. I called again after a week and a half went by to find out that it had been closed without contacting me and there was no resolution. I asked them to reopen the ticket and actually contact me as I was promised. I most recently submitted a request through their website asking to resolve the issue, informing them that if they can't resolve my issue that I will contact the Revdex.com. Their response was to, once again, contact their help line.Desired Settlement: I just want the 5000 points credited to my account as advertised when I opened the credit card.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony Sony Rewards points that was not credited to his account. Sony has already contacted this customer, however we were not able to speak with him directly. We would like to advised him that we already forwarded a request to our Sony Rewards [redacted] to investigate on this matter. We will get in touch with him once we have received an update.Thank You,

Review: My laptop is falling apart. The plastic pieces are coming off my laptop.

In July 2012, I bought my Sony Laptop from [redacted]. In the last year, the plastic pieces on my laptop have been falling off my laptop and the white cover on my laptop screen is cracking. I wrote Sony about this issue two months ago, but I never received a response. I will never buy another Sony laptop because the quality of this laptop is very poor. Additionally, one of the plastic pieces that has fallen off my laptop controls the CD driver opener. The only way I can use my CD/DVD driver clicking on DVD RW driver on My Computer.Desired Settlement: I would like Sony to repair my laptop.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted], about Sony Vaio Note book. We already communicated with the customer thru her email address [redacted]. We would like to get more information about her issue, and discussed possible option to help her. We advised her to reply to us with a good number to reach her thru our email address [redacted] or call our support line anytime at ###-###-####, we also provide the reference number [redacted].Sincerely,[redacted]

Review: I purchased a Sony Vaio Fit 15 on March **, 2014 from [redacted]. After several months I noticed a cracking sound whenever I picked it up but saw nothing until July 2015 when a crack developed in the case next to the power button. If the computer is moved or the monitor pushed back to a comfortable reading angle the computer turns itself off. The last time I installed updates it froze up and wouldn't turn off and when I finally moved it so it would turn itself off it took several hours to get it to turn back on. I have never had any performance issues with the computer before the crack developed. I have never dropped or in any way damaged the laptop. I called [redacted] but they can't tell me (unless I take the computer in for service) how much it will cost to repair it and there is a charge for them to even look at it. I looked online and on Sonys support website - it said that you could not "live chat" with them about Vaio products so I called ###-###-#### on 7-**-2015 and after several minutes and many menus I was disconnected. I called another Sony number (###-###-####) and after a few minutes spoke briefly with someone who said she couldn't help me but would transfer me to a different department that could help me & when I was transferred somewhere else the call was disconnected. I googled "Sony Vaio Fit cracked case" and saw that there were many unhappy customers with cracked cases that also had no luck when they called Sony. I couldn't find a [redacted] page for Sony Vaio to try and contact someone that way so I decided to contact Revdex.com.Desired Settlement: I would like the laptop to be repaired or replaced or my money refunded for the defective computer.

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 Fit 15E. Sony has contacted the customer however, we were unable to get hold of her. We left a message on her phone. We would like to inform the customer that the time period for the limited warranty that accompanied the product at original purchase has expired. Furthermore, physical damage is not covered by the limited warranty. Sony will not be able to honor the customer’s request. Sincerely,Jim C[redacted]

Consumer

Response:

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

[Your Answer Here]

Sony left a message on my phone that I should call ###-###-#### with Event ID [redacted]. When I called I was told I needed to call [redacted] to get it fixed which is what I had already done as I said in my complaint. I wasted more time calling them back to be told what I already knew and stated in my complaint. This problem is a product defect and I should not have to repair or replace their product at my own expense at less than 1 and a half years old for no apparent reason. The computer has never been dropped or damaged in any way - it has been on my coffee table or my lap the entire time that I owned it. If this is not resolved by Sony I will never buy a Sony product again and will advise everyone I know to not waste their money on Sony products. I am extremely disappointed in the quality of their products and their customer service.

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 Fit 15E. Sony will not be able to honor the customer’s request since the time period for the limited warranty that accompanied the product at original purchase has expired. Furthermore, physical damage is not covered by the limited warranty. Sony’s answer will not change in this regard.Sincerely,Jim C[redacted]

Consumer

Response:

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

Sony has refused to accept responsibility for their defective merchandise.

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

Sincerely,

Review: I took my Sony DVD player to Sound World (the company that I bought it from) and they in turn sent it into Sony for repairs. The DVD was repaired and returned to Sound World. I then went to Sound World to pick up my DVD and was billed $175.24. I took the DVD player home and hooked it up to my TV only to find that it was not repaired as it did not work. It had the very same problem it had prior to me having it repaired. I called Sound World and was told I would have to deal with Sony directly. I called Sony and was told the repair had a 90 day warranty and that I was outside the warranty limit. This is indeed true, however, I was never informed of a 90-day warranty limit. I live in [redacted] and Sound World is in [redacted], Wisconsin. I am 80 years old and am not able to drive to and from so I relied on my grandson to transport the DVD player for me. This is the reason so much time had lapsed. Both Sony and Sound World refuse to help me.Desired Settlement: I would like the $175.24 I spent for repairs refunded to me.

Business

Response:

On 4/**Sony contacted customer and ask customer to shop around for a comparable model of equal value. If customer finds model of equal value Sony will considering replacing at no cost. If of higher value, cusotmer will replace at a cost. Customer agreed to this plan on 4/**. Thnank you very much, [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:

My complaint has not been resolved because Sony will not replace my system as they indicated they would. I was told to pick out a unit from their website that is similar to my broken unit. I called my local dealer to make sure I pick a unit that will be compatible to my existing home theater system. My dealer proposed 4 different units but Sony tells me they don't have any of them in stock. (?) They do have one in stock however that is more expensive and want me to pay an additional $150 for it. I do not want to give them more of my money.

I also believe that the "6" different Sony reps that I was transferred to (during my 05/**/14 phone call ) put me on hold for 15 - 25 minutes each, only to have fun at my expense. They kept referring to my "complaint with the Revdex.com" and then I would end up on hold again. I spent over 2 hours on the phone with them treating me like that. I'm very frustrated. All I want is the money back I spent on bogus repairs but they will not return my money nor will they make it possible to replace my unit.

Please advise.

Again, thank you.

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 Home Theater System model DAVHDX275. We contacted the customer yesterday to discuss the issue. The customer returned the phone call today and we offered customer a replacement unit. Customer accepted the replacement offer and Sony will send customer a brand new DAVTZ140 with 90 days warranty at NO COST.

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

Consumer

Response:

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

Sincerely,

Review: I purchased a Song DVD Player from [redacted] on 11/**/2013 and been having issues with the dvd player, it keeps freezing, skipping pictures. I've tried all DVD's even brand new one fresh out of the case and it still an issue. I've called your company numerous times and been hunged up 5x and been told I have to pay 34$ for another one. Excuse me it cost me that much brand new. Warranty is for 1 years and it's only 11/**/2014 I still have 4 more days for replacement.Desired Settlement: honor the 1 year warranty. You are a sony company I own almost all your product and never had an issues that breaks down in less than 1 year. All my sony last me for many years with no problem. How dare you guys charge us to replace a refurbished dvd player for the same price as a brand new one.

Business

Response:

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from [redacted] , about the Sony DVPSR210P. Sony has already talked to the customer.Since this product was released in the market 2/**/2012, we requested him a copy of the proof of purchase so that we could accommodate the exchange of the unit. Without the bill of sale the unit will be considered out of warranty, thus Sony will not be able to honor the customer’s request. If you have any questions or require additional information, please feel free to contact me at ###-###-####. Sincerely, [redacted]

Consumer

Response:

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

I have listen to the message that was left by "[redacted]" As I stated on my voicemail, she needed to speak clearly and slowly so I can get the phone # and ID # to return her call, I am hearing impaired and had explained that numerous times and still the messages were unclear. I have proof of purchase from a bank statement. and it was bought on Jan [redacted] 2014. The receipts I have no proof of but I spoke with my bank and they search from 2013-2014 and that was only time I bought it from [redacted] in stores. I know it was Jan because I had a major surgery and was in case and riding around in a scooter and purchase the DVD player because I was laid in bed for the next 6 wks. So I hope the statement is proof enough. ]

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 DVPSR210P. As per fedex trk [redacted] it shows that the replacement unit has been delivered to the customer’s address. We have called the customer and confirmed from her that she already received the replacement. Sony considers this claim completed.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.

Sincerely,