Sony Corporation of America

Review: I ordered the a7R Full Frame Mirrorless Camera from Sony on May **, 2015. When I ordered the item, I was informed that the item is being back ordered. A few days (June *, 2015) later I received an e-mail from Sony Store saying my order was canceled since it was unavailable; I find this unacceptable because when purchasing this item I have already agreed to that I will wait for back ordered, instead a few days later without my consent my order was canceled due to unavailability. How come my back order status did not follow through? Why did Sony want to lie to it's customers? I feel Sony did not want to back order this item anymore so they just canceled my order, this is why I am not satisfied by the company's act. If you had me agree to the terms and conditions during purchase then you should also agree to the terms and condition of the back ordered issue or else Sony is lying to it's customer. I feel like Sony is not being truthful and are lying to it's customers.Desired Settlement: The company should have first said that the item was unavailable and could not be back ordered or if back ordered was possible they should have not canceled the orders due to unavailability. If they don't have the product anymore, they should find an substitution product instead. I am perfectly fine waiting for the product since I expected it is in back order status. I am in no rush for this product. After I purchased the camera, I have already purchased the necessary accessories for this camera, now without this camera I don't know what to do with them since the camera order was canceled. I would like to have the camera I ordered or an alternative substitution product.

Business

Response:

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from [redacted] about the Sony ILCE-7R/B. An email was sent to the customer 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...⇄ />
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 e-mail I received is:"Dear [redacted],We have canceled your order/item(s) due to item unavailability. On occasion, popular items sell out before we can fulfill all orders. We're very sorry for the inconvenience." -Sony Customer CareAttached file is the order's availability status. Why is Sony making up other excuses now?

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 ILCE-7R/B. We sent him an email regarding the issue. We explained to the customer that we experienced a technical error on our website on May **, 2015 and it resulted to wide discrepancy in pricing and it is also true that the unit is not available. Our terms also state that "order shall not be deemed accepted by Sony until Sony's shipment of the products ordered". Funds have been released and customer may contact his financial institution to determine on when they will receive their money back. We won’t be able to honor customer’s request. Sony’s answer will not change in this regard.Sincerely,[redacted]