Sony Corporation of America

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from *** *** about his Sony Cybershot/Digital Still Camera DSCW710/B. We already contacted the customer, and offered him a Sony Gift Card worth
$The customer accepted our offer, he was also advised that turn around time for the gift card is 2-weeksThe Sony reference number for this is ***.Sincerely,*** ***

We are sorry to read that the customer is having issue with his new tablet. *** has very specific instructions for consumers with in-warranty repair requests. We recommend that the customer contact *** support *** at ###-###-#### as they have a program to quickly handle
tablet support for his SMS and battery issues. If necessary, *** 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 ** *** *** *** between 8AM and 11PM EST to arrange for a repair evaluation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have not yet received the products that I orderedYou are already covering the cost of shipping and the cost of the product - we passed that milestone about two months agoAt this point I require only that you ACTUALLY SHIP the product and that I RECEIVE the productI will not consider this complaint to be resolved until I have received the productsYou may NOT close this and I will NOT accept its closure until such time as I receive the items that I ordered from you in JulyI fully anticipate that you will fail to ship the product by January ***I further am fully confident that you will fail to update the order status page on that day and most likely will not update it for at least a week, in spite of the fact that I will be demanding updates every single day once the *** has passedYou will claim that 'sometimes it takes a day to update' which is what you told me back in NOVEMBER when I spent FOUR WEEKS trying to get an answer from youI fully expect that, following that, you will delay the shipping date or you will claim that you are unable to stock the productIt's not like this is some kind of custom order treasure or rare jewelIt's SHIRTSThere are probably thousands of vendors worldwide that would be able to get you some shirts within a DAYWhy aren't you working with one of those vendors? What is wrong with you that you insist on working with whatever company is miserably failing you and causing you in turn to miserably fail your customers? OH THAT'S RIGHT, you do not care about your customers AT ALLThis is clearly evidenced by the feedback of hundreds of unhappy customers via TrustPilotI will add that it is PATHETIC that you have responded to a few complaints on TrustPilot but have not responded to ALL of themIf you respond to one and not all, that is inconsistent and one of your company's primary problems is the disorganization and the INCONSISTENCY of your serviceYou can't even succeed at failureMyPlayDirect and all Sony owned products and people would be doing the world a favor if they disappeared forever todayMy New Years Wish would be to wake up tomorrow to the news that Sony did not exist anymore Please have someone, preferably a human being but at the moment I'd accept one of your worthless little robot minions - PLEASE have someone see to it that I RECEIVE the products that I ordered from you half a year agoUntil I receive the products, this complaint is NOT resolved because my COMPLAINT is SPECIFICALLY that you refuse to ship me the products that I ordered and, further, that you have no interest in performing the COMMONLY DECENT thing and COMMUNICATING with me about WHAT IS PROBLEMThis entire complaint is basically that you people DO NOT COMMUNICATELook at this - I'm having to work through a professional intermediary JUST to get you to TALK to meIt should have been as easy as I order the product and you ship it to meFailing to ship the product for the better part of a YEAR is not acceptable behaviorSHIP ME THE PRODUCTS ORDERED AND WE WILL BE DONE HERE
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I tried to contact *** with Sony who left me a message and a phone number to call. It was for Sony's general line and when I asked to speak with *** or to a ***/***, I was told that there was no one to talk toThe representative was difficult to understand and was interrupting me when I was trying to explain why I was asking for ***/a ***. I am not sure how I am supposed to address my concerns, when I cannot reach the person that I need to speak with.I did tell the representative to note in my account that I was going to contact you again and let you know that I was not able to reach the appropriate person
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are sorry for the delay in repairing and returning the customer’s phone to him. His phone was delivered to him on Dec ***. We have offered the customer an SBH-Bluetooth stereo headset accessory as a concession for the delays

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Incregarding the complaint your office received from *** *** about his XBR55HXWe already contacted a customer advised him that we already made a request from our product *** to assist him with
his issueThe reference number for this is ***.Sincerely,*** ***

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Incregarding the complaint your office received from *** *** *** about the Sony XAVWe already contacted the customer and advised him that we will be processing a full refund for his unitThe order number
for his refund is ***, with the amount of $We also advised the customer that the turn around time for him to receive the check is 4-weeksSincerely,*** ***

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from *** ***, about his Sony Home Theater System model BDVN790WWe already contacted the customer, and discussed possible option to help him with this problem
We advised him to email us *** *** the model he like that would be compatible with the applications he needs ,and we will advise him how much we could offer him the model as a replacement to the unit that he is having issue withThe customer understood our recommendation, we shall be waiting for his response.Sincerely,*** ***

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from *** *** about the Sony KDL70R550ASony has contacted the customer and we offered him a different TV model KDL70W850B recertified unit at no cost as a replacement
Customer will think about it and will contact us with his decisionWe have sent him an email regarding the specifications of the TV model that we offered as the customer requestedWe will wait for the customer's response.Sincerely,*** ***

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,

Dear *** *** ***,Thank you for contacting Sony Electronics Incregarding the complaint your office received from *** *** about his SONY SVE14A35CXHWe already tried to reach out to the customer and tried to make him understand why Sony support is offering a buyout for his unit. According from our service partner *** *** *** ***, they already ordered the parts needed to fix the customer’s unit. The current status for the parts order shows that parts are now available and a part is yet to arrive, however there is “no estimated time of arrival” for that partThe Parts and Accessories that he contacted is for Sony Sales, not for Sony SupportWe get our parts for service from different warehouses and dealersThis is why we are reiterating our offer for a buyout, we don't want the customer to wait any longerTo further explain the Sony warranty that the customer has, it is true that a refund or a buyout is not part of the said warranty but on a unique situation like this we need step up and offer a solution that would still be favorable to the customerWe already tried our best to have the unit fixedWe are not going to argue with the customer decision, we could wait until the part would be available or he may call us to process the buyoutWe could only say so much.Sincerely,*** ***

We're very sorry for the delayAs an apology for the wait we will ship your products for free once we receive stock at our warehouseThe product is on order, and it looks like it will ship by Jan * 2015. Again, please remember that you have not been charged

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
As I have told the last reps who have contacted me, just because they call me does not put me at ease or make me feel any better about what has been going onEach customer relations rep provides me with little to no information every days when they finally call me backThey waste so much of my time waiting for an update, only to tell me they're sorry but have no further informationThey talk you in circles and hope you will accept their excusesA rep on Thursday 3/** told me a replacement camera would be overnighted to meToday is 3/** I am still without a cameraThey tell you what you want to hear to get you off the phone since customer relations doesn't have a direct contact lineSo I'm still waiting for my "overnighted" camera that clearly hasn't been shipped and no one at Sony has any details what so everTheir customer relations/customer service is very poorThey have no sense of urgency and express no empathy for the customer and their unfortunate situation
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I just don't want to click accept yet because I still haven't receive the replacement TV yetI did and finally received a phone call this morning from ***She told me it will take 2-weeks and I will waitI just hope they won't back out on their words and give my father and my hopes up againI want to wait and see if they do come by my home for the exchangeMy father said it is greatAs long as the TV does not have the pixelated line on the screenIt is such a distraction. I really wanted to say, THANK YOU so so much for your help!!!! Without your help Sony will not contact me for any follow up and will just kept saying someone from Sony will call me 24-hours but never calls for months until I find your Revdex.comI would highly recommend this to anyone if they ever run into any problems with a business. My my father already marked down on the calendar to see within 2-weeks if they will bring an exchange to usPlease wait 2-weeks and check in with me to see if Sony does come by. I am really grateful for your Revdex.com!!! Thank you!
I'm counting down the days till they bring me a TV that does not have any pixelated linesWhat happenes if the replacement TV has issues that will arise like my TV that arises in a month??? I hope it will run smoothly and for a very long timeMy family is not looking to get another TV anytime soon
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Dispute Resolution Services,Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from *** *** about his Sony VPCF1390XThe time period for the limited warranty that accompanied the product at original purchase has expired and Sony will not be able to honor the customer's request.Sony considers this claim completed.Thank you, *** ***

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

We're very sorry for any inconvenience this has causedThe customer wanted to exchange their shirt for another size, unfortunately we were backordered on that sizeWe refunded the customer half of the total purchase cost

Dear Dispute Resolution Services, Thank you for contacting Sony Electronics Inc., regarding the complaint your office received from *** *** *** about the Sony KDL55NX720. Sony has already contacted the customer thru phone and email, we provided him the tracking number for the replacement unit, SYThe customer emailed us today Wed 2/*/11:AM, confirming that he already received the replacement television Sony now consider this claim as completed and resolved.Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI have received the item sent for repairs for which I could not get any status
information
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Good morning. Yesterday, after accepting this resolution. I did As SONY USA requested and called in with the event # *** to ###-###-####, option#4. Once again, they gave me the runaround indicating they had no such work order number. Also, still stating that I had yet to prove my purchase as I have already done numerous timesI spoke with “***” (yes I asked him to spell it) They have lied & lied to meAnd now they have lied to the Revdex.com as wellThey continue to skirt the issue at hand and to screw their customers for the “lemon” products they sell to them As a professional buyer, I know the and unusual routes to take to get a business to take care of its responsibilities and SONY USA (worldwide really) seems to be the bottom of the bunch
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***