ComplaintsforSony Corporation of America

Wholesale Electronic Supplies

HeadquartersMulti Location Business

Additional Complaint Information

Customer Complaint:

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Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
****s Breach of Promise and Deceptive Practices in Case #******** To whom it may concern,I am filing a complaint regarding ***** mishandling of Case #********, involving a promised refund that remains unfulfilled, and a pattern of deceptive practices.Background:On October 6, I ordered a **** A95L TV. I then added a speaker and subwoofer, based on ***** promise of a $350 bundled refund once the items were delivered. I spent thousands of dollars trusting this commitment. However, after multiple follow-ups, I received only $108.60far less than promised. Repeated attempts to address this with ***** representative, ******, were met with inconsistent and evasive responses, with him flip-flopping on whether I would get the full refund.On October 23, ****** acknowledged that $369.80 was owed, but communication remained inadequate. After additional delays, on October 30, he informed me I could return the sound system but would need to supply my own shipping boxesan unreasonable demand, as I had discarded the packaging based on ****s assurances. Efforts to escalate were denied, and I was continually redirected back to ******, despite my requests for a higher-level representative. Recently, he left a voicemail that offered no resolution and instead added further frustration.Requested Resolution:1.Immediate fulfillment of the $369.80 refund.2.A formal review of ****** and ****s financial department for their unprofessional conduct and lack of transparency.3.Compensation for the inconvenience, emotional distress, and deceptive practices that led me to make a large purchase based on false assurances.****s actions suggest manipulation to secure high-value sales without honoring promises. I am seeking a prompt resolution to restore my trust.Sincerely,Iridyan ******* ************************
Customer response
11/18/2024
Better Business Bureau:

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 resolved.

Sincerely,

******* *******
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Sony Blu-ray player model BDP-S1700/BM2 on July 19, 2024 from ******. Two months later it stopped working. I contacted **** customer support and opened a case # ******** for warranty service. I did as they asked, yet they still would not honor the warranty.
Business response
11/15/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the Sony Blu-ray ****** BDPS1700. The customer's unit does not qualify for an exchange due to the device being modified. The proof of purchase shows it is a region-free Blu-ray player. **** does not market region-free players. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer response
11/19/2024
Better Business Bureau:

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 bought this unit thru Amazon under the assumption that it was a brand new unit sold by ********* a vendor. There was no information stating it was a modified unit. I am out approximately $156 because you state it has been modified. I didn't modify it and purchased it in good faith that it was a brand new unit. I expect either a refund or another unit that works. If that is not acceptable, then I will never purchase anything by **** again and will assume they are being deceptive in order to not honor their warranty.

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

Sincerely,

***** ******
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently bought (October 17, 2024) a **** ******mm F2.8 ** II from an authorized reseller and on the box it shows that if I register the product with ****, I'll get an extended warranty totalling 2 years. However, when I go to ****'s website, I'm unable to log in because whenever I sign in, I'm blocked because I need to input an address. The address is forcing me to use a Canadian address, but I don't live in ******. This is on ****'s US website as well.This is very concerning as I'm unable to register for my product to qualify for the 2 year warranty. This is a clear violation of ********-**** Warranty Act. If I'm unable to properly register my product for warranty then I will be taking this up with *** as **** is breaking a federal law.
Business response
11/12/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** *** about the product registration and/or account management issue. **** is reviewing the case. The customer will be contacted soon.
Sincerely,
*** ****
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased the WH-1000XM5 Wireless Industry Leading Noise Canceling Headphones | Silver from **** not even a year ago, and the hinge has suddenly come apart after using it as intended. When I contacted **** support they informed me their warranty does not cover damages. I explained that I purchased an extended warranty and was told to contact the extended warranty department. This department can only be contacted through a toll-free number, which is outsourced to a third-party company. They explained to me that the warranty I purchased is only the protect, and I would need a protect plus plan to cover any damages. Interestingly enough, this was the only protection option at the time of purchase, and **** has since changed the options on their website when you go to purchase this product. Many other people have reported the exact same issue with this product, which clearly seems to be a manufacturing issue. However, when confronted with that knowledge, **** denies that it is an error on their end. How convenient that they can claim this as damage to avoid having to take any responsibility for the issue. What a joke to purchase a protect plan that doesnt actually protect my product in any meaningful way. **** is clearly a scam of a company, and I have seen many people comment that a class-action lawsuit should be started for their failure to take responsibility. In truth, a lawsuit would be much deserved.
Business response
11/08/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******** about the **** Headphones WH1000XM5. **** contacted the customer, but it was directed to her voicemail. To discuss the case further, the customer has to contact us at the phone number below and make reference to case number ********.
Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 9 AM to 9 PM EST
Sincerely,
*** ****
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a **** Bravia 77" QD-OLED A95L TV from ****** on 10-25-2023. The TV has been great up until this week when I saw what I thought was a large smudge on the center right section of the screen. I went to clean it off with a microfiber cloth, but it wouldn't come off. After closer inspection, it looks like the screen has become decolorized or perhaps has lost some of it's anti-reflective coating. It's extremely noticeable and has affected the picture quality (particularly when the background is black). Nothing was done to the screen to have caused this, and it's an unacceptable loss of quality for a TV that isn't even a year old and cost $5,000. Honestly, I'm at a complete loss as to how this could happen for such an expensive screen. There must be some serious quality control issues with this model if such a occurrence can happen so easily. I created a support case with **** on 10-17-2024 as the TV is still covered by the 1 year manufacturer's warranty. The support *** hit me with the "it's cosmetic damage therefore it's not covered" response. I told him that it's not cosmetic damage - there's no crack/scratch/bubbling in that area. it's the internal screen itself that has an issue. After offering no useful support, I asked the *** to escalate my case to the next level. The supervisor came on and said the exact same thing, offering no solutions or recourse for this issue. That left me with few options, and led directly to my filing of this case with the Better Business Bureau. I'm an honest person. I'm not looking for any freebies or to pull a quick one on ****. This was an overall excellent TV that I had zero issues with before now. However, I spent a lot of money on a top-of-the-line TV, and I expect **** to do the right thing here. If they don't, I can't in good conscience recommend other potential customers purchase ******************** from them. What good is a high quality TV if they won't support it? I'm asking for repair if possible, full ***lacement if not.
Business response
11/01/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ******* about the *************** XR77A95L. The issue is related to cosmetic/physical damage, not covered by warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer response
11/04/2024
Better Business Bureau:

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:

**** is absolving itself of responsibility for a design flaw in their screens. This is unacceptable.
Any potential customers who come across this case, look elsewhere for your electronics!

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

Sincerely,

**** *******

Business response
11/14/2024
Dear Dispute Resolution Services:

****'s statement remains the same, regardless of whether the customer continues to dispute it or not.

Sincerely,

*** ****
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have bought a **** headset from Best Buy on March 9, 2024. The headset has fallen apart in August. I called **** for warranty repair and they said that its covered under warranty and they will repair it. I sent them the item on 23rd of August and I havent heard from them for two months and when I called them again on October 15th they said that the warranty repair was denied because of damage to the headset and they will send me the item back, but they dont know when I will receive the headset . The plastic parts fell apart on its own within 6 month and so it should be replaced or repaired by ****. They denied the repair after 2 month of wait even though previously they said that they were gonna fix it.
Business response
10/30/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the **** Playstation Headset. Playstation is a separate entity; we do not have an access to their database. The customer has to course his concern directly to them via ************************************** or call **************.
Sincerely,
*** ****
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Back on July 17, 2024, I had a warranty for a black **** digital camera that I bought from ********** and they shipped me a label for repair. I sent it in and they said they could not repair it due to them not having the parts anymore so they mailed me another camera. I expected to have the same camera mailed back to me and instead I got a lesser grade, older model that had a much slower shutter speed that was silver color. It was a completely different model that was a lot slower. I received the camera in August 2024. Then, fast forward in mid Sept.2024, a month later the camera starting showing issues and problems because it was defective. I called **** and complained that the new camera had issues. They said to send it in for repairs or else they would replace it. I sent it in and then 3 weeks later it got returned to me on Oct. 14, 2024 UNREPAIRED. The camera repair shop emailed me and said they do not have the part anymore so they cannot repair it. I called **** customer service on Oct. 14 at 12:12 PM and they told me that they would escalate it so I can mail it back and they would mail me a replacement camera. On Oct. 14, 2024, I get an email at 5:55 PM saying they would not give me a replacement since it's out of warranty (**** case # ********). When I contacted them in August it was still in warranty. The shipping time to send it to repair and the 3 weeks it took to mail it back took a while. I was told by two **** **** that the camera would be replaced if it could not be fixed. I want **** to make it right and give me a new camera since they cannot repair it.
Business response
10/30/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Hasio about the **** Digital Camera DSCW830. **** offered buyback as one-time accommodation. The customer accepted the resolution.

Sincerely,

*** ****
Customer response
10/31/2024
Better Business Bureau:

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 resolved.
The Fed Ex tracking number **** **** **** and it was delivered Thursday 10/24/2024. I was told I would get a check in 3 weeks. I will let BBB know if I do NOT received it. Also, is infuriating that I had to contact **** at least 5 times to get this resolution. The customer service employees told me it was not under warranty but it WAS under the 90 day warranty. They basically could not count properly and gave me the wrong information and closed my case. It took writing to the BBB to get it opened, show delivered proof and speak to the supervisor **** to double-check that my camera WAS under the 90 day warranty. Most of the customer service employees on the phone at **** are incompetent and are unable to do their jobs properly without causing great aggravation to the customer which wasted a lot of my time calling them 5 times.
Sincerely,

***** *****
Initial Complaint
10/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased **** WH-CH520 Wireless Bluetooth Headphones new from ******, which I received on 10/15/23. The power button stopped working on 10/7/24. I contacted their online chat for help on 10/8/24. The agent ***** gave me troubleshooting steps, which did not correct the problem. He informed me that as the item was still under warranty, an exchange would be arranged and he would send me an email with further information. The invoice I had from ****** showed the shipping date as September 15, 2023. I had a series of correspondence with ****** at that time, because two weeks after I ordered the item I still hadnt received it. I spoke to someone at ****** then who investigated and found that the headphones were never shipped. They finally did ship the item, which I received on October 15, 2023 but ****** did not update the invoice or the paperwork to show the actual shipping date. I explained this to the **** chat agent *****, and he assured me that the item was eligible for replacement. I have the full transcript of the chat (transcript #*********, portions attached) ) in which I explained this situation and explicitly asked if sending them the original (and only) invoice from ******, showing the incorrect shipping date, was OK. ****** response was That is OK. No worries! Then on 10/9/24 I received an email from **** stating that they would not honor an exchange. I have contacted them since them via email reiterating what the chat agent told me about the item still being eligible for replacement and I have not received a reply as of today.
Business response
10/28/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** Headphones WHCH520/L. **** offered an exchange as one-time accommodation. The customer accepted the resolution.
Sincerely,
*** ****
Customer response
10/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been given instructions to return the faulty headphones, and upon receipt of the item, **** says they will send me a new item to replace the faulty one. I have not yet returned the faulty headphones nor received a new pair, so the matter is not yet fully resolved.

****** *****
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A few weeks ago, I discovered a minor defect in the front glass of my **** FE ****** GM OSS II lens (Model Number: ***********, Serial Number: ********, which I purchased on October 12, 2023 from B&H. I contacted **** ***************** and they confirmed that my lens was still under the 1-year manufacturer warranty. They approved my repair request and instructed me to send the lens to ************************ and Repair for warranty-covered repairs, despite my concerns about shipping the lens ********************** assured me that this repair center was professional and would handle the lens with care. They further assured me that any damages during transportation would be repaired under the warranty. Trusting this information, I went above and beyond to package the lens securely, using a whole set of bubble wrap, the original box, and an additional outer box for extra protection.However, after almost two weeks, Precision Camera sent me an invoice for over $900, claiming there were two scratches on the lens. But one of these scratches was not even present when I shipped the lens; I have photos to prove that only one minor defect existed at the time of shipment. Despite contacting both **** and Precision Camera, neither is taking responsibility for the additional damage, and both have refused to cover the repair costs.I find this situation unacceptable, as **** misinformed me about the repair process. The original defect was minor and did not affect the ***** usage, but now, with additional damage caused during the process, I am left with a significantly damaged lens and a repair bill of over $900. If I had been informed that **** would not cover any damages incurred during the process, I would never have sent the lens in for repair.I am requesting that **** cover the full $910 repair costs and any additional damages caused by Precision Camera for my **** *********** lens, which was damaged after being shipped to the repair center **** recommended.
Business response
10/28/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the **** Lens ***********. The issue and/or the customer's unit has been determined with physical damage, not covered by warranty. **** covered the return shipping of the customer's unit as is. ****'s statement is final and will not change.

Sincerely,

*** ****
Initial Complaint
10/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had ordered a Xperia 1 V phone from **** which was delivered to me in the next two days. Upon receiving the box, I noticed it was already tampered and found no device inside. I promptly reported this to **** and opened a case and sent detailed pictures. Case # ******** and also called ***** immediately. Since then I barely get update from **** and it's been 6+ weeks. I have sent multiple emails and I as a customer should not be penalized for an issue with **** or it's shipping partner. I also noticed that **** literally put the name of the device on top of the box that was shipped, so everyone in the supply chain knew what was inside the box. This is extremely casual and does not demonstrate care for the customers privacy.
Business response
10/23/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the ordered **** Xperia XQDQ62/B. **** Sales Team has processed the refund, and it should have already reflected or will reflect soon through the original form of payment. If the customer has further concerns, please contact **** Sales Team directly.

Sincerely,

*** ****
Customer response
10/25/2024
Better Business Bureau:

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]
After having made a customer go through 8-10 weeks of constant follow *** with minimum updates , im disappointed that **** only offered a refund after I filed for a BBB complaint. When they knew from the beginning as a customer I did not even receive the device I ordered. Horrible customer service.

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

Sincerely,

***** *****

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ComplaintsforSony Corporation of America

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