Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

472 total complaints in the last 3 years.
183 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:10/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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,

***** *****
Initial Complaint
Date:10/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two **** Professional Displays, model numbers FW-********************.These displays are based on the ********** operating system. The Android Operating System features Voice Search functionality (it is literally the first thing you are presented with on the home screen). There is no built-in microphone on the display, but USB ports are provided to add peripheral devices. When the displays were initially set up, with USB mics attached, Voice Search operations worked correctly. Following a **** Software Update, Voice Search no longer works.The displays still recognize that USB mics are connected, and indeed they work correctly with other apps (such as ****** Meet). **** have either A) Purposely disabled USB mics (forcing users to upgrade to remote controls with built-in mics) or B) it's simply a software bug. **** Support refuses to answer which of these possible answers is true. It's one or the other - intentional, or a ************'s response is to hide behind the excuse of "we don't support third party devices".They refuse to answer any questions about this issue. It used to work correctly - now it doesn't. That's a problem!If they removed functionality intentionally, functionality which I paid for (the displays are supposed to support this feature!) then they need to rectify the situation by providing new remote controls with the mics built-in. If the problem is caused by a bug in their software, they simply need to include it in a bug report, as requested, and fix it on the next software update. If they are not willing to fix this bug, then once again I would suggest that at the VERY LEAST they should supply new remote controls with built-in mics/voice search as a workaround to this issue.Their current stance of "we don't support third party devices" is utter nonsense. This has nothing to do with third party devices. It's an issue INTERNAL to the displays, between the TV hardware/software/firmware and the Android operating system.
Business Response
Date: 10/28/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ******** about the **** BRAVIA 4K Professional Display. Professional Displays are handled separately. The customer has to contact Broadcast & Professional support at **************. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will remain as it is.
Sincerely,
*** ****
Initial Complaint
Date:10/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** refused to honor their one-year repair or replacement warranty.-------* * ************** ********* *or which I agreed to pay an additional $2,000, was delivered as a replacement to a failed *******. It was delivered by ***, unboxed, and set it down, apparently undamaged, on June 28, 2024 and has been unmoved since. It worked, for just two months before failing. The screen suddenly had a darkened vertical strip, about 1/10 of the screen. I hadnt touched anything, just watching TV.-------- I asked **** for help. After sending pictures of the problem, working by phone with SONY technicians, following their instructions, the TV screen is now totally blank, no sound. I asked that **** honor its one-year warranty and either repair or replace the TV.-------- **** quickly claimed the TV had physical damage and denied warranty coverage. A denial for this reason seems to be a convenient way of avoiding ****** responsibility, since it infers that physical damage was caused by the owner, as opposed to any other cause or defect in parts, manufacturing, or assembly of the TV by ************* Instead, **** said that I could now buy another replacement TV for the replacement TV, for an additional $1,749.99+ applicable taxes. This after I had already had to pay an $2,000 for their replacement TV. That would now be $3,749.99+ on top of the amount I paid for the original failed **************** I guess I should have been ashamed to have thrown good money away after bad, but I had faith that their TV work and if not, I thought **** was a reputable company and would stand behind their warranty, but now Im again without a working TV. -------- All Im asking **** to do is to be recognize, as I have, that this owner may not have caused physical damage and that its failure may be due to other causes. Im asking that **** honors their warranty, and either repair or replace the TV and at no additional charge than I have already paid for the replacement.
Business Response
Date: 10/18/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the *************** ********. **** determined that the TV has physical damage, not covered by warranty. The customer was offered a discount towards purchase of a new TV as one-time accommodation; however, the customer did not show interest. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 11/01/2024
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:

Sent from Mail for Windows

My complaint was that **** did not honor its warranty to repair or replace a TV that failed after just two months of use. It was met with a denial of coverage by **** because their assessment of the problem was that physical damage caused the problem, not of SONYs parts or workmanship. The TV had failed by the sudden darkening of a strip of about 1/10 on the left side of the screen. The TV had been working well until this failure. No physical action of any sort had been taken on the TV since it was delivered, unpackaged, and set down by their movers, **** two months earlier.

SONYs denial based on the claim that something physical happened to the TV provides an easy and convenient way of avoiding responsibility under the warranty to repair or replace the TV. I am just a consumer. All I know is that it just failed without any physical force or action of any kind.

I dont have the technical resources to factually refute their claim. I dont have the legal expertise or know where to go to challenge their claim. The cost of SONYs arbitration process could easily exceed the cost of the TV which I have now lost. Without any evidence **** merely has to claim it has no responsibility and the promises of a warranty are void.

As a consumer the only thing I can have is the faith and trust that corporations like **** have the integrity to do the right thing for the consumer they would have.

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

Sincerely,

***** *****
Initial Complaint
Date:10/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 75 *************** through *** wholesale club in *****,** in 2022.I moved to *******, ** in 2022 with the television and have had no issues with the television until 2-3 weeks ago. A dark spot suddenly appeared on the tv screen, and there has been no physical, chemical, or other damage otherwise.I contacted a local tv repair business last week asking about their opinion on the issue. They determined that the issue was not a cost-effective repair as it was a screen issue and was directed to contact **** to ask of my warranty status I contacted **** warranty who escalated my case to their technical department for warranty approval. I provided several pictures and was contacted 2 days later denying my warranty claim as the technicians determined from the picture that somehow it was physical damage. As stated before this was impossible as the TV screen defect appeared suddenly without being touched at all. I then contacted **** to provide further pictures as I did not agree with their assessment.Again, I uploaded more pictures from different angles, with different color ranges on the display. Today I was contacted that my claim was denied because they determined air particles damaged the screen. This conversation was had over the phone today at 10AM. I was extremely displeased and was escalated to a supervisor.During the conversation with the supervisor I explained that 1. How could they determine that my defect was caused by particulate matter from a picture. And 2. I did not agree that this was the cause, and would be impossible to determine a NEW and DIFFERENT reason from the first determination without an in person technician.I was told that there were no certified Sony technicians in my state of ********. I was offered no solutions and was blamed as the customer for the TV defect and told that was their final determination. It seems to me that no matter the evidence I would have been denied. I was also provided no alternate solution.
Business Response
Date: 10/17/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******* about the *************** KD75X80CJ. It has been determined that the TV has dust in the panel; foreign material in the TV is not covered by warranty. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 10/18/2024
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:

The supposed damage does not follow any airflow or dust pattern. Typically dust patterns surround edges of the LED/LCD or along the vent at the top 1/3 of the screen. This is a perfect circle as typical for a broken LED light at the center of the screen. The Sony technicians gave me two different reasons for the damage. This leads me to believe they are not reliable assessments. There is no option to be evaluated by a Sony technician. This leaves me the customer to foot the bill of a defective LED on the screen. Two different local TV repair companies independently determined this to be an LED defect. **** is not correct in this case. Attached images of typical dust patterns of other televisions (NOT MINE) and a broken LED pattern similar to mine. Thank you.

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

Sincerely,

******* *******

Business Response
Date: 10/31/2024
Dear Dispute Resolution Services:

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

Sincerely,

*** ****
Customer Answer
Date: 11/03/2024
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:

My answer remains the same despite ***** refusal to acknowledge their defective product. I have provided all evidence, followed all instructions, gone through all proper channels. **** is not a company that stands by its products and warranties. It is completely unacceptable and disrespectful the way they have handled my case.

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

Sincerely,

******* *******
Initial Complaint
Date:10/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of purchase 12/17/2023 Paid $83.46 I received a **** Walkman as a gift from my wife. She purchased it on **********. I registered the device on the **** web site.. The Walkman would not charge and was flashing a red LED error code. i contacted Sony Electronics at ************ and i was told they needed proof of purchase, a screen shot or scan of physical invoice, in order to honor the warranty. My wife sent me 2 screen shots from her phone. I uploaded them, and was told it would take 24 hours to be processed and was assigned a case number **********. The following day, 10/2/2024, I was contacted and told I needed to supply more documentation for the claim in order to return the faulty item and receive a replacement. My wife took screen shots from the computer, not the phone, and she sent me the order and invoice from **********. These documents provided all of the information that was requested. These documents are attached herewith. I contacted the Sony Electronics customer support to follow up and was told someone would be in touch with me. A woman did call me back and told me that they could not honor the warranty because the item was manufactured more than 7 years ago. I argued with her that I had just received the item a few weeks prior and the woman just kept repeating herself. I don't know what their manufacturing date has anything to do with a purchase made a few months prior. When you buy a car the warranty starts on the day of purchase from the dealer, not when they manufactured the car. I asked to speak to a supervisor or manager and was refused. This went on for a few minutes and ultimately they ended the call.I am seeking either a replacement item or a full refund.. If the had no intention of replacing the item, why ask for a proof of purchase, review the original phone screen shots and then ask for further information regarding the purchase? The refused to even connect me to technical support to try to trouble shoot the Walkman.
Business Response
Date: 10/17/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** *********** about the **** Network Walkman NWZW263BLK. **** is reviewing the case and will contact the customer within 1-3 business days.

Sincerely,

*** ****
Customer Answer
Date: 10/21/2024
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:

I was contacted by **** **************** and they told me they would issue a refund if I send the unit back to them and they were supposed to send an email with details, but I have not received anything from them. Aside from that they were very rude and obnoxious about the whole thing. They said there was no product comparable to send me a replacement but that is not true. They have a newer version of the waterproof walkman for sale on their web site and on ********** as well.

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

Sincerely,

****** ***********

Business Response
Date: 11/06/2024
Dear Dispute Resolution Services:

The customer's unit is a 2011 model and is no longer being supported. There is no comparable model listed using ****'s compatibility matrix. Regarding the buyback that was offered and accepted by the customer, there was a delay in receiving the automated prepaid label due to an error on the buyback work order. This was due to the model no longer being supported, but the error has already been fixed. The customer already received the return label via email, and once the unit is received by the warehouse, the check will be cut. Please allow approximately 2-3 weeks or so to receive the check via regular mail.

Sincerely,

*** ****
Customer Answer
Date: 11/15/2024
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
Date:10/03/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a claim against **** due to a series of unresolved issues with my recent order for a **** Alpha 7R V Mirrorless Camera. The details are explained in full in a document I will provide, which is crucial for a thorough understanding of the ********* of Transaction: Multiple attempts were made in September 2024. The final purchase was made using my mother's card after failed Affirm transactions.Amount Paid: I was charged twice by Affirm, totaling approximately two initial monthly payments, but no order was placed. My mother later made the full payment on her ************* Commitment: **** was to deliver a **** Alpha 7R V Mirrorless Camera.Nature of the Dispute:Failed Affirm Purchases: Despite Affirm charging me, no order was confirmed by ******* Confirmation Email: After paying with my mother's card, I did not receive an order confirmation or timely package updates.Incorrect Shipping Information: **** indicated the package had shipped when ***** had not received it.Wrong Product Received: I received a fisheye converter instead of the camera upon delivery.Resolution Attempts: I contacted **** customer support multiple times, but the issues persist. A case was set up, and I submitted the required documentation and photos. However, the situation remains unresolved and I am told this will take months, which does not seem reasonable in the slightest.Request for Refund: Given the ongoing inconvenience and error, I request a full refund and a clear resolution regarding my original camera order after returning the fisheye converter.I urge the BBB to read the full document attached to this claim for a detailed account of the situation, as it is critical to fully understand the extent of the problem.
Business Response
Date: 10/16/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the ordered **** Alpha Digital Camera ILCE7RM5/B. The sales team has updated the customer yesterday and mentioned that the warehouse investigation has been completed, and they have confirmed that the package was sent with the correct product and was packaged properly. Sales team opened an investigation with the carrier to determine if the issue occurred while in possession of the carrier. They will be following up with the customer if further details are received. They will need to await the investigation results which can take 2-6 weeks to conclude.

Only the sales team will be able to handle the case. The customer has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will remain as it is.

Sincerely,

*** ****
Customer Answer
Date: 10/18/2024
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:

No proof has been shown of what the investigation entailed. I just got a response saying "Our warehouse has completed our warehouse investigation and they have confirmed the package was sent with the correct product and packaged properly." despite receiving the wrong item, which includes a packing slip addressed to someone else. I have sent the same detailed *** that I sent the BBB office, which shows everything that happened with my order. It shows the wrong item, the wrong packing slip, that ***** did not receive the package when **** said they did, and anything else that was ever asked of me from ****. I have in good faith assisted in the investigation, but have received nothing back from **** showing their proof that they sent the right item, packed it correctly, included the packing slip with my order information on it, and anything else. This includes even sending the original detailed *** to *****, the one in charge of handling my claim, in the off chance that he never got or received it. I have just sent an email back in response to the one I received. Below is the email:

Hello *****,

Thank you for getting back to me. I understand that you are also contacting the carrier to find out what happened on their end, but while we wait, I have many concerns about the warehouse investigation you said was conducted. You mentioned, "Our warehouse has completed our warehouse investigation and they have confirmed the package was sent with the correct product and packaged properly." but this directly contradicts all of the photos and evidence that I have provided and was requested of me in the *** I sent your team. The box contained the wrong item, but more importantly, the packing slip was not mine. It was clearly for another order that was supposed to be packed and addressed to someone else. Given that this happened, it is not possible to accept that the warehouse actually packed and handled the order correctly. I will need to have all the proof related to this order that verified the resolution for the warehouse investigation. It is really disappointing that the warehouse incorrectly concluded that they packed and shipped the order correctly when that clearly wasn't the case. It unfortunately doesn't make me confident in **** and severely impacts the trust and relationship I hold with them. To better understand what actions were taken for the investigation at the warehouse, please provide the below requests:

What was undergone and what were the steps taken to ensure the handling of my order in the packing process? Please have whoever was in charge of running the investigation respond to me with a detailed summary of what was done.
Provide the communication logs or notes between the packing warehouse, logistics, and you so I can see the internal requests conducted.
Was surveillance footage reviewed when my package was being packed?
If the surveillance footage was reviewed, provide it in your reply to this email. Be sure to have the surveillance footage include the worker placing in the packing slip (must show my information on the slip and be legible), the camera (camera box must be legible), and the shipping label ( addressed to me and be legible) in one continuous, uncut clip.
The surveillance footage should also show the worker weighing the sealed package before the shipping label prints so we can ensure the label weight is not based on presets. Please provide the weight log just when it was initially sealed, and the weight log just before it was handed to *****.
When the package was weighed just before the handover of the package to *****, please provide the documentation of what time the package was actually handed over. (The ***** website showed not to have the package when **** sent their shipping confirmation email, as shown in the ***)
I will also appreciate it if you can provide all of the relevant warehouse and logistical records, and any other documentation that shows you sent out the correct package. I know it seems like I may be requesting a lot, but to me, this is absolutely necessary. I need to know exactly what the investigation consisted of, rather than getting a resolution with no provided proof. Considering the high level of this case, I would need to have my case transferred to a senior representative or senior case manager to ensure all aspects of the case have been addressed. I initially sent over a very detailed *** explaining every single thing I noticed or went through with this order. I feel that every point I referenced in that *** that I spent a long time writing and organizing, was not answered or responded to. Please have whatever higher level representative meticulously read the provided *** and respond to all points. Additionally, please have them provided everything requested in this email. Please get back to me as soon as possible with informing me of who you transferred this case to, and what I can expect differently as well as an new expedited timeline to resolve this case. Thank you for your time and patience. I appreciate the assistance you have given with the case thus far.

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

Sincerely,

****** *****

Business Response
Date: 10/31/2024
Dear Dispute Resolution Services:

The Sales Team updated the customer today, and they stated that the case is still being worked on. Once there is an update, they will be reaching out to the customer with further details. The customer has to coordinate with the Sales Team directly.

Sincerely,

*** ****
Initial Complaint
Date:09/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a **** WH-1000XM5 headphone in December 2023. As of September 2024, the plastic hinge on the right side of the headphones has broken. This damage occurred during normal usesimply putting the headphones on my ears as intended.According to the warranty information on the **** website (*****************************************************************************************************************), "Sony Electronics **** warrants this product against defects in material or workmanship." Given that the hinge broke under normal circumstances, I believe this issue is due to poor material quality during manufacturing.I contacted customer service and opened a support case (case number: ********), but they informed me that this issue is not covered by their limited warranty. The serial number of my device is: *******. I am seeking a resolution that includes either a free repair or a replacement of the unit due to the defective materials used.
Business Response
Date: 10/08/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ************ about the **** Headphones WH1000XM5/B. The issue is related to physical damage and is not covered by warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 10/16/2024
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:
Sony electronics does not honor their warranty in the timeframe promised at the time of purchase (1 year) and for the defect of the product (poor material quality).
******* **
Initial Complaint
Date:09/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/1/2024 I ordered a camera body from Sony Electronics Direct Sales in good faith. I ordered an Alpha 7R V Fullframe ILC camera body that retails for $3400. I received my package via ***** on 9/5/24. I received a correct box, but the camera body was a Alpha 7 III that retails for $1500. I immediately contacted **** and got a case #********. They asked that I send five specific pictures, which I did. I also contacted my credit card company to file a dispute, too. Every time that I have called **** for an update I am getting the run-a-round. I have been told that the investigation can take 1 - 6 weeks before they will make a decision. In the meantime I do not have the camera I ordered in good faith.
Business Response
Date: 09/25/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ****** about the ordered **** Alpha Digital Camera ILCE7RM5/B. The sales team is working on the customer's concern, and only they will be able to handle the case. The customer has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.
Sincerely,
*** ****
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a **** product on August 12, 2024. I was not happy the lens I received, so I reached out to **** to start the refund process. The gave me a shipping label and the product was received on to their warehouse on the 28th or 29th. I reached out to **** on September 4th since I knew the holiday just passed, and spoke to the ***resentative about how long it takes to receive a refund. He said it takes up to 2 to 3 business days for the refund to be initiated. I also did communicate to him that I did not receive an email, from **** that the product was received from the warehouse. This email was supposed to be sent per the refund email I first received with the shipping label. I then waited and contacted a ***resentative again on Monday, September 9th and the *** was like this is very unusual for a return to not have happen. I then communicated that I still did not receive an email. He then asked me my preferred communication to be reached out to, since he needed to escalate my case. I told him email. The following day I have not received an email or call from ****. I had to reach out to my bank, to begin the chargeback process. I will never buy a **** product ever in my life, and I may need to take legal action and ***ort them to the ***. There website states that refunds are supposed to be issued within 7 business days; however, I am yet to hear from them.
Business Response
Date: 09/25/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******** about the ordered **** Lens SEL50F18F/2. The sales team reached out to the customer and acknowledged her feedback. They also informed her that due to the dispute being filed, they will work on the case internally because they are not able to process a refund. The customer has been advised to work with her financial institution for further assistance, but if she needs to reach the sales team, she has to reply to their email or contact ***************************. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.
Sincerely,
*** ****
Customer Answer
Date: 09/26/2024
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]
They reached out to me, once a chargeback was filed. It had been very difficult to get in touch with ****. I was told I would receive a response in 2 to 3 business days, after the complaint was received by the bbb. However, it took them nearly a week to get back to me. I am now working with my financial institution for a refund. I dont know the camera lens is at, the shipping company does not know aka *****, and **** does not know. This has been a month of constant headaches and going back and forth. Hopefully, everything resolved soon.

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

Sincerely,

****** ********

Business Response
Date: 10/18/2024
Dear Dispute Resolution Services:

Since dispute has been filed, the customer has to work directly with her financial institution. The customer's case will be handled by the financial institution moving forward. **** sales team is unable to assist further. ****'s statement remains the same, regardless of whether the customer continues to dispute or not.

Sincerely,

*** ****
Customer Answer
Date: 10/23/2024
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 been having a hard time with this claim I s not back the package back in August. **** lied and said that the package was not delivered to their warehouse. After someone signed for the *******, and they refuse to release the photo to me. they told me they were filing a claim for the so called missing package. I called ***** the shipping carrier and to my a claim was never put in. Never put in, and I cant put a claim in because its under their account. I disputed with ****** which whom Im supposed to get buyer protection from. Who will also receive a bbb and ftc complaint. The ****** representative said they never mentioned that the package was delivered to another warehouse or that it was signed by *.*****. ***** told me they have the signature. Unfortunately, they told ****** that there was no item found. Do you think they had the nerve to notify that they found the package. Yeah, no I ordered an item that was nearly $1000, and they are trying to scam me. I also have the receipt from ***** where they weighed the box and it matched the weight of the item listed online. I am not only dealing with the incompetence of **** but also ******. I had to dispute my my other financial institution that are doing investigations. This company is a scam and I will never buy from them ever again. I also am filing a report with the *** and I may need to get a police report as well. In regard to this I also have recorded conversations with both *****, ****, and ******. But trust and believe this will get resolved.

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

Sincerely,

****** ********

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