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

473 total complaints in the last 3 years.
182 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:06/07/2024
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.
The **** wf 1000xm4 earbuds were purchased in March 2023 from US amazon. Both earbuds are having battery issues including charging and battery life extremely shorter than normal/healthy life.The issue is I currently stay in ********* and the warranty from this purchase only covers US. And it is extremely hard to ship ** battery products from ********* to other country due to local laws. And **** would not cover my shipping cost. But this issue is beyond normal repair/warranty but a well known wf 1000xm4 as reported by many users on reddit (see page attached).******************************************************************************************************************************************** I think **** should either cover all repair cost including international shipping or cover the cost for repair by **** Singapore.The serial number for the earbuds is *******, which should link to my registered purchase on **** account.
Business Response
Date: 06/21/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ** about the **** Headphones WF1000XM4/B. The warranty on the customer's unit is applicable only in the **. The unit is out of warranty, but there is a special repair accommodation for the WF1000XM4 battery life issue that is applicable only in the ** and will only be available until June 30, 2024. The warranty does not cover international shipments. Given the customer's circumstance, wherein he is in ********* and international shipping is expensive and strict, it would be practical to just invest in a new unit instead. ****'s statement stands as it is.

Sincerely,

***************
Customer Answer
Date: 06/21/2024
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:

[Your Answer Here]
I would like **** US to bear at least partial of my repair cost attached from the screenshot, which the total repair cost is 172 (+9% tax) SGD ~ 138 USD.

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

Sincerely,

****** **
Initial Complaint
Date:06/03/2024
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.
Subject: Urgent Complaint Regarding Unresolved Issue with **** WF1000XM4 Headphones ********* Customer Support,I am writing to formally lodge a complaint regarding the unresolved issue with my **** WF1000XM4 headphones, which were initially a gift and a source of great satisfaction due to their excellent performance. However, since April 2023, I have been experiencing a persistent battery failure. Despite following all recommended troubleshooting steps, including firmware updates, the battery life has deteriorated to barely lasting 10 minutes.In October 2023, I sent the headphones for repair as instructed by your team. On November 2, 2023, ************ Repair informed me of a missing part that was expected to arrive by January 2024. Given the option to wait or request a refund, I chose to wait. However, as of now, there has been no sign of the part or any progress on my refund. My subsequent inquiries have been met with alarming silence and a lack of information.Additionally, my order number **** ***********, placed for investigation, has yielded no response or action. This ongoing issue has significantly impacted my professional and personal life, as I rely heavily on these headphones for work, gym, and daily activities.It has been over seven months since the initial repair request, and the lack of resolution is unacceptable. The absence of communication and proper customer support reflects poorly on your commitment to customer satisfaction. I urge you to prioritize this matter and provide a definitive resolution, ideally a refund, at the earliest. My patience has been stretched thin, and my confidence in your brand severely shaken.I look forward to your prompt response and a satisfactory resolution to this distressing situation.Please let me know if you need more information:************ Repair Order #********** Work Order: *********** ****************** **** Case #******** ***** Tracking: **** **** **** Sincerely,*******
Business Response
Date: 06/14/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WF1000XM4/S. **** is coordinating with the servicer regarding the status of the customer's unit. Once needed is obtained, the customer will be contacted.

Sincerely,

***************
Customer Answer
Date: 07/02/2024
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]
This complaint has not been resolved yet.

Sony notified me that I should be receiving a new earbud from ************* I have reached out to them, but I have not heard back nor received the earbuds.

Please refer to this case # Sony reference WO-******** l Case #********

Looking forward to hearing from you.

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

Sincerely,

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

Business Response
Date: 07/17/2024
Dear Dispute Resolution Services:

The earbuds replacement has been delivered to the customer's ********************** on July 10, 2024 via *** tracking number 1Z1286140374422247.

Sincerely,

***************
Customer Answer
Date: 07/22/2024
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:06/03/2024
Type:Product 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 **** Aibo which stopped working the day after I received it. I have contacted **** to have it replaced and/or Repaired. **** states it takes 7/10 business days. I have been getting the run around from ****. I have called **** many times. Representatives have stated that have updated my file and put comments in the notes. On multiple occasions I wound told that someone would call me back. However, I have not received any calls. It has been a month and a half and I still waiting for my returned product. This product cost $3,000 and **** offers no refund policy, yet I do not have my product. On 5/31/24, I received a email with an attached printable label requesting that I send the product back for repair. **** already has the device. I called immediately after reading the email and an employee stated that the email was sent so I can send the device back. I informed that employee that I have already sent the device back and receipt was confirmed and that I am waiting the repair to be completed. I was then told that I have the wrong department, which was fishy as I have spoken to someone regarding this issue many times. The number I was given was ************. I called the number and was told, while that do repair **** products, they do not handle my particular product. I then called support again and the representative told me that the previous employee should have been directed me to them. He confirmed that they did receive my Aibo (which I already knew). However, it did not know what the hold-up is, and that he would put in a note and have someone call me back. At this point, I am tired of the run around. Either repair the product and send it back ASAP (Next Day Air) or give me my money back. I should have had it back by now.
Business Response
Date: 06/13/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Aibo ERS1000. **** offered exchange as one-time accommodation. The customer accepted the resolution.

Sincerely,

***************
Initial Complaint
Date:06/03/2024
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.
July 6 2023, I purchased a **** 65 A95K ** from Best Buy, order number ******************. The Tv came with a known manufacturers defect where the Anti-Glare coating separates and forms bubbles underneath the surface of the screen. **** has replace other peoples ** for this exact issue, but informed me they VOIDED my warranty due to cosmetic damage (which is the bubbling from the manufacturers defect). There are patches like this on the entire screen, and it seems to me that it is progressively getting worse. I believe it has always been like this since I unboxed the ** and that it took me a few months to notice it around December/January when I first started reporting it to ****. I purchased the ** and hung it on the wall and havent touched it since. They claim that it is physical damage and that it doesnt fall under manufacturers warranty and refuse any further help on the matter. I gave up the last time I called **** because honestly, I was defeated. I couldn't take another customer rep from either Best Buy or **** telling me to call the others phone number one more time. I purchased the ** from Best Buy and they have given me the run around for months, I have spent hours talking to each of them on the phone and both just say the other must do something to repair it. **** says Best Buy must have their **** rep ******* **** for an RA number, Best Buy says that **** must fix it and they cant touch it within the 1st year since its under their manufacturers warranty. I dont know how or why **** came to the conclusion that this is physical damage without inspecting the ** in person, I've sent photos of the bubbling thats happening. Its extremely disappointing that Ive been having to deal with this from ****. I'm posting this in hopes that I can possibly get this resolved and to help others who may find themselves in this same situation that I find myself in currently. I will make sure to post any updates that arise during this process.
Business Response
Date: 06/14/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR65A95K. The ** has physical damage that 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: 06/24/2024
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 are not viewing the video of this. The ** was never inspected in person. The bubbling is underneath the surface, it is not a scratch or physical damage to the surface, I cannot physically get underneath the screen how is it that the bubbling is not a defect? Its has been continuing to spread, what causes that? A defect in the anti-glare coating which has been observed and warrantied in the exact manner by many other A95K owners. The determination that **** calls cosmetic damage, physical damage, damage to laminate is not accurate. This is a known issue with the anti-glare coating separating UNDERNEATH the screen, causing bubbling across the **.

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

Sincerely,

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

Business Response
Date: 07/21/2024
Dear Dispute Resolution Services:

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

Sincerely,

***************
Initial Complaint
Date:05/24/2024
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.
***** Case #********) In November 2023, I initiated a return on an SD card subject to a **** recall I purchased in 2019. **** provided a ***** label, and the tracking information confirms delivery on November 24th.I never received a replacement SD card. When I contacted **** customer service three months later, they claimed they never received my original card and requested proof of purchase, which is difficult to find after several years.Unfortunately, **** denied my replacement request due to the missing receipt, even though ***** shows delivery. This situation has resulted in me losing the original SD card without receiving a replacement.
Business Response
Date: 06/06/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************** about the **** Memory Card SFM64. The warehouse confirmed they did not receive the old unit. **** is unable to start an investigation and send a replacement without proof of purchase. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 08/09/2024
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]

Fedex tracking shows that the package was successfully delivered (see the original attachment).

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

Sincerely,

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

Business Response
Date: 08/21/2024
Dear Dispute Resolution Services:

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

Sincerely,

***************
Initial Complaint
Date:05/24/2024
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.
**** does not honor their manufacturer warranty. I purchased 2 pairs 5 months ago of their headphones. Both models are WG-XB910B. The headphones have a defect at the hinge causing the headphone band to lose structural integrity after repeated use. Both headphones I have purchased have signs of cracking at the hinge, one broke completely off. I submitted a claim to ****, they denied claim, saying the problem is physical damage by me. I have not damaged these headphones. I have just put them on my head, folded them up and put them back in the case. After some research, many customers of **** have posted on ****s website with the same issue.
Business Response
Date: 06/06/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WHXB910N/B. The issue, a broken hinge, 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,

***************
Initial Complaint
Date:05/20/2024
Type:Sales and Advertising 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 the **** HT-A9 and SW5 sound system from **** and have had nothing but problems since. Audio will constantly drop out and crackle. Over the first year of owning the product, I contact **** support multiple times asking for replacement and repair. Each time, they gave me new troubleshooting techniques and tips. I have fully reset the system, moved my router, moved all electronics, tried different wires and cables all to no avail. A popular tech YouTuber finally found out that this is a fundamental flaw on ***** part and tested and verified the systems WIFI problems here: **************************** From my research on the issue, this is incredibly widespread and most users are dissatisfied with the product. I continually requested replacement and by the time they agreed to the repair of the device (again, no ********************** is needed, they need to update their firmware to fix the WiFi signal issue causing the audio cutoffs), I was past the year ***** They wanted me to pay hundreds of dollars to ship the speakers and subwoofers to a repair facility and wouldnt provide packaging either. I spent just under THREE THOUSAND DOLLARS on this product and it hasnt worked since day 1. Im disgusted that they would release this and then not repair or replace during the 1 year warranty. I am done with them and want my money back.
Business Response
Date: 06/03/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the **** Home Theater System HTA9 and SASW5. When the customer initially contacted **** on 8/7/23 about the issue, he was emailed by **** and was offered an accommodation for repair (physical damage is not covered), and he needs to ship the units to our servicer at his expense since the devices are already out of warranty. However, the customer did not send the units, and almost a year has passed since the offer. **** is no longer able to provide any accommodations as the units are well out of warranty now. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 06/03/2024
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:

[Your Answer Here]
The company's response is accurate. But it does not address the problem that I bring up in my complaint. **** is aware of the defects of SOFTWARE in the device. Not hardware. Sending it for repair would be 1. pointless and 2. cost me money because **** would not pay for packaging or shipping for very large and heavy packages. Why would I continue to pay money and lose my sound system that I already paid thousands of dollars on for something that is 100% the fault of SONY??

It is NOT a reasonable compromise for me to pay my own costs for packaging and shipping (hundreds of dollars) and then also be without my sound system for potentially MONTHS. This is **** trying to avoid responsibility. When I contacted them further regarding it, I was told they would not budge on the packaging and shipping costs. This is a defective product and they should be held fully responsible.

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

Sincerely,

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

Business Response
Date: 07/26/2024
Dear Dispute Resolution Services:

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

Sincerely,

*** ****
Customer Answer
Date: 09/17/2024
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 wont resolve it

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

Sincerely,

******* ******
Initial Complaint
Date:05/16/2024
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 the **** 1000xm5 headphones that I purchased 01/2024. One of the right earpad fell off the head phones. I was just holding them from the head band and after a while I noticed the earpad was gone. I have never removed it in the past. When I reached out to **** for warranty service they refused to help letting me know that it does not fall under warranty service. The clips holding in the ear cushion failed and now I have to cover the replacement cost and was not provided with any other options.
Business Response
Date: 05/29/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from Naul Conejo about the **** Headphones WH1000XM5/B. Lost unit or supplied accessory is not covered by the manufacturer's warranty. However, as one-time accommodation, **** is sending an earpad replacement at no cost. The customer accepted the resolution.

Sincerely,

***************
Initial Complaint
Date:05/13/2024
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 March 22nd 2023 I purchased a **** Bravia Model 4K UR3. The television worked great for the first 7 or 8 months. Around Thanksgiving, it started having issues that appear to be a reflection of manufacturer error or faulty parts. The television will remain unresponsive until unplugged and plugged back in, the volume will randomly max out, it will freeze, crash and the screen will look multi colored randomly all causing us to have to unplug the device itself. I have reached out to **** support and they refuse to do anything to make it right, other than have ME pay to have a television repaired that should be covered under CONSUMER RIGHTS LAW which states regardless of warranty status, if a product is faulty due to a manufacturing error or defect it shall be replaced. Im not asking for a lot, I just simply feel when spending $900 on a new TV it should work for longer than 7 or 8 months. My last television lasted me 8 years for god sake.
Business Response
Date: 05/24/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **************** **** contacted the customer, but it was directed to his voicemail. To discuss the case further, he has to contact **** National Customer Relations 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, 10 a.m. to 7 p.m. EST

Sincerely,

***************
Customer Answer
Date: 05/27/2024
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 spoke to a representative of **** today, they are claiming due to being out of warranty they will not replace the television, however from my understanding because it has a software issue related to a manufacturer error seemingly, under Consumer Law Rights the company shall repair or replace the product at no cost to the consumer up to 5 years from date of purchase of any electronic device. I know this to be true, as I went through the process with Apple in 2019 when I bought an iPhone and a year later it needed a battery. Apple replaced the phone under consumer law right. I do not want to have my attorney represent me again, although itd be a quick case, if we can solve it here. A $1,000 television should not last only 2 years.

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

Sincerely,

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

Business Response
Date: 06/21/2024
Dear Dispute Resolution Services:

The customer's unit is out of warranty, and there is no known issue or service alert for **** to cover repair or exchange even if the unit is out of warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 07/12/2024
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 would like to progress this issue to court. Under Consumer Law Rights, regardless of warranty status, if a product has any software, hardware or related malfunction at fault of manufacturer, said manufacturer must repair or replace said item. This isnt my first rodeo.

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

Sincerely,

*********************
Initial Complaint
Date:05/13/2024
Type:Order 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 sent my camera and lens in for repair to ***** Once it delivered Fed ex uploaded a delivery photo. I noticed in the photo that my package had been delivered to the address a few doors down from ****s repair facility. I called **** and made them aware, hoping they could rectify the issue fairly quickly if they acted fast. Unfortunately they did nothing for a few days and my package was not recovered. They didnt attempt to recover it. Instead of trying to locate my package they replied with questions about my item and asking for proof of purchase as if any of that had something to do with my package being delivered to the wrong address. After several weeks of this back and forth of me providing various information, I finally received an email simply stating **** will not be providing a solution. No explanation , no offer to reimburse me, nothing. This is completely unacceptable from a business of this magnitude. My request is that **** either send my device back to me or replace it in accordance with the fair consumer trade act.
Business Response
Date: 05/24/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** camera and lens. **** will not be providing a resolution. We have been provided information by our contacts at the dealer. It has been determined that the customer's claim is invalid. If the customer wishes to dispute the findings, he may email *********************** ****'s statement stands as it is.

Sincerely,

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

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Sony Corporation of America is NOT a BBB Accredited Business.