Complaints

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

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  Sony Corporation of America

  25 Madison Ave New York, NY 10010-3685

• 

  Sony of Canada Ltd.

  115 Gordon Baker Rd North York, ON M2H 3R6

• 

  Sony Style Dallas Galleria

  13350 Dallas Pkwy Ste 1700 Dallas, TX 75240-6624

• 

  Sony Corporation of America

  2040 Redbud Blvd Ste 110 McKinney, TX 75069-8260

• 

  RCA tv/TTE

  General Electric 1484 Elmhurst Road Elk Grove Village, IL 60007-6417

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:05/10/2024

  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.

  4/13/2024 I bought an OLED TV from Best Buy on 4/13/2024. After discovering a dead pixel, Best Buy directed me to **** for warranty service. Despite providing the requested images, **** denied repair, deeming a dead pixel normal. Their request for non-zoomed photos using a phone to appeal is unreasonable.I'm frustrated by ****'s response, stating issues must affect viewing to be considered. This is unprofessional and insulting. The dead pixel is noticeable and diminishes my viewing experience, making it a persistent annoyance.I've asked **** to reconsider; I expect a resolution without further delay.

  Business Response

  Date: 05/27/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR77A80L. The customer's case was reviewed multiple times, and the findings remain the same: the ** is working within specifications. Therefore, either repair or exchange is not applicable. Based on the warranty terms, a display contains hundreds of thousands of individual pixels, and displays typically contain a small number of pixels that do not function properly. The Limited Warranty does not cover up to.01% pixel outages (small dot picture elements that are dark or incorrectly illuminated). ****** statement is final and will not change. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:05/08/2024

  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 a ******* from ****** and within 6 months the ** started to malfunction. I contacted ****** because I wanted to return the ** being that I had it less than a year. I told them that I should not be having problems with a ** that new going out and I know there will be future problems. They said I had to contact **** they came out replaced the entire computer board in the **. Fast forward to now the ** is now having light spots around the edges of the screen filed a warranty complaint and sent pictures in and **** said they would not cover it because it is physical damage to the **. There is absolutely no dmg to the ** and it hasnt moved from the ** stand where I have had it. Then they tried to to get more money from me by trying to sell me another **. Since receiving the email stating they would not cover my ** I cannot get in touch with anyone from the **** that was assisting me. They will not return my phone calls or reply to my emails. Before that I was able to get the rep on the phone and she responded to all of my emails promptly. I am very upset that I am going to be stuck with a lemon of a **. Even if they were to fix it again whos to say that it wont go out again. I do not want to be stuck with having to spend more money on another ** when this is not my fault. I have **s in my house that I have had for 10 yrs and have had no problems and this ** I had problems within 6 months. I just want my money back or to exchange the ** for a completely different brand so that I do not have to deal with **** anymore.

  Business Response

  Date: 05/21/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** **********. The ** has physical damage that is not covered by warranty. The customer was offered a discount towards purchase of a new ** as one-time accommodation. If she would like to take advantage of the optional offer, she has to contact **** Concierge. ****'s statement is final and will not change.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 05/21/2024

  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:

  My initial complaint is that **** is lying about my tv having physical damage so they can void the warranty. I originally had an issue with this same tv 5 months after I purchased it and they repaired it instead of replacing it. If they stood by their name they should have known that their product should not have broken down after 5 months. I told them then that I was not happy with them fixing it because to me it was a lemon and could potentially lead to more problems. Now moving forward I experienced issue number 2 and they still refused to fix it. I contacted them and ****** contacted them and they keep sending the same response. They did offer me another tv for around $700 and I let them know that why would I want to purchase another tv from them when they arent standing behind the one that I purchased from them in the first place and that also broke down within 5 months and they refused to replace it then. That makes no sense at all. 

   

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer Answer

  Date: 05/31/2024

  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 will continue to dispute because **** is not standing by their product and my television does not have any physical damage. I believe they just lied in order to not be responsible for a dud of a tv that they manufactured. I believe that it is not right to flat out deny a claim when this is the second issue I have had with this television. I will continue to say that I will never purchase any other **** product due to the treatment that I have experienced with this company. I have provided pictures that do not show any physical damage to this tv but where there is something going on in the background of the screen. MANUFACTURERS DEFECT.

   

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 06/07/2024

  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:05/06/2024

  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 bought the **** WF-1000xm4 on 11/02/2022 from BestBuy Store # ************ located in ***** (*****), ** for $288.88 including taxes. For the next few months, the earbuds were fine. But then in 2023, I updated the firmware to support multiple Bluetooth connections. At that time, the earbuds were able to connect to my smartphone and DAP. Since I only used the earbuds for short periods, I didn't notice an issue. However, as I listened to music, the first issue that I noticed was that one of the earbuds would drain faster than the other one (like one would be at 70% and the other one at 10%). And then I started noticing that the earbuds would not last more than 30 minutes. I have tried all the procedures **** recommends on their webpage. And I have also read many posts of users claiming the same problems that I am experiencing. Apparently, from what is said, the issues are related to the firmware upgrade but **** doesn't acknowledge that anywhere. Now my earbuds only last around 20 minutes (they go from 100% to 0 in 20 minutes). I think even if the earbuds are more than 1 year old, this is unacceptable. I tried to contact **** but their webpage doesn't show any email or page where one could request support Even a cheap pair of earbuds doesn't have this terrible battery performance. I want **** to explain to me why after the software upgrade the battery drains as many users also have experienced or is it just a coincidence? From my point of view, this is ****'s responsibility because it was their firmware upgrade that caused the battery drain issue. And I expect **** to repair my earbuds free of shipping costs and without any chargers.SERIAL: #******* MODEL: YY2948

  Customer Answer

  Date: 05/06/2024

  I flashed my device in July 2023. I didn't use my earbuds much from July to November because I didn't travel. So to answer the question: I first noticed some issues (battery not lasting) in **November 2023** when I was watching a movie. At that time I thought it was just a random issue and forgot about the problem because I didn't use the earbuds much again. But in March, I try to use them at work often and that is how I came to find out that consistently the earbuds don't last between ***** minutes and that the right side discharges much quicker and shuts down (as shown in the images).  It isn't just me who is experiencing this issue. Many users in the support forum (only way to contact **** apparently) claim that it is a firmware issue that ***** the battery. I don't know but my expensive earbuds are a disgrace. Even a cheap pair of earbuds lasts longer than mine.

  I added three more pictures that show what happens with the battery of my **** WF-1000mx4.
  
  Here are links of other **** WF-1000mx4 users complain about the same problem I am having:
  
  *************************************************************************************************************************************************************
  

  The battery from fully charged to discharged lasts between ***** minutes and the  right earbud discharging at a much faster pace. The earbuds battery used to last hours (I don't know how many but I could take a flight from coast to coast and the earbuds still had battery).

  Thank you for your attention and time.

  Business Response

  Date: 05/29/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WF1000XM4. For assistance regarding the customer's concern, he has to contact **** Support at *********************************************************************************************. Toll free number is **************. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/30/2024

  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.

  58 inch ** that was purchased Sept 7, 2021 at ****** The ** came with 3 year warranty. On March 1 the picture went out. I contacted ***'s and was told to go thru ***** **** has been contacted every couple of days since. I am being told one lie after another. From repair man coming to the house, to ** is on a transport truck, to refund will be given when ** is received.

  Business Response

  Date: 05/13/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about their television. The customer was contacted and said their TV is ******** and the issue was resolved two days ago.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/26/2024

  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.

  To Whom It May Concern,I'm writing regarding my recent purchase of a **** A80L TV from ****** Electronics. Bought on [date], this TV was a significant investment for me, given my physical disabilities and limited income.Upon inspection, I discovered a defect in the screen molding, affecting the viewing experience. As someone with physical disabilities, having a reliable TV is crucial for my daily entertainment and relaxation. However, this defect has prevented me from fully enjoying the product.Despite my efforts, resolution with ****** Electronics has been challenging. They require confirmation from **** before taking action, unnecessarily complicating the situation.I believe **** must acknowledge and rectify any defects promptly. I'm claiming concealed damage under the warranty. It's clear the defect is a manufacturing flaw, not physical damage.I urge **** to issue a Return Merchandise Authorization (RMA) to facilitate the return and replacement process through ****** Electronics. By doing so, **** can demonstrate its commitment to customer satisfaction.I trust the ********************** will ensure **** fulfills its obligations to its customers.Thank you.Sincerely,[Your Name]

  Customer Answer

  Date: 04/30/2024

  Letter not needed issue solved thank you **** team!
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  The bad design of ****** online login services have allowed some other person to sign-up for an account using MY email address ******************* I am the only person who has ever owned this email address, as I was an employee of ****** when I registered it on Gmail, before the Gmail launch.I would like to get my email address freed up in their system and no longer connected to this other user's account... because it is mine. I would like to (a) no longer receive account emails for this other person's account, and (b) to be able to signup for my own account under this email adddress, since it is MINE.On 1/12/2013, I emailed **** customer care about this problem and received no response.On April 11, 2024, I called **** customer care and they were unable to fix the problem, because they can't do anything with their ****************** account without answering the security questions of this other user who stole my email ************************ would like **** to:(a) delete or otherwise free up the account at ****************** so that I can use it, since that email address is mine.(b) fix their login system so that New accounts are round-trip email verified before allowing signup and usage, and so that if a user presents and verifies an email **********************, there is a mechanism for them to create an account even if that email address conflicts with an existing account in their system.. since verifiying that the user owns an email ********************** is proof the email address is theirs.

  Business Response

  Date: 04/26/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about his **** online login services concern. If his login concern is related to his Consumer Electronic devices, he has to contact **** through ************************************************** or toll free number **************. If it's Playstation related, the customer has to reach out to playstation.com/support or call **************. 

  
  

  Sincerely,

  
  

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

   

• Initial Complaint

  Date:04/12/2024

  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.

  My ******* displayed a message asking me to allow a software update to the *** I allowed the update. This ** had shown no problems prior to the update. On immediately attempting to turn the ** on again, it would not display any screen, it was blank, useless. In contacting **** and after being passed along many technician support representatives and following many discussions and instructions, it was clear that no remedy was was found, except to purchase a replacement. Considering the coincidence between application of the new software and the loss of the **, apparently the recommended new software upload caused the loss of the *** If thhis is the case, then this result should have been anticipated with introduction of the new software. After I supplied pictures of the ** (Model KD65X750H Serial # ******** requested by ****'s tech support, I received an email from ****'s Customer Relations stating that they refuse to repair or replace the ** without charge, and advised that instead of spending my money on repair for this damaged **, I should buy a new one. I purchased the **, which worked until the **** update, at Best Buy just 3 years ago. A Best Buy sales representative there advised that a comparable replacement to the ** would be a **** Bravia XR X90L LED 4K UHD Smart Google **, selling there at $1,199.99.****'s case number ********, per ****, **** National Customer Relations Before I allowed the update, the ** worked well; after the damage, it does not work at all, no *** I am asking that the ** be replaced with a comparable model at no cost to me. I sent this in a response to ****, offering a resolution, on 4/8. **** has not responded.

  Business Response

  Date: 04/26/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** KD65X750H. The customer's unit is well out of warranty. We are not able to offer exchange at no cost. 

  
  

  **** have spoken with the customer on 4/22/24, and he was given pricing for XR77A80L and KD65X77L. He has two weeks to decide from 4/22/24. Should he be taking advantage of the offer, the customer 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 AM to 7 PM EST

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 05/15/2024

  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 response by **** is an unsatisfactory resolution to my problem. The point of the request to **** replace the ** was that the ** had been working perfectly fine, until I received the request to upload your software update. Had I not allowed the update, I expect that the ** would have continued to work well. The coincidence of uploading the software, turning the ** back on with the immediate consequence of finding the ** useless, makes it hard to ignore software as the cause or to explain away to some other cause.  My guess, and it is only that, since I don't have the knowledge, is that something in the uploaded, recommended software now recognizes a condition that will now not allow the ** to work properly, that without the update would not have been prevented.

  In fact, having since reviewed online many other identical complaints made by others to **** who report the same result of updating, it gave me very good reason to believe that the update causes deliberately or indeliberately causes this problem and the loss of the use of the ** and resulting in the need to replace the obsolete **. If **** believes that the software is not a cause, I'd like anexplaination why there are so many that have complained about the loss of their ** directly following their update? It's clear that this may be a complaint that has been undoubtebly been raised to ****'s attention many times, but not resolved.

  It seems that the only best solution offered by **** is to just replace the damaged ** with a their new **** **.

  My **, out of warranty, yes, but less than 3 year's use before the update rendered it useless? 

  Best Buy advises that a comparable replacement will now cost me $1,200. I would again ask, other than discounts that are routinely offered by retail outlets that **** offeres as a resolution, that I be reasonably compensated up to the full amount of the comparable replacement for the loss of this ** due to the update. Please let me know if this resolution is acceptable.
  

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 05/29/2024

  Dear Dispute Resolution Services:

  
  

  The exchange at a cost offer was a one-time accommodation, given the fact that the unit is well out of warranty, and the customer has no proof of purchase. **** will definitely not offer an exchange at no cost due to the reasons above, and the customer's TV value has well depreciated, with an MSRP of $899.99. We will contact the customer soon, as we will revisit the pricing.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/11/2024

  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 owned my **** a80j for around a year and it hard locks. Meaning I cannot turn the tv off or do anything except pull the power cable. This is a very expensive tv and there are plenty of online posts about this issue. I believe a recall is in order or a replacement with a model that is no longer a problem. For us to need to pull the plug for a 2000 dollar tv is unacceptable.

  Business Response

  Date: 04/25/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the *************** ********. The unit has been determined for repair, and process will start once the customer uploads the proof of purchase of the ** and gets validated as in-warranty unit. Repair is the warranty coverage so it is going to be utilized. ****** statement is final and will not change.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/10/2024

  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 a pair of headphones that is having audio issues. After doing troubleshooting with support, they determined that my headset is not working properly, and it needed replaced. My headphones have a 1 year warranty on them. I purchased them in May of 2023. I provided my proof of purchase. I scanned the receipt from my purchase in store. Now, they are telling me that it does not have all of the required information. They gave me a list of the information needed, and the receipt has all of it. They are refusing to honor the warranty. I let them know that I would be filing a complaint, and they suddenly want me to call them. I do not trust them anymore. I want things in writing now. I want my headphones either repaired or replaced. I even offered to send my original pair back to them if they would send me a shipping label. I am not going to let them play games until my warranty is expired. I would like this done now.

  Business Response

  Date: 04/24/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WHXB900N/B. **** already dealt with the customer. The proof of purchase is invalid. **** is not able to honor the customer's warranty claim or make any accommodations. ****'s statement is final and will not change.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 04/24/2024

  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]

   Nothing is invalid. My item should be repaired or replaced under the warranty. ********** is more than welcome to contact me as well as the other customers that I have been communicating with regarding this issue.

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer Answer

  Date: 05/06/2024

  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]

   Sony is not honoring their warranty. I'm not the only one they have done this to. I have been in contact with many more people. They seem to have a rather difficult time taking care of customers. It won't end here. I encourage the BBB to post this publicly. Other public reviews and complaints are also on the way. 

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 05/17/2024

  Dear Dispute Resolution Services:

  
  

  ****'s statement remains the same, regardless of whether the customer continues to dispute it or not. **** is not able to honor the customer's warranty claim or make any accommodations.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/05/2024

  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 pair of **** wf100xm4 earbuds from a **** authorized seller on Amazon. The item worked perfectly until a recent update. This update was known to cause battery issues due to overcharging the battery in the earbuds damaging the battery in each earbud. My earbuds went from holding a 6+ hour charge to 15 min tops. ****** offers a 2 year warranty on this specific issue because it was caused by an official **** update****** fixed the issue with their following update but the damage has already been done. They're at hundreds of people from many different countries reporting this issue. It is well known and documented. I contacted **** to get this issue resolved through warranty replacement. After uploading Yung televangelist proof of purchase I was contacted by ****. The first representative hung up the phone on me mid conversation. I called back and spoke to another employee any my issue and they said there's nothing they can do for me even though my product falls under that 2 year warranty. After asking for further clarity from a supervisor or manager the employee refused to help me and said that he has the last word. He was very rude on the phone despite my attempt at remaining polite. I own many products from ****, from tvs, Playstation (2,3,4,5 and vr). I also sell **** products in the store I work for. I will not be buying any more **** products and I cannot recommend **** products to any of my customers. I will be sure to tell this story to any future customers to help them avoid the headache I have had to deal with.

  Business Response

  Date: 04/19/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WF1000XM4/B. ****'s records indicate that the customer's device is a scrapped unit and has no warranty with ****. Also, based on the proof of purchase, it was sold by Secondipity, which sells liquidated or scrapped items and is not a **** authorized reseller. **** is unable to honor the customer's warranty claim. Even special accommodations do not apply to scrapped units. ****'s statement is final and will not change.

  
  

  Sincerely,

  
  

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