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.
181 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:01/22/2024
Type:Product 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.
Owned item - WF1000XM4/B SN:6403092. Item failed. Contacted **** Nov 2023 and opened Case#********. **** agreed to buy back the item for full refund of $264.99. They sent a fed ex label. I sent product back to ****. **** sent me an email Nov 20, 2023 confirming receipt of item stating I would receive payment within 2-3 weeks after the product has been received at the warehouse. I never received payment. Beginning of Jan 2024 I called **** to inquire. Was told product was received, they don't know why I have not been paid and that they will look into it and contact me in 24 to ********************************** Called again, was told they would investigate and I would be contacted in 24 to 48 hours, I was never contacted. 1-10-2024 called again was told case was sent to proper department, I will be contacted in 24 to 48 hours, never contacted. 1-12-24, called again was told case escalated, would be contacted in 3 days, never heard anything. 1-15-24 called again, was told they couldn't help me and I should call in a week. I told them since case was not being resolved I was going to contact BBB. Rep said go ahead as there was nothing they could do,
Business Response
Date: 02/02/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WF1000XM4/B. **** has updated the customer recently via email regarding his case. A new check has been generated due to unforeseen issue. The new check should arrive by second or third week of February, 2024.

Sincerely,

***************
Customer Answer
Date: 05/09/2024
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:01/18/2024
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 ******* at **** Club, in which suppousdly had a 3 year warranty with it. Within the last month the ** developed a black spot in the screen, in which i contacted **** to have a warranty claim filed. The ** worked fine until this point, i have not dropped, damaged and have not even moved the ** from the current location. Upon filing the warranty claim, i followed all the troubleshooting and requests for pictures of the ** showing the issue. Now... **** came back and said that they will not warranty the device because the issue is due to damage or stress inflicted on the **... They apparently can tell this through pictures and not inspecting the **. So essentially, without even putting hands on the **, doing any type of teardown or insection of the device, im being told im a liar and that its my issue. This is the worst customer service experience and i have never had a company make that kind of judgement based on looking at some pictures. I never knew that a warranty was subject to if the company wanted to fix it or not and they could simply probably save millions of dollars a year by telling the customer it is their fault.
Business Response
Date: 02/01/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** KD65X80CJ. **** determined physical damage on the television that is not covered by manufacturer's warranty. However, he was offered by **** Concierge discount towards purchase of a new television as one-time accommodation; panel repair is not cost-effective. If he would like to take advantage of the offer, he has to contact **** Concierge at ****************************** (Angel *** Mon-Fri 8 AM - 4:30 PM, EST, or he may respond to their email.

****'s findings about the ** is final and will not change.

Sincerely,

***************
Customer Answer
Date: 02/01/2024
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:

I have never had any physical damage to the Tv. Its been in the same location since the day I bought it. There are no cracks, chips, pressure spots anywhere on the Tv. **** insists this is physical damage so they do not have to repair or inspect. This is likely how they get out of actually providing warranty support. They the offer a deal to buy a product at a price that I can beat at retail which is of no value. **** says its physical damage the customer says it is not, the customer (me) is the only one who has actually looked at the Tv in person and **** wont even take the time to inspect it to prove their opinion.

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

Sincerely,

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

Business Response
Date: 02/23/2024
Dear Dispute Resolution Services:

Sony's statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Initial Complaint
Date:01/17/2024
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 an 85 inch **** Bravia KD-85X91J last year and it was mounted by the geek squad and today after the many updates today it turned off and it won't turn on I called **** and I tried everything they told me but it still won't turn on so they told me, after 1 year, thats there's nothing they could do that if I want they can send a technician but I have to pay for it, this is unacceptable that an expensive TV such as this one after an update it won't turn on and they want me to buy another one like if the money is found on the streets, I had to pay monthly for this TV and I'm fuming that it's total garbage, please don't buy this tvs from **** they won't last and they would suggest you to get another one or pay for the repairs this is crazy.
Business Response
Date: 01/30/2024
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 her voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 02/07/2024
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 have spoken to them but they wanted me to send receipts, which I did and I'm still waiting for them to decide what they want to do with me and the tv

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

Sincerely,

***** ******

Business Response
Date: 02/16/2024
Dear Dispute Resolution Services:

Proof of purchase was received, and Sony dealt with the customer. Unit is more than a year out of warranty. Sony is unable to honor customer's warranty claim nor provide any accommodation. Sony's statement is final and will not change.

Sincerely,

*** ****
Initial Complaint
Date:01/17/2024
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.
Subject: Frustration with ************************ and Customer Support ********* Customer Support,I am writing to express my deep disappointment and frustration regarding the ongoing issues with my ******* and the lack of satisfactory resolution from your company. I purchased the ** from Best Buy with the assurance of a warranty, but unfortunately, the troubles began within the first year.Initially, Best Buy arranged for a repair, as suggested by ***** to address the problem since the ** was still under warranty. However, just a few months later, the same issue reoccurred, prompting me to reach out to **** directly. I explained to your representatives that the problem is intermittent, making it extremely challenging to troubleshoot effectively. Despite my explanations, I was informed that troubleshooting was necessary and that the issue needed to occur again before any further action could be taken.I believe that **** should already be aware of the problem, as it is the same issue that was unsuccessfully addressed during the previous repair attempt. Insisting on waiting for the problem to occur again seems unreasonable, especially considering the uncertainty of when it will happen. I expressed my concerns about the extended timeframe, which could potentially extend beyond the expiration of my warranty. As a consumer, I should not have to worry about a brand-new ** failing again and being left without a resolution.It is disheartening to experience such a decline in customer service, particularly when I have been diligent in following the recommended repair process. At this point, I firmly believe that the ** I purchased is a lemon, as your team has been unable to identify and rectify the underlying issue. I believe it is only fair and justifiable to request a replacement for the **.I understand that businesses have faced challenges due to the ******19 pandemic, but it is crucial for companies like **** to prioritize customer satisfaction and honor the warranties that consumers rely on. Neglecting to address this matter promptly and appropriately will only contribute to the growing discontent among customers.I sincerely hope that **** will reconsider its stance and take the necessary steps to resolve this situation in a manner that is fair and satisfactory for both parties involved. I trust that my concerns will be taken seriously and that a viable solution will be reached promptly.Thank you for your attention to this matter.
Business Response
Date: 01/31/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR75X90K. Best Buy Geek Squad replaced the mainboard of the *** Customer complains getting the same issue intermittently. All of the audio/video processing are performed on the board. It is not a TV issue, but content or source issue. Exchange is not applicable, and **** will not offer either repeat repair or exchange. ****'s statement stands as it is.

Sincerely,

***************
Initial Complaint
Date:01/16/2024
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.
Filed a warranty claim. Met the criteria and was emailed that they would replace the item with comparable product or a product with better features. 2 weeks went by and then they asked for an invoice from where I bought it. Then they replied that all they could do was buy back the item. I said that the warranty said an item with better features would be sent if the same wasnt available. They wont honor it. I then said to send back the headphones, which they said were destroyed without my approval or knowledge. They said I agreed to this yet cannot provide any documentation that prove this.
Business Response
Date: 01/29/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WHG700/W. **** dealt with the customer. Since there is no same or comparable model available, buyback has been offered as one-time exception, but customer declined. Customer wanted to get ******* at no cost, which **** will not ****** since the model is an upgraded model. If customer wanted to upgrade to the said model, he will get it at a cost. If customer would like to take any of the offers, he has to contact **** National Customer Relations below and reference case ********. ****'s statement is final, and the offers are valid for two weeks from today's date, 1/29/24.

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: 01/31/2024
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:

[Your Answer Here]

****s warranty specifically states that the warranty will replace with an item of same features or better. The headphones requested are one model above. **** also destroyed my headphones without my knowledge or consent.

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

Sincerely,

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

Customer Answer
Date: 02/12/2024
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]
Sony has told me that as long as a technician annotates that because the current headphones are unavailable, they upgrade to the next. I received this information when I called last week.

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

Sincerely,

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

Business Response
Date: 02/23/2024
Dear Dispute Resolution Services:

Sony's statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Initial Complaint
Date:01/11/2024
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.
Good afternoon,I hope all is well. I bought a pair of earbuds, and I subsequently returned them as I found them for much cheaper locally. **** has sent me a strange email with the subject line "Case # ******** **** Order #********" saying that the earbuds are missing? The refund for what I returned is no where to be found. I want my hard earned money back. I have asked for clarification on what they mean, but this has never happened to me in years of online purchases; and they have not replied to me. The entire scenario has been very confusing; and as a **** customer for a long time, I need this looked into and resolved.Thank you,
Business Response
Date: 01/25/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about his RMA concern with **** Sales Team. Case is being worked on. **** Sales Team is having email correspondence with the customer. Apart from email, customer may also reach Sales Team at ************** and reference case number ********. Only the Sales Team is equipped to respond to customer's concern.

Sincerely,

***************
Customer Answer
Date: 01/30/2024
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:01/11/2024
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 a pair of **** WH-CH710N headphones new in July of 2022; they functioned as advertised. However, shortly after the one year warranty expired, in August of 2023, the right headphone speaker stopped working (likely the result of a poor wire connection in the unit). A call to **** support yielded a case number (********) and a recommendation to call their service center, ********************* for repair.A call to ******************** yielded a blunt "no, we won't repair that. If it's under warranty, we'll just replace it, but since it's out of warranty, you'll have to buy a new one." I have used **** headphones for over 35 years and have 1) never had a **** headphone fail so quickly and 2) never had such a rude response from a repair vendor. A call back to **** support received a "United Radio's word is final" response, with no further suggestion or guidance.These headphones did NOT see heavy use and were only used periodically during their (short) life. Considering the price of these headphones, I expected **** to repair or replace their unit--which was my experience with a prior **** headphone issue (out of warranty) way back in ****.
Business Response
Date: 01/24/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WHCH710N. **** dealt with the customer and explained that the unit is out of warranty. There is also no alert to exchange the unit even if it is already out of warranty. Headphones were designed to be exchanged, not repaired, should they have functional failure within the warranty period. **** is unable to honor customer's warranty claim since unit is out of warranty. ****'s statement is final, and it will not change.

Sincerely,

***************
Initial Complaint
Date:01/10/2024
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.
Purchased an A80J television in November 2021. Within the first few months, the ** would constantly freeze and require being unplugged to make operational again. It still does this now. By November 2023, large and still spreading areas of black/dead areas underneath the screen and frequent odd color glitching along one entire side of the television screen began. I have already and repeatedly restarted, unplugged, and performed a complete factory reset. This is clearly a manufacturer's defect and should be repaired or replaced by ***** Based on multiple online forums, these are known issues that **** simply refuses to correct.I have contacted **** Customer Support about this issue directly twice. They have refused to do anything about it saying that their standard, paltry one year warranty is all they offer on a very expensive product that should last close to or beyond 10 years and any issues beyond that one year, they could care less about standing behind their products or supporting their customers.
Business Response
Date: 01/24/2024
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, customer has to contact us at the phone number below, and make reference to case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 03/07/2024
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]
Hi,

Following up regarding complaint ID # ********.

**** did reach out. On 1/25/24 I spoke with two separate people, ran their diagnostic tests, and sent over a dozen additional pictures at their request. I was told an engineer would review the photos and a decision regarding replacing my faulty television would be made within two business days and I would be notified. On 2/9/24, having not received any update, I attempted contacting **** again via email. Now, nearly a month after they promised a response and despite my follow up email after, then, two weeks of silence on their part, I have still received no response.

Just as before my initial BBB complaint was filed, **** has chosen to ignore me and to continue to refuse to take responsibility for their products.

Please add this information to my complaint against them and let me know what else you may need from me.

Thank you,

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

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

Sincerely,

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

Business Response
Date: 03/15/2024
Dear Dispute Resolution Services:

Sony recently contacted the customer, but it was directed to his voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case numbers ******** and ********.

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: 03/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Spoke with ***** Sent them numerous additional photos, at their request. No response, weeks later. Had to add to my complaint here and only then did they finally call again. They claim one of the inner layers must be cracked or otherwise damaged in some way even though the ** has been on my stand in my room for two years; ever since getting the **, day one. No rough activities, no accidental bumps, no moves, no falls, nothing has ever gone on near the ** that could possibly cause it to suddenly be damaged in the manner that they claim. **** still refuses to accept responsibility for selling a faulty television. As stated before, they do not stand behind their products nor do they care about their customers. Life-long **** customer no more. Officially switching to one of their many competitors.

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

Sincerely,

***************************
Initial Complaint
Date:01/08/2024
Type:Customer Service 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 TV has a defect and is less than 6 months old and still under warranty. I told **** about that, but they are blaming me for misuse of the product, even though I did use it normally and didn't cause any physical damage. They are not willing to fulfill the warranty.Their chat representative was very rude, he had no more patience dealing with my complaint so he just closed the chat and left the conversation without any prior notice.I never expected **** to have such low quality of customer support.I am disappointed!
Business Response
Date: 01/25/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR48A90K. **** dealt with the customer. It has been determined that the issue is not covered by the manufacturer's warranty. The ** has image retention due to long exposure to static images or the same image is repeatedly displayed. This type of situation is not a manufacturer's defect. **** is unable to honor customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 01/26/2024
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:

This type of careless response to a customer is a manufacturer's defect. **** is unable to honor customer's warranty claim even though there was no improper use of the *** Therefore, after decades of purchasing **** products, it was the last time that me or my family members will purchase your brand. My statement is final and will not change.

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

Sincerely,

*************************
Initial Complaint
Date:01/03/2024
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.
I bought this brand new ******* in the past month, and it's unbelievable that their customer service and so-called engineers are giving me utter nonsense about their panels' apparent TV quality control issues. Then I found a vertical missing pixel bar on the left side and a dead pixel quite obvious on the right side as soon as I received it. Hence I contacted their support about this only to discover they don't admit their TV issues instead try to deliberately falsely accuse my brand new TV of physical damage and ask me to pay double the price for their TV with the picture on the left bottom that had a bit water marks where I tried to wipe the tv with alcohol infused microfiber cloth AS SUGGESTED FROM THEIR FAQ SECTION, this action did nothing to fix but gave them a chance to avoid honoring their warranty by practicing their FAQ solutions. My TV was handled with care and installed professionally, so it's impossible that there were any physical damages incurred, not to mention all the issues were found out as soon as I plugged in. Ironically the vertical missing pixel bar issue got fixed after hours long of continuous playing while the dead pixel on the right remained in place unfixed with pixel shift on, that's when I knew they were lying and probably were not even aware of any info on their FAQ section. there is no way real physical damage can simply get fixed with the pixel shift option enabled with 4 hrs of continuous playing, that's when I know their engineers are incompetent and support are making stuff up to avoid warranty services. This is very unethical and demoralizing for such a big company to have customer service and engineers like this.
Business Response
Date: 01/17/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the *************** XR65A95L. Customer's unit has physical damage and is not covered by manufacturer's warranty. In spite of the fact that issue is not covered, **** Concierge offered discount towards purchase of a new television as one-time accommodation. If customer changes mind and takes the offer, he may contact **** Concierge, and the contact information is in their email. ****'s statement is final, and it will not change.

Sincerely,

***************
Customer Answer
Date: 01/18/2024
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:

Thank you for reaching back to me, I purchased **** sincerely out of other brands out there because I grew up using **** products, this is the most expensive purchased I made for my television, which turned out to have dead pixel on it. I tried contacting support but Ive been told it is not covered as it is physical damage. Which is not true, there is no physical damage shown. I followed the guide from **** support to wipe it with dampened cloth from *******************************************************************. With all due respect, I have lost faith in your company and demand compensation for my hard earned money.

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

Sincerely,

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

Business Response
Date: 02/02/2024
Dear Dispute Resolution Services:

Sony's statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Customer Answer
Date: 02/08/2024
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 representatives failed to provide evidence of the ** has physical damage and made subjective false verdict based on low quality photo, moreover Sony Electronics representatives never intend to send any technicians to assess the ** panel since they know its a manufacturing defect that lead to defective pixels in which will prove them wrong with technician inspection. Despite the product is within warranty period, Sony Electronics representative ***************** sole false misinterpretation of information lead to Sony Electronics violation of Tort Law, the third restatement, product liability. Hence, this complaint shall remain unresolved regardless of whether the business continues to respond to it or not and shall remain publicly visible to regular consumers as legal citation.
Sincerely,
*****************

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