Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

472 total complaints in the last 3 years.
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:12/05/2023
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.
**** 65x930d I purchased this tv in, I believe, 2018 for $2000. This particular model has a known power issue that gave cause for an extended warranty through 2/2024. My TV has been affected by this issue. **** sent a contracted television repair man to my house. The repair man examined the television, both the exterior and circuitry inside. He informed **** (I was sitting next to him when on the phone) that there was damaged circuitry but no other damage to the television. I was contacted by a CSR and told I would receive a replacement television versus having mine repaired due to the issue. They asked for a few pictures of the unit. While the repair man was at my residence he licked his thumb and rubbed a part of the screen to remove debris. Because if this smudge, I have now been denied my warranty replacement for my defective product.I asked to speak with someone in a supervisory role. "******" told me that **** does not have supervisors. I asked for a direct phone number to a department where I could speak with someone else. "******" told me I cannot speak with anyone else. This is the worst example of customer service I have ever encountered in regard to a high dollar consumer product. This is a known issue, the warranty was extended to 5 years due to this flaw. To be denied my warranty due to a smudge is disgusting. I bought a **** product for the reliability I expect from such a company, and to know that if there is an issue the company will stand behind their product. This is not how a customer should be treated, this is not how a brand should be represented. At a bare minimum the parts to repair this subpar piece of equipment should be provided. The actually resolution should be to take back the defective unit, and provide a comparable one in its place. A former customer, **************************
Business Response
Date: 12/15/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************************** about the *************** XBR65X930D. **** offered exchange as one-time accommodation. Customer accepted the resolution.

Sincerely,

***************
Initial Complaint
Date:11/30/2023
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.
Case number #********. I purchased a ********* player from Amazon and had only used occasionally over the past year. By the time issues started occuring with it it, it was already past return date for Amazon so i went through **** warranty, called tech support, sent my package with the broken player as instructed in the email. Package was delivered on Nov 15th. It is now Nov 29th. I have contacted **** over the phone 3 separate times. First time the issue was escalated to a supervisor. No response email or call. 2nd time on Nov 27th it was escalated to another supervisor as well as being sent to another department to be handled. Still no response email or call. 3rd time i called November 28th to see if it was being handled yet and ******* could provide no update. It has been TWO WEEKS since the package was delivered. All I want is a replacement player shipped to me so I can be done with this nonsense. Since the reps/supervisors seem to be incompetent I am asking on the BBB for a resolution. I just want a new player shipped to me. That is all.
Customer Answer
Date: 12/08/2023
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:11/28/2023
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.
11/27/23 The nature of this issue has to do with ****s warranty program.I recently found a stuck pixel on a ******* that I purchased earlier this year. With that, it is still under warranty.Through this process you need to take pictures of the television and send them into ***** This is where the issue is.They give two ways to upload your images. Through replying to an email, or through a link they share. Neither way allows you to send a photo with over 10MB. This is near impossible for most people considering todays cameras take photos at or around 20MB. With this said, they WILL NOT allow you to follow through with your warranty until the photos are uploaded. So either you pay someone to edit the photos for you or you dont get your warranty.Lets be real, its 2023. **** makes cameras and smartphones. They know the average size of a picture. All Im asking for in this complaint is they allow up to 25MB for pictures for their warranty program. Youre asking for evidence on a 4k screen. You need to be able to provide evidence showing your case, not sending a **************************************************************** so I can explain further.
Business Response
Date: 12/12/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR55X90K. Customer's have an access to a warranty when they contact **** Support and go through ****'s process. Apologies, but there are certain standards and limitations when it comes to the requirements being asked. Customer was able to comply to those, nonetheless. **** offered exchange. Customer accepted the resolution.

Sincerely,

***************
Customer Answer
Date: 12/18/2023
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]

That isn't all true and I told your people on the phone that I had to pay a third party to adjust the file size of my pictures because I didn't know how to adjust the size myself.
Now, there's a new problem. **** found my case to be valid. Then told me they would schedule a company to pick up the **. Once I received the tv and had time to set it up and make sure it works, they would schedule a time to pick up the old **. This turned out to be a lie. Also, there were many problems that followed.
They hired a very unprofessional company that entered my house without consent, were rude to my wife, and tried to change our deal right then and there. They demanded that we hurry up, unpack the new **, pack the old one and give it to their drivers. Then, they wouldn't leave my house. My neighbors can serve as a witness to this unprofessional experience. Then, when trying to get a hold of **** to schedule a new pick-up because they charge you if the ** isn't returned in 15 days, they didn't call back for days. Once they did, they had the nerve to blame me and my wife for our experience with the company they hired.
I have included the email they sent me and a screenshot of the companies review average on ****** and Facebook. Feel free to read through the reviews. The only 5 star reviews are all fake and paid for. How can I prove that? They all start with the same line and are written in the same style.
**** treats their customers like 3rd rate citizens and has taken over 10 hours of my time on an issue that should have been fixed over one phone call. Not to mention all the stress and the terrible ***************** deliveries put my wife through.

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

Sincerely,

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

Business Response
Date: 01/05/2024
Dear Dispute Resolution Services:

We regret about the experience; feedback is taken. Based on the case, replacement has been delivered, and the old unit has been picked up as well.

Sincerely,

***************
Initial Complaint
Date:11/27/2023
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.
I purchased **** Linkbuds S(WFLS900N/B) on 10/8/23 and received the item on 10/30/23. One ear had sound issues and I contacted **** on 11/5 where I was told to return the defective item to receive a replacement. I ordered the Linkbuds in the color violet and was told to indicate this in my return process, which I did. I received replacements on 11/20/23 but the color I received was black. The violet was a special item partnership with a musician and included not only the unique color, but two custom EQs in the sound options. When I called **** (case #********) to report that I received the wrong item, I was told that I was given what was available in the warehouse when they ordered my replacement. According to their policy, if the color ordered is not available, the next available would be given. When I asked to return the unopened black item, I was questioned as to why I'd return it when it is exactly the same item, just a different color. However, it is not indicated on the website or box that the black has the custom EQs advertised for the violet. While I paid full price for the original item ($199), it should be noted that the item I'd paid for is on sale for $179 while the item I received is $129, therefore further indicating that it is not the same item as one has higher value even in a sale. I'd asked if I could be put on a waiting list for the correct color, but I was told that was not possible as my replacement had been filled. When I asked if I should call customer support again if I opened the incorrect item and learned that it did not contain the custom sound features advertised for the violet, I was told I could contact support if I had a defective item or had sound issues. My question was ignored and I was overall treated with impatience by two representatives. I opted to complete a survey during my last call, but ******* hung up before I could do so. I am willing to wait for the correct replacement, but if this cannot be filled, I would like a refund.
Business Response
Date: 12/08/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WFLS900N/V. **** prioritizes sending the same color, but if the same color is not available, the color that is available will be sent. **** is unable to offer another exchange. The replacement does have a functional failure. Refund is not applicable as well. It is not covered by warranty. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 12/13/2023
Better Business Bureau:

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

The complaint was not addressed. I was given the same response I received from their dismissive representatives. The details I provided explaining why I had an issue were not addressed. I merely received an auto response and further dismissal from **** attempting to write the complaint off. Specific color options are offered. If color options are not taken into consideration, I don't understand why **** offers color options and special partnership products. I did not receive the product I paid for, and claiming that the color is prioritized upon replacement but not provided if not available, when the product color is still being offered and sold online is not right. I will continue to pursue further action. I no longer want an exchange. I want a refund. I will gladly return the unopened product I was given.
Sincerely,
*************************

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

Sincerely,

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

Business Response
Date: 12/27/2023
Dear Dispute Resolution Services:

Sony contacted the customer and offered another exchange since violet color is currently available. Customer accepted the resolution.

Sincerely,

***************
Customer Answer
Date: 01/19/2024
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:11/14/2023
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.
TV Model: ********* Purchase Date: 9/30/23 Purchase location: ******* **** Case# ********. I purchased TV one month ago. Noticed a discoloration on screen. **** offered buyback. I declined buyback as warranty states: Sony Electronics **** solely for purchases made in ***************** and **** of ****** **** solely for purchases made in ****** (collectively "****") warrants this product against defects in material or workmanship for the original owner and any subsequent end user owner(s) ("You" or ''Your") for the time period set forth above as set forth herein. Pursuant to this Limited ********* **** will, at its option, (i) repair the product using new or refurbished parts or (ii) replace the product with a new or recertified/refurbished product of the same (or similar) model. For purposes of this Limited ********* "recertified" or "refurbished" means a product or part that has been returned to its original specifications. In the event of a defect, these are Your exclusive remedies. **** does not warrant that the operation of the product will be uninterrupted or error-free. The **** Rep already confirmed a defect in the *** The warranty states **** will repair or replace the *** Buyback is not mentioned in the warranty. I should be able to enjoy my 85" TV without defects.
Business Response
Date: 11/27/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR85X90CK. Customer's issue is concealed damage issue since day 1. However, customer declined to do the claim through the store even if the unit was still within the return/exchange period that time and wanted **** to replace the ** instead. Although customer reported the concealed damage issue after a month from the date of purchase, and it is beyond claim threshold, **** still granted a one-time accommodation, which is buyback only; this is a full refund of the purchase price, including tax. ****'s statement is final and will not
change.

Sincerely,

***************
Initial Complaint
Date:11/10/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I I purchase a **** XR-55A80CL ** from ******* It was delivered on November 9, 2023. The service delivery people turn on the ** and said they do not set **** I look through the paper work and did not find a manual to the television. I texted ************ on November 10. After putting in my first last last name, I received a message saying to start over. Then, I called **** technical support and spoke with *******, who did not provide a link to print a copy of the manual. Will **** please provide me a link to print the manual?Sincerely frustrated,*******************
Business Response
Date: 11/22/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the *************** XR55A80CL. Here is the link for the manuals: *************************************************************************************************************. If customer has further technical queries, please feel free to reach out to **** Technical Support: *************************************************************************************; the toll free number is ************.

Sincerely,

***************
Initial Complaint
Date:11/03/2023
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.
Hello,On October 20th I purchased from Best Buy the **** A95L television. The model number is *********. I noticed vertical lines while watching a darker scene from a movie. I ran different color slides on the panel to check the panel uniformity. All the colors were clean except grey. During the darker grey slides the panel exhibits vertical streaks near black. These streaks are visible while viewing darker content of movies and shows. I reached out to **** chat support on Monday October 30th. My case number is ********. The tech went through his troubleshooting and the panel still exhibited the vertical streaks near black. I sent pictures of the vertical streaks and he remotely logged into the television and I showed him the vertical streaks on a grey slide. He put me through to another department and this tech did his part and after he reviewed what the other tech went through he said that he would send the pictures to his engineering team and that someone would reach out to me within 3 business days. It's been 3 business days and no one has reached out to me yet. I looked online and seen that multiple people that purchased this product their panels are exhibiting this same issue. I've watch 2 professional reviews of this TV and both said their review sample showed the issue also. For a product so expensive I figured that the product would be free of defects. I don't believe that **** will be reaching out to me to help resolve this issue without the better business bureau assisting me. Thank you for your time.
Customer Answer
Date: 11/08/2023
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.
**** hasn't reached out to me. But that's because when I reread my report that I noticed that I missed a number in my phone number. Since this report has been submitted I watched a few darker movies and noticed that the vertical streaks near black are mostly gone. I confirmed this by running a few darker grey slides. I should of just let the television run for quite a few hours to see if this issue resolved itself. I'm sure that a few more hours and they will be totally gone. **** is the leader in the television industry and that the **** A95L is the best television anyone can buy.

Sincerely,

***********************
Initial Complaint
Date:11/03/2023
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 my **** 65 from **** roughly in 2020/2021. In September it stopped working and would blink the LED indicator 6 times in red. I initiated a warranty exchange/return because of this on 9/18/23. Replacement was approved 9/19/23. Delivery of replacement was 24 days later, on 10/12/23, outside of my available time window so I had to leave work early after informing the **mpany of when Id be available. The replacement was damaged so I got permission from **** - the **ncierge - to refuse delivery. The delivery drivers took the broken replacement and the original tv. Another replacement was immediately ordered and it came, yet again outside of my availability except this time I **uld t leave work, on 10/31/23. I gave permission to leave tv on porch because I have cameras. When I got home, the tv was not there and I found out they took the tv back because it was said to be a pickup as well. There is no pickup because original tv was taken on 10/12/23. As I looked at my camera footage on 10/31/23 I saw that only one driver was delivering the replacement, and when told to take the tv back off my porch he proceeded to drag the tv down my front cement stairs, bouncing it off each stair. I sent footage to the delivery **mpany as well as the **ncierge who stated the delivery ** was doing illegal things as they pay for 2 delivery people. Now, today, 11/2/23 I get a phone call/voicemail as well as an email stating that, in other words though, that I lied and they do need to pick up the original tv. Apparently the delivery ** nor the **ncierge have proof they took it. Thankfully I have footage and proof or else I would have to hope that the tv showed up at some point. When **** and I spoke the other day I was told I **uld get a reimbursement/buy back after another broken replacement. I ask for supervisor and am told hes the end of the line. I dont want to do this song and dance anymore. I purchased a new tv and would appreciate reimbursement for the original.
Business Response
Date: 11/16/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** KD65X75CH. **** Concierge is coordinating with the customer regarding the resolution. For concerns, he has to continue his correspondence with **** Concierge.

Sincerely,

***************
Initial Complaint
Date:11/02/2023
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 open box screen from my local conns, which is I was told is covered under **** warranty (and confirmed by ****'s website)After getting it home, I found a multiple faint horizontal lines across the screen, especially when showing light blue. I contacted ****, and they attempted to help me solve the issue on the phone. When that failed, they asked me to send in photos, and said that the ** was "the tv is within specifications", regardless of the obvious lines across the screen. I told them this was unacceptable, and they decided to send a technician.The technician arrived and was really nice. He explained that he saw issues with the screen, and stated that it was NOT consistent with burn in (I have this conversation recorded). He actually also noticed some other issues with the panel I hadn't previously noticed, and informed ****. After **** could no longer state the screen was "within specifications", they decided to say that it was "burn in" and not covered under warranty. When I pointed out their technician had said it was not possible to be burn in, **** said he was not qualified to make that decision. I don't understand why they would send an technician over, and then simply ignore him.
Business Response
Date: 11/15/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR77A80K. **** determined that the issue is not covered by warranty. The pictures indicate 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 and is not covered under warranty. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 11/15/2023
Better Business Bureau:

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

The **** technician that checked the ** in person said it was not consistent with burn in, and that there was no way the vertical lines could have been created from burn in. I have a recording of him saying that for proof. **** also only changed their stance as they originally said it was working within specifications until it was clear something was wrong.
Its very disappointing **** is disagreeing with their own technician they sent to check on the **.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/21/2023
Dear Dispute Resolution Services:

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

Sincerely,

***************
Initial Complaint
Date:10/30/2023
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 am 67 years old and have owned multiple **** cyber-shot "point and shoot" cameras for at least 20 years. These are the last 4 that I currently own. Over and over again, I am forced to buy a new model, when either the battery/chip lock breaks (see tape on the blue one) or the zoom feature locks and won't retrack. Frankly I am a little tired of them not standing behind the quality of their product(s). I just spoke on "chat" with a person and he referred me to a repair organization that charges $150 to fix 1 camera. This essentially forces you into buying a new camera because the price is about equal for a repair than buying new. Seriously I am tired of being bailed on over and over again by ****. They do not stand behind their products! There is a 1-year warranty on their products, and obviously this happens after 1 year. Why are they continuing to make disposable products??? The camera takes beautiful photos, high quality, and even freezes motion. I am very happy with their product quality. It just that when they stop working (at no fault of the customer) that it gets frustrating. Come on ****, why can't you do the right thing and deliver appropriate customer service when asked? I don't want money. I want the black and silver cameras replaced with a model with similar features. Each of these varied in priced between $180-150. I am asking for half of what I have spent--in 2 products of 4. Thank you for assisting me with this matter. (Pics attached)
Business Response
Date: 11/10/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Camera DSCW830. Customer stated that the unit was lost during a move and was just found. Certain variables, such as the amount of use (or lack thereof), a product receives, and the environmental conditions in which a product is being used, play a part in the life expectancy of a product. And since customer's unit is well out of warranty, **** is unable to cover repair nor ***** her replacement request. ****'s statement is final and will not change.

Sincerely,

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

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Sony Corporation of America is NOT a BBB Accredited Business.