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 Corporation of America

  4200 Conroy Road Ste 284 Orlando, FL 32839

• 

  Sony Corporation of America

  6363 W Sunset Blvd Los Angeles, CA 90028-7317

• 

  Sony of Canada Ltd

  5851 No. 3 Rd Richmond, BC V6X 2C9

• 

  Sony Style USA

  1 Garden State Plaza Paramus, NJ 07652

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:08/18/2023

  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 bought a XR-83A90J from Best Buy on 4/7/23. It appears to have some wiring issues with the internal speakers becuase it makes a pop and crackle sound in the first instance power goes to the internal speaker then is fine the rest of the time it is operating. Over time I noticed that the screen was getting some dicoloration around where I believe the bottom left speaker is and it has been getting worse.I called support on 8/12/23 to try and get a resolution and they tried a bunch of software changes and had me rewire the speaker in cable going to the *** Since I needed to shut everything down for a while to test the fix, they told me to call back the next day with case # ******** at ************. I called the next day at the number and it turns out it is not an active line. I called a different number was told that the tier 2 team only works Monday-Friday 8-5. I work those hours, but had some time on 8/18/23 before I went to a funeral and was told that their system is down and I will have to call next week because they can't help **** need the ** fixed or replaced in honor of the warranty.

  Business Response

  Date: 08/31/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** ********. Repair or exchange is not automatic. Troubleshooting has to be done and completed to be able to determine the applicable resolution whether repair or exchange. Customer may contact **** at the numbers below for further assistance and reference case number ********.
  
  ************ (toll free)
  ************ (long distance charges may apply)
  
  Hours of operation:
  
  Monday Friday, 9 AM 9 PM ET
  Saturday Sunday, 10 AM 8 PM ET
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/15/2023

  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.

  ****** WF-1000XM4 earbuds have a flaw that causes premature battery failure. I purchased my earbuds refurbished from Secondipity, which worked perfectly at first. After about a year, the right earbud only holds a charge for ***** min (instead of multiple hours).There is a widespread design flaw from firmware version 1.4.2 that causes premature battery failure due to excessive charging speeds. **** ***** admitted this when they put out an alert requesting people to contact them if the steps in an FAQ don't resolve the issue. (Photos attached).I've reached out to ****, and they refuse to assist or escalate the issue further. They referred to my unit as "scrap" and said that it had no warranty. They told me that the earbuds had a previous claim that was fixed and that's why they were "scrapped". However, the earbuds were not fixed. They shipped it with the firmware version 1.4.2 that causes the failure! Firmware 1.5.0 was supposed to fix the issue, but it wasn't available when I bought my earbuds. My Plan:- I will rally support on Reddit forums like /r/****Headphones and /r/****, combining that support with thousands of complaints on ******** I'm considering class action litigation and will encourage all to join.- I will contact Secondipity, making ****** stance about refurbished items clear. They need to know they're buying as-is scrap that has not been fixed, without the reliability that should be expected from a reputable brand.- I will contact SquareTrade (the warranty partner for **** Refurbished/Secondipity), encouraging them not to warranty these units anymore. This will decrease the value of these units and affect future sales. **** will lose money selling their "scrap".- I will post my experience in every prominent place that I can find to hold **** accountable and cause financial losses.My case number is ********. Take care of this before next week, and I'll consider this complaint resolved and stand down. Otherwise, I'll get started.

  Business Response

  Date: 08/29/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WF1000XM4/B. **** is not exchanging. Manufacturer's warranty and any special accommodation do not cover second-hand/liquidated units. ****'s statement is final and will not change. 
  
  Sincerely,
  
  ****************;

  Customer Answer

  Date: 08/30/2023

  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:
  
  

  A product's warranty status or ownership history should have no bearing on whether a company should stand by their products when a design flaw causes premature failure of the device.

  Sony has declined to assist in any way and has determined this to be their final position. I want this issue to permanently show as unresolved on their BBB page.
  
  Sincerely,
  
  *********************
  
  
  
  
   

  
  

• Initial Complaint

  Date:08/15/2023

  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 a sont Blu-ray /DVD combo player for the first time in Nov or Oct of 22. Within 120 days the machine stopped recognizing both formats . To play nothing. So I took it back and got a new one... Same exact thing... Doesn't even recognize a disk is in the drive .. and blu rays are "unable to play as player doesn't support format" . I brought said machine back for yet another replacement , now here we are... and again the same peoblem.. will not recognize or play Blu rays at all..even though it's a ****** Blu ray player... There is nothing that states this machine will need updates or software formatting on box or directions that I can find. Yet sonys people tell me that's what must be done... I don't own Internet access... I don't trust it beyond my phone. I wouldn't have bought the **** product if I knew it would need updates via internet as I don't use it. So I am holding **** responsible for this. As they should make this we'll known. I either want. Replacement or refund. For these ridiculous circumstances and problem. That shouldn't be. I'm hoping you can help prior to seeking legal action against **** . For false advertising and poor products being sold. I should have never had this problem. And wouldn't have

  Business Response

  Date: 08/29/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Blu-ray ******* Refund is not part of manufacturer's warranty. If unit is validated as in-warranty and is determined by **** technical support having functional failure, exchange would be the resolution. Customer has to contact **** at the phone number below and reference case number ******** for assistance.
  
  Phone Number: ************ extension number **** (valid only for the current case)
  Operating hours: Monday through Friday, from 10:00 AM to 7:00 PM ET
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/07/2023

  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.

  On June 28, 2023 I place an order online with Sony Electronics for a AV Reciever. When the reciver arrived via ***** the receiver was damaged from shipping. I boxed it up and shipped it back to **** via ***** with the return label provided by ****. I dropped the receiver off at ***** on July 6 and it was due to be delivered on July 10, 2023. The receiver was or is still held up by ***** and has not been delivered to ****. **** nor ***** have not done one thing to resolve this. The package is over a month late. **** has not made one effort to contact me about a refund or even replacing this receiver. The price is $3577.48; Order Number ********; ***** Shipping number ***************.

  Business Response

  Date: 08/22/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from Dr. ***************************** about the **** Receiver STRAZ7000ES. **** Sales Team processed refund for the price of the product plus sales taxes, minus the shipping charge; shipping cost is not part of refund. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/07/2023

  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 purchased the **** WH1000XM5 on Wednesday, July 27th, 2022 directly from ****'s website. They were delivered to me on Friday, July 29th. However, it wasn't until Thursday, July 6th, 2023 that I filed a complaint on ****'s website because I was experiencing an issue with the right side of the headphones no longer working. I received an email from **** Service and Support giving me instructions on where to send my headphones for repairs. They sent me a shipping label for said headphones, which were to be dropped off and shipped via ****** Issues with customer support began when they weren't sending me any confirmation that they received my headphones. In the email I received on July 6th, they stated that it would take "up to 3 business days for the warehouse to receive your product into our system. When the warehouse receives your product into the system, we will send you a confirmation email." ***** shows that they received my headphones and signed for the delivery (the name listed of who signed for delivery is "*******") on July 14th, 2023, and I received no confirmation from **** about my headphones, which leads me into my next issue. I didn't hear from **** again until Monday, July 24th, 2023. I received an email from SNA **************** Support stating that they couldn't determine if my headphones were eligible for exchange because they couldn't find the serial number. Within that email was a link that redirected me to a portal for me to upload proof of purchase for the headphones. I uploaded the receipt that was given after my purchase (serial number ************. I also didn't receive any confirmation about me submitting my proof of purchase. On July 28th, 2023, I received another email from SNA **************** Support where they accuse me of rubbing off the serial number. I would like EITHER a refund or replacement. Being wrongfully accused of doing something like this, without ANY proof, is a very shady business move.

  Business Response

  Date: 08/17/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WH1000XM5/S. **** initiated exchange and when customer's unit was received at the warehouse, the serial number was not visible. The *********'s serial number label is in a location hidden from normal use and will not simply fall off unless removed intentionally. For exchanges, final determination is the warehouse, as they are inspecting the return item. It is also ****'s policy to not honor exchanges/warranty claims for units without serial numbers. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 09/01/2023

  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:

  I do not know how else I can explain that I DID NOT rub off the serial number. I also do not know how else I am to prove that I purchased the headphones directly through ***** It is reprehensible that I am now not only down $430 dollars, but I am also burdened with partially functioning headphones. I have given all proof possible that my headphones are a genuine **** product. Honestly really disgraceful company practices on ****'s end, and I will not stop with my complaints until I am met with a satisfactory response.

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

• Initial Complaint

  Date:08/03/2023

  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.

  Tv model: KD65X75K Purchase date:1/20/23 SKU:6505136 Purchase location: ************************ I have purchased this television 8 short months ago. Had a stray black line randomly appear vertically. Spoke with customer service and they are refusing to honor their warranty which states. SonyElectronics **** solely for purchases made in ***************** and**** ofCanadaLtd. solelyfor purchases made ni ****** (collectively"****")warrantsthis product against defects in materialor workmanship for the original owner and any subsequent end user owner(s)("You" or "Your") for thetime 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 thesame (or similar) model.For purposes of this Limited ********* "recertified" or"refurbished" means a product or part that has been returned toits original specifications. In the event of adefect, these are Your exclusive remedies. **** does not warrant that the operation of the productwil be uninterrupted or error-free.Term: For the time period set forth above from the original date of purchase of the product when purchased directly from **** or **** authorized dealer (To determine if a dealer is in the **** authorized dealer network, please visit **: www.sony.com/retailers; ******: *************************************; or contact **** directly), **** wil, at its option, repair or replace with a new, recertified orrefurbishedproductor part,anyproduct or partdetermined to bedefective.I wish **** to Honor the replacement

  Business Response

  Date: 08/15/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the *************** KD65X75K. **** Concierge offered exchange. Customer accepted the offer.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/03/2023

  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 spent $500 on an order that never arrived and was told I could not receive a refund. I attempted to contact **** support in regards to this over the course of two weeks. My order, #********, was sent to an address across the country where I have not lived for 8 years. I contacted **** support to correct the address while the order was still in the warehouse. However, I was told that I needed to wait until ***** picked up the order. [Please reference this support chat in your system, as this agent was the root cause of the issue]I pleaded with support to correct the address BEFORE the shipment occurred and was denied. Per the support agents instructions, I contacted ***** when the order was shipped, and was told that only **** could reroute the order. I contacted Support again, and was told that they could not reroute the order, but that they could have it held at the delivery center and then rerouted to a delivery center closer to me. I called **** support to speak with them directly and voice my concerns that if this method didnt work, I would not be able to retrieve the package, as the wrong address is ***** miles away from me. On this third call, I was assured that ***** would NOT deliver the package, but would hold it and return it to the warehouse so that I could receive a refund. Despite all of this, the package was delivered to the wrong address. The complaint was then elevated to the escalations team, who callously said that since the order was delivered they could not issue a refund or replacement.However, they clearly did not review any of the text transcripts. The issue should be plainly attributable to apathy, inefficiency and blatant disregard - especially within the first support chat.The wrong address was auto-populated without my consent or knowledge, I manually entered my current address at the time of purchase.Most of all, I am shocked by the blatant disregard for a customer who has been with **** over a decade.

  Business Response

  Date: 08/16/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** online order made by the customer. **** Sales Team is unable to honor customer's refund request. Based from investigation, the item was delivered to the address that the customer inputted. 
  
  **** Sales Team acknowledged customer's feedback and was forwarded to the appropriate team. However, ****'s stand regarding the matter remains and will not change. 
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 08/17/2023

  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:

   

  **** continues to shift blame and avoid responsibility by oversimplifying the narrative.
  

  Their claim relies on the narrative that they delivered the product to an address that I inputted.

  However, this is lacking disturbing levels of nuance. 
  

  I contacted customer service to alert them of the ********************** change BEFORE the order left their warehouse.

  It was still in their possession to resolve, they chose to ignore my requests.

  I contacted them three further times BEFORE the package was delivered and was given false assurances that they would have it held at a shipping center. 
  

  **** did not do the following:

  1) they did not reroute the shipment per my request while it was still in their possession.

  2) They did not reroute the shipment per my request when it was in the delivery service possession. (Which only they, not I, had the authority to do. I attempted myself, was told that **** would need to do that, and communicated this to their team.) 

  3) They did not hold the package at a shipping center, which they promised they would on one support chat and one phone call.

  These multiple layers of failure all happened before the package was delivered - yet they refused to honor any refund or replacement.

   Lastly, I never input that old address, where I have not lived for many years. That address was auto-populated at some point which I never detected.

  Furthermore, the address was not auto-populated by my computer, because I have never saved that address to my computer. Most likely, ****s own website auto-populated this address based on some distant-past information. 

  The only address I ever input was my current address, which **** only used for billing and not for shipping.

  Multiple customer service reps failed to ********************** the issue and gave false assurances. 

  I must express my extreme displeasure at the absence of customer care and accountability.
  

  Any other reputable business would have been able to address this very simple need given the situation. 
  

  I am hurt that a company I have trusted so deeply, for so many years, would be so dismissive when the simplest of needs arises.

  I no longer request a refund or replacement, however I must protest the horrifying way this situation was handled. 

  With great disappointment,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2023

  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.

  My **** HT-SD35 sound bar randomly stopped powering on a few weeks ago. I have owned the unit for less than 2 years. I called **** and was basically told there is nothing they can do about it. They gave me a service center number to call and the service cost (with the addition of parts, labor and shipping) costs more than the purchase price of the unit.From research on the internet this seems to be a very common problem where **** Sound bars only last about 18 months the stop working. There is no solution from **** except to throw these units in the landfill and purchase another one.In my opinion as a plastic pipe manufacturer, **** is a bad actor towards our environment as their products only last ******************************** the land fill.I would like **** to make this right--they used to make products that lasted for many years.

  Business Response

  Date: 08/15/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Soundbar HTSD35. Customer's unit is out of the one-year limited manufacturer's warranty. **** is unable to honor customer's request. ****'s statement is final and will not change. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/01/2023

  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.

  On July 13, I pre-ordered a **** Xperia 1 V cell phone from the Sony Electronics Store (Order ********). In fact, I cancelled a pre-order through Amazon because **** advertised an earlier delivery date (7/28-7/31). Around 7am on the same day, I received an email stating "Both your new phone and promotional bundle will be shipped to you on Friday, July 28. You will receive a shipping confirmation email that includes tracking information once your items have shipped."Around July *****th, I noted that I had travel plans in early August. I reached out to the **************** team via live chat to find more details about my order, as I wanted to ensure it would arrive before my departure or place a hold for pickup if it wouldn't make it. At that time, it was stated that my package would leave the warehouse on 7/27 and could arrive on 7/28. On 7/28, I received an email alerting me that a package with the promotional bundle, but not the phone, had shipped and should arrive on 7/31. On 7/29, the phone "shipped," and was estimated to arrive on 8/1. On Saturday, I spoke with ****** from **** via their SMS support. I was concerned that the shipment showed ***** Ground, and the earliest it could arrive would be 8/******/2. I asked about upgrading the shipping speed, but was declined. I requested a supervisor, but the chat was disconnected by **** because I responded too slowly; I was then reconnected to ******. Ultimately, I was advised to let the order ship and return it if I could order it faster from elsewhere. A supervisor later left me a voicemail advising that I would need to contact them again Monday, but I also learned that the package had never actually shipped. On Sunday, I was again told to wait for Monday On Monday, I chatted was told I needed to wait again for a callback. Around 6pm, I asked for a supervisor callback, but never heard back. Just before 9pm, I reached out to the team again to follow up. The callback never actually occured.

  Business Response

  Date: 08/15/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the Xperia Mobile Phone ordered online though ***** The package has been delivered on 8/3/2023. If customer still has concerns, he may reach Sales Team at ************** and reference case number ********, or respond to the email sent to him.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 08/17/2023

  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 fully resolved.

  While it's true that my package ultimately arrived 3-5 days after it was expected, this delay wasn't just inconvenient, but caused me to have to pay a friend to wait at my apartment for more than half a day to receive the package due due to the "physical signature required" directive that **** gave to the courier on an economy shipping service (i.e one without a specific arrival time within a day)--an undesirable situation which I'd attempted to avoid days in advance by reaching out to the business. 

  In addition, no one from **** has even acknowledged that this is unusual, much less problematic, or taken any responsibility. If the shipping delay were the fault of ****** or cased by factors outside the business's control, I could understand. However, it should not be "business as usual" for a pre-ordered electronic worth well over $1,000 to "disappear" for multiple days before even shipping out. Coupled with the myriad times I was given incomplete or outright incorrect information, the total lack of urgency or regard, and the constant redirection when I requested to escalate the issue, this situation is absurd.

   A corporation valued at over a hundred billion should have adequate tracking on orders throughout the fulfilment process and provide accurate information to employees and customers. They should empower their customer service teams to remedy issues in real time; throughout this experience, i was asked to wait hours to speak to a supervisor, or days to speak to someone who could actually help. These contacts could not be scheduled at a specific time, and the overwhelming feeling was that those who may be able to assist were intentionally impossible to reach. The customer service team appeared to be little more than an answering service who couldn't even schedule an appointment, and at least one contact request went completely unanswered.

  At this point, **** should compensate for the excessive time lost trying to avoid, then understand, then remedy a completely unnecessary issue. Because the order was ultimately fulfilled, I think a credit toward a future purchase would be the fairest to the business, operating under the assumption that this was truly a one-off occurrence.

  Respectfully,
  *******

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

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

• Initial Complaint

  Date:08/01/2023

  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 a new **** KD-65X80J ** on January 21, 2022. In the first week of January 2023 **** updated the software of the *** When I turned the ** on the first time following the update I noticed bright spots covering about 2/3s of the screen. At this time the ** was still under warranty. I assumed the issue had to do with the software update so I didn't file a warranty claim, choosing to wait for another update to see if it corrected the issue. Three updates later and the issue hasn't been resolved. A local store is a **** dealer with a repair technician who does **** warranty repairs. I showed him pictures of the spots and he said it's likely a control board in the ** rather than a software issue. Since the problem occurred while the ** was under warranty I contacted **** and filed a claim. **** said the ** is out of warranty, too bad, so sad. I told them it was under warranty when the problem arose so they "elevated" the issue and I was told that the problem isn't the ** but is "dust on the **". Nonsense. Since the ** failed while under warranty **** should stand behind their product.

  Business Response

  Date: 08/15/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** KD65X80J. The dust accumulation in the panel is not a manufacturing defect and is not covered by manufacturer's warranty. **** is unable to honor customer's warranty claim. ****'s statement is final and will not change.
  
  Sincerely,
  
  ****************;