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:07/31/2023
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.
06/10/2023 Amount:$598.80 **** refuses a refund, claiming since it says delivered on tracking I must have got it. This is a 600 dollar product that required no signature. I did not recieve the package. **** and Paypal are still "investigating" yet I am out 600 dollars. I recently re-opened the dispute with ****, but I still havent gotten a response. This is ridicoulous. If this escalates I will be reporting with State Consumer Fraud and go to the federal level as well.
Business Response
Date: 08/11/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Car Stereo XAVAX6000. **** Sales Team is unable to honor customer's refund request. Based from investigation, the item was delivered to customer's **********************. If unit got stolen/lost, customer may file a police report, in case someone turns in the package or it is located. **** is unable to offer replacement nor refund as missing/stolen unit is not covered by warranty. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 08/15/2023
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:
I, *****************************, am yet to receive the package and have not signed for its delivery. Despite my acknowledgment of ****** commitment to customer satisfaction, I must express my deep frustration and inconvenience caused by the persistent lack of resolution. It's worth noting that this package has been missing for an duration of two months, all while I reside in a neighborhood within *** known for its higher crime rates, shown by the presence of a police floodlight immediately outside my residence.
My profound regard for ****** products and services endures, and I firmly believe that a solution can be reached that reflects the renowned customer-centric ethos that **** is celebrated for.
I extend sincere thanks for dedicating your time and attention to addressing this matter. I eagerly await your timely response.
With anticipation, *****************************

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

Sincerely,

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

Business Response
Date: 08/25/2023
Dear Dispute Resolution Services:

****'s statement remains the same regardless if customer continues to dispute or not. Customer may reach back to **** Sales Team, but their response would not be any different.

Sincerely,

****************;
Initial Complaint
Date:07/26/2023
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.
Purchased a ************** on 9/04/2022 (KD65X85K) for $1,000 that has since started to display smudgey/blotchy pixels on multiple parts of the panel that are especially visible on light backgrounds but impact the picture quality in all scenes. I reached out to **** support for assistance who had me send pictures in of the issue described. The "engineers" looked at the pictures and somehow determined it was the air in our apartment that caused the issue? Even though we have a much older (6-7 year) ***** that we purchased for a mere $300 that has no issues of this sort whatsoever. Nor do my multiple computer monitors in the same air. Nor do dozens of screens at my workplace or any other screen anywhere I've seen for that matter. It's absolutely a manufacturer defect that they refuse to admit. Ludicrous response, completely bogus. I asked if they would send someone out to look, denied. I asked to get the scientific explanation from the "engineers", over the phone or in an email, denied again. No answers to why only their TV has this issue when no other, far older screens in our home exhibit this. We chose **** because we erroneously assumed they made good products and would stand behind them. They refuse to stand by their products. I will never purchase a **** branded device ever again after seeing how they treat customers of their expensive products.
Business Response
Date: 08/09/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** KD65X85K. 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,

****************;
Initial Complaint
Date:07/26/2023
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.
Purchased October 11th. I reported to **** customer service on May 5th that I noticed dead spots at the top of my **. The ** was hung immediately after purchase and has not been touched since. **** stated that damage was done to the ** based on photos. Their resolution was to get a discount on higher end model. The discount would have still been more than $400 more than I already paid on my current **. So basically given no credit for my ** and having to spend another $2000. The ** has no damage to the screens glass whatsoever. It is in perfect condition.
Business Response
Date: 08/09/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR75X95J. **** determined that the issue is impact/physical damage not covered by manufacturer's warranty. The one-time accommodation and optional offer to purchase a new TV at a discounted price, that customer declined, had expired since May of 2023. **** is unable to honor customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 08/10/2023
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 appreciate your prompt response regarding the complaint I submitted regarding the *************** XR75X95J. However, I would like to respectfully express my disappointment with the determination that the issue is considered impact/physical damage and therefore not covered by the manufacturers warranty.

While I understand that warranties have limitations, I would like to highlight that the circumstances leading to the reported issue were not within my control. I value the **** brand and the products it offers, and I believe in their quality and reliability. Given this, I was hopeful that an exception might be made in this case.
I understand that ****s statement is considered final and unchangeable, but I kindly request a reconsideration of my case. I remain a loyal customer and I genuinely believe that there may be some misunderstanding about the circumstances of the reported damage.

Thank you for taking the time to review my response. I look forward to any further consideration you might give to this matter.

Sincerely,
***********************;

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

Sincerely,

*************************
Initial Complaint
Date:07/25/2023
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 can't use the ****** NW-E394 Walkman Digital Music Player because their software doesn't allow me to move playlists to the new device.I've wasted 2 days of my life calling over & over again, getting disconnected, & I only get tech people from *********** who don't understand ******************* who refuse to let me speak to a manager & just repeat the same thing over & over again like robots. I WANT AN AMERICAN WHO UNDERSTANDS ENGLISH & knows how to fix this problem!!!I even bought an expensive **************** can't use that either because this problem isn't resolved.TERRIBLE COMPANY, the full details are attached.
Business Response
Date: 08/08/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Network Walkman NWE394. Customer refused assistance from an English-Speaking **** Support. Customer is difficult to handle, but if she will be cooperating in doing and completing troubleshooting steps with our technical team, we would be able to determine applicable resolution. Customer may contact the number below and reference case number ********, so we could transfer her to a technical specialist and proceed with necessary steps.

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,

***************
Customer Answer
Date: 08/08/2023
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:

[LOL, ,I love how you blame me for you hiring people who don't understand English. IF they understood me, we wouldn't be having this conversation, now would we? That's called common sense. I don't waste my time playing games, NOR do I lie.
I am NOT difficult to handle if you provide people who understand English where I don't have to repeat myself over & over again because they don't understand me the first time, the second time, etc.
Did you even bother to listen to the recordings? No, you didn't because if you did, it would be obvious that I told them what the issue was & they didn't understand me. Unless of course you don't understand English either. Where are you from?
I would like the name of the *** so I can file my complaint with him. You are now officially wasting my time & costing me money by treating me like garbage in your response. I love how you ignored the fact that I got hung up on at least 2 times. You are blaming me for your issues & not taking ANY responsibility for your issues & I don't tolerate that passive aggressive behavior from anyone.
Now if you have someone who actually understands English (doesn't just speak it) & knows that model well, then I'll call, but I'm not going to waste my time calling again just to get the same people from *********** who don't understand me.
I want someone high up in the office of the president. I have been waiting WEEKS for you to solve this issue. I paid for these 2 items & you aren't providing me proper service.

********]

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

Sincerely,

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

Business Response
Date: 08/18/2023
Dear Dispute Resolution Services:

Customer will be contacted soon by the relevant team.

Sincerely,

***************
Initial Complaint
Date:07/24/2023
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.
Dear **** Team,I am ******************************* from *************. My city's name is *********. I bought WF-1000XM4 earbuds on 28th June 2022 from Amazon.My right earbud battery lasts only 30 minutes, while the left earbud battery lasts around 2 hours after updating the firmware. I have seen on many forums that most of the users of WF-1000XM4 are facing this battery drain issue after updating the firmware.A **** customer care representative told me to visit the **** service center in my city, so I visited the **** service center today. At the **** service center, they told me that this unit will be replaced, and I have to pay around 7k per earbud because my earbuds are out of warranty. I told them that **** is replacing out-of-warranty WF-1000XM4 faulty units free of cost in many countries because the problem is with the software. They told me that they had no such guidelines from **** India, and I should call customer care again.Please replace my faulty WF-1000XM4 units.I have been using **** products since my childhood and have never had such an experience before.I look forward to a positive response from the **** team.Regards,*******
Business Response
Date: 08/04/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WF1000XM4. The special service accommodation for battery draining issue is only applicable in ****** and ** (including ***********, ******, and ******). **** is unable to assist if customer is outside the countries mentioned.

Sincerely,

***************
Initial Complaint
Date:07/24/2023
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 problem is with their Pandora **** I have contacted them several times since 2020. I keep getting the message Internet Browser will close due to internal error.Case #s ******** & ********. They seem to correct it eventually but it keeps coming back an average of once a year. My latest contact was on 7/7/23. **** representative told me there were aware of the problem & had no estimated resolution. The problem still exist as of today (7/23/23). My Pandora *** is stuck on one station with this message across the screen.
Business Response
Date: 08/04/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** KDL48W600B. Apologies for the inconvenience the issue has brought. There is no ETA on when issue would be resolved. For software related issues, either repair or exchange is not a solution, and also, unit is out of warranty.

Sincerely,

***************
Customer Answer
Date: 08/07/2023
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:

Nothing has changed. Still no resolution to the problem. I dont understand why **** is unable to correct a software issue.

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

Sincerely,

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

Business Response
Date: 08/25/2023
Dear Dispute Resolution Services:

Per checking on **** Support site (*******************************************************************), software update for customer's 2014 TV model, ***********, has already ended. Due to the age of the product, and due to the system requirements of new apps brought by constant technology upgrade, we regret, but there is no longer a resolution for customer's ******* issue. Current technology has already outperformed the *** ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 10/22/2023
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 purchased this TV in 4/2015. Only 5 years later they cannot support current technology. This is outrageous! This is a consumer rip off. I have also been trying to resolve this issue since 2020. It took them 3 years to determine that there is no resolution. Unacceptable!! They are forcing me to buy another TV if I want the Pandora *** to work. I am not satisfied.

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

Sincerely,

***********************
Initial Complaint
Date:07/21/2023
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 ******* (********* *********** from BestBuy on August 29th, 2023, and after a few months of use, I noticed the ** image was beginning to seem washed out, and there was a noticeable darker spot around 10 inches from the top right corner. On July 18th, 2023, I filed a warranty claim with the concierge department, and on July 20th, 2023, I was informed that **** "Engineers" decided this was not a manufacturer problem but was caused by my house being dusty and being positioned in the same room as an AC vent. I don't believe that to be true because my children have severe allergies to dust and my house has a whole-house filtration system, so dust is kept to a minimum in my home. I also have a problem with no one physically looking at the television. I've previously filed warranty claims with two other brands, VIZIO and *** and both sent out a technician or gave me the option of taking it to a specialist to determine the true issue. Finally, this is the second ******* that has failed in three years, and **** has refused to honor both manufacturer warranties. And if these **'s cant handle the small amount of dust in my house for the price i pay I would consider that a big problem that is absolutley a design flaw. My cheap 5-year-old TCL ** in the garage doesnt have an issue with dust getting behind the screen.
Business Response
Date: 08/03/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** ********. 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,

****************;
Customer Answer
Date: 08/04/2023
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:

[There is no way that you can tell me this is dust just by looking at a photo. Dust does not just happen to collect in one spot and make a symmetrical circle shape. What would be the harm in allowing an actual person to physically look at the TV?]
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 08/17/2023
Dear Dispute Resolution Services:

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

Sincerely,

***************
Initial Complaint
Date:07/06/2023
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.
Me and my friends was sending pictures in a group chat and Im the only one who got suspended because of it and i had everyone consent
Business Response
Date: 07/26/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the Playstation account suspension. ********************** is a separate company from Playstation. For assistance, customer has to reach out to Playstation at ********************************** via Live ******************* or Phone *************).

Sincerely,

***************
Initial Complaint
Date:06/30/2023
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 placed an order on the **** website for a few pair of headphones because myself and I few friends from my golf club had decided wed like to try them out given the good reviews. **** Order #******** We ended up settling on another product, so I returned the entire order using the provide shipping label, in compliance with ****s return policy. It has now been over 2 weeks since *** returned this entire order, and **** has FAILED TO REFUND ME. I dont understand why this has been such a complicated process. **** has informed me that theyre working on my case, and every email I send is responded with a generic response asking for more time. I provided my ***** dropoff receipt, and the products were returned to **** over 2 weeks ago, and I dont know why I still havent been refunded. Case # ******** **** Order #********
Business Response
Date: 07/12/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the order made through **** Sales website. Customer's case is pending for investigation with ****** **** Sales Team mentioned to the customer that once further information is obtained, he will be contacted by them. Customer may also follow-up with them at ************** and reference case number *********

Sincerely,

***************
Initial Complaint
Date:06/29/2023
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.
**** customer service is refusing to honor the warranty for defective wireless headphones. My wife purchased **** WF1000XM4 wireless headphones from **** *** on 11/22/2022 for me as a Christmas present. Beginning in May 2023, the microphone would frequently stop working during business meetings and others would not be able to hear me (conference calls, Zoom meetings, ********* Teams meetings, etc.). I contacted **** customer support by phone in June (**** Case #********). After IT troubleshooting (factory reset, software updates, etc.) failed to remediate the issue, which persisted on several subsequent business meetings where the microphone did not work, an associate by phone instructed me to provide proof of purchase for a replacement. I provided the proof of purchase from **** *** via their Salesforce upload application at the link provided to me by costumer support (the email receipt my wife received), including all requested information: retailer, order number, amount paid, date purchased, payment type, etc. **** has since responded multiple times saying what I provided lacks this information and as a result they will not honor the warranty. I have provided multiple times via email and the Salesforce upload tool, as well as called and spoken to a representative with no progress. They continue to deny I have provided proof of purchase. I have email trails for everything. This feels like a textbook runaround and I am seeking the assistance of the BBB in resolving this issue and holding **** accountable for their defective product covered under written warranty. Thank you in advance for your assistance.
Business Response
Date: 07/11/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WF1000XM4/B. The proof of purchase has been approved, and **** already initiated exchange.

Sincerely,

***************
Customer Answer
Date: 07/13/2023
Better Business Bureau:

Thank you very much for your support in this matter. Although I have not yet received a replacement item, **** has indicated that they will send in the coming days. I will update if not completely resolved.

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, pending receipt of the repaired or new functional item.

Sincerely,

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

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Sony Corporation of America is NOT a BBB Accredited Business.