Wholesale Electronic Supplies
Sony Corporation of AmericaHeadquarters
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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.
- 182 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/03/2023
Type:Service or Repair IssuesStatus: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.
This is about the **** Alpha 7 III camera. The shutter of this camera failed catastrophically, being ripped and torn by the camera itself, twice in 4 years and well below the ******* activations threshold guaranteed by the manufacturer. **** has refused to repair the camera and wants me to pay $700+ for the repair.I bought the camera in April 2018. After 8 months the shutter catastrophically failed. It was shredded at the edges and locked in front of the sensor (see photos).I contacted Sony Electronics and they referred me to Precision ************** for the repair.The camera was repaired under warranty. The shutter is guaranteed for ******* activations. Today, after 4 years it has ****** and it failed a second time. Exactly in the same way as the first one. See first photo.I have cameras from **** and **** that are still working perfectly. I have a SLRs (Minolta and Canon) from the ****s with their shutter still working perfectly. It's not normal to have a shutter to be ripped by the camera mechanism. The camera is always in the studio on a tripod. This is one pampered camera.For **** to not take responsibility for this and hide behind the "warranty expired" excuse is simply inexcusable. They don't stand behind their product.The second photo shows the first failure of the shutter and we can see that the lower edge of the sensor area was jagged and bent back in 2018. That's how the camera came out of the factory.This is a case of shoddy merchandise and **** should take responsibility for it. I contacted them before posting here. I insisted several times. They refused and made clear that they don't want to assume responsibility. In their opinion, I have to pay $700+ for a repair that is their responsibility. Again, the shutter is guaranteed for ******* activations, at *****+ it failed twice. That is not normal. I demand that **** fixes the shutter and solves the issue.Sincerely.Business Response
Date: 04/14/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Alpha Camera ILCE7M3. In-warranty repair was done four years ago, and the limited one-year manufacturer's warranty ended since 2019. **** is unable to honor customer's claim. ****'s statement is final and will not change.
Sincerely,
****************;Customer Answer
Date: 04/17/2023
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:I have been a photographer for about 45 years using several cameras from different manufacturers and I never experienced two catastrophic shutter failures like the ones that happened with the **** camera. In fact, some of those older cameras, from the ****s and ****s, are still functional today and their shutters never failed. Furthermore, ****'s own documentation GUARANTEES the shutter of the Alpha 7 III for a minimum of ******* activations. I have the metadata proof that the shutter in my camera is just above ****** activations, which is well below half of what **** guarantees. So, either ****'s claim about the life expectancy of their cameras' shutters are grossly inaccurate and they should take responsibility for being so misleading with their claims, or the shutter in my **** A7 III is a production anomaly and **** should morally take responsibility for failing quality control. Either way, their current response is showing a particular disregard for consumer satisfaction, especially because the repair of the shutter would cost a risible amount for ****.
Given the frequency of failure of a necessary component, the shutter, The **** A7 III seems to be a "lemon" according to US law. Articles appearing in the press, like "Camera-breaking **** A7 III shutters result in class action lawsuit against **** | Digital Camera World" outline how my issue is not an isolated problem. The correct, moral, and expected reaction of **** would be to recall their cameras and, at the very least, repair them without additional cost to the consumers.
Since they are refusing to take responsibility for a product that has been determined to be extremely faulty, it is therefore necessary to warn the consumers about not only the defective product but the questionable business practices of a company that is refusing to recognize their responsibilities, if not in the eyes of the law, in the eyes of what a reasonable person would consider normal, decent, and appropriate consumer care.Sincerely,
*************************
Business Response
Date: 04/26/2023
Dear Dispute Resolution Services:
Sony's statement remains the same regardless if customer continues to dispute or not.
Sincerely,
***************Initial Complaint
Date:03/29/2023
Type:Service or Repair IssuesStatus: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 **** WH-1000XM5 from Amazon on May 16, 2022 for $416.41 (inc tax). On 3-27-2023 I realized there is no sound coming from the right ear side of the headphone. Contacted **** and was told because I am unable to find the serial number associated with the product, there is no warranty coverage. For some reason, **** hide the Serial # in an obscure place on a printed paper. Unfortunately, the numbers printed on my headphone disappeared and illegible. I use my headphone in the gym a lot and at times use wipes to wipe it down. I do not know exactly how the serial # erased or robed off. I could only see the last 3 numbers out of the 7 **** claims is needed. I was shocked when **** refused to help me solely because I could not find the Serial #. Meanwhile I have evidence of purchase. The headphone was released not even a year ago. **** directed me to a servicer and classified my product out of warranty and the repairs was to come out of my pocket.Why is the serial number not included where there are other numbers such as Model #? Those would never erase. **** purposely printed the serial number in ink on a paper to avoid responsibility.I'm contacting Amazon to see what they can do for me. This is not fair for such an expensive item.Business Response
Date: 04/11/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WH1000XM5/B. **** contacted the customer, but it was directed to his voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.
Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST
Sincerely,
***************Customer Answer
Date: 04/11/2023
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:03/28/2023
Type:Delivery IssuesStatus: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 wife and I decided to order from ***** due to having everything else **** in our home. We made an order on the 18th of March. Our TV was due to arrive on Monday the 27th. I called out of work that day to be home to receive our TV. I also called the delivery service (AIT), to get a time frame, I was given 3 separate time frames and each time frame that passed, I gave them a call and they ensured me it will be delivered today. I finally called after 530pm to see where my TV was at, to be told it will not be delivered that day and will the next day. I then made an appointment with them for the next day(28th). When this unprofessional company called with provocative language telling me they are 15 minutes away, they showed up with the wrong TV, a **** 65inch tv instead of my 85inch. They are blaming **** and I called **** who is saying they sent the right Tv. At this point, I feel Scammed, and my time has been wasted. No one has giving me any hope that this matter will be resolved.Order number ******** ************************* ************************************************************************ ********************* ************ ************Business Response
Date: 04/06/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** online order. Customer has already been refunded by the **** Sales Team, and customer's case is resolved. If he has further concerns, he may call them at ************** and reference case number *********
Sincerely,
***************Customer Answer
Date: 04/28/2023
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]
This case can be close, however **** is a bad company. **************** is the worst Ive seen.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
Date:03/27/2023
Type:Product IssuesStatus: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 an authorized retailer. When playing a 4K disc it will Freeze requiring me to stop power off and start playing a disc again. I have to unplug the power cord than power it back on to get my music cd out the tray. I have read some reviews from others who have had these same issues with ****'s 4K ********, and it seems to be a well known issue with this model. I have attached other customers' complaints. Yet **** have never issued a recall for this product and continue to sell it with no warning to consumers. I do not want to sell the product second hand because I think that would be immoral knowing the issues with this model. I am requesting to return this model directly to **** in exchange for store credit at the **** Direct website ********************** for the value I paid for the ********* Receipt also attached.Business Response
Date: 04/06/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Blu-ray ****** UBP***** Store credit or refund could not be granted as it is not part of warranty. **** explained the need to troubleshoot to know if unit requires exchange (for in-warranty units) due to functional failure. Customer will contact **** once he has access to the device for troubleshooting.
Sincerely,
***************Initial Complaint
Date:03/24/2023
Type:Service or Repair IssuesStatus: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 77 TV Bravia 4K VH21 end October 2022 through Costco.com. Top of line about $2500 for our new build home. Had tv installed December 2022, it worked. February 2023 there was a software update and since then the screen is green when turned on. You need to reset or unplug and replug for it to play properly. Contacted **** since February and **** says theyre aware and are working on fix. They cannot give any time frame. It is under warranty with **** as its past the 3 month return policy with ******. So tv can just not work properly and theres no repercussions??!! Spoke with ****#********** & They said theres nothing they could do. That Im not the only one. So I pay $$$ and they dont have to supply working tv???!!!Business Response
Date: 04/06/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the *************** *********. **** contacted the customer. The software update to resolve the issue has been released and downloaded by the customer.
Sincerely,
***************Initial Complaint
Date:03/20/2023
Type:Service or Repair IssuesStatus: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 got a **** cyber-shot DSC-W800 that stoped working on me out of no where and only had it 6 it six month my mom gave it to me as a gift befor she died so if us need the receipt to verify it for warranty I cant get it and so I tryed charging it and wont charge or even turn on and nothing u will see in the pics it ************** and stuff all I would like us to do is to please replace it seeing it was last gift my mom will ever give see she gave it to Just befor she died and it means the world to me i dont care if u even got to re place it with a new model u can just replace it please and thank you if u do that for me I will be so ********* and in ur debt and if u guys could do that for me it be greatBusiness Response
Date: 03/31/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Camera DSCW800. **** is unable to proceed with customer's warranty claim as proof of purchase is required to confirm if purchase was valid, and if unit is within manufacturer's warranty one year from purchase date. Market release date of customer's unit was in 2014, and without the proof of purchase, unit would be well out of warranty. ****'s statement is final and will not change.
Sincerely,
***************Customer Answer
Date: 04/03/2023
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]
I will file with the attorney general office if I got and get my lawyer to deal with it after that if attorneys general office cant deal with it my lawyer will seeing it was busted for me by my died mom
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
Date:03/17/2023
Type:Service or Repair IssuesStatus: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 **** car radio model XAVAX3250 SKU ****** serial number *********** on **/**/2022. Radio is defective, with temperature Ganges competing moisture and unit is not working correctly. Was already repaired once and problem persist. Called **** back, very unprofessional and rude customer service claiming this is not defective unit ( which was once already serviced by them by the way) . As a resolution I am expecting either exchange for a new one or full refund.Business Response
Date: 03/30/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************************** about the **** Car Stereo XAVAX3250. **** contacted the customer, but it was directed to voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.
Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST
Sincerely,
***************Initial Complaint
Date:03/16/2023
Type:Service or Repair IssuesStatus: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'm writing about a massive issue that I've searched for hours on the internet that avails many other individuals having the same issue. They have many forums with this issue posted with support people chiming in but nobody has fixed the issue and it seems it has been going for years. There is a function in the television that is ambient mode that allows you to project your own family photos on the televisions screen making it a giant digital photo frame. The problem arises where the function doesn't work at all. You have to have another party ******* home) application that connects to your television which we do, and then you go into the settings option and add the photos in that feature. That is where the problem lies. Nobody is able to open the settings feature due to something to do with a cloud issue etc. I can't find any information how to fix it, **** hasn't issued a fix, and there is no other options for your TV's ambient mode to display the photos you're wanting it to.Business Response
Date: 03/28/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the **************** **** contacted the customer, but it was directed to his voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.
Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST
Sincerely,
***************Initial Complaint
Date:03/14/2023
Type:Service or Repair IssuesStatus: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 $5,000 85 inch *************** 4 years ago at Best Buy. I purchased for ****** an extra 2 year warranty which has expired. Recently my television developed black lines through it. I contacted Best Buy and they did a service call and told me that the part needed to fix is not available in ***************** so bascially I am out of luck. I contacted **** and they said there was nothing I can do. The parts are not sold in ** and **** does not repair Television in *****************. I feel that this is a bad business practice. How can they sell them here and not repair. I was not looking for a free repair. I would be willing to pay since I am out of warranty so now I am stuck with a very expensive broken television. They do not give you any options. I feel that they should make the repair available or replace. Thank you for your time.Business Response
Date: 03/27/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the *************** XBR85X950G. **** contacted the customer; case is being worked on.
Sincerely,
***************Initial Complaint
Date:03/14/2023
Type:Product IssuesStatus: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 **** NW-A306 DAP directly from **** US online on the 27th Jan 23, delivered on 31st Jan. ******** it turns out that the 306s sold in the ** are volume capped, unlike the ones sold in *****. I spent almost 2 hours talking to their tech department and despite unofficially accepting that there are differences they said that it was not grounds for a refund. Having been sold unit under false pretenses, because none of the information provided on the **** US website or literature mention this fact, I feel that I am now stuck with a substandard item. Refusal to refund is grounds of my complaint. There is plenty of evidence online that that units sold in the US are capped, including reports from people who have imported the ******** model and directly compared them with the US model. It's a scam that they will not officially acknowledge or refund those who are unhappy.Business Response
Date: 03/27/2023
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******** **** about the **** Network Walkman NWA306/***********'s unit is working within specifications, but we will take his concern as a feedback nevertheless. **** does not offer exchange, more so with refund (not part of warranty) due to product dissatisfaction. Exchange is only applicable for hardware failures. **** is unable to grant ********** request. ****'s statement is final and will not change.
Sincerely,
***************
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