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

  Sony Music Entertainment 25 Madison Avenue New York, NY 10010

• 

  Sony Corporation of America

  3201 Maguire Bl Orlando, FL 32807

• 

  Sony Corporation of America

  151-9402 135 Ave NW Edmonton, AB T5E 5R8

• 

  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:02/08/2023

  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 purchase 2 replacement pads for the ***XB900N from ****** website on January 31, 2023, to fix them up to give them away. I noticed the pads never arrived after a week so contacted the vendor. They had been received by the shipping center the next day but was put in delayed status. I had the vendor do a return on the product since they were indefinitely delayed and likely lost. They said they would only refund my money if and when ***** returns the product.I tried to contact **** Support about this by phone. I have a speech disorder and the customer service representative treated me rudely and was talking over me while I was trying to talk. They tried to claim it was not their responsibility.I am not sure who is to blame with all the different parties, but I was charged $***** in parts, $***** in shipping and handling charges, and $**** in taxes for charity for a product that I ordered on the **** website.Merchandise Subtotal ***** ******************* Charge ***** Tax Amount **** Core Amount **** Total Amount ***** I find it very disturbing that a large corporation is trying to rip someone off with a speech disability over $*****.I have since ordered replacement parts from Amazon.

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:
  
  I have received a refund from the company and considered that the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  I cannot log into my **** Rewards account. A **** rep made a ticket for me in November, 2022 (********), and I followed up to escalate it in December, but it is still unresolved. I have tried to fix this myself, and the latest error message I get is: "Unfortunately youre not eligible for the **** Rewards program. Continue exploring the world of ****."Would love to explore the world of ****, just let me log in first.

  Business Response

  Date: 02/17/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Rewards concern. **** Rewards is a separate entity, so this is to be handled by the **** Rewards team. Customer's concern will be forwarded to them. Customer could always contact **** Rewards for follow-up.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 02/25/2023

  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:

  My problem is still not resolved, and **** is deflecting responsibility. **** Rewards = ****.

   

   

   

   

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

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

  Business Response

  Date: 03/08/2023

  Dear Dispute Resolution Services:
  
  Sony Rewards fixed the login issue, and the member has been notified by them about this.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/08/2023

  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:02/02/2023

  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.

  Purched: February 8, 2022 Complaint date: 01/30/23 Result: unresolved I bought a 65" TV on Feb 8, 2022, through best buy. There is an insect in the right corner of the screen, behind the screen. I paid $1461.18 for this TV. I contacted the business and was informed it was considered physical damage. Still, two repayment shops stated that it is not something someone can do to a TV, and basically, ************ did not properly clean the screen before sealing it. I tried the contact them twice and asked to talk to a supervisor, but I was informed when the customer relations service reviewed the case, it was not going to review again, and this was the end.

  Business Response

  Date: 02/15/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65X90J. **** contacted the customer and requested for pictures of the ** and proof of purchase for further review.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/31/2023

  Type:Delivery 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.

  This complaint is in regards to Case #********. On January 11th I sent in headphones for a warranty replacement. They accepted the headphones and sent a package that was supposed to replace the headphones I had sent in. Upon receiving the package that was sent there was nothing in the box but a piece of paper and packaging materials. I informed them of the empty package I received and now they are stating I need to send in a proof of purchase which I told them previously I didn't have as I received the headphones as a gift and they stated that was fine when originally taking my headphones. (This particular model has been out for less than a year). They have stopped responding to my emails and are refusing to send out the replacement even though they already took and processed the headphones originally sent in.

  Business Response

  Date: 02/10/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WFL900. **** offered another replacement as one-time accommodation. Customer accepted the offer.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 02/24/2023

  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:01/31/2023

  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.

  This complaint involves 2 main products, but there were two additional products that tie into the main ones. The first main product is **** ******** Purchased when the product costs $1899.99 on 04-20-22 The second main product is **** ******** Purchased when the product costs $798.00 on 07-10-22 The first additional product is **** - SA-SW3 Purchased when product cost $212.99 on 07-11-22 The second additional product is **** ******* Purchased when product cost $349.99 on 12-11-22 The main issue is between the ** and Soundbar. **** advertises a feature that allows you to use the tv as the center speaker in the system with the soundbar. However, when attempting to use the advertised feature a high pitched hissing noise and/or a static noise can be heard intermittenly. The issue only happens when that advertised feature is being used. If I turn the feature off the sound stops immediately. I contacted **** about this issue in the begining of November 2022. They went though a bunch of different troubleshooting to try to resolve the issue. They sent a repair man out to replace the main board, had me take it off the wall mount for testing, sent me a replacement cable that is requried for the connection of the feature to work. All of this resulted in the same issue. Today ****'s support stated they tested it themselves and also found this to be happening and it was expected to happen. I find this unacceptable, seeing that the ** and Soundbar were purchased by me specifically for this feature over the competition. I found on a ************** that this issue happens apparently with multiple models of **'s that all came out around the same time as my model. I don't understand how **** can advertise this as a feature for the ** and Soundbar combo and expect people to be able to use it when this issue is happening. After being told that this is apparently expected, **** gave me no offer of futher assistance or resolution or any type of compensation for the issue.

  Business Response

  Date: 02/13/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the *************** ******** and **** Soundbar HTA5000. Engineering team determined that the units are working within specifications. There would really be a small level of hiss when S-Center Channel is used due to the ** center speaker amp is turned on full or at max ****** This is normal for digital amp circuit. Since the units have no hardware failure, either repair or exchange is not required. More so with refund; it is not part of warranty. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 02/25/2023

  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:

  If the engineers knew this was "wokring within specifications" for the ** why did they bother trying to fix the issue by replacing the main board on the **. Other users that have had the same issue stated they were offered to have their **'s replaced. I don't understand how the "final word" on this is that nothing will be done to actually remedy or make up for the fault in your product. If it's expected, why is there no mention of a hiss being heard while using the feature on your webpage specfically talking about this feature? It's unbelieveable to me that a company would take this stance on what is clearly a design flaw in their premium products. Why would anyone choose to purchase the products when there are design flaws with key features and the company does nothing for the customer to make it better. The issue happens regardless of what volume level I have the ** at, so it isn't happening only when the ** is "turned on full or at max ******* I can have the volume turned almost all the way down and hear the issue. Your competition doesn't have this problem with their similar features (samsungs q-symphony). So, I don't accept that this is "working within specification". I expect this issue to be fixed properly, the ** to be replaced with a similar model that doesn't have this issue, a refund for all products that were purchased so I can purchase something else that doesn't have flaws, or some other type of compensation to make up for me not being able to use a key feature that lead me to purchase these specific products. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/10/2023

  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:

  They offered essentially no response. 

   

   

   

   

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

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

  Business Response

  Date: 04/13/2023

  Dear Dispute Resolution Services:
  
  The units were determined to be working within specifications. ****** statement remains the same regardless if customer continues to dispute or not.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/30/2023

  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 purchased a master series tv 6 months ago only to have a white line appear on the *** **** says they'll replace it. Great! Then when the replacement comes it is a model that is lesser than the one I purchased and on top of that it is bent. So I call **** and let them know and the customer care rep was very rude and almost hostile towards me. I informed him that I lost out on money to stay home from work and received my replacement TV and now I have to do it again. So instead of me getting a lesser value tv I should be compensated with an equal value or greater as I lost out on pay from work and I shouldn't be dealing with this in the first place because when you spend 3k on a tv you expect it to last more than 6 months. Poor customer service Not happy with my **** experience.

  Business Response

  Date: 02/10/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XR65A90J. **************************** is working on the case. New exchange has been processed, and as one-time accommodation, customer was offered additional warranty on the upgraded replacement TV. Customer will also be reimbursed up to $150 USD, should he be purchasing an aftermarket stand to accommodate the placement of his soundbar. If customer has further concerns, he has to reach out to them via email or phone call. ****************************'s contact information are indicated in their email to the customer. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of **** H9 headphones on August 18 2023. They worked great for approximately 5 months when I went to use them one day the cosmetic portion of the head band on the top had come apart. There had been no notable wear and tear other than standard usage for the several months that I owns them. I contacted them hoping they would remediate the issue because its obviously a manufacturer defect and they told me to get lost.Id expect for such a high cost that the build quality would not be subpar. However I understand things happen and things can get past QA that shouldnt. Its very frustrating that with such a new product that they arent willing to either repair it or replace it.

  Business Response

  Date: 01/31/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Inzone Gaming Headset WHG900N/W. **** 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:01/17/2023

  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 **** BRAVIA 65" TV at Best Buys in **********, **., at *************** on 1-21-2022 for $799.00. Great picture and Nice product. On 1-7-2023, Tv would no Longer connect AIRPLAY? After several chats, hours long phone conversations with support and I.T., feel like I'm getting the runaround! I allowed their tech to connect to my TV and download apps & review settings, nothing has worked? They tell me updates take 48hrs? Still same issue? They connect me with next upper step of support, still issue not resolved! Now waiting on next upper level to contact me? If issue can't be fixed/resolved, I would like my purchase price back, to buy another TV, I will not purchase their brand again! Based on their customer support team, they will/have lost what I thought was a valued customer. I have over the years purchased stereos, play stations, camcorders, receivers for home and cars, and last month purchased a 55" TV for my bedroom! I have all supporting receipts!

  Business Response

  Date: 01/31/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** ********. Troubleshooting steps were done - TV was recognized. It appeared that issue is related to network as several tests were made including usage of iPhone, but it just showed loading, spinning circle, same with Apple Home Kit. Customer was advised to contact his network provider and Apple Support. Since issue is not the *** service is not required. More so with refund as it is not covered by warranty. ****** statement stands as it is.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 02/01/2023

  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 contacted Apple Support to resolve the issue, (as **** Technician Suggested) after several attempts to Mirror/Air Play to TV, it still did not work? Apple swore there is an issue with the *** Apple suggested: I did soft reset on TV and nothing changed, then I did a Factory Reset and Mirror/Air Play worked for a couple of hours on all 3 iPhones and then stooped, and reverted back to same error issues again! Apple was then convinced it's the ******** We have an  iPhone XR, iPhone 13 and iPhone 14, all at one time hooked up to TV, now none of them will. All are up to date on software! Next I had ********* Cable (as **** Technicians Suggested) come and check cable connection, internet, router and modem and they all have strong signals! No issues with Internet connections! Apple Support and Spectrum Technicians says its the **** TV's issue. Corrupt software or possible ********************** I made an appointment for Best Buys Geek Squad to come and check TV on 1-21-2023, they. determined it was a bad ****************** They said this issue is very common with **** TV'S! They ordered me the needed ***************** part and it was mailed to me on 1-26-23, then I had an appointment for Best Buys Geek Squad Technician to replace ***************** on Wednesday 2-1-23, but they cancelled because the technician scheduled for my repair called in sick? I have rescheduled for Saturday 2-11-23 to replace ****************** If this repair fixes my issues, then the problem is the ********!! Hopefully, The repair will be made on 2-11-23???? I will be in touch with you immediately after the repair is completed. Thank You! ]

   

   

   

   

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

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

  Business Response

  Date: 04/06/2023

  Dear Dispute Resolution Services:
  
  Sony's statement remains the same regardless if customer continues to dispute or not.
  
  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:

  [Evidently **** doesnt try to satisfy their customers! Still having same issues. Certain functions not working TV.Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:01/12/2023

  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 65 tv with the HT3000 sound bar. It worked fine until a week or so ago when it would only send out the regular tv sound. I have spent ***** hours with different levels of technicians trying to figure out the problem with no success. I was informed by one such technician that he was the highest level, and that it could either be sent to their engineering department it to national customer service ***** who could have a technician come to my house and fix the problem. I asked for that option. When I spoke to the service **** they said they cant do it, they would only send it to engineering, and I would hear back in 1to2 working days. On the second day I checked to see the progress, and was told it was 1to 3 working days, that the previous agent was wrong. They could not or would not transfer me to a supervisor or higher ****. I asked where I could file a complaint and they are also the complaint ***** supervising themselves. I was informed I would have to wait to hear back from engineering, and there was no way to contact engineering either. Its like an Escher drawing. I asked what would happen if it was defective, and they said they might replace it, perhaps with a refurbished bar. When I explained to them that I had paid $400 to have the tv and sound bar mounted on the wall, so would have to pay $250 to have them taken down and another $400 to be remounted. They said that was my problem. They are rude, condescending and dishonest. Their whole communication system is designed to keep the customer from speaking to a responsible representative.

  Business Response

  Date: 01/24/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Soundbar HTA3000. **** dealt with the customer and explained that it is normal that the soundbar will not continuously show on the front display; it just cycles back to TV after a moment. If the customer is wanting to display ATMOS continuously, it is not possible. That is just how the device was designed. Since unit is working within its specifications, service is not applicable. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/11/2023

  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.

  **** case no: ******** I paid $3,786.59 for a new flagship **** XR85X95J ** on 11-15-21. Problem: greyish/faded vertical & horizontal checkerboard-like lines run across the screen that were faint at first but became more and more visible, noticeable and distracting over time. Theyre evident on video content with solid color background sky, plain walls,etc. Warranty claim was filed on 11-8-22. I made several calls/emails but **** denied the claim repeatedly based on pics I sent them. To set it straight, photos dont mirror the severity of the lines on the *** **** says my ** is within specs, that they cant do anything else and I have to have it fixed myself if I want repairs. A **** Tech also came to evaluate and to take pics (no repairs) and his report says: Upon arrival unit had a faded horizontal and vertical lines. I paid a premium for the ** in good faith and I expect a premium ** with no defects or flaws. This isnt an entry-level but flagshhip *** The manual doesnt mention that gray lines are normal when watching content. I wouldnt have bought it if this was clearly stated. I was cheated by **** for the money I paid for. The lines always distract me from enjoying shows on a daily basis. **** gave me the run around and did all they can to deny my legitimate warranty claim. I found out that I am not alone with this problem on the X95J series thru research. At this point, I do not want a repair or a same-model replacement bec I dont want any more issues with this problematic model. **** should do what is right and either pickup my defective ** and give my money back or replace the ** with a new upgraded model of the same flagship class with manufacturers warranty for one year or more. I filed a complaint with the ** Attorney General as well.Attached are receipt, warranty, Techs report and ** pics.I would like to stress that the camera is not able to fully capture the grid patterns that are very pronounced and evident in person.

  Business Response

  Date: 01/23/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** XR85X95J. Customer was initially asked to send pictures of the issue, and it was determined by engineering team that the ** was working within specifications. Customer did not agree with the findings so an onsite technician was sent out to evaluate as one-time accommodation, and findings did not change. 
  
  Sony *********************** handled the case and discussed that since ** is working as it was designed, it does not qualify for any warranty claim. However, customer was told that if he likes to get an outside evaluation done at his own expense and they find anything wrong with the **, then he can submit the findings to Sony *********************** for further review. Otherwise, ****** findings is final and will not change.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 01/24/2023

  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:

  Thank you for your reply.  I do not agree with ****s assessment because the Technician who came to inspect the unit noticed the obvious grid patterns himself.  He did state it on his report that upon arrival unit had faded horizontal and vertical lines.
  I would like to get a copy of **** Engineers actual report,  and what criteria they used to arrive at the conclusion that my unit is within specifications. As Ive stated in my original complaint, nowhere in the product manual was it stated that distracting horizontal and vertical lines are a normal occurrence when viewing actual content.  Pictures do not do justice to the grid lines that the unit is showing. I would like to emphasize that the Technician did see these and stated them in his report.
  I will hire an outside evaluation to get an independent assessment and submit the findings to ****, if this is what I need to do to get **** to acknowledge my legitimate claim. I request that the original **** ticket be kept open until this matter is resolved.

   

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  Dear Dispute Resolution Services:
  
  Sony *********************** offered exchange as one-time accommodation and goodwill gesture. Customer will contact Sony *********************** on 2/20/23 to be able to begin with the process.
  
  Sincerely,
  
  ***************