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 of Canada Ltd.

  115 Gordon Baker Rd North York, ON M2H 3R6

• 

  Sony Corporation of America

  3201 Maguire Bl Orlando, FL 32807

• 

  Sony Corporation of America

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

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:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a fully disabled Vet with terminal cancer and COPD. That puts me in my home 95% of the time. I live alone. I have a ****** **********, a $1,998 purchase, just over a year old. Just out of warranty! I'm watching the world cup and it shuts off. Will not turn back on. **** says I can get it repaired, gave a list of "authorized" **** repair people. I have a guy come in - take it off the wall. Diagnosis's - **************** needs replacing, ordered the part $317. #************ and I keep checking on the part and says, due in 5 days, and for 2 months now, no *** part still on back order. ************ that I have to purchase the part from (Encompass) told me that **** goes into their computer at the end of the week, every week, and moves it out another week. So there is no end in sight. I have called **** product support, written letters to every high level executive I could find for weeks and no one has responded. **************** says there is nothing they can do. I wrote the *** and told him under the ************ Consumer Warranty Act, they must provide repair parts for their manufactured items. They still will not respond. Im out $1,998 for the *** $195 for the service charge and $317 for the part that is not coming.

  Business Response

  Date: 01/16/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** **********. Case is being worked on by ***************************** They had correspondence with the customer, and they will be reaching out again in few days after further review is done.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 01/17/2023

  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:

  [Your I heard from a woman in *****, she said she wouls call me soon. It was a week later that she said she was out and would call me soon. She kept asking for more infromation I ha already sent to **** over a two month pweriod with no response. Then she said she would have been able to help but I discarded the *** I was told by their parts dealer, Encompass, to discard the tv and buy a new one beause they weere not goinfd to have a replacement part for me for months. It has already been almost 3 months and they still diont have the part, which is the main power board. they refused to give me a refund agfter I bought a new TV , much smaller, but by ******* because i spent so much money trying to fix the ***** and even to have it diagnosed, and then ordered a 317 part, which never arrived!

   

  It has not been resolved.

   

  Thank you,

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

   

  Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 01/27/2023

  Dear Dispute Resolution Services:
  
  Sony *********************** offered buyback as one-time accommodation. Customer accepted the offer.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/27/2022

  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 65 inch T.V. 12/01/2020 2 years ago for Approx $1500.00 total. Power supply went dead in Nov. 2022, and was also told that parts were not being manufactured anymore.They also told me that the ** was only covered by a one year warranty and they wouldn't cover it . Was also told imparts were avablie they would cost between $500.00 and $800.00. They were extremely hard nosed about it and would not cooperate with me inane manner. They also told the dealer that bought it from essently the same think and would not cooperate with him. I believe a one year warranty for this expensive and ** is total out line. As I had **** a new ** for another $1500.00. I. would like to see a refund or partial refund , a they were extremely insulting , rude and non condescending

  Business Response

  Date: 01/09/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XBR65X950H. **** dealt with the customer and explained that the unit is out of the limited one-year warranty, and there is no service alert to cover repair even if it is already out of warranty. For out of warranty repair, customer may contact any of our authorized servicers via **********************************************. It is possible that there may not be a servicer listed in the area. If that happens, he can search local yellow pages business directory for a repair servicer near him. We regret if we are unable to grant ********** warranty claim. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/27/2022

  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.

  Hello,I'm writing to ask for assistance from ***** I purchased headphones model # ********* ** 6/2021 and within several months the left ear piece broke off and was dangling from the wires. At that time **** said it wasn't covered under the warranty. I paid $199.00 on sale. Again, our family purchased another pair as a gift on Jan. 9, 2022 same model number for $204.00 from amazon. Same issue occurred within a year; left ear piece broke off and was hanging by wires. There's a plastic hinge that allows it to rotate from side to side that is breaking off. At this point we had two broken headphones and **** provided information to send to their repair company ************* We sent both pairs to them and paid shipping. ************ called us and said again that it's not covered even the one under warranty. The repair company quoted ****** for each to repair (approximately ******) that's the same price to buy them new. I contacted **** several times and they never opened a claim until today. Claim number ********. One representative provided an email to contact **** several weeks ago. I sent them an email on December 13th explaining the issue. Never heard back. I followed back up again on December 19th and again today December 27th after speaking to **** customer relations department. I explained the issue and told them that it sounds like a defective product and manufacturer issue. I read reviews on the product and many others have the same issue. **** customer relations said "there's nothing I can do, the customer is responsible." This has to be the worst response ever. **** doesn't back their products and get away with saying it's not under warranty, charge high part fees and contract with ************ who charge large labor fees. **** is using a plastic piece that breaks easily and refuse to pay to repair or replace. **** will not assist and ************ wants the full amount to repair. No one will help to resolve this. I'm left with two broken headphones.

  Business Response

  Date: 01/09/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WH1000XM3. **** dealt with the customer and explained that the issue is related to physical damage not covered by warranty. There is also no service alert to cover the reported issue. **** is unable to proceed with customer's warranty claim. If having the headphones repaired is not a viable option due to high repair cost, then investing on a new unit would be worth considering instead. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/27/2022

  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.

  We purchased an rca 40" ** December of 2021 and we also purchased a 1 year warrsnty. In June of 2022, without warning the ** suddenly stopped working and left a burning plastic smell. My husband notified the warranty company many times, yet received few vague and delayed responses. Upon trying to call, he would only hear an automated system, and would leave messages requesting a person to call him back. He has completed all instructions in order to receive a refund, yet it has been months and we have not received any payment.

  Business Response

  Date: 01/09/2023

  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 a 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:12/27/2022

  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 ordered a replacement for WF-1000XM4 but the wrong item (SRS-XG300) was delivered to my address. Per FCC regulation, any items delivered to my address but I didn't order could be considered a gift and I don't need to return or pay for them. But **** is threatening me that they can only process the replacement after I send the wrong item back, and they are still keeping the unit that I sent back. related customer service case numbers: #********, #********

  Business Response

  Date: 01/09/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the **** Headphones WF1000XM4/S. While it is not customer's fault why he received wireless speaker instead of headphones, **** is not sending a pair of headphones as replacement unless customer sends back the wrong item first. If customer agrees to do this, he has to contact us at the phone number below, and make reference to case number ********. Customer has two weeks to decide from today's date, 1/9/23. 
  
  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:12/22/2022

  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 **** 65" ** with warranty that malfunctions. I've contacted **** support several times as the ** screen blacks out, pushes the picture to the left side of the screen or shuts off completely. The **** tech department has remoted into the ** to try and find out what the issue is. They continue to tell me that they are working on the issue and will update us. It's now been several months since they even contacted me to resolve the issue. I have requested that they replace the ** and they will not contact me.Attached are pictures that have been sent to them as well as the receipt/warranty.

  Business Response

  Date: 01/04/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65A80J. **** contacted the customer and advised that the concern on the television is a *******related issue and not a **** issue. This has been reported to ****** and is being investigated. The issue only occurs when the ********** app is installed and used; it causes other apps to fail. The error can be cleared by restarting the *** Since issue is not hardware related, we regret that **** is not able to offer either repair or exchange. 
  
  **** offered warranty extension for the *** Customer was disappointed but accepted the extension.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 07/07/2023

  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:

  Greetings,
  
   
  
  This note is update you that theres still no
  
  resolution from ***** The issues still exists. 
  
  ******* stated that theres a software issue
  
  which impacts over a 100 customers. No
  
  communication from them. I dont know
  
  what else I need to do. Please advise!
  
  Thank you!
  
   
  
  ************  

   

   

   

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

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

  Business Response

  Date: 07/14/2023

  Dear Dispute Resolution Services:
  
  Permanent fix is still being worked on, and power reset could be done as a temporary solution. **** is unable to offer either repair or exchange as it will not resolve the issue. ****'s statement remains the same regardless if customer continues to dispute or not.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 07/26/2023

  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:

  Greetings!
  
   
  
  Thank you for your reply. Ive yet to receive a resolution 
  
  from Sony and/ or the Warranty entity. 
  
  I was told theres a software issue which will
  
  take several months to potentially resolve.
  
  However, it was also stated that over a 100
  
  Customers have the same issue. I requested
  
  a credit to buy another TV Im the store since a reimbursement 
  
  nor a refund would not be granted to me. 
  
   
  
  *********;
  
  Sent from my iPhone 

   

   

   

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

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

• Initial Complaint

  Date:12/22/2022

  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 ** has malfunctioned repeatedly and is under warranty. I have called about 8 times now to get the ** serviced or replaced. The Case is referred to their engineering department which they will not give any contact information for (no number or email) and have been told they will contact me to fix the issue. Timeline was 2 to 3 business days. The case (********) was elevated two weeks ago to the engineering department and I have called four times now to escalate their action and they ignore me. I want this ** replaced as it does not work.

  Business Response

  Date: 01/03/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR77A80J. **** dealt with the customer. The concern on the television is a *******related issue and not a **** issue. This has been reported to ****** and is being investigated. The issue only occurs when the ********** app is installed and used; it causes other apps to fail. The error can be cleared by restarting the *** Since issue is not hardware related, either repair or exchange is not applicable.
  
  **** offered warranty extension for the *** Customer accepted the offer.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/21/2022

  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 Had ordered a **** Xperia 1 IV on October 3rd and had the phone very breifly, about two to three weeks when over time, I was able to very observably notice an issue with the brightness and contrast on the phones screen. On contacting **** Customer Support, I was told that the phone fell under the umbrella warranty and that it could be sent in for repair. A label was sent to me and it was out for repair for about two weeks. When it came back to me, it was untouched, seemingly as though the repair center didn't even touch the unit. I was furious, and immediately called to have it sent back. Then, about a week or so later, it returns to me again, not fixed. On calling and "escalating" the issue, **** Consumer Affairs states that the "only option" is to once again have it sent in for repairs. This is gross incompetence, and I cannot get hold of anyone at the ** in *** to handle this issue, let alone escalate this case to a higher management team. I was very excited to finially as an adult be able to afford a **** phone and this has been nothing short of anxiety inducing, pitiful and crass. I don't want to, nor should I have to be without a phone for a THIRD TIME because the system they have in place is broken. The longer this goes on, the worse the problem gets on my phone. At this point I am simply seeking a working-out-of-the-box phone that is not with issues, broken or defective. This is not hard.

  Business Response

  Date: 01/03/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the **** Xperia Phone XQCT72. The **** authorized servicer determined that customer's unit is an international model. **** and the servicer do not support or repair any international models. Customer has to check his options with the store. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/15/2022

  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 Dec. 8, 22, I contacted **** concerning quality issues with my rather expensive **** Bravia XR75X95J ** set. These issues ruin my viewing experience. Since contacting **** about it, they are now stating that there's nothing wrong with my television set when I'm physically seeing it on my end.I had initially contacted **** to complain about other technical issues. One of the issues was remedied, which was a connection issue, but when emphasizing about the other issues, they are not taken seriously and I feel that they are trying to avoid having to replace. I've since, have done some research on this particular model ***** XR75X95J) and so happens, I'm not the only one experiencing these same exact problems.The complaints are visible, annoying grid pattern, DSE (dirty screen). Other issues brought up to **** are connected devices and applications suddenly disconnect/malfunctions, screen randomly gets visually distorted, the sound goes in & out and I usually have to restart the tv.I received an unexpected response to my complaints from ********* at **** Concierge *************************. She stated that the engineer's evaluation and her Manager came to the conclusion that that the ** is within working standards just by looking at the files I've submitted. To be honest, the files submitted can't do justice to my complaints as it is difficult to capture with a phone camera.As a consumer, I'm very dissatisfied with the quality issues as I have to look at this expensive unit and be annoyed constantly by what I see and experience on a daily basis and how much money I've spent on something that shouldn't be the way it is. I'm still under warranty and feel that **** should replace my ** set to remediate known issues with this particular model. The solution I want is for **** to replace the **** XR75X95J with their newer model of this set which is **** XR75X95K model which don't have the problems my current Model has.My invoice is attached for reference

  Business Response

  Date: 12/27/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR75X95J. **** offered exchange as one-time accommodation and goodwill gesture. Customer accepted the offer.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/15/2022

  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 have a warranty with **** for TV purchased in 2020. My warranty coverage is 5 years. **** is refusing to replace or repair my TV. They said I need to send pictures of TV to prove I've not damaged it. I have sent the photos and they aren't receiving them...Now they have told me they will not proceed without the photos, which I've sent numerous times.

  Business Response

  Date: 12/27/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** *********. **** Concierge offered exchange and customer accepted the offer. For concerns regarding the exchange, customer has to reach out to **** Concierge via email or phone call at ******************************* (*********); Mon-Fri 8 AM - 5PM PST.
  
  Sincerely,
  
  ***************