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

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  Sony Corporation of America

  4200 Conroy Road Ste 284 Orlando, FL 32839

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  Sony Corporation of America

  6363 W Sunset Blvd Los Angeles, CA 90028-7317

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  Sony Style Dallas Galleria

  13350 Dallas Pkwy Ste 1700 Dallas, TX 75240-6624

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  Sony of Canada Ltd

  5851 No. 3 Rd Richmond, BC V6X 2C9

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:12/12/2022

  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.

  **** XR65A80K OLED **, HTA5000 Soundbar, and SASW3 Subwoofer purchased on 11/04/2022. Set up all equipment as detailed in all product manuals. ** is supposed to act as center channel for sound system. When this is enabled, the tv emits a 'white noise' or 'hiss', which is apparent of electronic issues in the equipment. After researching, I found that this is a known issue with this model. I contacted **** after purchasing additional cables to make sure it was not a simple issue. **** representative confirmed that the entire model line has a bad motherboard that would need to be replaced. I was not happy about needing a repair on a brand new item but accepted. Service person came with part, dropped ** on floor several times trying to get it open, laid motherboard on carpet, and then the motherboard was broken/incorrect. This was not even checked ahead of time. Contacted **** and spoke with ******************* who was nice, and he explained the best course was to send me to the concierge team to have the ** replaced. I was contacted several days later by ****************, ext. *****, who offered to replace the ** with the same model. I explained that this would just provide the same broken product that does not work. They offered to either 'buyback' the ** which would take about 2 months, or upgrade to a comparable model. I opted to upgrade because the next model was not effected by the issue I experienced. I was then told that I had to pay the difference for the item, which their 'discount', was the same price I would have paid for the model if I had opted for the higher model. The warranty expressly states that the item would be repaired or replaced with a comparable model. There is no statement requiring payment. I have even opted to pay a partial amount despite this. I have also offered to accept a partial refund so that I can simply take care of the issue. I keep getting told that they cannot do this, despite the warranty be stated as such.

  Business Response

  Date: 12/23/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************* about the *************** XR65A80K. Customer's case is **** Concierge's. The options provided by Concierge - buyback or exchange upgrade at a cost, are final. If customer would like to take advantage of any of the options offered, he has to respond to their email or contact Concierge (****************) at ******************************;  Mon-Fri 8 AM-5 PM PST.
  
  Sincerely, 
  
  ***************

  Customer Answer

  Date: 12/27/2022

  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:

  The options provided, buyback or upgrade at a cost, do not adhere to the terms and conditions of the warranty agreement.  Once again, **** knowingly sold equipment that was faulty to consumers with no notice.  They failed to repair the issue, despite a repair not being appropriate for a brand new item.  A buyback of the ** leaves the consumer without the funds from the purchase for 2 months, so 2 months of no money, and no working product.  Upgrading at a cost is not part of the warranty agreement.  A consumer purchases an item that is advertised to perform a function.  The ** fails to perform that function.  When **** is contacted about this, they inform that it is a known issue, but they continue to market and sell the product.  Of course, the next model up, being more expensive by far, does not that that issue.  So **** is knowingly false advertising their product to achieve a bait and switch model to have consumers upgrade to a more expensive unit, just to have the advertised functions of the unit that was purchased initially.  This is fraud.  Consumers should not have to pay to have a warranty issue resolved in the first place. 

   

   

   

   

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

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

  Business Response

  Date: 01/13/2023

  Dear Dispute Resolution Services:
  
  Sony Concierge followed up with the customer regarding the mentioned offers, and since no response was received, they have closed the case. Customer has two weeks from today's date, 1/13/23, to get back to Concierge to take any of the offers provided. Again, buyback or exchange upgrade at a cost, are final. 
  
  Sony's statement would remain the same regardless if customer continues to dispute or not.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/08/2022

  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.

  On or about September 20, 2022 we received an 81" screen **** A few days later, we hung the **** without taking the face of off. We wanted to be sure the **** was appropriately hung before we unwrapped it's face. We unwrapped the ****, turned it on and saw it was cracked at the top right part of the screen. We then made the first of 11 phone calls to get a 'return label' sent to us so that **** could come back to our house, take the damaged **** away and give us a **** that is not damaged.Here we sit on December 7, 2022 with no return label and we still have a boxed, damaged 81" screen **** sitting in my family room. My husband and I have spoke to customer service reps, and supervisors *** and ******. We were told once that ****'s warehouse/orders team emailed us our return label with instructions. We looked in our email account and spam accounts endless times and never received it. Today, I just got off the phone with supervisor *** who was told by the orders/warehouse team on 12.6.22 they are involving another team of people. Why? When I asked *** why more people are being involved in a simple request, he could not give me an answer. Further, supervisors *** and ****** will not give my husband and I any contact information to the orders/warehouse people to get things straightened out. *** says he does not have that authority and apparently, he is at the top of the supervisor chain.All we want is get an 81" screen **** out of our living room with the hopes of getting another that is not damaged in its place.

  Business Response

  Date: 12/20/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the purchased television that was received with damaged screen. Sales and delivery concerns are being handled directly by the store where the unit was purchased from. If the unit was purchased though **** online, customer may reach Sales Team at **************.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/08/2022

  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.

  Last Month, I Purchased A DVD Camcorder "Model DCR-DVD308" And Although This Model Has Been Discontinued, By The Unit Being Brand New When Purchased, It Was Supposed To Include An "Operating Manual". After ********** ***** Corporation" About The Situation, They've Given Me Nothing But The Run Arounds, By Suggesting **** I Down / Up Load A Copy Or Purchase A Copy From A "Third Party", Which This "Third Party" Want "$60" For A Copy, When I Should Have Received One With My Unit FOC "Free Of Charge", **** Is. I Am Asking **** ***** Corporation" Either Send Me A "Hard Printed Copy" Of The *****DVD308", Or An Explanation To Why A Copy Wasn't Included With My Unit.

  Business Response

  Date: 12/20/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* Green about the **** Camcorder DCRDVD308. Hard copy of the manual was not a supplied item on the purchase. Due to environmental consideration, manual has been made viewable instead via **** Support website. It could also be downloaded. Hard copy can be purchased as ******** ****'s partner True Manuals; contact information was already provided to the customer. **** is unable to grant ********** request to send a hard copy due to the stated reasons above, and unit is also well out of warranty with manufacture date of 2007. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/08/2022

  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.

  On August 8th 2022 I had purchased a ******* from ******* 93 days later the ** broke. I had informed **** concierge about this issue. It took roughly one week to give concierge all information needed plus diagnostic to deem the ** unfixable and I would receive a replacement. A few days later I had to send verification video of the broken **. Two more weeks went by and no new word of when the ** would arrive. I had finally got ****** as a representative who states the the model that I had purchased is out of stock and would be notified when a newer model would be available. I had asked ****** if I could just receive a refund and I can get a new ** tomorrow. She stated she put in a request for a refund instead, A week later I had gotten an email stating the the replacement ** was ready for shipment and I will be notified when it's on the way. I panicked and called ****** but the extension didn't work. I then started from the beginning and spoke to a woman whom stated she sees that the refund was approved and that the replacement was also in the air. I was personally transferred to ****** where the phone rang for 10 minutes and no answer. I had later received a voice mail from her assuring me everything got resolved. The next day I got an email that the ** was shipped and I should receive the new one in a few days as well as receiving another email from ****** that the broke ** needed to be ready and asked if I needed a box. Once receive I would be issued my refund. To sum up this situation, I am infuriated with the lack of communication between all parties. Also, I am infuriated that **** considers this a concierge service. I have literally done all the emailing and leg work so far. All I want is my refund. Now I'll be expecting a ** that I don't want. I want my refund that I was approved for. Case Number: ******** Model: XR77A80CJ *******

  Business Response

  Date: 12/20/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XR77A80CJ. **** Concierge is working on the case - particularly the pickup of customer's unit via the shipper. Once the ** is picked up and is received by the warehouse, buyback check will be cut. If customer has further concerns, he has to deal with **** Concierge directly using the contact information stated in the email from Concierge. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/06/2022

  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'm writing to you hopefully I can make some headway because your customer service that you call for problems with your **** product is not very helpful. First off there's a language barrier because obviously the people I'm speaking with or not in ***************** and that's a problem to me. Because if you buy a product in the **, you should be able to speak to somebody in the US I've had to **** OLED model A8H 65 INCH and a A80J 65 INCH that I'm giving me problems in the last 10 months the first one the colors were quite a bit off the black level select gray, so in speaking with somebody at that time which was about six months ago they told me to send pictures which I did they had me do a couple basic things to the ** I did that, and a couple days later I got an email to send proof of purchase. I did that and shortly after I got an email stating they were going to replace my ** with the A80J never mind you I was a little confused why they were replacing a ** I paid around $1700 for a $2500 **. Well I know why now the replacement ** has been giving me problems way worse than the first ** the problem. It's an intermittent issue so I have for the last 5+ weeks, I've sent them pictures videos let them take control of the ** remotely change settings set it back to factory default. They sent a technician out who did nothing but take pictures in a short video which I told him. I've already done that now speaking to him and telling him what happened to the first ** that went bad they thought it possibly had a bad panel after he looked at the pictures that I sent to **** he said I believe you have a bad panel on this ** but mind you he didn't do any test. Now here's where the problem comes in. About two weeks into this **** was ready to close out this case because they said it was a source issue. I had an **** issue. Well you need to be a little bit more specific is it the **** port on the, is it the **** cable is it the **** on the satellite box? He said well it's the cable or the satellite box. I said I've already change the cable put a new one on. He said I needed to get DIREC** out to check the equipment because they were positive. That was the problem. DIREC** comes out. They do a diagnostics of their equipment and said there's nothing wrong with it now because there was nothing wrong with their equipment and I told him the reason why I had them come out I was charged a $99 trip charge I said well Senior charging me $99 change the client box out that's what it's called and when I showed him the pictures he said it's not our equipment and if you change the **** cable you have a problem with the ** so that's two people that have said that the technician at **** sent out asked me was this doing it on streaming to I showed him pictures of a ******* show called the Crown. He looked at it and said well if it's doing it on streaming then I don't know why **** had you call DIREC** to have a technician come out because obviously it's not the cable box. I said you'll have to ask them, so I call Soni up and tell them that I have had DIREC** come out check the equipment said nothing was wrong and even change the box now here's where I started having issues with the people I was talking with. I spoke to this gentleman once before, and he was short and rude with me, he said well did they leave you any documentation? I said no he said well they should've left you some I said what for because you need to photograph that and send it to us I said no they didn't leave it out here so read him the email from the technician that was coming. I was getting the feeling that he was basically calling me a liar, and that DIREC** never came out so I ended the conversation call DIREC** so DIREC** said we will email me the work order the order number and the technicians ID number and what was done the next morning I sent that to **** called and customer relations said they had received the email they were going to send somebody out to fix the **. That's where the technician came in and also I got an email from **** stating they had ordered parts for the **, which was not true at all so basically no parts no fax. The technician takes pictures in a video which I've already done and sent to **** which makes me come to this quote that's pretty familiar because it seem like I was doing the same things over and over the definition of insanity, is doing the same thing over and over and hoping for a different outcome that was my impressions of **** just keep sending us pictures. Keep resetting the ** keep doing this keep doing that same thing over and over hoping that something will change. Now I'm pretty aggravated to say the least. I speak to a lady name.**** and customer relations she had an attitude from the beginning of the phone call first off she said there was no case in the information I was giving her to look up the case she couldn't find she said we go by your phone number I said I gave you my phone number while it's not pulling up the right case luckily I have the original email from when they deemed the first Tv to be bad the case number from that and the case number for the product we're working on right now she said you use another phone I said no I didn't I have one phone that I've had the same number for 10 years. Wow I can't find it. I said tell me what the phone number is for the first case number she tells me I said what's the phone number for the second one she tells me I said they're both the same aren't they, she said yes that must've been a mistake in the system so after she basically tells me, I have no case then she says that I have to wait until **** gets back with me now it's been a week since the technician was out here and I would have to wait for them to call me. Then I questioned her on why my ** came in a box that was meant to be a box for a different model, in fact, it was an LED model ** now here's what she said anytime we send a new ** out we take it out of the original packaging and put it in a generic box. I was kind of baffled when she said that and then I said, why would you do that because we want to make sure the ** is protected and doesn't get damage I said, have you ever unpacked one of your **s I said they're extremely well protected and I said to Tv that came in the wrong box had barely enough foam packing that I'm surprised it didn't end up getting broke so I said you sent me a refurbished Tv know we didn't we sent you a new one explain to you why wasn't in the original box well, then that means every customer that **** ********************** brain new ** to including Best Buy you take it out of the original packaging and put it in a generic box. That is not the right model not the right serial number on the box and it's not packed well she said no just to individual customers that still makes no sense I said you sent me a repaired **, a remanufactured ** or refurbished ** no and then I said you know I've been waiting five weeks for something to get done and this is her exact words that she not only said to me once, but twice after I said, I've been waiting all this time and all the trouble I was going through she said, sir what is your point I said what do you mean? Well I don't understand what is your point I said I want a ** that works right that's all either repair it or replace it or give me my money back at that particular time I was at the point where I was gonna say something that I couldn't take back so I got off the Phone, finance only calls me with their determination that the ** is working in perfect condition working the way it supposed to I said, did you get the two pictures I sent two nights ago were the picture was so dark he could hardly make out the person on the screen I said you also have the pictures of where the complexion of somebody's face looks like it's sunburned or pink. I said to you tell me that's the way it supposed to look well that's what engineering said I said now I'm not asking engineering I'm asking you you have multiple pictures there. Does that look normal to you now but I'm not there to see it in person. I said you have the pictures I send you pictures every time the ** is not working properly I said, and then you sent me a refurbished ** in exchange for a ** that was five months old the first ** I said I've been talked to rudely on three separate occasions I could've spent my money with ********** ******* no I spent my money with you my hard earned money and I'm being treated rudely and unfair I said I don't want to do this, but I will file a complaint with the Better Business Bureau consumer affairs, the attorney generals office, and the federal trade commission. I can file complaint with all of them. I will use social media if I have to I said, because this is gone on too long and I've gotten the runaround not been treated fairly so she went from. I'm closing the case out right now to I'm gonna send this up to ******** part of customer relations and they will get back to you so that means he should get back to me in probably a week to 10 days and I have no faith that it's going to be in my favor. I should not be writing an email to somebody who probably has a very important position at ****, but I've run out of options and I'm extremely upset with this whole situation and I think anybody else would be I've had one person from **** who actually sympathize with me and cared and said his exact words were no you are exactly right it should not have taken five weeks for something some kind of outcome to have happened and he said you should've never been talk to the way you're describing we're supposed to help you out and we're supposed to treat our customers with courtesy well that hasn't been done so I hope you look at this I'm sure there's gonna be some misspelled words and grammar is not perfect but you'll get there you'll get the idea of what I'm going through and I would like just a simple reply from somebody in ***************** so he has a corporate headquarters in ********. Somebody could reach out for me there. You will have my email address and my phone number is ************. Thank you

  Business Response

  Date: 12/16/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from Rom Capprotti about the *************** XR65A80J. **************************** dealt with the customer and offered exchange as one-time accommodation. Customer accepted the offer.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 04/25/2023

  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:
  

  
  

  I contacted Sony yesterday to see if they could provide me with any documents or proof that they told me this was a one time accommodation. They said they emailed me I went back through all of my emails from December. In fact my emails from January to end, any mail that was trash in my inbox and there is nothing from Sony that this was a one time accommodation. When I was talking to him on the phone yesterday, the representative from Sony, he said that I was made aware of this and when I told him I didn't find an email to corroborate that he said well then you were told I said, I wasn't told that this was a one time accommodation. I said that I was told that if the new TV which is an XR 65A80K if this television gave me any problems, they would have to send a technician out to look at it no diagnosing over the phone. Which I was fine with that. In fact, I welcome that that's the way it should be. So when I told him that he said so you were never told Deas I said no I wasn't but you just said that I was told in either an email or by the representative on the phone but now you're asking me to confirm that I was never told about the one time accommodation. So that tells me he has no way to prove what he said, or at least he's not providing it to me which should be simple. Show me an email that you sent me the biggest problem I have is he said along with somebody from tier 1 that I talk to before I talk to the person in the complaint department is that whatever warranty I had left on the original TV, if there were some months left, Sony gives you three months of warranty for the new Tv you're getting so I roughly had a couple weeks left on the warranty so that would mean with the additional 90 days I probably have a little over 100 days of warranty. But here's where we got into a little bit of a heated discussion. He said that that 90 day warranty was only for support not to repair the TV not to replace the TV, I would've never agreed to that and besides I can't see how that's legal. A warranty is a warranty if the product is defective and a deems it needs to be replaced or a major repair. You have to do that and this nonsense of trying to diagnose something over the telephone by telling me to change a few settings or send pictures is not the way you diagnose a electrical device being a TV a stereo an appliance you need to actually send somebody to look at this to confirm what the problem is. I believe I told you I was a mechanic you do not know how many times people have tried to get me to diagnose their car over the phone, unless it's something extremely simple that I've ran across I tell them you have to bring the car to me and it Hass to be diagnosed. The same thing should apply with a TV. How are you going to diagnose it properly without sending a technician out. But not only Sony does this most major companies do this that deal in home entertainment, electronics they try and diagnose everything over the phone because they don't wanna pay a technician to come out. It's a way for them to save money. And then they tell you by the pictures of what you have told them is wrong that your TV is working within specifications. How can you determine that when I am looking at the picture and seeing the flaws in it and also I told you they were just streaming problem being a smart TV. You're going to use the streaming apps on there multiple times a week no matter if you're on Netflix Amazon, YouTube, the TV will freeze up and the only way you can get, the streaming to come back on and work is to power down the TV and unplug it which is like a minor reset of the television by unplugging it then it will work but who feels like getting up multiple times a week to unplug the TV so they can watch a streaming TV show or movie. Now, if you're telling me that HDR should lock Washed Out, black should look gray you should have a magenta colored streak on the right side of the TV and you should have to unplug your TV multiple times a week to get streaming to work. You're telling me that that product is working the way it supposed to I'm just at a loss for words because we know that's not how it's supposed to lock HDR was designed to make White scenes, brighter, and dark seems blacker. They are supposed to make colors, more vivid, and more realistic how we see it with our human eye not a washed out picture. The warranty thing though has got me really puzzled and upset so your warranty is set up to either give you phone support, replace apart or warranty out the TV and replace it but you're putting stipulations on the warranty that it's only for technical support so you're moving the goalposts back. We're dealing with a multi billion dollar company that charges more for their products than anybody else and you want somebody to spend their harder money and when they have a problem you brush them off these phone calls that I make are specifically designed for one thing to frustrate the customer to were that customer throws his hands up in the air and just says hey I'm gonna live with what I got. If I can't get help from the Better Business Bureau, I will find alternate ways to try and get a remedy for the problem I'm going through. Thank you very much for taking my post and hopefully you'll be able to help me. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 05/04/2023

  Dear Dispute Resolution Services:
  
  Sony will be contacting the customer again to discuss and initiate buyback as one-time accommodation.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/05/2023

  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:12/01/2022

  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 2015 **** XBR-65X850C in 2016.In 2019 **** issued an extended warranty related to this model ** where the ** will not fully power on. I have to go through multiple steps to get my ** powered on. When reaching out to customer support as per standard **** customer service they have no clue, it takes an excessive amount of time to even get to the initial problem statement. When I ask to speak to a supervisor, my request is declined. When I ask to speak to someone in consumer relations, I am told to send an email. Reading the forums of those who have had their ** repaired their symptoms match mine. The trouble shooting steps that **** recommends does not work. When I asked to evaluate my ** and make an exception request for repair under warranty, I was simply told no warranty exists for my **. It seems **** has a known issue and only did the minimum they needed to do to satisfy consumer laws.

  Business Response

  Date: 05/01/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XBR65X850C. **** previously dealt with the customer and explained that his unit is well out of warranty, and if he encounters a reboot loop on the unit, the extended warranty for that (posted through **** support site when extended warranty was still active) had long expired; it ended on 3/31/2021. **** is unable to proceed with customer's warranty claim. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 05/04/2023

  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:

  **** has a know defect and did nothing  I ended up paying to have it repaired  my concern is resolved but I will not accept what **** has responded  

   

   

   

   

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

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

• Initial Complaint

  Date:11/30/2022

  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 purchased the ***1000xm4 for $278 less than a year ago. The ear buds work well for music and videos but i can't use them for phone calls. After about ****************************************************** and out. I have to take them out and put them back in the case to re-set them. I have spent at least 10 hours on the phone with customer service. They said there was something wrong and sent me a replacement after they received mine back. The "new" ones are worse than the old ones. They had the same problem on for first day. I called again. talked to tier 1, 2 and 3. I was told someone from engineering would contact me within 5 days. its been 10 and no call. I called again, spent hours on the phone. Got hung up on many times. This person tells me i need to send these back again and they will send a replacement. I'm sick of this. I bought them for work calls and i can't use them for that at all. The customer service has been an absolute nightmare! I get told something else every time i call. Then they say " i don't know why the last person would say that" i can't spend any more of my time being lied to. This is a known issue and shouldn't be this hard. One of my case numbers is ********.

  Business Response

  Date: 12/13/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WF1000XM4/B. **** dealt with the customer and offered buyback as one-time accommodation. Customer accepted the offer.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 12/21/2022

  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 once I receive my check. I will close this out once I do.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/29/2022

  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.

  in reference to case number: ******** for the BBB and from **** the case number is: #******** I bought a speaker from Bestbuy, it was a **** speaker (Model SS-CSE) The Speaker went out with no damage to the exterior. But instead, an issue with the sound, When I saw that the speaker went out I contacted **** and made a claim under the manufacturer's warranty, I sent the speaker to where **** wanted and during shipment, it got damaged by ****** with the speaker now having a dent in the top right-hand corner I tried adding my own insurance before it got shipped off but because of ****'s terms with ****** I was not allowed to add insurance. I find it absolutely disgusting that when I contacted **** and had my case forwarded to a supervisor they told me to deal with it myself and that they weren't liable. I would want a replacement as a resolution and my case will be solved. Thank you!

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/12/2022

  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:11/22/2022

  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 contacted **** for ** repair within warrantee in late October. On November 3rd it was approved for full replacement and I was told to wait 5-7 days for shipping. Time came but details/** did not. I called again and was told that the ** was delivered to somebody in ******** ; I'm in ***********. They apologized and said it would be ANOTHER 5-7 days. That time has passed and still NOTHING.Patience gone. Incompetence remains.

  Business Response

  Date: 12/05/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** ********. **** Concierge has dealt with the customer. The replacement unit has already been delivered.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/17/2022

  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 reached out on October 25, due an extended warranty on an ongoing issue with the power supply. After going through hours and hours of phone calls they had determined that we were going to get our ** repaired.They came back to us informing us that they can not do the repair and would issue a new television. They later determined that the ** that they were going to replace it with was not in the warehouse and we were to find a comparable ** in price.That same night I ran over to Best Buy and spent 3 hours discussing **'s and prices and was determined as our original tv price we purchased.They did inform me that all the new **** tvs do not go with the sound bar that we originally purchased (Which was a ***** due to the new technology(5 Years Old?).I called **** and informed them of the tv that was same price as well as the sound bar.**** informed me that I would need to talk to a **** technology specialist to see if the ** was comparable as well as the sound bar. The specialist informed said yes and that what I researched is true and would be comparable price wise and that the sound bar that the store had would go with the new **. All of a sudden they said that I couldn't do that and that they found a ** that was comparable even though I was told they did not.I also asked if was possible if I could get reimbursed for the same amount if I stayed with the same brand and even showed proof. They informed me that they don't do that which was a head scratcher.They said that they will send out a ** and that's all they can do and the warranty on the new ** is for 3 months. (most warranties are length of provided warranty)After agreeing to the tv being sent because I really didn't have any other choice, I was informed that I would have a call by Nov. 9th.It is ***************** they use have no idea where the tv is. Called **** AGAIN, was escalated to highest person, still have 2 wait 2 days for response. It has been 3 ************* No **!-Zero ************* product!!!

  Business Response

  Date: 11/29/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the *************** XBR55X930D. The replacement was delivered on 11/23/2022, and the old TV was picked up the same time.
  
  Sincerely,
  
  ***************