Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

472 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/17/2022
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 ordered XBR-85X90CH May 2021 from ******* The panel and Wi-Fi recently is having issues. So I submitted a case to ********************** Case number ********. I was offered for the replacement XBR-85X90K. Since I am not trusting this models. There are a lot known issues that I don't want to deal with. So I chose to upgrade to A80K 77 inch. However, there are things that I am not satisfied with. 1) The original undiscounted price difference between these two models are just 400 dollar. Concierge team member is quoting 700 dollar for the difference. Because X90K is currently $2000 and A80K77 is $2700. I paid $2300 for 85X90CH. 2) The 85X90CH I purchased from ****** come with 5 year manufacture warranty. However, they don't honor the remaining warranty on the A80K 77. Instead only having one year manufacture warranty. I am not only paying more price difference and get less warranty. AS above, I am requesting either refund the original purchase price so I will purchase one myself from ******* Or pay the upgrade for the price different from the original price and inherit the remaining warranty period from X8590CH.
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 *************** XBR85X90CH. **** Concierge has resolved the matter with the customer; upgrade at a cost to customer's preferred model has been processed. For concerns regarding the exchange, customer has to continue reaching out to **** Concierge via email or phone call at ******************************* (************); Mon-Fri 8 AM - 5PM PST.

Sincerely,

***************
Customer Answer
Date: 11/30/2022
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:11/15/2022
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.
**** is not taking responsibility for a defect in the tv I purchased and is not honoring their warranty. Ive had the tv only 2 months. Case # ********. They keep saying its physical damage which is obviously not covered under warranty. This is not true and appears to be a common issue with their customer service.
Business Response
Date: 11/25/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65A90J. **** dealt with the customer and explained that due to the physical damage on the unit, **** is unable to honor his warranty claim. This statement stands as it is and will not change.

But as one-time accommodation, **** would like to offer discount towards purchase of a new TV. If he is interested with this, customer may contact us at the phone number below, and make reference of case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday through Friday, from 10:00 AM to 7:00 PM ET

Sincerely,

***************
Customer Answer
Date: 12/13/2022
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:

[My TV has a manufacturing defect on the panel material causing it to come apart. This is not physical damage and **** refuses to take responsibility and provide an acceptable resolution. Their response has been unacceptable. This issue needs to be covered under warranty as it should be.]

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:

Physical damage is not covered. ****** statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Customer Answer
Date: 02/20/2023
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:

This is still not physical damage no matter what you say. It is a manufacturer defect in the panel, plain and simple. As mentioned before, the screen panel material came apart soon after purchase. Please resolve this matter accordingly under the TV's warranty.

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

Sincerely,

*********************
Initial Complaint
Date:11/14/2022
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.
This complaint is about a television and yet somehow was sent to your ******************************************** even though I picked the correct organization to begin with. ** complaint is as follows:I have an ongoing issue with ********** related to one or more of their products and (lack of) support. This all began in January 2022 after purchasing a **** PS5 with remote and headset as well as a separate purchase of a Bravia X9055J **. What this complaint is centered around is the ** itself. ** current case number as I know it is ********. I have been on and off the phone for quite some time with **** ** support about my television or the ********* platform not working well and features continually becoming disabled. To put it plainly if a customer could see the way this ** fails to operate they would not purchase it. **** has requested photos and videos from me that I have provided. I was told I would be contacted (again) come Tuesday the 8th which did not occur. This is after a number of emails have gone unanswered and the **** Concierge agent ******** who assigned herself to my case went M.I.A. ** tv is well within warranty and was purchased from ****s direct website. I expect to have my ** either put in working order or be compensated in return the full purchase price. I am happy to continue to provide any and all relevant information and conversations. Thank you.
Business Response
Date: 11/24/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR55X90J. **** contacted the customer; case is being worked on.

Sincerely,

***************
Customer Answer
Date: 11/29/2022
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:
While **** has contacted me they are not providing warranty support. They are not offering any type of repair or replacement or refund. They are demanding more photos and more videos from me within parameters that cannot be met. To elaborate they are demanding I perform tasks that are impossible to perform in order to continue supporting me. It appears they are trying to kick the can until my warranty expires. It is not up to me to go purchase additional equipment such as video cameras. I have reported a problem about the device and they are refusing to help me. The original associate who assigned herself to my case, April L., vanished after I sent her the original photos she requested of me which include photographs of the ** and my proof of purchase. After a week of no response I called **** and was told ***** only gave them some of the photographs but not all. I was provided a link to upload photographs and videos to which will not accept the formats. I have sent multiple videos and photographs to the provided 'reply to' emails and was then ignored. I have as of the 29th of November been contacted with the request of yet another video of me resetting the television which has failed to correct the problem about a half dozen times or so now. The engineering department refuses to speak to me about the issue and the customer service agents are never able to answer any of my questions. I explained to the agent the aforementioned issues with sending them photographs and videos and he quite plainly recited the same instructions with absolutely no attempt at all to address the issue preventing those instructions from being followed. **** and outlook email do not even allow the videos to be sent via email due to file size restrictions and the videos **** is requesting of me cannot be condensed into the 5 to 10 second window they demand. I am quite certain **** has repair technicians in the *************************** and I am puzzled as to why no one is being sent to look at my television.

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

Sincerely,

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

Customer Answer
Date: 12/16/2022
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:

I have sent **** four ****** drive links to a video, proof of purchase, front and rear view of the ** showing the model sticker. I am awaiting confirmation and to see how **** decides to proceed.
The video I provided was requested of me by **** that shows me performing a factory reset of the television. The video includes footage of the ** information, the failure of applications to recognize my account information as being logged in, the automated installation of applications that were specifically removed from the set-up portion of the television. The failure for the ** to recognize it was missing important ****** updates and application updates.

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

Sincerely,

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

Business Response
Date: 01/05/2023
Dear Dispute Resolution Services:

Customer's unit has been determined for **********************. Onsite dispatch has been requested and details about dispatch has been emailed to the customer. If he has questions, he may respond to the email from TV SET **************** or call ******************* (TV SET) ************** (************) extension 11, and reference case number *********

Sincerely,

***************
Initial Complaint
Date:11/14/2022
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 **** 75 INCH. ** FROM BEST BUY ON 5/28/22. THE ** WAS DELIVERED TO MY HOUSE ON 6/11/22. COST OF THE ** $2157.95 I HAVE HAVING ISSUES WITH THIS **,SINCE JULY 2022. I REPORTED IT TO BEST BUY AND WAS TOLD IT'S UNDER MANUFACTURE WARRANTY SO I SHOULD CONTACT ****. I TRIED ON SEVERAL OCCASIONS TO CONTACT **** WITHOUT ANY SUCCESS.I ULTIMATELY WENT BACK TO BEST BUY AND A MANAGER @ THE STORE GOT IN TOUCH WITH **** AND GOT A COMPLAINT# ********.THE ISSUE WITH THE ** IS MOST DAYS ,THERE'S A VERTICAL LINE TO THE LEFT SIDE AND THE SCREEN IS COMPLETELY BLANK.I HAVE CONTACTED **** ON SEVERAL OCCASIONS AND HAVE EVEN SENT PICTURES. WHENEVER I CALL ****, ALL I HAVE BEEN TOLD IS ....OUR ENGINEER ***** IS LOOKING INTO THE MATTER AND WILL CONTACT YOU WITHIN ***********. THIS HAS BEEN WEEKS GOING INTO MONTHS.BEST BUY STATES IF THEY COME OUT AND LOOK AT THE ** THEN THAT WOULD VOID THE 5 YEAR WARRANTY THAT I HAVE PURCHASE.
Business Response
Date: 11/25/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XR75X95J. **** reached out and spoke to the customer. Apologies if there is delay in getting feedback from the engineering team. We have notified them about the case and will update the customer soon.

Sincerely,

***************
Customer Answer
Date: 12/09/2022
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:

Thanks for contacting me regarding the above mentioned complaint. This issue has not resolved.Sony representative did not look into the matter but instead promised to correct the issues but never ever did.
Thanks
***************************

***** ********** Center

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

Sincerely,

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

Business Response
Date: 12/16/2022
Dear Dispute Resolution Services:

Sony contacted the customer and advised that according to the engineering team, the concern on the television is a Google-related issue and not a Sony issue. Regardless of the information that it is a Google issue, Sony is checking for a temporary measure, and there is no ETA. Since issue is not hardware related, either repair or exchange is not applicable. Sony's statement stands as it is and will not change.

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 have determined that my complaint has NOT been resolved because:

Thanks for your response
However the TV is brand is Sony. If it’s a Google issue I cannot contact Google. This should be Sony responsibility to correct the issue
Thanks
******* ******

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

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

Sincerely,

******* ******
Initial Complaint
Date:11/09/2022
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.
Purchased 48 inch Bravia a9s oled tv on September 23,2022 from ********* ** had issues with turning on/ off immediately out of the box. Contacted Best Buy mid October and was told couldn't return tv due to out of 2 week return policy (ended Oct 8) and instructed to contact ***** Contacted **** October 18th, 2022 case #******** and was told I couldn't return the tv without doing troubleshooting. Technician from **** had me do factory reset amoungst other things and said to call back if it doesn't fix the problem. Days go by with me calling **** 10 more times re: same issue with tv and kept being told there's more "troubleshooting" to be done before I can return tv. After exhausting all the troubleshooting , I was finally told on November 1st, 2022 I could get my claim escalated to try to get a refund. The supposed manager on the phone tells me it is out of 30 day return policy. I explain to them the delay on their end with the troubleshooting is what cause it to be outside of 30 days and I am told "repair or replace only". After I refused to accept the provided options, I was told they will escalate the case further and respond within 48 hours. I just received call from what sounded like the same associate from November 1st, today 11/8/22 at 5:45 pm and am told again return or replace only. Asked for a manager, was put on hold and told she is busy and will call me within 24 to 48 hours at which point I said I await the call and am contacting the better business bureau. The only issue I can think of is they gave me a new case number the second time I called ( did not have the case number off hand) which was ******** and does not show I called within 30 days. I was emailed and asked to upload proof of purchase docs to ****, which I did, along with screenshots of my call logs to/from **** and the satisfaction survey email I received after contacting **** on October 18th, 2022. Attached are aforementioned proof documents as well as some new ones.
Business Response
Date: 11/22/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** XBR48A9S. **** previously dealt with the customer and explained the need to do troubleshooting. He may have done few troubleshooting steps, but it needs to be completed, so **** would know if unit is needing repair or exchange. If issue is confirmed hardware, **** will proceed with either repair or exchange, depending on diagnostic result. But refund will definitely not be offered, as it is not covered by manufacturer's warranty. ****'s statement stands as it is and will not change.

To complete the diagnostics, customer has to contact us at the phone number below, and make reference to case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 11/23/2022
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:

[Your Answer Here]
I did every diagnostic they offered, they told me so on the phone. They are lying. I am over it. Will just take my business elsewhere next time.

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

Sincerely,

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

Business Response
Date: 12/02/2022
Dear Dispute Resolution Services:

Sony regrets that we are not able to grant ********** refund request. Our initial response to ********** complaint stands as it is and will not change.

Sincerely,

***************
Initial Complaint
Date:11/03/2022
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 the **** XBR-65X900E ** from Best Buy on November 18, 2017. I started having issues with the ** as of recently in 2022. The ** starts up with the **** Logo then goes to the Andriod loading screen with spinning circles, then turns off by itself and on the bottom of the tv, the light blinks red 4 times. I found out that means an error message. I have gone through factory resetting the ** numerous times and it still cycles through the above mention cycle and turns off. I thought all was lost until I received and email on November 2, 2022 from **** Protect. The email address the message was sent was from ******************************************** The email states my 65" 4K ** warranty end date is 12/17/2022 and is asking if I want to extend my manufacter warranty. Since it was still under warranty based on this email, I contacted **** via chat for technical support. I chatted with "******" and they had me go through a series of resetting and troubleshooting. Nothing worked for the **. After about 30 mins, ****** asked for the purchase date and said we are out of warranty without asking any other information. They stated the tv was only under warranty for 1 year. I referenced the email and they gave me ************** to call for extended warranty or email ************************ I explained that I did not purchase an extended warranty but they insisted that I called the number. It was late in the evening so they did not answer. I emailed them and they stated that they do not handle this and to call **************. I called this number and the agent asked for my name and email. He stated that the ** was still under extended warranty and was able to reference the email that I received. He then told me to call **************. I called this number and it leads me to **** Technical support. They then tell me to call back the ************* and reference the case number ******** in case they cannot help and call back if any issues. I called the number and they cannot help
Business Response
Date: 11/15/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XBR65X900E. **** contacted the customer; case is being worked on.

Sincerely,

***************
Customer Answer
Date: 11/22/2022
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:

********

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

Sincerely,

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

Customer Answer
Date: 11/22/2022
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:

I will need more time to respond back to case ********. They have told me they need 1-3 days to contact upper management for pricing on another tv

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

Sincerely,

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

Business Response
Date: 12/16/2022
Dear Dispute Resolution Services:

**** dealt with the customer, and she confirmed that she never purchased an extended warranty, so any extended warranty claim is not applicable. However, if customer wants to clarify about the emails she received from **** Protect, she may contact them at **************. Regarding the standard warranty of the *** it had long expired, as it was purchased on 11/18/17; limited manufacturer's warranty is just one year from the date of purchase.

In spite of the fact that unit is already out of warranty, as one-time accommodation, **** still offered customer discount towards purchase of a new *** as the issue on the ** is related to panel failure. Panel repair is not cost-effective. The offer was provided on 11/23/22 and expired on 12/7/22. Since the customer does not find ****'s offer as a viable option, then she may utilize other options outside ****. **** no longer has further offers to give. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 12/20/2022
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:

[Your Answer Here]
While doing the troubleshooting for the tv to determine if it's a panel issue the agent asked if we have done certain steps like rebooting the tv, factory resetting the tv etc. The agent within 2 minutes determined it was a panel issue when that's not the case. On the ************** page based off their repair codes it could EITHER be a bad main logic board, not only a bad panel. Either way, I think they should have honor the warranty that they sent me 3 times but needless to say I will never buy another ******* on my life and will not recommend any family or friends to buy one either. A simple ****** search will show you that the tvs have the same issue. The same tv but the ****65X900C model has the same exact issue as my ****65X900E tv. Here is the link **********************************************************

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

Sincerely,

***************************
Initial Complaint
Date:11/01/2022
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 bought ******* from ****** and they told me it has manufacture warranty. The ** was hardly used only in the family room as we have other ********** in our rooms and due to our busy schedule. We still have the brand new stickers on them. About two months ago when my husband didnt have a job. He noticed a bubble on the Tv and when we contacted **** and sent them pictures and receipt. They are saying we must have caused the damage just so they dont have to solve the issue or fix our defected Tv. The customer service were not helpful and we had to call them multiple times for help. We never had this issue with any appliance that we bought with ******** We are first time **** buyer and we feel they did not treat us well because we are foreigner or because they just dont want to admit that their Tv is defected. We even asked them to send a person to see that there is no damage on the tv but the agent will not be respectful. I m sure that we are not the only customer who they mistreated like this.
Business Response
Date: 11/14/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** **********. **** dealt with the customer and offered discount towards purchase of a new television as one-time accommodation since the physical damage issue is not covered by warranty. Customer declined the offer and said he will just invest on a different brand instead.

Sincerely,

***************
Initial Complaint
Date:10/27/2022
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.
My **** XR65X90J tv or **** HTG700 sound bar isn't keeping the volume level. I adjusted every setting on both. Software is up to date, it's the volume level doesn't stay level. It happens on all channels, the volume goes up by itself.
Business Response
Date: 11/08/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR65X90J and Soundbar HTG700. **** contacted the customer, but it was directed to his voicemail. For assistance, customer has to contact us at the phone number below, and make reference to case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 11/17/2022
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:

[Your Answer HereS] a tech came out all they and **** said it's not the tv or soundbar..They said it was Directv. Directv said no they broadcast the signal they have no control over the volume.

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

Sincerely,

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

Business Response
Date: 11/24/2022
Dear Dispute Resolution Services:

Sony Customer Advocacy is working on the case and will follow-up with the customer as soon as feedback is received from the sound engineer.

Sincerely,

***************
Initial Complaint
Date:10/27/2022
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 **** Model#KD65X80J OLED ** from **** *** Sept 2021 with an extended warranty. ** started turning off randomly, with purple lines across the screen, and red blink codes in June 2022. Contacted **** *** which informed me that since ** is still under the manufacturer's warranty I must contact them. Opened a service ticket with **** and after testing and trying different processes technician is convinced ** is not repairable. The case was then turned over to the **** Concierge department for exchange. My concierge, ******, informs me that model is no longer available and offered me a newer model. After researching the newer model I find that it is inferior and reviews are not positive. My old model and newer model are both in stock at local **** *** and the newer model is already $500 less than my original model which is still priced close to what I bought it for. I ask ****** for other options and I'm informed that I can be refunded the original amount if I have the receipt and I'm willing to send the ** back. GREAT! I still have the box - I'll pack it up. I'm told they will have a carrier contact me to pick up and after they receive it along with the receipt they will cut a check. The ** is still in the box by my front door. I have emailed and called over a dozen times asking if I can ship myself, get the carrier's number to contact them directly, bring it to **** *** to have them send it back, or do anything to move this along but to no avail. I am told over and over that the carrier will contact me to pick up the ** and this is the process. If this is the process the process is broken. I typically buy **** products and have never needed the warranty in the past but now I am seriously rethinking my brand loyalty.
Business Response
Date: 11/08/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****************** about the *************** XR65A80J. **** Concierge is having correspondence with the customer. According to the customer, the unit has already been picked up. Once unit is received at the warehouse, check will be cut. If customer has further concerns, she has to continue reaching out to **** Concierge (****************) at ****************************, or follow-up via email.

Sincerely,

***************
Customer Answer
Date: 11/15/2022
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:

[Your Answer Here]
The TV was picked up on 10/28 within the week of me finally filing a complaint with BBB. As directed by their response - I reached out regarding next steps on securing my refund check on Tuesday, Nov 1st. It is now two weeks later and I still haven't heard anything back from ****** or anyone else from ***** I fear that if I do not constantly harass her/them I will never see my refund check.

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

Sincerely,

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

Business Response
Date: 11/24/2022
Dear Dispute Resolution Services:

**** Concierge updated customer yesterday that the return of the old television has been completed. Next would be receipt of the refund check through regular mail by the customer. If customer has further concerns, she has to continue reaching out to **** Concierge (****************) at ****************************, or follow-up via email.

Sincerely,

***************
Initial Complaint
Date:10/27/2022
Type:Order 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.
Product: Wireless Premium Noise Canceling Headphones, Model number WH-1000XM4. Date of Purchase: 10/27/2021 Issue: Earphone detached from the headset piece during the course of ordinary consumer use (not the result of product abuse or intentional misuse/damage). Contacted **** Customer Support to make a claim under the product's limited warranty which covers product for issues caused by defects in material or workmanship during ordinary consumer use. At first **** denied the claim, then the next agent began the process to honor the warranty. A day later, I was informed that my issue was not covered under warranty. I was refused any further information when asking to speak to a manager or provided with their contact information for further assistance. Please see the attached correspondence that provides a detailed summary of my experience. I emailed this to several individuals at **** in an attempt to resolve the matter, with no response. I am also including a copy of the Sony Electronics, ************ Warranty. Please let me know if further info is needed.
Business Response
Date: 11/08/2022
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WH1000XM4/L. **** offered exchange as one-time accommodation. Customer accepted the offer.

Sincerely,

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

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