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

  4200 Conroy Road Ste 284 Orlando, FL 32839

• 

  Sony of Canada Ltd.

  115 Gordon Baker Rd North York, ON M2H 3R6

• 

  Sony Corporation of America

  6363 W Sunset Blvd Los Angeles, CA 90028-7317

• 

  RCA tv/TTE

  General Electric 1484 Elmhurst Road Elk Grove Village, IL 60007-6417

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:10/11/2022

  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.

  I ordered a toy from ******** for $3,318.47; once I received the toy and turned it on, and followed the instructions to activate it, the activation processes halted, showing the attached message" ****** Aibo is not for sale or use in your region" so I called **** customer care only to find out that they won't return it and won't be able to activate it because they were not supposed to sell it to ******** in the first place,the agents are very rude, extremely difficult to work with, and no one even wants to listen; I have no way of using this robot; it cannot work and was not even supposed to be sold to me in the first place.order number #********.its brand new and in its box unused, i would like **** to take it back and refund me in full.

  Business Response

  Date: 10/24/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about his Aibo refund request, purchased through **** website. Sales Team is working on the case and is having correspondence with the customer. Since sales is being handled separately, customer needs to continue reaching out to Sales Team via https://electronics.********, or through email. Alternatively, he may also call them at ************. 
  
  Hours of operation:
  
  Monday - Friday: 10:00 AM to Midnight ET
  Saturday: 10:00 AM to 10:00 PM ET
  Sunday: 10:00 AM to 6:00 PM ET
  
  Sincerely,
  
  ****************;

• Initial Complaint

  Date:10/07/2022

  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.

  the understanding we receive at the time of purchase was that online support will be unlimited. My pcg ***** Lis not downloading drivers and no help of any kind I receive from any quarters. The emails provide you with phone numbers that upon listening to my request direct me to ********** There is no help on the phone. The phone will say we do not know we do not understand your request and provide you the online address Sony.com/support and then it will provide you the same numbers that direct you to sony.com. There is a part providing phone but they are not able to help you because it requires a download from the website.No access to **********

  Business Response

  Date: 10/19/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** **** **********. Phone support is no longer available for the product. However, customer may visit ******************** for information about his product. He can also access our knowledge base, manuals, and available downloads through the said website. In addition, customer may utilize **** Community site at *************************. The moderators and Community members may have the answer to customer's concern. The aforementioned, are the only available options. 
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 11/02/2022

  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:

  You can very well see they are not interested in helping me restore my computer. Go there - go there I have spent lot of money to purchase this computer and all they are required to do to send me a restore cd and system cd but they won't do it. I as a consumer suffer as always.
   

   

   

   

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

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

  Business Response

  Date: 11/11/2022

  Dear Dispute Resolution Services:
  
  The options previously provided are the only ones available. Unit is well out of warranty, and any expense outside the warranty period is customer's obligation. Sony's statement stands as it is and will not change.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 11/24/2022

  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]Sony has not provided any technical help only asked me to contact community. All they have to do is to send me the system DVD. they won't even do that. Just the system dvd: end of matter. I have paid a lot of money when purchasing and now I do not even get a system dvd.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:10/07/2022

  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 ******* 77 A80k from the official **** website. They would not honor a price match to Best Buy for a $700 difference. I decided to return the tv, the tv was unopened and Ive waited multiple days for it to be picked it. It was eventually picked up on 9/12 and there was only one guy for the 77 TV so I had to assist him with loading it. **** now states they did not return the correct product and they will not be refunding me. Ive been reaching out to customer service EVERYDAY for over a week now waiting for **** to get back to me and she has not. This is ridiculous as I have photo proof that it was picked up and unopened. They need to refund me my money.

  Business Response

  Date: 10/19/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about his concern related to the return of the television purchased through **** website. Sales Team just dealt with the customer and informed him that refund has been processed; they will also be processing an additional credit of $250.00 to his account. Since sales is being handled separately, if he has further concerns, customer needs to continue reaching out to Sales Team via https://electronics.sony.com/, or call them at ************. 
  
  Hours of operation:
  
  Monday - Friday: 10:00 AM to Midnight ET
  Saturday: 10:00 AM to 10:00 PM ET
  Sunday: 10:00 AM to 6:00 PM ET
  
  Sincerely,
  
  ****************;

• Initial Complaint

  Date:10/04/2022

  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 March 20th 2022 I placed an order for a hardware product, a dualshock 4 controller, from ***** I received the product as expected with a 1 year warranty valid until April of 2023. As of September 2022, my product stopped functioning correctly and was eligible for a replacement under the warranty's specifications, as confirmed on the phone by **** product support.Three consecutive customer support representatives then went on to request my credit ccard number and for me to pay for all shipping costs and repair costs. Just to be clear, they literally requested that I pay for all shipping and repair costs on a product within warranty, that they confirmed was valid. When I brought this up, I was hung up on all 3 times immediately when requesting that they provide me with the product I paid for. Rather than offer a proper and adequate warranty and communication process, they deny repairs and hang up on customers in an effort to stop any effort to replace their faulty hardware.The entire process is intentionally convoluted in an effort to stop customers from sending in their products for repair.They also require a credit card number for the product to be sent in, and they do not cover any shipping or handlings costs despite the product's failure being their fault.I request that I receive the product I paid for, a brand new Dualshock 4 Controller, in a prompt manner, and that **** adjusts their warranty process to make it possible to actually leverage it. I was denied my active warranty for no reason at all, after the product was confirmed to be valid for warranty.

  Business Response

  Date: 10/14/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** DualShock 4 Wireless Controller. Playstation is a separate entity from Sony Electronics, so we do not have access to their database. Customer has to continue reaching out to Playstation via https://support.us.playstation.com or call **************.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:10/03/2022

  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.

  Situation:I had an issue with my **** XR55A90J **, and so **** Changed my **, but the experience and the replacement ** are both terrible. My case manager was supposed to give me a call, they never did, I sent an email on the 20th of July but received no response. I was traveling on the 21st of July and recently got back. I have tried contacting **** with no luck. The ** box was damaged, the ** has been having issues, and the people who delivered the ** to me did not care. I did not sign in acceptance of the ** because of the condition it was in. The replacement ** was used by someone because there was a name on the ** I guess this means the ** was never wiped or reset. I do not understand how I get a used ** as a replacement that did not even go through the regular steps. The ** was under the name of ******** (I have a picture of this).Issues:1) I let **** know the company they hired to deliver my tv was dragging it on the ground instead of carrying it. I have attached pictures.2) I called **** let them know of the issues and was promised a call back I never received a call back. When I emailed, I was ignored. I have attached a picture to prove this 3) I refused to sign the ** was in good condition because of the condition of the box and how they treated my new tv. I wrote "I did not open yet unsure if good condition or if not broken. Not signing for good condition. Signing for receiving item only." --> I was so upset I refused to sign and wrote this message.4) The ** was under the name "********" - I still can't believe **** sent me a used tv...5) I recently returned from my trip, and now that I am trying to use the ** it is not working properly and glitches a lot. This replacement is not even 2 months old, and I contacted **** about issues with this ** as soon as I got it. I expect it to be replaced with a new function **** this is ridiculous that I have yet to receive a response to my email from **** or a callback.My **** Case # was ********

  Business Response

  Date: 10/14/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************** about the *************** ********* **** Concierge advised the customer that the case has been escalated to engineering team, and based from engineering's recommendation, **** Concierge may offer another exchange. However, if the same issues occur, then the problem is not the ** but environmental. Customer will be contacted by **** Concierge in the following days. Customer may also reach out to **** Concierge (******************) at *******************************; Mon-Fri 8 AM-5 PM PST.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/23/2022

  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 bought a 65' ** from **** on 09/18/2022 (order #********) for $2,139.99. It was stated that the ** would be delivered between 2-3 business days. When I didn't receive my product and with the entire payment already made, I contacted **** today and I was informed that those 2-3 business days wouldn't apply for the size of my ** and that the delivery would be between 4-9 business days but that could change as they utilize a third party vendor that would still need to call me to arrange delivery. I asked to cancel my order and I was told that **** couldn't do so. That, as the product already left their warehouse, I'd need to contact the third party vendor (shipping company) to see if they "would cancel my order" and that they would charge a $150 fee for doing so and probably another percentage on behalf of **** as a restocking fee. This is highly abusive. Who on Earth would buy a ** for normal market price and only expect to receive it almost a month after the order? I'm making this complain because I'd like to cancel my order and get a refund with no penalties in order to buy it somewhere else that can deliver the ** to me sooner. I asked **** for a Case number (********)

  Business Response

  Date: 10/06/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************* ****** about the cancellation and refund request of his online purchase through **** website. Sales is being handled separately, so customer needs to continue to reach out to Sales Team via *****************************, or call them at ************. 
  
  Hours of operation:
  
  Monday - Friday: 10:00 AM to Midnight ET
  Saturday: 10:00 AM to 10:00 PM ET
  Sunday: 10:00 AM to 6:00 PM ET
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/23/2022

  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.

  Good afternoon, I have a ******* that I purchased 09/30/2020. The ** has been great up until the point that I installed ****** most recent update v.6.1772 when it was released. This update was pushed to my ** over the air and mentioned having improvements so I installed it on my **. Since then however my ** has had random crashes and reboots at least daily or every other day. This isn't an issue that happened prior to updating to this new software. I contact **** Support and a representative logged into my ** and made a few changes, he mentioned that if the issue continued to give them a callback. The issue got worse after this and crashed that same day 3 times so I called back, I was pretty much then told that the issue seems to be with the ** itself and they recommended repair however since I was outside the 1 year warranty there was nothing that they could do. I understand I am outside the warranty however this ** is 2 years old and the ** was fine up until the point where I installed their update. I'm not sure what could be done here but this was obviously something caused by their software update.

  Business Response

  Date: 10/06/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the *************** XBR65X900H. **** dealt with the customer and explained that unit is out of warranty. There is no service alert to cover repair even if it is already out of warranty. **** is unable to grant ********** request. ****'s statement stands as it is, and it will not change.
  
  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, customer can search local yellow pages business directory for a repair servicer near him.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/21/2022

  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 purchased ** along with white glove service over 2 months ago. The ** was delivered but for the past 2 months they would schedule the mounting service almost 1 or 2 times a week taking out of my work at least 4-5 hrs each time and no one shows up. I want a full refund on everything. Case #******** | Order #********

  Business Response

  Date: 10/03/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** ******** - purchased through **** website. Sales is being handled separately, so customer needs to reach out to Sales Team via ****************************** or call them at ************. Customer may also continue with her correspondence with the Sales Team.
  
  Hours of operation:
  
  Monday - Friday: 10:00 AM to Midnight EST
  Saturday: 10:00 AM to 10:00 PM EST
  Sunday: 10:00 AM to 6:00 PM EST
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/14/2022

  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 this ** less than a year ago. I spent $2,000 for this ** so it was not cheap. Today while the ** was powered off, it made a very loud buzzing noise and sounded like it was going to explode. I quickly ran to the ** and unplugged the power source in the back to stop the noise. I called **** to have them replace the ** because I was very displeased that I am having issues with the ** less than a year from purchasing it. I still have a manufacturers warranty and they say the issue needs to happen again for them to do anything. If the issue leads to another issue I will be out of luck. They could not even explain the issue on why this would happen. I just wanted a replacement, but at this point I want my money back because the service is terrible. The fact that the ** did this while it was off worries me. What if I wasn't home and it did this, would it have blown up and caused damage to my house or hurt someone? I have a video of the noise it made, but I can't upload it here.

  Business Response

  Date: 09/27/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** ********. **** assisted the customer with troubleshooting, and the issue has been resolved. If customer encounters the issue again, he has to contact **** technical support for troubleshooting. If issue is determined related to functional failure, then service would be initiated if unit is in warranty; refund is not part of it. ****'s statement stands as it is.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/13/2022

  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 **** sound bar HT- ZF9 July 2021 and it worked until July 2022 and now I am having problems. I called **** customer service and spoke with a tech who told me to call Amazon so I called Amazon and I want to Best Buy and was told the problem is with the **** hardware but unfortunately I am about ****************************************************** I am trying to get some help after I have rebooted and reset the sound bar several times at the request of all the reps I spoke with. Is there anyone who can assist me, it's unfortunate that almost one year to date the sound bar is now giving me problems.

  Business Response

  Date: 09/23/2022

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Soundbar HTZ9F. **** assisted customer with troubleshooting, and it has been determined that the issue is not the soundbar as there is sound when using Amazon Music via **** Music Center application. There is just no sound on the ***** ******* device, so customer has been referred the ***** ************ for assistance with the said product. **** does not offer repair for unit that is working within specifications. ****'s statement stands as it is.
  
  Sincerely,
  
  ***************