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Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of s*** wh-1000xm4 headphones for $219.95 via amazon on august 22 of 2021. Thats a lot to spend on personal electronics for me, but I was sure that I was purchasing not only quality, but quality assurance from s*ny and their 1-year warranty.Some ten months after my purchase I was wearing the headphones one day and a tiny plastic bracket inside the left cups swivel mechanism snapped off. The entire left cup detached from its socket and now dangles limply, rendering the headphones fully unwearable.As these headphones were such a rare expense for me, I have treated them with the utmost care at all times. They have not been dropped, tossed, or misused, subjected only to ideal conditions of daily use. These being the circumstances, either the construction of the headphones or the quality of its plastic is clearly defective.This failure is a defect, not damage.When I called s*ny support and explained all of this they acknowledged that I was (and still am) within the warrantys one year span, but then insisted that they consider the defect to be physical damage and will thus not honor the warranty under which they sold me the defective product.I honestly cant see how the s*ny warranty is anything but a scam.

      Business Response

      Date: 08/05/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WH1000XM4/B. **** contacted the customer, but it was directed to her voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.

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

      Sincerely,

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

    • Initial Complaint

      Date:07/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **** keeps sending me to a call center, where an individual reads off a set of notes given to them, and not fully understanding the issue. I am never allowed to talk with the engineering group, that is supposedly is making the decision on my TV issue.Basically, I run three **** TV's...2 - 690E's and 1 - 80J running off the same graphics card. The 690E's work fine no matter what graphics card output port is used. Where as the 80J has issues no matter what output port it uses.Case number 07985094.I had owned three **** KD50x690E tvs running off an Nvidia **** TI graphics card. One of the screens broke and I needed a replacement. **** said the KD50X80J was the replacement. I still use the two 609E tvs.The 80J never did work correctly. The screen would have a small blinking green horizontal line. (See the video. Notice the other 2 tvs 609E have no issue)I would have to restart the pc to get the 80J tv to work. As time went on the 80J got worse and worse, thus the reason for the case number. (See the latest videos with pink and blinking screens.)The 690Es work fine, no problems with the Nvidia ****TI and the drivers. (See the pics videos. The tvs next to the 80J are the 690E tvs.)Tried different cables and graphic output ports with the 80J with no luck.What seems to be the problem, is that the 80J does not like the latest NVidia drivers.I bought the 80J on 2/2022, so I loaded 12/2021 Nvidia drivers and the 80J is fine for now.The problems are as follows:1)**** said the 80J was the replacement tv for the 690E. Yet it does not work the same as the 690E.2)The 80J does not work with newer NVidia drivers. (Which means I will have to use outdated Nvidia drivers forever.)Understand that the two 690E tvs work fine no matter what NVidia driver is loaded.Based off ****s recommendation for the 80J as the replacement for 690E, I would ask that you provide a solution for the 80J not being able to use the latest Nvidia drivers.

      Business Response

      Date: 08/01/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************** about the *************** KD50X80J. **** dealt with the customer and discussed that his concern with Nvidia has no other resolution currently than a HDMI hotplug or TV restart as needed. ****'s statement stands as it is and will not change.

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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 **** WF-1000XM4 (renewed) from Amazon on Mar 26, 2022. But the device soon started to have issues. I have contacted **** customer service in May 11, 2022, and was told to ship the item to **** their office for an exchange. The ticket number is: ******** Then I received an email that the exchange was disapproved (due to it being a refurbished device), and the device has been shipped back. However, the item was lost and the tracking number they provide was invalid. After contacting **** customer for over 2 months, I was informed that "**** will not provide a resolution".

      Business Response

      Date: 07/29/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the **** Headphones WF1000XM4/B. **** will not be providing a resolution. We have been provided information by our contacts at the dealer and the carrier, and have determined that customer's claim is invalid. ****'s statement is final and will not change.

      Sincerely,

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

      Customer Answer

      Date: 07/29/2022

      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:

      They are refusing to take responsibility of my lost item, which is no way to be acceptable. Not even an apology or attempt to solve the problem shows how terrible their service is.

       

      I wonder if there is a way to escalate this case? And talk to someone who can make reasonable decisions?

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/05/2022

      Dear Dispute Resolution Services:

      Sony's statement stands as it is, but if customer intends to dispute the denial of his claim, he would need to contact ********************** by email. 

      Sincerely,

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

      Customer Answer

      Date: 08/08/2022

      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:

      Sony stand by its decision of not providing a resolution. So I stand by my decision of rejecting their reply. 

       

       

       

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


      Sincerely,

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




       

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