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:04/17/2025

  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.

  Model: XR65X90CL Serial: ******* Case Number: ******** This is regarding TV purchased in Dec 24 -still under warranty. TVs screen shows non-uniform pictures and dark spots. After several emails and pictures including video sent to **** support, ***** engineering team acknowledge that TVs LCD screen has defect due to dust and other unforseen conditions during manufacturing of LCD. This bending of images, dark spots are normal and they wont cover under warranty. I reviewed their warranty documents and no where it says this. I told them that if I have known this I would not have spent so much money to buy their TV. I asked them to repair the TV or reimburse me. They refuse both. From my online research I know **** is addressing such issues. May be due to my accent they r taking different approach with my case. I am reaching out for your help to resolve my issue.

  Business Response

  Date: 04/28/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from Amish ***** about the ******* XR65X90CL.  Unit was diagnose working within specs, however as a good will gesture and one time accommodation we offered a no cost exchange, customer agreed.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/17/2025

  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.

  The date of my initial transaction with **** was on April 6, 2025. On that date I purchased as television through their direct website for $2850. That purchase went smoothly order number ********. After I made that purchase **** awarded me $142.50 worth of ***** Points". So I decided I will use them to make another purchase of an AV receiver. I went to make the purchase through their website the same exact way I did for the television and received an error reading "Unfortunately, we were unable to process your credit card. Please try again or use a different card to process your order. For questions regarding your credit card, please contact your bank. For site support, please contact us at **************." So tried different payments methods like a different card and ******, still the same problem. At this point I call my credit card company who assured me there's no problem on their end and even stayed on the phone with me to try and make the purchase, they can see it try to go through but then **** immediately cancels the transaction. After that I call **** the first time, am given a case number "********". The agent escalated it and said I should hear back, I then received an email stating "Due to the provided information not clearing an internal security check, we are unable to complete your order. Unfortunately, we are unable to assist further. Please see **** authorized retailers for future purchases." After that I call **** back and try to find out what this internal security issue is, got out through to a supervisor who could not tell me what it is or who makes that decision, who to contact to resolve it. Only thing they could tell me is to make my purchase elsewhere. That wouldn't be a problem if they hadn't awarded me $142.50 worth of points that are only accepted through their website. They are refusing to accept my orders on the website or over the phone and no one can explain why, I believe it's because they do not want to let me spend the points.

  Business Response

  Date: 04/29/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** Points. Base on our records the customer purchased an ********* on **/** and used his rewarded coins ($142.50) toward this purchase. He also earned 3338 points on this order.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/14/2025

  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 WH-CH720N Wireless Noise Canceling Headphones online from **** directly on purchase order #******** on 4/8/25. Delivered 4/10/25. Audio occasionally cuts out for less than a second. This happens one to two times per hour. I have tried every **** customer service voice line, chat, and text line. All say my issue cannot be resolved, but no human has responded. If product is defective, would like my money back. If issue can be fixed, would like it to be fixed.

  Business Response

  Date: 04/24/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** headphones WHCH720N. We offered technical assistance and was determinate unit needed to be exchange, customer agreed to get exchange under the warranty.
  
  Sincerely,
  
  *** ****
  

• Initial Complaint

  Date:04/14/2025

  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.

  There has been some sort of bubbling effect or from what I've recently learned a problem with the Anti-Glare coating happening underneath the screen of my **** 65 A95K which I purchased in July 2023. Ive posted a couple of photos showing what some of it looks like, there are patches like this on the entire screen, and it seems to me that it is progressively getting worse. I believe it has always been like this since I unboxed the TV and that it took me a few months to notice it around December/January when I first started ***orting it to ****. I purchased the TV and hung it on the wall and havent touched it since. They claim that it is physical damage and that it doesnt fall under manufacturers warranty and refuse any further help on the matter. I gave up the last time I called **** because honestly, I was defeated. I couldn't take another customer *** from either Best Buy or **** telling me to call the others phone number one more time. I have returned in hopes of finally resolving this. I purchased the TV from Best Buy and they have given me the run around for months, I have spent hours talking to each of them on the phone and both just say the other must do something to repair it. **** says Best Buy must have their **** *** contact **** for an RA number, Best Buy says that **** must fix it and they cant touch it within the 1st year since its under their manufacturers warranty. I dont know how or why **** came to the conclusion that this is physical damage without inspecting the TV in person, I've sent photos of the bubbling thats happening. Its extremely disappointing that *** been having to deal with this from ****. I have received no further updates as of April 2025, my last appeal to **** is to make this complaint on BBB. It is unlikely that I will purchase **** again considering the lack of understanding regarding the issue I have experienced. Hard earned money and trust was given to **** and I feel betrayed by customer support.

  Business Response

  Date: 04/23/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the ******* XR65A95K. A Limited Warranty is provided with any tv that warrants against defects in material or workmanship for a designated period. However due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist with the repair/exchange.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  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:

   Thank you for your response regarding my complaint about the **** XR65A95K Tv.
  
  I respectfully disagree with ****s assertion that the TV was diagnosed with physical damage. At no point has **** physically inspected the unit in person. The conclusion appears to be based solely on photographs or assumptions, without a proper technician assessment. The damage in question is under the screen, not the result of any external impact or misuse, and the television arrived in this condition upon delivery.
  
  This exact issue has been widely documented on ***** own community forums and other platforms. Multiple customers have reported receiving TVs with similar sub-panel damage out of the box on AVSForums, **** Community Forums, Reddit etc, and in many of those cases, **** honored the warranty and issued replacements, clearly recognizing the issue as a manufacturing defect.

  
  It is unreasonable and inconsistent for **** to deny warranty coverage in my case while acknowledging identical issues in others. I am requesting a fair and proper evaluation of the unit and reconsideration of my warranty claim. I would be happy to provide additional documentation, photos, or make the unit available for inspection by an authorized **** technician.

  Here is a link to my **** community forums post: ********************************************************************************************************

  I appreciate your attention to this matter and I look forward to a resolution that aligns with ***** commitment to product quality and customer service.
  
  Sincerely,
  
  ****** ******
  
  
  
  
   

  
  

  Business Response

  Date: 05/15/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the ******* XR65A95K. Due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist with the repair/exchange. As a goodwill gesture we offered a discount towards a new purchase, still waiting for customer decision. Offer available until 5/28/2025.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/20/2025

  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:

   

   **** never diagnosed my TV. The **** 65A95K I purchased came with a manufacturers defect (delamination) and **** voided the warranty on the spot. This serves as a warning to anyone considering **** products in the future, beware.

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

• Initial Complaint

  Date:04/14/2025

  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 submitted a warranty claim for a broken hinge on my **** WH-1000XM5 headphones, which broke under normal use. **** denied my claim, stating the damage was physical, despite the fact that I never dropped or mishandled the product.I provided photos, proof of purchase, and worked through multiple levels of escalationincluding National Customer Relations. Only to be denied and offered a 15% discount on a replacement headband.I believe the product suffered a structural failure and should be covered under the terms of the warranty. Im requesting that **** honor the warranty by repairing or replacing the unit at no cost.

  Business Response

  Date: 04/23/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** *** about the **** headphones WH1000XM5/B. A Limited Warranty is provided with the product that warrants against defects in material or workmanship for a designated period. However due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist you with the repair/exchange.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  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 submitted this warranty claim because my WH-1000XM5 headphones broke at the hinge during normal use. **** denied the claim by citing physical damage, despite there being no drop or misuse. The damage occurred under regular use and should be covered under the warranty for defects in materials or workmanship.
  After ****'s refusal, I researched the issue and found many other users reporting the exact same failure. This is clearly not an isolated case, but a design or structural flaw. Examples include:
  ****************************************************************
  ****************************************************************
  ************************************************************************************************************************************************
  ***********************************************************************************************
  Given this clear pattern, I am asking **** to take accountability and honor the warranty through a repair or replacement.

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** *** about the **** headphones WH1000XM5/B. Resolutions for physical damage fall outside of our warranty policy. We previously extended a goodwill offer of a discounted new purchase, which was refused. We have exhausted all available options for accommodation.
  
  *** ****

  Customer Answer

  Date: 07/07/2025

  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. I am marking this case as resolved only because the Missouri Attorney General intervened and Sony agreed to a no-cost replacement. I want to be clear: Sony did not resolve this issue through the Better Business Bureau process, despite multiple rejections and dismissive responses. The outcome was reached outside of BBB, and only after sustained pressure and escalation.
   
  
  Sincerely,  
  
  
  
  **** ***
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  Complaint Type: A problem with a product or service Product: **** Bravia XR-65A80L ******* Purchase Date: [Insert your purchase date]Location Purchased: ****** ****** Amount Paid: [Insert CAD amount]Complaint Summary: Defective **** Bravia TV audio failure within months; seeking professional inspection and appropriate resolution. **************** was dismissive and unhelpful.Details of Complaint:I purchased a **** Bravia XR-65A80L ******* for approximately [insert CAD amount] in [Month, Year] from *******************. Within four months, the TV developed a critical issue: the audio cuts out completely within seconds of turning it on.I contacted ************ customer service and received little useful assistance. As a long-time loyal **** customer, I was deeply disappointed by the lack of support. After exhausting local avenues, I mailed a formal complaint to ***** head office in *****, hoping for a more thorough and respectful handling of my case.However, **** Japan simply forwarded my letter back to ***********. I then received a **** response from the same representative I had originally dealt with (********), who wrote in effect, I told you so, without addressing the core issue or offering any proper ************* this stage, I am not asking for a replacement or a refund. I am simply requesting:A professional, independent technical inspection of the unit arranged by **** An honest and fair assessment of whether the device is defective A clear path forward based on the findings not dismissive responses I have documentation to support the complaint, including the original purchase receipt, warranty details, technical issue description, and copies of all communication with *********** and **** Japan.

  Business Response

  Date: 04/17/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********** about the ******* K65XR80. Be aware the customer is from ******. **** made valid the warranty completing a repair on feb *******, customer asked for a second tech evaluation to make sure everything is working fine after the repair got completed, we advised the customer the technician conducted the required tests to ensure the television is operating properly. If there were any performance concerns, they would have been reported and addressed. Therefore, there is no need to arrange for another service visit.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  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:

  As  **** failed to check on other components on my TV as it failed within 3 months.

   

   

   

   

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

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

  Business Response

  Date: 05/13/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********** about the ******* K65XR80 *******. We tried to contact *** ********** to offer in warranty technical support, unfortunately we were not able to get in contact.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/21/2025

  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:

  Sorry I will contact first and reply back to you later. 

   

   

   

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

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

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a **** *********** receiver that started making popping sounds whenever large electronic devices are used in my house. My installer diagnosed the problem, contacted ****, and **** sent me a shipping label via RMA for repair. Here is where the issue begins.I called **** support to ask them how to ship the device, they recommended paying for fragile shipping (out of MY pocket). I did so and shipped the device. Now ************ (****'s partner) is saying the device was damaged in shipping and want me to pay 600 dollars more out of pocket. I have talked to **** 6+ times now and been assured 3 times it would be covered, no problem. But the support *** keeps changing and saying something different to ************. ************ will not agree to even diagnose the original problem until they are paid for damage that I do not see as my responsibility. I can't get **** to help me resolve the issue. It has been over a month.The facts as I see them:I shipped the device per ****'s instructions.I did not pick the shipping company, **** did. They are saying I should have gotten insurance?? It's their label and their partner shipper and they did not instruct me to get insurance.************ is their partner, yet I am stuck in the *******************'s pricing for repair is not in my control. I did not pick this company, this is ****'s ********** has been greater than 1 month trying to get a fix for a manufacturer problem for a premium device.I want the ********************** done and my device back. Please.

  Business Response

  Date: 04/17/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** receiver STRAZ5000ES. The unit got damaged on the way to the service center, as a good will gesture we advice the service center to return the unit to customer to complete a full exchange on the unit, customer agreed.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/04/2025

  Type:Billing 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.

  Hello,Recently bought a ******* and Was calling **** Support The same day it Came out of the Box, Just a few Days ago I had a Technician " Finally " come to Fix my TV.... Well I thought so. Seems They like changing the Support on the fly. I have supplied Pics of the needed things.I will assume after reading those Support ??? emails and if it was you, you'll be wondering as ******** do I go from an email saying my TV needs repair and Parts have been ordered, to Parts recieved and Tech will be coming to fix the TV, to Tech comes and looks at it , ********** All is well and Now because the tech says that, they don't fix what they said in their OWN emails , said needed to be Fixed???Sincerely, ****** ********* P.S. Even though it wasn't mentioned at purchase, I am willing to beleive that the ONLY reason I was able to get a credit off on the Purchase, is because it was a returned Item, and was sold to me as new ???My previous ******* I owned for 6 yrs and Thankfully it worked fine even though I had 2 issues with that , that I never got resolved, After 6 yrs I would have thought **** Has Changed , but Here I am requesting your help.The tech tried to tell me what I was showing him, all **** TVs had this, so it is Normal. I said No, If they all have this Then **** Is being Too lazy to fix them and Hope people will just accept that reasoning. But he told them all was fine so now they won't do anything, regardless of their own emails they sent me saying otherwise.Their ideology is , If there is a robber standing in front of you ( TV Screen Issues ) but then you Put a Curtain in front of the robber ( Can't see the issues during normal viewing ) then the robber isn't there in front of you anymore???I always told the support people I managed to speak with, " If I could turn the clock back, I never would have bought this TV ".....

  Business Response

  Date: 04/17/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********* about the ******* XR65X90L. Tv was diagnose from the engineering team to be working within specs, however as a good will gesture **** offered a buyback from the full amount, customer agreed to the offer.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/17/2025

  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,
  
  ****** *********

   

  P.S Yes It is being resolved, It is too bad that it had to go this far to get resolved, Never in all the time trying to get this resolved was I ignorant, or Theatening, But it took contacting you to get it rolling in the right direction. Terrible how companies are getting when dealing with things. I ask you when you Look at the pic I attached, Does your TV look like this? And would you beleive that is working the way it should be? And If your Same brand of TV before this one Didn't Have it, How can it be NORMAL for this one???

  More like that want to use excuses to cover thewir **** because they don't know how to Fix the issue, or they were too lazy to fix issues before the TV's went out for sale, and THINK buyers should just accept, the working as intended Excuse, " More like Working how they Know it shouldn't Be, and just don't care. And Hope their buyers are smart enough to know Working right from working Wrong/

  Thank You BBB for your help

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

  
  

• Initial Complaint

  Date:04/02/2025

  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 pair of WH-1000XM5 headphones on Feb 9th. 2024. On March 29th 2025 the headphones broke at the hinge while they were on my head sitting at my desk. Upon further research I found many other online posts dedicated to this same issue with this particular model of headphones. Furthermore, after speaking with **** customer support, it is apparent that they also acknowledge the manufacturing defect with the WH-1000XM5 model as they promote a special $99 repair with a 3rd-party partner for the previously mentioned model ONLY. **** is currently engaged in a deceptive trade practice by knowingly selling a premium product with a well-known defect that requires a special 3rd-party repair partner to address the considerable amount of repair requests received for a recurring issue.I am currently requesting of Sony Corporation of America:A full repair or replacement of the defective Headphones at no cost to me; or,A full reimbursement of the purchase price if repair or replacement is not possible.Public acknowledgment of the defects in the WH-1000XM5 model and corrective action for affected consumers.Failure to provide an adequate resolution will leave me with no choice but to escalate this matter, including but not limited to pursuing legal action and reporting the issue to the the appropriate state and federal agencies in regards to violations of consumer protection statutes.

  Business Response

  Date: 04/07/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the **** HEADPHONES WH1000XM5. A Limited Warranty is provided with the product that warrants against defects in material or workmanship for a designated period. Due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential is not cover under the warranty, however we offered the repair option and 15% discount on a brand new unit. Customer refused both options.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/31/2025

  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 was given a gift for Christmas in 2017 of a **** Boom Box. The ** deck quit working shortly after purchase and the company honored the warranty, sending me a replacement boom box in 2018. I am now experiencing the same issue with the new unit but they say, the replacement unit only came with a 1 year warranty. They are unwilling to stand by their products. Upon lots of research, it has become clear that the ** player on this model is faulty and quits working after a short time but longer than the 1 year warranty service window. I want **** to stand by their products and send me a replacement part for the ** deck at no cost to me. I have gotten the run around by overseas "customer service" who just repeat that your unit is out of warranty. I am very unhappy with the lack of help or accountability for this company as they continue to make subpar projects and won't issue a recall on this product with repeat ** issues.

  Business Response

  Date: 04/01/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******** ***** about the **** Stereo CD / Cassette Boombox CFDS70. **** provided a replacement unit on December 24, 2018 when the unit still in warranty, after 7 years, on 2025 the unit is not longer under warranty. Unfortunately base on the purchase date (December 18, 2017) there is not possible accommodation.
  
  Sincerely,
  
  *** ****