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:03/26/2025
Type:Customer Service 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 issue began on Friday, March 21st 2025 after purchasing a very expensive pair of ****'s headphones. ($320). I had paired them to my phone and then wanted to add them to my tablet as well. When trying to connect to my tablet it asked me if I wanted to start fresh or pair from a profile. Wanting the same settings experience across devices I chose to select from a profile which made me realize I needed to sign in. When trying to sign in, it was uncovered that my email was already associated with an account to my surprise. I promptly connected with **** support who told me it was a PlayStation account my email was associated with, which made sense because I had a PlayStation Portable about ***** years ago. Because I didn't know the password, DOB, or security questions I answered as a 12 or 13 year old I needed help accessing my account. The **** *** told me I'd need to go to the PlayStation ***s first since that's where the account originated, but I'd have to wait through the weekend to contact PlayStation and be able to use my headphone over multiple devices.Monday has now passed and I've spent almost the entire day trying to find an answer. After being hung up on and cut short multiple times, I am left with no answers or help. PlayStation ***s told me all day long that unless I had the first AND last 4 of the card on the account (which was my parents' card 15+ years ago) or a transaction ID (again from 15+ years ago), there was absolutely nothing they could do for me and hung up. The Sony people told me if I asked them to "Withdraw my account" it should work. Again no results, same loop of questions. Then the **** ***s just began transferring me to the same **** that had already failed and stopped hearing my concerns. I just want to either delete the account so I can sign up again with a new password or get a link to reset it. Its the email I use for EVERYTHING, I can prove its mine. I was even willing to share my Id to match a name on my profile.
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 PlayStation account. Please be advised that PlayStation offer multiple options to recover your account, such as providing:
- Original console serial number.
- Order number from any previous transaction on the account.
- Last 4 digits of card associated with the account.

Unfortunately, for security, if we don't have access to the information we are note able to reset, withdraw or delete the account. *** ***** understood and advice he will create a new account.

Sincerely,

*** ****
Customer Answer
Date: 04/15/2025
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:

[Your Answer Here]
I may have understood their answer but definitely didnt accept it.
A simple ****** search shows that this isnt an issue unique to me and **** clearly hasnt responded in any way to find a solution to help those who owned a PlayStation station under the age of 18 and no longer have access to their accounts. Their excuse for this was that you have to be 18 to use their services anyways, ok. why support childrens games and rated T games for you platform then? Thats just a cop out because they have no good resolution to the customers who owned a **** device as children. Ive expressed my willingness to prove access to my account in many other ways to verify its mine. But no, no flexibility from their end. Its either the ridiculous expectation that I still have a 15+ year old debit card that my parents let me use as a kid, or a 15+ year old email somewhere in my parents inbox from a PlayStation transaction I made as again. A child. Its so ridiculous to make these the only, obscure ways to recover an account especially for those of us who havent been **** customers in more than 15 years. So disappointing to see their unwillingness to find a better solution and makes me disappointed to be a **** customer. No matter how much I like a product I may have bought from them, Id NEVER advocate for **** due to their awful ability to remediate reasonably. And no, telling me I used their service under aged so Im wrong in the first place is not a good remedy. Neither is giving up because I dont have 15+ year old transaction data.. please ****, find me someone who does.

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

Sincerely,

****** *****

Business Response
Date: 05/29/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the PlayStation account. Please be advised that PlayStation offer multiple options to recover your account. Unfortunately, if we don't have access to the information we are note able to reset, withdraw or delete the account. **** statement is final and won't change.

Sincerely,

*** ****
Comment
Customer Answer
Date: 06/06/2025
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:

[Your Answer Here]
Im beyond unsatisfied as the only account recovery options are obscure and only serve a small demographic of customers who have maintained an active account since they first started it. There's a great number of customers who may have launched an account 10+ years ago and **** provides no reasonable remediation for these customers. At this point I just hope **** knows how silly this is and how terrible their customers service is due to a lack of willingness to find something that works for their customers. I've even offered to send my government ID's to verify it is in fact me trying to recover my account. Yet, the only option is a card number or transaction from more than 15 years ago, you guys are laughable.

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

Sincerely,

****** *****
Initial Complaint
Date:03/25/2025
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 **** A7RV camera and HVL-F60RM2 flash on October 15, 2024, from B&H. On January 6, 2025, I began experiencing serious malfunctions: the camera would freeze, the screen would glitch and go black, and it would fail to write to the ** cardespecially when the flash was attached. I had to repeatedly remove the battery to reboot the system. The issue continued on the following day.I contacted **** customer service and asked for an exchange since the product broke within 90 days. They denied it, citing that it was purchased from B&H. I then had it repaired by **********, an authorized **** repair center, where the motherboard was replaced.However, the same issue persisted after the repairand worsened. The camera now struggles with focus accuracy and creates a harsh outline around subjects. The flash also fails to fire consistently, even at full charge. Here is the attached photo and video that highlight the issue: *************************************************************************************** After another call to **** support, I was told again that they could not help and my only option was to go through another repair. I am extremely dissatisfied with the lack of accountability and the poor customer service response. The camera and flash are both still defective despite the repair.I am requesting a full exchange for both the camera and flash. I expect **** to stand behind its products, especially at this price point, and resolve this matter promptly.
Business Response
Date: 03/31/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** camera ILCE7RM5. **** offered a repair cover under the warranty on march 27, 2025. Unfortunately customer didn't answer or continue with the process.

Sincerely,

*** ****
Customer Answer
Date: 04/08/2025
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 strongly disagree with the statement made by Sony Electronics regarding my case.

**** claims that I didnt answer or continue with the process after being offered a repair on March 27, 2025. This is completely false. On that date, I brought my camera in for a second repair at Photo Tech, an authorized **** repair center, because the first repair (replacement of the motherboard) did not resolve the issue. To this day, the technician has still not been able to identify or fix the recurring problems.

At every step, I have followed the appropriate channels to resolve this. I have communicated with both **** and Photo Tech, cooperated with repair processes, and provided detailed documentation of the products defects.

Whats most disappointing is not just the failure to resolve the issue, but the lack of empathy and accountability from ***** customer service team. I have received nothing but deflectionbeing told to continue repairing a clearly defective product that has already undergone service without success.

I am not requesting a refundI am requesting that **** replace both the defective camera and flash unit. After repeated and unsuccessful repair attempts, this is the only reasonable and fair resolution. I expect **** to stand behind the quality of its products and take responsibility for items that have failed despite proper use and servicing.

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

Sincerely,

****** *****

Business Response
Date: 05/23/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** camera ILCE7RM5. **** offered an exchange at no cost, waiting for camera to be return after *** ***** complete a shooting this week.

Sincerely,

*** ****
Initial Complaint
Date:03/25/2025
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 ordered a TV 9 months ago and imediatly after I got it the TV would image would freeze, the TV made a loud noise from the speakers and the TV reboots. It is a random issue that happens randomly sometimes it doesnt do it for a week, but sometimes it does it 10 times in a 4 hour period. I have contacted **** multiple times and they have me do a factory reset but that doesn't fix the issue. This weekend I contacted support and they said it was a network issue. A network issue would not cause the TV to restart. I cannot speak to anyone that can help me resolve this issue.
Customer Answer
Date: 03/26/2025
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,

***** *****
Initial Complaint
Date:03/24/2025
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 waited about 4-5 hours for their online chat service to get replacement earbuds. After 5 hours the system seemed to become stuck in a loop and I could not access the chat feature again. Additionally, I finally get in contact with a CSR on the phone, only to learn that **** refuses to provide replacement ear buds, even when I offer to pay for them, to replace ones I lost. They have to be several hundred dollars before **** is willing to bother. Instead, I have to buy the whole product again, meaning the case I still have is left as waste. Overall, a waste time and resources, and an overall awful experience. Since I have no recourse but to buy the item over again, I feel my only option is to file a complaint here highlighting the unfriendly consumer practices **** employs to protect their bottom line.
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 **** headphones WFC700N. *** **** advice the unit is already OOW but he doesn't have any proof of purchase, unfortunately the replacement of the earbuds itself is not possible since each pair is linked with the case. As a good will gesture **** offered a discount on a new unit, customer asked time to think about it.

Sincerely,

*** ****
Customer Answer
Date: 04/07/2025
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:

[Your Answer Here]
I am looking to purchase replacements so being *** should not be relevant. I made this explicitly clear to both *** **** I spoke with. Additionally I should note that **** opted not to address the general customer service frustrations, but we can leave it because frankly it's probably outside the scope of addressing in this complaint, however valid it may be.
Regarding the earbuds, it's my understanding based on ****'s response that they are either misleading/lying or **** should clarify what exactly they mean by not being able to be replaced due to, "each earbud [being] linked to its case." Why? Well, I managed to find some replacements for about half the price of the originals (distinctly lower than the 15% discount **** offered) on eBay.
If they didn't work, then this issue would be mostly moot. However, I bought them, tested, and have used them since with no issues yet. So as far as I'm concerned from a consumer angle, new earbuds work completely fine with the existing case, so I have no idea what **** could possibly mean regarding the earbuds being irreplaceable. Additionally, it seems troublesome that **** would design them to be irreplaceable in the first place. Losing earbuds or cases is extremely common, why wouldn't **** account for that? Callously I could attribute it to greed, but I'll abstain from further speculation.
Finally, I would like to append to my complaint based on ****'s response. **** *** remark omits my comments about seeking new purchases rather than replacements. It also does not provide any clarity or proof about the claim that the replacements don't work. Both of these strike me as either lazy or, in the *** case, malicious by virtue of not representing my case accurately.
In conclusion, I managed to resolve this issue alone by going above and beyond to find an alternative method that worked for me despite **** telling me there was no alternative. I bought new earbuds for half the cost and they work, case closed. The 15% discount is appreciated but unneeded. I am no longer seeking any further action from ****, but ask this complaint stay up for other consumers to be aware going forward seeing as I know of no other way to help consumer navigate ****'s, in my view, misleading and frustrating business practices. Thank you.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

** ****

Business Response
Date: 05/22/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ** **** about the **** headphones WFC700N. *** **** advice the unit is already out of warranty, unfortunately the replacement of the earbuds itself is not possible since the earbuds and charging case are not available individually from authorized dealers.

Sincerely,

*** ****
Initial Complaint
Date:03/21/2025
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 set of **** XM5 headphone. They have never been abused or dropped. The hinge broker under 60 days of use.I have contacted **** and they say it is not a warranty item and failed due to abuse.There are a ton of **** XM5 headphone on **** with the same problem and there is a whole subread on readdit about broken headphones. ****************************************
Business Response
Date: 03/31/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********* about the **** HEADPHONES WH1000XM5. Customer contacted **** back on July 30, 2024 and physical damage was determinate due to excessive force applied. The warranty terms exclude any cosmetic or physical damage caused from the customer side, meaning that there is not further action we can offer.

Sincerely,

*** ****
Customer Answer
Date: 04/04/2025
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:

There was no excessive force applied to the headphones. the headphone where never dropped and never abused. Yes. I have a large head but that would not be excessive force.
Feel free to look on *************************************** and see the litany of broken headphones because of USE.
or go on **** and fine an endless list of XM5 headphones with broken headphones become of USE.
**** chose to use a smaller plastic than their XM4 and are VERY MUCH AWARE of this defect in their product.

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

Sincerely,

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

Business Response
Date: 05/23/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********* about the **** Headphones WH1000XM5/B. 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 one time accommodation and goodwill gesture we offered a discount towards a new purchase, customer refused.

No other possible accommodation, **** statement is final and won't change.

Sincerely,

*** ****
Customer Answer
Date: 06/09/2025
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:

Hi,

I would like to inform you that the company has not provided a resolution.

This has gone back and forth several times with **** stating they will not honor their warranty.

They did offer a new updated version at full price. The original headphones I purchased lasted for 2 months. Paying $400 for a replacement unit that will last another 2 months at $200/month is not worth their resolution

**** is well aware of the defect in their headphones. They say it was damaged but they never saw the headphones in person only by photo.

The headphones were never dropped but claim they were damaged on purpose.

I also pointed them to **** and **************************************** where every other post is a broken headphone set.

Sony says "the unit was diagnosed with Physical Damage whether it is accidental or consequential, Consequential to what? Usage?

I understand that the product is made in ***** where they are of smaller stature but this is an international product and should work withe every head size. The fact that these are well known to fail at the hinge is ridiculous and the long term consequence will be a law suite.

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

Sincerely,

****** *********
Initial Complaint
Date:03/21/2025
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.
Issue:I purchased a *******, which was a warranty replacement for a previous defective unit. However, this replacement TV has ongoing issues, and **** is refusing to honor the warranty.I provided photo and video evidence of the issues.Sonys representative, *********, falsely blamed my internet connection, even though my TV is hardwired with 1Gbps Ethernet speed.I requested a proper evaluation, but **** instead closed my case without addressing the issue.When I tried to escalate to corporate, I found that ***** corporate email is rejecting messages, making it impossible to reach higher management.This is a clear case of **** refusing to honor their warranty obligations.Desired Resolution:I am requesting **** to properly evaluate my TV under warranty and either:1.Repair or replace the defective TV, OR 2.Provide a fair resolution, such as a refund or store *************** should not be allowed to deny warranties unfairly and ignore customers who follow the proper procedures.
Business Response
Date: 03/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the *************** ********.

TV has been checked from two different technicians, and they have sent the same outcome (bandwidth issue related to the app requirements and customer's home network), we stand behind our Engineering team's determination that the TV is operating as it should.

Sincerely,

*** ****
Customer Answer
Date: 04/01/2025
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:

[Although **** states that two technicians evaluated the TV, I was present during the visit and can confirm that the technicians only took photos and briefly inspected the display. I informed one of them that the TV powers off randomly and the OK ****** function is not working at all. The technician mentioned that this could be a motherboard issue and said he would report it.

However, ***** response ignores these additional concerns and seems to base their decision only on a surface-level photo review and comparison to ******* videos. I believe the evaluation was incomplete, and the conclusion does not reflect the actual performance issues Im experiencing.

Im seeking a proper resolution, including either a thorough inspection of the reported malfunctions or a warranty repair/replacement.]

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

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 *************** ********.

TV has been checked from two different technicians, and they have sent the same outcome, we stand behind our Engineering team's determination that the TV is operating as it should.

Sincerely,

*** ****
Customer Answer
Date: 04/28/2025
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:

While I appreciate the inspection by ***** third-party technician, I was present during the visit and personally informed the technician that the TV shuts off by itself at times and that the OK ****** function is no longer working. The technician agreed it might be a motherboard issue and stated he would report those findings to *****

However, based on Sonys response, it appears those serious functional issues were not properly documented or evaluated. The technician only took photos and referenced ******* videos for image comparison, but did not conduct any real testing on internal software, system functions, or the voice assistant failure.

These internal problems were acknowledged by the technician but are now being disregarded without explanation. I also requested copies of the technicians full report and the Engineering Teams evaluation criteria to understand how the decision was made, but **** has not provided any of this information.

I am asking for a proper and complete review of the TVs internal issues, and a warranty decision that reflects the full scope of the defectsnot just image quality.

Thank you,
******* ******

In order for the BBB to appropriately process your response, you MUST answer the question above.
Initial Complaint
Date:03/20/2025
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.
Hello, I recently received a **** XBR-65A4G, I registered immediately, and thankfully purchased the protection plus plan. When installing the TV on my TV mount it was knocked over and suffered a crack on the front of the panel, which also seems to have damaged the **** panel. The protection plan I purchased was the protection plan plus which covers accidental damages and breaks. Information can be found here. ********************************************************* aspect of this plan that is not disclosed prominently enough, or is reminded (the same as other aspects of the plan) is the fact that there is a 30 day waiting period for accidental damage and handling protection plan coverage.??The main complaint of this filing is the fact it is not clearly discolsed as a reminder and that the time that damage would have the highest percentage to occur is during the set up period, which if you just bought a dream TV is going to occur as soon as the product is in the house for most. I believe that to be a scammy transaction. If it was prominently disclosed I could have waited the amount of time to properly file for the damages or even delay my gratification, instead I did what I thought was responsible and immediately filed the claim, which logged the serial number and marked the TV. Additionally, **** DID refund me for the protection plan, however I am left with a 65" paperweight instead of a TV and very disappointment experience from a customers perspective.?I'm not sure what a ideal outcome of this situation would be, short of a replacement TV or significant credit. However, the situation has me feeling scammed and a bit ripped off from the situation.
Business Response
Date: 03/31/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******* about the ******* model XBR65A8G. We have tried to get in contact with ****** to gather more information about the situation. Unfortunately, He hasnt answered any of our calls. However, the warranty terms exclude any cosmetic or physical damage caused from the customer side, meaning that there is not further action we can offer.

Sincerely,

*** ****
Customer Answer
Date: 04/04/2025
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 have attempted calling back using the number and extension provided, which was an invalid extension. They called me twice (once on 3/28 at 1404, and again 3/31 at 1217) while I was at work and unable to answer and left the same inactive extension twice.
They then sent me an email using the same invalid information. I followed the phone prompts outside of using the extension and the case ID provided was also not being recognized and I was unable to follow the prompts in a way that led me to correct pathway.

Regarding the response **** provided to this case, I am aware the **** manufacturer warranty does not cover this, my main concern was around the extended warranty plus that is offered upon registration of the product that was deceptive. And has left me with a broken Tv

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

Sincerely,

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

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 ******* model XBR65A8G. Since the protection plan already provided a resolution base on the terms and conditions from the extended warranty, We regret to inform the manufactures warranty terms exclude any cosmetic or physical damage, meaning that there is not further action we can offer. However as a good will gesture **** offered a 15% discount on a new unit, we still waiting for customer decision.

Sincerely,

*** ****
Initial Complaint
Date:03/17/2025
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 am filing this complaint again against the **** ***** US Store, which is under *********** and Sony Music Entertainment.I ordered some music products from an artist, **** *****, who is signed to *** which is a subsidiary of Sony Music Entertainment. The products I received were supposed to be signed by **** ***** herself, however, a lot of the photos of the signatures of the exact same items were circulated online and it became apparent that the signatures were not consistent to the point where it was noticeable that they had been signed by many different people. This is taking into account that many signatures from one person can vary as these signatures had different styles and were done in ways that were imitating of ** ****** personal signature that has been recorded in the past. It is my belief that there were at least 2 other people signing these items in *** ****** name alongside herself. Additionally, my items from my order were damaged. I tried contacting her web store with the email address that is given for the orders I placed and her webstore which is ********************************** I contacted them first on February 26, 2025 and heard nothing from them. I contacted them again on March 8, 2025, and again did not hear from them. I have sent an email today, March 15, 2025 telling them that I would be contacting you as well as disputing the charge with my bank if I did not hear back from them. I would like for these issues with my order to be dealt with in a timely and satisfactory manner. I would appreciate it if these items could be replaced with authentically signed items as was promised or for my orders to be refunded in full.
Business Response
Date: 03/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ****** about the purchase from **** ***** US Store. All the merchandising and products sold by the artist are handled and covered under her name/company, Sony Music Entertainment does not have any control over those sales, we encourage the customer to keep trying to get in contact with the seller of the products.

Sincerely,

*** ****
Customer Answer
Date: 03/29/2025
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:

[Your Answer Here]
Hello,
I have not heard from the **** ***** US Store at all since emailing them about a month ago. They have also disabled their email address from receiving any messages, so contact with them is now impossible. As Sony Music Entertainment is the parent company of the **** ***** US Store, I believe they have a responsibility in ensuring any of their subsidiaries is not defrauding their customers.
I do not feel as though their answer is sufficient, and their inaction does not begin to correct my situation either. I look forward to hearing their response and resolution for this matter.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

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 purchase from **** ***** US Store. All the merchandising and products sold by the artist are handled and covered under her name/company, Sony Music Entertainment does not have any control over those sales.

We apologize for the situation, unfortunately from the **** side there is not possible action or decision to the complaint.

Sincerely,

*** ****
Initial Complaint
Date:03/17/2025
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.
I purchased my XM5's on May 7th, 2024 within the 1 year limited warranty. The warranty stated on their website mentions that Xm5 will cover anything against defects in material and workmanship and that they will "replace the product with a new or rectified/refurbrished product of the same (or similar) model. On March 16th, I put my headphone on and the hinge broke. This is part of normal use and I have seen so many people online also have this thing happen. This is obviously a problem with the material and workmanship of the product if others are having this problem. When I called, the **** kept on telling me that **** does not cover any cosmetic or physical damage and I would have to buy a new one or get a $99 repaire. However, 1) this is not a cosmetic damage 2) no where in the warranty says that unless with accidental damage. However, this is not an accident and part of regular use. Regular use should be covered especially if it is something to do with their material and workmanship that they themselves said they will cover.
Business Response
Date: 03/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* *** about the **** Headphones WH1000XM5. The unit was diagnosed with physical damage which is not covered under the warranty, we offered the customer ********************** options, customer has agreed.

Sincerely,

*** ****
Initial Complaint
Date:03/14/2025
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.
I have bought a **** projector direct from **** on 11/14/2024 and have opened the box on 3/10/2025 to install it. It would not power on and flashes red. I tried calling tech support and would be on line waiting for an agent for hours before the call getting ********** one answers and there is no support for such an expensive projector.The only online manual states that there could be an internal issue and I need to get in touch with a **** professional whom I can never reach.
Business Response
Date: 03/27/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********* *********** about the **** Home Theater Projector VPLXW5000ES. Checking the files from the claim. I realize **** offered repair process as an in warranty unit, Customer accepted the offer.

Sincerely,

*** ****

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