ComplaintsforSony Corporation of America

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back on July 17, 2024, I had a warranty for a black **** digital camera that I bought from ********** and they shipped me a label for repair. I sent it in and they said they could not repair it due to them not having the parts anymore so they mailed me another camera. I expected to have the same camera mailed back to me and instead I got a lesser grade, older model that had a much slower shutter speed that was silver color. It was a completely different model that was a lot slower. I received the camera in August 2024. Then, fast forward in mid Sept.2024, a month later the camera starting showing issues and problems because it was defective. I called **** and complained that the new camera had issues. They said to send it in for repairs or else they would replace it. I sent it in and then 3 weeks later it got returned to me on Oct. 14, 2024 UNREPAIRED. The camera repair shop emailed me and said they do not have the part anymore so they cannot repair it. I called **** customer service on Oct. 14 at 12:12 PM and they told me that they would escalate it so I can mail it back and they would mail me a replacement camera. On Oct. 14, 2024, I get an email at 5:55 PM saying they would not give me a replacement since it's out of warranty (**** case # ********). When I contacted them in August it was still in warranty. The shipping time to send it to repair and the 3 weeks it took to mail it back took a while. I was told by two **** **** that the camera would be replaced if it could not be fixed. I want **** to make it right and give me a new camera since they cannot repair it.

  Business response

  10/30/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Hasio about the **** Digital Camera DSCW830. **** offered buyback as one-time accommodation. The customer accepted the resolution.

  
  

  Sincerely,

  
  

  *** ****

  Customer response

  10/31/2024

  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.
  

  The Fed Ex tracking number **** **** **** and it was delivered Thursday 10/24/2024. I was told I would get a check in 3 weeks. I will let BBB know if I do NOT received it. Also, is infuriating that I had to contact **** at least 5 times to get this resolution. The customer service employees told me it was not under warranty but it WAS under the 90 day warranty. They basically could not count properly and gave me the wrong information and closed my case. It took writing to the BBB to get it opened, show delivered proof and speak to the supervisor **** to double-check that my camera WAS under the 90 day warranty. Most of the customer service employees on the phone at **** are incompetent and are unable to do their jobs properly without causing great aggravation to the customer which wasted a lot of my time calling them 5 times.

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

  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased **** WH-CH520 Wireless Bluetooth Headphones new from ******, which I received on 10/15/23. The power button stopped working on 10/7/24. I contacted their online chat for help on 10/8/24. The agent ***** gave me troubleshooting steps, which did not correct the problem. He informed me that as the item was still under warranty, an exchange would be arranged and he would send me an email with further information. The invoice I had from ****** showed the shipping date as September 15, 2023. I had a series of correspondence with ****** at that time, because two weeks after I ordered the item I still hadnt received it. I spoke to someone at ****** then who investigated and found that the headphones were never shipped. They finally did ship the item, which I received on October 15, 2023 but ****** did not update the invoice or the paperwork to show the actual shipping date. I explained this to the **** chat agent *****, and he assured me that the item was eligible for replacement. I have the full transcript of the chat (transcript #*********, portions attached) ) in which I explained this situation and explicitly asked if sending them the original (and only) invoice from ******, showing the incorrect shipping date, was OK. ****** response was That is OK. No worries! Then on 10/9/24 I received an email from **** stating that they would not honor an exchange. I have contacted them since them via email reiterating what the chat agent told me about the item still being eligible for replacement and I have not received a reply as of today.

  Business response

  10/28/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** Headphones WHCH520/L. **** offered an exchange as one-time accommodation. The customer accepted the resolution.        

  Sincerely,

  *** ****

  Customer response

  10/29/2024

  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. I have been given instructions to return the faulty headphones, and upon receipt of the item, **** says they will send me a new item to replace the faulty one. I have not yet returned the faulty headphones nor received a new pair, so the matter is not yet fully resolved.
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few weeks ago, I discovered a minor defect in the front glass of my **** FE ****** GM OSS II lens (Model Number: ***********, Serial Number: ********, which I purchased on October 12, 2023 from B&H. I contacted **** ***************** and they confirmed that my lens was still under the 1-year manufacturer warranty. They approved my repair request and instructed me to send the lens to ************************ and Repair for warranty-covered repairs, despite my concerns about shipping the lens ********************** assured me that this repair center was professional and would handle the lens with care. They further assured me that any damages during transportation would be repaired under the warranty. Trusting this information, I went above and beyond to package the lens securely, using a whole set of bubble wrap, the original box, and an additional outer box for extra protection.However, after almost two weeks, Precision Camera sent me an invoice for over $900, claiming there were two scratches on the lens. But one of these scratches was not even present when I shipped the lens; I have photos to prove that only one minor defect existed at the time of shipment. Despite contacting both **** and Precision Camera, neither is taking responsibility for the additional damage, and both have refused to cover the repair costs.I find this situation unacceptable, as **** misinformed me about the repair process. The original defect was minor and did not affect the ***** usage, but now, with additional damage caused during the process, I am left with a significantly damaged lens and a repair bill of over $900. If I had been informed that **** would not cover any damages incurred during the process, I would never have sent the lens in for repair.I am requesting that **** cover the full $910 repair costs and any additional damages caused by Precision Camera for my **** *********** lens, which was damaged after being shipped to the repair center **** recommended.

  Business response

  10/28/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the **** Lens ***********. The issue and/or the customer's unit has been determined with physical damage, not covered by warranty. **** covered the return shipping of the customer's unit as is. ****'s statement is final and will not change.

  
  

  Sincerely,

  
  

  *** ****

• Initial Complaint

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered a Xperia 1 V phone from **** which was delivered to me in the next two days. Upon receiving the box, I noticed it was already tampered and found no device inside. I promptly reported this to **** and opened a case and sent detailed pictures. Case # ******** and also called ***** immediately. Since then I barely get update from **** and it's been 6+ weeks. I have sent multiple emails and I as a customer should not be penalized for an issue with **** or it's shipping partner. I also noticed that **** literally put the name of the device on top of the box that was shipped, so everyone in the supply chain knew what was inside the box. This is extremely casual and does not demonstrate care for the customers privacy.

  Business response

  10/23/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the ordered **** Xperia XQDQ62/B. **** Sales Team has processed the refund, and it should have already reflected or will reflect soon through the original form of payment. If the customer has further concerns, please contact **** Sales Team directly.

  
  

  Sincerely,

  
  

  *** ****

  Customer response

  10/25/2024

  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]

   After having made a customer go through 8-10 weeks of constant follow *** with minimum updates , im disappointed that **** only offered a refund after I filed for a BBB complaint. When they knew from the beginning as a customer I did not even receive the device I ordered. Horrible customer service.

   

   

   

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

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two **** Professional Displays, model numbers FW-********************.These displays are based on the ********** operating system. The Android Operating System features Voice Search functionality (it is literally the first thing you are presented with on the home screen). There is no built-in microphone on the display, but USB ports are provided to add peripheral devices. When the displays were initially set up, with USB mics attached, Voice Search operations worked correctly. Following a **** Software Update, Voice Search no longer works.The displays still recognize that USB mics are connected, and indeed they work correctly with other apps (such as ****** Meet). **** have either A) Purposely disabled USB mics (forcing users to upgrade to remote controls with built-in mics) or B) it's simply a software bug. **** Support refuses to answer which of these possible answers is true. It's one or the other - intentional, or a ************'s response is to hide behind the excuse of "we don't support third party devices".They refuse to answer any questions about this issue. It used to work correctly - now it doesn't. That's a problem!If they removed functionality intentionally, functionality which I paid for (the displays are supposed to support this feature!) then they need to rectify the situation by providing new remote controls with the mics built-in. If the problem is caused by a bug in their software, they simply need to include it in a bug report, as requested, and fix it on the next software update. If they are not willing to fix this bug, then once again I would suggest that at the VERY LEAST they should supply new remote controls with built-in mics/voice search as a workaround to this issue.Their current stance of "we don't support third party devices" is utter nonsense. This has nothing to do with third party devices. It's an issue INTERNAL to the displays, between the TV hardware/software/firmware and the Android operating system.

  Business response

  10/28/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ******** about the **** BRAVIA 4K Professional Display. Professional Displays are handled separately. The customer has to contact Broadcast & Professional support at **************. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will remain as it is.              

  Sincerely,

  *** ****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** refused to honor their one-year repair or replacement warranty.-------* * ************** ********* *or which I agreed to pay an additional $2,000, was delivered as a replacement to a failed *******. It was delivered by ***, unboxed, and set it down, apparently undamaged, on June 28, 2024 and has been unmoved since. It worked, for just two months before failing. The screen suddenly had a darkened vertical strip, about 1/10 of the screen. I hadnt touched anything, just watching TV.-------- I asked **** for help. After sending pictures of the problem, working by phone with SONY technicians, following their instructions, the TV screen is now totally blank, no sound. I asked that **** honor its one-year warranty and either repair or replace the TV.-------- **** quickly claimed the TV had physical damage and denied warranty coverage. A denial for this reason seems to be a convenient way of avoiding ****** responsibility, since it infers that physical damage was caused by the owner, as opposed to any other cause or defect in parts, manufacturing, or assembly of the TV by ************* Instead, **** said that I could now buy another replacement TV for the replacement TV, for an additional $1,749.99+ applicable taxes. This after I had already had to pay an $2,000 for their replacement TV. That would now be $3,749.99+ on top of the amount I paid for the original failed **************** I guess I should have been ashamed to have thrown good money away after bad, but I had faith that their TV work and if not, I thought **** was a reputable company and would stand behind their warranty, but now Im again without a working TV. -------- All Im asking **** to do is to be recognize, as I have, that this owner may not have caused physical damage and that its failure may be due to other causes. Im asking that **** honors their warranty, and either repair or replace the TV and at no additional charge than I have already paid for the replacement.

  Business response

  10/18/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the *************** ********. **** determined that the TV has physical damage, not covered by warranty. The customer was offered a discount towards purchase of a new TV as one-time accommodation; however, the customer did not show interest. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

  
  

  Sincerely,

  
  

  *** ****

  Customer response

  11/01/2024

  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:

  Sent from Mail for Windows
  
  My complaint was that **** did not honor its warranty to repair or replace a TV that failed after just two months of use. It was met with a denial of coverage by **** because their assessment of the problem was that physical damage caused the problem, not of SONYs parts or workmanship. The TV had failed by the sudden darkening of a strip of about 1/10 on the left side of the screen. The TV had been working well until this failure. No physical action of any sort had been taken on the TV since it was delivered, unpackaged, and set down by their movers, **** two months earlier.
  
   
  
  SONYs denial based on the claim that something physical happened to the TV provides an easy and convenient way of avoiding responsibility under the warranty to repair or replace the TV.  I am just a consumer. All I know is that it just failed without any physical force or action of any kind. 
  
   
  
  I dont have the technical resources to factually refute their claim. I dont have the legal expertise or know where to go to challenge their claim. The cost of SONYs arbitration process could easily exceed the cost of the TV which I have now lost. Without any evidence **** merely has to claim it has no responsibility and the promises of a warranty are void. 
  
   
  
  As a consumer the only thing I can have is the faith and trust that corporations like **** have the integrity to do the right thing for the consumer they would have. 
  
   
  
      
  
    

   

   

   

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

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

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** WH-1000XM5 headphone in December 2023. As of September 2024, the plastic hinge on the right side of the headphones has broken. This damage occurred during normal usesimply putting the headphones on my ears as intended.According to the warranty information on the **** website (*****************************************************************************************************************), "Sony Electronics **** warrants this product against defects in material or workmanship." Given that the hinge broke under normal circumstances, I believe this issue is due to poor material quality during manufacturing.I contacted customer service and opened a support case (case number: ********), but they informed me that this issue is not covered by their limited warranty. The serial number of my device is: *******. I am seeking a resolution that includes either a free repair or a replacement of the unit due to the defective materials used.

  Business response

  10/08/2024

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ************ about the **** Headphones WH1000XM5/B. The issue is related to physical damage and is not covered by warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.
  
  Sincerely,
  
  *** ****

  Customer response

  10/16/2024

  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 electronics does not honor their warranty in the timeframe promised at the time of purchase (1 year) and for the defect of the product (poor material quality).

  ******* **
  
  
  
  
   

  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/1/2024 I ordered a camera body from Sony Electronics Direct Sales in good faith. I ordered an Alpha 7R V Fullframe ILC camera body that retails for $3400. I received my package via ***** on 9/5/24. I received a correct box, but the camera body was a Alpha 7 III that retails for $1500. I immediately contacted **** and got a case #********. They asked that I send five specific pictures, which I did. I also contacted my credit card company to file a dispute, too. Every time that I have called **** for an update I am getting the run-a-round. I have been told that the investigation can take 1 - 6 weeks before they will make a decision. In the meantime I do not have the camera I ordered in good faith.

  Business response

  09/25/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ****** about the ordered **** Alpha Digital Camera ILCE7RM5/B. The sales team is working on the customer's concern, and only they will be able to handle the case. The customer has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.                

  Sincerely,

  *** ****

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a **** product on August 12, 2024. I was not happy the lens I received, so I reached out to **** to start the refund process. The gave me a shipping label and the product was received on to their warehouse on the 28th or 29th. I reached out to **** on September 4th since I knew the holiday just passed, and spoke to the ***resentative about how long it takes to receive a refund. He said it takes up to 2 to 3 business days for the refund to be initiated. I also did communicate to him that I did not receive an email, from **** that the product was received from the warehouse. This email was supposed to be sent per the refund email I first received with the shipping label. I then waited and contacted a ***resentative again on Monday, September 9th and the *** was like this is very unusual for a return to not have happen. I then communicated that I still did not receive an email. He then asked me my preferred communication to be reached out to, since he needed to escalate my case. I told him email. The following day I have not received an email or call from ****. I had to reach out to my bank, to begin the chargeback process. I will never buy a **** product ever in my life, and I may need to take legal action and ***ort them to the ***. There website states that refunds are supposed to be issued within 7 business days; however, I am yet to hear from them.

  Business response

  09/25/2024

  Dear Dispute Resolution Services:                

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******** about the ordered **** Lens SEL50F18F/2. The sales team reached out to the customer and acknowledged her feedback. They also informed her that due to the dispute being filed, they will work on the case internally because they are not able to process a refund. The customer has been advised to work with her financial institution for further assistance, but if she needs to reach the sales team, she has to reply to their email or contact ***************************. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.                                                     

  Sincerely,

  *** ****

  Customer response

  09/26/2024

  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]

   They reached out to me, once a chargeback was filed. It had been very difficult to get in touch with ****. I was told I would receive a response in 2 to 3 business days, after the complaint was received by the bbb. However, it took them nearly a week to get back to me. I am now working with my financial institution for a refund. I dont know the camera lens is at, the shipping company does not know aka *****, and **** does not know. This has been a month of constant headaches and going back and forth. Hopefully, everything resolved soon.

   

   

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

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

  Business response

  10/18/2024

  Dear Dispute Resolution Services:

  
  

  Since dispute has been filed, the customer has to work directly with her financial institution. The customer's case will be handled by the financial institution moving forward. **** sales team is unable to assist further. ****'s statement remains the same, regardless of whether the customer continues to dispute or not.

  
  

  Sincerely,

  
  

  *** ****

  Customer response

  10/23/2024

  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 been having a hard time with this claim I s not back the package back in August. **** lied and said that the package was not delivered to their warehouse. After someone signed for the *******, and they refuse to release the photo to me. they told me they were filing a claim for the so called missing package. I called ***** the shipping carrier and to my a claim was never put in. Never put in, and I cant put a claim in because its under their account. I disputed with ****** which whom Im supposed to get buyer protection from. Who will also receive a bbb and ftc complaint. The ****** representative said they never mentioned that the package was delivered to another warehouse or that it was signed by *.*****. ***** told me they have the signature. Unfortunately, they told ****** that there was no item found. Do you think they had the nerve to notify that they found the package. Yeah, no I ordered an item that was nearly $1000, and they are trying to scam me. I also have the receipt from ***** where they weighed the box and it matched the weight of the item listed online. I am not only dealing with the incompetence of **** but also ******. I had to dispute my my other financial institution that are doing investigations. This company is a scam and I will never buy from them ever again. I also am filing a report with the *** and I may need to get a police report as well. In regard to this I also have recorded conversations with both *****, ****, and ******. But trust and believe this will get resolved.

   

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

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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** car stereo from ******** Just over 30 days after purchase the product was malfunctioning and since it was over 30 days I couldn't return or exchange at *******. When I contacted **** they said they would mail out a replacement in 4-5 days after I provided my credit card information. I did same day. This was so that they could ship without receiving the item in return 1st. Then I had to do it again a few days later. Then they said they couldn't replace the product due to stock. I requested a similar replacement in return. They refused without me paying more. They offered to buy it back BUT I had to send the unit and wait 3-4 weeks for a check. I said that was not acceptable and was a breach of contract that we already agreed on which was replacement and it would be mailed out in 4-5 days. I attend car audio competitions and have upcoming shows. They refuse to cooperate. Case number ********.

  Business response

  09/09/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Car Stereo. **** contacted the customer, but it was directed to his voicemail. To discuss the case further, the 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,

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

*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. ↩