ComplaintsforSony Corporation of America
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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a **** Bravia A95L 70 tv for my husband for Christmas. Hes had nothing but problems with the tv since. A horrible screeching sound comes out of the speakers when we turn it on. The tv will shut off in the middle of games when hes playing the PS5. The picture is extremely dim even with all settings changed around. The tv also has issues keeping a connection with our WiFi (we have fiber optic and no other devices have connection issues) weve contacted tech support and customer service multiple times. Weve got several case numbers associated with the same issues. The last *** told us he couldnt do a warranty claim and someone would come out to look at the tv, but that my husband would be responsible for moving the tv on his own. (This is a huge heavy tv that took two men to mount on the wall) when my husband asked for alternative solutions, the *** ***** have anyBusiness response
09/02/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** XR77A95L. The customer's case is being handled by the TV *************************** SET). The customer will be contacted soon regarding an update. She may also follow-up with TV SET at ************.Sincerely,***************Customer response
09/20/2024
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.
Sincerely,
*********************************
Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a pair of Stoney headphones. I had them for about a month. When removing them from the case and opening up the ear pad the plastic separated. When I called the company even though there is a one year warranty they refused to replace them. The agent offered me a 10% discount on the purchase of a new one. The sheer ridiculousness of that is laughable.Business response
08/27/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WHULT900N/B. **** offered and processed exchange as one-time accommodation. The customer accepted the resolution.Sincerely,***************Customer response
08/27/2024
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.
Sincerely,
***************************
Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got a package from **** yesterday on 8/7/24 Product:BDPS1700B.UC2 Carrier:Fedex Track shipment:************ And as u can see the package was damaged and the when I went to put the Blu-ray together it would not power on and I I called us about us gave me the run around about and told u need to do troubleshooting which you cannot do on something that wont power on and have no power going to it even though its plugged into the wall and wall plug it plugged into the back of the system so you guys sent me a broken replacement player and I will not be sending back my broken replacement Blu-ray player I get one from you guys that works First, otherwise I will get my lawyer involved. I just want you to replace something that you sent me that booking that you sent me. That came in broken And you guys are giving me the runaround and told me you would have a manager call me back yesterday 8/7/24 and Manager never called me back all I want. Is you guys to replace my broken replacement player you sent me three different plugs. I have a three different **** DVD/blu-ray /4K players. And the one power plug that came with and it still would not turn on so I want us to send me one that works or and get my lawyer to deal with this and dont want to but will if I mustBusiness response
08/21/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Blu-ray ****** BDPS1700. **** already processed an exchange for the damaged replacement, as it is the coverage of warranty, but the customer claimed that the prepaid shipping label to be used to return the old unit was invalid. **** offered alternatives such as requesting for another prepaid shipping label from the relevant team, reimbursing paid label of his preferred carrier, and offered advanced exchange with credit card to secure the return of the original unit, but all these were declined by the customer. **** is not sending a replacement without the old unit being received. ****'s statement is final and will not change.Sincerely,***************Customer response
08/21/2024
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 will send the only one back when I get one that works first and my lawyer may end dealing with this
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
08/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My complaint is that the customer support system is completely dysfunctional. I have attempted by all three methods presented on the customer service website to reach someone for help with my 4 month old, $2000 receiver that has suddenly stopped working correctly, and the customer support system is completely non-responsive on all three fronts. Texting, calling and chatting all ended with hang up or no response.Business response
08/15/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Receiver STRAZ5000ES. **** dealt with the customer and ********************** has been processed.Sincerely,***************Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new pair of wireless headphones from ****** retail store on *********. A little over 6 months later, the headphones broke spontaneously from regular use (emphasis on 'regular', as there was no impact or abuse done to the headphones). They broke because of a design and material flaw in a weak load point on the headphones (as can be seen in the attached images).I read the 1-year warranty that **** provides for these headphones and deemed that this kind of break from regular usage within such a short period should certainly be covered under their warranty. I reached out to their customer service to begin the warranty process. They immediately told me that 'physical damage' is not covered by the warranty, even though it is covered. I patiently followed their support process and escalated the case as high as I could within ****. I was constantly told that I broke them and that it was my fault, which is incredibly frustrating since they broke from just wearing them properly. Nobody at **** would budge at all and shrugged me off every chance they got.For headphones that cost me $400+, I would expect they would have a higher standard of quality and customer service, but it is sorely lacking. They didn't offer repair or refund, basically telling me that the headphones are not garbage. I would appreciate a full refund to buy a new model elsewhere, as a replacement is likely to cause the same issue for **** have documented conversations with them, including a warning that I would reach out to BBB should this not be resolved (and it was not).I hope you can help me resolve this so they can't weasel their way out of honoring their warranty, leaving me out CAD$446.Thanks,*********************Business response
08/06/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WH1000XM5. **** determined that the unit has physical damage that is not covered by warranty. As a one-time accommodation, **** offered a discount on the purchase of a new pair of headphones; however, he declined. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.Sincerely,***************
Customer response
08/06/2024
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:It is not true that **** cannot honor their warranty, it is only true that they choose not to based on their biased decision that the damage is not covered. However, the warranty clearly states:
"This Limited Warranty only covers product issues caused by defects in material or workmanship during ordinary consumer use." [Attached Warranty PDF file]I reject ****'s accusations of 'accidental damage' or 'misuse', as I am the one who possesses the headphones and have kept completely normal care of them within the regular use case. Given that the broken piece on these headphones broke due to simply wearing and removing the headphones (and perhaps that my head is larger than average), it is very clear to me that this is an issue of substandard workmanship. ****'s own support forums and other internet forums show that this issue is not unique and has been happening for other consumers as well.
Here is a short list I was quickly able to put together of similar complaints in ****'s support forum:
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**********************************************************************There are many more identical complaints that **** has done nothing about, leaving many frustrated consumers.
I find it appalling that **** thinks a 5% discount on another pair of headphones is suitable remediation for a loss of over $400. Of course I understand they would offer something to appear cooperative, but that is insulting.
Sincerely,
*********************
Customer response
08/16/2024
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:Your response is despicable and I will continue to dispute this. **** doesn't care that it screws over its customers, and I will do my best to make sure nobody I affiliate with makes the mistake of purchasing **** products in the future. I've given ample evidence that **** sold me a defective product and they refuse to accept responsibility and refund the purchase. There are enough issues with these headphones to start a class action lawsuit with every consumer that experienced the exact same issue. I will be sure to name you, ***************, personally in any further litigation as being completely apathetic and useless in resolving this issue.
Sincerely,
*********************
Business response
08/28/2024
Dear Dispute Resolution Services:Sony's statement remains the same, regardless of whether the customer continues to dispute it or not.Sincerely,***************Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am trying to warranty my **** Streaming Blu-ray **** Player - BDP-S1700 seeing it wont play or read my dvds or blu-rays no more y I dont no and tryed calling us about a few time in the last two weeks but your automated machine kept hanging up on me so I am coming to us this way to get this **** Streaming Blu-ray **** Player - BDP-S1700 Warranty replaced and if u can replace this same one u can replace with another one that dos the same stuff and or is better then the one I am trying to get warranty replacedBusiness response
08/21/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Blu-ray ****** BDPS1700. **** already processed an exchange. However, the customer received the replacement damaged. This is the one he reported under Complaint #********. **** processed another exchange, as it is the coverage of warranty, but the customer claimed that the prepaid shipping label to be used to return the old unit was invalid. **** offered alternatives such as requesting for another prepaid shipping label from the relevant team, reimbursing paid label of his preferred carrier, and offered advanced exchange with credit card to secure the return of the original unit, but all these were declined by the customer. **** is not sending a replacement without the old unit being received. ****'s statement is final and will not change.Sincerely,***************Customer response
08/21/2024
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 will send it back when I get one that works u no
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a set of **** hearing aids on March 4. 2024. I registered the product with **** on March 8, 2024. The left device malfunction within about 3-4 weeks and was replaced al9ng with the right device and charger. The device was sent to me overnight and I sent the defective units to ****. The right side device has now started giving problems. Like the left device did. I contacted **** and was told they required an invoice from the direct seller/partner company, ***********. Several (6) calls to *********** were made on Tuesday, July 15, and 4 voicemails left, as per their messages. As of this time and date, no one from *********** has responded, except in response to my BBB complaint. I did receive a copy of my fully paid invoice from ***********. Upon reconnecting with ****, I was told that within 24 hours of receiving the invoice from their supplier, ***********, they, ****, would contact me to get my credit card information to validate the invoice! They will not get my credit card information! Between *********** and ****, there appears to be a coordinated effort to make honoring their warranty very difficult! I have been told that **** will now not replace my devices until they receive mine first and after they make a decision, only then will they send me a replacement, which can take up to two weeks! I cannot hear for over two weeks!? This is a scam, not a warranty!Business response
07/30/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** OTC Hearing Aid CREE10/2. **** has already initiated the exchange. If the customer has questions, she has to contact OTC Hearing Aid Support directly.Sincerely,***************Initial Complaint
07/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Wait time is excessive and the technical support for Walkman NW-394 is one star at best. They cant explain how to transfer music files. Their English is hard to understand. I am very disappointed.Business response
07/30/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about his technical queries for the **** Walkman NWE394. **** dealt with the customer. We have noted his feedback, and we will have our technical specialist contact the customer to answer his technical questions.Sincerely,***************Customer response
07/31/2024
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:The Customer Relations agent gave me a number for Tech Support that does not work. Furthermore, I was offered no compensation for wasting my time. **** no longer provides good service. **** can expect to lose many sales as result of this one star service. **** needs new leadership.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business response
08/08/2024
Dear Dispute Resolution Services:
The customer's technical queries have been answered by the techinical team. Also, **** has no compensation program available. ****'s statement stands as it is.Sincerely,
***************
Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of the transaction: November 2022 The amount of money you paid the business: $2,000 already paid, with an additional $1,500 still being paid in installments What the business committed to provide you: A fully functional ******* (Model: KD-75X85K)What the nature of the dispute is: ****** stopped working on its own while I was watching it. It started exhibiting a flashing red LED light 5 times. ****** has barely lasted a couple of years, which is far less than the expected lifespan of such a product. I contacted **** customer service on July 19, 2024, but no satisfactory solution was offered. I believe **** is responsible for selling a defective product knowing that it would not last very long.Whether or not the business has tried to resolve the problem: I contacted **** customer service on July 19, 2024, and spoke with a representative, but no satisfactory solution was offered. The issue remains unresolved.Business response
07/26/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** KD75X85K. **** 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 ESTSincerely,***************Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a **** A90J ** on 3/12/2021 for $3,202.49. I expected that this ** would last me a long time, but after a few years the ** started getting burn in. At first it was just UI elements from a game I would play for only a few hours a day, but then more elements started showing up. Now my ** is covered with them and it feels basically useless. I don't spend this much on **s normally and I only bought this ** because I trusted **** as a brand because I am well acquainted with them for most of my life and because I thought that the heatsink in the ** would protect from things like this happening. I'm pretty sure my ** is defective and doesn't do the burn in compensation cycles at all. I've tried contacting **** support via the phone and nobody can help me. This is extremely frustrating as I have needed help with this for a long time and this is my last resort. Currently **** has not tried to fix this.Business response
07/30/2024
Dear Dispute Resolution Services:Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XR55A90J. The ** has image retention, which is not covered under the factory warranty. Image retention, commonly known as screen burn-in, can occur on most televisions if the same image is displayed continuously on the screen for a long duration. **** is unable to honor the customer's warranty claim because the unit is well out of warranty and the issue is not covered. ****'s statement is final and will not change.Sincerely,***************Customer response
07/30/2024
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:The issue isn't JUST screen burn-in. It is how fast it happens as well. I'm talking just a few hours and it happens. It'll still be there the next day as well. This TV is defective. Either the heatsink isn't working or it isn't doing any compensation cycles. **** should be standing behind their Master Series TVs. ** has a 5 year panel warranty on their TVs. If nothing is done about this, you've lost me as a customer forever and I'll be sure to let literally everyone I know on every forum and social media website know how terrible of a company **** is at standing behind their product.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
08/08/2024
Dear Dispute Resolution Services:
Sony's statement remains the same, regardless of whether the customer continues to dispute it or not.Sincerely,
***************
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Customer Complaints Summary
453 total complaints in the last 3 years.
168 complaints closed in the last 12 months.