ComplaintsforSony Corporation of America

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My repair case number is ********. I called in because my Tv has no picture but it does have sound. The representative told me to upload my receipt and she would be sending me an exchange. Due to **** not having parts for this TV. I did about 25 times ! This Tv is not even a month old and no one has any answers or is calling or emailing me .

  Customer response

  11/25/2021

  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

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing for your assistance in dealing with **** in regards to my television which I purchased last year on 11/28/20, and delivered to my home on 12/04/20. It is a 77 Class A9G Master Series OLED 4K UHD ***************** Serial number *********** issue is it doesnt turn on/off properly. At times it works perfectly, but all too often it does not. This problem has been an issue for several months and finally got tired of dealing with it and talked with a **** representative at Best Buy who told me to contact ****. So on 08/30/21, I did and submitted proof of purchase. After spending a lot of time on both chats and phone calls with **** doing a lot of trouble shooting including reseting the tv to factory defaults with no changes. Finally, **** agreed to provide service. The first service call was on 09/15/21, provided by ********** Shop. **** sent them two parts. One was a power supply board and the other was the main board. The power supply board was damaged from shipment and did not get replaced. They did replace the main board on my tv on this day. Issue still stayed the same. Again much time on phone calls, chat and lot of duplication of what was already done, included factor reset and much more.**** agreed to set up another repair order on 10/15/21, and said they would send the part. They sent an electric ******. Allstar notified them of receiving a ****** so **** shipped the main board on 10/27/21. So another two weeks go by because they messed up their shipping. Allstar came on 11/1/21, and replaced the same part as they had replaced the first time. Nothing else has been done except for this main board. After both service calls Allstar has no way of knowing if the problem is actually fixed when they leave. As long as the tv turns on they report it is working fine. **** has been unable to resolve my problem. I am approaching the end of my one year warranty. Maybe they are trying to put me off until the warranty period ends.

  Business response

  12/10/2021

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************** about the *************** ********. **** dealt with the customer and explained that case needs to be escalated to engineering team for recommendation. Customer will be contacted once recommendation is already available.
  
  Sincerely,
  
  ***************

  Customer response

  12/13/2021

  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 still waiting to hear back from the engineering department where the complaint was escalated to per the response received by both phone call and the response to BBB.

   

   

   

   

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

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

  Business response

  03/03/2022

  Dear Dispute Resolution Services:
  
  It has been determined that customer's television requires exchange. Exchange has been offered and accepted. Exchange has been processed.
  
  Sincerely,
  
  ***************

  Customer response

  03/06/2022

  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. So much time, effort, repeated lengthy phone troubleshooting, and service calls before they finally decided to replace the ***  Just took too long, but finally replaced with a new ***  Thank you.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

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