Sony Reviews

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Ordered Customized Vaio Laptop But Is Defective

I ordered a customized Sony VAIO laptop from their online web store on 02 Jan 2013. It is 01 November and I already have had 4 issues with this laptop. 3 of which I sent for warranty replacement and was fixed and sent. Each of those times loosing 1-2 weeks each time. The last repair was a screen replacement due to dead pixels. This 4th time the issue was white lines across the screen which I assume to be a poor repair job done by Sony on the last repair. It's been 3 weeks since I made the call for the box to send it in for repair but still no box. Every time I call to ask status of the box, they say they don't know why it hasn't delivered and they will create an alert. When asking to verify my email address, they are more concerned about sending me promotional emails to my email than fixing the problem that is causing frustration to the customer. This is the first product I have ever bought from Sony and rest assured it will be my last. They products, I thought, were of the highest quality and that they offer great customer service. But, unfortunately, this doesn't seem to be the case.
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ID
#455235 Review #455235 is a subjective opinion of poster.
Service
Sony Repair

Sony Did Not Honor Warranty For Defective Product

September 3, 2012, I purchased a Sony turntable from J&R Music World in NY. The turntable came with a 1 year warranty from Sony to cover problems with product. I decided to use the turntable for a gathering in mid October. The turntable did not work. Needle cartridge would not stay in place; records would not spin. I just used my cds. August 15, 2013 I called Sony before my 1 yr. warranty expired explaining the problems with turntable and my 1year warranty. I mentioned since I was not able to use product I should get a new one. There reply was in order to get a new turntable I was to purchase their 3yr warranty which would include a shipping label to return defective product as well. I complied and paid with my credit card. They instructed me to wait until the day after my 1 yr. warranty expired. I did. When I called the day after warranty expiration, I was told I will not receive a new product but a refurbished one. Sony untruthfully misled me. I in turn cancelled the 3 yr. warranty. They said they will mail me a shipping label in 5-10 business days and upon return they will send me a refurbished one as my original warranty soecified. Mid September I called to follow up on the shipping label only to find they did not send it out. After being on the phone for over a hour, I was told the Texas office will ship me the label and again I will receive in 5-10 business days. October 10th I called again because I still never received the label. I was then told I will not be getting a label and because I did not purchase the item online, there is nothing they can do and I am stuck with a non working turntable. Sony purposely mislead me and caused my 1yr warranty to expire. The product came with the 1 yr warranty which said nothing about the item had to be purchased online. With all the consumer complaints, Sony should have a class action suit against them.
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ID
#452025 Review #452025 is a subjective opinion of poster.
Location
Newark, New Jersey
Loss
$108

Sony computer does not work and have several repairs and still wont work and they refuse to replace it

Purchased tap 20 computer Nov 2012. Never worked. I have spent over 80 hrs on phone and with onsite service people and computer still does not work. They now are sending me a box to return the computer. The box got lost. They have ordered 3 boxes none of which have arrived. They provide misinformation and keep you on the phone for over an hr each time you call. I have requested a replacement and or refund to no avail. So out sourcing american jobs has left us at the hands of people who are not trained. Way to go America.
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ID
#451672 Review #451672 is a subjective opinion of poster.
Loss
$1300

Sony short support cycle

Bought a Sony Vegas Movie Studio HD Platinum 10 along with a new computer 2 years ago. Have a problem with it hanging. I tried live chat for support but was told that is only for sales and product registration. Chat guy says send an email request for tech support. When I tried to do that--putting in all kinds of details and identifying the product from a pull down menu, they tell me it is a legacy product and no longer eligible for email support. Apparently I might be able to pay them for support. This is a ridiculously short support cycle! Reviews of the various Vegas Movie Studio are so-so. Don't buy it!
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ID
#450228 Review #450228 is a subjective opinion of poster.
Location
Carlsbad, California
New Reviewer

Sony - the end of a 30 year Brand loyalty

In May of this year I took my damaged Sony PMW EX1 to a Sony Approved Service Centre here in Plovdiv, Bulgaria, what followed was an appalling display of incompetence and unnecessary delay which has now put me out of business. Pulsar (ASC in Plovdiv) misadvised me regarding the type of repair needed and withheld important information that would have allowed me to make a proper decision on how to proceed with repairing my camera. Even worse than this, when I took my complaint to Sony Europe CRO, their time wasting and messing about, complete lack of communication and what appears to me to be a completely disorganized working structure only served to compound my initial problem and now leads me to complaining directly to Sony Japan about a disgraceful ‘Approved’ Service Centre experience and their so called CRO function also. If you took your car (let's say a VW) to an approved VW garage for a repair and they say 'Yes, we can fix that' and after checking several times, 'No, there will be no other issues', of course you trust them and let them do the work, right? Then, after making a very half-arsed job of a repair, tell you something else is now wrong and it will cost you 150% more than the original quote. How would you feel about that approved VW garage?   If you were then told (after 3 weeks of pure time wasting) 'OK, we want to help so we can just pop all the parts out again and give you a full refund', what then might you think? Then, after more time wasting, you speak to the garage manager and he tells you the second problem (a lens issue) should have been an obvious thing to consider from the start but they can not do the work, VW only allows his garage to go so far with repairs and the new problem needs to be resolved somewhere else... This in a nutshell was my situation and the result; over 9 weeks to make a 2 week repair. That was 9 weeks in which my existing projects were put on hold and I could not source future work because I did now know when / if I would have the equipment to do the work. Back to the VW example, if you then took the matter further, got a ray of hope from someone who seemed to know what they were doing, in the form of ‘VW Europe’. They ask you for details of the issue, saying they will look into things and offer you support, before then going completely silent. After having to be chased up they then waste more time before then mysteriously and without warning, simply refer you back to VW Bulgaria (a route you had opted to avoid for a number of very good reasons). When you write to find out what is going on you are told NOT to write to that email anymore as it showing up on their system interferes with VW Bulgaria and their investigations, then, after several requests they offer you no meaningful results of their so called ‘investigation’ and insult you with a ‘goodwill gesture’ of discount vouchers… How then might you think of VW as a whole? I chose a Sony Approved Centre thinking that I could rely on their professionalism and speed in turning around the repair and getting me back to work. That was not the case so I contacted Sony Europe CRO hoping they would look into the matter. I was told Pulsar are a third party company and they have no influence over them... AKA a complete cop out! Just who is accountable for the quality of field service, or lack of, from a Sony Approved Service Centre? Because that blue plaque on the wall must mean something to someone. It meant a great deal to me when I trusted Pulsar to diagnose and repair my EX1… I now learn that Sony Europe (and I assume Sony Bulgaria) feel it is fine for a third party such as Pulsar to wear the ‘badge’ but not live up to the Brand. I also now learn that there are degrees of approved status and that Pulsar were not approved to the level of repairing a professional video camera. Pulsar are approved as a service centre but Sony takes no responsibility for their actions. How can that be right?
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ID
#450128 Review #450128 is a subjective opinion of poster.
Location
Plovdiv, Plovdiv
Service
Sony Repair

Sony and Servicenet

Sony has subcontracted to Servicenet the extended warranty service. Sony collects the payment for the service at the time of purchase, but when it is time to honor the warranty. Sony washes its hands and blames Servicenet. I have been on the phone for hours trying to get to Servicenet. Finally I contacted Paul (CUUA) the highest 'authority' reachable by phone at National customer service. He blames me for contracting with Servicenet and takes no responsibility for Sony subcontracting with Servicenet for not picking up the phone and honoring the warranty. Paul is aware of many complaints from customers on Servicenet but would not call them or talk to them. He will only email them. If I made the payment to Sony for extended warranty, I hold them accountable. I will never ever again buy any Sony products. Hopefully other customers will learn and not buy the product as they will not receive any service after sales.
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1 comment
#829562

When I saw the name Paul (CUUA), National Customer Service, I got angry. This is the representative that answered all of my complaints with the New York Better Business Bureau and the New York Attorney General's office.

He is the man that, in my opinion just sits back and refuses to help anyone, and I'm sure saves Sony Corporation of America millions of dollars in the process. I absolutely have run into Paul in my efforts to get Sony to replace my SCD-1 SACD player with a newer one that cost 1/4 what my SCD-1 cost, the one the Sony Laredo repair facility badly damaged, when I sent it to them for repairs. Paul works in the same office as the representative I have been trying to work with, Robert. Mrs.

Jacqueline J. Varner is their manager, and I have been unable to get her to help me with a replacement either, but I am NOT GIVING UP.

Hopefully everyone that looks will be able to see how the Laredo Texas Repair facility took a cosmetically PERFECT SCD-1 $5,000.00 SACD player and damaged it badly. It is my hope Sony at some point will make this right for me.

ID
#449686 Review #449686 is a subjective opinion of poster.
New Reviewer

Sony vpc laptops crash suddenly

I purchased a Sony laptop 2 years ago--it's a pink vpcsb31fx and I paid almost 800.00 for the laptop. Last night it stopped working right in the middle of a web search and wouldn't turn back on. It was plugged in and the charger light was on, but the laptop light was not on. We got on your website and there was no email contact, only phone We called, were put on hold for 20 min and got a person who was difficult to understand bc of her thick accent. We it would cost 300.00 to repair this unit even though it is clearly an issue with product quality and defect.. This is a 2 yo unit. I have had this problem with no other computer ever. I got online and found that this is a very common issue with Sony vpcs. It's bad enough that a sony produces defective products, but to find sony is unreceptive to customers and not get any resolution from sony after they market something they didn't properly research destroys my trust in sony. I have a house full of sony products--dvd players, e laptops, 5 netbooks to name a few. After this, I have lost faith in sony products and will buy from other manufacturers from now on. In the interim, people need to be warned about this product and this company. Clearly, Sony does not listen.
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ID
#449620 Review #449620 is a subjective opinion of poster.
Location
Des Moines, Iowa
Service
Sony Repair
Loss
$800
New Reviewer

Headphones Defective. Right ear phone broke off completely.

SEP 26 13 SONY ELECTRONICS, INC., is a criminal enterprise. First, I never spoke or had any communication with a "Paul" with no last name. I did speak and write to a "Carlos" on Thursday, September 19, 2013; I spoke to a different individual called "Mary" on Monday, September 23, 2013, and Wednesday September 25, 2013; and a third individual with withheld last name going by the name of "Grace", corporate ID#YC28E. This is an assortment of unidentified Natural Men and Women that are trained by the corporation to lie to their customers to deprive individuals of their Natural Rights, Contract Rights, and private property Rights. They operate in conspiracy to shift responsibility by passing the product complaint from one agent to another agent, to positively avoid responsibility for low quality, substand foreign merchadise. There is no sales receipt, as indicated in the initial complaint, and also indicated verbally and in writing to these individuals. The matter must go to Executive level for any resolution. These individuals do not have the commitment to serve their customers and stand behind the quality of products sold to customers. I am an example of an abused and exploited customer. There is no receipt, because the product was a gift purchased by a nuclear family member for a special occassion. It was purchased within the past two years. The product is currently sold at retail locations and online retailers, including Amazon.com. It is currently sold today, Thursday, September 26, 2013. This information was e-mailed to the individuals that are lying and telling lies to hurt customers for the benefit of SONY. I provided a direct link of the product that is easily viewed on any internet connnection to Amazon. As a customer, I made a demand for a total refund. As a customer, I cannot purchase or incur an expense for any SONY product, because SONY has through its activities promoted the worst electronics product on the market and engages in company practice of teaching its employees to lie and obstruct in interactions with patrons. I cannot support these practices. I don't have any desire to purchase any products from SONY direct resultant from SONY using their agents to lie, cheat, steal, engage in deceptive practices, and engage in Unjust Enrichment by depriving Legal Owners and Users of personal private Property. SONY positively violates the law. This includes the State of California Civil Code, Section 1792-****.8. I informed "Grace" verbally and in writing that she was positively engaged in a criminal activity. SONY and Natural Men/Women, employed by SONY, violate the Uniform Commercial Code (UCC) and U.S.C. federal laws. This is blantant abuse by the largest of multinational corporations. All American should be strongly red flagged and cautioned to avoid this company and NOT TO make purchases and contribute to sales: (1.)PRODUCTS ARE SIGNIFICANTLY INFERIOR AND DEFICIENT; (2.) CUSTOMER SERVICE AGENTS ARE TRAINED TO LIE, CHEAT, AND STEAL. Mr. D.C. Koupai All Rights Reserved. Without Prejudice, UCC 1-308 CALIFORNIA CIVIL CODE, SECTION 1792-****.8
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ID
#449481 Review #449481 is a subjective opinion of poster.
Location
Los Angeles, California
Product
Sony Headphones
Loss
$65

Is lcd tv life only two years?

Sony - Is lcd tv life only two years?
Dear Sir I have purchased SONY LCD BRAVIA TV on June 30th, 2011 at E max shajah UAE, now my TV is not working as the panel is to be replaced, raised a service request to SONY .Service person from sony came to my home and said that panel is to be replaced. Panel as in total screen need to be replaced. The cost of panel is more than the half of the price of the new TV.I received TV from Jumbo .is life of life of lcd only two years. It is impossible to spend 21,000 RS every two years. Kindly consider my case and replace lcd panel as early as possible without any charge. Model:KDL40CX520 Invoice No:SDDINV-120001**** Date:30-jun-2011 Customer code:10201 Customer Name:Dr.Rajavel Herewith I have attached copy of complaints.
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1 comment
#723712

Do you have your television on a name-brand, quality surge protector (like APC, Belkin, CyberPower, etc.)? This is a must for any electronic device, even if you have a 'whole home' surge protector on your electrical service.

The reason is that they will usually provide a warranty for the purchase price of the item.Second, for almost any electronic device over USD$500, you should strongly consider purchasing an extended warranty, or balance not purchasing one against the money you will have to pay to replace the item, such as in this case.Now, a KDL-40CX520 may have cost $800-**** a few years ago, but now there are similar models with the same or superior specs for less money.

You should be able to replace this TV for about $500-600.You don't mention what your issue was; did it go all black, did it start having some wierd artifacts show up on the screen, colors appear reversed, etc. More often it is the power board and/or driver board, so you may wish to take it to another TV servicer and have them look at it.I have a KDL-40Z5100/B from 2008 and it's still going strong, but it is a model several model levels higher than your CX.Once you are out of warranty, the manufacturer has little responsibility/motivation to assist you, unless you can find out or prove that there is a widespread problem with that model.

ID
#447166 Review #447166 is a subjective opinion of poster.
Product
Sony Tv
New Reviewer

Sony Vaio

I purchased a Sony Vaio because I'd previously had one that lasted about four years with very little problems, which I thought was pretty good for a computer these days. The first night I received the computer it started to randomly crash every once in a while (I would just restart and hope it didn't happen again). I should have taken this as the sign I needed to return it immediately, but I didn't. About 4 or 5 months later, I opened the laptop one day to find when I turned it on the screen appeared to be cracked. It actually wasn't cracked (and you could tell when the screen was turned off). There seems to be a small indentation at the top of the screen where the glass meets the plastic, near the center of the computer. I assume this was caused from normal use (opening the laptop with one finger in the middle, as I've always done with any laptop). I believe the craftsmanship was so worthless that it broke. I sent the computer to Sony and they told me it was "physical damage," and wanted to charge $200 to fix it. I told them I had never dropped it and this was a result of their product (maybe a defect or just a bad product), but they refused to make it right. I refused to pay even more for what never worked well in the first place, and told them to send it back. I'd rather pay a local company with some integrity $300 than pay Sony any more money for their incompetance. I'd likely have already bought a Sony PS3, PS4 when it comes out, and possibly Sony TV(s) as well, but now I'll never trust the brand and will never purchase another Sony product again. I also tell everyone considering a computer (or any electronic product) to stay away from Sony and go on to tell them my story (my favorite place to do this is strangers viewing Sony computer's at Best Buy).
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ID
#446994 Review #446994 is a subjective opinion of poster.
Product
Sony Tv
Loss
$800
New Reviewer

Bought 3 sony compact disc players

I am a disabled veterans wife and mostly house bound,live on limited income.Have bought 3 sony compact disc players.As soon as the warranty expires so does the players.The company will fix them if I paly for shipping and handling and for repairs- give this old woman a break! I cannot afford all this too. Don't buy one and get screwed,As I have been,as the company will not even acknowledge your complaint,about the shipping and handling chgs or the repair costs. I am *** I know for buying 3 of them,but I need and enjoy my music being so handicapped
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ID
#444595 Review #444595 is a subjective opinion of poster.
Loss
$1200

Sony Xperia Repair issues

I got new Sony Xperia Z phone.After 3 months,my phone dropped and causes the touchscreen not to work.I contacted Sony technical support to fix my phone.As I was told it is not a warranty issue, I was advised to pay $185 flat rate for the repair.They created an RMA# 712******** on 07/12/2013.I sent my phone to Sony repair center with tracking#ZWR031942****6436.After delivery on 7/18/13, I got an email from Sony that they will repair my device within 14 Business days starting from the date of delivery. They will contact me within that period to pay $185 for the repair in case the damage is not warrantied.I called Sony on 8/6/13 and I was told that my phone will be shipped back the following day and they will email me the tracking#.I called them again the next day and they confirmed the same information.I called them on 8/8/13 requesting any updates.To my surprise, they escalated my case to a manager called Eddie.He affirmed they will contact me within 48 business hours.Unfortunately I never got a call back.On 08/12 I called them again.I spoke with another manager who did not bother wasting his time with me informing me that Eddie has left for the day and I have to call back the following day.Tuesday, I called and spoke with Eddie.He said that there is no part for my phone that is why it is on hold.He promised me to check if they can replace the phone.Eddie called me the following day stating that Sony will replace my phone and if I do mind if the color is black.This is the only color they have in stock.I did not mind.So Eddie confirmed that they will ship the new phone out that day and I will be receiving my phone the following day.AS I did not receive anything on 8/15, I called Eddie back to ask for a tracking number. He told me that he will get back to me by the end of the day with a tracking#.I was so surprised when I received a call from Sony, speaking with a supervisor Carlos who told me that my phone was evaluated and it is not a warranty issue.They won’t repair it and they will send it back
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2 comments
#791918

Yep similar experience. Sent my ZL in for repairs in December.

Got a call back 2 and a half weeks later that the phone had to be replaced was offered a different color but I rejected. I want the black one because of it's unique material on the back of the phone. Which helps me get a better grip. Was told they would order a batch.

Its March( just over 3 months :( ) and still don't have a working phone in my hand.

I don't get how hard is it for a company to get its own products in stock. I reported to BBB

#778060

Ive had similar experience i sent my phone in the middle of december and is february and i havent recieved it. My phone has warranty and issue is covered everyweek i call they tell me the technitian is repairing it. Idk how long it would take to fix a phone but this is the worst service ive ever had on anything.

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ID
#442063 Review #442063 is a subjective opinion of poster.
Location
Brooklyn, New York
Service
Sony Repair
Loss
$600
New Reviewer
in January of 2012 I purchased what I thought was a high end television set for my bedroom. Sony has, in the past, made good products. Not anymore. I purchased a 40" Sony LED Google TV (model NSX-40GT1). Screen was nice, picture was good and the features decent. ...
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ID
#439160 Review #439160 is a subjective opinion of poster.
Location
Minneapolis, Minnesota
Loss
$1000
New Reviewer

No help from ps3 support

. I have never made any modifications to my ps3 and have followed all of the ps3 required firmware updates. In June when update 4.45 was released, I updated my ps3 as per the instructions on the machine. After the update my ps3 started experiencing freezing problems at the XMB. I tried to update the ps3 to the new patch 4.46 that was suppose to resolve the issue but the machine would freeze during safe mode. So I could not apply the update. After several attempts I was unsuccessful and now the machine does not show any video or sound. It does turn on with green light. I called customer support on Aug.11.2013 and I was told that the machine needed to be serviced and it would cost me $99. As this malfunction was a result of the update I believed that this fee should be waived for my ps3 to get fixed. I was asked why I did not call in earlier. And my response was that I have other priorities in my life other than fixing my ps3. Just because I don’t use the ps3 as frequent does not mean that the problem was not a result of the update. I was told that others who had this problem with 4.45 had received a waiver of this fee. Why should I be treated any differently? I am a paying customer and I am furious about the level of customer support and the way customers are being brushed off just because they are smaller in number. I spoke with Alan employee id 33639 and his manager Jill employee id 38047. This was very frustrating because neither of these employees in customer support was able to offer any help. They were only able to repeat what the 1st caller was saying. What would be the purpose of having these support people if they cannot support your customers? I know 1 in 50 million will mean nothing to a big company like yours, but maybe there’s hope and it does.
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ID
#438850 Review #438850 is a subjective opinion of poster.
Location
Burnaby, British Columbia
Loss
$300

Sony Promotion Bravia TV and Xperia phone

I bought a Bravia TV and as promotion I should have received a Xperia Phone. You need to register, send a copy of the bill, send the documents to Sony promotion center and you should get the Xperia phone. Well, I could not register at Sony.eu at all. Sony's web page is rubbish and does not work correctly. I tried to contact Sony via web form several times because the *** on the phone is loooonng! Their web page is rubbish too because it does not accept my email address?!? For whater ever reason. So I called them and waited and waited. A nice voice promised to enter my promotional code and I should get an email from Sony with further instructions. I never received an email. So I called again, same procedure. At least the voice could register me and send me a "code" to follow my status. I send all documents to the customer centre hoping that I would receive my phone soon. Nothing happend for two weeks. I checked that the documents were delivered. They were delivery (traced). Tried to contact Sony again. Received nice confirmation emails that I send an email to Sony and that Sony will reply in 72 hours. Never receive any answers. Well, I guess I will never get my phone and should sew the *** company. NEVER buy any product with the promise of another product being delivered as additional promotion! This was about six weeks ago. You
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ID
#436637 Review #436637 is a subjective opinion of poster.
Location
Madrid, Madrid
Loss
$500