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1.3

Purchased a very expensive pair of Sony "refurbished" headphones for my son a few months ago from a trusted, well reviewed vendor. A month or so later my son was complaining about his ear having pressure and a popping noise.

Long story short, after visit to ear Dr etc, we realized it was a defect in his headphones, not his hearing. I called Sony (due to the expiration of our return window with Vendor) & they said there wasn't a warranty however as an exception they were willing to replace them with a new unit (even though his unit was "renewed/refurbished" which we had disclosed along w/serial number, all info etc). We were thrilled! Told us we had to send them the defective set before they would ship us the new one.

3 weeks later and multiple calls to Sony to get an update, we were finally told today that Sony's warehouse received them (2 weeks ago) and decided not to replace them because they were a "liquidated pair". Spoke to a manager indicating all of this was known initially by their agent. Yet, they refused to back up what their agent offered nor would they even offer a discount on purchasing a new pair. They said it would take 7-10 days for our defective unit to be sent back to us.

So my son, thanks to Sony, has been anticipating a working pair and without headphones for what will be a month! I am reasonable, kind, understanding, so I get the "no warranty" situation. What I've never encountered before is a company not backing up what their representative told a consumer, and additionally all of the trouble we've gone through for nothing. We will NEVER buy Sony again, and we will advise our friends etc against it as well.

We have had great experiences with other manufacturers backing up their agents AND their products. But not Sony.

What used to be a reputable manufacturer years ago is no longer. Buyer Beware!!

User's recommendation: Buy from a company that backs their products, but more importantly backs the word of their representatives.

Preferred solution: Deliver product or service ordered.

Sony Pros: Used to be a great company.

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