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Repair
Posted by Adrayt7 on 07/13/2011
Sony I shipped you a DRBT100CX/Blue they sent me a Sliver unit now color may not seemed that important to you but they were hard to come by at reasonable price. All I WANT IS WHAT I SENT THEM IN FOR REPAIR .......

     
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Posted by Whiteduck on 2011-07-14:
Ordinarily, I would probably write this off as a non-issue. Color? But since I didn't know what that model number was, I looked it up and saw it was headphones. Also saw that the regular (non BLU) was about $80. The BLU (blue) was $130. Not sure why, but that's enough to make this complaint valid, I would think.

Thanks for sharing.
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Faulty equipment no help
Posted by Werntaliar4 on 07/06/2011
My baby monitor stopped working just months after purchase. Called Sony and was told they are so very sorry but without a copy of my receipt from months earlier they would not be able to help me. They didn't try to work with me and just kept on repeating themselves over and over again. I am being punished for not saving all of my receipts?

They wouldn't look the product up by the lot numbers on the monitor just kept telling me that the receipt was needed.
     
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Posted by 777tech on 2011-07-06:
Not surprised at all Sony is just doing what all the others have been doing for a long time now. That's why they give you a receipt that disappears in a few months literally. Print will go away cause its on fax paper of some sort. Some companies that market a receipt scanner to scan your receipts into a computer as in Neat Receipts! Good luck if you don't have one!
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Defective product, horrible customer service
Posted by Michael- on 02/12/2011
I purchased a high end Sony Vaio laptop in May 2010 for over $3000 and paid an additional $400 for a Sony 3 year extended warranty. Within seven months after the purchase the laptop became unusable because the Nvidia video card had failed requiring the motherboard to be replaced.
When I called the Vaio support line they scheduled an on-site repair visit and assured me that the repair will be done within 3 business days as stipulated in the warranty. Based on this information I postponed two important business presentations for which I needed to use the laptop.
The nightmare began soon after. No one showed up for the repair after 3 days or the following weeks. I called Sony countless times to inquire about the repair and was never able to break through the stonewalling of the Philipine-stationed gang which represents Sony Vaio. Every time I called I had to retell the story only to find out that they used my call to reset the clock to give themselves another 3 -4 business days before someone would purportedly call back, but of course no one did call. When I asked for details about the delay or to talk to a supervisor they would refuse or become rude. Eventually when I managed to break through to a supervisor named Mark I found out that the reason for the delay was that a part was "back-ordered" and that no delivery date is available. Mark promised to call back within 3-4 business date to give me an update. He never called back. Next time I called there was another supervisor named Mike. Mike continued to give me the runaround and refused to tell me when or if the laptop will be repaired. He would not say if it will take one week or one month or one year. He absolutely refused to give me a loaner stating “policy”. So I am still stranded without a laptop.

If you are shopping for a laptop don't be fooled by Vaio's good looks. Their product is unreliable and their customer service is a scam.
     
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Webcam not repaired
Posted by Lauluna on 01/21/2011
My laptop from Sony Vaio is still under warranty and the webcam stopped working. I have been trying to have it fixed by Sony for more than a month and they just postpone it. I contacted the company more than 10 times and every time they just say that a service order will be opened and between 5 to 10 business days I will be contacted. But the point is that they never contact me back and they also don't let me take my computer to a retail location. I don't know what else I can do.

     
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Posted by MRM on 2011-01-21:
Abandon all hope.
Posted by jktshff1 on 2011-01-21:
where was it purchased?
Posted by leet60 on 2011-01-21:
Be firm and refuse to take no for an answer. It seems they are trying to push you past the warranty period. If ANY expense is involved, such as shipping, you may be better off buying a webcam - you can find them for less than $20.00. Install is simply a matter of plugging it in.

The webcams built into laptops are poor at best and buying a separate one may be a good option.
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Sony Laptop Breaks Again And Again And Again ~warranty Is Worthless!
Posted by FLAGIRL7 on 12/14/2010
SONY LAPTOP HINGE FAILURE AGAIN AND AGAIN AND AGAIN!!!!!!!!!

I spent months getting someone to honor this warranty................They FINALLY gave me a Check for 1/3 of the cost that I paid for replacement and the hinges on it too broke in less than a year. I purchased an extended 4 year warranty ~ WHICH IS WORTHLESS ~ DON'T BUY ~ I paid to have them replaced and they just broke again and again..........My $4000 laptop is now held together with duct tape.

I have since learned that the hinge failure is a known defect which they can not seen to correct........Most of the time it makes the entire screen go black.

Below is some of my futile correspondence. DO NOT BUY A SONY LAPTOP!



...............................
Thank you for your e-mail today regarding my warranty problems with my computer issues. I purchased a SONY VAIO LAPTOP from your COMPUSA Store in JACKSONVILLE, FL in July of 2006. I wanted the top of the line laptop available at the time along with a full warranty. I paid a ridiculous amount for both but because of my business I needed to be covered. I have now been without my laptop for several months. As you know this is a long time in business hours. As promised following is a short summary of my experience. If you need my conversation logs with employee #’s etc. I can provide those.

SONY VAIO LAPTOP MODEL NUMBER: PCG8W1Lor (vgnar290g) ,Service tag #c3lmxdac, s/n:pr51217881 or (28248430300) The two most recent incident numbers given to me by your tap repair department are 12741547 and 12843332.



Shortly before Thanksgiving of 2008 I began to have problems with my Sony laptop that I purchased from CompUSA in July of 2006. Prior to that date I had experienced other problems but had not attempted to have it repaired. I had purchased an extended 4 year warranty. I was told by the sales person that it covered anything that could possibly happen “even if the computer was run over by a truck” and “including the screen” which he seemed to think I may have a problem with.

I contacted COMPUSA and was told that they would send me out a box to return the computer. This never arrived. I called again and it never arrived. Finally after the third attempt I finally received the box and returned the computer on 12/31/09. On 1/12/09 the computer was delivered back to me unrepaired. The notes said it had physical damage because the hinge was broken. This was one of my initial complaints, the screw came out of the hinge because the plastic that it was screwed into stripped. The hinge was not broken. They said that voided the warranty.

I called Assurant and they said they could do nothing. I called compusa and spoke to managers CHARLES AND TUAN. They said that was ridiculous and that they would send it to another company and make sure repairs were done. I shipped it back for repairs on 1/14/2009. I had heard nothing as of 1/23/2009 so I called COMPUSA again and spoke to SUPERVISOR KATHLEEN. She said that it was once again being returned unrepaired because of “physical damage”. I debated with her and she agreed to call BLUERAVEN and authorize repair and it would be expedited. On 1/28/09 I called BLUERAVE AND COMPUSA. I was told that BLUERAVED declined to repair and it would be returned unrepaired.

I called back yesterday 1/29/09 and asked to speak with manager KATHLEEN again and encouraged her that to try to resolve this issue. I explained that it may be simpler to just replace the computer because the cost to do this would be far less than paying legal fees to respond to a lawsuit. She agreed and said she would conference call with Tuan and try to take care of the matter.

This morning 1/30/09 I received message from IILUNA in customer service that they had been authorized to make me an offer. I called back to talk to KATHLEEN but was forced to talk to a girl with a heavy accent named APRIL. April said they offered a “potential” check for a “potential” amount of $1679.00 / or a “potential” replacement with a “potential” Sony VAIO vgnar750e/b . She said they could not tell me the actual amount of the check or the actual replacement computer they would send me until they received my computer back. Then the supervisor would make a determination.

I receive my computer back unrepaired an hour ago. It seems that now the left hinge is completely unattached. I documented condition with photographs prior to return.

I have spent hours on the telephone. The extended warranty should have covered everything that was wrong with my computer. At this point I would be happy to except a refund or replacement with a identical or better product. I would appreciate being given some time to try to transfer my files from my old hard drive to the new one before returning the old computer. I can only do this if I have the new computer first before I return the old one. I assure you the old one will be returned.

Please let me say that I appreciate your personal communication. I am sure that you have felt the frustration of dealing with non-responsive, non-caring companies. It makes no sense to me when companies spend thousand on advertising to gain new customers, only to alienate them with bad service. If this is the fallout from this terrible financial situation then we may have accomplished something as a country. Your help is appreciated.

Dear Mr Cohen,

Thank you for your e-mail today regarding my warranty problems with my computer issues. I purchased a SONY VAIO LAPTOP from your COMPUSA Store in JACKSONVILLE, FL in July of 2006. I wanted the top of the line laptop available at the time along with a full warranty. I paid a ridiculous amount for both but because of my business I needed to be covered. I have now been without my laptop for several months. As you know this is a long time in business hours. As promised following is a short summary of my experience. If you need my conversation logs with employee #’s etc. I can provide those.

SONY VAIO LAPTOP MODEL NUMBER: PCG8W1Lor (vgnar290g) ,Service tag #c3lmxdac, s/n:pr51217881 or (28248430300) The two most recent incident numbers given to me by your tap repair department are 12741547 and 12843332.



Shortly before Thanksgiving of 2008 I began to have problems with my Sony laptop that I purchased from CompUSA in July of 2006. Prior to that date I had experienced other problems but had not attempted to have it repaired. I had purchased an extended 4 year warranty. I was told by the sales person that it covered anything that could possibly happen “even if the computer was run over by a truck” and “including the screen” which he seemed to think I may have a problem with.

I contacted COMPUSA and was told that they would send me out a box to return the computer. This never arrived. I called again and it never arrived. Finally after the third attempt I finally received the box and returned the computer on 12/31/09. On 1/12/09 the computer was delivered back to me unrepaired. The notes said it had physical damage because the hinge was broken. This was one of my initial complaints, the screw came out of the hinge because the plastic that it was screwed into stripped. The hinge was not broken. They said that voided the warranty.

I called Assurant and they said they could do nothing. I called compusa and spoke to managers CHARLES AND TUAN. They said that was ridiculous and that they would send it to another company and make sure repairs were done. I shipped it back for repairs on 1/14/2009. I had heard nothing as of 1/23/2009 so I called COMPUSA again and spoke to SUPERVISOR KATHLEEN. She said that it was once again being returned unrepaired because of “physical damage”. I debated with her and she agreed to call BLUERAVEN and authorize repair and it would be expedited. On 1/28/09 I called BLUERAVE AND COMPUSA. I was told that BLUERAVED declined to repair and it would be returned unrepaired.

I called back yesterday 1/29/09 and asked to speak with manager KATHLEEN again and encouraged her that to try to resolve this issue. I explained that it may be simpler to just replace the computer because the cost to do this would be far less than paying legal fees to respond to a lawsuit. She agreed and said she would conference call with Tuan and try to take care of the matter.

This morning 1/30/09 I received message from IILUNA in customer service that they had been authorized to make me an offer. I called back to talk to KATHLEEN but was forced to talk to a girl with a heavy accent named APRIL. April said they offered a “potential” check for a “potential” amount of $1679.00 / or a “potential” replacement with a “potential” Sony VAIO vgnar750e/b . She said they could not tell me the actual amount of the check or the actual replacement computer they would send me until they received my computer back. Then the supervisor would make a determination.

I receive my computer back unrepaired an hour ago. It seems that now the left hinge is completely unattached. I documented condition with photographs prior to return.

I have spent hours on the telephone. The extended warranty should have covered everything that was wrong with my computer. At this point I would be happy to except a refund or replacement with a identical or better product. I would appreciate being given some time to try to transfer my files from my old hard drive to the new one before returning the old computer. I can only do this if I have the new computer first before I return the old one. I assure you the old one will be returned.

Please let me say that I appreciate your personal communication. I am sure that you have felt the frustration of dealing with non-responsive, non-caring companies. It makes no sense to me when companies spend thousand on advertising to gain new customers, only to alienate them with bad service. If this is the fallout from this terrible financial situation then we may have accomplished something as a country. Your help is appreciated.
     
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Fraud By Sony Ericsson Service Center
Posted by Kkhan on 06/03/2010
Dear Sir

I am an unfortunate and a poor user of Sony Ericsson Mobile phone who is being harassed by your service center in New Delhi, India.

I will request you to please help me.

"I have purchased one SOny Ericsson P1i on 5th May 2009 from Cariano Telecom for a huge 19500/-(rs nineteen thousand five hundred only).

all my friends were insisting that I should go for a NOKIA if I am spending that much but still I trusted Sony and invested in that. But after the painful experience, I think they were right. Even they have the right to tease me and they do.

My handset started giving few problems like loosing network very often and display also used to go blank.

I deposited the handset in your service center RT Outsourcing Ltd. situated at District Center, Janak Puri, New delhi on 13/March/2010 vide workorder no SE310RJK11547 and after 20 days I received it back on03/April/2010.

It was still with same problems with an added problem that memory card was also not working now.

I deposited the handset back again on 24/April/2010 vide workorder no
SE310RJK12423

When on last Friday I went to service center, I was shocked by the rudeness of service center in telling me that the handset will not be covered under warranty since LCD was broken.

I was in a fix since after 1 month of depositing the handset your expert
engineers came to know that LCD was broken of a WORKING HANDSET which was handed over to your service center in perfectly working condition.

I am left with no option and choice except to speak to higher authorities like you and update you regarding the FRAUDULENT PRACTICES being followed by your service centers.

I will request you to immediately look into the matter and I will like you to help me on 2 things:

1. I want an apology from Service Center for the fraud and harassment
done to me
2. I will now not take this handset model (P1i) since your
service center has told me that the model is OBSOLETE and that no parts
are available for repairing.

Waiting for reply
Kamil

9582827418
     
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Dissatisfied with my Sony Laptop
Posted by Sony baloni on 02/14/2010
I bought a Sony VAIO Laptop one year ago on Thanksgiving weekend. The cost of the Sony far exceeded that of competitor's offerings. I was fooled to think that the cost was a justified tradeoff for better quality. One year later the "D" on my keyboard sticks. I only use my laptop for e-mails and on-line shopping and I never eat or drink while in use. I am the only user on this laptop and I'm only on the computer for less than 2 hours per week. I called Sony customer service in hopes that they would cover the cost of repair, since it was just past the warranty. I was bluntly told by the customer service representative that Sony doesn't make exceptions. They will not pay for any part of the repair costs. Bottom line is the name Sony doesn't mean quality. Don't be fooled by the name. I will NEVER buy another Sony product.
     
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Posted by bcd on 2010-02-14:
You won’t buy another Sony product because they would not honor your request for a free repair. Where do you think they should draw the line on warranty repair? At thirteen months? Maybe fifteen months? Whatever the warranty cutoff date is, there will always be customers that think they should be an exception to the policy. You purchased the computer almost fifteen months ago. One year is a reasonable warranty period.
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Refurbished nightmare
Posted by Emuowens on 02/09/2010
LAREDO, TEXAS -- Buy refurbished items from Sony Style at your peril. Bought a mini-hifi last month, and it had a mechanical error on the CD player right out of the box. The local authorized repair center down the road said they couldn't give me warranty service because I didn't have an invoice. I brought in the email receipt for my online purchase, but that wasn't acceptable to them, eventhough Sony said it would be. Next step was following Sony's advice to send it to their repair center in Laredo, TX. I had to contact them myself, and it gets bad right away. Everybody speaks with Spanish accent, and when you are on hold its Spanish music. I have to put up a stink about shipping, so they agree to email me a UPS label. A week after UPS tracking says it was received, Juan Valdez calls and tells me that the radio was damaged in transit. I contact UPS to file a claim and they say that the Sony Repair center paid for shipping, so I can't file a claim. I contact Sony Customer relations and they quote me the manufacturer's limited warranty line.
I have been a loyal Sony customer, but now I wonder. I will think long and hard about buying something online again to save $50 because now I am out $80 with nothing to show for it.

     
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Posted by Anonymous on 2010-02-09:
WOW. THAT SUCKS! I would be MORE than irritated. Thanks for the advice about Sony. Thats rediculous. What was the website that you bought it from?
Posted by emuowens on 2010-02-10:
It was their website, Sonystyle.com. I was thinking buy directly from the manufacturer and save money; not always the case.
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Sony TV's No Customer Service
Posted by Cleosbeach on 01/18/2010
I purchased a 32 inch flat screen Sony TV approximately 2 years ago for $900.00. The picture on the TV suddenly went red and slowed. The sound is fine. I took the TV to a repair shop (not Sony authorized) and was advised that the TV was not repairable. I had to pay this shop, of course, to look at the TV and offer their opinion. When I telephoned Sony Customer Service I was placed on hold and then went through a chain of 3 people who all asked me for the same information even though they had transferred me and given me a reference number after they had added my information into their computer. The connection was poor and I had a difficult time understanding the representative on the other end of the telephone....no surprise there.....it turns out that I was talking to someone in the Philippines....that's where Sony customer service is located. The only advice offered to me was that I needed to go to a Sony Authorized Repair first and if they determined that the set was not repairable I would have to contact Customer Service again and they would then advise me (based on the problem with the set) if they would do anything in the way of aiding with repair costs and or replacing the set or they would do nothing since the set was out of warranty. They advised me that the warranty was only a year ( during the year that the warranty is still in place if they have to replace your set it is at a discounted rate...not a free replacement). I telephoned an authorized Sony repair shop and the cost to look at the TV is $99.00.

Nice gimmick.....for $900.00 I expected the set to last longer than 2 years. By the way, the set was in a bedroom and not used on a constant basis. I purchased a Sony thinking that they were a reliable company with a good product...never again....no brand here I come...maybe their customer service will be more local, speak English and offer some assistance other than for me to spend more of my money on their product with their authorized service dealers without any commitment from Sony.

I wonder how much money Sony gets paid every time a consumer uses the services of their authorized repair shop?
     
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Posted by waterbury01 on 2010-01-18:
Sony products are usually pretty good. I've had Sony products for years. So I'm sorry you may have gotten a lemon. Now, why didn't you call Sony customer care first. Even if your set was under warranty, if they found you went to an unauthorized repair center it would've been voided. Sorry you have to pay twice (if you decide to take it to the Authorized repair) and of course Sony is going to money from the repair shop, they paid for the right to be an authorized repair shop.
Posted by Anonymous on 2010-01-18:
I agree with waterbury01,have always had decent luck with Sony.We once had a wise member that swore by Sony...
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Miserable experience with "Sony" and Sony reader touch edition
Posted by John007 on 12/26/2009
Sony reader
Sony reader
What a miserable experience - especially from Sony. This reader was purchased as a Christmas gift from a "Sony" store in the USA. I was assured by the sales manager that it would be compatible with international voltage (it was) and the warranty would also be covered internationally (it wasn't). I gave it to my wife on Christmas day and it failed 1 day later with a message that its memory was being formatted and locked up. Prior to its breaking down I was synching the free books available for download from Sony once the product is registered.

The Sony touch reader seemed to be well built with an aluminium case and was a convenient size and weight. It is quite new only being introduced in October 2009. That's the end of the good stuff. I started by fully charging the unit per instruction manual, and then turning on the unit and read a book included in the memory. The first feelings that I had was the awkward position of the page turning buttons as I am right handed and they are positioned on the bottom left. This was even more awkward as I purchased a leather cover with light to hold the unit and the left hand cover further interfered with the page turning buttons. Inconvenient. You can also use the touch screen to turn pages but more on that later. I also didn't like the clarity, brightness and contrast of the screen. The first thing I tried to do was adjust the contrast but there is no function to adjust either the brightness or contrast, or for that matter, no ability to reverse text/background colours. What you see is what you get. Very disappointing as I found the text tiring to read and because of the low contrast, it seemed slightly out of focus. Sony says the screen is meant to be similar to a books paper and text, but when holding up the page of a book next to the screen, a book has a much whiter background and is far easier on the eyes. In low light conditions, like lying down and reading on a cloudy day it became uncomfortable to read text, while reading a paper book was no problem. The touch screen (I am used to an Iphone) is also poor. It requires a little bit of a heavy hand to use it. Screen protectors are a must as you really have to push on the screen, and the Sony screen protectors are expensive and further reduces the quality of the image. I would not recommend the Sony e-reader just for these problem areas, but there is more.....

After registering the Sony reader on their internet site, I downloaded the free books. Then I tried to synch the unit with the software provided through the USB port (the software and drivers are automatically installed when the unit is first connected to the USB port on the PC). It took almost an hour to synch the 100 or so books downloaded!!! Soooo slow!! Then I tried to synch a further 25 downloads from the Sony website and then CRASH! The unit locked up and refused to even power off. Then a message came up saying that the memory was being formatted and then it would power off. End of. I could never get out of this problem and Sony UK support said it was defective.

Now starts the real problems. As mentioned the Sony Touch e-reader was purchased from a Sony Store as a gift. We travel extensively and bought the unit in a store in Boston. We were assured that the unit would work with all voltages and that the warranty would be covered in any part of the world where Sony did business. Well, apparently, Sony is not necessarily Sony. It turns out that Sony shops are owned and operated by others, and are licensed to do so from Sony. So back in the UK, I called Sony support and was told that I would have to take the unit back to the store in Boston, 5000 miles away, as the warranty didn't apply in Europe (UK in this case). I explained that this was a SONY product and the product is no different from any other one sold internationally. Now I was talking to Sony HQ in Wokingham when told this and as the Sony stores are not operated by Sony there was no possibility to exchange the defective unit in the UK (or elsewhere for that matter). But it's Christmas I told them!!! Sorry said Sony. End of story. Apparently Sony is not Sony in many cases and Sony the Company refused to support it's own product!!!!

So here we are going on our Christmas holiday without the Sony Touch e-reader. How disappointing it is to give someone a gift for Christmas and have this happen!!!!

So rating the product on its merits as an e-reader, I give it 2 out of 10, and for Sony support, a big fat zero. I am so angry about this I am tempted to write a paragraph of expletives, but instead I will never buy a Sony product again. What has happened to Sony that used to have a reputation of quality products and support????? I now own a very expensive Frisbee.
     
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