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Sony repair center NIGHTMARE
Posted by Donald "sony hater" Stephenson on 12/14/2005
SAN DIEGO -- I liked my Sony Cyber Shot DSC-W1 camera very much, the design and features were outstanding. What made me decide to never buy another Sony product ever again was the SHAMEFUL Sony Service Center. My camera started shutting itself off about 6 months after we purchased it. Sony instructed us to send it in to the service center for repairs. We did, and that's when the nightmares begin.

First, they claimed to have never received it (even though we had a tracking number showing it was signed for by the service center weeks before). After 3 weeks of back-and-fourth, they finally found it. Hooray!

3 more weeks go by with no contact from Sony. So we wade through the 20 minutes of automated phone crap till we finally get in touch with a human being. They told us gleefully that our camera was fixed and that it was shipped back to us the day before. Unfortunately, they decided to ship my camera to someone who wasn't me. In another state. Heck, it wasn't even a person, it was a camera store. This was revealed by the tracking information from UPS. So, back to the automated phone crap.

Now, when I call Sony, they think I am the camera store that they sent my camera to. I have to explain to each DOLT I speak to that I am NOT calling from a camera store in Colorado, that I am in fact just an individual consumer in San Diego. Once we get past that, they tell me it's going to be weeks before they can try to find out what happened to my camera (and the 512MB memory card inside it). They also inform me that IF they can't find it, they will gladly replace my camera with a new one... but that the process of getting it to me also takes several weeks.

Apparently those fine folks at Sony have never heard of Christmas. Or birthdays. Or the fact that I sent the damn camera to them in October and it now the middle of December. Should I have to wait another month for them to do some stupid internal paper-shuffle? I don't think so. Let's not overlook the fact that every time I speak to one of those clowns over there, they all promise me a call back that same day with definitive information on when I can get my camera... calls which of course were never returned.

This is an ongoing saga. I had a similar ride on the merry-go-round with these morons a couple years ago when my Sony DVD player decided to blow up and catch on fire. Please, good people, take my advice: DO NOT PURCHASE PRODUCTS FROM THIS OUT-OF-TOUCH COMPANY. Clearly, they do not stand behind the products they make and sell. All they want is your money. You'd think they would be aware of the fact that it's harder to get new customers than it is to keep the ones they have.

This one is gone for good.

     
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Posted by chipH on 2005-12-22:
...WAIT SOMEBODY WILL CALL YOU IN 24 TO 74 HOURS..... AND YOU WILL BE KEEP WAITING FOR YOUR LIFE TIME... SONY SERVICE SUCCCCCCCCCCCCCCCCCCKS.
THEY ARE BUNCH OF JOKERS AND LIERS TOO. I AM HOLDING 20 DAYS OLD SONY VAIO GARBAGE... NO HELP SO FAR.
Posted by melskiie on 2006-03-24:
I had no idea anyone could quite capture in words how terrible the Sony Repair center is to deal with. You did a wonderful job explaining it in detail. Bravo. I am sure your review will help many people.
Posted by Slick Will on 2014-02-08:
I am soooo discusted with sony right now. I dont even want to type this as it would be more that 10,000 words, so ill be brief and give you the main points.
I have a Sony laptop that cost me 1799.99.
I own a photography, video and audio studio.
I bought this to replace my main computer and without it I cannot continue my work.
I owned it for under a year so im still under warranty.
The four times I sent it to repair, they said its not under warranty and they lost my receipt(literally every time), even though I faxed them my receipt since the first repair and it should be on my profile, every single time they try to charge me.
After recieving it back from repair(for the fourth time this year) screws were missing from the bottom and my firewire port was going in and out which is what I have to use in my studio.
Naturally I sent it right back.
That was December 28, 2013.
The policy is for it to be repaired in 10 days.
It is now Feb. 8, 2014.(I still dont have it)
Ive lost business, many of my clients are extremely pissed and I've lost thier trust/business.
A technician called me on Jan 11, and said he was fixing it and sending the same day.
A week later I called and was told my laptop was waiting to be looked at by a tech.
I explained that one called me, they said its not in the records and no one even had my unit.
The order status on Their website changed every five days from "waiting for tech" to "part on back order" to "waiting for tech" to "part on back order" to "being evaluated" and back and fourth and shuffled around every five days for about a month and a half.
Finally the said it was repaired and sent on Jan 30.
I tracked through Fed Ex.
The package went from Laredo Tx, to San Antonio back to Laredo Tx and showed package on truck for delivery on Feb 3, in Laredo Tx.
Well guess what? Im in Pennsylvania!
I called Fed Ex, the said they dont know what happened and that it was sonys fault.
Status got changed from and estimated delivery date to unavailable, i know nothing about whats going on.
I called Fed Ex again yesterday and someone told me it was in Ft Washington, PA and on truck for delivery and I should get it by 4:30pm no later than 7:30.
I called again at 8:30, A rep told me that the package never left Texas and she doesn't know why the rep told me that is was in PA and was on truck for delivery.
Ive been told I would recieve a call back from Sony and Fed Ex about 20 times and never recieved one.

I still don't have my laptop and no one will give me any answers.
Also the reps have been getting sassy with me and hanging up when I asked for a manager at Sony.
I want their companies shut down and I want people fired.
I am thoroughly pissed off and am not going to give their companies another dime of my money and I will go on a life long campaign to make sure no one I know will buy anything from them ever.
I will use my celebrity status and every chance I get to make sure of this.
And all my friends spend alot of money on thier products/equipment, many movie producers, famous singers, actors, etc.

Sorry for the rant but this has been a nightmare.
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Don't send your Sony electronics to Laredo Texas!!!!!
Posted by Sknybnsjns on 05/04/2010
Broken glass on main unit
Broken glass on main unit
LAREDO, TEXAS -- DONT SEND YOUR SONY EQIPMENT TO THE SONY CUSTOMER SATISFACTION CENTER IN LAREDO TEXAS!
In January of 2010 I contacted Sony customer service in regards to my surround sound system. The system that I have is Model DAV-LF1 and we purchased this system on Aug 13, 2005 from The Good Guys for $1,599.99 along with a five year extended service warranty $188.99. My reason for contacting Sony was because the system had begun to malfunction in regards to volume control. When you would adjust the volume any higher than a faint whisper the system would shut its self off. I was instructed that I should take my system, all 100plus pounds of it, to one of their authorized repair center in Rancho Cucamonga, CA (25 miles from my home). I did as instructed and paid forty dollars, all to be told by the repair center that my system needed a new master board; However, Sony wouldn't provide them with this part. The repair center offered to dispose e of my system, but I refused and returned to collect my equipment.
I then did my own research and discovered that California law requires that parts for electronics be manufactured for at least seven years. I then contacted Sony Customer Service once again and requested that they fix my system (as they are required to do by law). After several arguments with several E. S.L. customer service professionals I was told that they would call me back. Well surprise surprise.... that didn't happen. After several more contact attempts and arguments I was told that I needed to send my entire system to Laredo, Texas, for repair. I requested that the part be sent to the repair center near my home so that it could be repaired locally, by technicians who were already familiar with my system, but my request was refused. I then requested that Sony at least pay for my systems shipping labels, once again arguments in sued. Finally, several days later, they agreed. I received the shipping labels via email the following day. However the label that I received was only for forty ponds, so Once again I called Sony customer service. All to be told that I should just send my main unit and not all of the speakers and amplifier. I thought that this sounded odd, but I did as I was told.
Two weeks later I was called by a technician from Laredo Texas and told that they needed the rest of my system to be sent to them, and once again I was forced to argue for more shipping labels. Finally they agreed but then they only sent one forty pound label and one twenty pound label. The amplifier alone is forty pounds and then I still had four large speakers and one center speaker. Again I contacted Sony and Complained about the hassles they were subjecting me too. I was then told to only send the wireless speakers and the amplifier and that any weight overage would be charged to them and not to me.
So in total I had sent my main unit, two large speakers, one center speaker and one amplifier to Texas. After that I didn't hear a word from Sony. The flat rate repair fee was deducted from my account for $132.00, without my approval, and then I got an email notification from UPS informing me that a package was being shipped from Laredo, Texas, to me.....expected delivery Friday April 23, 2010. The system arrived ahead of schedule on Thursday April 22, 2010 in a very large box that was in good condition; however not so much can be said for the condition of my sixteen hundred dollar surround sound system. The main unit (with a glass face) was broken and the display was dislodged, the two large speakers were scraped and banged up and I didn't even get back the center speaker (which produces most the sound). I immediately called Sony customer Service to complain all to be told that I have to talk to Texas. I called Texas, as directed, and was told to email pictures f the damage. I then sent an email with the pictures of my mangled system and expressed my dissatisfaction and requested that they replace my system with one of comparable value. Within hours I received an email back saying that they received my system in that condition and that my request would not be honored. I waited a week to calm down, completed a satisfaction survey that I received by email and then called Texas once again to at least try to get my center speaker back. I was told by a representative that she would find my speaker and call me back within the day. Now, days later, I am still waiting. So trust me, if you value your Sony electronics don’t send them to the Sony Customer Satisfaction Center in Laredo, Texas. I personally will never purchase another Sony product in my lifetime!
     
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Posted by Antonello on 2013-09-27:
price?
Posted by Bob on 2013-12-29:
This story has been shared by many people. I sent a $5,000.00 Sony SCD-1 SACD player for calibration to Sony, Laredo Texas. It came back to me with NO repairs done, deep dents in the top, scratches all over one side, where they packed it wrong, and a completely destroyed remote control. Their fix, let ME send them $900.00 and they would replace my player with another player. They take NO responsibility for damaging anything, NONE!
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Refusal to honor warranty
Posted by Former sony consumer on 02/18/2006
KENTUCKY -- In Feb. 2005 I purchased a P100 camera from my local Sears store. This was the third Sony camera I have had. I have had good luck with the camera in general, and meets my needs as a carpenter, using it to document my work, and for family photo's, etc. Around Thanksgiving, I noticed some of the screws were missing from the case. The camera continued to function normally, and I elected to continue to use the camera, thinking I would send it back for replacement of the screws under warranty after the holidays were over. By January, all but one of the screws were gone, and this allowed the metal case to come apart slightly. This apparently allowed dust, pocket lint, or some other foreign material to enter the camera. The camera began having problems with the zoom, and auto focus, and the lens would get stuck partly in or out, causing an error message that required the camera to be turned off, then back on. It was obvious to me that some debris had gotten inside the mechanism that moved the lens, and was causing the problems. Keep in mind, that the camera continued to take pictures, although the zoom function was useless, causing the camera to "lock up". The auto focus would usually function after a few tries. I went back to Sears, and they told me that the camera was still under the 1 year warranty, and they would have it fixed, no problem. I took the camera to the local Sears service center, and they in turn sent it to the Sony Repair Center in Texas. A few days later, I received a call from the repair center for an estimate for repair of the camera which was $181. The camera cost $329 new. I called the repair center, and spoke to several technicians. This is where it gets interesting. The first tech told me it was abuse and physical damage that caused the damage to the camera and that would not be covered under warranty. The camera did have significant wear, but this was only cosmetic, and absolutely did not impair the function of the camera. I told him it was my belief that the screws falling out of the camera body had caused the camera to literally fall apart, and that in my mind that was a manufacturing defect. After debating with several technicians, such factors as corrosion (none was present in my camera, and the tech later agreed to this), physical damage (only cosmetic, and I have photo's from the camera to support its functionality) abuse (suggesting the camera had been dropped and that caused the screws to fall out), I finally was connected with the customer service supervisor. She listened to my complaint, and told me she would go and examine camera herself, and get a second opinion from some other technicians. I explained that I was taking time off work to deal with this and would appreciate an expedient reply. She assured me that she would do this as quickly as possible and call me back immediately. I did not receive a call back or a message from her. I called her back the next morning, and she told me that the other tech's had agreed, the camera had physical damage, and that had caused the screws to come out. I pressed her for details on what kind of evidence the techs had found to support this contention. The best answer she could come up with was that the techs had examined the threaded holes in the camera body, and could determine that the screws had not come out on their own. I expressed that the camera had been in my possession from the time it was new, it had never been dropped or abused, and that to suggest that the screws had not fallen out on their own was tantamount to calling me a liar. I was also very curious how someone could look at a threaded plastic hole, and make a definitive determination on what forces caused the screw to come out. When I pressed this issue, it was suggested that the screw holes had split open. I asked specifically which holes had done that, since she had the camera in her hands at that moment, it seemed to me to be a straightforward question, easily answered by looking at the camera. All I got was more obfuscation, and excuses. I continued to press her and the tech department for some tangible facts, and got none. I suggested that it was a ridiculous notion to suggest that anyone could look at a screw hole and make a forensic determination as to how or why the screws came out. I recorded the 2 conversations with the Repair center, and told the customer service manager I intended for them to repair the camera under warranty, with no further delay, and if the problem was not resolved to my complete satisfaction, I would investigate alternative remedies, to include litigation, and posting my experience on camera enthusiast web sites, and consumer advocate web sites. I asked her if Sony had ever had any problems with loose screws in the past, and she replied that they had never seen the first loose screw, and furthermore, that it was impossible for the screws to come loose on their own, since the camera was assembled by robots. I offered that Sony keep my camera to use for R+D, and quality control purposes, and simply send me a new one. That did not seem like an option. After a few minutes of investigation on other digital camera web sites, it seems that Sony does in fact have a chronic problem with loose screws, even in the high end cameras costing $1000 or more. Also, there were a plethora of warranty performance issues, with similar complaints of Sony refusing to honor their warranty on any number of technicalities such as lack of sales receipt, lack of UPC code, lack of visible serial number on the product, etc. At some point in the conversation, the issue of the legibility of the serial number on my camera was suggested as a reason not to honor the warranty. The serial number is on a decal on the bottom of the camera. Fortunately, I wrote the serial number on the camera manual when it was new, so I was able to recite it back to her. In short, it seems that Sony is unwilling to honor the warranty on their products, oftentimes citing technicalities as reasons not to honor the warranty. In my case, they have offered several excuses why they won't honor the warranty on my camera. When pressed for FACTS, and specific examples of the "damage" they simply cannot offer satisfactory explanations. The suggestion that a tech can make a visual inspection of a screw hole and make a determination on how the fastener came out is totally ludicrous. I reiterated this to the customer service supervisor, and suggested that if this was their position, they may want to consider how plausible a judge, jury or mediator would find that notion. When I suggested seeking a legal remedy to my problem, I got a different tune, with the customer service rep saying something like, well since you have said that I am going to take this to another level. I am waiting to speak with them again on Monday to see what their remedy might be. In my mind all that needed to happen to fix my camera was to take it apart, and blow the debris out with some compressed air. Sony seems to think they should sell me a year old camera for $181, which I could probably find at a retailer like Sams club, or elsewhere even cheaper. Naturally, I am very disappointed with Sony especially in light of the other similar warranty performance issues. This seems to be a chronic problem not only with the camera's but PSP's, computers, Playstations, etc. It seems if you must have a Sony product, it is a wise investment to get some kind of extended warranty from a reputable retailer. Many internet retailers are not even recognized by Sony as authorized dealers, giving Sony an instant reason not to honor the warranty. I intend to pursue this until I am satisfied by Sony, and I can assure you that the administrative costs of this issue will cost Sony many times the $181 they want to fix my camera.
     
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Posted by heaven17 on 2006-02-18:
I have to side with Sony here, I'm afraid. I also have to question your continued use of the camera even when it was falling apart. If the screws were indeed popping out as you say, you should have immediately taken action instead of putting it off until it was more convenient. No doubt the missing screws were probably a factor in the camera malfunctions, but you were negligent in not attending to the issue before it worsened.
Posted by miketech on 2006-02-18:
I know I personally have had no luck with Sony products. I have pretty good luck with Konica/Minolta stuff and Canon.
Posted by Sparticus on 2006-02-18:
Sony seems to have the sleek, cutting edge appear, but not always the most reliable in my opinion.
Posted by tander on 2006-02-19:
I agree if you knew the the screws were falling out, why did you wait and continue to use the camera?
Posted by dsmith68 on 2006-02-21:
The Canon Powershot range of camera's rocks!
Posted by melskiie on 2006-03-24:
We have the exact same problem with Sony. I have never dealt with a more unethical company in my life. I would love to hear how you resolved the issue. Please post an update when you have a chance.
Posted by ElderDawg on 2008-07-17:
I'd think twice before jumping to buy a Canon Powershot. I own one and actually love it. I intended to get another one when I looked for owner complaints and found hundreds that have the same problem. "error18" lens not closing and customer service reps blaming the owners of misuse and not honoring the warrenty. What's with all these companies?
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Manufacturer's Defect - No Satisfaction
Posted by Fighting Back on 09/14/2007
PALM HARBOR, FLORIDA -- DON'T EVEN THINK ABOUT BUYING THIS PIECE OF JUNK -

You could VERY EASILY break the LCD screen if you ever have to reset the unit - SONY will not acknowledge this ENGINEERING DEFECT and actually tries to make money from it by charging YOU to replace the screen, AS IF IT WERE YOUR FAULT!!! If you do pay to replace it, it will probably break again the next time you have to reset it!

After talking to a customer service representative via telephone I was instructed to send my Sony PRS500 Reader to the repair facility in California. The unit is under warranty until October. Here is the issue: My Reader was working fine one afternoon and then it froze and I had to remove it from its case, reset it, and put it back into the case. When I tried to use the Reader after that all I got was white and black splotches on the screen.

At the time I did not know that the screen problem was caused simply by putting the unit back into its case …. I had no idea what happened but knew for sure I didn’t drop, bang or otherwise cause the problem…. but after reading on the internet about several people who had the same problem (and the same customer service result), I realized that simply by pushing the unit into the clips on the case which is located in the center of the LCD screen, the screen CAN and DOES break.

Removing the unit from it’s case and putting it back into its case should not be a hazardous undertaking. This is obviously an engineering defect and should be covered under the warranty.

Instead of the response I expected, I received an email including a $267.49 repair estimate. I sent an email back stating it should be a warranty repair and the next thing I knew I received an email that the unit was being sent back to me unrepaired. I called and was told that this was because the screen was broken and that it had already been shipped back to me. In reality, since this defect is still part of all Sony Readers, the identical thing could happen again at any time, and a refund, not a replacement should be in order for everyone who is unfortunate enough to own one -

BEWARE, WHEN THE UNIT FREEZES UP, WHICH IT EVENTUALLY WILL, YOU WILL HAVE TO REMOVE THE UNIT FROM IT'S CASE TO REACH THE RESET... DUE TO THE ENGINEERING, THE UNIT THEN HAS TO 'SNAP' BACK INTO THE CASE OR IT WILL FALL OUT. THE SLIGHTEST PRESSURE TO ACCOMPLISH THIS CAN AND DOES BREAK THE SCREEN FROM THE BACKSIDE.

This will be the LAST Sony product I will ever buy!

     
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Posted by DigitalCommando on 2007-09-15:
The quality of your reader, and it's design, are symbolic of sony's decline in the audio/video marketplace. Once a great manufacturer, especially with it's "trinitron" tv that WAS the worlds best tv, sony has now transitioned into a mediocre manufacturer who's focus is more about digital rights management, and installing hidden "rootkits" on our computers than with providing a quality product. (google "sony rootkit"). Your decision to "dump" sony is well founded and I have done the same after being a sony die-hard for most of my life.
Posted by phimerica on 2008-01-15:
I HAD THE SAME EXACT THING HAPPEN TO ME BY SONY. THEY SENT ME AN EMAIL ASKING FOR $267. I DID NOT DROP OR ABUSE THE READER
Posted by Anonymous on 2008-01-15:
DigitalCommando even though this is an older thread has the "Best Answer". He knows his stuff.
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Shame on you Sony
Posted by DH on 12/11/2005
SAN MATEO, CALIFORNIA -- I bought a Mini DV camcorder from Sony with 3 month full warranty and 1 year parts.

If I am thinking of a way to really piss someone off or make them feel stupid, I don't think I could have come up with a better trap.

If you need warranty service within the first three month period, your fully covered. But a minute after the three month period, watch out for the slap to your left cheek.

My camcorder head needed cleaning and I figure it is under warranty. I called sony and took almost 45 minutes to speak to someone. This should be a minor repair. So at worst, I expected minor shipping cost and tens of dollars to fix it.

Here is the slap in the face. Sony repair center said they will fully cover any parts required. But the to find the problem and labor is $280. Trying to justify their cost and lack of appreciation for loyal customer, they said the diagnostic is only $80 and they have a flat repaid cost of $200. By the way, the video camera is only worth $375.

You know I am spending my hard earned money. Not with Sony.

Shame on Sony for not disclosing this up front. To be fair, I would not be upset if Sony disclosed this up front.

Shame on any future consumer who have not read this to not first find out what the fine print is on warranty.

DH
     
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Posted by Sparticus on 2005-12-11:
Man, Sony sure is racking up points with consumers lately. Their quality is dropping... they apparently are spreading computer viruses through their music cds. What could be next?
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Sony MDRNC7: Laredo Repair
Posted by Krisrk on 12/08/2009
LAREDO, TEXAS -- I purchased a pair of noise cancellation headphones; model number MDRNC7 from Best Buy. The date of purchase was 08/29/2009

WIthin two months of having the product, the part/piece that holds the earbud had fallen off and was missing. The earbud no longer stays attached and the headphones are useless.

I contacted Sony, they gave me a work order number (WC1NS357) and told me to mail the product to the Laredo Repair Center. I provided my name, contact telephone number, home address, and a description of the problem. Additionally I made a copy of the original receipt. I then mailed the product, they received the unit and notified me via e-mail.

After 16 days I received the product back "un-repaired" because the estimate was refused due to their inability to contact me for approval to repair the product.

I called and e-mailed support. On the telephone they told me they tried reaching me, and I told them I never received anything other than the e-mail notifying me the product was received. I argued on the telephone that the product was under warranty, and the reason I sent the product for repair was because I approved of the repairs being done. Then the representative informed me that they didn't have the replacement part available, so I asked why didn't they just replace the product with a refurbished product or exact model of headphone. I was informed they had none of these in stock and would offer me a refund if I send the product back a second time.

Shipping the first time was 10 dollars, and a second time would mean another 10 dollars... costing me 20 dollars to get my money back on a 50 dollar set of headphones. I was frustrated and tried contacting the main number for Sony and after 30 minutes of sitting on hold I got transferred to the same number I called in the first place.

This is the worst customer service I have ever received. I will avoid at all cost any other Sony product just due to the level of customer service and rudeness of the representatives.
     
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Posted by hoferjo on 2011-08-03:
Sent in a Sony boom box for repair. Instead they said would sent replacement. I called 2 wks. ago & had been sent. Not recieved. Called today & said credt card did not go thru. Use that card 25 yrs. Got a call a few min. & said everything ok was sending replacement today. Quite a delay.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
PS Vita Buyers Beware - Or Sony in General
Posted by Gaymer on 06/08/2013
bad playstation
bad playstation
The PS Vita has been struggling for a while due to poor sales, poor developer support and ridiculously overpriced memory cards. That’s no news flash. What also is not helping is poor customer support.

I speak from experience.

I purchased a Vita and the accidental protection plan via the PlayStation Store within the required 30 day time period. The $70 was taken from my account. My purchase was complete…or so I thought

Today, I received an email that the protection plan had been cancelled with a number to call if there were any questions. I called to inquire why the protection plan had been cancelled. I was told it was cancelled due to the fact that I had not scanned and emailed them a copy of the purchase receipt. That was the first I heard about needing to scan and email proof of purchase.

I had never received the email asking for a copy of the sales receipt for which they said they sent. Not a problem, I have the receipt. I’ll just scan it and email it to you, I said.

Nope. Not an option, they said. Since the protection plan had been cancelled there was no way to reinstate. I tried to spin this in several different directions as I was not sure the person on the other end of the line at Sony was understanding that my purchase was recent, I do have the receipt and would gladly send that right over to them since I never received the email requesting proof of purchase.

Again, nope, not an option. Apparently this was not going to happen so I asked for a refund and here is the kicker - they refunded the money to my PlayStation Wallet and would not refund anything to my debit card, which is where the charge originated.

Not only would they not work with me on the protection plan, they refunded the money in such a way that forces me to spend it with Sony whether I like it or not.

When suggesting I’d take this up with my credit card company, I was told if that action were taken, my PlayStation account would be banned.

At the end of the day, my only choice was to bend over and take it from Sony with nary a kiss.

My suggestion to you would be to stay as far away from this company as possible. Clearly, Sony has it’s own interests at heart and cares nothing for its customers. You’d think with their failing system, they’d be a little more willing to keep customers happy. They’ve lost this customer and this customer has a very big mouth.
     
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Posted by Their spelling not mine! on 2013-06-08:
Here are the terms, I think I'd call and talk to someone else is I were you.

You may cancel Your Service Plan within the first thirty (30) days of purchase by calling the Service Plan Administrator. You will receive a credit refund in the form of Sony Entertainment Network account funds, a check, a debit card or credit card refund, at Our option, in the amount of one hundred percent (100%) of the Price, less the cost of any repairs made, except as otherwise required by law (applicable to the original purchaser of the Service Plan only). You may cancel Your Service Plan after thirty (30) days from the date of purchase by calling the Service Plan Administrator. You will receive a pro rata check, debit card, or Sony Entertainment Network account funds refund, at Our option, less the cost of claims paid (if any) and an administrative fee not to exceed ten percent (10%) of the Price of this Service Plan or twenty-five dollars ($25), whichever is less, except as otherwise required by law. The effective date of cancellation is the date We receive Your request for cancellation of Your Service Plan. We reserve the right to cancel this Service Plan at any time in the event of fraud or material misrepresentation by You. If We cancel this Service Plan, You will be provided with a written notice at least thirty (30) days prior to cancellation at Your last known address, with the effective date for the cancellation and the reason for cancellation. You will receive a check or debit card refund, at Our option, of the unearned pro rata Price less any claims paid, except as otherwise required by law.
.
http://us.playstation.com/support/protection-plan/terms-and-conditions/index.htm
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Repair it or Replace it.
Posted by GoodBoy on 07/04/2011
550 MADISON AVENUE -- This is to answer Sony Corporation of America response: I do NOT agree with their response.
Early May 2011, I was able to contact Mike and a 2nd representative at Customer Relations to inform that the laptop in reference started to have software and hardware problems while the 5-year extended warranty was active. I also explained to them that the AON Insurance 5-year extended warranty that SonyStyle at Menlo Park, Edison, NJ had sold to me had expired in March 2011. Mike and the 2nd Sony Customer Relations representative promised that Sony and AON will honor the repair of the laptop or change it if they are not able to repair it even thought the the 5-year extended warranty had expired in March 2011 as the laptop started to show software and hardware problems while the the 5-year extended warranty was active. Then a couple of days later Sony changed its position and they refused to transfer several calls I made to contact Mike.
Now, Sony is saying that the issue is between me and AON Insurance. It is important to indicate that I bought this laptop at the SonyStyle store located in Menlo Park, Edison, NJ 08837. It was SonyStyle that sold me the AON 5-year extended warranty agreement. An AON Insurance representative indicated that they will not repair the laptop unless Sony ask them to repair it. Sony can not say now that they are not responsible as they were the ones that sold me the 5-year extended warranty. Sony and AON are showing lack of ethics in conducting business by not following the agreement.
My Spouse listened all conversations I had with Sony and AON Insurance representatives and she certifies with her signature below that Sony first agreed to repair the laptop or change it in the event it could not be repaired, under the 5-year extended warranty, as the laptop started to show technical and hardware problems while the 5-year extended warranty was active.

     
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Posted by trmn8r on 2011-07-04:
Was the laptop examined by a qualified technician prior to the expiration of the extended warranty to verify a problem existed? If not, regardless of Mike told you, I don't believe you will prevail. Good luck.
Posted by bcd on 2011-07-04:
What problems are you experiencing with the computer?
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Sorriest racing game I've ever played
Posted by Augustus2099 on 02/11/2011
I waited for this game for four years since it was announced and finally was able to buy it but once I played it I was in for a rude awakening. The game was terrible it looked like it was thrown together at the last second. I have played Gran turismo since the second one came out and can compare this atrocity to Barney the Dinosaur. Sony get it together make better games not crap like this one.
     
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Posted by ChuhBaca on 2011-02-11:
Thanks for the heads up! I love driving games and I have recently been enjoying Need for Speed: Undercover.
Posted by clutzycook on 2011-02-11:
My husband hated the game too. Wish he had figured it out before dropping $60 on it.
Posted by Whiteduck on 2011-02-11:
Thanks! I play a lot of racing games as well (about all the Need for Speed ones) so this is good info.

I'm surprised though, as the last GT I had was pretty good even if it didn't have a lot of bells and whistles.
Posted by Augustus2099 on 2011-02-12:
Thanks for the messages we need to send a direct message to Sony to stop making sorry games that noone can't figure out how to play.
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Sony Consumer Electronics has the WORST customer service
Posted by MollyMalone77 on 01/05/2011
LAREDO, TEXAS -- I am compelled to express how highly disappointed and frustrated I am with Sony and their nonexistent support. Sony is supposedly a world-class company, but one would never know that given the hassle I am enduring in trying to obtain a simple refund from its Laredo, Texas "Customer Satisfaction" center, a misnomer if ever there were one!

The case was simple. My ereader unit did not function when I attempted to use. I contacted Sony and they offered to send a refurbished model. (I'm not happy that they didn't send a new model, but that's a different complaint). When the refurbished model arrived I discovered that it too wouldn't function properly. In both cases, the units failed to charge properly, even though the USB port to my computer is in good working order as is the electrical outlet in my home.

I contacted Sony's customer service and explained that I had little faith in the product since two units were malfunctioning and that I wanted to receive reimbursement on the refurbished model and the original model. I was told that a representative would return my call within one business day. The call did not come, so I contacted the department again several days later. The representative I spoke with that day said she would send me a label to return the units and that I would receive my refund.

More than two weeks elapsed and I still hadn't received the label, so I called again and got the proverbial runaround from two different representatives in Laredo. In exasperation I asked to speak to manager. I was told the manager would return my call within an hour but, not surprisingly, that call was not forthcoming.

I called Sony corporate headquarters in New Jersey and got bounced around until I was put in touch with a representative located in Central America!!!!!!! Thank goodness for the first time I was lucky to speak to a Sony representative who seemed truly interested in helping me resolve the matter.

So to sum it up, I had to make three phone calls, all of which lasted between 30 and 45 minutes each, and nothing came of it. I also had to speak to about five different reps. Sony supposedly had all the required information that I provided on each occasion, such as my case number (E48446565), serial numbers and such, and yet each representative treated me as if I were calling for the first time since each one was largely oblivious to the facts of the matter.

I'm still waiting to have this resolved, but in any case I must warn you that sony's customer service is a downright mickey mouse operation. I will not purchase a Sony product in the future.


     
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