I purchased a Sony home theater system a month ago brand new in the box from an electronics store. Upon getting it home I realized that it was missing a wireless speaker card. Called Sony the next day (not a 1-800 #) told them of my problem and was told they would ship me the part in 7-10 business days. Two weeks and no part later I contacted Sony again & was told that the order was messed up & I would get the part in 7-10 business days. A week later Sony calls me & tells me that they need a receipt for my purchase or they cannot ship me the part.
Upon faxing the receipt to them I asked if they could speed up the shipping since the customer service so far was terrible. I was told they couldn't because they had to order the part. Since my 30 days is up I cannot take this home theater system back to the store. I have many Sony made electronics in my house ranging from home theater systems (2) to the PS3 & PS2 & the PSP. After dealing with Sony this time I will move on to another electronics maker. Sony will never get another dollar from me again.
I want to bring to your notice the horrible customer service provided by your company. I sent a Sony Receiver for repairs on October 6, 2010. It has been almost a month but nobody is able to tell me that when I will get it back. The customer service wait time is more than an hour sometimes and the number they have provided for the Laredo customer service center is (956-725-4877) does not even exist. The toll free number has a wait for more than an hour.
How will you feel when you are made to wait for an hour on the phone? I am not even worried about the cost of the receiver. I am going to buy a new one any way but the whole incident has brought the real face of Sony in the open. I am not asking you to replace the receiver or expedite the repair. I just want to bring it to your notice the mismanagement in your organization. It is a pity that I cannot even get the postal address of Sony customer service at any website of Sony. I asked several of the customer service agents but they do not have the postal address.
If you are in the market for a new DVD player, avoid the frustration and do not buy a Sony. Our DVD player was purchased in 2007 and has been lightly used by adults only. Recently, it stopped playing discs altogether with "unable to play this disc" appearing on screen. Contacted Sony customer service which had me try the few things I had already attempted to do to fix it. Overall, they were unhelpful and seemingly unsympathetic to my plight, stating, "your player is in need of repair", knowing full well that it costs more to repair it than to just replace it.
Upon further online research, I found that I am not alone!! Many Sony DVD models have had the exact problem as ours so apparently, Sony is not doing anything to alleviate these issues, but rather continuing to sell defective merchandise. Maybe they consider it planned obsolescence... I consider it dishonest!
LAREDA, TEXAS -- I sent two cameras for repair in one box. I had a work order for the newer, more expensive camera, a hand written note on the original work order for the lesser one. Guess which one came back? The cheap one ($91 to repair). The new one, the one on the original work order? Sony Laredo, Tx says they never received it. Really? How did you know to connect the lesser camera with me? There was no work order. I have spent HOURS with customer service and with Laredo, TX and even sent a letter to their CEO and VP or Services. Guess what? Not squat. They are a horrible, horrible company to do business with. Never again, Sony. Never again.
We have a Sony LCD 52-inch TV cost new from Best Buy $4,600.00. That is just over 2 years old. It just started having double lines, double picture, and dark section on the left side. Had a professional TV repair guy come out, (recommended by Sony) to check the problem. Looks at screen and said, “You need a new LCD panel.” Cost Labor shipping and installation $2,800.00 and of course it's out of Sony's so called Warranty, which was extended for 18 months.
According to the complaint dept. So they know about the problem, never did a recall, let alone dare say anything to the public about this problem. So I'm stuck with a Lemon of a TV. All they said they can do for me is forward my complaint... Right, In the Round File. I used to be a loyal Sony Product buyer. Not anymore.
After procrastinating for several months I finally got around to sending my Reader for the free system upgrade Sony was offering me. Several days after I shipped it out I realized that I had not included the signed repair agreement with the Reader as required. I call customer support and spoke with a very helpful gentleman that was able to track down my Reader, ascertain that it was already upgraded and ready to ship out.They already had my information based on the serial number. I was told not to worry about the repair agreement.
I was very pleased with how it was handled. The only hard part was understanding the representative as he spoke heavily accented English, almost sounded like the Swedish Chef on the Muppet's Show.
Sony offered a replacement TV to my Dad because his Wega TV had an optical blocker go out ($500 replacement part). They told him they would send him a coupon for Sony Style to help with a replacement. They never sent the coupon. When he asked about his coupon -- "OH! Your coupon is not valid anymore. However, we can upsell if you have some more money on these TVs," they said. The replacement offer was because he was a "valued customer." However, no one at Sony ever instructed him to keep the small sticker on the TV that has some stupid number, so his offer that stood, fell.
He spoke to everyone in Sony Management that was willing to speak and continually was told that because he didn't keep the sticker, there was nothing that could be done. NO ONE SAID KEEP A STICKER!! This is a Sony scam. They tell you that you are a great customer, tell you they have a great deal, and then tell you they actually don't value you because you didn't assume to keep a sticker when they said they could replace it for some great offer. Some great customer. Stickers... stick it where the sun isn't Sony.
All bullcrap from Sony below: Don't waste your time reading.
Thank you for contacting the Sony Exchange Dept., as discussed, we provided you an offer to replace your television KDL46EX700 $400.00 + local sales tax. If you decide to accept the offer, please contact Sony at 888-993-7669 within 1 week upon your acceptance of the offer, you will need to confirm your ship to address by phone and provide a credit card number. Please review your address as this will be the delivery location.
My kdl52XBR9 Serial No. ** has been plugged in at my home since 05 Feb 2010, on 04 March 2010 the TV developed vertical lines of Green, Blue and Red covering the right Half of the screen. Sony gave me a contact number for a local TV repair, however the repair service stated a new LCD screen is the only fix, NO screens are available so my screen can't be fixed until a new screen can be delivered.
This is supposed to be a "NEW" TV a failure of the LCD screen after 30 days use is a poor reflection Quality Control within SONY products. I hope someone there in SONY is able to read and understand that I am without the Quality and not receiving the service I have come to expect from the Brand Name SONY.
12 March 2010 UPDATE. SONY has agreed to an in Home replacement of my TV with a New TV of the same MODEL. Thanks SONY now I have to wait 2 weeks and then the timer starts again, How long will this one last??? I will update in 2 weeks after receipt of the new one. Again 30 days after that and finally if I reach 365 days and no problems I will call this complaint resolved.
FORT MYERS, FLORIDA -- My husband and I purchased this FD Trinitron Vega Model# KD-30XS955 in June of 2006. We contacted Sony via E-Mail and also via telephone. The representatives we spoke to told us there wasn't anything they could do since the warranty is up. We asked if there was any way we could be accommodated and all they did was repeat themselves and apologize. We asked them if they could at least send us a gift card to accommodate us to purchase another Sony TV. Mind you we only asked for a minimum amount and for it to state it would only be used towards another Sony TV.
Again, the representative apologized. We have already sent at least four e-mails and spoke to several representatives. What did we get? You got an apology stating this was all they could do. Sony Policy. VERY DISSATISFIED WITH THE SONY CORPORATION, A BILLION DOLLAR COMPANY AND THEY REFUSED TO MAKE GOOD FOR THEIR LEMON TRINITRON VEGA!!!
HOU -- Weak battery backup of MP4 player (NWZ-E436F/BME). I would like to bring to your kind notice that:
I am Sanjay Kumar, S/O Shri Devdutt Sharma, had purchased a Sony MP4 player (NWZ-E436F/BME) from Unique Enterprises, Malviya Nagar on 23/08/09. Finding some Battery Backup problem, I have given the set to the Sony service Centre located at K-15, Lajpat Nagar – II New Delhi – 110024. The problem has been explained to the concerned person over there several times and have visited the same place a couple of times, despite my utmost hectic schedule. It is a matter of severe regret that the people at Sony India Pvt. Ltd., K-15, Lajpat Nagar – II New Delhi – 110024 are procrastinating the issue and are not helping me by stating that my gadget is absolutely alright.
Kindly look into the matter and take proactive steps. Hoping for an affirmative response.