Sony
Reviews and Complaints

My Sony Vaio started to show signs of excessive ware on the palm rest within 3 months. It is now 9 months old and it looks very dirty and grimy and can not be cleaned. Sony will replace the part for $169.00 plus labor! Buyer beware!

Good morning!

I am very sorry to read about all of the problems that you have had with your laptop. We would like to try and help you out. Please email us at Sonylistens@am.sony.com so we can provide assistance to you. In your email please include the model and serial number of your laptop, a brief description of the issues you are having, and your contact information.

Thank you,

Kevin Krause
Sony Support USA

For helpful videos that will help answer some questions you may have about your Sony products please visit the Sony Support USA YouTube page at http://www.youtube.com/sonylistens.

Hello dk1982, I apologize for your experience. That is definitely not a pleasant one. Unfortunately liquid damage is not covered by the manufacturers limited warranty. This is because it is not considered a defect in workmanship. If you would like to discuss this further, you can call [protected]. With Regards, Scott Fuentes

Good morning!

This is Kevin Krause with the Sonylistens team. I am very sorry to hear about all the problems that you have had trying order a motherboard for your laptop. If you email us at Sonylistens@am.sony.com we will be more than happy to try and help you out. In your email please include any event ID numbers you may have as well as your contact information.

Thank you,

Kevin Krause
Sonylistens Team

For helpful videos that will help answer some questions you may have about your Sony products please visit the Sonylistens YouTube page at http://www.youtube.com/sonylistens.

Sony continues to spiral downhill in both quality and service, all the while wanting only money for a brand that can no longer keep pace with its attitude.

I bought Sony Camera from Thailend How can I regestation Online?

Hi Triava, This is Pat Kennedy with the Sonylistens Team...Thank you for your comment and please accept my apologies for the problems encountered with your camera. Some helpful information including troubleshooting tips, bulletins, even repair setup if needed for your model may be found at http://esupport.sony.com/ . If this information is not useful or you need further assistance, please contact Sony’s customer support @ Priority Service: [protected] Hours:

■Mon-Fri 8:00am-12:00am (Midnight) ET
■Sat-Sun 9:00am-8:00pm ET

Please feel free to contact Sony at your convenience. Thank you !

Maybe your daughter can help you since she already has dealt with the problem.

I paid for Norton laptop protection service, yet Norton still continues to ask me to upgrade. There is no option to input my product key and serial number to activate the protection. Whereas your company has collected $39 from my master card account in October, 2009. You leave no telephone number to contact you. That makes communication with your company very difficult. Please contact me via my email address: richsule@yahoo.com or JJjustcome@yahoo.com. Thanks.

my computer popped up by checking for viruses and than says that I needed to update my anti-virus. With fear because my girl-friends computer crashed because of not having an anti-virus. I purchased it and I've been having the same issues. So I took it to the sony company and they told me about how the program one-care was no longer obsalete so I wanted my refund or another anti-virus to install but they told me that I would need to contact microsoft. which I did and come to find out from microsoft after the run around that it's not them. It was a fraud, and I was directed to google the names of the company and sure enough a lot of catagories popped up saying about the scam.

Dear Sir,

We purchased Sony Laptop Model VGN-Z58GG about 6 months back ...from the day one lots of problem ..we send to service center 4 - 5 times there are not able to rectify the problem and they are not capable for proper digonise they are not fit for laptops ...we informed Manager no action taken still we are facing lot of problem and now they are telling this model is out dated go for new model with Extra cost ...this is the way of doing the business or support from
Number 1 Brand ? SONY

Regards

MIPS Information technology Ltd.,
Bangalore
[protected]/1808

I purchased Sony Vaio CR220E for personal use from the US. Recently it started giving a BLUE DUM PHYSICAL MEMORY LOSS error. As I am right now in Bangalore, India I went to the Indiranagar authorized Sony center to help me resolve the problem of my laptop. They promised me to deliver me my Laptop within 3 working days, which obviously was not going to happen and as expected it didn’t happen. They didn’t deliver me on time. Then I made regular calls about 7-8 times everyday for 4 consecutive days. Moreover, SONY service center guys rarely pick up the phone. Then, one day they told me that the HDD (200GB) has been crashed and that I need to replace it by paying 15k. The thing which surprised me the most was just a day before they told me that the problem has been resolved and it’s under observation, which meant that the problem was been created by them and that the problem which was existing was been resolved. The sad part is the extravagant charge for a HDD. Any other HDD comes within 5-6k maximum (same capacity). Now, the most dramatic part is yet to happen. When I went to get my laptop, that they were planning to finally return it to me after a lot of pleading as well as screaming, the guy in the service center instead of telling me the problem and solution properly, he was shouting and yelling at me on the top of his voice. I have seriously developed a bad taste for SONY, after having an encounter with such ill mannered and rude people. In my opinion, the service center guy seeing a lady alone had an impression that being a girl I won’t and infact can’t shout at him and that he can say anything he wants. He was having a problem even, with me asking him the problem my laptop has. I am really disheartened by the class of service SONY provided inspite of charging extravagantly high for their products with respect to other companies. The quality of the products is also poor. And above all the most disappointing thing is the behavior of SONY people at its customer CARE center. (I strongly believe that CARE word should be removed from SONY’s CUSTOMER CARE.) I regret being a SONY customer.

i bought a sony laptop from chandigarh.and few days before i servicing my lappi.i told in service center that my seaker and windows are defaulter so change but he set bad speaker in my laptop and windows is again hanged

my laptop speed and volume not clear. so solved it very carefully

i agreed bad service by sony i am victum of same i purchesed sony laptop it starts hung problem due to my bad luck i droped it in there service centre hubsun service centre at srinager vide recipt no 2888 but after 2months they told me set is ok but we have no softwere after 6 days i recived softwere but the set shows same problem the sony service head told me drop it back to service centre but again after spending 3months the set was returned having same problem i contacted many of there represantives but the did not dere to pick my phone.

I recently had to upgrade my dying lap top, and mistakenly bought a Sony Vaio, I had been told if I purchased before the end of Sept. I would receive a free Sony Play station worth $400 - I made the purchase, and have spent from then until now trying to redeem the offer. For some bizarre reason Sony has a policy of taking 5 days to answer questions (so I have been giving them the benefit of the doubt and waiting for there response, and if it does come with in two or three weeks trying again.) But my patients has not paid off - They have taken until now to tell me that, because they don't have a record of me registering for this, I have lost out, even though I have contacted them on numerous occasions to ask for assistance with this. It really is unacceptable.

Now if you ask me about the product, well that's when I get really upset. The software support, is again based on a 5 day turn around - imagine trying to get your IT system up and running, and not getting any help for 5 days (or in my case longer). After 4 failed attempts to get the correct level of support, I reinstalled all the original software, and started from scratch - there "easy upgrade software" is to die for, well to put it another way - someone needs to be shot... And as for customer support. Well during this process I had another small problem with my Dell, and they were at my house fixing it the next day. Now that's what I call good support - not wait until next week before trying to call us again about the same problem, because we can't be bothered to fix it, even thought we know it's a generic bug with our software that we supply...

Never again - In the past 10 years I've bought about 40 or so Dell's, why oh why did I think Sony were any good. Oh yes a promotion that I thought would get me something for nothing - What a dumb *** I was...

DO NOT BUY SONY LAPTOPS and expect them to work or give you support, and certainly don't believe there sales promotions.

I purchased Model PEGN610C Serial # 3117167 PDA for $399.99 in October 2004. In December 2004 the LCD on the unit cracked and made the unit in operable. I called for warranty service and was told I would not be eligible for warranty because I reside in Puerto Rico.I had to pay shipping fees to send the unit to a colleague in the continental USA. I had to pay $159.00 for repair cost. It took approx 1 month to have an EMPTY box shipped to continental US location. I then had to pay shipping back to Puerto Rico. I received the PDA with the screen replaced but the unit does not work at all. In addition to the unit being un- usable the Stylus holder is now damaged and the stylus falls out. I have separate stylus and did not remove the stylus form the case in the 1 1/2 months this product was in use. With initial purchase, shipping and, repair cost I now have a $600.00 PDA that does not function. This is a expensive paperweight. I find the fact that warranty service will not ship to Puerto Rico is discriminating in nature. Sony has SONY only Store in Puerto Rico, which goes to prove they are eager to take consumers funds however; repair service is something they are happy to skimp on. SONY service told me to repeat the process. They want me to send this unit back to my colleague in the continental US and be without the unit for another month with no guarantee that upon return the unit will be repaired. I find this unacceptable. My overall experiences with this company have left me extremely unhappy. I probably will no longer be a customer of this company. Also, I probably won't recommend you to others.

In December 2010 I bought a Sony Walkman MP3 player from Walmart. This was a Christmas present for my wife. On Christmas day my wife gave me an IPod Nano.

We decided that we would share the Nano and return the Walkman which was in the original package unopened. In early Jan I returned the item and Walmart said the deadline for electronic returns and I would have to rtn the MP3 to Sony.

I contacted Sony online and was told that I couldn't return an item for a refund and that they would only accept damaged or unworkable item, and only send a replacement; no refund. I was angry and shocked and couldn't believe such a ridiculous policy.

Later I called Sony customer non-service and after being transferred to several different people was finally told that Sony had a no refund policy. AMAZING!

Sony is willing to place an item for sale in a retail store and Walmart was happy to sell it, but neither would take the responsibility for maintaining good customer relations. I have always been impressed with Home Depot, Lowes and Costco for accepting returned items for refunds; no questions asked.

Ironically, my wife and I have been researching 46 inch TVs and had narrowed our choices to an LG or a Sony because of the price and quality. You can probably guess which one I will buy.

I will never buy another Sony product!

I received a Sony DCR-DVD403 Camcorder as a gift on January 24, 2008. The camera with options cost over $1000.00. On May 24, 2008 the camera stopped working. The lens will not open. I called Sony and they told me that the labor warranty only last for 3 months and it would cost me $161.30 for them JUST TO LOOK AT IT...after looking at it, they would then tell me how much more I would have to spend to get the camera working again. Mind you there would also be freight to and from the factory on top of the fee requested. I live on a fixed income (SSI) and cannot afford the fees to have the camera fixed. After telling Sony of my plight they said; 'That's your problem'. I would highly recommend that NO ONE purchase anything from Sony. They don't stand behind their products and they don't care.

I recently ordered a replacement remote control for a Sony Home Theater system. It lasted a few months past warranty, but sometimes things happen. Fortunately my credit card doubles my warranty, so I could replace the remote and they would reimburse. All I needed was a copy of the replacement's invoice.

The Sony Accessories website kept rejecting my credit card, so I called the order in on Oct 20th. After 20 minutes on hold, I placed the order with no trouble, was told I would have the product in 5-7 days, and the invoice would definitely be in the package.

7-days later, the website still was not showing my order, so I called again, was told that their warehouse was upgrading software and was running behind, but it would "definitely" be shipped the next-day.

Another 7-days later, website still didn't show an order so I called again. Apologies but still hasn't shipped, would ship "very soon"

I received the remote 21-days after the order, and there was no invoice in the box, only a packing slip. Called Sony again (15 minutes on hold) to request an invoice. They promised to request one be emailed to me, and I would receive it in 2-3 days.

After 4-days, I called again to inquire, was again told that the warehouse was having software difficulties and the invoice would be sent as soon as possible (no-idea when). I requested a supervisor and they disconnected my call. By then I was really steamed, so I called back, waited through 25 minutes on hold and was lucky enough to get the same person "Pat". This time, instead of getting me a supervisor, she gave me the "your voice is breaking up, I can't hear you" even though I could hear her fine. She finally hung up on me, even though I kept asking for a supervisor. I called back AGAIN, got a person named "Neil" who was nice enough to explain to me that the warehouse was unable to send emails due to the system problems, but he offered to escalate the call to next level of support and stay on the phone to be sure I wasn't disconnected (finally someone who provided "customer service". The person who I talked to promised to call me back tomorrow to let me know what they can do.

This has been the absolutely worst experience I've ever had ordering something from any company via phone/email/mail. The delay in shipment, telephone hold times, unhelpful/misinformed staff, and inability to provide a basic document of commerce (an invoice)are incomprehensible in a company of the size and reputation of Sony Electronics.

I will be VERY reluctant to purchase another Sony product and will very vocally warn off anyone considering such a purchase.

A request was made of Sony Electronics to provide warranty service or to replace a defective brand new part on an electronic item which was purchased recently. The customer relations team for Sony responded by saying they would take care of the matter, however, they have done nothing, provided no shipping label as promised, provided very poor and discourteous customer service, contradicted what they said with what they did, and produced at least five occasions of contradictory statements, and lastly, even tried to accuse the customer of lying, although the customer received neither services, nor replacement parts, or for that matter, anything from Sony, other than poor, subjective, unknowledgeable and incompetent customer service and treatment. Coincidental to this, a letter was written to Sony, wherein they responded permitting the same inappropriate customer service team to make contact with the customer, thereby solving nothing, doing nothing, and basically letting the matter conveniently die without resolution. When a last attempt was made by the customer to call Sony and request a mitigated solution, such as simply sending the inexpensive replacement part, Sony responded with more rude behavior and explicitly stated that they would not do that and that they have done everything required, and even attempted to blame UPS and the customer for the lack of resolution.

We bought a Sony DCR-TRV19 camcorder for $450.00 from Best Buy in December. Although it is out of warranty which was only for 90 days we've only used it two times for only a total of 8 hours. The Video unit has gone dead. Initially Sony wanted $346 to repair it. But after several conversations and chats with customer service representatives, they offered to repair it for labor only of $233. A search on google for "trv19 blank screen" reveals several other consumers with a similar experience to mine. I believe they have a defect in the manufacture of these and similar handy cam models. I feel cheated as if Sony has stolen our money. I am disappointed with their product report and had naively expected that they would repair it for free, or replace the unit. This did not happen. My only recourse is to refuse to buy Sony Products and to post this complaint here and at other internet electronic review websites.

I am another victim of the now-infamous Sony Grand Wega televisions manufactured in 2004 and 2005 that basically fail after about 4 years due to a defective optical block; a $1, 000 - $1, 500 repair. These televisions are developing a long history of failures and proven latent defects. They have been the focus of numerous complaints and both civil and small claims lawsuits. Sony has offer no solution to this problem, and their only attempt at compensation is to try to sell its customers another TV. Their customer service on this matter has been a joke. Stay away from Sony products!

Bought this tv at Costco in Feb 2010 and had it repaired two times in May and August for the same thing D1N/D2N board. I called Sony and argued that it's a defective part and want the tv replaced. No success. Sony's solution was to give me a phone number to call if I have any more problems. Big deal.

Hello Amanada4322,

This is Kevin Krause with the Sonylistens team. I am sorry to read about all of the problems that you are having with your VAIO. If you email us at Sonylistens@am.sony.com we will be more than happy to try and help you out. In your email be sure to include a brief description of the issues you are having, any event ID numbers you may have, and your contact information.

Thank you,

Kevin Krause

Sonylistens Team

a scam

I am equally disappointed and feel let down to have bought Sony Bravia LED KDL-32EX520 just one year back. Surprisingly, as soon as the warranty period was yet to be over in a month's time i.e. September, 2012, it developed display problem. Initially the set will get on but would not display anything. Complaint was lodged it was attended by Sony Executive who did nothing but reset the power of the set after opening it from the rare completely. He assured it will work fine then onwards.

In December, 2012, all the HDMI Ports stopped working and the set was connected through Audio/Video Cable and worked for two to three days and it also gave off and the image display was patchy. Complaint was again lodged with the Sony India and the Executive who visited and examined it on the basis of the errors reported, did not even open it or attempt to ascertain the cause, said it needs replacement of B-Board ( Mother Board ) at a cost of approximately Rs.9000/-. The engineer who visited me was from the Authorised Service Centre of Sony namely M/S Jaypee Electronics, Sector-2, Noida ( Uttar Pradesh ). Not only this, to have the B-Board replaced, he asked Rs.3000/- cash in advance to place the order for the component. I had no option but to pay the person in cash vide Receipt No.3573 dated 23.12.2012. I may not call him an Engineer but just a Technician namely Mr. Naeem Khan ( Mobile No. [protected] ).

What has surprised me is the cost of the component and its durability. How can Sony make tall claims about its products that are not durable anymore ? How can it think that the consumer, who has to shell out almost one third of the cost of the product for just one component within an year, will continue to buy its range of products ? I have lost faith in Sony products completely after experiencing this incident and feel let down in my family too. Surely, I will prefer to buy a cheaper brand and wont mind spending on repairs if at all needed as has been the view of my family members that time.

I am contemplating to put the entire espisode of such customers ( with their interviews and their experience with Sony Customer Care / After Sales Service ) on the YouTube / Facebook / Twitter soon so that other probable consumers of such non-durable products of Sony are not lured by the myth of Brand SONY.

I am leaving my contact numbers below and should any of you guys at Sony feel being sensitive to customer retention and the consequences of "word of mouth", it would be in its own interest to do a bit of damage control before it goes out of hands and I shall not be held responsible.

Those who have or are facing similar issues with Sony Products may get in touch with me as I am preparing a video for YouTube with interviews of such customers, for awareness of the existing as well as potential buyers of Sony products. Do call me or email me at rkkhushu@gmail.com.

RK Khushu
New Delhi 27.12.2012
+91 [protected]
+91 [protected]

Dear Sir,

Regret the inconvenience caused. Our service team is already in touch with you for this issue, they have already shared the best possible solution with you.
For future communication on this concern, please call us at our official toll-free helpline at [protected] or write to us at sonyindia.care@ap.sony.com for assistance on your concerns. This is a third-party forum and will not help you in any way.

Regards,
Sony India Team

Good morning Jgemm,

This is Kevin Krause with the Sonylistens team. I am very sorry to hear about the problems you are having with your TV's and Sony's offers to you. If you email us at Sonylistens@am.sony.com we will be more than happy to try and help you out. In your email be sure to include a brief description of the issues you are having, and event ID numbers you may have, and your contact information.

Thank you,

Kevin Krause

Sonylistens Team

Hello Raikade,

This is Kevin Krause with the Sonylistens team. I am very sorry to read about the problems you are having with Sony's customer service. If you email us at Sonylistens@am.sony.com we will be more than happy to try and help you out. In your email be sure to include a brief description of the issues that you are having, any event ID numbers you may have, and your contact information.

Thank you,

Kevin Krause

Sonylistens Team