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Sony Complaints 533

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11:39 pm EDT
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Sony unfair practices by sony pencoed service centre and by sony cairo info

Dear reader,

as a result of my experiences with Sony in the United Kingdom - including Cairo Info Centre, Pencoed Services in Wales and Sony customer relation head office located in Scotland, I have decided to gradually sell gradually all my Sony photography equipment worth of 25.000 GBP.

I became convinced that companies who care for their customer will earn success in the coming years. Sony is unable to deliver nothing else but gear and unpleasant entanglements. Happy leaving my dear Sony representatives...

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11:29 pm EDT
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Sony sony playstation 4 defective - error ce-34878-0

At June 11 2014, I try to contact Sony's Support about my PS4 System, which is giving a error code (CE-34878-0) SINCE the first time I opened and plugged in (DAY ONE).

I have four games COD Ghosts, Fifa, Killzone and Battlefield 4. NONE of these games have been played from anyone here at home.

I bought it for my son as a Christmas gift(and of course for me) and we tried and tried and tried and nothing. We start the game and as soon we start enjoying the new platform, it crashes.

After contacting Sony's representatives, they walk through me to see if we could get rid of this annoying error code. No success.

They've said that they would send a box to my brother's home to get it fixed or replaced.

Let me explain: I live in Brazil. My brother in New Jersey. I asked him to buy it for us at day one, and since we had to wait for his visit to get the console back to US, I was instructed by SONY's people to wait for his back and then they would send the box for the service.

TODAY, Sony's guy named "Henry C" was VERY rude, only answering what was good for Sony and not for me. He doubted that my console was broken and asked me questions about what others representatives did tell me to fix the console (like restarting to the factory default, and such...) and many more questions trying to make sure I was telling the truth. It was very embarrassing for me.

When he told me that it would not be possible to send a box to my brother's home, I simply asked him why? and he disconnect the Chat.

VERY RUDE Mr Henry C.

VERY RUDE Sony for doubting about the error in my broken console which we never played until now!

I only want SONY to send the box to my brother's home and NOT fix the console I bought, but EXCHANGE for a brand new one.

I DON'T WANT A FIXED console. I bought it new, and I want a NEW ONE.

Like I said, I bought the console for my son as a Christmas present (Of course I like to play as well) but this is HIS console. Now, we NEVER Played ANY game for more than 5 minutes.

One more time, I DID everything according to manual - Open the box -

turn the console on - UPDATED the console for an hour and half - DID

all the actualizations - DOWNLOADED the games - WAITED for EACH game

to install and so on.

Right after the error became an constant... I contacted SONY and they

walk me through some "INSTRUCTIONS" that could solve the problem:

- Initialize the system;

- Erase any saved game and start all over again;

- Disconnect from PSN and try it;

- Restore to Factory defaults and Re-Install everything again;

- And so on...

Still the ERROR CE-34878-0 appears after a second or when we're almost

finishing the first level.

Only FIFA (I admit) we played ONE match of 6 minutes without the ERROR

appears. That's it - ONE TIME ONLY.

A couple of friends have the console and NEVER experienced anything

like that. They bought it recently. I bought my son's PS4 at day one

and STILL could not play.

What I ask is to SONY send a box and for sure send me a

new unit, because this one is gone from day one. There is no FIX for

this one.

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Sony ps4 error code ce-34878-0

At June 11 2014, I try to contact Sony's Suport about my PS4 System, which is giving a error code (CE-34878-0) SINCE the first time I opened and plugged in (DAY ONE).
I have four games COD Ghosts, Fifa, Killzone and Battlefield 4. NONE of these games have been played from anyone here at home.
I bought it for my son as a Crhistmas gift(and of course for me) and we tried and tried and tried and nothing. We start the game and as soon we start enjoying the new platform, it crashes.
After contacting Sony's representatives, they walkthrough me to see if we could get rid of this annoying error code. No success.
They've said that they would send a box to my brother's home to get it fixed or replaced.
Let me explain: I live in Brazil. My brother in New Jersey. I asked him to buy it for us at day one, and since we had to wait for his visit to get the console back to US, I was instructed by SONY's people to wait for his back and then they would send the box for the service.

TODAY, Sony's guy named "Henry C" was VERY rude, only answering what was good for Sony and not for me. He doubted that my console was broken and asked me questions about what others representatives did tell me to fix the console (like restarting to the factory defaul, and such...) and many more questions trying to make sure I was telling the truth. It was very embarassing for me.
When he told me that it would not be possible to send a box to my brother's home, I simply asked him why? and he disconected the Chat.
VERY RUDE Mr Henry C.
VERY RUDE Sony for doubting about the error in my broken console which we never played until now!

I only want SONY to send the box to my brother's home and NOT fix the console I bought, but EXCHANGE for a brand new one.
I DON'T WANT A FIXED console. I bought it new, and I want a NEW ONE.

Like I said, I bought the console for my son as a Christmas present (Of course I like to play as well) but this is HIS console. Now, we NEVER Played ANY game for more than 5 minutes.
One more time, I DID everything according to manual - Open the box -
turn the console on - UPDATED the console for an hour and half - DID
all the actualizations - DOWNLOADED the games - WAITED for EACH game
to install and so on.

Right after the error became an constant... I contacted SONY and they
walk me through some "INSTRUCTIONS" that could solve the problem:
- Initialize the system;
- Erase any saved game and start all over again;
- Disconect from PSN and try it;
- Restore to Factory defaults and Re-Install everything again;
- And so on...

Still the ERROR CE-34878-0 appears after a second or when we're almost
finishing the first level.

Only FIFA (I admit) we played ONE match of 6 minutes without the ERROR
appears. That's it - ONE TIME ONLY.

A couple of friends have the console and NEVER experienced anything
like that. They bought it recently. I bought my son's PS4 at day one
and STILL could not play.

What I ask is to SONY send a box and for sure send me a
new unit, because this one is gone from day one. There is no FIX for
this one.

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8:37 am EDT
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Sony screen cracks

I purchased a Sony Flip 15 in November today I went to adjust my screen by pressing on it with my thumb and it cracked right next to the windows button. I called Sony and they will not help they tell me to send it in to them even though I have an on site warranty they will not send someone out here. Then when they get the laptop they will determine if it was manufacture issue or not but I have no clue how they will determine that and the agent told me it is always not covered under warranty.

Completely not happy with Sony after being a sony customer for probably 15 years I can say I will never buy or consider buying anything Sony

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11:24 pm EDT
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Sony fraudulent practice during warranty repair

I have had an extremely bad experience in terms of my Laptop that was purchased as a part of a corporate purchase in 2011, in as much as I feel not only dissatisfied, but also defrauded by Sony Vaio Service Centre based at Lucknow.

My laptop had developed a problem of “being dead” in the early part of March, 2014. First I had a terrible experience dealing with the service centre which was not honouring the Warranty as their system showed that the product was on a one year warranty, instead of the three year warranty as per the Purchase order terms and conditions, which was duly accepted on part of the Sony dealer. It was after a repeated haggling with the Service centre and follow up with the Sony Vaio Call Centre that the warranty issue was sorted out and the parts were ordered by the service centre to the warehouse. The job no that I refer to is J40515224.

The service report along with the laptop given to me indicated that the Motherboard has been changed. After I received the laptop, I tried using the same, but found it extremely sluggish. Having used it and after getting completely fed up, I, the day before, opened up the properties of “Computer” and to my horror, I discovered that the RAM was showing as 2 GB and the processor was showing Core i3 2310, instead of the factory installed RAM of 4 GB and Processor i5 -2520 2.5 Ghz. Moreso, the card reader was also not functioning. Needless to mention, the service report from the Service Centre clearly mentions installation of the original processor (with motherboard) as replacement during the Warranty service.

Finding a different subcomponent than the one actually installed cannot but be a matter of defrauding customers and unethical business practices. I am a conscientious customer and I am sure that this kind of unethical practice on their part would go unnoticed by other hapless customers, who would not care to check this potential level of fraudulent behaviour from a company of such a repute. I also refuse to believe that this is a mistake as in all quality conscious reputed companies, regular audits into the work conducted are necessarily carried out to ensure that the service rendered is correct, ethical and to the satisfaction of the customer. The intention of writing this here is to warn Sony Vaio Customers that we can expect such fraudlent behaviour from Ms Sony and it's service centres too despite their name in the select high end bands.

The sony Website does not indicate any email ID on which such feedbacks can be given. There is a web based feedback form that I have filled yesterday night on the same but sending the same hasnt resulted in reciept of any acknowledgement. I have sent another mail at sonyindia.[protected]@ap.sony.com sometime back after taking this Id from the Call centre. Even this mail hasnt been responded even by an automated message of acknowledgement of reciept.

Are there any responsible people in Sony at all?

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1:18 pm EDT
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Sony robbed, lied cursed and hung up on

Hey so I purchased a play station 4 and wow was that a huge mistake, it broke with in a few weeks along with the controllers and the customer service has been the WORST EVER!.I been lied to and hung up on sooo many times by there reps that my head spins, as of now i have purchased alot of games and subscriptions and cant use any of them. they want me to buy a new one or quotes " F*** Myself".I have since called my bank and got the money back but Sony is trying to go after me, they also instantly banned me on my first call to customer service for totally no reason, and i haven't since be able to get into my account since.i took the money and purchased a Xbox 1 and WOW soooooo good guys, soo soo soo good and Titan fall WOW, plus my friend had a issue and the overnight him the fixed cable free of charge. i hope this saved someone from the craziness Sony put me thought, also the reps in Sony customer service names are marik, also the managers that told me to 'F*** off" was Royce and Brian.

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Sony ber

I purchased a handset from Exact store in JHB CBD shop no 2 Woolworths building on the 9th of January 2017, the handset gave me problems with internet settings which I took back within 7days they managed to get the settings for me at the store the phone was working fine for 13 days and it all of a sudden went dead, took the Handset in the 3rd February 2017 I was told it will be sent in for repairs I should check on it after 2 weeks which I did only to be told the handset id beyond economical repair, reading the sheet that came from their repairs centre it says the warranty has been voided because of liquid / moisture damage, i am not happy about this as im still paying for the handset i took using my account, i would like to be fully reimbursed for the handset and the money be credited back in my card, alternatively be given a new handset.

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LoboAJ
IN
Oct 30, 2014 2:46 am EDT

This is regarding Job No - W114101401774, dated 14/ 10/2017, Regarding my HANDSET Sony C 2305 handed over at the Zeal Infotech, Panjim-Goa. Its the 5th time they have taken my handset over this last 4 months.

First of
Its been 15 days, since they took my handset.I had asked for a stand-by set on the day of handing over my cell phone.The service center informed me that they did not have any and that they would inform when one is available. Its been 15 days I have been without any cell phone and waiting for their call. No Call has come so far regarding the same.

Today (30/10/2017) when I called the Service Center at 10:56 a.m [protected]), the staff over there cannot give me an exact answer on a stand - by set and when I requested to speak to the Manager, they kept me on hold for an extended period of time only to tell me that the Manager is on other call.

My question is " Is there no time for a Customer grievance to be addressed by your manager.Does'nt he have 1 min to talk to the Customer? "

Second Thing
On the 14th Of October When I finally managed to speak to your Manager at the Zeal Infotech Service Center after waiting for 2 long hrs, he mentioned to me that the REVERSE of the UPDATE which was done the 1st time after which I have been encountering the storage problem its not possible and that the only solution is a New Handset. Upon his confirmation I asked for a Replacement of a new handset. It was told to me that it will take 7-10days for approval of a new handset.

Its been 15 days today, when I called the service center they are telling me that the handset is sent to Bangalore for a REVERSE of the UPDATE. When I asked to speak to the manager " I have mentioned above what happened".

I called the call center - [protected] at 11:09 TODAY (30/10/2017), I spoke to one Anjali. on explaining her the matter she says from her side that the REVERSE is not possible however it depends on the Service Center.

Now
This entire matter sounds "FISSHY". When I spoke to the Manager on the 14th he enquired with their technician GOPAL, and on confirmation with him he told me that the UPDATE is not REVERSIBLE. Now the call center is telling me that the REVERSE depends on the Service Center.When I asked to speak to the Manager at the Service Center today as mentioned above, he does not want to spare his precious time in answering any questions from the Customers.

What is going on? Is the manager and the technician at your Service Center (Zeal Infotech) are not capable of giving a proper answer to the questions of the customers ?

Based on the above scenario I cannot trust your Service Center to give me handset with the SO CALLED REVERSE. I think Its just a trick they are playing on me.Hence I want a written statement from the head of Sony India and the Manager of Zeal Infotech stating that the UPDATE has been RESERVED and that I will face no other problem concerning the same, along with my handset when I receive it repaired.

ALSO NOTE:
As of right now I have no ways of communicating with anyone in my family while I am out. If there is an emergency situation or I find my self in a dangerous encounter or if some one was trying to cause me bodily harm and the only way I can save my self is to make a phone call, Thanks to you guys I wont be able to do so. The reason I say this because just the other day I needed to make a phone call on a emergency situation and all I found in my bag was a tiny little sim-card. You'll now have my cell phone and 21, 000/- rupees which I paid for it. If something was to go wrong with me tomorrow, let it be known that my family will hold Zeal Infotech and Sony personally responsible. I could be in a road accident while ridding my bike. A car could hit me while I am crossing the road. One of One Million accidents or misfortunes could befall me and all I need to do is make a phone call and you guys have my phone.

HOPE YOU'LL CAN SLEEP AT NIGHT.
From the person reading this email to every desk this email touches to the most highest authoritative figure in the company to the service people at Zeal Infotech and Nishant Enterprises Goa, specially "GOPAL" who by the way we consider to be some one of absolute low moral character. and theres a lot more I wish to say, but I will save it for the COURT. You can use your imagination. I am an educated person.

Lobo
[protected]
[protected]

E
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edenahatton
Philadelphia, US
Mar 17, 2014 10:14 am EDT
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I placed an order on March 4th and to this date which is March 17th i still know nothing..I have not gotten any answers your customer service people cant tell me anything because they dont know...Im at a lost for words i have never experienced anything like this before from a big company like SEARS...My item number is [protected]...

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Sony tv panel damaged by water

hello all,
I bought a SONY BRAVIA LED EX31. Before a month the Tv panel was damaged by water that is it absorbs some water inside the television so the picture is showing as half black and white and rest of picture is not showing it remains as black.
I asked to technician he said the panel was totally damaged you haveto change the panel. but the price of tv panel(12000 in indian rupee) is very cost. Can anyone know anyother option to resolve this. please suggest me.

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Sony tv is broken after 2 years, part is no longer manufacturered

I am a long time consumer of Sony products. When it came time to purchase a new TV I did not hesitate to look for a Sony Bravia since I already owned two other TV’s that were Sony Bravia’s and had never had a problem with them. I purchased a 55” Sony Bravia model # KDL55NX720 on Black Friday, November 25, 2011 at Best Buy. I used their no interest for three years credit card to purchase it. In addition I purchased a Sony Blu Ray DVD, HDMI cords, and a wall mount bracket to fit that size TV. Since I had had such good luck with Sony products and trusted in the brand I did not purchase the extended warranty plan.
The TV worked fine until the last week of December 2013. It started sporadically turning off and would have 4 blinking red lights on the screen. I tried to trouble shoot it through the Sony website and got it to turn back on for about 4 days. On January 3rd 2014 the TV turned off and would not come back on. I called an authorized Sony repair center and had the TV taken back to their shop where they trouble shot the problem with Sony over the phone. I got the call that the LCD panel on the TV was bad and that Sony had discontinued the part so I could not get it repaired. I called Sony immediately and after speaking to several representatives the best offer I could get to help me was to purchase a refurbished TV that was similar to the one I had with a 90 day warranty or purchase a brand new TV at a slight discount. I had not even finished paying this TV off yet and was not happy with a 90 day warranty after the experience I had already had.
To say the least I was not happy with the options Sony was offering and was surprised that they would not stand by one of their products that was clearly faulty. I did some research on the internet and saw on Sony’s corporate website that their tagline was “We love connecting with our customers” so I reached out via telephone to their Senior Director of Communications and Public Relations. I left several a messages hoping to get a call back to explain my disappointment with their product. I am hoping that Sony will reach out to me with a resolution that is fair for all. In the meantime I will get on the phone this morning and try to reach out to customer service again hoping to finally get to speak to someone who can help me.
Very Unsatisfied Customer,
Debi Johson

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Sony sound system problem

In March 2011, I bought one LED 32" from the Sony dealer M/s Sri A.N. & Sons, # 137, (AC-8) 2nd Avenue, Near Ayappan Temple, Annanagar, chennai 600040. in India. It was communicated by the dealer that product is under Extend warranty 2 Years. I have more then five times problems in the my sony led TV.
1, when i Purchase Tv 6h months the right side Speaker is not working.
2, After one Year Display problem, When I contacted Sony service centre in Chennai they are attened and replaced the display,
3, Jun - 2013 i have Left side Speaker Problems, that time service engineers correct the problem,
4, still i have lot of problem left & right side Speaker Seating area more vibrations so sound is not clear,
That is pures heating by Sony Tv and dealers. so i need a new TV kindly change the my old Tv, t is under warranty period
Please look into the matter and help kme out.

Regards
H.Venkat - Chennai - Tamilnadu - India

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Sony ps4

Sony is going to launch the new PS4 on the 15th of November but has not made enough of them for everybody...What else is new...So now there will be a big panic to find one before Xmas...You think before a release of a new system they would make more then enough of them so people would not have to fight looking for them after all they have had years to plan this...What kind of lame company is this...Have a release then not have enough systems for everybody who wants one...So then you get these rip off artest finding one then selling it on E bay for $1, 000 dollars or more...Unreal

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Sony display problem - horizontal & vertical line appearing

My LCD TV which was purchased on 04.05.11 for INR 1 lakh and is having problems with the Display.

Above matter was referred to Sony Customer Care through their customercare number and complaint# [protected] was registered in Sept-13 to resolve the same.

The service technican visited my place on 14.09.13 & informed me that the display needs to be replaced and is costing Rs. 40, 000. I was really shocked to hear this and I immediately searched through the consumer forums and was doubly shocked to learn that this is a problem faced by most of the customers of Sony India.

Hence I felt that this a manufacturing / quality defect and informed Sony to rectify the same. I wrote to Sony informing the above through their company website and the response received is as below:

From : SonyMarketing Date: Sep 14, 2013

Dear Sudhir Ajjikuttira,

Greetings from Sony India.

We have received your Email and your request has been logged as : [protected].

Please use this Number for any future reference to your request.
Our response time will vary based on the nature of query.
We will make every attempt to respond to you expeditiously.

We solicit your co-operation and understanding.

We look forward to developing a mutually beneficial long term association.

Thank-you
Customer Care Center
Sony India.

PS :- This is an Auto Acknowledgement, Please do not reply to this email.

I escalated this issue to Head of Sony Customer Care as below:

Complaint# [protected] - Display problem - Model: KDL-46EX720

To:[protected]@ap.sony.com, Sonyindia.[protected]@ap.sony.com Oct 5 at 9:14 PM

Dear Sir,

I have been chasing for early resolution of this issue with your Customer Service, but have failed to receive any answer.

Every time I call your service centre I have to repeat the entire problem and your people still keep asking me what is the problem (with calls being transferred to various persons) and again the process starts of repeating. I think this is your frustration strategy.

Also certain customer care executives had mentioned that I will get a call back to resolve this issue. But till now I have not heard anything.

I don't think this is the way you should treat your customers. I am very much frustrated with this and watching TV as all my favorite programs are not clear (see attached picture) and this is putting lot of strain on myself and my family's eyes.

Request you to please resolve this issue at the earliest.
Regards
Sudhir

The reply received is as below:

Oct 8 at 8:14 PM

Subject: Service of Bravia Television Model no. KDL-46EX720 IN5 bearing Serial no. 2422268 purchase on 10th-May -2011.

Dear Mr. Sudhir Ajjikuttira,

Greetings from Sony India.

Thank you for patronising Sony products.

This is in reference to your email to our Service Management dated 8th October 2013 in regard to the Service Job No.: J31704874 Dt 13-09-2013 service of Bravia Television Model no. KDL-46EX720 IN5 bearing Serial no. 2422268 purchase on 10th-May -2011.

We sincerely apologise for the inconvenience felt by you.

Your TV is showing a symptom of Line on the screen. Upon inspection by our Engineer, we find the Display Panel of the TV needs to be replaced.

The repair estimate of Rs. 39, 769/- has been already communicated to you by our Executive from our Authorized Service Centre M/s. Krish Electronics

Natural electronic failure may happen in the product, in course of time. This reason, why we offer 1 year of free service to our customers. Beyond that the service becomes chargeable.

We regret that we would not be able to comply with your request to service your product free of cost.

We would request you to approve the repair estimate as mentioned to you so that we can carry out with the necessary repair support.

We solicit your kind understanding in this regard.

We are looking forward in assisting you and assure you of our best services.
Warm Regards
To : Sonyindia.[protected]@ap.sony.com Oct 9 at 9:49 PM

Sony India Pvt Limited
Allwyn Buthello

Regional Incharge Customer Care –West.

My reply to the above mail is as below:

Dear Sir.

Thanks for your response.

I don't agree with your statement " Natural electronic failure in the course of time". I think this is a very casual statement never expected from a high quality product company like Sony.

Also it is just only 2 years old. If this is the failure rate of your products it is better Sony should pack their bags.

Since this is your quality issue, I would require speedy redressal of this issue.

Regards
Sudhir

The below response was received from Sony:

From :Sonycare Oct 7 at 9:20 AM
To : Me

Dear Mr. Sudhir,

Greetings from Sony India.

Thank you for patronizing Sony products.

This is in response to your e-mail to our Head of Service.

Thank you for writing to us and for bringing the matter to our notice. We note the contents of your mail with due attention and concern. We are asking our regional office to immediately look into the matter and expedite resolution at the earliest.

We sincerely regret the inconvenience caused to you and assure you of our best support and attention always.

Best Regards

For Sony India Pvt Ltd.

Meena Bose

Another reply from Sony Customer Care as below:
From : SonyCare, Today at 10:34 AM

Subject: Service of Bravia Television Model no. KDL-46EX720 IN5 bearing Serial no. 2422268 purchase on 10th-May -2011.

Dear Mr. Sudhir Ajjikuttira,

Greetings from Sony India.

Thank you for patronising Sony products.

This is in reference to your email to our Sony India & our Subsequent reply dated on 08-10-2013 regarding the Service for Sony Bravia.

This matter has been discussed with our management.

We regret that we are unable to consider your request for free of cost repairs.

We solicit your kind understanding in this regard.

Warm Regards,

Sony India Pvt Limited,

Nilima Dharve
Customer Care Centre –West

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Sony optical block law suit

I have a 60" Sony TV Model #KDS-60A2000 Ser#9060637 Manufactured Nov 2006. For the past year I have had a green hue that will not go away. I have tried adjusting, but have had no luck. In researching the problem, I see this issue has been a problem for a lot of people and a law suit has been filed. I would love to have this issue fixed or some compensation to buy another. Can you please help me with this?

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Sony wifi problem

To,
Sony Authority India

I purchased a new Sony xperia E-dual smartphone and a Sony xperia miro smartphone as well a few months ago. I have a wifi connection at my place but the E-dual doesn't get connected with the it. Whereas it gets connected with other wifi networks. I have tried resetting the phone and the router as well but still it doesn't work. I have checked my router and it is working absolutely fine. The xperia miro phone works very well on my wif. So i guess the problem's with the E-dual phone. When i tried reaching the customer care centre the executives over there couldn't help me. I request you to kindly look into the matter.

yours faithfully,
Varad Ghate

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Sony poor service

I recently visited a Sony store looking for a new notebook in Penang. I unfortunately happened to come across the store at Gurney Plaza. The personnel working there could hardly converse in English or either refused to converse in any other language other than some Chinese dialect. Furthermore they had refused to explain the specifications of the Sony Vaio Duo 13 which I was interested in purchasing. I currently own a Sony Vaio notebook Z series. When I described the specifications of the notebook I was told rudely by the staff 'no such thing' ! I think Sony stores in Malaysia should look into hiring personnel who are actually interested in giving proper service to customers or at least able to converse in languages other than ethnic dialects! Very disappointed with sales here in Penang.

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Sony sluggish customer service

Hi…
It is a matter of disappointment for me to write on this forum about the sluggish customer service of a brand like 'Sony'
I had overwhelmingly purchased a Sony Xperia Sola model in December 2013 and since March 2013 the phone is doing rounds at the service center. The issue -> I am not able to make calls from the phone piece.
I am attaching number of complaints registered for the phone till date. I regularly mail them to follow up on complaint status but not yet received a satisfactory response from the team for over 5 months (The phone was submitted for the 4th time at the center and I lately call for a replacement)
Please suggest the next course of action...

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SonyListens
SonyListens
Fort Myers, US
Jul 23, 2013 1:42 pm EDT

Good afternoon Divya M,

Thank you for your message.

I'm Pat Kennedy with the Sony Support USA Team. I apologize if you are not completely satisfied with your phone and our customer service.

As you are outside the US, please visit the Sony Global Web site (http://www.sony.net/SonyInfo/Support/ ) for information on contacting the Sony Support Center in your region.

Thank you for your post today and again, our most sincere apologies...

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Sony xperia z - charging jack - sony fooling customers

Hello,

To whomsoever it may concern

This is regarding the complaint that I had registered for my Sony Xperia Z.

I had submitted my handset to Sony Service Centre on the 7th of this month regarding an issue that I was facing with the charging socket of the mobile. After the diagnosis was done by the executives, I was made aware that the charging jack of the mobile phone was damaged and the repairs won’t be covered under warranty as it is regarded as "Physical Damage". When I asked them for the repair charges, I was astonished with the amount of repairs that the executive gave me. He said me that I need to pay around 19, 500 for the REPLACEMENT of the handset and told me that the handset is IRREPAIRABLE and could only be replaced for ANY KIND OF PHYSICAL DAMAGE. The charges I need to pay for such replacement is around 50% of the handset's original cost which comes to something around Rs.19, 500.

I asked for about 10 times to your executive for the repair of the handset with a nominal fee, instead of the replacement of the handset, but he kept denying for the same saying that it is the COMPANY's POLICY to NOT PERFORM REPAIRS on the given handset. According to the ILLOGICAL policy, it had to be replaced and there was no option available for me.

I could not understand the flow of things that going with me that moment. I was just so shocked to hear that I had to pay more than 19k for a small damage in the handset. Furious I was, I asked your executive to connect me to the manager. I had the same discussion with the Service Centre in charge/Manager regarding the ILLOGICAL policy of the company regarding the handset. I literally begged them to perform a repair on the handset but all my requests were falling on deaf ears. I just couldn't understand how SONY can make such a policy regarding the repairs of a handset. How useless is such a handset which just couldn't be repaired.

I had a lot of questions in my mind regarding this policy of Sony which I think is made just to FOOL the loyal customers of SONY. To clear my doubts, I had got myself connected to the Service In charge of Rajasthan state, Mr.Alok Singh. I had a pretty long discussion with him regarding this policy, repairs & replacement, but he acted helpless as I well. I asked him that what if the handset again gets a damage after the replacement and to my amazement, I was said that I would again need to pay the replacement cost, which basically meant that once you purchase the handset and if there is any kind of damage for more than once, then you end up paying more than what you initially paid for the purchase of the handset. All this looked like a TRAP to me which was being framed by Sony.

All this while I was feeling that how badly I had been fooled by Sony with this mobile handset. I lost all the faith and trust that I had on the company. But being a human being, I still had a small amount of expectation left from the company and so I asked Alok to arrange a call back with the management of the company who could take a call on this issue and would help me in resolving the issue. I was being told by Alok that I would get a call from the management of the company within 48 working hours. I kept waiting till 13th of the month, but I didn’t hear a word from Alok or any other person from Sony. I tried contacting the service centre in Jaipur and asked them to connect me to Alok but I was denied with the transfer saying that Mr.Alok was attending some kind of training and so was unavailable. I was asked to wait for a few more days in order to get in touch with Alok regarding this issue. Being helpless, I dropped an email to Mr.Alok and Sony, but i didn’t got any kind of response from them for the next 4 days.

When Mr.Alok finally called back, he was again ready with the same set of excuses and explanations. He just tried to convince me to agree with the company policy and said that nothing could be done in this regards. According to him, I was a fool and I made a mistake by taking a decision of buying a product from Sony. I was still unsatisfied with what was happening with me, so I asked him to again check if he can arrange a call back with the management and he asked for a time of 2 days to get it done. But as expected, nothing was done from Alok's side.

I had called him up yesterday regarding the same and he said that he would give me an update in the next 2 hours, but there was no revert from him till today. When I called up today, he said that nothing could be done in this regards and I had no option but to pay for the replacement. He also confirmed that I could take any step that I could to get this issue resolved.

All my hope and faith is shattered now. I had hoped that a Brand and Company like Sony couldn't do such kind of cheats with their loyal customers, but I was proved wrong. I am being proved that such big names and brands are made up ONLY & ONLY to make money, they have all the tricks to take you for a ride and get the most of your money. They don't care at all about their customer or his satisfaction. All that the company cares about is MAKING MONEY and that is why such policies are framed where in a customer is made to pay 50% of the handset cost for a small repair that needs to be performed. The company can do anything that it wants after framing it under the word "POLICY". It is the customer himself who falls for the trap and builds trust on such brands who later on prove out to be such MONEY SUCKING companies.

I have lost all the trust that I had built up on SONY. I would never ever purchase again any kind of product from Sony and I would also make sure that none of my friends & relatives do so. I was being fooled by the company but I won’t let others fall for this trap. Being an individual, I have lost a small amount of only Rs.40, 000. But I would make sure, by hook or by crook, that Sony as a whole loses a lot more than what I have lost. I don't have anything more to lose other than 40000 that I have WASTED, but the company has a lot to lose.

The battle between me & Sony begins today!

I am writing this email to Sony to just let you know that a customer is never a fool and to make you aware of the powers of being a customer. You and your company exist because of CUSTOMERS like us. If you don't have a customer, you don't have a company. Before wrapping up my email, I would like to ask the company a few questions or you can say I would like to point out a few things.

1. Do you think that the company can even exist, without a base of customers?

2. Is this the way you have been fooling customers all the years?

3. Do you assume that if one customer didn't raise his voice against you, none of the other customers would do?

4. Is this the kind of service that you provide after claiming yourself as one of the best companies in India & Worldwide?

5. Will you yourself pay such an amount for the repairs/replacement of a handset for a small damage?

6. Is the framed policy logical in any way?

I would request you think on all these questions from the point of view of a Customer and just keep the answer to yourself, as I am already aware of the answers.

Now, without wasting much time on this, I would like to post this complaint on all the forums that are present on the internet to make every CONSUMER aware of the policies of Sony. I would also post the same on all my social networking websites. I would also register this as a complaint with the consumer forum of India. You will also see an article in Indian Express very soon regarding the services & policies of Sony. You may also watch out the space on INB7 and other news channel that have a division for fighting against such framed policies of companies like Sony. You would see this complaint on every possible Media in the next 10 days.

Let the battle begin!

Best of luck!

Regards
Anuj Jain
[protected]
[protected]

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Sony sony product has a manufacturer defect

I am a buyer of sony xperia SP(C5302). I recieved this phone on 01/06/13. But unfortunately, that set was having some manufacturing defect that light leaked from RIGHT EDGE. So i submitted the phone to service center on 03/06/13 and service center swapped the phone accepting the defect. But to my amazement the phone which i got on 07/06/13 had the same problem, infact it was much more prominent (This time the light leaked from the complete left side and the bottom side). I talked to sony's ASM(Mr Simranjit singh) of punjab, he said “I am using the same mobile and this also has a light leakage line and not a big issue".

Now after such experience, i not at all want the same model. I have already submitted the handset in the service center again(So i have been to service center 2 times and i want to bring into your notice that i am working at axis bank, it is not possible to me to visit again and again) on 11/06/13 . After paying a sum of 22-23k its strange that its been 19 days & i have'nt got a chance to use it .
and i want to let you know they are not in a way to solve my problem.

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Sony poor customer service

The detachable faceplate on my Sony in-dash car CD player has failed. The head unit which is installed in the dashboard is not the problem, only the faceplate?.

I will point out that I can still listen to CDs, but I no longer have the ability to skip tracks or adjust the EQ|. The AM/FM section has no controls (I cannot change stations)

I spent over two hours talking to 6 different Sony service reps, none of whom spoke English as their native language, only to be disconnected after an extended hold time..

During the two hours, I was repeatedly shuttled from department to department, and each time placed at the front of a long hold queue'.

Even after escalating the issue, I could not get a satisfactory response/.

Their technical representative determined that the faceplate was the issue, but indicated that I would need to send the faceplate to them and be without any tunes in my car for the two weeks it would take for them to replace it".

I explained to the rep that I spend a considerable amount of time in my car, and made the not unreasonable request that they send out the replacement faceplate and allow me to send back the defective one after the fact:.

This rep needed to escalate the issue in order to get that approved|.

The next rep up the line indicated that I would need to take my dashboard apart and send the entire unit back, they would not replace the defective faceplate unless I sent in the entire unit.

When I pressed the issue further, I was told to contact the parts department. When I asked to be transferred to the parts department, I was put on another extended hold before having my call dropped altogether.

At that time, I had already invested two hours, and decided to Tweet my disappointment.

I received a reply to my Tweet from another rep who indicated they wanted to correct the situation, but in reality, they were only trying to do damage control, and offered no more help than any of the previous reps I spoke with.

At one point, one of the reps had the gall to insult me by offering me a 15% discount if I wished to just purchase a new unit, when mine is still under warranty.

After some back and forth with Sony, at first they offered to replace the part once I sent the faceplate back to them. When I explained that I would like to send the defective part back after the fact, so that I would not have to endure two weeks without any music whatsoever, they reversed themselves and took their offer off the table. So not only does Sony have terrible support, they are, for lack of a more PC term, "Indian givers."

If you go to Sony's Facebook page, you will see quite a number of angry posts about Sony's terrible support and terrible customer service

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Update by aikox2
May 22, 2013 2:00 pm EDT

After reaching out to some high-level executives, one of them contacted someone within the Sony organization and directed them to send me the part I needed as a gesture of goodwill. Exactly what customer service should have done from the get go, before they alienated their customer and caused so much ill will and damage.

I felt it was only fair to follow up and let others know that Sony did ultimately fulfill my request, but not before first wasting so much of my time and making it so difficult.

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SonyListens
SonyListens
Fort Myers, US
May 17, 2013 1:16 pm EDT

Good afternoon aikox2,

I regret the inconvenience you have experienced with your CD Player and the service provided to you.

In order for Sony to further assist you, please contact [protected] between the hours of 9:00 am and 5:00 pm Monday thru Friday, EST. Please reference your customer information number E57665541.

Thank you,

Pat Kennedy
Sony Support USA

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Sony lack of delivery of online goods

Hello, Debra Roussouw
Thank you for your order from CatsDigital. Once your package ships we will send an email with a link to track your order. You can check the status of your order by logging into your account. If you have any questions about your order please contact us at [protected]@catsdigital.co.za or call us at [protected] (ext 1009) Monday - Friday, 8am - 5pm PST.
Your order confirmation is below. Thank you again for your business.
Your Order #C100000599 (placed on 25 April 2013 21:34:34 SAST)
Debra.[protected]@gmail.com
I placed this order for a laptop for my daughters birthday online at catsdigital.co.za after being directed to this site from the Sony South Africa website - because Sony directed me there I assumed this was a reputable organisation.
After 2 weeks I have no delivery, the company told me to rather take a Samsung product? And then failed to deliver that too.
After many calls, emails, online complaints Kyle at catsdigital.co.za told me that they had their credit account with Sony closed and various suppliers and that they couldn't buy the laptop I had ordered and paid for?
Why does Sony still direct people to that website?
Shocking service

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About Sony

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Sony is a multinational conglomerate known for its electronics, gaming, entertainment, and financial services. It offers a range of products including TVs, cameras, audio devices, PlayStation consoles, and smartphones. Additionally, Sony produces movies, music, and provides professional electronics solutions.
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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Sony in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Sony. Include key areas of concern, relevant transactions, steps taken to resolve the issue, the company's response, and the personal impact of the issue.

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- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data.

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Overview of Sony complaint handling

Sony reviews first appeared on Complaints Board on Oct 7, 2006. The latest review Major problems with customer service was posted on Mar 31, 2024. The latest complaint uvw1800 and uvw1600 was resolved on Jan 02, 2020. Sony has an average consumer rating of 3 stars from 534 reviews. Sony has resolved 221 complaints.
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  2. Sony phone numbers
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    1-7-1 Konan, Minato-ku, 108-0075, Japan
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    Jun 13, 2024
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Sony is ranked 3 among 125 companies in the Consumer Electronics category

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