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Sony

Sony review: Warranty dispute and cross-border after-sales service failure

O
Author of the review
8:10 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

To whom it may concern,
I am writing to formally escalate an unresolved and deeply concerning after-sales service experience involving a Sony product that was confirmed to be under warranty at the time of first contact.
The product in question is a pair of Sony ULT Wear Over Ear Wireless Noise Canceling Headphones (WH ULT900N), purchased from Amazon UK on 9 December 2024. On 7 November 2025, while the product was still within its warranty period, I contacted Sony UK due to a fault that developed in the right ear cup. Sony UK registered my concern under Case Number 28500081 and, due to my recent relocation, formally referred me to Sony Canada for continuation of after-sales support.
Upon contacting Sony Canada, my case was registered as Case Number 10728910. During my online interaction with a Sony Canada representative, I provided all requested details, including the product serial number. I was explicitly informed that the serial number qualified for a replacement and was advised to submit my purchase invoice and photographs of the defective headset so that a replacement could be processed and shipped to my Canadian address.
I complied fully and promptly. However, after submitting the requested documentation, I was unexpectedly informed that I no longer qualified for a replacement, with no clear, consistent, or reasonable explanation, despite earlier confirmation of eligibility. This reversal contradicted the prior assurance given by your representative and left me without any meaningful resolution from either Sony Canada or Sony UK.
This experience has been extremely distressing. My expectation, entirely reasonable for a global brand such as Sony, was that warranty support would be honoured irrespective of relocation, particularly when:
• The defect occurred within the warranty period
• Sony UK formally referred the case to Sony Canada
• A Sony Canada representative explicitly confirmed replacement eligibility
Instead, I was subjected to conflicting information, prolonged correspondence, and an ultimate denial without a satisfactory justification or alternative remedy.
I respectfully request that Sony Canada leadership:
1. Re-review my case in full, including chat records and submitted documentation
2. Clarify the basis for reversing the replacement decision after eligibility was confirmed
3. Provide an appropriate resolution, including replacement in line with Sony’s warranty commitments and customer care standards
This situation has significantly affected my trust in the Sony brand, particularly given that Sony’s global reputation for quality and customer support was a decisive factor in my purchasing decision. I sincerely hope this matter can still be resolved in a manner consistent with Sony’s values and international consumer expectations.
I would appreciate a written response from a senior customer relations or leadership representative at your earliest convenience. All supporting documents, invoices, and correspondence are available upon request.
Thank you for your time and consideration.
Yours sincerely,
Onyinyechukwu Akaeje
Email: [protected]@gmail.com
Sony UK Case Number: 28500081
Sony Canada Case Number: 10728910

Recommendation: My experience was horrible hence I do not recommend

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