Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sony Corporation of America

  25 Madison Ave New York, NY 10010-3685

• 

  Sony Corporation of America

  Sony Music Entertainment 25 Madison Avenue New York, NY 10010

• 

  Sony Corporation of America

  3201 Maguire Bl Orlando, FL 32807

• 

  Sony Corporation of America

  151-9402 135 Ave NW Edmonton, AB T5E 5R8

• 

  Sony Corporation of America

  PO Box 6860 Aurora, IL 60598-0860

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand-new **** A7C II camera and **** FE 2470mm F2.8 ** II lens on April 9 in good faith from a private seller on ******** Marketplace. The seller provided original ****** receipts and sealed boxes. I paid $3,450 via ***** and have full proof of payment, matching serial numbers, and legal ownership of both items.After attempting to register the products on ***** website, I was informed that the warranty was not valid. I contacted **** Support, who told me the items had been flagged and that I needed to contact ****'s Fraud Team at *********************** I emailed them on Friday, April 11, 7am, and followed up with a second email on Friday, April 18, 9am, after receiving no response. To this day April 22 I have not received any reply. I also called **** Support, but they said they have no access to the Fraud Team and that email is the only point of contact.After further investigation, I contacted ****** and learned that the original buyer (the seller) had fraudulently claimed he never received the lens and was refunded by ******. When he attempted to do the same with the camera, his account was suspended for fraud. I had no knowledge of this when purchasing the gear.I am a bona fide purchaser I paid full market value, was not involved in any fraud, and am the lawful owner of the equipment. I have done everything right, and yet I am being denied basic warranty coverage and ignored by **** entirely.I am requesting that ****:1. Acknowledge my case and respond to my emails.2. Evaluate my documentation as a good-faith buyer, including payment proof and ownership details.3. ********* the 1-year manufacturer warranty that applies to these products.4. If necessary, exchange the affected items to resolve the issue.**** CHEPURA Attorney at Law *********************************************** Cell: *************** Email: ****************** Web: *****************

  Business Response

  Date: 05/05/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Chepura about the **** CAMERA ILCE7CM2B. We have reviewed the documents/proof of purchase sent and determined they are not valid. We are unable to assist you with further warranty options or claims.
  
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I respectfully reject ****s response as it does not address the key facts of my complaint or the unique circumstances of this case.
  
  I am a bona fide purchaser of the **** A7C II camera and **** FE 2470mm F2.8 ** II lens, which I purchased brand new in sealed boxes on April 9, 2025, from a private seller. I have full proof of payment (Zelle transaction), original ****** receipts, and verified matching serial numbers. I have acted in complete good faith and am the lawful owner of these products.
  
  After attempting to register the products, **** denied my warranty, citing internal flags tied to a fraudulent claim made by the original buyer (the seller I purchased from). I had absolutely no knowledge of this fraud at the time of purchase and paid full market value.
  
  Most importantly:
  Before finalizing the purchase, I thoroughly verified the legitimacy of the items, including checking serial numbers and registering both products on ***** website. ***** system successfully completed the registration for both items, with no errors or fraud flags. Had the registration failed or raised any red flags at that point, I would have walked away from the sale. I relied in good faith on ***** own registration system to confirm the legitimacy of the products. It was only afterward that I was informed the warranty would be denied due to an internal fraud flag.
  
  This situation demonstrates a failure of ****s system to provide accurate, real time fraud alerts. I, as a good faith buyer, am now being unfairly penalized for fraud committed by someone else, despite having done everything right.
  
  Additionally, I have contacted ****s Fraud Team twice by email (on April 11 and April 18) and have followed up through **** Support. To this day, I have received no direct response from the Fraud Team, only generic rejections that do not address the full context of my case.
  
  My requests remain reasonable and fair:
  
  1. That **** acknowledge and directly respond to my case.
  
  
  2. That **** thoroughly review the documentation Ive providedincluding proof of payment, serial numbers, receipts, and ownership.
  
  
  3. That **** reinstate the standard 1-year manufacturers warranty or offer an equitable resolution, such as an exchange for unflagged items.
  
  I am not seeking any special treatmentonly the standard warranty coverage that should reasonably apply to these products. I am disappointed that **** has not engaged meaningfully so far, and I request that this case now be escalated for a proper review at the executive or legal level.
  
  I also have a full record of my conversation with the seller, confirming the sale and terms, which I am happy to provide upon request.
  
  Thank you for your attention to this matter.

  
  Sincerely,
  
  ***** *******
  
  

  Business Response

  Date: 05/07/2025

  Responded to cust complaint via ******************** website
  ____________________________________________
  
  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Chepura about the **** CAMERA ILCE7CM2B. The proof of purchase provided is not valid. We are unable to assist you with further warranty options or claims.
  
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Better Business Bureau,

   

  I am submitting this as my final response to complaint ID #******** regarding Sony Electronics.

   

  **** has now submitted two responses, both of which are identical and dismissive, stating only:

   

  The proof of purchase provided is not valid. We are unable to assist you with further warranty options or claims.

   

  This is not a meaningful response and does not address:

   

  1. My legal ownership of the products.

   

  2. My full payment with proof.

   

  3. The fact that ***** system allowed registration of both items without any fraud warning.

   

  4. The fact that I relied on ***** own platform in good faith before completing the purchase.

   

  5. The emails sent to ***** Fraud Team, which have never been acknowledged.

   

  6. My offer to provide the seller conversation logs and any other evidence needed.

   

   

  **** has ignored the central facts of this case and refused to engage. Their continued refusal to acknowledge or address the situation demonstrates a breakdown in basic customer accountability.

   

  I am disappointed, but not surprised, by their unwillingness to resolve a situation where I, a legitimate and careful buyer, am being punished for another persons fraudulent conduct. Sonys behavior reflects a complete disregard for consumer fairness and due process.

   

  I request this complaint be closed as unresolved and that my case and Sonys response history be made publicly visible on Sonys BBB profile so that other consumers are aware of how warranty denials and fraud flags are handledeven when the buyer is completely innocent and transparent.

   

  Sincerely,

  ***** *******

   
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, I decided to purchase a ************** along with a 4-year extended warranty from **** that included coverage for accidental damage. Unfortunately, for the past two years, I have been dealing with intermittent issues such as picture flickering and color distortion. Initially, I chose to overlook these sporadic occurrences, thinking they might resolve on their own. However, just yesterday, the problem recurred, prompting me to document the issue with both photos and videos. It became clear that the malfunction was related to the TV itself and not my streaming device, as the issue persisted regardless of the source. I also have photographic evidence from previous occurrences.I contacted **** customer support seeking assistance for this ongoing problem, only to be met with disappointment. They informed me that they had no record of my 4-year warranty and declined to assist me, instead directing me to reach out to B&H for further help. I reached out to B&H regarding my television issue, and they instructed me to get in touch with **** support directly to handle the matter. For your convenience, I have attached the invoice (along with pictures of my TV) that includes details about the **** four-year extended warranty I purchased from B&H.We must resolve this situation promptly, whether that means arranging for a repair of the television or obtaining a replacement unit. I appreciate your assistance in addressing this issue and look forward to your support in finding a solution. Thank you!

  Business Response

  Date: 05/01/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ***** about the ******* XR75Z9K. The only way to purchase an extended warranty from **** is from the sales team or the protection plan website (*****************************************************), base on the invoice, purchase of the extended warranty belongs to the dealer not ****. Due to the fact that the unit is beyond the manufacturer's warranty, we regret to inform that we are unable to assist with the repair/exchange. 
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned 2 bluray players to **** 1 in January 1 in March both under warranty they sent the same shipping label for the 2nd one and claim it's lost with ***** both were picked up at my residence by ***** I have the emails and call logs they have repeatedly dropped calls and not called back numerous times I no longer want any replacements since these models are deffective a model 1700 and 3700 which they claim they can't find i am seeking a refund for both since the replacements will only be under warranty for the remaining time left on the effective models they break down after a few months of play I had the same exact problem with ** bluray they don't want to admit to the problem thier product has a replacement wouldn't do any good it would break down again but my warranty would be void at that time I have been trying to resolve this problem with no hope the 2nd model was new and only lasted 2 months from when I sent in the 1st one I have pictures of the calls I've had to make over and over because they have hung up or claimed we're dropped but yet they only called me back once

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Model: XR65X90CL Serial: ******* Case Number: ******** This is regarding TV purchased in Dec 24 -still under warranty. TVs screen shows non-uniform pictures and dark spots. After several emails and pictures including video sent to **** support, ***** engineering team acknowledge that TVs LCD screen has defect due to dust and other unforseen conditions during manufacturing of LCD. This bending of images, dark spots are normal and they wont cover under warranty. I reviewed their warranty documents and no where it says this. I told them that if I have known this I would not have spent so much money to buy their TV. I asked them to repair the TV or reimburse me. They refuse both. From my online research I know **** is addressing such issues. May be due to my accent they r taking different approach with my case. I am reaching out for your help to resolve my issue.

  Business Response

  Date: 04/28/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from Amish ***** about the ******* XR65X90CL.  Unit was diagnose working within specs, however as a good will gesture and one time accommodation we offered a no cost exchange, customer agreed.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of my initial transaction with **** was on April 6, 2025. On that date I purchased as television through their direct website for $2850. That purchase went smoothly order number ********. After I made that purchase **** awarded me $142.50 worth of ***** Points". So I decided I will use them to make another purchase of an AV receiver. I went to make the purchase through their website the same exact way I did for the television and received an error reading "Unfortunately, we were unable to process your credit card. Please try again or use a different card to process your order. For questions regarding your credit card, please contact your bank. For site support, please contact us at **************." So tried different payments methods like a different card and ******, still the same problem. At this point I call my credit card company who assured me there's no problem on their end and even stayed on the phone with me to try and make the purchase, they can see it try to go through but then **** immediately cancels the transaction. After that I call **** the first time, am given a case number "********". The agent escalated it and said I should hear back, I then received an email stating "Due to the provided information not clearing an internal security check, we are unable to complete your order. Unfortunately, we are unable to assist further. Please see **** authorized retailers for future purchases." After that I call **** back and try to find out what this internal security issue is, got out through to a supervisor who could not tell me what it is or who makes that decision, who to contact to resolve it. Only thing they could tell me is to make my purchase elsewhere. That wouldn't be a problem if they hadn't awarded me $142.50 worth of points that are only accepted through their website. They are refusing to accept my orders on the website or over the phone and no one can explain why, I believe it's because they do not want to let me spend the points.

  Business Response

  Date: 04/29/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** Points. Base on our records the customer purchased an ********* on **/** and used his rewarded coins ($142.50) toward this purchase. He also earned 3338 points on this order.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased WH-CH720N Wireless Noise Canceling Headphones online from **** directly on purchase order #******** on 4/8/25. Delivered 4/10/25. Audio occasionally cuts out for less than a second. This happens one to two times per hour. I have tried every **** customer service voice line, chat, and text line. All say my issue cannot be resolved, but no human has responded. If product is defective, would like my money back. If issue can be fixed, would like it to be fixed.

  Business Response

  Date: 04/24/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** headphones WHCH720N. We offered technical assistance and was determinate unit needed to be exchange, customer agreed to get exchange under the warranty.
  
  Sincerely,
  
  *** ****
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been some sort of bubbling effect or from what I've recently learned a problem with the Anti-Glare coating happening underneath the screen of my **** 65 A95K which I purchased in July 2023. Ive posted a couple of photos showing what some of it looks like, there are patches like this on the entire screen, and it seems to me that it is progressively getting worse. I believe it has always been like this since I unboxed the TV and that it took me a few months to notice it around December/January when I first started ***orting it to ****. I purchased the TV and hung it on the wall and havent touched it since. They claim that it is physical damage and that it doesnt fall under manufacturers warranty and refuse any further help on the matter. I gave up the last time I called **** because honestly, I was defeated. I couldn't take another customer *** from either Best Buy or **** telling me to call the others phone number one more time. I have returned in hopes of finally resolving this. I purchased the TV from Best Buy and they have given me the run around for months, I have spent hours talking to each of them on the phone and both just say the other must do something to repair it. **** says Best Buy must have their **** *** contact **** for an RA number, Best Buy says that **** must fix it and they cant touch it within the 1st year since its under their manufacturers warranty. I dont know how or why **** came to the conclusion that this is physical damage without inspecting the TV in person, I've sent photos of the bubbling thats happening. Its extremely disappointing that *** been having to deal with this from ****. I have received no further updates as of April 2025, my last appeal to **** is to make this complaint on BBB. It is unlikely that I will purchase **** again considering the lack of understanding regarding the issue I have experienced. Hard earned money and trust was given to **** and I feel betrayed by customer support.

  Business Response

  Date: 04/23/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the ******* XR65A95K. A Limited Warranty is provided with any tv that warrants against defects in material or workmanship for a designated period. However due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist with the repair/exchange.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Thank you for your response regarding my complaint about the **** XR65A95K Tv.
  
  I respectfully disagree with ****s assertion that the TV was diagnosed with physical damage. At no point has **** physically inspected the unit in person. The conclusion appears to be based solely on photographs or assumptions, without a proper technician assessment. The damage in question is under the screen, not the result of any external impact or misuse, and the television arrived in this condition upon delivery.
  
  This exact issue has been widely documented on ***** own community forums and other platforms. Multiple customers have reported receiving TVs with similar sub-panel damage out of the box on AVSForums, **** Community Forums, Reddit etc, and in many of those cases, **** honored the warranty and issued replacements, clearly recognizing the issue as a manufacturing defect.

  
  It is unreasonable and inconsistent for **** to deny warranty coverage in my case while acknowledging identical issues in others. I am requesting a fair and proper evaluation of the unit and reconsideration of my warranty claim. I would be happy to provide additional documentation, photos, or make the unit available for inspection by an authorized **** technician.

  Here is a link to my **** community forums post: ********************************************************************************************************

  I appreciate your attention to this matter and I look forward to a resolution that aligns with ***** commitment to product quality and customer service.
  
  Sincerely,
  
  ****** ******
  
  
  
  
   

  
  

  Business Response

  Date: 05/15/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the ******* XR65A95K. Due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist with the repair/exchange. As a goodwill gesture we offered a discount towards a new purchase, still waiting for customer decision. Offer available until 5/28/2025.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   **** never diagnosed my TV. The **** 65A95K I purchased came with a manufacturers defect (delamination) and **** voided the warranty on the spot. This serves as a warning to anyone considering **** products in the future, beware.

   
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a warranty claim for a broken hinge on my **** WH-1000XM5 headphones, which broke under normal use. **** denied my claim, stating the damage was physical, despite the fact that I never dropped or mishandled the product.I provided photos, proof of purchase, and worked through multiple levels of escalationincluding National Customer Relations. Only to be denied and offered a 15% discount on a replacement headband.I believe the product suffered a structural failure and should be covered under the terms of the warranty. Im requesting that **** honor the warranty by repairing or replacing the unit at no cost.

  Business Response

  Date: 04/23/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** *** about the **** headphones WH1000XM5/B. A Limited Warranty is provided with the product that warrants against defects in material or workmanship for a designated period. However due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist you with the repair/exchange.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I submitted this warranty claim because my WH-1000XM5 headphones broke at the hinge during normal use. **** denied the claim by citing physical damage, despite there being no drop or misuse. The damage occurred under regular use and should be covered under the warranty for defects in materials or workmanship.
  After ****'s refusal, I researched the issue and found many other users reporting the exact same failure. This is clearly not an isolated case, but a design or structural flaw. Examples include:
  ****************************************************************
  ****************************************************************
  ************************************************************************************************************************************************
  ***********************************************************************************************
  Given this clear pattern, I am asking **** to take accountability and honor the warranty through a repair or replacement.

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** *** about the **** headphones WH1000XM5/B. Resolutions for physical damage fall outside of our warranty policy. We previously extended a goodwill offer of a discounted new purchase, which was refused. We have exhausted all available options for accommodation.
  
  *** ****

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I am marking this case as resolved only because the Missouri Attorney General intervened and Sony agreed to a no-cost replacement. I want to be clear: Sony did not resolve this issue through the Better Business Bureau process, despite multiple rejections and dismissive responses. The outcome was reached outside of BBB, and only after sustained pressure and escalation.
   
  
  Sincerely,  
  
  
  
  **** ***
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Type: A problem with a product or service Product: **** Bravia XR-65A80L ******* Purchase Date: [Insert your purchase date]Location Purchased: ****** ****** Amount Paid: [Insert CAD amount]Complaint Summary: Defective **** Bravia TV audio failure within months; seeking professional inspection and appropriate resolution. **************** was dismissive and unhelpful.Details of Complaint:I purchased a **** Bravia XR-65A80L ******* for approximately [insert CAD amount] in [Month, Year] from *******************. Within four months, the TV developed a critical issue: the audio cuts out completely within seconds of turning it on.I contacted ************ customer service and received little useful assistance. As a long-time loyal **** customer, I was deeply disappointed by the lack of support. After exhausting local avenues, I mailed a formal complaint to ***** head office in *****, hoping for a more thorough and respectful handling of my case.However, **** Japan simply forwarded my letter back to ***********. I then received a **** response from the same representative I had originally dealt with (********), who wrote in effect, I told you so, without addressing the core issue or offering any proper ************* this stage, I am not asking for a replacement or a refund. I am simply requesting:A professional, independent technical inspection of the unit arranged by **** An honest and fair assessment of whether the device is defective A clear path forward based on the findings not dismissive responses I have documentation to support the complaint, including the original purchase receipt, warranty details, technical issue description, and copies of all communication with *********** and **** Japan.

  Business Response

  Date: 04/17/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********** about the ******* K65XR80. Be aware the customer is from ******. **** made valid the warranty completing a repair on feb *******, customer asked for a second tech evaluation to make sure everything is working fine after the repair got completed, we advised the customer the technician conducted the required tests to ensure the television is operating properly. If there were any performance concerns, they would have been reported and addressed. Therefore, there is no need to arrange for another service visit.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As  **** failed to check on other components on my TV as it failed within 3 months.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Business Response

  Date: 05/13/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********** about the ******* K65XR80 *******. We tried to contact *** ********** to offer in warranty technical support, unfortunately we were not able to get in contact.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Sorry I will contact first and reply back to you later. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a **** *********** receiver that started making popping sounds whenever large electronic devices are used in my house. My installer diagnosed the problem, contacted ****, and **** sent me a shipping label via RMA for repair. Here is where the issue begins.I called **** support to ask them how to ship the device, they recommended paying for fragile shipping (out of MY pocket). I did so and shipped the device. Now ************ (****'s partner) is saying the device was damaged in shipping and want me to pay 600 dollars more out of pocket. I have talked to **** 6+ times now and been assured 3 times it would be covered, no problem. But the support *** keeps changing and saying something different to ************. ************ will not agree to even diagnose the original problem until they are paid for damage that I do not see as my responsibility. I can't get **** to help me resolve the issue. It has been over a month.The facts as I see them:I shipped the device per ****'s instructions.I did not pick the shipping company, **** did. They are saying I should have gotten insurance?? It's their label and their partner shipper and they did not instruct me to get insurance.************ is their partner, yet I am stuck in the *******************'s pricing for repair is not in my control. I did not pick this company, this is ****'s ********** has been greater than 1 month trying to get a fix for a manufacturer problem for a premium device.I want the ********************** done and my device back. Please.

  Business Response

  Date: 04/17/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** receiver STRAZ5000ES. The unit got damaged on the way to the service center, as a good will gesture we advice the service center to return the unit to customer to complete a full exchange on the unit, customer agreed.
  
  Sincerely,
  
  *** ****