Sony Electronics, Inc. Corporate Office & Headquarters

Dear Sirs, My name is John. There is no reason you would know me although over the last 4 months I have spoke with many of your employees. They have been for the most part pleasant and with the latitude they seem to have, they did what they could. This seems to be the issue as I see it. SONY, it appears, has a cadre of goalies. My story would or should make Masaru Ibuka and Akio Morita turn over in their graves. I have been a loyal SONY customer since I joined the US Navy in the early 1960’s. I am now 66 years old and in my home I have a 65” SONY Television, a 50” SONY Television, a SONY BluRay Player, a SONY 4 head VCR, a SONY Play station, a SONY a350 DSLR Camera, and other lesser SONY products. I have owned 3 SONY Viao computers and have not owned anything but SONY televisions since your first generation TRINITRONS. I purchased a SONY Cybershot DSC-W370 in November 2010 for my granddaughter for Christmas. This will be the absolute last SONY product I will ever purchase. I make this statement, not because the unit broke, things like that happen. The real issue is the lack of effective resolution and the time it took to resolve the problem. I have been calling SONY’s Customer Service number since January in an attempt to get a $160.00 camera working. The time I spent and the time spent by your CSR’s it seems to me was overkill. When I called initially, I went through the troubleshooting with the representative and it was determined by the representative, the battery was the issue. After the second call the representative stated SONY would send me a battery and a charging unit as we were not sure the charging unit was operating properly. The charging unit arrived a few days after the call. The battery did not. A month or more went by and still no battery. I called to follow-up. I was told “the batteries were on back order and there was no expected date of arrival”. I was stunned. I could not believe a company as large as SONY would be brought to its knees over a battery. The batteries were being sold at retail outlets for $41.00 at Best Buy or under $15.00 on line. I asked if I purchased one, could SONY reimburse me and I was told “NO”. I asked to speak to a supervisor as it seemed to me that if SONY could not acquire the battery and I could we may be able to put the issue to rest. The supervisor apparently had to ask his supervisor and I was told I could buy a battery and get reimbursed. The caveat was I would have to buy it from the SONY STYLE on line store for $33.99. I promptly did so and the battery arrived in a few days. As instructed, I faxed the invoice to the number provided totaling $46.96 which included tax and shipping. Much to my chagrin, SONY only reimbursed the 33.99 even though SONY’s customer (ME) spent $46.96. Finally in late March, after speaking with more “goalies” I finally got a representative to issue an RMA. I sent the unit to Laredo Texas for repair and it was received there on March 31, 2011. I waited until April 20, 2011 (3 weeks) to follow-up as I had not received any status update. After speaking with 2 representatives, I was told it was going to cost $90.00 for the repairs. I asked why. I was told it was because there was no proof of purchase with the camera. When I asked “when was the date of manufacture” I was told March 2010. I stated during my initial call I had to provide a serial number to the representative. I believe that was to determine whether the camera was under warranty or not. If in January I am calling about a camera which was manufactured the previous March, common sense should take over and the discussion should be over. I was told that is the way it is and I would have to fax a copy of my bill of sale or it would cost me $90.00. If you would like to verify my statements please check my “latest” event number #E49854779, I had about 4 in total. They kept changing them, probably a monthly thing. I would suggest: 1. Either allow your CSR’s more latitude to solve issues at the lower level or replace them with “NO” buttons. 2. With the $12.97 you save not reimbursing for shipping and tax, buy more batteries on line @ www.bestbatt.com for $10.50 and have a supply handy for customers like me. 3. Familiarize yourself with Joe Girards “Rule of 250”. Not only does it work as a sales tool, it also works in the negative. I have never been so upset with a company in my life. 4. The good news is I am 66 years old, you will only lose my business for a few more years. Regards,

I had no idea Sony had these problems since I never once had to service my computer in four years, but I've got the story to beat all stories. Took laptop to Sony Style for a simple virus removal. The senior tech had just left. Four and one-half hours later, my laptop was completely inoperable and the fan was damaged. Sony Repair in San Diego had my laptop for over one month and sent it back to me with an inoperable optical drive, which was also fine before Sony got hold of it. Sony tech support told me to update firmware for the drive, but I couldn't go online because I couldn't download my internet security program from the optical drive. Sony told me to copy the program onto my only flashdrive, which was brand new and held all my back-up data. Somehow in this process instructed by Sony, all my back-up data was lost. Without my laptop for three months and now no back-up data and Sony has refused to even refund the $200 paid for the initial virus removal that caused the entire ordeal.

Sony I will never buy another one of your product. Your service centers suck, there is no reason for customer service to be an a--hole. Problem solving, there is none. What you do have is nasty, rude, customer service rep. No supervisor or manager, just a bunch of peon. Trust and believe when your business lose enough customer you are going to wonder why. I for one will never buy another product that you sell. Your company just cannot service my needs. And another thing stop using cheap product in your TVs, maybe they might last longer. Wait until I tell my friends, word of mouth can get more results then your service center.

I stopped buying Sony products years ago because they consistently break down right after the warranty ends. Every product I have ever bought from Sony, and there were alot of them, broke down!! I either had to pay a fortune to have it fixed or ended up throwing it out and forced to buy a new one. Sony uses cheap components in their products which break down quickly. Customer service is a joke too..!! All they want to do is charge you to repair the product. They refuse to let you speak to a supervisor or manager, and are rude and nasty. They lost me and my entire family from ever buying their products ever again..!!

SONY SERVICE IS ABSOLUTELY TERRIBLE - ALMOST NON EXISTANT!!! I purchased a custom Vaio in October 2010, including extended warranty for a total of $5,000. It worked one week! It is now mid February and I still don't have a computer. The Techs don't have a clue (24/7 is a joke - they can answer the phone, but there is no one available to take responsibility or make a decision to do anything.) I've received 3 sets of recovery discs - all WRONG and each taking 8-15 days for turnaround. I requested overnight delivery! No such thing! Customer Service says they will expedite, but nothing happened. The wrong discs came AGAIN in 10 days! They finally decided a tech should come out and determine if the computer needs to be re-imaged. My IT guy said not unless the tech can actually do the re-image. No, he cannot. He can only say yes it needs to be re-imaged. So my IT guy says let's skip that and send it back. Sony says OK, but it will be via ground service. But I have extended warrenty for expedited service - except I didn't get it registered before it quit, so the warranty people won't even talk to me. The tech people transfer to Customer Service offices that are "closed for the day" instead of telling me they are closed. So I'm disconnected and have to call again and go through the same delays: people who can do nothing and cannot help. This is my 4th Sony Vaio. If I had had half of the trouble with any of the others, I would NEVER have purchased another one. I wish I'd found this web site with the reviews BEFORE I'd made my purchase. I'm really disappointed. No one returns my calls; everyone is so sorry (well trained), but Sony service is non-existent as far as I'm concerned.

My Sony Vaio's fan went out. I called the customer service India call center and was told someone would call me back within 2-3 business days to set up a time to fix the recalled fan. No one called. I called back about a week later, was told the same thing. I must have called about 20 times and it's been over 3 mos. I've been told that my account has been escalated 5 times now and that someone will be calling me. No one ever calls. I'm VERY frustrated to say the least. I won't be purchasing another Sony product ever again and will now be switching to Mac's.

I purchased the Sony Bravia KDL-46XBR4 (aka 46" TV) about 2 years ago for around 3,000$. I started having problems with the screen having real bad shadows. After calling sony I was told there is an extended warranty on the LCD Panel of the TV. I jumped through hoops to even get a Sony TV repair business to even look at it because i was told sony will not reimburse the tech's fully for what they do to fix the TV. The LCd Panel is $2,367.83. They are OUT OF STOCK in thewhole USA and NO eta of the availability. After escallation of my claim through sony i was told i would be contacted with in 72hrs for a solution to this problem. AKA give me a new TV.. NO CALL. I called Sony and was put off AGAIN another 4 days. Sony should be named PHONY..

I feel the same as Julio. I bought the President of my company a new Vaio laptop like the one he had before and spent $2400 for top of the line. It performed well for him until the power connector broke. I initiated a repair call on November 30th. It was supposed to be fixed within 6 - 8 business days at my office. The part was shipped to the wrong address and the technician informed me of this fact. I then called Sony and they told me that I needed to talk to the repair technicians Supervisor and he would be the one to order the new part. I called back on December 15th to find out that no parts had been ordered and that my case had not been updated. I then spoke to 2 different people and the last person I spoke to promised me the parts would be ordered and expedited so the repair could happen. I called on the 16th to find out they couldn't tell me if the parts had shipped or not and that I needed to contact the repair technician and gave me their number. I called them and they said that they only saw the order as being put in only that morning. No parts had shipped. I called Sony only to get transferred up to a Manager on the East Coast and that they couldn't tell me if the parts had shipped or not. I did not call back on Friday the 17th and waited until Monday the 20th. Monday came and I spoke to 2 different reps and the last person told that I could have and should have opted for Depot repair on the 15th. She then setup a depot repair for me of which I was to receive a box to ship the Vaio back in on Tuesday the 21st. This was a guaranteed delivery to arrive to me on Tuesday. I never got the box today to depot the laptop and was told today that the normal lead time for a depot repair box is 2 - 3 business days and that I will receive my box tomorrow. I am so fed up with this b.s. that I am going to try and contact Sony Corporate tomorrow. I will never recommend Sony Customer Support to anyone. I am an IT Manager and have dealt with IBM/Lenovo, HP, Dell and even Acer, but Sony takes the prize for poorest customer service.

SONY IS SUCKS I WILL NEVER BUY A SONY VAIO AGAIN THEY NEVER COVER THE WARRANTY PLEASE DON'T BUY ANY ITEMS OF SONY

Never again my friend got a labtop on april is october and it has been giving her trouble since then she is traying to get a new one since and there coustomer support said there was no record that she has been calling. nor from the sony analyst. This computer was recall I can belive they still lefted for people to buying knowing that they were over heating. NEVER AGAIN<<<

I picked out my Sony Vaio because Microsoft recommended them as one company that supports there product. Boy was he wrong. First on my computer I purchased an extended warranty, Before I bought the warranty I called the company to make sure it was the warranty with accidental coverage since I was going to be caring the computer around with me. The man on the phone said it was, but when I went to use the plan they only sent me the plan that that covered the parts not if the computer got dropped. So I was out 300.00 dollars. I repair computers for a living and I have had this one computer here for 2 months because Sony can't send out the right recover disk. I get the same excuse that they can not overnight ship the OS becouse they are up dating there system. How long does it take to up date there system. super poor rating is what this company need. Since I work in retail I will not be recommending is company again.

ive been wanting a ps3 for 2 or 3 years and finally i get one. oh my gosh this is the best consle you could buy.the technology that is inside the ps3 is nothing youve never seen before its truly amazing

I have been a long time Sony pc loyal customer. I will never buy a Sony vao again!!! the computer is fine. the customer service is HORRIBLE!!! After five years my operating system was corrupted. I had to order a recovery disk from them. First blunder is I was charged $23.00 for fed-ex overnight delivery as per my request. when my cd did not arrive the next day, I called them and was told that they are updating their systems and do NOT OFFER OVERNIGHT DELIVERY. What?? why was I then charged for overnight delivery???? I have had customer service reps put me on hold and simply dont come back to the phone. Sometimes i spend close to two hours on hold and being bounced around. I was told my refund request for the overcharge on shipping was being forwarded to the "next level of customer service" on 10/04/2010 as of this writing,10/20/ 2010 i am still waiting for my refund! Because of our poor economy that overcharge of $23,00.00 was part of my food money for the week. When i complained to them they simply sir you to death and do nothing. i asked them where they are located and I wanted names. they tell me they are located in the phillipines. this is crazy. NOBODY CARES about customer satisfaction. My refund should have been expedited because of THEIR ERROR IN CHARGING ME FOR A SERVICE THEY DID NOt OFFER. Here is the sony parts and service number where my nightmare took place: 1800 488 7669. I woman who calls herself "john" originally took my order. A woman who calls herself "pat" told me to hold on and never came back to the phone to help me. A woman named "MYRA" in the next level of support at extension #5717 (she claims) is the one who sirs me to death with no results of my refund.my e-mail address is ebookcelebrities@yahoo.com If SONY dares contact me to get the order number to verify everything I have written here. I WILL NEVER BUY A SONY VAO AGAIN!!!!

They have had my ps3 two times since beginning of September. I truely don't think Anyone in their service area has a clue ! Not even their service update page is correct. It says 7-10 days but on the phone they say it is really 8-14 days. HAS this company ever heard of FALSE ADVERTISING ......... SOOOOOO FAKE. DURING the month of September between REPAIR and FEDEX (Fedex only had it two days on each transport -- so 6 days so far.) Respair has had my NEW PS3 SLIM ALMOST EVERY DAY IN SEPTEMBER except a couple of days...AND NOW OCTOBER . IS there a SUPER POOR RATING ....PLEASE. Colleen