• Report: #1147386

Complaint Review: Sony Corporation

  • Submitted: Fri, May 16, 2014
  • Updated: Wed, June 11, 2014

  • Reported By: Katie — Clayton North Carolina
Sony Corporation
Laredo, Texas USA

Sony Corporation Sony Customer Service has gone down the drain Laredo Texas

*Author of original report: New, worse problems now

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Ever since I got the A7 camera and accessories ($2500 worth of equipment) December, 2013, I've been having trouble getting focused photos with it.  Each time I called, I got advice on settings and nothing worked.  Because I kept getting the runaround, too much time lapsed and they wouldn't let me return the camera, just send it to the Laredo Repair Center.  I've been a Sony customer for close to 20 years now yet I'm being treated rudely and reps keep giving me wrong time frames. They've even misspelled my email address a couple of times, so I wasn't receiving notifications from the technicians.  

They told me they would expedite the situation and they sent me an overnight FedEx label so their repair center would receive it next day.  I was told to give them 48 hours.  When I didn't hear back, I kept calling and being told different things.  On Friday (a week ago), I was told that I would have an answer by Monday and that he felt I would be happy with the answer. [continued below]....

.....  I heard nothing on Monday so I called again and the rep refused to transfer me to a supervisor.  I called back and argued with the next rep until I finally got a supervisor.  The Supervisor told me it went to their engineering dept. for further analysis and that a tech would call me.  I wasn't about to wait for that, so I called this morning and was met with rudeness a couple times.  One person refused to transfer me and the next told me he got an email saying that they are checking the "drive problem", that it could take up to 5 business days.  I have no clue what they're talking about and the rep had no idea either.   So I asked to again speak to a supervisor and after much protest, I was  on hold for over 15 minutes, waiting for a supervisor. I was told a Rep. would be reaching me.  I finally heard from a Jose Gonzalez who told me that he had been to my website and that now that they understand what kind of photos I take, they can adjust the camera accordingly.  I explained to him that at this point I just want a credit for the camera.  I don't want them to repair a brand new camera and send it to me.  I argued with him yesterday until he finally agreed to handle it himself.  He went to talk to a Supervisor and told me he would call me tomorrow (which is now today) and that they just had to verify paperwork on the sale, which was done through the Sony store online.  He never called me, so now I get to wait through another weekend until they open on Monday and hound them again.  I just checked the status online and it says a part is on backorder.  WTH?  What part?????  So they are absolutey refusing to honor my request and just saying whatever it takes to get me off the phone.

I don't want them to repair a brand new camera and send it back to me.  I didn't pay that much money for something "refurbished", which is basically what they're doing.  They don't even have to give me a refund.  Just give me a credit like I asked to begin with and I'll get a different camera.  This runaround is unacceptable.  I'm very surprised and don't know what has happened to Sony.  I buy mainly Sony products and have always found them helpful, but it seems things have gone downhill and they really don't care about their customers.  I'll be contacting the Consumer Protection Agency through the Federal Trade Commission on Monday. 


This report was posted on Ripoff Report on 05/16/2014 05:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sony-Corporation/Laredo-Texas/Sony-Corporation-Sony-Customer-Service-has-gone-down-the-drain-Laredo-Texas-1147386. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

New, worse problems now

AUTHOR: Katie P. - ()

After weeks of arguing every day, they finally gave me a gift card for the camera.  Then I had to fight for a gift card for the adapter.  They were going to send me back an adapter that wouldn't fit my other camera and would have been a total waste for me without the camera.  Finally after struggling to get that, and with the help of a very nice salesperson with Sony, they gave me the credit (although I have yet to receive a tracking number on that).  Now a bigger issue has cropped up. 

Sony has promotional plans to make it easier to pay for their products.  Anything $199 and above gets 6 months 0% financing. Anything $499 and above gets 12 months 0% financing and then they have specials for 24-month and 36-month financing.  At the time they had a 36-month financing on the A7 and since the camera and adapter were very expensive, I chose that option.  The sales rep must have entered 6 months instead of 36 months without my knowledge. I notice that the reps in the Phillipines can be very rude to customers and they make mistakes, like spelling email addresses wrong and not removing old phone numbers when requested.  Sony had trouble reaching me because twice they spelled my email address wrong (and they admit to that).  And they had an obsolete phone number in there that we haven't had for over 6 months.  


I didn't have any reason to pay attention to the promotion aspect of my statement (online) because I knew what the promotion was.  I just made the payments I knew would have the debt paid off before the higher interest kicked in and went back retroactively.  Interest is 29.9% which used to be usurious.  I discovered the mistake a couple of days ago because when I went to pay the bill, it had a promotion ending warning that showed me that if the balance wasn't paid off by June 22nd, I would be charged the cumulative interest at 29.9%!  I called immediately, but because I didn't catch THEIR mistake the first statement, I am to be penalized for it.  Now I have to scramble around and find a way to get that money to pay it off before June 22nd, which may mean incurring other fees.

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