• Report: #991358

Complaint Review: Sony

  • Submitted: Fri, January 04, 2013
  • Updated: Fri, January 04, 2013

  • Reported By: John — Bound Brook New Jersey U.S.A.
Sony.com Internet United States of America

Sony Sony Blu-ray 3D Home Theater Sony LED TV Sony to it's consumers: STICK IT! Internet

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On Dcember 20, 2012 I received an e-mail from Sony Electronics saying there was still time  to buy gifts for the hoilday. So I went to their web site and purchased a Sony Bravia 46" LED TV for $1600.00, a Blu-Ray 3D Home Theater system for $430.00, and 5 year extended warranty for $250.00.  I even paid $60.00 extra for the shipping so that it would arrive by the 24th of December, notwithstanding they were advertizing "Free shipping in time for the holidays". A day later I receive another e-mail thanking me for order and advicing me I would receive my or December 26th, after the Christmas Holiday. I called to cancel an was told it was to late, the items had been shipped but I wouldn't recieve them as promised for the holidays.  Fine I said, I'll return them when i get them.  The packages arrived yet another day later, the 27th. I consulted with my wife, they were gifts for her, and she decides she wants to keep them (First mistake!). We contacted the Geek Squad at Best Buy to come out and set everything, cost $169.00 (plus a $50.00 tip for for the great service).  Unfortunately, they couldn't complete the installation because the surround sound amplifier was defective. But the speakers were mounted and all the wiring was completed, as they explained have Sony send you another surround sound amplifer plug it into the electrical socket and plug these two speakers wires in and you'll be good to go. Well, it sounded easy enough, then I spoke to Sony customer support. What a freaking disaster!!! First I had to spend two hours on the phone with Sony tech support trying to troubleshoot the problem. All to NO AVAIL!!! It was as the Geek Squad guys said. their is a defective surround sound ampfiler.  So I said "Can you ship me another amplifier?"  He responded; "No, you have to return the entire system to us for repair." I then explained, "I just spent a couple hundred dollars getting this thing set-up, just send me a new ampflier".  He responded, "Sorry, can't do it, you must repackage everything and return it so we may repair it." At that point, I had it.  I said. "I got a better idea: I'll return everything to you, you keep it, refund my money.  I'm not going to allow you to cost me any more of my time, energy or money. This is ridulous!!  I subsequently posted a complaint on another customer support review site against Sony.  The following day I get a response from Sony  rep Pat Kennedy saying that he can help with this issue and to contact his team at the phone number noted. You will not believe what folowed next. I called and their Rep Mark said Pat instructed us to offer you $50.00 as a means of resolving this issue!!!! The following is my response to Pat Kennedy:  "Pat Kennedy when I read your response to my earlier post I thought "Wow, finally, finally someone there at Sony gets it".  How wrong I was!  I called as you recommended and spoke with Mark who pleasantly told me the resolution you proposed to resolve this problem is $50.00, to help compensate me for the $169.00 I paid to the Geek Squad for trying to set up my new Blu-Ray Home Theater system with the defective surround amplifier. That $169.00 (not to mention the $50.00 tip -I appreciate good service as I see so little of it today) that will have been for naught because to repair ONE component of a seven component unit WE must take all the speakers down pack EVERYTHING back up in its original packaging material and return to Sony for repair. As I was reminded, at Sony the warranty is for repair, not withstanding the fact it is supposedly a brand new product purchased over the Christmas Holidays.  That these demands are being placed on me, and at my time and expense and inconvenience is absolutely unacceptable. You could have simply sent me a new surround sound amplifier (it costs less than the $50. you offered me) and KEPT YOUR MONEY. I don't need it.  What I needed was effective, competent, cooperative customer service team that doesn't shoulder me with the burden and expense of addressing  defective products you sold me. Consequently, I will be returning The $430.00 Blu_ray Home Theater System, the $1600.00 46 inch LED TV, and the $250.00 extended warranty.  Sony's utter inability to address what is a totally insignificant minor affair, and turn it into a situation that has cost your company a $2500.00 sale, not a mention the lost hope of me or my family (and if I get my way my network of friends) of EVER buy another Sony product, is amazing. Sony's customer service is a case study in HOW NOT to TREAT your customers.

This report was posted on Ripoff Report on 01/04/2013 02:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sony/internet/Sony-Sony-Blu-ray-3D-Home-Theater-Sony-LED-TV-Sony-to-its-consumers-STICK-IT-Internet-991358. 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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