I've purchased a Sony surround sound system less than three months ago. Out of nowhere, the push power button pops on the receiver. The next morning, I called Sony's 1-800 number and they told me to package the system and send it back being it was covered under the manufacturer's warranty (which cost me $42 to ship back). It was shipped back on March 25, 2011 and today is April 11, 2011 (the package was received on the 28th of March). Today, I received a phone call saying that there's a damage to the unit and it would cost me a $180 to repair the unit, which is ludicrous, because there was no damage on it when I sent it to the repair center.
Consumer Complaints & Reviews
I ordered a Sony (Model: MHCEC79i) mini stereo system from Sears. It was supposed to be 380 watts 3-speaker system which was on the display shelf. When I went to pick it up, they had the wrong system. It was a 360-watt system with 2 speakers with the same model number on it as the 3-speaker 380-watt system that I ordered. I told receiving that it was the wrong one and they told me it was the one I ordered. I said no and it was not the one they had displayed on the shelf for $139.00.
We went back and forth and the sales person I went to agreed with me and said that Sony must have kept the same model on the two different units. We agreed and he said, "I guess I will have to give you a refund because I cannot resolve your problem. It must be Sony's way of doing business." I was not happy so I left and went to a different Sears store in Buffalo, NY. They had the system on the shelf that I wanted but said that they had run into the same situation with other customers. I said, "How can we resolve this false advertising situation?"
I asked, "Since you cannot sell me the system displayed, can you sell me the display model as I already had my heart set on it?" The sales person agreed and said that he would put the new model with the same old model number in replacement of it. I spent a total of three hours trying to resolve the situation and still ended up with a used display model because I needed to have a system in my blank space that I had designated to the stereo of my choice.
I liked the looks and the power of this particular Sony model. Plus, I have a business which I needed music for my customers to hear. How can they misconceive the consumer in this way? I am very dissatisfied as a consumer by both Sears and Sony Electronics. The first Sears warehouse clerk was rude in his demeanor by saying that I made the mistake and that it was the one I ordered. The sales clerk from the same store agreed with me as he knew that something was wrong with the product number so he let me purchase the used model.
Where do I go? What do I do? I wanted a new stereo, not a floor display, but I was in a crunch and did not have any more time to waste. I still want the new same model that I ordered at a discount price or something comparable. New York law must have some laws on false advertising. I am happy that I was able to fill the empty space but I am a very unhappy customer from both Sears and Sony. They should get relations together because one hand does not know what the other hand is doing.
Please help resolve this problem. I would have purchased the next more powerful model up but I did not have the funds available at the time and I would have purchased another brand but they had no comparable product. I have all the receipts from the store and confirmation pick up slips from Sears if this may help. Thank you. I hope that we can get this problem resolved as I know I was not the only one with this issue of false advertising. I was a Sony advocate, purchasing Sony products for many years and many items. But not anymore, as I will inform others of this situation if this problem is not resolved.
I recently ordered a replacement remote control for a Sony Home Theater system. It lasted a few months past warranty, but sometimes things happen. Fortunately, my credit card doubles my warranty so I could replace the remote and they would reimburse. All I needed was a copy of the replacement's invoice.The Sony Accessories website kept rejecting my credit card so I called the order in on Oct 20th. After 20 minutes on hold, I placed the order with no trouble, was told I would have the product in 5-7 days and the invoice would definitely be in the package.7-days later. The website still was not showing my order, so I called again, was told that their warehouse was upgrading software and was running behind but it would "definitely" be shipped the next-day.
Another seven days later, website still didn't show an order so I called again. Apologies but still hasn't shipped, would ship "very soon." I received the remote 21 days after the order and there was no invoice in the box, only a packing slip. Called Sony again (15 minutes on hold) to request an invoice. They promised to request one be emailed to me and I would receive it in 2-3 days. After 4-days, I called again to inquire, was again told that the warehouse was having software difficulties and the invoice would be sent as soon as possible (no idea when). I requested a supervisor and they disconnected my call. By then, I was really steamed, so I called back, waited through 25 minutes on hold and was lucky enough to get the same person "Pat." This time, instead of getting me a supervisor, she gave me the "your voice is breaking up. I can't hear you" even though I could hear her fine.
She finally hung up on me, even though I kept asking for a supervisor. I called back again, got a person named "Neil" who was nice enough to explain to me that the warehouse was unable to send emails due to the system problems but he offered to escalate the call to next level of support and stay on the phone to be sure I wasn't disconnected (finally someone who provided "customer service"). The person who I talked to promised to call me back tomorrow to let me know what they can do. This has been the absolutely worst experience I've ever had ordering something from any company via phone/email/mail. The delay in shipment, telephone hold times, unhelpful/misinformed staff and inability to provide a basic document of commerce (an invoice) are incomprehensible in a company of the size and reputation of Sony Electronics. I will be very reluctant to purchase another Sony product and will very vocally warn off anyone considering such a purchase.
On Sept. 16, 2010, my son ordered surround sound speaker wires on my credit card. Halfway through the phone call, he got disconnected. He called back immediately and told the customer service person that he wasn't sure if the order was complete, because he had given the card number but hadn't yet been given a confirmation number. The person took the info and said they had nothing in the computer for the sale. So he once again gave my credit card information and the order was completed. He got an email a short time later showing both orders went through. He called and told them it was a mistake, that he only wanted one set of wires. He was told that it was too late to credit the account and once we got the wires, we could send them back for a full refund.
Both sets of wires were delivered over a week later. I called and explained the situation and was told that I would have to send them back, at my expense. On Oct. 6th, I mailed each set back with signature required. I have proof from the post office that both sets were signed for on Oct. 8th. I was told that I would have a full refund within 7-10 business days. Today is Nov. 2, 2010 and I have yet to get any refund. I have called several times and each time, promised a full refund, but nothing happens. I have been hung up on by more than one employee, tonight being the final time. My next step will be to take legal action to get my full refund of $200.44. I have proof and recorded phone calls of every single Sony customer service reps promising full refund and also the signed return receipts from the United States Postal Service. I will wait exactly 3 more days and if I have no response, I will take matters further. Cheryl **
I purchased a Sony Home Theater (DAV-DZ510) on 17-Aug-10 from the Sony Center (Plot no. 23, Sector 19C, Palm Beach Road, Vashi, Navi-Mumbai 400 705, Tel no. 91-22-27891010/12/13, Email: sonycentervashi@gmail.com).
I might have given more than 25 calls and personally visited to this Sony Center to get the system installed. Even then, as of today, it is not installed. It is nearly 2 months from the date of purchase. At this moment, I am very frustrated with your services and request you to take your system back. I don't expect such kind of services from a renowned company like Sony.
On August 17th 2010, I purchased Sony Home Theater (DAV-DZ510) from Sony Center, Vashi with invoice/bill number ** and address at Plot no 23, Sector 19C, Palm Beach Road, Vashi, Navi-Mumbai 400 705, Tel no. 91-22-27891010/12/13 and e-mail id sonycentervashi@gmail.com. I might have given more than 25 calls and personally visited Sony Center, Vashi to get the system installed. Even then, as of today, it is not installed and it is nearly two months from the date of purchase.
At this moment, I am very frustrated with their services and request for appropriate action on guilty person for this mental torture or take their system back. I am not able to make use of this device even after paying full payment. I don't expect such kind of services from a renowned company like Sony.
Thanks for providing portal to bring out our dissatisfaction and thanks in advance for all the support.
I have purchase Home Theater system from Ezone Indoor on 23.05.2010. The system was installed on 24.05.2010 in my home. However, after 2-3 days, the wires which were installed begin to fall from walls. I have lodged a complaint (complaint no: **) on 28.05.2010 for proper installation and redemo. However, to date no one has visited my house. My drawing room is looking weird and all because of Sony. I want this mail to go to senior officials of Sony so that they can know the condition of after sales service provided by Sony. I am highly disappointed with your company response.
