Sony

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Sony has strong name recognition but, to put it mildly, doesn't have the most sterling record in the customer service area, as the complaints about registration procedures and the Sony repair center demonstrate.

Cliff of Pioneer, CA April 7, 2009

Cliff of Pioneer CA (04/07/09)
We have been given the runaround on a camera that is on a recall, Sony says the part is not available and the authorized service center says it is, Sony has given us only limited information and when asked to speak to a supervisor, they are not available and only return calls at the time when it is convienant for them not when I am availble, they do not treat the customers as if the issue is of any value.

Luz of Houston, TX April 1, 2009

Luz of Houston TX (04/01/09)
I bought a Sony DSC-W55 Digital Camera in June of 2007. The camera broke down in November of 2008. My problem is that my niece has the same camera and hers had the exact same problem. (She had bought the extended warranty at the store she bought it at, so she had it repaired.)

The camera was fine and then all of a sudden when I turned it on, the screen was black and all it read was ACCESS in the middle & it wouldn't let me do anything. The shutter keeps opening and closing & after it does it a couple of time the screen says turn the power off and on again I do this, but the same thing happens. Anyway, I went online and there are several complaints about this same issue. I called Sony, and they said they would repair it for 97.00. I filed a complaint with the BBB, so they are aware of my complaint, so when I mentioned my niece's camera they offered a 25% discount. By the way, a new Sony 10 Mega pixel camera is 149.......

Delano of Jersey City, NJ March 17, 2009

Delano of Jersey City NJ (03/17/09)
I bought the Sony Alpha SLR camera when they were released. It appeared to malfunction after 1 month. I Was told to send it in for repair, after paying for shipping repairs were covered by warranty. Approximately 6 months later, same problem occurred, contacted sony, was told to send in for repair again. 7 months later same problem occurred. By this time I was getting a little frustrated with the camera and lost time.

I called Sony again and explained I was having a repeat problem. They said I should send it in again, which I did, however this time I was told camera no longer under warranty, and was told I would have to send 230 to have camera repaired. I contacted Sony, they said camera was now no longer under warranty. When I mentioned that camera still was experiencing same issues I originally had.

A not at all kind customer service rep asked me for the original purchase receipt, (which I actually had), he then asked if I had all of the info for the previous repairs (I did not, since I always informed them of repair requests, they gave me confirmation numbers. I was told if I could not come up with this info, there was nothing further for us to talk about.

I was forced to pay shipping charges on 3 occasions, and lost at least 1 assignment for lack of a functioning camera.

Michael of Clear Lake, IA January 17, 2009

Michael of Clear Lake IA (01/17/09)
On January 31, 2007 I had purchased a digital camcorder through SonyStyle or Sony. The model number on the unit is DCR-TRV280 and the serial # is 3326198. I sent the unit in, July 31, 2007. I received it back and it worked for a while and then began to do what it originally was doing before I sent it in for repair in addition to another problem.

The problem originally was that when I turn on the camera I get only a black screen. Now at times, I get the black screen along with an overexposure when used outside in sunlight quite often. I have researched this particular model on the internet I have found at least 12 other complaints regarding this exact same problem. Sony has not taken action or ownership regarding this ongoing problem/defect with this model that consumers have had. It is referred to as the black screen of death.

On January 17, 2009 I contacted Sony and talked with I believe it was Joel at ext.4350 and then later with Katherine or Catherine. I contacted Sony about the problem again and they said I could not send it in unless it happens at least 80% of the time. I have not taken a data analysis of how often this occurs. I do know it happens quite frequently. If I hit my hand against the side of the camera at times it will then come out of the black screen and the same with the overexposure where it is way to bright. I do not think that every time I go to use the camera I should have to possibly miss out on my kids events or other events I may try to capture using our camcorder.

Sony also informed me that if it would cost more than 130.00 dollars to get it fixed they would contact me because this amount exceeds the cost of the camcorder. They informed it cost 140.00 for them to fix it the first time. The cost of the camera was 269.99 in addition to the cost of the extended warranty which cost another 69.99 or a total of 339.98 dollars.

I feel as that Sony is in breach of contract. They falsely sold me the contract saying that if I had problems with the camera my extended warranty would take care of the problem or it would be replaced at no additional cost (no lemon policy) to me as a consumer for three years from the date of purchase. I purchased the camera and the extended warranty in good faith over the phone believing that if there were problems with the camera the problem would be resolved for three years with no additional cost to me. They did not provide me the fine details of the contract or verbally talk about the fine details of the contract on the phone. At a later date, after the purchase I was sent the contract through the mail.

I am upset as a consumer and do not think I should have to worry about sending the camera in to be fixed in case they do not get the same black screen or overexposure. This problem has been ongoing frequently on and off for over a year. I have hesitated in sending the camera in because it does not happen every time I use it, however it happens often enough where I have missed our kids activities numerous times. They said if it did not happen when it is sent in I would be charged 45.00 against the 130.00 I have left according to them. I am tired of missing out on our kids events. I have decided to send in my camcorder a second time. I would like to know if there is anything I can do? I would also like to know if you know of any other complaints regarding Sony, this camcorder (black screen of death), the way they sell their extended warranties to consumers and possible breach of contract if they are not able to fix my camcorder.

Dr. of Bangalore, OTHER September 1, 2008

Dr. of Bangalore, India (09/01/08)
I had given my digital camera for servicing for a flash problem in my cybershot DSCW50 on 18/08/2008. But after getting a telephone call( on 19/08/2008) regarding the charges to repair it which was about Rs.2220/-, i refused to work it out and asked them to return to me. I got the reply that i shall take back my camera next day as they have to send it to the service center .But even after 13 days passed out i.e.today 01/09/2008, i could not get back my camera. The person in service center told me sorry for it and will try to get it in his office next day! i was shocked at this type of sony services. i am a doctor, the place of service center is 20 kms from my residence and i am not getting my product.

Also service center people are not ready to send it my my residence. I felt myself victimised by sony. All the way i have to spent my precious time and money to get back my own thing twice all because of [their] falut. Ihave a doubt whether my camera is in correct condition or someother damage sony people would have done during this period; hence not sent to the service center? I want to lodge this complain and get the compensation and action against this irregualrity

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