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Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 449 total complaints in the last 3 years.
    • 155 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the **** HTX8500 2.1ch Dolby Atmos/DTS:X Soundbar with Built-in subwoofer, Black through ********** on November 29th, 2021 for $257.04. The unit arrived and worked decently well for about 9 months. In mid August, the unit all of a sudden stopped working and would not power on. I contacted **** who told me to file a warranty claim, which I did. I was told a ***** shipping label would be sent and a box to pack the unit properly to send in. The shipping label came but not the box. A week later I called in to ask about the box, and was told that they do no provide shipping boxes for soundbars. I was to just "bring the unit to a ***** shipping center and let them handle it. I did exactly that. The unit was sent and received by ****'s warranty repair company, ************* United Radio reviewed the item and discovered a faulty power cable, which they claimed they fixed. They also claimed that the unit arrived with physical damage caused by improper packing. I explained the shipping process I was told to do, and they said they would contact **** to cover the cost ($140) to fix the damage. **** responded and said they would not since I did not pack the item properly. After calling numerous times to remedy the issue (I was sent back and forth to various agents, cut off at least once), I was finally sent to an extremely rude agent saying that I damaged the item in shipping because I didn't follow their packing instructions. The packing instructions said a box would be provided. At this stage, I still do not have the unit returned to me. I attached the email with instructions. My unit is not one of the "exceptions to receiving a shipping box". I would like them to fix the unit and send it back, or send me a refund for the item.

      Business Response

      Date: 09/09/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Soundbar HTX8500. **** contacted the customer; case is being worked on.

      Sincerely,

      ***************

      Customer Answer

      Date: 09/09/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The matter will hopefully be resolved soon, but **** said they would get back to me by next week with next steps for fixing my soundbar and returning that.  If possible, I'd like to keep this case open, until I receive confirmation that they will follow through and send it back.


      Sincerely,

      *********************



       


    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a **** 900H they put out a update in June since then I have had random crashes every day. The freezes and shut its self off. There is a whole Reddit page about the problem yet **** will not come out with a patch to fix THEIR problem. They say to re-set it to factory setting have done that still having an issue. This TV is not even 2 years old. I would like **** to come up with a fix. I can PROMISE you this will be the last **** product I EVERY buy. Their **************** is worthless. This is the 3rd time filing a complaint with the BBB on **** they cancel my complaint every time.

      Business Response

      Date: 09/16/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** XBR65X900H. **** dealt with the customer. The unit is out of the one-year manufacturer's limited warranty, and there is no service alert to cover repair even if it is already past the warranty. **** is unable to grant ********** request. ****'s statement stands as it is, and it will not change.

      For out of warranty evaluation/repair, customer may contact any of our authorized servicers via **********************************************. It is possible that there may not be a servicer listed in ********** area. If that happens, customer can search local yellow pages business directory for a repair servicer near ********** place.

      Sincerely,

      ***************

      Customer Answer

      Date: 09/28/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

       

      [Your Answer Here]

       They are stating my ** is out of warranty but the problem is not hardware it is with their software update that they will not fix. This is a know issue with the model ** **** 900h (Just type it into ******** There are articles online about the update shutting down the ** multiple times a day now. I just ask **** to make a patch for a new software update to fix the issue. It is not hard. After this experience this will be my last **** product I buy. My ** was working fine up until their June ******** update. 

       

      Put out a new software update so the ** doesn't crash MULTIPLE times a day. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *********************************




       

      Business Response

      Date: 10/19/2022

      Dear Dispute Resolution Services:

      Customer may check for available updates via ***************************************** However, there is no guarantee that the update would be for customer's specific issue. Nevertheless, customer may still have the unit evaluated or repaired at an out of warranty rate through any of ****** authorized servicer or any local repair shop if there is no near authorized servicer in customer's area. ****** statement remains the same regardless if customer continues to dispute or not.

      Sincerely,

      ***************

      Customer Answer

      Date: 10/24/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       First it would fix the issue if you actually payed attention to your customers this is KNOWN issue from your June ******** update. I would love to have my **** serviced the only problem is there are NO service locations in the ***********************. Worst customer service. Anyone reading this message save yourself a LOT of money and buy a different brand. 

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *********************************




       

    • Initial Complaint

      Date:08/22/2022

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a tv model XBR65X930D a few years ago and now the tv dont want to turn back on I dont know the exact reason that it wont turn on but a ******* dollars tv shouldnt stop working in a few years of use specially with no power outage around the area

      Business Response

      Date: 09/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** XBR65X930D. **** contacted the customer; case is being worked on.


      Sincerely,

      ***************

    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought those headphones in March and followed how the company states to use them. However, the swivel hinge broke with normal use. No damage had been done to the headphones. I called the company and explained the situation but no resolution from the company. After looking online for further help there were multiple complaints against the ***1000XM4 headphones swivel hinge. I called the company again and spoke with customer relations but they did not want to help on fixing the headphones but instead suggested to repurchase at a discounted price that was still close to the amount spent on the headphones.

      Business Response

      Date: 09/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* Florent about the **** Headphones WH1000XM4. **** already dealt with the customer regarding the issue and stated that physical damage is not covered by manufacturer's warranty. Furthermore, there is no service alert to cover physical damage issue. Customer was offered discount towards purchase of new headphones, but it was declined. Again, issue is not covered by warranty. ****'s statement is final, and it will not change.

      Sincerely,

      ***************

    • Initial Complaint

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, I have purchased a **** x91j 85 inch tv . After a month of ownership, I have noticed blooming issues on black bars when watching movies in dolby vision mode. I have brought this to the attention of **** customer service and they shot it down saying that is within specifications.After a couple of months ** started disconnecting from wifi every now and then.I reached out to **** , reported the same and also brought the blooming issue to their attention once again.I was assure that they are going to look into it.Now after few days they came back to me again saying the same "Bloomins issue is part of specifications" and they are even saying the wifi signal drops are expected. Upon requesting them to show the same under their ** specifications, I was told that not everything can be listed under specifications. They are clearly aware of this issue and are just turning down people's complaints saying this is within specifications.I was even told that mounting the ** will also cause this issue .There is no recommendation from **** listed on the website saying not to mount the ** Hiding some major flaws from the ** , selling it to customers and not trying to fix is unacceptable. Below listed is the case number **** Case #******** Appreciate if someone can help me with this issue.

      Business Response

      Date: 08/29/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************************* about the *************** ********. **************************** reached out to the customer and offered exchange at no cost to comparable model, or upgrade at a cost as one-time accommodation. Customer accepted the latter. Exchange process has already been initiated. 

      Sincerely,

      ***************

      Customer Answer

      Date: 08/30/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *************************************************



       

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ****** mk1 G Master lens from **** in May. Since then, **** has had my lens in for repair more than I Have used it. I sent it for repair in early June for a issue with the Camera body recognizing the lens. I got the lens back in late July. And it was still having the same issue so I sent it back for repair again. I told **** I wanted a loaner, the first time I had to fight for it and I eventually got it. This time they refuse. *** also requested a replacement and they refuse to do that. They also will not issue a refund and take the lens back. They act like its not a big deal that this very expensive product is out of commission. It may not be for them but it is for their customers

      Business Response

      Date: 08/24/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Lens SEL70200GM. Customer's case is being worked on. Customer will soon be updated by ****.

      Sincerely,

      ***************

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a ** from **** through their website on 7/15/2022 and got confirmation that it shipped on 7/20/2022. I have not received the ** as of yet (8/9/2022) and after contacting **** multiple times their only solution is to "wait" until the delivery company responds. It's been 2 weeks since I've heard any communication from the delivery company and **** has not done anything meaningful in resolving the issue rather than asking me to wait for a non-responsive delivery company which they contract with.

      Business Response

      Date: 08/23/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about his concern with the delivery of the television purchased through **** online. **** Sales Team worked on his concern; he was contacted by them. However, they were not able to reach the customer. If customer still has concerns, he may reach Sales Team at ************** and reference case number ********, or respond to the email sent to him.

      Sincerely,

      ***************

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** Case #******** - ***************************** - June 16 / 2022 I purchased a **** A7iii professional photographers camera and within the one year warranty a "known defect" for the input microphone **** caused me to contact **** for a warranty service repair. Prior to this, at least three video shoots resulted in poor audio quality and finally non-working audio until I tracked down the problem. **** was aware of the problem and sent me out a return label, because of the need to use the camera and no loaner camera was offered I could not send in the camera on time. I then contacted them again to resend a new return shipping label but they denied my warranty and told me to send it to a private company for repair.I feel this is unsatisfactory as this camera was $2500 and the defective item should be a recallable defect. Also, I have possibly caused poor quality audio on a number of shoots. I need to be compensated for the defective camera. **** support said there is nothing to do and when told that I will take them to court the just said go ahead.I intend to go to small claims court and file *** damages if this cannot get resolved. I require a camera repair of the defective audio **** and also a loaner for the time that the camera is in for repair (2 to 4 weeks.

      Business Response

      Date: 08/19/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Alpha Camera ILCE7M3/B. **** contacted the customer; case is being worked on.

      Sincerely,

      ***************

      Customer Answer

      Date: 08/24/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and they are indeed working on it to get the problem resolved. **** customer service have been in contact with me by telephone and have reviewed the initial warranty denial and has provided me with shipping instructions to the repair facility with a warrantable repair of the defective audio input. Although it states on the email that the camera is out of warranty, customer service has ensured me that the ********************** will be free of charge if it wasn't due to any abuse or accident. They also have provided me with a loaner for 3 weeks while the camera is away for repair as I stated that I am a professional photographer and need the camera for photoshoots. So far now they have provided me with considerable customer satisfaction after the initial problems with the first warranty denial due to the fact I could not send the camera to them within the one year warranty period because I notified them about the problem towards the end of the warranty expiration. One I receive my camera back from repair I will post another response as soon as my camera has come back for repairs.

      Sincerely,

      *****************************



       

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7/12/22 Purchased a TV online through sony.com took 22 days to arrive. Then when it got to me it was broken

      Business Response

      Date: 08/17/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about his concern with the online purchase of television through sony.com that arrived damaged. **** Sales Team processed refund due to the incident, and it was accepted by the customer.

      Sincerely,

      ***************

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of s*** wh-1000xm4 headphones for $219.95 via amazon on august 22 of 2021. Thats a lot to spend on personal electronics for me, but I was sure that I was purchasing not only quality, but quality assurance from s*ny and their 1-year warranty.Some ten months after my purchase I was wearing the headphones one day and a tiny plastic bracket inside the left cups swivel mechanism snapped off. The entire left cup detached from its socket and now dangles limply, rendering the headphones fully unwearable.As these headphones were such a rare expense for me, I have treated them with the utmost care at all times. They have not been dropped, tossed, or misused, subjected only to ideal conditions of daily use. These being the circumstances, either the construction of the headphones or the quality of its plastic is clearly defective.This failure is a defect, not damage.When I called s*ny support and explained all of this they acknowledged that I was (and still am) within the warrantys one year span, but then insisted that they consider the defect to be physical damage and will thus not honor the warranty under which they sold me the defective product.I honestly cant see how the s*ny warranty is anything but a scam.

      Business Response

      Date: 08/05/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WH1000XM4/B. **** contacted the customer, but it was directed to her voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.

      Phone Number: ************ extension number **** (valid only for the current case)
      Operating hours: Monday to Friday 10 AM to 7 PM EST

      Sincerely,

      ***************

    Sony Corporation of America is NOT a BBB Accredited Business.

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