Sony Customer Service

Banned account when disputed a chargeback for subscription service i never approved, inside the 14 day period. Support unreachable overseas and took a BBB report to even get an email. Staff don't seem to care even when you reach them.

Never resolves any issues. Generally lies and scams with their support.
It's amazing such a big and successful company is willing to have such toxic customer service.
It makes you wonder if it's a strategy for even more profit.

Hello, i purchased my sony TV 55X8000G in the month and year of Aug 2019. Then i activated extended warranty in Sep 2019. Warranty was active until last year. i didnt receive any folloup call or assistance to renewal the warranty period. Now it is out of warranty from past 1 year. However now TV display is not working. when i apprach sony service center they are stating that that is pannel issue i have to pay arounf 27k to fix the issue. I need a support from sony to get discount the service price. kinldy confirm sony products can be used only for 3 years from the date of purchase.?

Bought a psp 5 from Costco. The controller dıd not work. Dıd all the troubleshootıng, filed a work order onlıne and stıll no responce. Called costumer servıce, waited 56 minutes to speak to someone ftom India. He hung up after confirming my address and never called back. Returned the PSP to costco and got a new one.

After 30 minutes trying to use the digital assistant...No luck. I call the live service number 239.245.6354...wait 30 minutes for a human. I give home phone number...he repeats it correctly and promises to call back if we get disconnected. He works on my problem for about 5 minutes ...can't solve it and so hangs up on me. I waited about 10 minutes thinking he might call back. Nope. Just awful service.

Never, but never would I have ever imagined that a company like Sony would have such horrible service!! I called numerous times to no avail. During one of the many painful calls, I spoke with a "Michelle" who just like her colleagues, also asked if I minded being placed on hold. I agreed and but before she placed me on hold, i asked that she confirm my phone number in case the line "disconnected". Well, it disconnected and she never called back. I called again, waited for ever, and I finally got through, I asked the Sony representative to escalate the call. He categorically refused, explaining there was no way to escalate the call, and had audacity to confirm that in the notes in my file, Michelle had indeed written everything I had said. However, she had added a comment that she couldn't called back because of the high volume of calls and left it at that. So essentially, the customer service reps will take your call and then hang up and move onto the next call making it look as though they're very very busy and productive while in a meantime, hanging up and annoying people that are calling to get service. And to think that Sony does not have a matter to escalate calls. What a disgrace!!!

I have kd-55x75k I contacted sony support 3 times and more they refuse trying do troubleshooting TV all the I did don't work they lie to me on the phone this tv has bad wifi chip I try ask refund refused worst no fix for tv

Worst warranty service. Sony should be held accountable for defective tvs. I'm waiting a month now being lied to from the call center, which is the number for sony warranty. But agents can't help or give me any contact info for sony. Every 3 days call and told I will be contacted within 3 days. Well a month is long enough. Horrible. I just want a working tv sony. No more lies,or telling me your sending another proven bad batch TV.

Single handedly the worst support experience I have ever had, Sony should be ashamed of themselves. After selling me a downloadable product that did not work, I was told I was ineligible for a refund because I had already downloaded the product. How was I supposed to know a downloadable product was bugged without downloading it? Was then hung up on by one customer service rep and canceled on another chat for calmly and professionally voicing my displeasure with their unwillingness to process a refund for their faulty product. Sony has lost a customer for life and it is well-deserved.

My $3000 Sony TV quit on me. I called the service they asked me to call the main board went out before five years old so I called to complain. They basically told me to use a different service when it was the service they told me to use, I guess they want me to spend another $150 on top of the $3000 they ripped me off I see android is also and buy them. I will not buy either one of these TVs ever again. I've always used the best products but this is like just throwing $2700 away.

The serial number on the side of my xm5 headphones was worn off after a year. Now one side has no sound and because they put a delicate f'n sticker my warranty can't be used despite having all the email evidence. Everyone on reddit is screaming about the same issue and now I'm supposed to be down $500

My account was stolen months ago, I have tried to get it back several times and Sony has the worst customer service I have dealt with in a long time. Most recently, I waited for 45 minutes just to be able to talk to someone via text on their website, and their software immediately stopped working and wouldn't let me type. They ended the conversation after 2 minutes of me being unable to respond. And then there is nothing but a useless robot to talk to on their website until an agent is available after hours. Absolutely useless. I will never spend money on Sony as long as I live.

Terrible company lets a user on their consoles have a certain online Id for years and then decides to ban and suspend a player with no warning. When trying to contact about said issue cant even get in touch with them

Sony, terrible after-sales service! You conduct business without responsibility to the customer. I have called the call center about my broken Sony since July 2023, and until Sep 2023, the call center has never called back to provide a solution or any assistance. I have had to follow up myself every time. Three months after the last call, they just informed me that the spare part is disconnected. I wonder what method they used to check it. Did they check by sending a letter to the Japan headquarters? Your customer service is awful.

The microphone on my $350 WH-1000XM4 headphones completely stopped functioning. Sony refused to honor the warranty even though they were less than a year old. I'm sticking with my airpods.

I know I will never buy Sony headphones again can't get replacement parts all they want you to do is send your headphones back to them and they repair wouldn't even listen to what I had to say I have a lot of friends that purchased Sony headphones now I emailed them all and told them what a mistake I made for purchasing Sony headphones I'm sorry never again I threw in the garbage oh due to Sony cheap company don't care about good customers thank you

My ps5 has worked for almost 2 years this is the first problem I've had. The ps5 turns on and still works but when connecting it to the tv it says no signal. When I press input it says ps5 but when I press it says no signal.

I cannot belive a bot auto banned me because i got reported for lagging. Lost thousands of dollars in games. Sony support theam is so rude. This is absolutely the worst any company has ever screwed me over i hate them.

Please dont buy there stuff

Adding a complaint for my Bravia 4k VH2 Google TV. I have purchased it 2 years back and now its bogging down and sluggish. after research I found out the TV was alloicating to much resources & cache. After unlocking developer tools and disabling google apps. My tv works flawlessly. My complaint stims from the fact that my TV almost got replaced because unresponsiveness. Work out your problems #sony #google

I purchased a Sony car receiver from Crutchfield and 3 months later the CD player would not accept discs and intermittently it would cut out. Crutchfield advised me to contact Sony for a warranty replacement. I contacted Sony to start the replacement process and they advised me to send the receiver, along with the accessories back. Because I purchased this product through another distributer, I had gotten a bunch of accessories, so I called Sony to verify which ones they wanted back. The lady I spoke to on the phone said I needed to send the Receiver, the Hands-Free device, the Remote, and the Antenna adapter. I sent out those requested parts and a week or so later I received a new receiver, which DID NOT include an antenna adapter. I called and was put on with the same female rep and said my new receiver did not come with an Antenna Adapter, to which she replied that I was not supposed to send that and started getting very rude with me about it to the point of yelling, after I called her out and said that she told me I was supposed to send it. She would not work with me, so I had to purchase another Antenna Adapter. So now I was out $15 because your reps do not know how to properly do their job, and have no professional customer service experience. Fast forward to installing the new receiver, it does not have a CD player like the one I just sent back. I was told in writing, that I would be getting a product with comparable or better features. I got on a support chat and the man I was talking to tried to convince me that it is a better model because it is new.... News Flash! Just because something is new does not mean it is better. You took my product and gave me one of lower quality. This has been the worse experience I have ever had. This will be my first and last time purchasing a Sony product ever again. #Pioneerisbetter.

sony customer service is nonexistent anymore. I gave up trying to email or call them as they don't respond or answer. sony products have become absolute trash. For companies who 30% of sales is from playstation, they are messing up the brand. My last two PlayStations came with critical errors. I kept the first one and was able to get use from it for years but it would constantly crash and sometimes wouldn't turn back on for days. The next one I took right back and decided that's it. I will not buy any playstation controllers or systems again.

This service sucks so bad i sat for a hour to talk to some lady who "tried" to help me all she did was change my password then end the call now my account is bricked. just had to retype this cause of "profanity" like get over it your whole company sucks

45 minutes on hold with the dude telling me "just 1 or 2 more minutes" every minute to get a replacement button for a dualsense edge controller. it was like the guy never seen a ps5 in his life trying to describe to him what i needed. finally he said they'd send one out, but had no timeframe. I doubt i'll ever see the button.

Worst customer service I've dealt with. I bought the Pulse 3d wireless headphones for $100and now they say to basically throw them away and but new ones if jte adaptor is missing. They should really say that before selling expensive useless headphones. Even to actually talk to someone is horrible. Kept getting hung up on and transferred around for 2 hours.

Sony is really dropping the ball with customer service, in this case refunding game content. Really disappointed, will shop accordingly.

We have a sony speaker. Bought it about 8 yesrs ago. It has travelled with us all over the world, sun, snow, water. We are now in Istanbul, it is time to upgrade, unfortunately, but it is still kicking like a mule. Well done Sony!!! We are considering buying the sony srs-xb12.

My chat session with "Jerry" was very pleasant. After a recent upgrade on my 1 yr old Sony Bravia tv would not switch between HDMI1 and cable box. Jerry was able to successfully 'walk' me through a fix. He was pleasant and polite, making a frustrating problem an almost enjoyable experience.

Had problem with new SONY TV randomly turning on.Found multiple solutions online, all too complicated. Called SONY support and within 3 minutes, the tech connected to my TV and fixed issue in 5 minutes. Very pleased.

Everyone hung up on me besides Nelson. Nelson was fast polite.

I've returned my girlfiend's Xperia Z3 Compact for repair last week and it arrived today. Very quick turnover, good customer service, i'M really happy with the service.

I had a very positive experience with Sony support this afternoon. I needed help connecting a new DVD to my old (12 + years old) Sony TV. The lady I talked to was very polite, patient, understanding, and willing to ask for help when she couldn't answer my questions. With the help she got she walked me through what I needed to do get the DVD connected. It has been many years since I have experienced this kind of service.

My Sony RX100M3 had a shutter issue. It was still under warranty (under 1 year) so all I had to do was bring it (I'm in NYC so there was an easy place hand deliver) with the receipt. I was out of the store in under 5 minutes, they called me the following week (as they said they would) and it was fixed with no charge and no problems.
They seem to have this worked out now. Great experience!

I found Sony customer service amazing! The touch screen broke on my Sony Xperia and I couldn't even unlock my phone. I went online and searched Sony Repairs and all I had to do was enter a few details and then a pick up was organised and I could change dates if needed. Then it only took about three days after pick up until my phone was sent back to me! Absolutely amazing service. By providing the code on my phone, they knew my phone was in warranty so I paid absolutely nothing for the whole service! Very very impressed! Thank you very much Sony! I also had some questions to ask which I easily could ask with the online help chat!

I totally love my Z2 think its awesome,, until i have to update it then everything changes and i don't know up from down!! I understand that updates help but why 'change' something that works so good. Please guys updates for software Yes updates for gallery and music No, (give me a choice to update or just leave it as is)

I had issue with my Sony Xperia C2305 earphone. I bought the phone around one and half years ago. Got it fixed at reasonable price at Sony service center saltlake Kolkata. Service seems good and prompt. Keep it up !!

Am a Sony mobile costumer living in kenya my home land india..my view as a best quality in market Sony is first...my suggestion ur introducing more good products in market with best quality.. My view why ur research team introduce instead of power bank charges for mobile how Bluetooth is working in same pattern one mobile charger why Sony cannot make like one charger like that. Like wireless.. If possible jus introduce. Customers really welcome such products 100%..waiting for ur valuable reply

Rgds

Evangen

I.hv purchased xperia m4 aqua on 28.6.15 but it was giving very low battery backup nd therfore I hd visited my nearest authorised service centre on 2.7.15 nd they told me that they will replace my existing mobile wid a new one nd on 13.7.15 I hv got a new set...
I m very impressed by their service...
Nd this is my first Sony purchase so from today I hv decided that if I want to purchase any electronics item then blindly I will go for sony....
Love u sony

I had my account hacked and Sony said that I am lying and i would have to send a photo of my id the man was rude he was Scottish and his name was Jamie

Feel like I have to review my experience as Sony seem to be getting a very bad rep.
I have experience with sending my phone away twice to them. First was an Xperia x10 a few years back. I'd purchased it second hand and after a couple of months the charging port got dodgy and I applied to get it sent off. At first they were a little dodgy about me not having proof of purchase but after a discussion they agreed. The handset had a small crack on the screen as well but I didn't worry about that. After about a week they had sent me a brand new handset and I couldn't have been happier!!

More recently my Xperia Z3 broke. The screen wouldn't light up or display anything. This happened after I went swimming with it in the sea.It says in small-minded fresh water only but I didn't think that would matter.Baring in mind it's supposed to be a waterproof phone I wasn't best pleased and after looking at all the other reviews it didn't look good that Sony would honour the warranty. However I bit the bullet and sent it off anyway. One week later I'm writing this review from my fixed Z3. I can't fault them. Top level service from a top level company.
Personally I think that the credit goes to the Ashford Sony repair center. I saw another excellent review from someone who said that they had their phone sent there.Think these guys really do their jobs.

My son's PS headphones were no longer working and within one year of original purchase. I returned them with copy of original receipt and received replacement within a week. Very impressed with return experience.

I'm one of the sony brand fan , but it seems like sony doesn't produce good qualit and user friendly product . I wish that in the future sony could produce the product that I mentioned above . It will help sony brands to boost , I always love sony . But I don't want to get disappointed in the future with sony . Thank you

After speaking with several cust. service reps who were of no help at all, I finally reached 'CC' who was extremely helpful. She was not only knowledgeable about my billing problem but was very patient while I resolved the issue through my PS4, waiting for me to enter the necessary info. Apparently different systems process information differently (some need street address and some only need city, state, zip. You would think all reps would have been trained in this issue, or at least have been able to consult with their supervisor. Thank you CC. Shawn

I returned my xperia Z3 for repair,due to inexplicable crack on screen,and received a new phone within 10 days,no charge, no problems.
Im very satisfied with the way i was treated,an I love the Z3 phone!!

I was shopping for a wireless speaker at Square One and a Sony Associate name Jessica took initiative to ask me if I need any assistance. She was very friendly and helpful. She explained to me the difference between the SRSBTV5B and SRSX2B. She was very knowledable about the product and I was very impressed with her customer services. At the end I brought two SRSBTV5Ba and SRSX2B. I had a wonderful experience at Sony thanks to Jessica.

Sony offered me 25% discount on MRP for purchasing a new audio system in lieu of repairing / replacing system which is under warranty.

Grate brand / great company

The Sonymobile UK Customer Support is the worst customer support I have ever received..in fact I have not received any customer support at all. I've sent my phone back to them for repair on the 18th of July, and I still don't have a phone. They haven't updated me once on the status of my case, they have never replied to any of my e-mails, on phone I was promised to be called back which never happened and every time I spoke to someone on the phone the agent would tell me something different and would say that the previous day's conversation is not recorded and on chat I get the same answer every time: it is with the escalations department and we are waiting to receive updates from them. At some point after having invested so much time and energy it turned out, that they did send me a new phone, but they screwed up the address, and the phone was sent back to them. DHL confirmed that they actually signed for the phone and is with them since the 3rd of September. It is now the end of September and they cannot even confirm the whereabouts of the phone and I still haven't received an e-mail or call from them. I asked them how and where can I submit my complaint to them before I turn to other forums with my complaint. I was given an e-mail address where I sent my e-mail to 4 days ago...never heard back from them.
I am extremely frustrated, shocked, angry and disappointed all at the same time. I tried every technique, I was patient, I was threatening, I was sarcastic, I contacted them every day for a while..nothing worked. I've lost my patience and I don't believe anything anymore from what they are telling me.
Even though I don't even care about my phone any longer, I can't and won't let them get away with this without any consequences. I basically feel that I was taken the fun of and was being completely disrespected and this is unacceptable.

I found the VAIO suport great. I got a replacement for my VAIO bag in no time!

i had a problem with my tft screen and send it for service .it took 10 days to repair and the results where impresive.it's like i have a new phone .they change the lcd screen and the glass also the aluminium cover.great job from sony service !!!!!!

I had an issue with my ps4 and called Sony's customer support line to get some help on what to do. The first 2 times I had called and started explaining my situation I have 2 employee's hangup on me. Not sure why, and I didn't get their names.

But the 3rd time I called I spoke with Joe from California. (I wish I had the store number) This gentleman was absolutely wonderful. He was very nice and so helpful. and soooo extremely patient with me because I had called at work and kept having to put him on hold.

Then on top of that I realized I needed the ps4 in front of me for him to help me further and he even gave me a call back when I got home to help me with my ps4. I could not have asked for better customer service.
Thank you so much for your help Joe you were awesome!

(the ratings im putting below are based on my experience with Joe)

Fantastic. I always love Sony and I will I will always iam delighted because I got a replacement of my experia z ultra with screen damaged......... Thank u sony

Hi. I am a Sony fan. Sony said xperia zultra non gpe edition can update lollipop on early 2015. But it cannot update till now. Why? That made me disappointed. Please try to release the update very soon. Thanks

I am a sony employee. In Dec 2011, there was an offer on Sony Style website which says if you buy 100$ worth sony e- gift card, you will get an additional 20$ worth e gift card for free.
I wanted to buy a TV worth 440$ approx. So, I have taken 5 gift cards of 100$ each. So, I got five 20$ e gift cards. As there was a huge volume of requests such requests on the day I went to purchase TV at San Ysidro Outlet mall, San Diego, I didn't receive my E-gift cards. So, I purchased the TV with my credit card after confirming with the sales person that I can use my e gift cards at the Fashion Valley mall(which is nearer to my house). Then wanted to use my sony e gift cards the very next day for the same purchase at Fashion Valley mall san diego.

I went to fashion Valley store. I had the e gift cards in my mobile along with the number codes. They wanted printed cards, so they told me to come back with printed cards.

I went there again next day with printed receipts.
The Sales person at Fashion valley store rejected to do the transaction of returning the TV and making the same transaction using the e gift cards. He doesn't know what is an egift card until I explained him.
The reasons for rejection at fashion Valley(as told by the sales person)
1) He said he didn't like the idea of stealing San ysidro store's revenue.(ridiculous)
2)He said I am robbing Sony by using these e gift cards because I am purchasing 5 of them and for using employee pricing(again illogical as there is no limit on the purchase and being an employee I can always get the discount)
There was no technical reason for not doing the transaction.

They didn't do the transaction. I had to travel abroad. When I came back, I had to go to San ysidro outlet store again to get the transaction done.
So, two trips to the San Ysidro outlet mall, two trips the fashion valley mall for buying a TV, accusations that I am robbing SONY(sounds incredibly funny), hours of wasted time on silly issue(literally no issue just the sales person didn't want to do the transaction). This is SONY.