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Sony

Customer Service Ratings and Comments

Sony is ranked #47 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 62.65 out of a possible 200. This score rates Sony customer service and customer support as Disappointing.

NEGATIVE Comments

15 Negative Comments out of 19 Total Comments is 78.95%.

POSITIVE Comments

4 Positive Comments out of 19 Total Comments is 21.05%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • my sony hifi system model mch-vx555 is not working poperley i want to repair it can you help me

    Anonymous 2/26/10 7:28PM

  • Tried to get replacement part for Bravia TV. Sounds easy, not with sony.
    Their part center is a train wreck. They are completely incompetent. Their service would detract from me ever buying another Sony produce. They should take lessons from Zappos on customer service.

    Anonymous 1/23/10 11:38AM

  • It's ridiculous!
    I'm never buying a sony computer in my life again!

    I bought a dark red, sony vaio, CS110D computer last year December, and was using it happily when in march, the fan suddenly started making really loud irregular noises. Not the kind of noise that comes gradually with dust in the fan.
    I dismissed it as being something normal and not harmful. June comes, and the fan noise turns into a very shrill, high pitched noise. It sounded like the fan was about to turn on it's head and destroy the inside of my computer.
    I was traveling at the time so I couldn't send it in to sony repair center for repair, so I waited until September.
    I sent my computer in on September 7th and expected it back 7-10 business days plus shipping, so in 2-3 weeks. After 1 week, I call in to check the progress of my computer, and I found that the computer hasn't even been booked yet. So I try to resolve that issue.
    I ended up calling every day. Yes EVERYDAY to rush the people to work on my computer. The customer support people kept on telling me different things like "The mechanics are telling us that it is a physical damage so you have to pay $500," When all I do is place my computer on my desk and not move it. And so I spent over 50$ on my phone bill, calling long distance trying to get a hold of the repair center in Toronto to discuss this issue with the mechanic, when one day, I called back to the support center, just to have them say "I'm sorry, that was a mistake."
    With various issues going on, people telling me different things, and my fan issue not being fixed, I got annoyed.
    Apparently the fan was on "back order" and they had "no idea when it was going to arrive." This was week 6 of the whole ordeal. One and a half month have passed and I still haven't gotten my computer back. How can one live for one and a half month with out a computer especially when one is a student and needs the computer to do various projects including programming?
    I got fed up, and told the customer support person that this was not acceptable. 7-10 business days, this has been over 1.5 months! I want a new computer. Since you can't fix my current one, you can replace it. After more phone calling, with the people saying "Oh, someone/manager will call you back tomorrow" (Of course no one calls back, What was I expecting) They finally decide to replace my computer.
    I expected the computer to be in 3-4 days since the factory was very close to my home, but after 2 days, I call in, asking for more information, they told me the order to send out a computer hasn't even been placed yet. I got mad, and tried to rushed them again. I find that whenever you get mad, the people CUT YOU OFF to try to calm you down. When you get cut off, you just want to lash out more.
    People kept on telling me things like "mam, we can't see the status of the order. We have different systems." but miraculously, 5 minutes later, when I hung up, and called again, the next person told me they could see the information. Lying much? What was it about "I can't see the information, we have different systems?" What a bunch of lying people!
    So after another week, I FINALLY got my computer again, and happily I open it, just to find instead of a red computer, I got a black one. I was not pleased. I bought a sony computer solely because it was red. I decided to suck it up and leave it at that since I didn't want the hassle again.

    Using my new computer, end of November, comes December, and surprise surprise, my NEW brand new Factory condition computer's fan broke again, with the exact same problem as my previous computer. I called back again early January (as December I was back in my hometown) and tried to resolve this issue again. Again with the support people who don't return calls, and the rude cutting me off during mid-speech. The only option they could give me was to "send the computer in and have it checked out." Needless to say, sony has lost all my trust. I will NEVER send it in again, who knows, it could be 2 months this time. I told them that, to find another option, such as sending me a fan, and I'll find someone to replace my fan, or send in a technician to check out my computer. But I felt like I was talking to a wall, the person could only repeat like a broken machine "I'm sorry, but the only thing we can do now is have you send it in to our repair center to have it diagnosed."
    They talked to the manager and couldn't even have a spare fan part sent to me? I mean wouldn't it have been easier to just send me a fan, rather than spending all the money on having a technician work on it and shipping on sending it to and from the factory? Since they aren't willing to compromise, I decided to drop it and just wait for my fan to explode on me.

    Needless to say, I'm HIGHLY unpleased and will never buy a vaio computer again in my life.
    If you are looking into getting a VAIO computer, hope that you have don't buy a computer with such a high rate of breakage.

    Get another brand. Don't ever get sony.

    DARKIE11 1/21/10 9:18AM

  • I HAVE JUST BOUGHT A POCKET E READER, AND HAVE ASKED SONY STORES IN EDINBURGH WHERE CAN I PURCHASE A SILICONE COVER., AND THEIR REPLY WAS THEY DO NOT KNOW .. THEIR STAFF IS REALLY IGNORANT, AND SDO NOT GIVE HELP. FROM YVONNE GALLO

    Anonymous 1/17/10 6:34PM

  • My experience with Sony customer support was terrible. They were absolutely no help at all.

    Anonymous 12/28/09 12:10PM

  • Trying to get the new Sony Reader Daily Edition. Good Luck. Mine has been on order for nearly a month. They happily sent the extra memory, adapters etc within a couple of days. Then finally, I got an email saying my order had been cancelled. I checked with to find out why - multiple hours on hold I finally talk with someone who says sorry there was a problem with the method of payment. Order Cancelled nothing I can do to help you. Called the payment company - Nope no request for payment from Sony and no denial. Funds are available and waiting. Called back - again multiple hours on hold and asking to go up the ladder 3 times to find someone who could provide me with the electronic transaction that represented the request from Sony for payment. No one could give until I got to a Manager who recited it immediately. Conacted the payment company again. Nope never heard of that number and any request for denial does have a number from them-if Sony says they don't have it they do. Calling back again. Isn't this fun :) NOT. I've never seen a company so UNcustomer focused in my entire life.

    treadie 12/22/09 11:09AM

  • I bought a Sony Vaio laptop about 18 months ago. From the beginning I had problems with it being very slow, freezing up, and many other issues that suddenly appeared and effected its performance and general function. I called for customer support at least 10-12 times during the warranty period. Now it is off warranty and my problems have gotten worse. I paid for Sony support and after recovery, they now say I need a new hard drive. I asked about all the calls phone calls about the same issues during the warranty.....and funny thing.....no history of any phone calls.....never again do I look at a Sony product!!!!!

    Bo10us 11/19/09 12:18PM

  • I called the 800 number and got routed to El Salvador. The guy spoke good English but didn't know how to give an overview or comparison of the product line except by reading specifications on his computer screen. Not helpful at all!!

    Linda 10/27/09 7:11PM

  • Bought a Sony Vaio in Dec. 2007 and also bought an additional 2 year full warranty to take effect after the original one year warranty. Had a problem that required warranty in Sep. 2009 that would be covered under my extended warranty. It took me two weeks of calls and faxing to even get Sony to acknowledge that I had an extended warranty. Their records were horrible. Finally a supervisor resolved the warranty issue and he acted like he did me a favor. Sony seems to be too difficult to deal with and I would never buy Sony again. Too many other competitive products out there to have to deal with Sony.

    Capvin 10/20/09 3:56AM

  • Recently, I called customer service to see if they'd mail out a replacement manual for a dvd/vhs player. The wouldn't replace it for free and said it would be about $9. I said no thank you.

    Then the customer service rep said, "what, you don't have $9?" To this I immediately requested to speak to his supervisor. He refused to transfer me. The whole time, I kept my cool and said that as a customer, I have the right to speak to his supervisor.

    The customer rep then asked me if I was an educated person. I replied with what does that have to do with anything. The rep then said, if you were an educated person you wouldn't be a racist.

    Still obviously refusing to transfer me... and me refusing to hang up.. he finally just started laughing at disconnected the call.

    I stayed on the line an eventually someone else picked up. I asked to talk to a supervisor and got someone that said they would listen to the recorded call and follow up with me.

    No follow-up happened. When I called back to see what their corrective action would be, they had no information at all about the original call, or my complaint about customer service.

    Do I have any recourse at all? I'm angered at this treatment and disappointed that there is no follow-up action whatsoever.

    Anonymous 10/14/09 8:34AM

  • does any one out there in cyber space know anything about the net MD walkman mz-ne410 i'm trying to use with my dell xps 420, not been able to use it, message comes up in my computer showing a red X and saying the device is media write protected. so i went to there( sony ) web site concerning this problem, it began with " the media device is write protected , solution, this error will occur if the media has been set to prevent it from being overwritten. this is called protection mode. to eliminate the error message, either replace protected media with an unprotected media , or move the tab on the existing media to allow it to be accessed. important- if the tab on the existing media is moved to allow it to be accessed, data on that media may be overwritten........ anyone encountered this problem ?? and knows how to move the tab on the md -ne 410 can't figure it out! no instructions left by sony help! ! tryed calling there week end support number but can't seem to reach support by phone ! help !

    Anonymous 6/13/09 7:52PM

  • Sony double billed me for service support. It took 3 telephone calls and hopefully now I will receive a credit for one charge on my credit card. Support services were of no help at all. At one point, I received a call from Sony from 888-476-6970 and when I tried to return the call, I received a recording to call 101-515-8000. I understand that had I called this number, I would have been charged an exorbitant amount for directory assistance. I am shocked and disappointed that Sony would participate in what appears to be fraud.

    Anonymous 5/23/09 8:51AM

  • Sony Customer Support is built, specifically, to make this hard. Almost independent of the problem, the first person you talk to (Other then the many robot's) will say 'No'. When they do, just say 'Thank you, may I speak to your supervisor?' then next person will, you guessed it, also say no. Repeat this untill someone says 'yes'. It seems pointless, but it really is the only way to get anything out of this customer support system.

    Lots of experiance 2/24/09 4:56PM

  • I bought a surround system just for the audio to start crapping sfter less than a year. I called and after an extremely long wait got a number for a local authorized repair center. Called the repair ceneter just to find out they only repair TV's. I called again this time not too long a wait just to be told i would have to pay to ship this fairly heavy unitl to texas. Who the hell do they think they are asking me to pay to ship something they sold me that should still be working. Eventually they gave in and agreed to pay for shipping but the lesson i learned in the end is just go sharp or samsung next time. Thank god the warranty on my TV is third party!

    Kevin

    Anonymous 1/19/09 12:34PM

  • Dear misguided Sony Corp.,

    You have quite possibly lost my business forever . Sharp or Samsung will get the sale of my next 50" TV. I regret buying my 40" flatscreen from you now. You are a bunch of conceited jerks to not offer your PS3 with backwards compatibility. I have nearly $1000.00 in your games and I'll be damned if I buy any of your new games if I have to scrap using me old games. I don't need a house full of separate Sony game players either. I would have bought Ninetendo if it wasn't for the fact PS2 would play your old games and that's why I don't have a Sega system anymore. Backward compatability was everything.I owned no PS1 games at the time I bought my PS2. I did buy some of the cheap oldies but goodies. I have 51 of your games at my house most of them new PS2's, and probably cost over $40.00 each.I am near 50 years old and will probably buy 1 or 2 new systems before I quit gaming all together, unless idiots ,like you, ruin my taste for gaming all together. But if you don't respect the purchases I have already given you then you don't deserve any future purchases from me. My PS2 is getting old and not working well and I will need a new system soon. My son has the new X-Box so what would be the need for your products at this point or why not try Wii at this point. I can buy anybodies Blue Ray Player when the time comes. They'll be alot cheaper soon. You obviosly don't understand building customer loyalty anymore.
    Regretfully,
    Fred Brown
    Game system owner since 1981

    Anonymous 11/19/08 9:39AM

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  • My son's Sony Vaio computer got the "blue screen of death" 9 days before the warranty expired. We called tech support (which happens to be in the Phillipines) at 10 p.m. our time on Friday night. They asked us to fax our receipt, which we did, and contact them 3 hours later. We contacted them the next morning, because we didn't want to call them at 1 a.m. our time. They confirmed that they had the receipt and told us that a repair tech would call us within 2-3 business days to set up replacement of the hard drive. The tech called 2 days later, came to our site, and here it is, only 5 days after the computer died and we have a new hard drive and updated software. Very pleased to find a company that did what it said it would do!

    MidlifeMidwife 8/5/09 4:58PM

  • This was awesome. Just bought wireless router for my puter and called sony tech support and 10mins later my ps3 is wireless!!!!! Woo Hoo!!!

    broncoface13 7/25/09 1:27PM

  • I waited forever on hold for a customer service rep, but considering that I called at 10:00 pm on New Years Day I will let that slide. I am greatful that they were even open. The rep was extremely knowledgable and helpful. I have been scratching my head since Christmas trying to wire a home theatre system correctly and finally gave in and called. He coached me and had the problem fixed in less than 5 minutes. I would highly recommend giving them a call for tech help.

    dorrietyds 1/1/09 8:34PM

  • That was the best customer service I have ever had from any company. Knowledgable customer service is the key to success today.

    rayrolls515tide 12/29/08 8:22PM



  Contact Information  
Cameras, Camcorders and Digital Imaging Products
800-222-7669
Home Audio/Video & Remote Controls
800-222-7669
Mobile Phones - Sony Ericsson
866-766-9374
Monitors (Displays)
866-357-7669
Television
800-222-7669
VAIO Pocket Music Player
888-476-6972
Blu-ray Disc Player
866-909-7669
BRAVIA Internet Video Link
866-918-2485
BRAVIA Television
800-222-7669
Car & GPS Navigation
800-222-7669
CLIÉ Handheld
877-760-7669
Computers - VAIO
888-476-6972
Entertainment Robot / AIBO
800-427-2988
Konica Minolta Cameras and Related Products
877-462-4464
LocationFree
866-925-7669
mylo Personal Communicator
866-420-7669
PlayStation
800-345-7669
Portable Audio/Video (Headphones, Players, Radios, Recorders)
800-222-7669
Portable Reader System
866-962-7669
Complete Sony customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Sony customer service phone numbers and contact information at ContactHelp.com
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