Review summary

Sony has room for improvement based on customer feedback. Customers particularly appreciate quality, though some mention concerns about customer service and expensive.

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Based on reviews, created with AI

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L

LW

1 out of 5 stars
Eine Kundenservice-Katastrophe

Eine der schlimmsten Onlinehandel-Erfahrungen, die ich je gemacht habe. Nach Problemen mit der Zustellung ging der Artikel an Sony zurück. Sony kannte den eigenen Versender zunächst nicht, dann hieß es, die Zustellung sei erfolgt. Ich konnte schriftlich und virtuell belegen, dass dem nicht so ist. Das ist dann auch Sony aufgefallen. Seither warte ich auf ein Ersatzprodukt oder eine Erstattung. Mehrere E-Mails folgten, ohne Ergebnis, auf die letzte erhielt ich gar keine Rückmeldung mehr. Der telefonische Support ist ebenfalls nicht hilfreich. Die Mitarbeitenden sind zwar höflich und bemüht, aber durch Sprachbarrieren und ggf. mangelnde Schulung oder Befugnisse gar nicht in der Lage, die Kundenanfragen sinnvoll und kurzfristig zu bearbeiten. Ihnen mache ich aber KEINEN Vorwurf. Wer so einen Service bietet, hat ein systematisches Problem. Nach mehreren E-Mails warte ich jetzt also schon wieder auf eine Rückmeldung zu bezahlter Ware, die ich nicht erhalten habe und kann jedem nur von einem Kauf beim Hersteller abraten. Was man verbessern könnte? - Zugang zum Support: Der Weg über die Website ist kompliziert, die hinterlegte Nummer führt zum technischen Support, nicht zum Store-Support - Support-Mitarbeitende: Fragen in E-Mails beantworten statt höfliche Floskeln zu verwenden, Handlungsspielraum geben, um Probleme auch zu lösen, Transparenz liefern = "Ihr Paket ist leider verloren gegangen. Der Prozess braucht X Tage, folgende Möglichkeiten gibt es bis dahin: ..."; bei sprachlichen Schwierigkeiten unterstützen, statt die Leute am Telefon oder in Mails einfach "ins offene Messer" rennen zu lassen

G

Grey

1 out of 5 stars
Horrible service

Horrible customer service. Did not listen to customer. Processing order wrongly and blaming customer for their fault. Called support number and put on waiting for 1 hour, then the person claimed to be the "highest manger on the ladder" talked to me with an loud voice, continuously interrupting me, did not read the case or my experience, he was incredibly rude and arrogant, suggesting me to cancel the order and even pretending to not understand me. Terrible terrible service, such a shame to a big firm to treat customer like that.

YT

Yokuma Taneda

1 out of 5 stars
I bought a TV, and they delivered gigantic electric whiteboard. The process is so slow that it's sitting in my room even after a month.

I bought a 55-inch Sony TV. It was listed on the same price on Amazon, but since the product is quite expensive, I preferred to purchase from the official store just to avoid any potential hiccups. I adjusted my work schedule to be home on the day of delivery. And it turns out they delivered a completely wrong product. 86-inch electric whiteboard. It's not even a Sony product. This gigantic and extremely heavy box has been occupying so much space in my small apartment. Sony recognized that they shipped the wrong product, but they have been extremely slow to deal with this issue, oftentimes by not responding to my email. It's been already a month since I ordered the TV, but the 86-inch box is still in my apartment and I have no idea when I can get the TV I originally ordered. Wish me luck.

LD

Louisa Diamond

1 out of 5 stars
Produit reçu incomplet

Produit reçu incomplet, documents erronés inclus dans le colis, et aucune réponse claire de la part du service client. Je pose une question simple sur ces incohérences, mais on me renvoie en boucle à des réponses automatiques qui ne traitent pas le fond du problème. Infos contradictoires entre le site, les documents et les conseillers. Aucun suivi, aucun professionnalisme. Très décevant venant d'une marque comme Sony.

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Electronics

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Sony Corporation

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sony.com

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All reviews

60 total • Write a review

Showing 1 - 10 of 56 reviews
S
2 out of 5 stars

Experiencias y sensaciones mixtas con Sony

El proceso de devolución es bastante deficiente; para ser una empresa de tecnología, la etiqueta de devolución hay que pedirla por correo electrónico para que la generen, y una vez que el producto llega devuelto a sus instalaciones, tardan meses en devolverte el dinero; ya me ha pasado en varias ocasiones. En esta última ocasión, hace ya dos meses que recibieron el producto de vuelta y varios correos con atención al cliente entre medias y aún no he tenido noticias del reembolso. Creo que es una empresa demasiado grande y solvente como para que no tengan a la suficiente gente trabajando en tramitar tu reembolso en menos de dos meses desde que recibieron el producto; no le puedo dar ninguna justificación a esta ineficiencia. Además de esto, con el tema auriculares de diadema tengo sensaciones agridulces. La calidad es buena en general, la comodidad también... pero creo que por el precio que se paga por ellos, deberían escuchar más las demandas de l@s consumidor@s y, cuando un diseño y/o los materiales de fabricación, tienen fallos que hacen que se rompan las bisagras a un % tan elevado de compradores mundiales, por ejemplo, no deberían seguir durante años vendiendo el mismo producto, con el mismo defecto, a más de 300 euros. También detalles "tontos" (pero inexcusables para mí a esos precios) como que en los WH-XM4 no se pueda desactivar la guía de voz, ni siquiera bajarle el volumen... He probado 3 auriculares Sony diferentes, para al final quedarme con los XM4. Y también he tenido que devolver los XM4 en una ocasión, porque traían un fuerte olor a químico las almohadillas, que no se iba de ninguna manera. La segunda unidad que pedí tenía el olor particular del material, pero no un olor radiactivo intenso, como la primera. Hay muchos aspectos a mejorar, y el hecho de que pasen los años y se resistan a mejorar estos aspectos, en productos que no son de gama baja, hace perder confianza en la marca.

Date of experience: May 25, 2025

A
1 out of 5 stars

Une expérience client désastreuse

Je commande un appareil photo a plus de 1 000 €. On me promet une livraison dans la semaine puis la commande est annulée sans donner de raison par Sony. J'envoie un mail, pas de réponse. Je téléphone à Sony Europe et me retrouve face à des interlocuteurs incapable de s'exprimer clairement, qui me parle comme à un demeuré. Bref, manque de respect et de professionnalisme total. Déçu, j'achète chez la concurrence.

Date of experience: May 15, 2025

AL
1 out of 5 stars

I placed an order on April 12th for a…

I placed an order on April 12th for a TV and a soundbar through Sony’s official website. The delivery was promised by April 15th — it’s now past that date, and I still haven’t received the TV, which was supposed to be the first item shipped. Instead, I received the soundbar in a damaged box — and I haven’t even opened it yet because I plan to return everything to this terrible company. To make it worse, the order was split into two shipments without notifying me, and now I’m forced to wait for the second shipment just to be allowed to request a return. And what does Sony do in return? They want to charge me $150 per item as a return fee — are you serious?! This is absolutely unacceptable. I paid over $1900 for this order, and instead of a premium experience, I got frustration, delays, and poor packaging. Sony — you’ve lost a loyal customer forever.

Date of experience: April 17, 2025

PC
1 out of 5 stars

Sony ZV 10M2 modello difettoso.

Salve volevo segnalare che la cosi pubblicizzata tra le fotocamere modello SONY ZV 10 M2, ho riscontrato un grosso problema di fabbrica surriscaldamento del processore e spegnimento automatico (dopo solo quattro minuti dall' accensione) ho segnalato a sony Europa la stessa cosa ho fatto con sony Italia, mi hanno risposto che è normale. mi chiedo veramente sony e scesa cosi in basso? da evitare assolutamente acquistarla.

Date of experience: April 8, 2025

ps
2 out of 5 stars

Bought a 65" smart tv in NZ

Bought a 65" smart tv in NZ, problems from Day 1. Says i don't reside in NZ so I cant access local tv, USB continually faults and Noel Leeming (retailer) claims that software issues are not covered by warranty. Lodge a claim with Sony and it takes over a week to get to speak with someone in the Phillipines who barely speaks english. Not good enough, I will never buy Sony again and everyone should be aware that their quality and service is now non existent. Nice picture when it functions properly. Im over Sony. RUBBISH TV.

Date of experience: April 1, 2025

GB
1 out of 5 stars

Mai più Sony, assistenza pessima.

Desidero raccontarvi la mia esperienza atroce relativa agli auricolari WF1000XM4 auricolari pagati a novembre 2022 199 euro. Gennaio 2024: dopo aggiornamento firmware si nota una sproporzione di consumo tra auricolare sinistro che si esaurisce normalmente e auricolare destro che si esaurisce dopo circa 30-40 minuti di utilizzo. Vado a fare qualche ricerca on line e noto che il problema è diffuso ed è legato ad un aggiornamento del firmware che ha modificato l'amperaggio di ricarica delle cuffie e rovinato le batterie. Su diversi autorevoli forum ci sono esperienze di consumatori di altri Paesi dove Sony, in modo decisamente più onesto di quanto non accada in Italia, si è fatta carico del problema ed ha sostituito le cuffie anche a garanzia appena terminata. Contatto quindi l'assistenza (ecco, unica nota positiva di tutto questo la gentilezza della Sig.ra Sara) che non riconosce il problema e mi dice di rivolgermi ad un centro assistenza di zona per sostituire l'auricolare destro al costo di 61 euro (anche qui mi viene detto che l'unica strada percorribile sarebbe stata la sostituzione dell'intera cuffia), questo avrebbe risolto il problema. Con disappunto lo faccio ma esattamente dopo 1 mese (auricolare sostitutivo acquistato a febbraio 2025) il problema si ripropone questa volta ad auricolari invertiti. Non sarebbe stato più onesto dirmi che avrei dovuto sostituirli entrambi? Almeno non avrei buttato 61 euro. Oggi Il destro dura normalmente (perchè è nuovo, ovvio) il sinistro si esaurisce immediatamente. Contatto nuovamente l'assistenza e ancora una volta mi dicono che sono dispiaciuti ma non possono farci nulla e nuovamente avreu dovuto comprare un nuovo auricolare. Ma vi pare il modo di trattare i clienti? Non solo mi avete venduto a 199 euro un paio di auricolari che dopo 26 mesi sono quasi inutilizzabili, ora mi avete anche "spennato" altri 61 euro. Ma un po' di coscienza ed etica la avete in Sony? Per me questo brand era sinonimo di qualità, ora è tutt'altro, comportamento che nemmeno la peggior marca di terza qualità cinese si comporta in questo modo. Se navigate in rete banalmente cercando "problemi batteria ....." troverete tutte le informazioni del caso.Statene pure tranquillamente alla larga

Date of experience: March 22, 2025

M
1 out of 5 stars

Ps5 e gamestop non so chi sia peggio

Ps5 e gamestop non so chi sia peggio. Garanzia studiata per non coprire nulla!

Date of experience: March 17, 2025

M
1 out of 5 stars

Codice che arriva troppo tardi

Ma si risolverà mai sta cosa, è assurdo che non riesco ad accedere da nessuna parte perché il codice arriva dopo mezz’ora e puntualmente mi dice che è scaduto.

Date of experience: March 17, 2025

AR
1 out of 5 stars

Cuffie SONY WF1000XM4B AURICOLARI…

Cuffie SONY WF1000XM4B AURICOLARI WIRELESS pagate assai che al 25 mese di vita, un mese ossia dalla scadenza della garanzia, cominciano a darmi problemi. Le cuffie non tengono più la carica e dopo 10 minuti circa si spengono dandomi evidenza (con app) di un consumo sproporzionato tra sin e dex. Decido di portarle ad un centro autorizzato, la NEW AUDIOTEK di ROMA, dove mi viene detto che sono da sostituire le batterie di entrambe e che il costo è 130€! Un prodotto pagato 180€ che dopo 26 mesi richiede un intervento così, come lo ritenete? Valido?

Date of experience: March 17, 2025

O

OMG

US

1 out of 5 stars

Staff Who Lie Are Not Assets To Any Company

Sony does make good products and in a well lit room the mini pixel TV after extensive research became my choice of purchase. It has its flaws, the soundbar software for many is a totally buggy offering with no fix date available but nothing is perfect or covers all needs. LG has a lousy operating system, Samsung is not so good for films etc. So having made my decision on compromises I was willing to make I went to the online store and could not make a purchase as it did not work. For over a week I was in discussion with Aya at store support who frankly needs to find a job more suited to her knowledge and understanding as I was probably building bespoke hardware before she was even born. She kept blaming me and in a very condescending manner failing to appreciate the obvious. A week later she finally agreed the fault was with the web site. She stated that when I made my order the basket price and discounts would be honoured. SHE LIED. I made my order on that promise and ended up paying the full price. I asked for the complaints email address and she has ignored that request. I hope someone at Sony has an ounce of morality and makes contact to investigate but from the generally bad reviews I will not hold my breath on that expectation. Why lie or if you have no decision making powers, why make promises your lowly position cannot make happen. Customer support is not intended to damage a brand it is supposed to highlight integrity and honesty. If staff flat out lie and talk down to customers as though they are stupid then they are missing the point of their existence. The individual clearly thinks customers exist to serve her need for an income and not that she exists to promote the company positively. She will be on the receiving end of something similar so kharma will perhaps remind her to be honest and respectful in future. Be part of the solution not part of the problem! UPDATE 100325 I am still awaiting delivery of my TV and I have just notice that everything I bought at full price was put back on discount in less than a week. Of course nothing from Sony who have sold their integrity for a couple of hundred Euros. A sad demise of a brand that used to be mean something UPDATE: 220325 FINALLY, I received my TV my free gift and a coupon for my overcharge. It’s a pity it was made so hard to do so but I am happy with my purchases.

Date of experience: March 9, 2025

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