Sony Service Center

I was pretty scared to send my Dualshock 4 controller having read all the reviews, but these guys came through! The day they received my controller the replaced it and sent it back on the same day! It got to my place very fast in less then a week in fact! I appreciate there attentiveness and business.

Indescribably bad. I can’t even believe people by these products after dealing with customer service. I bought an XQD card reader and 2 cards. All 3 of them have broken. Total pieces of junk. It’s been 5 months of me trying to get one of the cards replaced. They can’t even find the product in their system. like to verify that they make it. This thing is a year old, and they can’t even pull it up. Then he said all memory cards have a 1 year warranty. I’m holding the paper warranty from the box. and it’s 5 years. He’s not even able to see the warranty information on the products. I usually spend 1 – 2 hours on the phone. The call is dropped once or twice. I’m transferred to the wrong office once or twice. I get transferred to an office where no one answers. When I finally do get a guy. He is the only guy. There is no supervisor. These people are all Indian and don’t speak good english. I’m given a new case number every time, so I have all these case numbers, have spent hours on the phone and on hold, and I feel like it’s my 4 year old that I’ve been talking to all this time. I just can’t even fathom the «there is no boss» bs. I finally have an address to send these cards in to, and I just can’t wait to see how bad they screw this leg of the process up.

all i have to say is this service is absolutely terrible they give you nothing but a run around. and there standard 7 – 10 business days ya right try 60+ had a customer service agent laugh at me when I requested the possibility of a loaner from them due to the fact that it was a necessity for work. I will never buy another Sony computer. Funny thing is I still haven’t received my computer.

EXCITED. Son’s warrantied XPERIA– Z cell phone that was not charging (by USB or cradle) and had pink colored water– detection patch, WAS REFURBISHED to almost new condition by these guys. Turn around was 4.5 service days… Terrific service.
Lots more than I can say for our carrier which only rung hands and shared we, «should have continued» with the rip off insurance plan.
After this, all support goes through Square Trade!

My experience with the Sony Service Center in Laredo, TX was exemplary. I had sent in an in-​warranty CyberShot camera for repairs that was barely functioning. Admittedly, I didn’t receive an email confirmation on the receipt of the product at the service center but I chose not to bother them with questions regarding the status of the repair on a daily basis. However, when I tracked the status in a few days expecting fully to see either it was not repairable or will take a few weeks at the very least, I was very pleasantly surprised to find out that it was not only repaired, it was on a Fedex truck for delivery to my home. Everything checked out fine and so hats off to Sony’s excellent service, in line with all their excellent products. Way to go, Sony and thank you!

Unbelievable. Now the *second* time I sent back my RX100 for repair, and it is STILL not fixed. Simple issue where the flash pops up and the power for the whole unit shuts down. Yet they send it back and it still has the problem.
Such a terrible experience. They make some good products, but I’d have to recommend a Panasonic LX100 or something similar as Sony’s repair service is so terrible.

Purchased a Sony car radio as a birthday present. Paid to have it installed in the car. Stopped working. Sent back to Sony repair. They did not have a replacement. Offered me a full refund not including the tax I paid. Had to discuss at great length why Tax should be refunded too. After much back and forth they agreed to refund tax. They would not refund any part of the installation fees. So I am out 65.00 for installation which is half what the poor Sony product cost me. I am disheartened by Sony’s degrading quality. The Sony name used to mean quality and reliability. The car radio installer said he has seen nothing but trouble with Sony car stereos. We spend our hard earned money on products that carry a name we trust and it’s evident that big corp like Sony are cutting corners for profit. This product was unfit for the Sony name. I suspect this isn’t the only Sony product that has gone downhill. Customer service was awful too. They put you on hold as many times as they could to wear you down so you would just resolve the refund on their terms. My recommendation. Don’t trust the Sony name anymore. Sony just got too big and money is the only customer they care about! Darlene

Sony Repair «Sucks»! One of the worst experiences I has ever had with any company. I have called and called trying to find out about my Pro Camera SLT-​a77., I was sent an estimate on a repair that was super high and all the note said was the price for the repair and call an toll free number to approve the repair. That’s when all hell broke loose. First to took over an ½ hour to reach someone. The person on the phone had no idea what I was referring to even with the Order # took another ½ hour and still could help me. Then he found it told me I would get an email within 24 hours, didn’t speak good English got mad because he didn’t understand me so ask to speak with either a repair technician or a supervisor he lied then hung up on me. I called back waited another ½ hour got the same guy His exact words were «I told you there was no supervisor and you would get an email and hung up again.
I waited another day (today) for the email which I never received, called waited this time 45 minutes got the same guy, asked him to speak to a supervisor his exact words were «I’m sick of this» which I replied «What did you say» no answer so I asked again now he tells me he is the supervisor and didn’t I tell you to wait for the email? and hung up. I
I then call support explained my issue, gave him everything he needed (numbers, names) he could not help me so he said let him talk to service before he put me on the line with them. Mind you I waited on each one of those phone calls over ½ hour each. Now I had to wait another ½ hour which I thought he was explaining my problem to the service person WRONG! To my surprise a lady comes on the phone with no idea what is going on with me or the problem. So I asked her to speak with a supervisor or a repair tech, but she said until I give her all of the info again she could not do anything. I asked if this was the repair facility or an off shore she lied and told me it was the repair facility, after continued questions she admitted she was an off shore. I asked to speak to someone who spoke English and at the facility, she would not do either. Now I am pissed off and have lost my patients.
As I am penning this letter I still have not received the repair email or a call from anyone from Sony. I was switching from Canon Cameras to Sony Pro Cameras I have the SLT-​A77 and the A700 and the A900 and was getting ready to buy the A99 not any more. The Hell with Sony! Love the products but the Service SUCKS!

Long story short, I sent a perfectly functioning digital camera to Sony Repair Center that was still under warranty (because the nob on the camera had glitches but was working fine nonetheless) and they call me to say that the camera is BROKEN. option 1 is for me to pay $ 125 (more than the camera itself) for the same model REFURBISHED. option 2 is for them to return it. I don’t know what these «technicians» did, but it certainly was in working condition! So naturally, I asked for the report of technicians’ analysis and what the technicians did to my camera, and they won’t send it to me! They will only send me photos. For me, it would have been better if my warranty expired! save the shipping cost, time, and stress!
ZERO STAR!!!

As others have already pointed out my experience with Sony Repair was so awful that I’d rather pay for 3^rd party warranties than get any service from them. This is a camera I love and have recommend numerous times and probably at least a dozen people have bought it on my advise. They have now lost my business forever.
Felt completely helpless and cheated. I was polite and accurate the entire time but was treated as if I was the one to blame. They can literally be at fault and then claim it’s your fault! Felt like I was in a system where I was wrong and not even allowed to submit any proof while they had no proof. The customer is there lowest priority – worst customer service I have ever experience.
Here is a summary:
— Paid the $ 220 flat service fee to fix a camera that I can get new for $ 440!!!
— 4 weeks (over two services) when I have no camera with no response
— Send me back a camera that was still majorly defective
— 8 frustrating hours on the phone with multiple Sony reps trying to resolve issue
— Never call back even after saying they will numerous times
— Don’t follow their own policies and ignore you when you point it out
— Refuse to listen and escalate the issue – you’re simply not worth it to them
— Make statements without any proof
— But refuse to even allow me to send photos proving they are lying
— I just could not take it anymore and just consider my money and time stolen
Here are some of the reps I chatted with: Mel (C7FD), Jaz (C2ZC), Isabelle (C7G5), Ria (CJWU)
The Tech Rep never even bothered to call back so I only know his name is Andy.
Please do yourself a favor and get a 3^rd Party warranty or take it to a local shop.

So mad right now. Got a new VAIO laptop, but found that the «End» key was broken. Was told to send here and that I would get e-​mail confirmation that they got it. Never got that e-​mail. Had to look up UPS tracking info and found they got it on ⁴⁄₂.
Was told it would take 2 weeks max to get my keyboard fixed. (Said they had to replace whole keyboard.)
Was told I should have it by today, Friday. I stayed home all day today to expect it. Called Sony, got directed to this facility with Marcus. Was told there was a delay because some items were on back order and that my laptop hasn’t gone through quality control yet.
Told me to call back next week, Wednesday.
This is incredibly frustrating. At least offer me a coupon or gift certificate or something for all this delay and lack of decent service.
I really need it for work, was expecting it for this weekend, and I have to wait again probably another week. So disappointed.

I bought a HVL-​F20S (external flash for NEX-​5TL) Sept 2013 and by Dec 2013 is was unusable.
Once the device connects to the camera, the flash turns on a off by lifting and lowering the flash (It works on a hinge). On mine, one side of the hinge started cracking with a small micro crack. This was unbeknownst to me, until I would lift the flash and the flash would not enable. That’s when I noticed the cracks. I noticed that lifting and lowering the flash caused stress on the micro cracks and caused them to spread a little more every time.
I sent the product in for warranty repair and just received noticed they would not repair or replaced because of physical abuse. The flash is in almost new condition other than the cracks. The cracks were not caused by any impact, there are no burrs on the surrounding plastic and no impact burrs on the entire unit. I called them and asked to be transferred to a local tech at their «Laredo» repair center. The tech was very accusatory (George Martinez with estimate department) and flat out told me that it’s not possible that it was a manufacturing defect. I told him that it looks like a defect in the structural integrity of the plastic when put under stress of the hinge. All he kept repeating was «physical abuse.»
This is very disappointing to me because this device should be covered under warranty. I sent them my proof of purchase that tallied to over $ 1600 in Sony Camera products last September. I bought it all NEX-​5TL, telephoto lens, wide angle, the flash, extra batteries.
If anybody knows another channel that I can try, please let me know.
Also, the warranty center sent my a picture of the «physical abuse» (the cracks that I sent it in for), and it looks like they had gotten longer than when I had originally sent it in.

I am sure all of the horror stories are true. But I also think Sony heard the complaints because my experience was great. They called every third day my camera was gone to keep me up to date and packaged it really well for the return shipment. Appears to be fixed although just got the camera back.

I always wonder for whom Unilocal is saving zero star. Well, Sony Laredo Customer Dissatisfaction Center wins the most customer hostile warranty repair center hands down. When you compare the prices of Sony and other brands, you have to treat Sony as if that It has no US. Warranty. You can live happily without ever buying another Sony. Buying grey market Sony from Costco may be a good deal. Most Sony products are still made with decent quality
Last year, Laredo puts made through hell with a defective camera. I documented my experience in my letter to Mr Mike Fasulo. I vow never buying another Sony gadgets again. I cannot explain what drove me to plunge $ 3,000 for a Vaio Pro. My pray for a defect-​free computer got unanswered. After a few weeks of light use, I discovered that if leave the laptop to go to sleep on timer, I cannot wake it up. I have to press-​hold the power key to do a cold boot. There is nothing in the event log. Most likely the machine hang before it enter into sleep. I was hoping this was software problem. I tried everything on the web. What about… yea, tried that.
After a week of struggle, I called «Laredo». OMG, it is déjà vu! I can write a book about the following week. Good knows how many system refresh, BIOS dates, firmware update, driver updates, 8.1…yes, I did the BIOS upgrade first. The tech was able to remote-​control my laptop. She was able to see something in the event log and sleep reason codes. Finally she admitted that there was hardware defect and needs new mother board. Two days later, i received an empty box and ship label. I send out the same day.
Actually there is another problem that machine. I’ve used the machine for a
title over a month. It has been sitting on my desk or in my messenger with some loose documents and folders. The cover and bottom are already discolored. Under the magnifying glass, I cannot see any scratches. I used damp cloth to wipe the surface.
It did not create more discoloration, but did it get rid of them. It turns out that the cardboard packing material to send back the computer was enough to scratch the silver paint on the housing.
Today when I called Laredo, they told me that they are sending the machine back. They did the following to determine that they have fixed my PC: they used compressed air blow out any dust. They reinstalled the factory software and ran a generic diagnose program. I specifically ask him if the tried to reproduce the power management problem. It turns out that he did not know what problems i had. Just that they had run a test, and every thing should be working. About the discoloration, he said they would only address that kind of minor cosmetic issues if there is a recall. The machine is waiting for FedEx to pick up. Oh, no, they never try to take a box from the warehouse. But after i get the machine, if the problem is still there, I can always call them to send me a box and return label…
Now I pray for strength to live though this. Is this worth it.

Worst EVER!
I’ve sent my nex 7 in for a sensor repair. Got it back in 2 weeks. I thought everything was fine until I grabbed my camera and felt some plastic parts were coming out. I was really disappointed and called up sony, They asked me to send the camera back to the repair center so they can fix it AGAIN. They did not charge me for the 2^nd repair (cuz it was their mistake) and took them another week to send the camera back to me. It was a f*cking nightmare. I couldnt use my camera for 2 months and couldnt bring my camera to yellowstone for family trip. I cant believe those irresponsible technicians made me pay for their mistake. I was so disgusted by them and tried to complaint about the situation but they kept transferring my call.
If you are planning to buy a Sony Product. Make sure you think twice about their stupid service center. Dont have any hope for them to be responsible and fix your product.

Wow. I am completely floored by the excellent experience I had in sending my Sony NEX-​5N in for warranty repair. I mailed it out on a Tuesday, received a notice that it was received that Friday, received a notice that the repairs were complete the day after, and it was back in my hands on Wednesday. How could it possibly get better?
The issues I had with my camera were: (1) there was a piece of dust stuck inside that showed up in pictures as a gray dot and (2) the bottom of the LCD screen was beginning to delaminate, which is common for NEX cameras. While my main concern was issue #1, because it affected my pictures, getting the screen replaced with no charge or hassle was a great surprise. I’m sure it will start delaminating again a year from now, but at least it’s shiny and new for now.
The whole process was so smooth and easy. The return packaging was exceptional. Now that I get a second chance with this camera, I am going to treat it much better!

I have used the Sony Laredo Service 3 times in the last 5 years or so, each time the camera was the victim of some sort of abuse and not warranty work. In every case I was amazed by the customer service communication (via email and phone) that I received from them. Professional, curteous and very respectful of my cameras. After they repaired the first camera I was so astonished by the customer service I decided right then I would be a loyal Sony customer forever.
Once again, I have used them not one but three times and every instance they get 5 stars from me.
I should add I dealt with the Sony Service Center in Laredo personally and did not go through Wolf Camera (where I bought the original camera) or the Sony store at a local mall. Heck no, I am/​was only going to deal with them directly. That is the way to go, these guys are top notch I tell you.

I’ve been a fan of Sony a long time. Great quality audio equipment, cameras and TVs. I’ve also had two Vaio laptops. I have to say that although I’m a bit disappointed with the reliability of this most recent laptop purchased last year, the service I was provided under warranty is TOP RATE — none better! The laptop had multiple issues that went wrong just before the warranty ran out and they took care of me at the Glendale, CA store. They sent out the computer to the repair center for me and I had the laptop back in a week, completely repaired with no charge.
Special thanks to the Texas repair center staff who were amazing! They assign me a specific person that was responsible for the repair. I was e-​mailed friendly and very professional regular updates on the status of my computer and the team fixed everything that was wrong under warranty. I was also sent status updates on delivery and tracking info. They even fixed a problem I forgot to tell them about! Who does that? Amazing! This is the second time I’ve had to bring back a Sony product under warranty and they have truly honored it — whatever it takes to make things right.

They took my Nex-​6, repaired it, communicated VERY well, and sent it back within a few weeks. SOLID. Thanks. I snapped a photo of a note they sent… very appreciated.

I took my laptop to a Tiger Direct for repair, they didn’t fix what I needed to be fixed (hinges, and power button), and damaged my computer further (lost screws, and further damaged hinges, etc). To correct this, and because I no longer trusted an outside service I sent my laptop to this Sony Repair Center.
While incompetent at least the people at Tiger Direct responded to customers. I haven’t gotten a single response from Sony without first prompting them; this includes when I had to approve repair charges.
I sent my laptop in the Friday after Thanksgiving, and as of this review I still haven’t gotten it back.
In the last week I have been told 3 times I would hear back from someone in 24 hours, and still hadn’t heard back when I called 48 hours later.
I have been told on two occasions that my item is ready to ship, or is in shipping when that wasn’t the case.
I still don’t have my item, so I can’t review the work.