Sony Online store

I'm a supporter of Sony products, however I bought a $4400 OLED Sony TV 3.5 years ago and it has totally failed and won't power on, with a fault many on the internet have also experienced with this particular model (Sony 77inch A80J). I submitted a claim with Sony online, have had numerous days of emails back and forth and I still have no… Read more

resolution whatsoever a week and a half later. Sony told me today (after a very long time on the phone) I could either purchase a new TV for a small discount or pay for a repair ourselves. I am currently waiting for a call back from a different department. I'm just seeking an appropriate remedy under the Australian Consumer Law statutory warranty.

Don't buy Sony products. They will not honor their responsibility under Australian Consumer Law. Have had 2 Sony TV's that have failed after 3 yrs and 4 yrs. They do not want to know about it. Our family will no longer buy any Sony products. Avoid Show details

Quick and easy! – Ordered a PS5 digital online on Saturday as it's cheaper from Sony directly. After ordering the order was left as 'processing' for just around 24 hours so I found this review site and got very scared. Monday morning my order changed to dispatched, and come Wednesday afternoon I was able to pick this up from rural Queensland from the post office.… Read more

No bumps or scratches like other reviews made me very anxious about. Very quick process, will order from Sony directly again.

Great service, free delivery & the fabulous Sony product, at a great price, who can ask for more – The quality and service, delivered free direct from Sony. Well priced and delivered quickly at no more than you would pay at an outlet. Was also able to access product not available in the market. Show details

Sony Service & Support Is Excellent – Had a faulty Sony headset, sent it in for repair. no issue was found (hate it when that happens). might hv been the cable. Sony service centre returned the item. what struck me as odd, when i got it back was that the left hand side ear pad that was damaged by me before i sent it in. came back to me with a brand new ear pad. i didnt mention it to… Read more

them as it was clearly my fault. so they chose to replace the ear pad without even charging me for it and they wld hv been well within their rights to charge me.

Any way that i look at it, I have come to the realisation that they genuinely do care about their products and their customers.

So as well as having a fantastic headset (Sony WH-1000XM3), I now know that they stand behind their products with genuine profressional support.

THANK YOU SONY

My order was supposedly despatched on February 10. It is now February 17 and still no TV and no update from Sony or the courier. I have managed to find the company responsible for delivery and have messaged them. I have also emailed Sony asking where my order is. I hope to get a response. Incredibly poor communication - no tracking number on the invoice - I only found it after going into my order history. This is appalling.

I purchased a TV, direct. Nearly 3 weeks later, my TV sat for 5 days in a depot, Brisbane. Queries between Sony and their multitude of other morons rallied excuse after excuse. Now, the order was cancelled, due to being incapable imbeciles, yet, I'm still waiting for a refund.. on a product I never even set eyes on.. with the added excuse of "we… Read more

need to wait for the item be delivered back to our warehouse".

I rang them (Sony) for a laugh, the other yesterday, and almost wept with laughter about the fact they're withholding my coin for an item they lost.

Legally and morally, they're wrong. But hey, it is kind of amusing. Utter uselessness, mate.

I then purchased same model TV through Amazon Australia. It arrived at my doorstep 3.4 days later.. looking at it right now. These things are not so difficult.

Waiting on a Xmas present since 10th December for my kids which ive just been told after trying to contact them for three days that they have forwarded to another company to deliver but cant tell me where it is. Its now Xmas eve and my kids will be missing a present under the tree tomorrow which is absolutely not ok. The clown on the phone didn't… Read more

seem to give a d#mn about the importance of this delivery she just sounded like she wanted to go home. To say im p*ssed off is an understatement.

Buyer Beware: 3 Defective TVs and an Unresolved Pickup Ordeal My experience with this TV from the Sony eBay store has been a five-month (and counting) nightmare. It began in July when the first unit arrived faulty. After a replacement, the second was also defective. The third unit they sent was faulty. I ended up paying the installation guy three… Read more

times for installation and waste my own time uninstalling and waited for their pick up service's no show up Despite promises, they failed to arrange pickup for the third faulty TV, blocking my refund. I was forced to file a claim with PayPal, which thankfully was approved. However, the saga continues. The store either doesn't schedule a pickup or their contractor simply doesn't show up at the scheduled time. The defective TV remains abandoned in my garage. The product itself may be good, but this seller's quality control and customer service are severely lacking.

I tried buying refurbished earphones from their official eBay store and instead of assisting me with getting the item delivered, the customer service representative (CJ) actually instructed Australia Post to return the item back to them. That left me without my earphones, with no timeframe for a resolution, and I wasn’t offered any options at all. Terrible customer service—would never purchase from them again.

I purchased a Sony TV in December 2024, and within ten months it developed bright green horizontal and vertical lines across the screen. From the start, dealing with Sony’s warranty support has been frustrating and disorganised. I followed all instructions, sent the requested photos in the correct format, and waited for their response — only to be… Read more

told several days later that the photos had not come through. When I asked why they hadn’t contacted me to request a resend, they admitted they should have but didn’t.

Sony eventually authorised a local repairer to assess the TV, but the process has been slow and poorly managed. I followed up multiple times with both Sony and the repairer, receiving conflicting information and no clear repair date. At one point, I was told to contact the technician directly after several failed attempts to get an ETA, and even then the technician promised a repair date that never materialised. After a month, the TV remains faulty. The repeated delays, poor communication, and lack of proactive support have made this an exhausting and frustrating experience.

Overall, while the TV itself is clearly faulty, the experience dealing with Sony’s warranty and their repair network has been far worse. The slow, uncoordinated, and inconsistent service has caused significant inconvenience and disappointment, especially considering the premium paid for a Sony product.

This is the second time I’ve had similar issues with Sony warranty claims in the past five years. I had previously assumed my first experience was an isolated case, but after what has happened this time, I’ve completely lost confidence in Sony’s customer support. After more than three decades of owning Sony products, I no longer plan to remain a Sony customer.

Online store engaging in deceptive conduct trying to create artificial hype and fomo over their newly released xm6 headphones that initially had lackluster reviews with reviewers advising not to buy them. They created a sale which was not that far off from promotional launch prices and then cancelled half order and shipped the remaining saying it… Read more

was a 'pricing error'.

Bose had something similar and even they had the common sense not to p*ss off their customers and honoured all orders (which were ACTUALLY at a ridiculous price under $200, unlike sony who's sale was close to launch promotions). Meanwhile sony's response: go cry to fair trading.

Will never buy another sony product in this household.

Avoid Sony Australia, DO NOT order anything from them. They listed the headphones cheaply, then cancelled the order with no compensation or apology. Customer support treated me like a criminal, not a customer. Never ordering from Sony again. Show details

SONY BRAVIA 8 TV and Soundbar 9. Good quality product but service is extremely poor. Incomplete setup guides and disjointed offshore technical support. Hours to access phone support. Major omissions on the set up like missing firmware updates required. $5.5k spent and company stripped of its customer services base possibly to meet shareholder… Read more

expectations in the short term. A real disappointing eyeopener on the decline of a top company. Should have gone LG. Who knows any more.

I recently purchased a Bravia K85XR90 television direct from Sony Australia. It is their top of the range mini LCD TV with a retail price of $7,999 AUD. As it was pre-ordered due to being out of stock, it was on offer at a discounted price. When the TV finally arrived it was placed in my garage by the delivery guy, where it remained untouched… Read more

until my professional installers arrived a couple of days later to mount the TV on my loungeroom wall, replacing an older Sony. All went well until the TV was turned on and, with white light behind it, a crack was clearly visible at the top of the screen. I immediately contacted Sony Australia, who requested I send photographs of the TV screen and the box and packaging. I waited a week or so, only to be told that it was not covered under warranty and that I'd have to buy another. Were they kidding? Nope! This TV had come from Japan on various boats and trucks, and been stored in various warehouses, before being placed in my garage, and finally being lifted a metre onto my wall by professional installers. But somehow it was my fault! I could not believe that Sony have no delivery insurance, in case of damage along the way, and certainly has no option of such on their website. I then asked for the case to be escalated. Whilst waiting for their reply, it dawned on me that I had paid using PayPal, so I immediately raised a dispute. Well, within hours I received a phone call from Sony Australia stating that due to my PayPal dispute, they would be replacing my TV or issuing a refund. However, they asked that I first drop my PayPal dispute. This seemed a little bit unusual, so I thought about it over the weekend. However, when I checked my emails on the following Monday morning, I discovered an email from Sony, stating that they had reviewed my escalated case and determined that the damage was not covered under warranty. I immediately contacted PayPal, who advised that I should escalate my dispute with Sony to a claim, as once a dispute is dropped, it cannot be opened again. I followed this advice, and within hours, received an email from the original Sony representative that I had been dealing with, wanting to know why I had proceeded to a full PayPal claim, and wanting to know what had changed. I then phoned and spoke with this person, who sounded angry and stated that PayPal always find in the buyers favour, and as such she even gave me the date when the refund would go through, and would now arrange for the damaged TV to be picked up. Confident in my refund I immediately ordered another, identical TV from my local Harvey Norman dealer, including an extra 4 year warranty, which wasn’t available from Sony direct. Happily, this one arrived a week or so later, undamaged and was placed on my wall by my installers without incident. This TV is truly a great TV and I have nothing but praise to say about it. However, the support, or lack of, from Sony, left me shaking my head. I would never buy directly from Sony again, certainly not a TV. It is clear that if I had not purchased the original TV using PayPal, I would be stuck with a damaged screen, leaving me no option but to fork out for another! So please, if you have to buy from Sony direct, for goodness sake use PayPal!

I purchased Sony TV online. After one week I purchased it, they did not give me the timeframe for delivery of the TV, so I cancelled my order. I did not receive the TV and did not send it back to SONY an even though it took 1 month and 20 days after cancellation to get the refund from SONY. I was with SONY customer regulation group on the phone nearly every day. Terrible customer service. The worst experience I ever got buying online.

Reported pink stripe showing on Sony XR-65X90J TV. Tv out of warranty but less than three years old. Thought Sony would at least cover part of the repair cost but would only offer discount on new TV. Not very happy as have always bought Sony tv and sound systems. But don’t want to buy yet another product from company that won’t stand by its products. Show details

Their live agents are clueless. Terms and conditions are all over the place. Their recycle receive program is nonexistent even though they're promotion it on their website. Good luck trying to find the link to it. Have they just tried to translate all the content on their website from Japanese to English? My 3 year-old could've done a better job. Not buying anymore Sony product, not worth the headache

Delivery was two weeks late. No tracking provided. The tracking link was to a different courier to the one making the delivery. Sony was not interested in following up, so I had to investigate the status of delivery myself. Each call involved a half hour wait and resulted in a different delivery date quoted. I have raised these issues with Sony - apparently not their responsibility or problem. Show details

Your know a company has poor product and poor customer service when their feedback survey doesn't let you submit a review. This is the poorest service and I want to place 1s on the survey but suprise suprise it gives me an error message at the end of the survey Our 83 inch Sony Bravia took 2 and a half months to fix after 5 red flashes said a… Read more

new part was needed to work. This is where we had no TV or support in the interim. A part that the repairer were waiting on didn't even solve the issue when it came in. So it went back to the repairer who magically had a part at the warehouse the whole time. This process particularly from Sony was the worst customer experience i have ever had. Clark the Technical representative didn't get back to me or follow up with any prompt. No follow up through customer service were escalated and no manager called me or alerted me of any updates and kept us in the dark for a long time. We even emailed the C.E.O and Customer service in Japan who didn't get back to us. No avenue for complaint and escalation. Look up customer reviews for Sony TVs. I was shocked how bad you treat customers. We are never going to purchase a Sony Product after this poor experience. I mean we wanted a new TV we were waiting so long for. If the C.E.O can see this. I would fix it quickly if I were you. It's not the respect and culture we expect from a Japanese company.

[Name Removed] and repairer could have had a lot better customer service. No one really kept us up to date nor said what they think the problem is, nor provide any solutions for being without a TV for nearly three months. Also everytime this was escalated Sony customer service was saying hasn't it been repaired yet or has it been repaired. Super disappointing it wasn't escalated or prioritised. And that shipping of a part that didn't solve the issue took 2 and a half months. It was how they all went about it. Rude and didnt care and still have a poor product that can blow again with 5 red flashes.

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 listen to my experience,… Read more

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.

Based on my experience with Sony Australia I would give 0 star if I can. Be careful. I bought a expensive oled TV for around 3k. After 3 years, it had a green line in center of screen. Upon Contacted Sony and they refused to have the TV assessed and repaired under ACL. They quoted some really stupid price which is similar to a new TV price and… Read more

just tried to push me to take their upgrade offer and buy another new TV from them. Stupid customer service .

Based on my experience with Sony Australia I would give 0 star if I can. Be careful. Don’t buy Sony TVs as they stopped working for no reason and it goes into the loop and keeps turning itself off. Contacted Sony and they refused to have the TV assessed and repaired under ACL. They quoted some really stupid price which is similar to a new TV price… Read more

and just tried to push me to take their upgrade offer and buy another new TV from them. There’s really something wrong with their TV quality. I’ve contacted retailer and they booked in a free assessment straight away. The repairer came today and said it’s Sony TV again. All he sees lately are problems for Sony TV. I asked him why and he pretty much said the board they used is cheap and they just failed. I thought Sony was a good brand as TVs are more expensive than others but quality from Sony TVs now is just too bad. The repairer said buy LG or Samsung the board quality would last 10 years. Not like Sony that it fails and they just want to push you to buy another one. The way they run business is quite unethical. I have purchased 3 Sony TVs. 2 of them got issues so far. I don’t think I’ll buy Sony TV ever again.

Sony Fraud, Abuse of Consumer Law Warranty and Rights, Selling Defective Products with Intentional Short Life Designed to Fail and Take Money As the title says, stay away from all Sony products as they are extremely poorly engineered and designed, use cheap and extremely fragile materials which WILL break, and then furthermore Sony as a company… Read more

operates ILLEGALLY and UNETHICALLY by blatantly refusing to accept consumer rights and laws across all countries around the world. Sony is a money hungry company and will not honour your rights as a consumer to products of acceptable quality for the extortionate prices Sony charges. By qualification I'm an Engineer and Legal background, both fields I'm a professional in and my statements are credible and accurate.

My Story: I bought Sony WH-1000XM5 headphones solely for the purpose to use at work, an office desk job, a maximum of 3 days a week. Extremely light use as you can see, never used in abnormal conditions. I've cared for these headphones like they're my baby, never dropped, $500 is a huge amount to earn by working and pay for a luxury like these headphones. One day while sitting at my desk at work, I felt the headphones loosen on my head and immediately I knew something was wrong. I carefully removed the headphones only to discover that the left hinge had completely snapped. Upon inspection I noticed that the nature of the crack was a material failure, Sony uses an extremely soft and rubber-like plastic which does not tolerate temperature or headband movement whatsoever, so as a result the material has initiated a crack which resulted in cracking to completion around the body, and thus total failure and separation. I contacted Sony Support hoping to be treated with respect as a loyal customer, however they responded saying they are refusing my warranty due to "physical damage". Appalled, I escalated this to Sony Customer Relations and was spoken to by a Sony representative named [Name Removed], who implied that I had intentionally broken the headphones and was trying to get a warranty claim. HOW RUDE! He further implied that "you can escalate this to whoever you want, Sony will not refund or replace your headphones and you can go buy another pair from us". [Name Removed] and his employer Sony utilise bullying tactics to taunt customers and refuse their LEGAL RIGHTS UNDER AUSTRALIAN CONSUMER LAW to repair, refund or replacement. Instead, they laugh at you and tell you to keep buying their products.

This issue with the Sony WH-1000XM5 Headphones is a worldwide and widespread DEFECT, there are countless articles, posts and complaints about these headphones breaking in the exact same manner. They are a intentionally poor and faulty design from Sony, use sub-standard quality materials and are designed to break so you can keep paying money to Sony. What an embarrassment to the Sony name, it is not the company it used to be decades ago and is losing its reputation with every single product they sell. I will be taking this matter to the Civil Tribunal, to all National News Outlets and Channels, Social Media, and gathering customers who have also suffered the abuse of their Consumer LAW Rights at the hands of Sony, and will be commencing a Class Action Lawsuit. This DEFECTIVE SONY PRODUCT is supposed to have a worldwide recall in place and Sony is refusing to fix or recall the product, so this is why the action is justified from all consumers. Until then, don't buy any Sony products, tell your family and friends to not buy Sony products as well, post all your negative experiences on social media and contact local news outlets, and progress this Class Action Lawsuit to teach Sony and their grubby tactics a lesson.

They offer a price match functionality which always results in rejections. I can buy sony headphones at woolies for AUD479, in Sony for AUD549. Price match rejected. Off to woolies then Show details