topic Re: Complaints in Portable Audio

Complaints

MaxDamage — Wed, 13 Dec 2017 15:56:51 GMT

Is there a contact number or email for a complaints department in Sony ?

I have searched high and low with no luck.

Re: Complaints

jumpsuit — Wed, 13 Dec 2017 16:04:39 GMT

Hi @MaxDamage and welcome to the Community

There's no dedicated complaints line.

I guess you could either contact Sony Support to ask them

on +44 (0) 2073652810 or contact Sony head office in the UK.

Can any of us here help you with anything?

Re: Complaints

MaxDamage — Wed, 13 Dec 2017 16:10:31 GMT

Hi Jumpsuit

Wow that was the quickest reply I have ever had to a posting thanks for getting back to me.

Here is my sad story:

I went to the Sony web site to find a good set of headphones.

Found what I wanted and followed the links and placed an online order.

A few days later the headphones turned up.

They were faulty.

I contacted the store that had fulfilled my order and they didn't get back to me.

I contacted Sony who told me the store had gone bust (into liquidation) and advised me to talk to another store.

I visited the other store and they took the broken headphones back. They didn't have replacements in stock and offered me some better ones which where a bit more expensive.

I agreed and they told me they would be a few days to get them in and I could collect them.

A few days later I went to the store to ask if they had delivered them yet.

I found the store closed, It too had gone into liquidation

So now I am out of pocket £330 for trusting that what I thought was a Sony store that I was advised by Sony to go to.

All I wanted was to get some new headphones to replace my worn-out Bose QC35's.

I figured if I complained Sony might take pity on a loyal customer and give me a clue what I can do now.

Re: Complaints

jumpsuit — Wed, 13 Dec 2017 16:25:59 GMT

Hi again

You're welcome

I'm really sorry to hear that, wow that's bad luck!

( A sad smiley face doesn't really seem to cover it)

I think the best thing to do is contact Sony Support on the number above

as they should be made aware of what has happened to you and also may be able to advise more.

You could also post the names of the two businesses here just to alert any other members that may have purchased from them.

Let us know how you get on after the call and I can always escalate it for you or get in touch with

one of our contacts.

Fingers crossed for you

Re: Complaints

MaxDamage — Wed, 13 Dec 2017 16:29:30 GMT

I know, such bad luck. I'll do that and see how I far.

Thanks for the advice.

Re: Complaints

jumpsuit — Wed, 13 Dec 2017 16:32:43 GMT

No worries

Keep us posted

Re: Complaints

MaxDamage — Thu, 14 Dec 2017 16:51:36 GMT

Update as promised:

Spoke to Sony UK and they found out the company who is managing the liquidation of the Brighton and Horsham stores. They gave me the details and asked me to contact them. Then get back to them if I have no luck.

Just did that. Lets see how that goes :).

Re: Complaints

jumpsuit — Thu, 14 Dec 2017 18:29:16 GMT

Hi @MaxDamage

Thanks for updating us

Re: Complaints

MaxDamage — Fri, 15 Dec 2017 13:02:26 GMT

Hi All, another update, tell me if this is booring and I'll stop:

I recived this letter from the company managing the administration today:

Bowden AV Limited t/a Sony Centre (“the Company”) (Proposed Creditors’ Voluntary Liquidation)

I have been forwarded your recent email to my colleague Phil Harris.

I can advise that the Company ceased to trade on 7 December 2017 and FRP Advisory LLP have been instructed to assist the director in placing the Company into liquidation.

The Company is not in a position to offer a refund and Sony Europe Limited (“Sony”) have blocked all deliveries. Sony are considering whether they are in a position to offer a refund or fulfil the original orders. Please note however, that this is not guaranteed as Sony are not obligated to do so.

I should be grateful if you would provide me with the following information in order that I can add you to the list of creditors and also pass it on to Sony:

Home address
Contact telephone number
Date of purchase
Original method of purchase
Invoice number(s)
Product description/code

In the meantime, please find attached FRP’s recent correspondence for your information.

Should you have any queries, please do not hesitate to contact me.

Yours sincerely,

Donna Kirby

For Ian Vickers

Partner

Licensed in the United Kingdom by the Insolvency Practitioners Association and bound by the Insolvency Code of Ethics

Donna Kirby
Insolvency Administrator
donna.kirby@frpadvisory.com
DDI: 01273 916675

FRP Advisory LLP, Suite 2, 2nd Floor Phoenix House, 32 West Street, Brighton, BN1 2RT
Tel: 01273 916666 | Fax: 01273 916677 | www.frpadvisory.com

Re: Complaints

jumpsuit — Fri, 15 Dec 2017 13:31:31 GMT

Hi again

No its not boring at all.

I'm sorry it doesn't seem like an easy fix, if a fix at all 😞

I have escalated this for you just to see if there's any more advice / help

they can give.

Re: Complaints

MaxDamage — Mon, 18 Dec 2017 11:32:42 GMT

So here come the next install ment of this sad story:

I contacted the FRP Advisory, this is what they came back with:

Sony have asked that I collate details of those customers who have paid by debit card/cash and have not received their items. If you are already in contact with them I would suggest you proceed with them, as I will not be in a position to contact customers to confirm Sony’s position once they have made a decision.

A glimer of hope but go away and speek to Sony :(.

So as I am loosing the will to live I sent Sony this:

Hi <Name hidden to protect the helpdesk>

You asked me to contact the FRP Advisory (detail below) and come back to you and let you know what happened.

I contacted them and they just got back to me, they say:

So they are telling me that Sony are considering completing the orders that the Sony Centres Horsham and Brighton have failed on. They have in turn asked me to contact you.

Please see attached email tread by way of confirmation from the FRP Advisory.

Help! I’m drowning, Sony centres stole all my money and now I can’t afford any headphones. There goes Christmas.

Re: Complaints

jumpsuit — Mon, 18 Dec 2017 11:40:01 GMT

Hang tight MaxDamage.

Escalations haven't got back to me so far and until they do

there is still a glimmer of light

(A faint one, but still a glimmer )

Re: Complaints

jumpsuit — Tue, 19 Dec 2017 09:12:36 GMT

i again @MaxDamage

Sony have been in touch to let me know that your case is currently being handled by

their customer relations office and they will be in contact with you soon.

Let us know how it goes.

Re: Complaints

MaxDamage — Tue, 19 Dec 2017 09:58:40 GMT

Oh cool, thanks for letting me know. Yes If I hear anything I will keep updating this.

Re: Complaints

MaxDamage — Mon, 05 Feb 2018 16:07:23 GMT

Just wanted to update on what happend.

After a bit of back and forth Sony UK decided to send me the headphones. That was a decent and nice move.

I also want to say thankyou for the support. It took 4 months but all good in the end.

Thank you guys and thank you Sony who have renewed my fait in common decency.