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It is with extreme disappointment that I write about the appalling service I recently received. For a brand of this scale, the experience was deeply unsatisfactory and reflects a dire need for improved communication and proactive service standards. I first sent in my Sony A7R II (Overseas unit) on 10 Apr 25 due to malfunctioning rear buttons. The rest of the camera, including the shutter button and LCD screen, was functioning. On 24 Apr, I received an SMS (JDXXXXXXX) stating the repair was complete and ready for collection. Upon arriving at the Sony Care Center at 313 Somerset, I was stunned to find the LCD screen flickering upon first power-on. This should have been caught during basic post-repair checks, but evidently, no such checks were performed. I left without the unit, and the staff assured me the matter would be expedited. On 28 Apr, I received another SMS indicating the job was completed. Yet, when I arrived on 02 May, the camera was still with the technician. I was then told a call was made to me on 29 Apr, which does not appear in my logs—no missed calls or WhatsApp messages. The contradiction between the SMS and the technician’s claim raises serious concerns about honesty and internal communication. The technician reportedly could not identify the root cause and suspected the flex cable, If that's the case, why hasn’t the cable—costing just $22—just be replaced? I am not the technician; why should the next steps fall on me? After accepting to pay double the service fee for an overseas unit, this logic is completely unacceptable. Are customers now responsible for repairs potentially caused during the repair? Repair services exist to return items in proper working condition. Instead, I’ve made two separate visits at my own time and cost, only to walk away without my camera. I now face a third visit, hoping it will be guaranteed resolution. From a customer’s perspective, this experience is unacceptable and extremely disappointing. There ought to be an improved professionalism in its entirety. The processes in place internally, has seemingly malfunctioned together with my LCD screen. Whilst some roles and scope for the staffs on the ground had nothing to do with the situation. It puts them in a tough spot to answer to customers while some hide elsewhere. Be professional, Sony Singapore.. Edit 1 : Inbetween 02 May - 07 May, I gave the time for works to be done and I am aware that I do not know the exact timeline needed. Reached out to Sony support WhatsApp on 08 May for status update because no phone number was available to call, there was no updates, agent literally ghosted and gave standard seemingly automated replies. 09 May, reached out to Sony Support on WhatsApp again, agent mentioned they could not see chat history, and then it was back to “checking for updates”. Luckily or not, I got updates that the camera was pending to be sent back to Somerset and should be there in a few days. Up till 15 May, nobody reached out to update me. I had to go through the same seemingly automated agent on Sony Support WhatsApp for someone to call me back. I then got a call on that day the camera was already back for collection. Service fees will be waived. (Unsure of exact service that is waived). Fast forward, 17 May. Collected my A7R back, finally fully functional and repaired. Invoice stating 20% discount on parts and labor. Funny enough, the $22 flex cable causing the screen flicker is actually $6 on the invoice, and billed to me. Paid for full amount anyways to close off this episode. I’d like to think that I was not unreasonable at any point to consequently classify this review was out of rage and being a “difficult customer”. The point of this review in the end, is for anybody potentially reading this to judge the full story, or if Sony wants to reach out on ways to improve processes, do feel free.

Lousiest support ever. Bought my xm5 earbud from Sony official store online and find out issue immediately with sound fading in and out. The online store refer me to Sony care, did troubleshooting for 1 to 2 weeks, and still could not have the issue fixed. So they suggest me to go service center for repair and replacement advice. When I was there, the lady told me they can't do replacement, need to send in for repair, if I want replacement, call wisma outlet. At the end, both rejected replacement for a unit that was faulty from the start and was only less than a 1 month. Furthermore I reached out to them immediately within first few days of goods received. And now they want to send in for repair. Ridiculous for such a new unit to send for a repair and not replacement. Very bad service, will never buy their stuff again.

Review for Sony Care – Excellent Support from Ching Hao, Tanisha, and Mr. Khoo I would like to express my sincere appreciation for the outstanding service provided by Sony Care, especially by Ching Hao, Tanisha, and the service engineer Mr. Khoo. All three played a crucial role in ensuring the smooth and efficient replacement of my TV panel. I had an issue with my [Sony TV model XR-65A80L, and the support process—from the initial contact to the completion of the panel replacement—was handled with great professionalism and care. The service request was initiated on 28 July 25, and everything was resolved promptly. Ching Hao and Tanisha were attentive and responsive, keeping me informed at every step. Mr. Khoo, the service engineer, carried out the actual panel replacement with great skill and efficiency. He was punctual, polite, and completed the work neatly and without hassle. Thanks to their combined efforts, what could have been a stressful experience was turned into a seamless and positive one. I’m very impressed with the quality of service and support provided. Thank you, Ching Hao, Tanisha, and Mr. Khoo, for your excellent assistance!

I can't help but express my disappointment with both the service and the product I purchased – the WH-CH710N/BZE headphones. Despite taking utmost care of these headphones, they ended up breaking at a critical location, right at the joint. (See Picture) Moreover, the protective ear and head pillows started to burst open, not even half a year after purchasing the headphones. Due to the fact that it is bursting open at the seam (where the pieces are sewn together or connected to the plastic). It looks like a production mistake to me, especially since we were not carrying them around a lot. We had a protective cover, and they were not exposed to any sharp items or extreme use! Especially considering that the product wasn't even a year old. I reached out to the customer care service (Somerset, Singapore), hoping for some assistance, only to be told that cosmetic damage doesn't fall under warranty. Excuse me, For a product that costs around 200SGD? The three visits to the care centre were nothing but a waste of time; despite registering the product online, the answer didn't change. They only suggested me to consider to buy «replacement parts» which can only be ordered directly at the customer care center, not even over the online service. Of course, you would have to pay them and replace them yourself at home. This would mean two more visits to the care centre here in Singapore without exactly knowing how to install the new pieces and whether it's worth the whole effort. I am sorry, I expect a bit more, at least let us order online and SEND THEM HOME! AND GIVE ME A COMPLETE OVERVIEW OF THE VERY LIMITED POSSIBILITIES ONLINE BEFORE SENDING ME TO THE CARE CENTER. To top it all off, I initially wanted to leave a review for this product, but the entire process of finding out where and how to place a review was an absolute nightmare. So, here I am on Google, sharing my frustration because it's the only platform where I could make my voice heard. In summary, the WH-CH710N/BZE headphones simply turned out to be one big disappointment, and the customer service experience only added to my frustration. Sony, you seriously need to step up your game if you want to retain loyal customers who expect better from a brand with such a reputation.

Terrible service. Maybe they think they have a captive audience because we poor souls have purchased Sony products and have no choice but to use their service centre, so there is no need to bother with customer service. I had to go down to purchase a replacement TV remote. They were supposed to contact me when it was ready for collection in estimated 2 weeks. 5 weeks later, no call. No one picks up the phone (why bother having a phone line then, really?). I had to make a trip down and hope my item was there. Thankfully it was, but no explanation why I wasn’t notified or why no one picks up the phone. The Japanese founders of Sony would have resurrected themselves to commit harakiri if they learnt of the ‘service’ levels now associated with their brand.

Very poor experience with Sony Bluetooth headset purchased recently from Challenger at Tampines just last month. The headset does not connect with Dell laptop and also not with iPhone. After several tries maybe once it connects with iPhone. It now just lies on the shelf unused. There was no warning or heads up from the challenger staff on this which I would say is disappointing. Pls avoid Sony headsets.

I sent in my XM5 earbuds as I lost the left side and was quoted $143 which was rather steep but okay, it's user issue. I also had connectivity issues which I brought up to the staff. When I collected my order, they said they had changed both Left and Right side but surprisingly, only the right one had come with eartips. I asked if I can just get the eartips for the left side too but they advised it does not come with it and I can order from them for $12 with a 1 - 2 weeks wait. I went to the Sony store just beside and they quoted $26 for a pair. I bought 3 pairs on shopee for $6. Given the price paid, I'm surprised that it did not come with eartips. Also the fact they can change the right side and include the tips but not the left? PSA for anyone who might encounter the same situation.

I wish to complement the staff at the 313@Somerset Sony Care Centre where I had brought my Sony Alpha 7 to clean the sensor and lens last Friday. The service was great with the technician calling me that same afteroon to explain what he will do and what the cost will be. The job was completed in less than a week. I must mention that both the process of booking in and collection of the camera were smooth and flawless with a friendly receptionist who checked the equipment and advised on proper care of cameras and lenses in view of our humidity.

Absolutely shocking and disappointing. I had issues with my phone and went to Sony service centre. Prior to that, I have already ruled out different variables with my fiancé. The counter staff was great and courteous. He tried to figure out what might be causing 3 different power banks not being able to charge using USB C to C cable and yet USB A to C works with the 3 different power banks. My fiancé and I thought it could be because USB C has a power surge. The perplexing thing is, we have been using the same cable, same 3 power banks for the last 4 months and suddenly charging just stops after 30 seconds and the problem only started to occur 2 days ago. Bizarre. I tried to ask if the technician can check if the phone's USB C port's pins are fine. To my horror, THERE IS NO TECHNICIAN ON SITE IN THE SERVICE CENTRE!!!!!!!! First time in my life I hear there's no technician on site at service centre. The counter staff needs to bring up my issue and wait for feedback - which will take days. APPALLING. I then asked, since we have premium care, can we request for a 1 to 1 exchange of the phone. Answer is "no". They will only try to repair. Then if LED is dead? Motherboard is dead? Gosh. We bought premium care because of the premium service and extended warranty that we experience from AppleCare+. Samsung would still do onsite repair with Samsung Care. Sony? Zero technician. This will be the last phone I'll ever get from Sony. It's no wonder that Apple and Samsung can gain a bigger market share. And if you're thinking of getting a Sony phone, DON'T! Think twice about any of their products. Snail time support, zero technician on site. And definitely NO premium care if you ever ever ever decide to get a Sony phone (in Singapore, that is). They just lost my fiancé and my business.

DONT BUY SONY TVs My 7 month old Bravia 85" TV died, and the technician has visited my house 3 times to try fix the unit. First tried changing the motherboard, then the power supply, and now suspect its the 85" panel. 1 month in and they haven't offered me 1-to-1 replacement when they have replacement part shortage. I regret buying Sony thinking that it's premium with good customer support. My 2nd Bravia TV, & the last ever.