Provided me with poor, inaccurate diagnosis of my malfunctioning HVL-F60M flash.
Service center claimed that because they saw corrosion on the battery terminals, they immediately concluded it was a battery leak and did not even bother to further strip down the unit for inspection. If they did so, it would have been evident that the failure was (potentially) the power convertor board mounted on the battery case.
This resulted in charges to me and this potentially repairable flash becoming e-waste. You can refer to the photos posted as evidence (photos not of the place, but of the flash unit involved).
syumassh
1
Absolutely horrendous experience.
Sony X95K panel was faulty with lines after 1.5 years. I had to wait 1.5 weeks for an appointment.
Technician came and took a photo then said the LCD panel is not in stock.
7-14 working days for me to get my only TV in the house fixed. They have to order a new LCD panel.
Very poor service and almost no service recovery.
Their WhatsApp service only has templated answers.
I will never buy Sony again. Very disappointed.
Mickael R.
5
Amazing after sales service by Sony. When my WF-1000XM4 started to overheat and faced incredible battery drain I started to dig into the issue and found countless of people complaining about this very same issue on reddit. My buds were no longer under warranty as they were 3 yo so I was really expecting to have to pay for the fix even though it was clearly a default cause by a OTA firmware Sony had pushed few month back. To my surprise they fixed everything, replaced the part this update had caused completely free of charge. That is this kind of service that comforts me to keep on buying Sony products. Well done
Christopher Koh
1
I was previously a believer of Sony products, especially their screens. I bought a 65" smart TV for my home and just two months after the 3-year warranty expired, the TV began malfunctioning.
When I contacted Sony support about this, they told me it would take almost a week to secure a repairman, and the repair costs of the TV are estimated by the support staff to be close to the cost of buying a new one ($1,500 - $2,000), and after that hassle, it would still take another two weeks for the replacement parts to arrive! Very very disappointed with the brand equity.
Sony just isn't the brand I thought it was.
Y W
1
Defective Sony A1. Not even one week since purchase and the paint was peeling off at the bottom.
Brought it down to Sony Care and was denied a replacement or fixing of the damage as they claim that cosmetics defect is not covered under warranty.
Will not recommend anyone to buy Sony products anymore. They have the worst customer service ever.
Han K
1
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.
Sophia Morsten
1
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.
Hilman
3
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.
Weisong Ji
1
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.
Tan
5
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!