Sony UK Omdömen 1 545

I am writing this to warn others about the Sony WF-1000XM4 headphones. I didn’t just have one pair fail; I bought two separate pairs (one for myself and one for my wife) and both have developed the exact same battery drain defect within 2 years.

To have £400+ worth of hardware become electronic waste in such a short window is unacceptable. Even worse is Sony’s refusal to take ownership. Despite this being a globally documented issue, Sony Support simply hides behind legal loopholes, directing customers to the retailer rather than standing by their engineering.

A reputable brand would acknowledge a systemic fault and support their customers. Sony has chosen to do the opposite, providing only generic troubleshooting links and a "not our problem" attitude.

I will never purchase another Sony product. If you’re considering these, be warned: you are buying a product with a built-in expiration date and a manufacturer that will disappear the moment things go wrong.

Product: 2x WF-1000XM4

Issue: Systemic Battery Failure / Inherent Defect

24 hours between each reply.
Good luck with customer service chat, it takes 24 hours for each reply, so far its been a week and all I have achieved is proving my identity, zero actual help so far

Sony Bravia OLED tv developed fault after just over 2 years, said it was burn-in not covered by warranty, despite watching normal tv only, TC is not fit for purpose if cant handle normal tv for 2 years. Customer service terrible, first email i checked online someone just cancelled the job. Second one basically said tough its normal for OLED tv's ,my fault for apparently watching it incorrectly. Although 5 year warranty tough, wont repair or replace. Will not touch another OLED tv from Sony.

Ably assisted by their distribution partners DPD Local, Sony UK Online Store have achieved spectacular levels of incompetence. I ordered an item on 13 Feb for delivery on 14 Feb. The courier tried to deliver it to a different postcode. The explanation was that line 2 of my address was missing - yet the postcode was correct and they had my phone number and could have called me, which would have solved the problem. Instead, I got a "Sorry we missed you" text. I went back online and used the "Safe Place" field to add the missing address line and my what3words location. They tried to deliver it on 15 Feb and we had a repeat performance - wrong postcode/"Sorry we missed you." I arranged delivery again for 16 Feb. After 3 ignored attempts to contact Sony online, I called Sony on 16 Feb and was told they would send the correct details to DPD Local and I would receive the item on 17 Feb. I received no notification about this - on 17 Feb the tracker was saying they would deliver on 16 Feb. I called Sony again and was told that the item was being returned to their warehouse and would then be returned to me, via DPD Local again. That would add another 3 days to the delivery process, making it a week late - not great for a next day promise. I lost all faith in Sony at this point and requested a cancellation. They then added insult to injury by saying they would wait until the item reached their warehouse before crediting my card and the refund would take 3-5 working days to complete. No wonder Amazon have grown so much!

Well I bought a Sony Bravia 8 2025 65”all was fine till you get a message saying update which interferes with my PS5 and causes the picture to flicker I have even bought new hdmi cables for tv and PS5 still don’t do nothing I even phoned Sony they won’t do any thing unless you reset the tv who to say that a reset will even work I could loose all my subscription channels which I don’t won’t they won’t help you unless they get a reset number there is no evidence to suggest that a reset will cure the problem I am Disabled and finally today a lady called Huda hopefully sorted problem excellent thank you

I purchased a Sony XR-55A95L TV from Richer Sounds in November 2024 which came with a 6 year warranty, 5 years from Sony for the first 5 years and the last remaining year covered by Richer Sounds themselves. The TV was initially set up, and once completed the TV confirmed "Thank you for registering" Fast forward 15 months and the TV has developed a fault with the sound. I contacted Sony Customer Services to report the fault, to be told it's out of warranty and that I didn't register the product within 90 days, which requires going on to their website to register for the 5 year warranty! Ok, I hold my hands up to making a mistake with the registration, but it's not very clear, especially when the TV confirmed being registered! But the worst part of this experience is with Sony, and how completely unhelpful they are! Their unwillingness to consider a late registration, the attitude of their call centre operatives is nothing short of shocking, certainly something I didn't expect from what I'd considered a premium brand and one that I have been a loyal customer of for many, many years. The lack of empathy has completely tarnished my opinion of Sony and as such, I will never ever purchase another Sony product ever again! Congratulations Sony on how you look after your loyal consumers?

When I was a teenager, the Sony Playstation launched and wow, was it a machine! A friend still uses my old machine 30 years later, with the original controllers. It works fine with no repairs/replacements over the period.

Zoom forward to the PS5 and what a sad indictment of Sony this is. Previously a brand with a reputation for quality, I would not go near another Sony product because of quality issues. Not only have their TVs, phones etc become very mid-table, the Playstation 5 stands as a turning point in brand quality.

I have had to have my console repaired twice in 3 years and I'm not an intensive gamer. Both Sony controllers are defunct in the same period (replacement more than £60 each). The console itself has a reputation for over-heating and crashing, the controllers suffer terribly from 'stick drift' due to cheap sensors - the internet is wash with those, like me, who have suffered poor quality for their nearly £700 investment.

Sony has burned its boats for me. As a loyal Playstation fan for 30 odd years, I quit. Expensively priced, poorly built equipment won't stand in a competitive market & the low quality is clearly a policy for the brand now. While researching for this post, the number of complaints about Sony TVs, phones and other kit is staggering. And a fall from grace from the 1980s/90s when Sony was well up there with the best.

I'm sure the company has crunched the numbers and learned that they make more money from high volume, poor quality products but the brand itself will take decades to recover from this decline in reputation.

Playstation 6? No thanks, I'll spend a bit more on a laptop that will last three times as long (not a Sony!).

This is a review about their customer service and product quality. Mostly product quality.

Firstly, I've had good experiences contacting customer service over issues regarding burn-in and other problems with their televisions. I've found them fair and generally OK in the past. I've also had bad ones. More on this below.

I will say that I do believe their televisions are getting worse, not improving. I've had two replacements in 5 years because of burn-in and a weird white patch in one corner. When describing their TVs, they're made of cheap-looking plastic nowadays. The new smart remotes do not have channel numbers, so you need to go through the slow and awful Android user interface. The batteries run out quickly because of the light on the keypad draining them quickly. Then, Android is still there, which is an intrusive surveillance capitalism operating system, which is disgraceful. The power up on the television takes probably 15 - 30 seconds before it even responds to the remote control's power button showing removing the power brick was a mistake..

Then, OLED. OLED is the worst type of display I've ever used. After about 2 weeks of having the replacement television, there was already burn-in - multiple lines are everywhere on the screen. There are horizontal and vertical lines predominantly on the bottom and right of the display. After about 5 months, there is so much burn-in, it's impossible to concentrate on whatever you're doing without noticing it and complaining about the problem.

I wonder if OLED was specifically designed as a post-covid, cost of living crisis springboard by investors to result in more television sales to help the television side of the electronics industry grow in revenue. Why? Because it practically guarantees 'consumers' will need to replace their televisions more frequently because the burn-in is more pervasive than it's ever been before. Goodbye to 'consumers' keeping their electronics for 10+ years. I believe Sony and others have cynically designed this television display to make more money.

Anyway, I submitted evidence two months ago showing burn in using grey backgrounds, blue backgrounds, green backgrounds and also what I see when using both PC and console and got basically told there was nothing there. It's gotten worse since to the point, I can see probably 100 lines on the screen.

When I got the replacement, there was no warning from the repair company or Sony about the burn-in risk. Because their televisions have historically been resistant to those problems and been recommended as PC monitors, anyone and their Hippopotamus would therefore assume this television would be completely acceptable for that purpose. It's really, really not, which forces people into PC monitor purchases, which is an additional expense.

Sony basically have closed the case and said that I now need to call out an engineer at my expense to investigate my claims. When I contacted them, the TV was still in warranty. Now it is not, but the situation there is unbelievably frustrating.

Unfortunately, I'm going to have to avoid Sony products in the future because they're on a steady decline of quality. For less of the cost there are superior products available from other brands.

To whom it may concern,
I am writing to formally escalate an unresolved and deeply concerning after-sales service experience involving a Sony product that was confirmed to be under warranty at the time of first contact.
The product in question is a pair of Sony ULT Wear Over Ear Wireless Noise Canceling Headphones (WH ULT900N), purchased from Amazon UK on 9 December 2024. On 7 November 2025, while the product was still within its warranty period, I contacted Sony UK due to a fault that developed in the right ear cup. Sony UK registered my concern under Case Number 28500081 and, due to my recent relocation, formally referred me to Sony Canada for continuation of after-sales support.
Upon contacting Sony Canada, my case was registered as Case Number 10728910. During my online interaction with a Sony Canada representative, I provided all requested details, including the product serial number. I was explicitly informed that the serial number qualified for a replacement and was advised to submit my purchase invoice and photographs of the defective headset so that a replacement could be processed and shipped to my Canadian address.
I complied fully and promptly. However, after submitting the requested documentation, I was unexpectedly informed that I no longer qualified for a replacement, with no clear, consistent, or reasonable explanation, despite earlier confirmation of eligibility. This reversal contradicted the prior assurance given by your representative and left me without any meaningful resolution from either Sony Canada or Sony UK.
This experience has been extremely distressing. My expectation, entirely reasonable for a global brand such as Sony, was that warranty support would be honoured irrespective of relocation, particularly when:
• The defect occurred within the warranty period
• Sony UK formally referred the case to Sony Canada
• A Sony Canada representative explicitly confirmed replacement eligibility
Instead, I was subjected to conflicting information, prolonged correspondence, and an ultimate denial without a satisfactory justification or alternative remedy.
I respectfully request that Sony Canada leadership:
1. Re-review my case in full, including chat records and submitted documentation
2. Clarify the basis for reversing the replacement decision after eligibility was confirmed
3. Provide an appropriate resolution, including replacement in line with Sony’s warranty commitments and customer care standards
This situation has significantly affected my trust in the Sony brand, particularly given that Sony’s global reputation for quality and customer support was a decisive factor in my purchasing decision. I sincerely hope this matter can still be resolved in a manner consistent with Sony’s values and international consumer expectations.
I would appreciate a written response from a senior customer relations or leadership representative at your earliest convenience. All supporting documents, invoices, and correspondence are available upon request.
Thank you for your time and consideration.
Yours sincerely,
Onyinyechukwu Akaeje
Sony UK Case Number: 28500081
Sony Canada Case Number: 10728910

Terrible Customer service! My headphone's case zipper broke for no reason. It's a premium headset WH1000-XM5.Just poor quality carrying case I believe. I only have it since Christmas. I was blamed that it was impact damage and the warranty doesn't cover it. I am always talking care about things like that and I can insure you it wasn't impact damage.For a company like Sony you would expect little bit more than that. I will definitely consider a different brands in the future. To make one case like that probably cost them around 5 euro but they still wouldn't be nice and send me a free replacement. It's a shame really.

My new Sony Bravia TV failed after 7 months. I’ve been without a TV for over a month waiting for a warranty repair. Poor communication, contradictory updates, zero urgency. Sony’s after-sales support is simply not fit for purpose. If this is Sony’s idea of premium service, think twice.

I ordered a Sony home theater system as a birthday gift for my husband in mid-November. Two days later, the delivery company (ArrowXL) delivered the wrong item. Since then, we have never received the correct product and have not received a refund either.

We have called Sony countless times and sent many emails. Every time, customer service promises to “sort it out.” We were given at least 10 different delivery dates, complete with notifications, times, and dates—yet no one ever showed up. Not once.

Months later, we are still without the product and without our money. This has been an exhausting and extremely disappointing experience. Sony’s customer service has been completely unreliable and unhelpful, and there has been zero accountability.

I strongly advise not ordering directly from Sony. Save yourself the stress, wasted time, and frustration. This has been the worst customer service experience I’ve ever had.

Yet another dissatisfied Sony customer who bought the WF-1000XM4s a few years ago. Same battery degrading issue that you see all over the internet.

Threw them in the bin today. I have spent quite enough time seeking solutions. So I bought two high end pairs of headphones, one on ear and one clip, from another company. Coupled with everything else I have bought from Bose, Sonos, B&O etc., you have lost another customer who spends a lot on electronic kit.

Bad move Sony. You should have simply offered replacements free of charge to every customer who thought they were buying a high end product from you. Instead, you have cost yourselves an awful lot of sales.

Crap service always comes back to bite. Some companies will never learn.

PRAY, that you don't have any issues.

I like Sony product's always thought they were decent but you better pray you don't have any issues as their customer service is non existant. I received a set of rear speakers on 31st December, the box had clearly been opened previously and inside the 2 speakers were from 2 different serial numbers. they will not connect to the sound bar and totally useless. Sony have still made no attempt to rectify the issue, replace or refund. whilst they are sat on my £500 probably making interest. Don't risk it. shop elsewhere

Don't buy anything sony branded, from sony as it will be counterfeit.

Trying to sell a ps5 controller, brand new in box and still sealed, purchased directly from sony. Trying to sell it on ebay, sony have reported the listing stating it's counterfeit, so must mean they're selling counterfeit goods, or someone is bad at their job 🤔
Or you can't re sell things that you purchase and have no need for anymore?

Whatever the reason, ridiculous company and ridiculous customer service

Been waiting for a refund since December 2025. Cancelled a TV and it went back to Sony. Still not heard back or received a refund. Awful company and customer service.

Atrociously bad at complaints. Nothing is helpful on the website and the 'agents'(ai garbage) are a waste of time.

Paid for next day delivery and 5 working days later it arrived in flimsy, damaged packaging. If I'd seen their 83% 1-star rating on this website I wouldn't have gone anywhere near them. They take care to ensure you have no way of contacting them once you've handed over your money.

I paid £2,500 for a Sony Bravia 77" OLED, and it broke within 5 hours. Absolute junk.

Repair has taken over 10 days and counting. Sony customer service is terrible—once they have your money, they don’t care.

Bought from Currys, which was also a mistake. Very poor experience from start to finish.

If you want to throw your money away, buy Sony. Otherwise, avoid it. LG is much better.

It’s a sad state of affairs when eight days after a delivery was originally promised by Sony and seven days after Sony were aware there was a problem, they're still needing another 1-3 business days before being able to give an update. This implies there are a large number of issues still to be resolved after the bank holiday and reflects poorly on Sony.

Sony’s courier DPD have secure delivery options for suppliers including “Signed For” and “PIN numbers” to ensure the delivery is received by the correct recipient .
Sony chose not to use secure options, instead using DPD Local who, on this occasion, had no security.
Worse than that, the DPD Local courier chose the wrong house, didn’t ring the doorbell – presumably as they were late- and took a, frankly, useless photograph, which was completely un-helpful when it came to us trying to track down the parcel.

No thanks to Sony or DPD Local, a neighbour found the slightly soggy parcel the next day and completed the delivery process for you.

I now have no confidence in ordering anything directly from Sony.