Sony WF-1000XM5 did not arrive after warranty claim

[Shay Moshe]

Name of Brand:

Sony

 

Description of your issue:

after my WF-C500 failed after a decade of use, i decided to spoil myself with WF-1000XM5, a lot also because of the reviews on SC of all the XM models. after about a month i started having problems with the left bud, but it was rare, so i didn't care much. in August it became unbearable. not a single song could be played without the earbuds dies at least 2-3 times. i talked with Sony and they agreed to replace with a new pair, and sent me a pre-paid bill. i have sent them the package and they confirmed it arrived to them, and i got an email on August 28th that they have shipped the package. of course that checking right then and there said it is "processing". but it did so until this Friday, September 6th. where it is suddenly stated it was delivered on Tuesday, September 3rd.

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

i have called Sony the moment i saw this and they said they will open an investigation. two days ago, on Monday, September 9th, i got an email from Sony saying that according to Puralator, the package was successfully delivered, and told me, and i quote: "could you please check with your neighbors or reception area to see if they have your package?", look at it how you would, to me it sounds like that is literally but politely telling me to go accuse my neighbors of stealing my package in person. i called Sony both yesterday and today trying to solve this, but i was told in both conversation (by the same customer rep don't know if by chance or not) that there is nothing to be done. they will not do anything anymore and they won't reconsider no matter what.

 

What would an ideal resolution of your issue look like?

i have lost all respect and trust in Sony products. i want a full refund.

 

 

 

[LogicalDrm]

According to https://lmg.gg/partners Sony is not current sponsor for LMG. This subforum is only for current or recent sponsorships. I'll wait for LMG verification before moving this thread to General Discussion.

[BillBill]

15 hours ago, Shay Moshe said:

Name of Brand:

Sony

 

Description of your issue:

after my WF-C500 failed after a decade of use, i decided to spoil myself with WF-1000XM5, a lot also because of the reviews on SC of all the XM models. after about a month i started having problems with the left bud, but it was rare, so i didn't care much. in August it became unbearable. not a single song could be played without the earbuds dies at least 2-3 times. i talked with Sony and they agreed to replace with a new pair, and sent me a pre-paid bill. i have sent them the package and they confirmed it arrived to them, and i got an email on August 28th that they have shipped the package. of course that checking right then and there said it is "processing". but it did so until this Friday, September 6th. where it is suddenly stated it was delivered on Tuesday, September 3rd.

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

i have called Sony the moment i saw this and they said they will open an investigation. two days ago, on Monday, September 9th, i got an email from Sony saying that according to Puralator, the package was successfully delivered, and told me, and i quote: "could you please check with your neighbors or reception area to see if they have your package?", look at it how you would, to me it sounds like that is literally but politely telling me to go accuse my neighbors of stealing my package in person. i called Sony both yesterday and today trying to solve this, but i was told in both conversation (by the same customer rep don't know if by chance or not) that there is nothing to be done. they will not do anything anymore and they won't reconsider no matter what.

 

What would an ideal resolution of your issue look like?

i have lost all respect and trust in Sony products. i want a full refund.

 

 

 

I would suggest to contact Puralator and share info from Sony if needed. After Sony ships out a package it's up to Puralator.