Sony New Zealand Avis 

Great customer service and commication. Very thorough in finding out what is wrong and empathize with you about your product issue. The communication is great they cover all bases and leave you feeling happy that they are looking into your product complaint. Love Sony..Definitely.

WH-1000XM5 headset. After 7 months, the right swivel hinge popped out of the headband. I took the headset back to the retailer (Harvey Norman) who sent this to Sony NZ in auckland.

Sony replied "the issue being reported is considered to be physical damage in nature. Hence, the warranty of the product cannot be applied. We can arrange a repair request and have our service centre contact you in 2 business days to discuss the repair but charges will apply."

As Harvey Norman is legally liable for the repair, replacement or refund - my response of "This issue appears to be consistent with a known design flaw reported by other users, as documented in public forums and articles such as Headphonesty’s January 2024 report. The failure occurred without any misuse or impact, and I believe it constitutes a breach of the Consumer Guarantees Act 1993 (NZ), particularly the guarantee of acceptable quality and durability." was sufficient for Harvey Norman to force Sony to repair the headset at no cost. Two weeks later, I got my repaired headset back.

For those interested - had Sony rejected that request, the fault would become a 'major fault'. Under NZ law, I could force Harvey Norman to replace or refund the headset. Any pushback would have resulted in a Disputes Tribunal claim being raised - something Sony would not want as that would expose them to legal scrutiny.

The Disputes Tribunal in NZ is a quick, cheap, and informal way to resolve civil disputes (up to $30,000) without lawyers, using a referee to help parties reach agreements or make binding decisions on issues like faulty goods.

After buying a Bravia 8 ii at a premium price direct from Sony it packed in within 3 weeks of being delivered. Apparently an issue with the power (3 red LED blinking) and is a major problem.
I accept sometimes you get a bum product so was on to Sony straight away to get it sorted.
They agreed to replace it so all good.
However
For them to send a replacement their process is to first collect the faulty product and have it arrive in their warehouse in Auckland (we live in South Island). It also needs to be in a box. I have already disposed of the original box so they were going to send a box for me to pack. Again a slight irritation but I can accept this.
2 weeks later and still no box even though I have been constantly asking for one to be sent. They even sent a courier to collect the faulty TV. Yay. But they would not collect it as it was not in a box. Boo
They still point blank refuse to send a replacement TV or process a refund until they receive the old one but have made no concerted effort to collect the old one. I am constantly promised communications which never happen.
It is now coming to the stage of having to take it to the disputes tribunal.
I have always loved Sony products but their after sales care service is shocking. When you spend over $5k on a television you expect some decent service to back it up. Not so with Sony New Zealand.

I have a Sony A90J Master Series OLED TV that has a faulty screen (excessive dead pixels), I reached out to Sony to book in a repair under CGA, but they stated the following:

"Based on the age and usage of the product we do believe that your request to either have the product repaired free of charge is an unreasonable demand under the Consumer Guarantee Act.

Initially as a remedy for the TV it can be quoted for the cost of the repairs through an Authorised Sony Service centre. However given the type of fault & age of the TV it would be uneconomical to issue a repair quote based on the potential part and labour cost required. After labour costs are factored in the repair quote maybe be more expensive than the cost of a new TV due to improvements in manufacturing efficiencies in the years since the original TV was manufactured."

The age of the TV is under 4 years, where they are claiming it is unreasonable to get it repaired under CGA, when I paid $5999 for a premium TV.

Sony is not meeting their responsibilities under the CGA.

Sony WH-1000XM4 noise cancelling head phones right head phone detached from head phones. It had not been misused. It was 3 months within the warranty period. Sony did not stand by their warranty. This is a company that lacks integrity. Don't touch their products. Warranty is worth nothing.

Bought a 65" smart tv in NZ, problems from Day 1. Says i don't reside in NZ so I cant access local tv, USB continually faults and Noel Leeming (retailer) claims that software issues are not covered by warranty. Lodge a claim with Sony and it takes over a week to get to speak with someone in the Phillipines who barely speaks english. Not good enough, I will never buy Sony again and everyone should be aware that their quality and service is now non existent. Nice picture when it functions properly. Im over Sony. RUBBISH TV.

Very poor customer service.
Do not purchase online from them if you do not want headache… what happened to the Quality assurance of their products?

Bought a x95l 75 inch tv recently from their online and came in dead. After sales service is very slow. It is almost been a week now and they just told me they are still investigating the issue while the tv just sits useless in our living room.
I will not be buying a sony tv again.

I’ve spent around $4k on my ps5 setup. It doesn’t matter how good any of the devices are because when Sony servers go down you’ll be locked out for hours at a time currently they have been down the last 18 hours. Sony say “..some users are experiencing problems..” Actually that’s a lie the networks down globally again. Plus you’ll get hacked like me. Don’t buy Sony

Sony global is wonderful and makes fantastic products.

Sony NZ has been nothing but emotionless towards my concerns and none of the issues have been resolved.

Earphones have TWICE had batteries not hold charge right after 1 year warranty was over.
Very common issue on forums yet service team says they have never heard of this issue before lol

I'm sorry but it was enough for me to steer clear of this brand for now.

Ordered a sony A7iv, next day i notice that they didnt sent me an invoice, I called them and they told me that the order failed for some reason and that I should order again, but guess what? the camera its almost $1000 more expensive now!!!!!!!!!
Customer service where helpless and didnt want to honor my original order, Im never buying from this idi%^& again.

Product is excellent but service is abysmal. Promise to deliver product in 5 - 10 working days. It took 15 working days to get to me but Sony does not communicate with you until they eventually send the product so unless you contact them you’re in the dark. I was wondering if I’d been scammed. As I mentioned, product (tv) is excellent - pity about broken promises and poor communication.

Their website won't complete a sale without a valid phone number BUT THEY DO NOT ACCEPT VALID PHONE NUMBERS.

Further, none of their contact options provide any way to discuss with them their broken website and/or sales issues.

I won't deal with inept companies, so that's the last time I consider a Sony product.