topic Sony Cashback Scam? - Where to complain? in General chat

Sony Cashback Scam? - Where to complain?

Nirurin — Thu, 16 Jul 2015 17:42:53 GMT

I recently purchases a sony a6000 camera from John Lewis, under the terms of the current sony camera cashback offer. This states that I receive £50 cashback if I purchase a camera during this time frame, as long as I send them the invoice which shows the date, invoice number, product model, etc.

I have now done this 6 times.

Every single time I send it, they respond with a different 'reason' that my claim is invalid. Sometimes it is that the date is not shown. Sometimes that the model number is not shown. Sometimes its the invoice number that isn't shown.

However... I always send the exact same invoice document. And the document clearly shows the invoice date, invoice number, model number, etc etc. The document is perfectly fine.

At first I gave sony the benefit of the doubt, assuming that it was some kind of automated service. However I have now had slightly different responses, but all having some degree of a copy/pasted response. Clearly the response team have been given a list of 'excuses' to respond with, in the hopes that their customer will just give up.

I have contacted the customer services team by email on two seperate occasions, but am yet to receive a response.

At this point I need to find out what the next stage of escalation would be. I have fulfilled sony's own terms and conditions to the letter, so I know that legally I am prefectly within my rights to expect the money that they owe me. However I do not know the best way to proceed.

I hope someone on here can direct me in the right direction.

Re: Sony Cashback Scam? - Where to complain?

cherylswan83 — Thu, 17 Sep 2015 10:44:16 GMT

I have had the same issue. I provided the invoice to them and even recieved an email stating the money would be in my account within 5 working days and it has been over a month now. Finding anyone to contact about this is a nightmare. I must say I'm really not impressed with the customer service with this and like you say it almost feels lke a scam now.

Re: Sony Cashback Scam? - Where to complain?

andydona — Wed, 25 Nov 2015 17:11:22 GMT

Did you ever get this sorted? I'm suffering in exactly the same way with an A6000 bought from John Lewis. I re-submitted the only receipt John Lewis provided and explained that it clearly shows all the details they require only to receive an exact copy of their first "you've failed" email. I phoned the number given in case of problems to eventually be told I had submitted the Jpeg as a zip file so nobody could open it!!!!! (I certainly hadn't but in any case - a zip file and Sony couldn't open it?)

Re: Sony Cashback Scam? - Where to complain?

Nirurin — Wed, 25 Nov 2015 18:15:20 GMT

Mine got sorted in the end, just by being persistant and sending and resending complaining emails.

Re: Sony Cashback Scam? - Where to complain?

cherylswan83 — Wed, 25 Nov 2015 18:23:28 GMT

Literally about a week ago. It took a hell of a lot of complaining. They just want people to give up and forget about it, don't...just keep persisting even when it does make your blood boil.

This number may help: 0207 365 2810 I think I got through by selecting Cameras then Service on the menu system)

Re: Sony Cashback Scam? - Where to complain?

Brainiac57 — Wed, 20 Jan 2016 18:14:32 GMT

What a rip off customer service guy slipped up after I phoned yet again about another so called problem with my proof of purchase and said Sony have paid out too much on cash back. When I said I was recording the conversation he said I was not authorised to record the call and hung up on me.

Re: Sony Cashback Scam? - Where to complain?

andydona — Wed, 20 Jan 2016 18:43:32 GMT

My money finally appeared about a week ago - nearly 8 weeks after first claiming. I eventually submitted John Lewis's VAT receipt - but they still managed to drag it out for several more weeks after that, firstly 'oh we've been having problems in that area', then 'yes, it's just waiting for final authorisation'. When it did get paid there was no e-mail, I just noticed an unexpected credit on my account. Communication from them has been crap from start to finish. Great camera, attrocious customer service.

Re: Sony Cashback Scam? - Where to complain?

GMWNE21 — Tue, 19 Jul 2016 19:42:01 GMT

For a major multi-national company Sony's customer service ranks at the lowest possible level. Having bought several photographic items on "cashback", I am only too aware as to how difficult it is to get Sony to honour their contract and legal obligations. They appear to pride themselves in creating barriers as to why they should withhold payment. Their reputation within the retail sector for this tactic is widely known and a disgrace compared to the other major players. I have escalated their conduct to my local MP and I am about to do the sane with our MEP. The products are great.....The "cashback" customer service is truly abysmal. Many times I have asked for an email address for the head of Sony UK, but this is never provided......I look forward to them being shamed on national / international media. I will provide damning evidence if asked>

Re: Sony Cashback Scam? - Where to complain?

kim1861 — Fri, 29 Jul 2016 08:11:58 GMT

I have been successful with 2 previous cashback offers, and receiving an email notification of cashback on lens purchases, thought I would treat myself. Sony have now decided that Amazon do not qualify. No mention of this in the promotion; you would have to check the terms and conditions ( and who does? ). I have given them 7 days to sort this out, then I shall escalate to Hirai San's office. I have been a very loyal customer of Sony's over the years, so this has left a very bad taste of what I have always thought of as a great company. I am now thinking of how best to exit Sony's camera system and move to someone who appreciates their customers.

Re: Sony Cashback Scam? - Where to complain?

kim1861 — Fri, 29 Jul 2016 08:15:45 GMT

I have given them a week to sort mine out, then I am escalating it straight to Kazuo Hira. The "buck stops with him" as far as I am concerned.

Re: Sony Cashback Scam? - Where to complain?

djdeere36 — Tue, 17 Jan 2017 20:22:09 GMT

The ASA have had lots of complaints with Sony over cashback!

The Advertising Standards Authority is the UK's independent regulator of advertising across all media.

Re: Sony Cashback Scam? - Where to complain?

Anonymous — Tue, 17 Jan 2017 21:40:17 GMT

Hi @djdeere36

I am unsure if your just commenting or that you too have an issue and maybe need assistance - if so, please reply back with some basic details.

Cheers

Re: Sony Cashback Scam? - Where to complain?

djdeere36 — Wed, 18 Jan 2017 00:11:12 GMT

Hi Quinnicus,

I purchased the Sony FE 28mm, the Sony FE 35mm, the Sony FE 90mm and the Sony FE 70-200mm in the last two months, to complement my (second) A7rII body, each from different retailers.

Each of the cash backs I attempted were rejected by Sony.

This is the second A7rII body I have owned, the first over heated and stopped working, with endless calls and emails to Sony nothing was done, I donated the camera to the University so they could dismantle it for research.

I think Sony has a terribly poor customer service.

Re: Sony Cashback Scam? - Where to complain?

JapanMan2 — Wed, 18 Jan 2017 18:52:14 GMT

Damn, I think I need to get a new job, I only dream of buying an A7RII and more lenses... 😮

Re: Sony Cashback Scam? - Where to complain?

Anonymous — Wed, 18 Jan 2017 22:31:25 GMT

Hi @djdeere36

I have escalated your complain to Sony in the hopes they can find out why your claim has been rejected and what needs to be done in order to resolve this. If I receive any information ill either post it here if appropriate or private message you.

Cheers

Re: Sony Cashback Scam? - Where to complain?

kim1861 — Thu, 19 Jan 2017 17:21:52 GMT

I agree. I found my experience a bit of a shock to the system, as I have been buying walkmans, radio's, mp3's for many years, because I always thought they were a decent company, but clearly I was wrong.

Interesting to hear about the A7 breaking down though as even with their [profanity removed] atitude I still wouldn't have minded one.

Maybe thats the advantage of Canon/Nikon ...durability.

Note: Edited by Quinnicus to remove profanity.

Re: Sony Cashback Scam? - Where to complain?

Anonymous — Thu, 19 Jan 2017 17:20:07 GMT

Hi @djdeere36

I received information from Sony in regards to your case. Unfortunately your cash-back claim has been rejected because the items were purchased from non-participating retailers (Amazon, Ebay).

The terms and conditions are attached to this post (PDF).

Also:
https://www.sony.co.uk/cashback/digitalimaging/

Cheers

Re: Sony Cashback Scam? - Where to complain?

kim1861 — Sun, 22 Jan 2017 12:28:57 GMT

Thats exactly the same reason my second claim was rejected, although when I submitted my first claim AMAZON were regarded as a participating outlet.

Now you might well argue that I should have checked the small print, and I might well counter I had no reason to assume AMAZON would not be a participating outlet based on my previous experience, and that the onus is on SONY to make clear that previous participants might not be current.

The point of these offers is to induce customers to buy their products, but with so many people grumbling and feeling ripped off, I have to question how successful this strategy is in retaining customers?

Don't get me wrong I am very happy with Sony's cameras, I get some great results, but these Cashback scams leave a very bad taste. I have in excess of £1000 in kit supporting my A6k system and was looking at upgrading to an A7R2, but now I am looking at alternative systems. So for the sake of reneging on £30 or so in Cashback, Sony have now lost about £3000 from me in the 12 months plus additional FF lens in years to come.

Re: Sony Cashback Scam? - Where to complain?

djdeere36 — Sun, 22 Jan 2017 15:53:52 GMT

It looks like the Sony cash back will backfire on Sony, so many people going back to other brands.

I rub shoulders with a few other pros who comment on the poor support and service,

when someone asks you for an opinion on the camera and lens your using at a shoot what does Sony think others and myself will say?

My first A7r overheated then stopped working, Sony did nothing but pass me on to another then another, I must have repeated myself twenty times to different Sony reps.

Sony has some superb cameras and digital equipment but let themselves down with customer service,

looks like I'll be saying " stick with your Canon or Nikon" at a few more events this year too.

Re: Sony Cashback Scam? - Where to complain?

kim1861 — Sun, 22 Jan 2017 20:16:57 GMT

I was reading an article earlier about Pete Souza, Obama's official photographer, who experimented very briefly with the A7R, before returning to the safety of the Canon 5D. So if Canon is good enough for him, it ought to work for me. Granted more weight to lug around, but better reliability and customer support.