Customer Support - not so supportive

Ollz1996 — Tue, 31 Mar 2026 21:36:33 GMT

Awful Customer Service

I recently purchased a pair of Sony XM5 headphones for just over £200. After receiving them, I set them up and stored them in the provided case. The next time I went to use them, the zip on the case had broken and split.

I contacted Sony customer support straight away to request a replacement case, as the issue occurred almost immediately. Unfortunately, my request was declined on the basis that the case appeared “damaged.” I explained that the damage was due to the zip failure itself, rather than any misuse, but this was not taken into consideration.

This has left me disappointed with the level of support provided, particularly given how quickly the issue arose after purchase. It has also affected my confidence in purchasing Sony products in the future, as I would expect a more straightforward resolution in situations like this.

I requested a letter formally telling me they won’t replace so I can approach the ombudsman however yet to have a response.

I would appreciate it if this matter could be reviewed again, as I am simply seeking a fair outcome for what appears to be a faulty accessory.

Re: Customer Support - not so supportive

daveyh64 — Wed, 01 Apr 2026 05:49:56 GMT

This is a forum for Sony owners/ users to discuss/ share and perhaps offer resolutions to problems

amongst themselves. Sony are not necessarily reading these pages even though they are hosting them.

Did you buy the item directly from Sony, if not then you should contact the vendor of the product as it is their

responsibility to deal with after sales care. You could also try Citizens Advice and see what your rights are under consumer law.

topic Customer Support - not so supportive in General chat

Customer Support - not so supportive

Re: Customer Support - not so supportive