More cashback issues

[laz-lon]

I submitted a cashback claim on 7 December for A6000. I was only paid half the cashback (£50, instead of £100). I have been trying to get the other £50 for about a month now. I was promised the balance within 5 days on 19 December. Still, no sign of the other £50.

Sony customer service needs to get their act togther and pay out what they have promised.

I know other people have had the same issue claiming cashback.

[EdwinaU]

Hi, 

Welcome to the community. 

Your question has been escalated to support, someone will update this thread when we get a response.

Best wishes,

EdwinaU

[EdwinaU]

Hi laz-lon, 

We've received an update for you.

Your case has been checked and it was found that due to a system error only half of your cashback amount was transferred. Your case was escalated to add the remaining amount manually which can take longer.

It's been confirmed with the team handling the cashback promotion that indeed your case had been escalated and is currently in a queue awaiting the remaining cashback amount to be added but there is no definitive time frame for that.

Best wishes,

EdwinaU

[Trevelyan]

EdwinaU - why does everything to do with the Cashback scheme take so long? Using the UK Banks' Faster Payments service a bank money transfer can be made within one day. I get the impression there is a team of Sony clerks somewhere entering everything into a ledger! Still, at least Iaz-Ion has received something - I submitted my claim a day later (on 8 December) and have yet to receive anything at all, even though I understand the claim was approved on 8 January.

[laz-lon]

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Hi EdwinaU,

Thanks for the updates. I am still waiting for the cashback !!. I have been calling the cashback team on a regular basis and nothing seems to be working.

I called again on 15 January 2018. I was told the remaining £50 was never authorised and that's the reason I did not receive the money. I was assured this time the correct process was followed by the cashback team and I would receive the money within 28 calender days from 15 January. I spoke to a manager on 26 January and he assured me that the money would be paid within 28 days calender days from 15 January, i.e. latest by 12 February.

Today is 12 February and still no sign of my money. When I called the customer services, I was told they would escalate the issue. This is what they have been doing for the last 6 weeks or so but hasn't got anywhere.

I thought Sony had a good reputation for products and customer service. I am yet to see that.

[laz-lon]

I get the impression Sony uses a 3rd party company to transfer the money and they sit on it for 28 days (or more) before they do anything.

Very poor from Sony. I expected more.

[DarrenHealy]

i'm waiting for £300 (A6500) i got an email over 2 weeks ago saying it would be in my bank withing 5 working days . I've emailed but no reply as yet , I've spent thousands on camera gear with Sony and this leaves a very bad taste in my mouth

Darren

[jumpsuit]

Hi @DarrenHealy and welcome to the Community

I would phone Support about this, they will be able to check for you.

Details here