Sony Cashback Scam? - Where to complain?

[Nirurin]

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. 

[Squire123]

 Hi JasonPJl,  Sorry to hear  about your issue, it sound like miss selling. You could contact trading standards and ask their advice. They are very helpful. Good luck.

[no-click]

Hi Squire123

Today have been to shop where I bought camera and they were happy to chase Sony for me, I am not the first case for them it seems. No need to mention trading standards they took it on willingly , so I will post any developments.

[foggo12]

Well i finally got mine, after receiving no confirmation email when i submitted it 2 weeks earlier i emailed asking whats going on? They finally replied saying i sent wrong invoice and to send correct one within ten days an hour later i had another from another person saying my ten days were up and could no longer claim? Anyway replied to first one and sent correct invoice, a few days later asked if they received it and how long i should wait? No reply, then about a week later looked in bank account and it had been paid, nothing to tell me that though seem like a right cowboy outfit so just  be persistent!

[Squire123]

 Well done No Click,   You should get your money now. Do let us know when you do. 

[Squire123]

Great to hear good news. well done.

[Rstoneh]

Thought I was the only one having an absolute nightmare over this... 

during one phone call it was even implied that I was a liar and trying to commit fraud!  Their call center leaves a lot to be desired... 

the fight continues 9am Monday when the call centre opens 

[Bazzzra]

I had several attempts to get the online claims form to actually work.  Kept getting "Whoops something went wrong" mesages please try again at another time.

Had an email saying the serial number was not sent or a photgraph of the model of the Sony Grip. You need to be into macro to get it!  I have sent a photo of every lable on it this time - just in case.

Anyway, I will give it awhile to see what happens now I have resubmitted the claim again.  If it appears to be the run around like some believe it is, I will let the Trading Standards know of the issues along with the Consumer Advice who I have found extremely helpful in the past.

I will send a copy of this post to the dealer who I purchased it from, they are very good, unlike sum.

I believe I have, once again, submitted all that is required under their terms and conditions for them to process the claim without further delay.

I am very, very disappointed in Sony administration.

2/12/20I8

[batee5]

Hi Bazzzra,

Have you tried to get in contact with Sony support over the phone to check if your claim went through successfully and its current status? I believe if you ring and give them your claim ID, email address or the model and the serial number of your camera they'll be able to look it up and help you.

Cheers,

Batee5

[morphfromthenorth]

What utter bull***** your story is - get a life.

[Bazzzra]

Hello and thank you foryour interest.

However, could you be more,
specific?

Kind regards