Had an issue with

Sony

? Get a real response.

Sony Australia offers several official ways to submit a complaint, depending on whether it's about electronics, PlayStation, repairs, orders or warranty issues. Here’s exactly how to lodge your complaint:

1. Phone – Sony Customer Support

Phone: 1300 137 669‍

Hours: Mon–Fri 9am–8pm, Sat 9am–6pm AEST
‍
Official support line: https://web.sony-asia.com/au/contact-us‍

2. Submit a Complaint Online (Recommended for Written Record)

Use Sony Australia’s official online complaint form: https://store.sony.com.au/contactus‍

Sony will reply via email or phone.

3. Live Chat (For Quick Troubleshooting)

Chat with Sony via Live Chat on their support page: https://web.sony-asia.com/au/contact-us

If the chatbot or agent can’t fix the issue, request:

• A complaint reference number
  
  
• Escalation to a higher support tier
  

4. If You Purchased Through a Retailer

If you bought from JB Hi-Fi, Harvey Norman, The Good Guys, etc., you can submit your complaint directly through the retailer. Retailers are legally required to help under Australian Consumer Law. They can escalate to Sony on your behalf.

5. PlayStation Complaints

For PS5, PS4, account, billing or PlayStation Network issues:
Phone: 1300 365 911 (Mon–Fri 9am–5pm)
Online: https://www.playstation.com/en-au/support/contact-us/

Contact PlayStation Support directly for the fastest response.

When complaining to Sony remember to include:

• Detailed description of your issue
  
  
• Product model/serial
  
  
• Photos or videos of the fault
  
  
• Order or repair reference numbers

Once Sony receives your complaint, they follow a resolution process:

1. A Case Number Is Assigned

Sony logs your complaint and assigns a reference number for tracking. Keep this on hand.

2. Sony Requests Supporting Details

They may ask for:

• Serial numbers
  
  
• Proof of purchase
  
  
• Photos/videos of issues
  
  
• Error messages
  
  
• Troubleshooting steps you’ve tried
  

3. Troubleshooting & Diagnosis

Sony typically attempts:

• Phone or email troubleshooting
  
  
• Remote diagnostics (where applicable)
  
  
• Referral to an authorised repair centre
  
  
• In-home assessment for large items (e.g., TVs)
  
  

4. Warranty Evaluation

For valid warranty claims, Sony may offer a repair, replacement or refund (depending on the fault and severity).

Even out-of-warranty products may receive a goodwill repair if the issue is known or the item failed prematurely.

5. Escalation for Complex Cases

If the issue is complex, Sony’s support team may take over. Some cases are escalated to Sony’s Head Office for final review.

6. Resolution Timeline

Most issues resolve within 1–2 weeks depending on parts availability, repair centre workload, and the nature of the fault

Sony will keep you updated via your preferred contact method (email or phone).

Australian customers frequently raise the following Sony complaint issues:

1. Warranty & Product Defect Issues

Eg. TV screen lines/spots, premature panel failure, audio issues, overheating electronics

Delays in repair coordination between Sony, contractors and repair centres are often mentioned.

2. Online Store Pricing & Order Problems

Customers report:

• Orders cancelled due to pricing errors
  
  
• Stock availability issues
  
  
• Refund delays after order cancellations
  
  
• Incorrect item listings during sale events
  

3. Slow or Inconsistent Communication

Customers report being passed between multiple support levels, having to follow up repeatedly, contradictory information from agents, or long wait times for repair updates.

4. PlayStation Support Complaints

These issues relate specifically to PlayStation systems such as account lockouts, billing disputes, PlayStation store refund requests and slow support responses.

5. Mixed Experience with Warranty Repairs

Complaints often involve:

• Repairs taking too long
  
  
• Poor third-party contractor communication
  
  
• Difficulty arranging assessments
  
  
• Replacement delays