topic Are Sony going to resolve the VAT Refund Problem? in General chat

Are Sony going to resolve the VAT Refund Problem?

Steveg2 — Sun, 30 Jan 2011 15:20:08 GMT

I bought a very nice Sony Vaio before Xmas, for my son, on the basis that it was a good product but the deciding factor was the VAT refund element. I wasted no time in filling out the form, it was sent before Xmas, and on Friday I received a letter, I assume to be confirming my refund, but not it was a rejection, which I believe to be on very dodgy ground! No original purchase/till receipt - I bought it online and I had sent every bit of paperwork which Sony had supplied me with (they supplied it direct, so surely they can check!?) and also the one about non-qualifying product! Nowhere on your site or your promotions do you specficy that it only a applied to some products, nowhere!

I don't believe for one second that Sony set out for this to be a scam, but that's what it is beginning to look like. How many of us have bought products and are now being made to jump through loop after loop to reclaim which was surely ours in the first place?

Sony, I don't feel much like filling in many more of your forms - you are treating us all appallingly. It is for you a possible PR Disaster, so fix it quick. I expect you to sort it, I shan't be chasing you, but like others will look forward to you being invited onto BBC's Watchdog!

Are Sony going to resolve the VAT Refund Problem?

Blencogo — Sun, 30 Jan 2011 18:12:41 GMT

Hi there!

Which Vaio model did you buy?

The VAT Back Promotion was only applicable to qualifying Sony products and these were clearly advertised as included.

Are Sony going to resolve the VAT Refund Problem?

Steveg2 — Tue, 01 Feb 2011 20:02:22 GMT

Hi, it was model reference VPCEB3X5E, if that makes any sense - powerful machine with i7 processor and everything else too! Glad you thought it qualified too, I always thought it did. That being the case why would Sony reject my claim on this basis, as they are only left the lack of 'till receipt' which many others appear to being caught out on too, it would seem.

The plot thickens, but still no word from Sony - worth £180 to me, but am not confident they will stump up the case, so I guess I'll wait for Watchdog!

Are Sony going to resolve the VAT Refund Problem?

Blencogo — Tue, 01 Feb 2011 20:21:58 GMT

If you look at the dedicated website here: -

http://www.sony.co.uk/hub/1237479399273

you can see the full range of products that qualified for the VAT-Back Promotion.

It looks to me like the Vaio VPCEB-Series is not included. It seems only the following Vaio models were included: -

VPCEE3Z0E/BQ

VPCS13V9E/B

VPCM13M1E/P

VPCL14S1E/S

VPCL13M1E/S

I do hope ALL websites, retailers and salesmen were100% honest about this!

Are Sony going to resolve the VAT Refund Problem?

daring32 — Thu, 03 Feb 2011 13:42:41 GMT

I googles the words 'Sony VAT scam' this morning.

I saw the advertizing on Amazon in Nov ('Get the VAT Back with Sony'), bought theTV, sent off the claim form with all relevant paperwork and last week received a bizarre letter which informed me that the claim was rejected because the product I bought was not covered by the offer. It then went on to tell me to submit my claim within 30 days or it would be rejected!

So the offer was limited to certain products was it? "But didn't you read the info under the heading 'How To Claim' in the small print at the bottom of the second page of the claims form?". Funny old thing, I didn't - and nor do I think I should have been expected to in order to find out that the promotion was limited to a handful of specific products. Having phoned Sony and been told that it is my problem and not theirs I am very happy to take this further in any way possible. I feel thoroughly CHEATED and DISGUSTED with SONY. Has anybody contacted Watchdog yet?

Are Sony going to resolve the VAT Refund Problem?

Steveg2 — Fri, 04 Feb 2011 23:13:03 GMT

Thanks for this information.

I was under the impression, given the big promotion by Sony that it applied to virtually all products, and the refgerence to VPCE I thought was sufficient, as I thought it to be an 'E Series' lap top. So, it seems that Sony made a big splash and drew in lots of extra business, when in fact from a range of thousands of products only a small handful were actually qualifying products! Very clever! Very cheated, is how I feel. Why was your claim form not also a check list that you had actually bought a qualifying product, as I checked the details here before I actually made a purchase. In the world of Financial Services Sony would be fined for such behaviour as this, but as they're only selling Telly's and stuff they can do as they wish. Maybe it's a case for the Advertising Standards Authority?

Are Sony going to resolve the VAT Refund Problem?

pcamichel — Tue, 08 Feb 2011 16:33:01 GMT

I work in a Sony Centre and the ticketing in store was very clear. It was not a "small handful" of products that featured in the promotion but a very large range (admittedly not in the Vaio range). Almost every TV was included. I would be aiming my frustrations at the retailer (ie Amazon) if they did not make it clear rather than Sony who would have provided the retailer with the correct information. Sony seem to be getting a lot of grief over this but it was a genuine offer. It is not Sony's fault if other retailers did not make it clear or if people made assumptions without checking.

Are Sony going to resolve the VAT Refund Problem?

susanmace — Wed, 09 Feb 2011 00:03:23 GMT

Sony have made a real mess of this promotion and whoever is responsible should be severely reprimanded to say the least. As a result of heavy TV advertising, many people have found themselves lured into buying products that they could have bought more cheaply elsewhere as they wrongly assumed they would be getting the VAT back in compensation. Nowhere did the TV campaign state that the promotion was restricted to certain products. Watchdog should indeed feature this 'scam' - deliberate or not - but in the meantime try the 'Small Claims Court'. Sony should hang their heads in shame. The lesson provided by a certain disastrous airline promotion not that long ago has not been learnt by Sony.

Come on Sony - do the decent thing for your VAT claimants!

Are Sony going to resolve the VAT Refund Problem?

Steveg2 — Fri, 11 Feb 2011 23:41:08 GMT

Further to my Sony Vaio purchase, an update on the continued saga/cum PR disaster that is the Sony VAT Scam.

I made the point that it was not clear, in fact that I had checked the vague rules of the promotion and it implied that the E Series laptop was included. VAT Back was posted all over the website. The claim form did not include any checks. I researched my lap top for weeks before buying it so was the site many times before buying it from Sony Direct. The Call Centre, who called me on the back of this forum, agreed that they would 'refer it to the head office' and I got a call a few days later saying my claim had been accepted.

BACs in my world is pretty quick, same day actually, but Sony's takes forever! Delaying tactics, it just drives me mad! Sony I will not be buying your products ever again.

Small Claims Court, Watch Dog and ASA is a good idea. I shall press on - the big corporation uses an external call centre to just wear us all down so we walk away and forget it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Are Sony going to resolve the VAT Refund Problem?

NoraB123 — Mon, 14 Feb 2011 19:14:38 GMT

Hi,

I had previously posted a couple of comments stating that I thought the whole promotion was a big scam; however, almost three months now since my original claim, I finally received my cheque today. They almost wore me down with repeated phone calls but eventually they came good.

Are Sony going to resolve the VAT Refund Problem?

edfle66 — Mon, 14 Feb 2011 19:23:40 GMT

@Blencogo

I disagree that this was 'clearly' advertised. There was a tiny pale gold asterisk against a green background (easily missed imho; I missed it :-{ ) which was a pointer to the reverse of the advert posted in the Sony shops - usually this kind of promotion would specify 'subject to terms and conditions, see over' in a reasonably large font or similar to alert prospective purchasers to the detail of the offer.

I feel that I have been misled and it will be a long time before I consider purchasing from Sony again.

Are Sony going to resolve the VAT Refund Problem?

pauburr84 — Thu, 17 Feb 2011 18:31:32 GMT

My daughter had been saving for her first dslr - had money for her birthday and promises of more for Christmas. So with a predicted budget of about £550, we went to our local Jessops before Christmas and were attracted to the case of Sony DSLRs and lenses. The sales assistant calculated that with the advertised VAT refund, she would be able to afford not only a camera but also an additional zoom lens and we could take advantage of the Jessops add on kit with a gadget bag, memory card etc. Too good to be true!

And it was.

After waiting some time for the VAT refund to arrive, I was very disappointed to discover that the cashback was payable on participating models only - clearly the DSLR was not part of the scheme as my cheque was for just £26.66.

I am very angry that the point of sale promotional material in the shop had given a strong message that the contents of the showcase would benefit from this initiative.

I am very angry that the sales assistant had actually calculated our refund incorrectly and we had made the purchase based on this.

I am angry that I now have to pay an additional £60 as my daughter is currently at university, so doesn't have the cash to increase the budget for her camera.

I feel that Sony has misrepresented this promotion and, where I have always been an ardent fan, paying the price for their good quality products, I now feel let down and duped.

Are Sony going to resolve the VAT Refund Problem?

Bruce02 — Sat, 19 Feb 2011 09:12:19 GMT

I have also feel that Sony have been more than happy to allow customer to believe that they will be entitled to receive VAT back when in fact they would not.

No one when purchasing sees a list of exclusions when making their purchase

Products in retail outlets were never indicated as included/excluded from the offer

The terms and conditions on the vat back claim form are VERY hard to read

The Products included list in the terms and conditions are an INCLUSIVE list and not an EXCLUSIVE list.

There is no indication in the small print that products other than shown in the list are EXCLUDED

I purchased in Alpha 390. The Alpha logo is present in the Inclusive list, however, my application has still been rejected.

So I'm not impressed and I'm hanging on to my paperwork until Watchdog shine another "Yellow Light" type spotlight on SONY!

Message was edited by: Bruce02

Are Sony going to resolve the VAT Refund Problem?

pcamichel — Sat, 19 Feb 2011 09:14:19 GMT

Surely your frustrations should be aimed at Jessops who mis-sold you the camera. The member of staff should have been aware what was included. If Jessops failed to train their staff that is not the fault of Sony.

Are Sony going to resolve the VAT Refund Problem?

Steveg2 — Sun, 20 Feb 2011 10:14:52 GMT

Just to inform you all that Sony refunded my VAT this week, in full!

Still not that impressed with them though - ok, now I can see the little traps that I fell into, as there is a lot of small print around this. The claim form has very small writing with a list of qualifying products. All totally unnecessary Sony, but thanks for putting it right.

p.s. I did drop a note to the Advertising Standards Authority, who are taking an interest!

Are Sony going to resolve the VAT Refund Problem?

legoody — Mon, 21 Feb 2011 15:27:44 GMT

I recieved a letter last week saying my product was not in the VAT back promotion. I bought this 40" TV from the Windsor Sony Centre and was told by the salesman that it was included. I am taking this up with Sony or
I will pursure through other means.

Are Sony going to resolve the VAT Refund Problem?

pauburr84 — Tue, 22 Feb 2011 20:48:20 GMT

Yes, I have been in touch with Jessops too - they have said they will take it up with their head office and get back to me.

It does highlight how confusing the advertising is, though, if there is lack of clarity amongst the people who are selling the products. Agree they should train their staff better.

Are Sony going to resolve the VAT Refund Problem?

pauburr84 — Tue, 22 Feb 2011 20:53:37 GMT

Yep, saw the Alpha sign too - didn't realise that out of the whole range it only applied to one camera

Are Sony going to resolve the VAT Refund Problem?

Court-Action-Against-Sony — Wed, 23 Feb 2011 20:49:20 GMT

Let's just sue them for "Breach of Promise", "False Advertising" and whatever else the "Court Buddies" at The Consumer Action Group can think of, simple!

Just because they are a big company (at the moment) it doesn't mean they can treat their customers like idiots.

Stop whingeing, and take them to court. The publicity, and court costs, may make them think again about ignoring their customers.

It is not a "problem" as you put it, it is ARROGANCE on their part. Stand up and fight, all of us, we all got conned. No more the fool.

I will post back the results of MY County Court Summons addressed to Sony UK.

Regards

Ade

Are Sony going to resolve the VAT Refund Problem?

bigal1974 — Sat, 26 Feb 2011 19:47:43 GMT

No problem here, I brought my Sony Alpha a55 twin lens kit from camerabox and got my vat back a couple of weeks ago. It did take about 6 weeks and I did get a letter about 4 weeks in saying they had alot of processing to do, but it would be delt with asap, and then it was deposited in my account. Thanks Sony !