I just finished a very unsatisfactory email exchange with Sony support over the intermittent right earpiece drop-outs. After I phoned them and explained the problem and everything I'd done to try and fix it (sound settings, factory reset, etc), they said they'd refer everything I'd told them to the technical team and email me their response. 5 days later, I got an email containing just a link to the stock online troubleshooting page that I'd already told them hadn't fixed the problem... I found that a bit insulting
I told them they already knew I'd been through all that, and I wanted to return the headphones for refund. They said that as they weren't the retailer (although I purchased from the Sony Web Store) they couldn't do that, but I could wait for more 'technical advice' or send them in for evaluation at my own expense - and if they were not considered faulty, I'd also be charged for the service! What!
When I emailed the Sony Centre that had actually sent me the headphones, and asked for a refund, they sympathised about Sony support and said if I wanted to try a different pair, they'd send out an overnight courier with new headphones to collect & replace the old pair, at no charge.
Nice to get some positive, helpful support for a change!
I thought I might as well give it a shot - they're due tomorrow - here's hoping...