Problems claiming cashback on a Bravia Tv offer

[nfa987]

I bought a Bravia TV from John Lewis in June 2024 with an offer of £200 cash back from Sony 35 days after the purchase.

The claim form is almost impossible to use. I am elderly, and not very "computer literate". Sony demand that you take a photo of the screen of the Tv showing the serial number. I have done that. I tried to upload that into their claim form, but the site keeps rejecting the jpeg saying it has too many dots. I just can not get it into the form.

Customer Services tried to help, but gave up with me. They were not willing to ESCALATE my problem to a manager who could find another way for me to make this claim. There must be a way I can sent photo print outs of all the invoices and screen photos they require. Can anyone help me find a way to talk to Sony in the UK??? I have a heart condition and the frustration and upset is making me ill. I was over an hour talking to Sony customer services alone yesterday. Thanks.

[LightFoot]

Hi @nfa987   

If I am reading that correctly, your images are too large to upload? Lets start by telling us what camera are you using to take the pictures?

If you are using a good email program, like Outlook you could try sending the images to yourself. When it prompts you to send the original size or reduce the size, choose reduce.

Sony Support Consumer Electronics

[nfa987]

Hi and thanks for your reply.

No, I don't think the images are too large to upload.

I took the photos on my iPad then emailed them to myself to get them into my iMac "documents". Clicked on the "upload" bit in the Sony claim pro forma, but it would not accept that, and lots of red printing came up effectively saying there could only be one . (dot) in a jpeg tag. I tried to rename, which it did on my computer, but whenever I tried again it put the previous tag with two .. (dots) in the tag line.  I am beyond my computer competence with this.

My point is all this is ridiculous for what is supposed to be a special offer with John Lewis to encourage a purchase, which it did. It is absurd to expert customers to need a degree in computer science to try to claim. Makes me suspicious that we are deliberately being discouraged from claiming.

I just can not find anyone at Sony or John Lewis to "own" this problem and help.

Do you work for Sony? Thanks

[LightFoot]

Hi @nfa987 

This is a public community forum of customers trying to help other customers. No, I do not work for Sony. However I did provide you with a link to contact  Sony Support Consumer Electronics

Not really the mandate for this community, but your extra .dot is because you have your file extensions hidden. Sorry I only know Windows 10/11 so cannot offer any suggestions.

To me, your choices are, a) contact Sony Support above, b) find a person to help you at home, or c) give up on claiming the cashback.

Obviously, I haven't seen the form, but why didn't you use your iPad to complete the application, you could have selected the photos direct from the iPad. Select "Upload" and choose from My Photos.

If you do find a solution, please came back as it may help people in the community with the same problem.

[EMS_MO72]

Hey @nfa987 

You can also change the name of the folder originally, and try different format as well like JPG and PDF, and try to upload it again, using your iPad directly as @LightFoot suggested, it will be easier.