What is PrimeSupport?

PrimeSupport is the dedicated support given to European customers of Sony Professional products. Loan units, fast-track repairs and on-site engineer visits are only a few of the benefits available to you. PrimeSupport is available to business customers only.

Find out more >

What’s the difference between PrimeSupportPro, PrimeSupportElite, PrimeSupportBespoke & PrimeSupportOn-Demand?

• PrimeSupportPro is our standard level of support, with access to a multilingual helpdesk and our standard repair service.
• PrimeSupportElite is an enhanced service, with premium features including fast-track repairs and loan units.
• PrimeSupportBespoke offers tailored support, essential for larger customers that are reliant on our products & solutions.
• PrimeSupportOn-Demand provides a variety of on-demand services including on-site engineer support, product healthchecks and product training.

What PrimeSupport is available for my product?

Use the search tool here > to find the right support for you.

How can I buy PrimeSupport?

Please contact your nearest dealer using the relevant dealer locator below.
• Broadcast and Production
• Business projectors
• Home Cinema projectors
• Professional Displays
• Medical
• Digital Cinema

Is PrimeSupport available in my country?

PrimeSupport is available in the countries listed below:

Albania, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City and United Kingdom

If you are not located in any of these regions, check your regional Sony Professional site for further details.

I want to buy a PrimeSupportPro or PrimeSupportElite extension package. When does the cover date start from, unit purchase date or package purchase date?

For PrimeSupportPro or PrimeSupportElite extensions, the cover start date will be the date after which your current cover expires.

For PrimeSupportElite uplift packages, the cover start date will be the date of the unit purchase date.

In either case, the start and expiry dates will be clearly shown in the contract agreement document you will receive.

What is the difference between the Professional Solutions Europe Standard Product Warranty and PrimeSupport?

The Sony Professional Solutions Europe standard product warranty is a manufacturer’s guarantee given by Sony in respect of its professional products marketed for business use.  Under the terms of the warranty, in the event of defects in materials or workmanship of the product, Sony will repair or replace the product free of charge during the one-year warranty period.   The warranty period is one year from the date of purchase of the product by the original end-user.  The warranty applies to products distributed by Sony Professional Solutions Europe for business use. The warranty is issued subject to certain exclusions and restrictions which are detailed in its terms and conditions.

Read the full terms of the standard product warranty >

PrimeSupport is not a manufacturer’s warranty or an extended warranty; it is the brand name given to various service contracts offered by Sony Professional Solutions Europe to business customers. These contracts offer a variety of benefits, such as fast-track repairs and temporary loan units. Some new products distributed by Sony Professional Solutions Europe come with a minimum of 2 years of PrimeSupportPro included free of charge with the product, with further extensions and uplifts available to purchase.

Read the full terms & conditions for PrimeSupport >

How do I register my product with PrimeSupport?

Register your product with PrimeSupport via the form here.

Why should I register my product with PrimeSupport?

Registering your product with us provides you with a wide range of benefits. From important product news, to notifications of expiring support, it’s a great way of making the most out of your new purchase. Additionally, we’ll have all your product, support and contact information on hand – meaning we can help you immediately if anything ever goes wrong.

I have an issue with my product. What do I do?

Our dedicated PrimeSupport helpdesk is ready to help you with any support enquiries that you may have. Contact us here >

Make sure to have the below information ready before getting in touch.

• The name/model number of the affected product(s)
• The serial number(s) of the affected product(s)
• A copy of the invoice from the supplier you purchased your product(s) from
• Your contact details

My PrimeSupport coverage for my product has expired. Can I still buy a PrimeSupport extension?

We reserve the right to decline extension of a cover that is already expired. If the unit has suffered damage during the non-covered period, a chargeable repair will be suggested. Depending on the case, we may still be willing to give you a cover extension after the chargeable repair has taken place. Please contact your dealer for further information.

What is an extension package?

To extend your PrimeSupport coverage, you can buy extensions for up to 5 years after the product’s original purchase date.

PrimeSupport is not available for products more than 5 years old.

What is a fast-track repair?

If you are covered by a fast-track repair package, we will collect your unit within 2 working days of escalation and return it back to you within 7 calendar days.

What is a loan unit service?

With our loan unit packages, we send a temporary replacement   unit for the duration of the product’s repair to ensure you’re kept up and running. The loan unit may not always be an exact replacement, but we will make all reasonable efforts to ensure you experience minimal disruption.

What is a healthcheck?

Sony will collect your unit and send it to a repair centre, where it will be assessed and tested by a trained specialist. Upon completion of a successful healthcheck, a certificate will be provided.

A healthcheck is perfect for those who want to protect their investment for the long-term, or in preparation for an important imminent project. The certificate of completion will also allow any second-hand buyers to purchase in confidence.

Are accessories covered under PrimeSupport?

Depending on your level of cover and the specific PrimeSupport package, accessories may be covered for repair and/or replacement. See your contract for more details.

Are graded products covered under PrimeSupport?

Yes. For A-grade and C-grade products, PrimeSupportPro and PrimeSupportElite coverage is the same as for new products. For B-grade products, the basic warranty is only 90 days and PrimeSupportPro and PrimeSupportElite extensions are available only up to 4 years.

I recently purchased a second-hand unit which is covered under PrimeSupport. What do I need to do?

Please get in touch with us here >