Services and support

Service center locations

In order to provide the most efficient service possible, we’ve made some changes to our service locations and capabilities. A major advantage is increased service capability in the metropolitan New York and Los Angeles areas.

Authorized service centers

Does your Sony product need servicing or repairing? Across Canada we have a broad network of professional authorized service centers with expert staff ready to help you get the most out of your Sony equipment.

Eastern service facility

Sony Service Center
Sony Electronics Inc.
123 W. Tryon Avenue
Teaneck, New Jersey 07666
Voice: 201-833-5300
FAX: 201-833-5312

All USA Customers:

  • Professional Headphones
  • Remote control cameras
  • Wireless audio (microphones/receivers
  • Videoconference Products

Mid-West and Eastern States (not covered by the Carson Service Center):

  • All Professional/Broadcast Camcorders and Decks
  • Professional Audio Products
  • Analog and Digital VTRs
  • Systems Products


Vidtek Associates NV, Inc.
1235 Coney Island Drive
Sparks, NV 89431
Voice: 775-356-8787
For Return Authorization (RMA) requests, please visit the Vidtek website.

For the following products:

  • EVI PTZ cameras only

Western service facility

Sony Service Center
Sony Electronics Inc.
2201 E Carson Street
Carson, CA 90810
Voice: 323-352-5000
FAX: 323-352-5039

All USA Customers:

  • F65 CineAlta cameras

For customers located in:

  • Alaska
  • Hawaii
  • California
  • Washington
  • Oregon
  • Nevada
  • Arizona

For the following products:

  • All professional/broadcast camcorders and decks
  • Analog and digital VTRs
  • Professional audio products (except: wireless microphones)
  • Professional headphones

Laredo service facility

Sony Electronics Inc.
11302 EastPoint Drive
Building B, Suite C
Laredo, Texas 78045
Voice: 866-357-6230
FAX: 956-728-2109

For the following products:

  • Printers – medical and photo
  • Visual imaging products (cameras)
  • Professional VPL projectors
  • Public display LCD monitors
  • Medical products
  • Security products
  • FCB block cameras

Field operations

Office: 323-352-5002

Western field scheduling:
Office: 323-352-5006

Eastern field scheduling:
Office: 201-833-5352

Business and professional support

How can we help you?

Sony offers a variety of support for both Business and Professional Products including product installation, configuration, and setup assistance.

Telephone support is available Monday through Friday 10 am to 6 pm EST, excluding holidays.

Please call the Product Operation Support Center at 800-883-6817 or email our support team at



Send in repair: Expedite your repair time

Sony Service Center repair procedures

Our primary goal is to get your unit repaired properly and return it to you as quickly as possible. The following information outlines our basic repair procedures.

Please use the ServicesPLUS ‘Repair’ tab to generate a depot or field service request. Returning this completed form with the equipment in need of repair will help to speed up your repair time. Existing users will be prompted to login to ServicesPLUS; new users may establish an account at no cost or obligation.

All units

  • Please include a complete description of the problem and what work you are requesting
  • Include a complete address with a contact name, telephone and FAX number
  • A RA (Return Authorization) number is NOT required to send your unit to us

In-warranty repairs

We will need to validate purchase dates for warranty repairs. If you purchased the unit directly from Sony, this information is already on file in the computer system. If purchased from a dealer, please include a copy of your dated sales invoice.

Out-of-warranty repairs

  • Depot Service Rate is $135 per hour. Minimum Labor charge is $135. This includes a one-hour diagnostic charge for refused estimates
  • Field Service Rate is $190 per hour during normal working hours. Minimum field Labor time is 4 hours. Travel, expenses, and parts are additional

Discontinued products

We are proud of our reputation for making great products.

A testament to that reputation is the number of Sony professional VTRs, cameras, professional audio and other production gear that continue to work for you, often long after model discontinuation. At Sony, our primary job is providing you with the service and parts necessary to maintain equipment operation and performance.

Our long-standing support policy of manufacturing and providing replacement parts for equipment for seven years after model discontinuation allows you to keep these products active for many years, thereby enhancing return on investment. That policy remains in place. However, many or our products around the world, such as U-Matic VTRs, Type-C 1-inch VTRs, and others remain in use, beyond the aforementioned seven year support window.

While Sony generally maintains a working inventory of replacement parts for on-going service and preventive maintenance beyond the seven-year support window, maintaining this inventory isn’t always possible. In cases where required parts and/or service are no longer available, we can refer you to sales. They will work with you to provide a product migration strategy.

To determine if it’s still eligible for service, please contact Sony’s product operations support center at 800-883-6817 (Monday through Friday, 10:00 am – 6:00 pm EST, excluding holidays).

Equipment overhauls

We can perform standard equipment servicing, which includes inspection, alignment, cleaning, and lubrication of all major and minor assemblies to complete major overhauls.

The minor overhaul is usually performed when tape running time meter reaches 1,000 – 2,000 hours (as called out in the preventive maintenance section of the technical manual for the specific model). We will inspect and replace, as necessary, parts such as:

  • Arm assembly
  • Brake assembly
  • Digital hour timer
  • Upper drum assembly
  • Slip ring and brush assembly
  • Pinch arm guard
  • Ring roller
  • Tension regulator assembly
  • Timing belt

The major overhaul is usually performed when tape running time meter reaches 3,000 hours – 5,000 hours (as called out in the preventive maintenance section of the technical manual for the specific model). This includes inspection and replacement as necessary of all common wear items in addition to the complete drum assembly and other electromechanical parts such as motor assemblies.

Your Regional Service Center representative will provide you with a detailed estimate of the service required for your specific equipment and will list all parts to be inspected and or replaced as necessary for each level of service.


  • We provide estimates for all out-of-warranty repairs. Customers are contacted with the estimate and work will begin upon approval
  • Estimates are generally prepared and sent within 48 hours

To allow us to schedule our resources and serve you better, we ask that all estimates be approved within 3 days. In order to speed up this process, we recommend that you pre-approve charges to a certain amount.

Questions or approvals

Call us directly at 866-766-9272 (Option 2) during business hours (8:30am to 5:00pm). You may also FAX your estimate approval anytime to the appropriate Service Center.

Used parts

Used parts are returned upon request only; please inform us when approving your estimate.

Repair warranty

All repairs are warranted for 90 days parts and labor.


We can ship by Federal Express or United Parcel Service. Messenger service for pick-up and delivery can usually be arranged in Metropolitan areas. Please call 866-766-9272 (Option 2) for details about availability, charges and scheduling.


Open account customers

Please supply a purchase order and, if convenient, your customer number. Repair charges will be billed to your account.

Cash account customers

Payment can be made by money order, company check (some restrictions apply), certified check, American Express, Visa or Master Card. (We cannot accept cash)

Warranty information

The parts and labor warranty period for Professional Solutions America products varies by model and product category. The Limited Warranty Card provides detailed warranty period information along with the warranty service terms, conditions and procedures. Warranty service may be coordinated through the products reseller or by contacting a Sony Regional Service Center.

Professional Solutions America – Product Warranty Card >

Professional Solutions America – Parts Warranty Card >


Terms and conditions

For complete terms and conditions for professional product support programs, please click on the appropriate link below:

SupportNET v8.0 >

On-Time Support (OTS) Advance Loaner Program v1.2 – for VPL projectors and select medical monitors >

Repair parts >

Technical information

Need technical assistance? We are ready to answer all your questions with a wide range of technical and support information covering areas such as product literature, technical publications, operations, and technical support.

Find and purchase genuine Sony Repair Parts, Accessories and Overhaul Kits >

For additional Technical Information, please visit our ServicesPLUS customer care website >


Technical bulletins: Technical bulletins are available on a subscription basis on the internet.

New Subscribers

For additional information, please contact Technical Information Services at 408-352-4500; hours of operation: 8:30 – 4:30 PST, Monday –Friday, or email To subscribe, please download and complete the Technical Bulletin Subscription Order Form.

Existing Members

Please login to the reference library site to access technical bulletins.

Contact us

Below is a list of United States contact information to support all of your professional product needs. If you reside in another country, please go to to find the correct contact information.

POSC: Product operational support center800-883-681710:00 AM - 6:00 PM ET, excluding weekends and holidays-
ERS: Emergency response system866-766-92728:00 PM - 8:00 AM ET, Monday - Friday and all day Saturday, Sunday and holidays-
Professional services contracts administrationSony Electronics Inc. ATTN: Professional services contracts administration
1730 N. First Street, MS: 5NE San Jose, CA 95112-4508
Worldwide Repair Parts Center800-538-75509:00 AM - 7:00 PM ET, excluding weekends and holidaysCustomer Service:

Parts Research:
Sony training institute408-352-450011:00 AM - 8:00 PM ET, excluding weekends and holidaysEmail:
Technical subscriptions408-352-45008:30 AM - 5:00 PM PT, Monday - FridayEmail:
Printer Express800-882-3891-
Consumer inquiriesIf your inquiry relates to a Sony consumer product, please direct your question to Sony's consumer feedback site. Consumer products include those used in your home or automobile, e.g., televisions, HiFi equipment, Walkman® stereos, DVD and VCR players, digital still cameras or Handycam camcorders®.

Hawaii Sony professional services: Services and support

National service and support (general)Telephone: (866) 766-9272 (opt. 2)-
Sony system products (automation, production, switchers)Telephone: (855) 766-9797-
Product operations and support centerTelephone: (800) 883-6817-
Repair partsTelephone: (800) 538-7550 ServicesPLUS
Sony trainingTelephone: (408) 352-4500Training
Digital Cinema Projection SystemsTelephone: (877) 669-2463Email:
SupportNet contractTelephone: (877) 398-7669Email:
Sony professional products service managementTelephone: (323) 352-5002-
Sony professional products repair centerTelephone: (323) 352-5000To check status or ask questions email:

Product operations support center

Contact product operations and support center for any questions regarding the operation of Sony professional products. Telephone: 800-883-6817
Telephone support is available Monday through Friday between the hours of 10:00 am to 6:00 pm EST, excluding holidays.

To find out more please contact our product operational and support center listed below for friendly, helpful and professional service.

Additional information

Sony Electronics Inc.Sony Montreal service centerFusion Cine
Sony Professional ServiceSony CanadaProfessional Technical Support (Van)
2235 Sheppard Avenue East
Suite 700
Toronto, Ontario
M2J 5B5
2886 Boulevard Daniel‐Johnson Laval, QC H7P 5Z71469 Venables Street Vancouver, BC V5L 2G1

Contact us for more information