Professional Services and Support

Product Support

Telephone support is available Monday through Friday 10:00am to 6:00pm EST, excluding holidays. Please call our Product Operation Support Center at 800-883-6817 or email our support team at ProSupport@sony.com.

For consumer support and inquiries, contact the following:

Service

Our service centers and field service engineers offer responsive repair and maintenance services. To schedule service, find and purchase parts, view operations manuals, get the latest software and firmware, or register your warranty, visit  ServicesPLUS.

Service Center Repair Procedures

Our primary goal is to get your unit repaired and returned to you in an efficient manner.

The following information outlines our basic repair procedures.

To schedule your unit for repair, complete a depot or field service request form. 

Existing users will be prompted to log in to complete a repair; new users may set up a free account.

What to Include with My Unit for Repair

Include a complete depot request form and contact info with your unit. An R.A. (Return Authorization) number is not required to send your unit to us.

For repair services offered for HVO medical recorders, please read our Business Associate Agreement (BAA). You will also be required to sign and submit this authorization form when sending in HVO units in for repair.

In-Warranty Repairs

A proof of purchase is required to complete a repair under warranty. If you purchased the unit directly from Sony, this information is already on file in the system. If purchased from a dealer, please include a copy of your dated sales invoice.

Out-of-Warranty Repairs

If your unit’s warranty has expired, repairs are subject to a diagnostics fee.

Repair Support

Product TypeRegionShip-to LocationContactRepair FormWalk-In Available?
  • Pro Camcorders
  • PXW CineAlta
  • NXCam
  • Mid-West and Eastern States

    Sony Service

    360 West 36th Street
    Closest Corner (36th and 9th Avenue)

    New York, NY 10018

    ProService@sony.com

    Phone: 201.833.5300

    Fax: 956.728.2109

    MRN ServiceYes
  • Pro Camcorders
  • PXW CineAlta
  • NXCam
  • Mid-West and Eastern States

    Sony Service

    58 Hobart Street

    Hackensack, NJ 07601

    ProService@sony.com

    Phone: 201.833.5300

    Fax: 956.728.2109

    MRN ServiceNo; Ship-in Only
  • Pro Camcorders
  • PXW CineAlta
  • NXCam
  • West Coast States

    (AK, AZ, CA, HI, NV, OR, WA)

    Sony Service

    2706 Media Center Drive

    Suite 130

    Los Angeles, CA 90065

    LAService@am.sony.com

    Phone: 323.352.5000

    Fax: 956.728.2109

    West ServiceYes
  • VENICE CineAlta
  • Broadcast and ENG Camcorders and Decks
  • Analog and Digital VTRs
  • Systems Products
  • Mid-West and Eastern States

    Sony Service

    115 West Century Road

    Suite 250

    Paramus, NJ, 07652

    ProService@sony.com

    Phone: 201.833.5300

    Fax: 956.728.2109

    East ServiceYes
  • VENICE CineAlta
  • Broadcast and ENG Camcorders and Decks
  • Analog and Digital VTRs
  • Systems Products
  • West Coast States

    (AK, AZ, CA, HI, NV, OR, WA)

    Sony Service

    2706 Media Center Drive

    Suite 130

    Los Angeles, CA 90065

    LAService@am.sony.com

    Phone: 323.352.5000

    Fax: 956.728.2109

    West ServiceYes
  • F65 CineAlta
  • Professional Headphones
  • Remote Control Cameras
  • Microphones and Receivers
  • Video Conferencing
  • All USA

    Sony Service

    115 West Century Road

    Suite 250

    Paramus, NJ, 07652

    ProService@sony.com

    Phone: 201.833.5300

    Fax: 956.728.2109

    East ServiceYes
  • Medical products
  • Printers
  • Professional VPL Projectors
  • All USA

    Sony Service

    11302 EastPoint Drive

    Building B, Suite C

    Laredo, Texas 78045

    LaredoRepairCenter2@sony.com

    Phone: 866.357.6230

    Fax: 956.728.2109

    Laredo ServiceNo; Ship-in Only
    AllAll USA

    For field service operations, please contact Field Scheduling

    Phone: 800.554.6088n/aNo

    Support Programs

    SupportNET® Programs and SystemWatch® Remote Support enhance warranty services.

    Subscriptions

    Technical bulletins are available on a subscription basis online.

    Source Literature Subscribers

    For additional information, please contact Technical Information Services at 408-352-4500, or email bssc.tis@sony.com. 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.

    Terms and Conditions

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

    Contact us for more information