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 Type | Region | Ship-to Location | Contact | Repair Form | Walk-In Available? |
|---|---|---|---|---|---|
| Mid-West and Eastern States | Sony Service 360 West 36th Street
|
Phone: 201.833.5300 Fax: 956.728.2109 | MRN Service | Monday - Thursday: 10am - 6pm Friday: 10am - 3pm | |
| Mid-West and Eastern States | Sony Service 58 Hobart Street |
Phone: 201.833.5300 Fax: 956.728.2109 | MRN Service | No; Ship-in Only | |
West Coast States (AK, AZ, CA, HI, NV, OR, WA) | Sony Service 2706 Media Center Drive |
Phone: 323.352.5000 Fax: 956.728.2109 | West Service | Reopening Safely Our team at the Los Angeles Service Depot is committed to a careful, intentional and gradual full reopening. Accordingly, we are now open for curbside service drop-offs with the following conditions: | |
| Mid-West and Eastern States | Sony Service 115 West Century Road |
Phone: 201.833.5300 Fax: 956.728.2109 | East Service | Walk in service temporarily not available. Ship in only at this time. | |
West Coast States (AK, AZ, CA, HI, NV, OR, WA) | Sony Service 2706 Media Center Drive |
Phone: 323.352.5000 Fax: 956.728.2109 | West Service | Reopening Safely Our team at the Los Angeles Service Depot is committed to a careful, intentional and gradual full reopening. Accordingly, we are now open for curbside service drop-offs with the following conditions: | |
| All USA | Sony Service 115 West Century Road |
Phone: 201.833.5300 Fax: 956.728.2109 | East Service | Walk in service temporarily not available. Ship in only at this time. | |
| All USA | Attn: Professional VPL Repair/IPSA 2201 E. Carson St. |
Phone: 866.357.6230 | Carson Service | No; Ship-in Only | |
| All USA | 11302 Eastpoint Drive |
Phone: 866.357.6230 | Laredo Service | No; Ship-in Only | |
| All USA | Only for professional displays and projectors. Consumer products are not supported at this email or phone #. |
Phone: 800-883-6817 | n/a | No | |
| All | All USA | For field service operations, please contact Field Scheduling | Phone: 800.554.6088 | n/a | No |
Support Programs
SupportNETsm Programs and SystemWatchsm 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:
