Professional Services and Support

Close up shot of circuit chip being fixed

Product Support

Telephone support is available Monday through Friday 10:00am to 6:00pm EST, excluding holidays. Please reference our Repairs Support section to direct your query to the correct Product Operation Support Center.

For consumer support and inquiries, contact the following:

Close up shot of circuit board with transistors and resistors

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?
  • PTZ Cameras (Pan, Tilt, Zoom)
  • Models Starting with SRG and BRC
All USA

United Radio

5717 Enterprise
Parkway East Syracuse, NY 13057

customerservice@unitedradio.com

Phone: 800.634.8606

United RadioMonday - Friday 8:30 AM - 5:30 PM
  • Pro Camcorders
  • PXW CineAlta
  • NXCam
Mid-West and Eastern States

Sony Service

360 West 36th Street
New York, NY 10018

ProService@sony.com

Phone: 201.833.5300

Fax: 956.728.2109

MRN ServiceMonday - Thursday: 10am - 6pm
Friday: 10am - 3pm
  • Pro Camcorders
  • PXW CineAlta
  • NXCam
Mid-West and Eastern States

MRN Service

Photo Tech Repair Service, Inc
575 Eighth Avenue Suite 1706 NYC, NY 10018

ProService@sony.com

Phone: 201.833.5300

Fax: 956.728.2109

MRN ServiceShip-in Only
  • Pro Camcorders
  • PXW CineAlta
  • NXCam

West Coast States

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

Sony Service

2706 Media Center Dr. Ste. 130
Los Angeles, CA 90065

LAService@sony.com

Phone: 323.352.5000

Fax: 956.728.2109

West ServiceMonday - Friday 8:00 AM - 4:00 PM
  • 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 ServiceMonday - Friday 8:30 AM - 4:00 PM (at the loading dock; please ring the bell to hand off equipment)
  • VENICE CineAlta
  • Analog and Digital VTRs
  • Broadcast and ENG Camcorders and Decks
  • Systems Products

West Coast States

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

Sony Service

2706 Media Center Dr. Ste. 130
Los Angeles, CA 90065

LAService@sony.com

Phone: 323.352.5000

Fax: 956.728.2109

West ServiceMonday - Friday 8:00 AM - 4:00 PM
  • F65 CineAlta
  • Professional Headphones
  • ILME-FR7 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 ServiceMonday - Friday 8:30 AM - 4:00 PM (at the loading dock; please ring the bell to hand off equipment)
  • Professional VPL Projectors
All USA

Attn: Professional VPL Repair/IPSA

2201 E. Carson St.
Carson, CA 90810

LaredoRepairCenter2@sony.com

Phone: 866.357.6230

Carson ServiceShip-in Only
  • Medical Products
  • Printers
All USA

11302 Eastpoint Drive
Building B, Suite C
Laredo, Texas 78045

LaredoRepairCenter2@sony.com

Phone: 866.357.6230

Laredo ServiceShip-in Only
  • Pro Bravia Display
  • Business Projectors
All USAOnly for professional displays and projectors.

Consumer products are not supported at this email or phone #.

ProSupport@Sony.com

Phone: 800-883-6817

n/aNo
  • All (Repair Support)
All USA

For field service operations, please contact Field Scheduling

Phone: 800.554.6088n/aNo
  • All (Product Support)
USAFor product support, please contact our Product Operation and Support Center

ProSupport@Sony.com

Phone: 800-883-6817

Telephone support is available Monday through Friday 10:00am to 6:00pm EST, excluding holidays
n/aNo

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:

Contact us for more information