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 ServiceMonday - Thursday: 10am - 6pm
    Friday: 10am - 3pm
  • 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 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:

  • Person dropping equipment off must confirm prior to arrival they do not have a fever, a cough or have been in contact with anyone that has been ill
  • Should person dropping off appear to be ill at the time of arrival, they will be turned away
  • Curbside drop off is by appointment only
  • Please e-mail laservice@am.sony.com or call 323-352-5000 options 2,2,2
  • You will be e-mailed a service form and a date and time for drop off
  • Upon arrival, our Service Coordinator will open our customer entrance door and push a cart out with a copy of the signed service form
  • You will take your signed copy of the service form and put the unit on the cart
  • 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 ServiceWalk in service temporarily not available. Ship in only at this time.
  • 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 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:

  • Person dropping equipment off must confirm prior to arrival they do not have a fever, a cough or have been in contact with anyone that has been ill
  • Should person dropping off appear to be ill at the time of arrival, they will be turned away
  • Curbside drop off is by appointment only
  • Please e-mail laservice@am.sony.com or call 323-352-5000 options 2,2,2
  • You will be e-mailed a service form and a date and time for drop off
  • Upon arrival, our Service Coordinator will open our customer entrance door and push a cart out with a copy of the signed service form
  • You will take your signed copy of the service form and put the unit on the cart
  • 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 ServiceWalk in service temporarily not available. Ship in only at this time.
  • 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 ServiceNo; Ship-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 ServiceNo; Ship-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
    AllAll USA

    For field service operations, please contact Field Scheduling

    Phone: 800.554.6088n/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