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Service Request and Return Authorization
Professional Products Warranty
- Professional Solution Group Warranty
- Professional Warranty Exceptions Card
- Professional Media Products Warranty Card
- Sony Home Theatre Lamp Matrix 2012
| Contact Information | |
|---|---|
POSC: 1-800-883-6817 option 1 for Canadian Customers | |
POSC Broadcast and Professional is open from 8:30am to 8:00pm Eastern, Monday to Friday. POSC Security and Medical is open from 8:30am to 7:30pm Eastern, Monday to Friday. Product Operation and Support Center for any questions regarding the operation of Sony Broadcast and Professional Products. | |
| Customer Service Solutions Group Repair Locations | |
| Eastern Service Operations Service Related: bpgservice@sony.ca | |
| Sony Montreal Service Center 7955 Trans Canada Highway St-Laurent, QC H4S 1L3 TEL: 514-956-6522 FAX: 514-956-6572 | |
| Western Service Operations Service Related: 33_van@sony.ca | |
| Sony Global Service Network (Click here). | |
| Sony Service Centre Repair Procedures | |
|---|---|
Our primary goal is to get your unit repaired properly and returned to you as quickly as possible. The following information outlines our basic repair procedures: | |
| All Units An RA (Return Authorization) number is required to send your unit to us. Please complete the Service Repair form and submit to the fax or email below. An SED number will be provided to return the product for service. Please use the SED number on any paperwork sent in with the unit. Include a complete description of the problem and what work you are requesting. Ensure a complete address with contact name, telephone, fax number, and email address is provided. | |
| In-Warranty Repairs Please include a copy of your dated sales invoice to validate the purchase date. | |
| Out-of-Warranty Repairs Depot service rate is $120 per hour plus $8 Shop Supply. A one-hour minimum diagnostic charge will be applied to refused estimates. Broadcast and Professional Cameras, Decks and Switchers have a $500.00 minimum charge. (Models beginning with: HDC, HSC, HSX, DVW, MSW, HDW, PDW, SRW, MVS, MKS) | |
| Please note, work will not begin until this approval form is completed Please fax or email the Service Repair form to: Service request E-Form in .zip format (Download) | |
Contact your sales representative to learn how Sony's world class service teams can support your operations.
| Service Type | Options | Description | Service Levels |
|---|---|---|---|
| Product Warranty | Standard | Manufacturer limited warranty, varies by product | |
| Enhanced | Extended terms for up to 3 full years of coverage | ||
| Parts Supply | Standard | Parts supplied from Sony regional parts warehouse | Varies by part |
| Enhanced | Local stocking of critical parts for expedited supply | Next day delivery | |
| Training | Operational and/or Maintenance Training at customer location | ||
| Technical Support(phone) | Standard | Local Sony technicians provide technical phone support | Mon-Fri 9am-5pm |
| Enhanced | Local Sony technicians provide technical phone support | Mon-Sun 8am-8pm | |
| Repair service | Standard | Repair service completed within Sony repair facility | Mon-Fri 9am-5pm |
| Onsite | Diagnostic and repair service completed at customer location | Mon-Fri 9am-5pm | |
| On-call | Extended hours repair service completed at customer location | Mon-Sun 8am-8pm | |
| OD/XD Archive | Standard | Software Updates, Fault Reporting and escalation | Mon-Fri 9am-5pm |
| Enhanced | Remote Support and After Hours Emergency Support | 24/7 | |
| Complete Service Plan | Combination of services listed above at discounted rate |