Article ID : 00145789 / Last Modified : 04/04/2019

Checklist: What should I do before I send my product in for repair?

    Do you think your product needs a repair? Here's a quick guide on everything you need to know:

    Create a backup of your data

    When a product undergoes repair, it will be restored to its original factory settings. This means that all the data stored on the device, such as music or pictures, will be deleted. Sony is not responsible for any loss of personal files during a repair service, so we highly recommend that you create a backup of your files before sending us your product(s). You can do this by transferring your files to your computer, memory card or external USB storage device.

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    Tell us what's going on

    Please provide a clear description of the malfunction to help our repair technicians in the evaluation process. This includes providing example images on an SD card or CD to help us with our investigation. Also, please enclose your name, address, phone number and email address for future information about the issue.

    Enclose a copy of the Proof of Purchase and the Warranty Card or invoice

    You should enclose a clear and legible photograph of the receipt, indicating the date of purchase and the price paid for the product(s). If you purchased the item from an online retailer, you can send a copy of your invoice instead of a receipt.

    Write down your product's name and serial number

    This is in case you need it for future reference.  

    There's no need to include accessories other than the one that are relevant to the repair

    Only send accessories with the equipment if they are relevant to the repair (e.g. a battery charger not working as intended). Make sure you've removed any memory cards/CDs/DVDs or Blu-ray Discs from your product, as these might be removed, misplaced or damaged during service.

    If any accessories are included with the main unit for the repair, it's important to specify which accessories have been included. This is to avoid any types of disputes that could arise later on, for example, if an attached accessory would not be returned after the repair has been completed.

    NOTE: Sony is not responsible for damaged or misplaced storage or optical media.

    In case you send us the product via mail, courier or parcel service (to Authorised Service Centre)

    Package your device securely in a box or bubble wrap envelope. Missing or damaged parts may increase the cost of service.

    Digital Imaging and Home Audio products can be returned to an Authorised Service Centre of your choice.

    Television
    Depending on the screen size of your television, the ASC will either dispatch a technician to your home (for 42" TVs and above), or the television can be sent to the ASC or dealer where you originally purchased your product (for TVs below 42"). 

    Do you think you have a defective panel? Follow our Advanced Exchange Program: