Send in Repair

Send in Repair

Expedite Your Repair Time

Please use the ServicesPLUS "Repair" tab to generate a Depot or Field Service Request. Returning this completed form with the equipment in need of repair will help to speed up your repair time. Existing users will be prompted to login to ServicesPLUS; new users may establish an account at no cost or obligation.

Click here to complete and print the online Service Request form.

Click here for Sony Service Center Locations and Contact Information

Click here for Sony Security Products Repair and Contact Information


Sony Service Center Repair Procedures

Our primary goal is to get your unit repaired properly and return it to you as quickly as possible. The following information outlines our basic repair procedures:

All Units

  • Please include a complete description of the problem and what work you are requesting.
  • Include a complete address with a contact name, telephone and FAX number.
  • A RA (Return Authorization) number is NOT required to send your unit to us.

In-Warranty Repairs
We will need to validate purchase dates for warranty repairs. If you purchased the unit directly from Sony, this information is already on file in the computer system. If purchased from a dealer, please include a copy of your dated sales invoice.

Out-of-Warranty Repairs

  • Depot Service Rate is $135 per hour. Minimum Labor charge is $135. This includes a one-hour diagnostic charge for refused estimates.
  • Field Service Rate is $190 per hour during normal working hours. Minimum field Labor time is 4 hours. Travel, expenses, and parts are additional.

Equipment Overhauls
We can perform standard equipment servicing, which includes Inspection, Alignment, Cleaning, and Lubrication of all major and minor assemblies to complete major overhauls.

The Minor Overhaul is usually performed when tape running time meter reaches 1,000 - 2,000 hours (as called out in the Preventive Maintenance section of the technical manual for the specific model). We will inspect and replace, as necessary, parts such as:

  • Arm Assembly
  • Brake Assembly
  • Digital Hour Timer
  • Upper Drum Assembly
  • Slip Ring and Brush Assembly
  • Pinch Arm Guard
  • Ring Roller
  • Tension Regulator Assembly
  • Timing Belt
 
The Major Overhaul is usually performed when tape running time meter reaches 3,000 hours - 5,000 hours (as called out in the Preventive Maintenance section of the technical manual for the specific model). This includes inspection and replacement as necessary of all common wear items in addition to the Complete Drum Assembly and other electromechanical parts such as Motor Assemblies.

Your Regional Service Center representative will provide you with a detailed estimate of the service required for your specific equipment and will list all parts to be inspected and or replaced as necessary for each level of service.

Estimates

  • We provide estimates for all out-of-warranty repairs. Customers are contacted with the estimate and work will begin upon approval.
  • Estimates are generally prepared and sent within 48 hours.

To allow us to schedule our resources and serve you better, we ask that all estimates be approved within 3 days. In order to speed up this process, we recommend that you pre-approve charges to a certain amount.

Questions or Approvals
Call us directly at 866-766-9272 (Option 2) during business hours ( 8:30am to 5:00pm ).  You may also FAX your estimate approval anytime to the appropriate Service Center.

Used Parts
Used parts are returned upon request only; please inform us when approving your estimate.

Payment
Open Account Customers:
Please supply a Purchase Order and, if convenient, your Customer Number. Repair charges will be billed to your account.

Cash Account Customers:
Payment can be made by Money Order, Company Check (some restrictions apply), Certified Check, American Express, Visa or Master Card. (We Cannot Accept Cash)

Repair Warranty
All Repairs are warranted for 90 days parts and labor.

Shipping
We can ship by Federal Express or United Parcel Service. Messenger Service for pick-up and delivery can usually be arranged in Metropolitan areas. Please call 866-766-9272 (Option 2) for details about availability, charges and scheduling.