What is the difference between warranty and PrimeSupport?
PrimeSupport offers you considerably more benefits than warranty alone. Warranty consists of a return-to-base repair of the faulty unit within a reasonable time. With PrimeSupport's modular approach your Agreement can include loan units to help you maximise your uptime, telephone Helpdesk to guide you through the products functionality, advance parts replacement for fast product repair, plus many other features and benefits. In addition transportation costs are usually taken care of.
How do I become eligible for a PrimeSupport Agreement?
Some products include PrimeSupport as standard; the Agreement ships automatically with the product so you need take no further action. If you want to buy a PrimeSupport Agreement speak to your Sony product supplier. If there is an Agreement available ‘off the shelf’ it can be delivered at the same time as the product. If you need to have a tailored Agreement your Sony product supplier can liaise with Sony and create a service level that meets your requirements.
I know that there are PrimeSupport Agreements available 'off the shelf' but I really need to have a Agreement that is different to this. Can it be done?
Our ‘off the shelf’ packages have been created to fulfil the most typical service needs our customers have. If you need something different, no problem, simply contact your local Sony Sales Company and our Service team will be able to tailor a package to your needs.
I would like a higher service level than my PrimeSupport Agreement provides. Is this possible?
Yes, Sony has developed a range of enhanced service offerings, these can be ordered at the same time as you purchase your hardware product.
I have had my product for a little while now and only just heard about PrimeSupport. Can I still buy a Agreement?
Yes you can. Within 90 days of the product invoice date you can buy any PrimeSupport package. You can still purchase an Agreement after this time; however we may ask that you have your equipment inspected to confirm it is in acceptable working order. There may be a charge for this service.
I was not offered PrimeSupport but now my product is broken and I would like to buy a PrimeSupport Agreement. Is this possible?
Yes. However we can only cover the equipment when it is back in full working order. If still under warranty the repair can be covered free of charge (subject to normal warranty terms), or if out of warranty we may ask for an inspection of the equipment. You may be charged for this service.
My PrimeSupport Agreement expired some time ago and I want to renew it now. Can I?
We offer Renewal Agreements for a wide range of Sony products. Within 3 months of expiry you can renew your Agreement by contacting your Sony product supplier. The start date of the renewal will coincide with the expiry date of the original Agreement. After 3 months you can still buy a new Agreement, however we may ask for an inspection of the equipment to confirm it is in full working order.
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