How to get help, parts, and repairs on for Sony Pro Video Equipment
We at Z Systems are here to help you get back up and rolling as quickly as possible, and are happy to act as a liason, but once you learn Sony’s infrastructure, you will find the often you can get your issue resolved more efficiently by doing these yourself. Here’s a breakdown of Sony’s resources. Remember, if you are getting stuck or frustrated and you purchased your gear from us, give us a call and we’re happy to help.
Telephone Support for Operational Questions:
POSC 800-883-6817
Sometimes you aren’t sure if something is broken or if you just need a little help finding that button or menu item. Sony’s best kept secret is their POSC line. A weird acronym: (Professional Operations Support Center), but it is toll free lifetime technical and operational support for all of your Sony professional video and audio gear. Yes, there is a phone menu tree to traverse, and sometimes there is a hold time, but overall we’ve had good experiences with this line. You don’t need proof of purchase or anything like that, but it is helpful to have your model and serial number available before calling.
Sony’s Support Website for Everything
Support for Sony products | Sony USA
If you own anything Sony, we urge you to go to this link immediately, type in your model number (or key parts of it), and it will take you to a support page devoted to that item: Downloads, Manual & Warranty, and Questions & Answers.
At the bottom of the page, you will find additional links for Product Repair, Parts & Accessories, Human Support, etc. They even have a mobile support app (but we haven’t tried it yet).
Repair Parts
Sony: Replacement OEM Parts and Accessories
You can order your own repair parts! Sony has outsourced all repair parts to a company called Encompass. It’s a pretty good website. You can probably find what you want by browsing, or your can send an email to this address: ProPartsResearch@encompass.com for help.
In-Warranty Product Repair
You are most likely going to have to send it in. Go to this site: Product Repair | Sony USA. The next trick is to ascertain if your product is considered Consumer Electronics or Professional Products. Most of their digital cinema cameras are considered Creative Pro products in the Consumer Electronics branch.
Most of Sony’s repair services happen at either their Teaneck NJ or San Jose CA repair facilities. So if your equipment is broken, it probably needs to be shipped to Sony for repair. They have a ‘first in / first out’ type of system for equipment that isn’t under one of their service contracts. You can create the RMA / Repair Order online on their Sony Service Plus website, and then just send it in yourself. Their policy is that they will send it back to you via the same method you sent it in (i.e. overnight, 2 day air, ground, etc.). We have noticed that it typically takes a couple weeks before your item will be looked at, and for some reason, they aren’t the greatest at communicating with you re the status of your repair. Hopefully this is more of a worst case scenario, but we are seeing typical repair turn around times in the 2 – 5 week timeframe, including shipping.
If you need faster service, you may want to consider purchasing one of their service contracts – give us a call for details.
Out of Warranty Product Repair
Precision Camera – anything
For assistance: 1-860-272-2100
Most of Sony’s repair services happen at either their Teaneck NJ or San Jose CA repair facilities. So if your equipment is broken, it probably needs to be shipped to Sony for repair. They have a ‘first in / first out’ type of system for equipment that isn’t under one of their service contracts. You can create the RMA / Repair Order online on their Sony Service Plus website, and then just send it in yourself. Their policy is that they will send it back to you via the same method you sent it in (i.e. overnight, 2 day air, ground, etc.). We have noticed that it typically takes a couple weeks before your item will be looked at, and for some reason, they aren’t the greatest at communicating with you re the status of your repair. Hopefully this is more of a worst case scenario, but we are seeing typical repair turn around times in the 2 – 5 week timeframe, including shipping.
If you need faster service, you may want to consider purchasing one of their service contracts – give us a call for details.
