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.
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.
You will need to follow the relevant prompts as you navigate through the pages. It can be confusing and it can be difficult to reach the right page. The good news is that you can chat with a support agent or call the numbers provided for help direct you to the right department and process for doing an In-Warranty repair.
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
Video One Repair – All Cameras and Lenses
For assistance: 1-888-283-2228
Video One Repair is a Sony authorized repair facility that uses genuine Sony parts for all repairs. They have excellent customer service and quick turn around times. They offer free repair estimates, free return shipping, and 6-month full guarantee on the device, not just on their repair work.
If you need faster service, you may want to consider purchasing one of their service contracts – give us a call for details.
