Sony Central Service - Returning a Product for Repair - UK

The products that Sony Central Service handle typically have a model number starting with:
Digital Stills Camera DSC Speaker SRS
Digital SLR DSLR / ILCE / ILCA / SLT (Body) Headphones MDR / WH / WI / XBA / WF
Lens SAL / SEL Car Audio XAV
Digital Camcorder FDR / HDR / DCR
Blu-Ray Player BDP / UPX
Portable Audio NW
If your model is not listed, please email scs@sony.com or call 01656 867347 to confirm if the product is handled by
Sony Central Service.

If you are unsure if your product is faulty, firstly check the Questions and Answers found under the Support link
at www.sony.co.uk; alternatively call the Sony Customer Information Centre on 0207 365 2810 (Mon-Fri, 9am-
6pm). If a product is examined and found not to have a fault, a charge may be made to cover the costs involved
in transporting and inspecting your product.

To arrange service for your product, follow the instructions below:

1) Complete and enclose the attached service request form. Please keep a copy for your records.
2) Please take a photograph of the product’s model & serial number label and keep safe for your records. This
will be required if there is a problem tracing your product.
3) Sony Central Service has a FREEPOST address for you to return your product only when under guarantee.
When the product is outside of guarantee, please send the product to us using your own method of carriage.
We recommend the use of a courier service with adequate insurance as Sony cannot accept liability for items
lost through incoming transit.
4) To ensure that your product arrives without damage, we suggest that you package the product carefully in the
original box. If the original box is not available, please take care to PROTECT your product, preferably in a
well-padded box. We do NOT recommend using a padded “Jiffy” bag. When returning your product in the
original packing, you may wish to overwrap the box in parcel paper or place the box within a plain box for
added security.
5) If the product is within the guarantee period, please enclose a photocopy of the original receipt (proof of
purchase) (Sony’s standard guarantee is 12 months from date of purchase).
! Please do NOT supply the original receipt as we cannot guarantee that your paperwork will be returned.
! If you do not enclose the proof of purchase, or if the product is outside of the guarantee period, we will
treat the repair as chargeable. Please refer to our service charges overleaf.
! The Sony European Guarantee does not cover physical or accidental damage. If a product is found to
have failed due to physical or accidental damage, a charge will be incurred.
6) When using Freepost (guarantee repairs only), post your product from your local Post Office, making sure that
you obtain a free proof of postage certificate. Please cut-out the address label overleaf and attach it securely
to your parcel.
7) On receipt of your product, we will send an acknowledgement receipt to the return address given on the
service request form. If a mobile number and/or e-mail address is provided we will also send a text
message/e-mail with notification of the product’s arrival and progress.
! The condition of the product specified on the receipt describes the external condition of the product
upon arrival, without being powered up or internally inspected.
8) After the product has been repaired, we will return it by registered post.

Sony Central Service - Repair Form – UK rev2

 Important Information About Products Returned for Service
Protecting your data
To avoid loss of data or other information stored in your product, please ensure that a backup is taken before sending it
for repair. We will not be responsible for any damage to, or loss of, any data or other information stored in your product.
As part of the repair process, it is likely that we will need to format the memory device and any data could be lost.
Accessories and Sample Images
Please include any accessories that may be associated with the fault exhibited by the product. For example, in the case of
a product not charging, please include the battery, charger and power lead.
In the case of a picture quality issue, including sample images demonstrating the problem, stored on the product’s
memory card may assist with diagnosing the problem.
Out of Guarantee & Physically Damaged Products
Estimates will be provided when a product is of outside of the guarantee period or damaged (where repair is possible).
An estimate will be prepared for the cost of labour (hourly rate), parts and carriage. If the estimate is refused an
estimate refusal charge applies, please see charges below.
Sony Central Service Charges Labour Rate Refused No Fault Not
Including VAT at 20% (per hour) Estimate Found Repairable
Digital Stills £42.00 £42.00 £24.00 £24.00
DSC Models excluding DSC-RX
Digital SLR, Camcorder & DSC-RX £54.00 £54.00 £36.00 £36.00
DSLR / ILCE / ILCA / SLT / FDR / HDR / DCR / DSC-RX
Lenses (Low/Mid-Range) £54.00 £54.00 £36.00 £36.00
SAL / SEL (NOT ending Z/G/GM)
Lenses (High-End) £78.00 £78.00 £54.00 £54.00
SAL / SEL (Ending in Z/G/GM)
Portable Audio / Blu-Ray £30.00 £30.00 £30.00 £30.00
BDP / UPX / NW / SRS / MDR / WH / WI / XBA / WF / XAV
Carriage for all small / medium items: £12.00 (UK addresses only – other countries POA)
Repairs are guaranteed for 90 days from completion. This covers labour and parts fitted for the work carried out.
Contacting Sony about your repair
To help us find details about your repair, please complete the following information and retain this document. You can
contact Sony Central Service by email at scs@sony.com or call 01656 867347 (Mon-Fri, 9am-5pm)
Model Serial Number Date Posted

Postal Address Checklist Guarantee Freepost Address Checklist

1. Can be used for guarantee or chargeable service with your 1. Only for use when the following conditions are met: -
own choice of delivery agent. ◦ Within guarantee period.
2. Ensure your item is tracked and covered by adequate ◦ Has valid proof of purchase.
insurance. ◦ No physical damage.
3. Ensure you keep a photograph of the model & serial number 2. Ensure you obtain a certificate of posting and that you keep a
label. photograph of the model & serial number label.
3. Items sent via Freepost that do not meet the conditions above
cannot be considered for any ‘lost in transit’ claims.


Sony Central Service

Delivery Point G Freepost RLTU-ELJJ-RERB
Pencoed Technology Park Sony Central Service
PENCOED Pencoed
CF35 5HZ CF35 5HZ


Sony Central Service - Service Request Form
PLEASE PRINT IN BLOCK CAPITALS
Customer Information
Name
Address

Postcode
Email*
Mobile*
Telephone
Survey Would you be willing to receive an experience survey from Sony?
Please tick relevant box  Yes  No
*If mobile/email are provided, Sony may use these to send repair updates via text message and/or email

Return Address
• If you would like your product returned to a different address than above, please complete the section
below, otherwise please leave blank
Name
Address

Postcode

Product Information
Model
Serial Number
Purchase Date
Original Retailer
Fault Description

Please supply case reference if the Sony Customer Information Centre has provided one
Sony Case Ref.
Repair Type  Guarantee Repair (Within guarantee period)
Please tick relevant box Please attach a photocopy of the original sales receipt
Without a receipt, we will have to treat the repair as chargeable
 Chargeable repair (Outside guarantee period/ Damaged)
You will be contacted for payment before repair. Please refer to prices on page 2

Confirmation
1. I confirm that the above product is faulty, and the reported fault is not related to a product understanding
or operational issue. I have read and accept the terms and conditions detailed in this leaflet.
2. For guarantee repair, I have included a copy of the original sales receipt.
3. I have securely packaged the item in a suitable box.

Signature ______________________________________ Date___________________

Sony Central Service - Repair Form – UK rev2