After you submit the form above, a member of our team will review your request and contact you to let you know whether we would be able to assist with the repair.
If we are able to help, we will ask you to send your product to us so we can assess the fault and give you a cost estimate for the repair.
During the repair process we will keep you updated on a regular basis. We will notify you when the product reaches us, when we've completed the diagnostics, when the parts arrive, and finally when your product is ready and on it's way back to you.
Our technical team will need to physically assess your product's condition first. Only then we can give you an accurate cost estimate for the repair.
After we review your request we will send you some instructions outlining how you can send your product to us.
You can choose one of the following options:
> send it to us directly using your preferred service provider
> request that we collect the product from you (at cost)
> request our specialist packaging and collection service (at cost)
Our team will discuss the options with you and support you through the process.
When you receive the cost estimate you may decide that you do not wish to proceed with the repair.
That is not a problem at all, we will make the necessary arrangements to return the product back to you.
However, please note that in that case you will be charged a fixed cost of €114 +VAT for the diagnostics, as well as the cost for the agreed logistics.
Our team will discuss payment options with you once you have confirmed that you wish to proceed with the repair.
You can arrange a BACS transfer, or pay by credit card.
Please note, we will only return the repaired product to you once the payment has been processed.
If your product is still under warranty, please contact us in one of the following ways:
By visiting https://www.sony.co.uk/pro/products/support-and-services
Call Sony Prime Support: +44 1256 683870* or 00800 7898 7898**
Email Sony Prime Support: primesupport@eu.sony.com
Prime Support Lines Opening hours: Monday- Friday 9:00 – 18:00 CET (Central European Time), excluding Local National Holidays. Support is available in English, French & German. You will need to provide the following information: 1. The name/model number of the product(s) 2. The serial number(s) 3. A copy of the invoice from the supplier you purchased your product(s) from and 4. Your contact details. * UK Number (charges may apply- check with your provider) ** Freephone (the number works for most European countries). *** On 1st February 2017 all Video Security sales, service and support was transferred to Bosch Systems. Please use the alternative contact details provided.
