Welcome to Sony’s support repair pages. We will guide you through the necessary steps to make your repair journey as pleasant and convenient as possible.
Step 1: Verify if you need a repair
Did you drop by our quick troubleshooting tool (TV, Headphones & Mobile only)? If you’ve missed it, confirm if you really do need to book a repair: often repairs can be avoided!
Step 2: What do I need and why do I need it?
Once you are confident that a repair is necessary, you’ll need some information near at hand.
My product/model name
My serial number
IMEI number (Mobile only)
Where can I find my model name or serial number?
Providing the model name, serial number & IMEI number (Mobile only) allow us to exactly identify your product and get additional information that benefits your repair journey.
Your invoice helps us and to verify if your product is still within warranty. Lost your invoice? Don’t worry, if your product is still within warranty, your retailer should have a digital copy.
A genuine invoice should include the following:
- Clearly identifiable as a proof of purchase document by having 'Invoice' or 'Receipt' included on it
- Retailer's Name and Address
- Date of Sale / Date of Purchase
- Model number
- Sales Price
E-tail order confirmations, auction site receipts or handwritten invoices are not consider valid by Sony.
Verify if your product is within warranty or have your extended warranty details ready. If you’re unsure about the warranty period in your country, check our overview.
My personal details
Name, address, e-mail and two phone numbers (daytime if possible)
Step 3: Describing your problem
Preparation is the key to success. A clear description of the issue will help the repair team on its way.
You can download and print our template to help you summarise the required information.
Download the template
Step 4: Locating and contacting your Sony Authorized Service Centre
Now that you have your complete file, it’s time to find an Authorized Service Centre (ASC). Use the ASC locator to find suitable ASC locations nearby.
Your ASC will guide you through the rest of the journey. Be sure to provide them with all the information you’ve gathered.
Click to find your authorized service center
Additional tips & tricks
- Create a backup of your data:
When a product undergoes repair, it will be restored to its original factory settings. This means that all the data stored on the device, such as music or pictures, will be deleted. Sony is not responsible for any loss of personal files during a repair service, so we highly recommend that you create a backup of your files before sending us your product(s). You can do this by transferring your files to your computer, memory card or external USB storage device. The following articles give you step-by-step instructions:
- Don’t include unnecessary items
Only send accessories with the equipment if they are relevant to the repair (e.g. a battery charger not working as intended). Make sure you've removed the following product, as these might be discarded, misplaced or damaged during service:
- Blu-ray Discs
- Any memory cards
If any accessories are included with the main unit for the repair, it's important to specify which accessories have been included. This is to avoid potential disputes in the future. For example, if an attached accessory is not returned after the repair has been completed.
Sony is not responsible for damaged or misplaced storage or optical media.