What is the Support Search tool?
The new Support Search tool is a great easy way to discover the right support for you and your professional product. Simply enter in your product number to find PrimeSupport for your product and click “Search”. Here, you can view what services are available and enquire to buy.
• How do I use the Support Search tool?
• What is a Schedule of Service?
• Where can I find the standard PrimeSupport Terms and Conditions?
• How do I purchase a support package?
• What is a healthcheck?
• How do I activate my PrimeSupport?
• Who do I contact when I encounter issues with my product?
• What is an extension package?
• Where can I find out more information about support packages?
• I am already registered under PrimeSupport+. Will anything change?
• Are accessories covered under my PrimeSupport warranty?
• How long can I be covered for?
• Is PrimeSupport services available in my country?
How do I use the Support Search tool?
The new Support Search tool is a great easy way to discover the right support for you and your professional product. Simply enter in your product number to find PrimeSupport for your product and click “Search”. Here, you can view what services are available and enquire to buy.
What is a Schedule of Service?
As part of the Support Search tool results, you will find a downloadable Schedule of Service document for every support package option. This is the document that describes in detail the Service you are eligible to with this package option and will constitute the agreement between Sony and the end-user.
Where can I find the standard PrimeSupport Terms and Conditions?
The standard PrimeSupport Terms and Conditions are included as part of any Schedule of Service document.
How do I purchase a support package?
Once you have identified the package that is right for you, please click the “Buy now” button. This will open a form for you to complete and submit. Our contact centre will then call you to confirm your requirements and then forward details to the accredited Sony Specialist Dealer best positioned to support you in purchasing the extension or upgrade.
What is a healthcheck?
A healthcheck is exactly that – a check-up on the health of your product. It is perfect for those who want to protect their investment for the long-term or in preparation for an important imminent project. If your PrimeSupport cover has expired, a healthcheck is required if you wish to extend your warranty. This service ensures that your unit is fit for further cover.
Healthchecks are also ideal for those who wish to sell their unit on the second-hand market. When your unit passes the healthcheck, you will be provided with a certificate confirming that your unit has been thoroughly checked by our technicians – ultimately allowing the next potential buyer to purchase in confidence.
Currently we offer healthchecks on a range of professional camcorder models; please do a support search for your product, to see if a healthcheck service is available for it.
How do I activate my PrimeSupport?
When we say we are looking after you, we mean it: we have bundled PrimeSupportPro coverage with our products* for free! Activating your free PrimeSupportPro is easy – simply click here and fill out the form.
(*eligibility and cover duration varies per product, please use look-up tool to find out about coverage for your product)
Who do I contact when I encounter issues with my product?
Our dedicated PrimeSupport helpdesk is on hand to help you with any of your enquiries throughout the day. Contact us here.What is an extension package?
While PrimeSupportPro coverage comes bundled with our products typically for 2, 3 or 5 years (product dependant), you have the opportunity to extend your cover beyond your initial package duration by purchasing an extension package; perfect for ensuring true peace-of-mind in the long-term. For products that come with 2 or 3 years of free PrimeSupportPro we will typically consider extending your cover for up to 5 years of product life. Please ensure that you order your extension package before your current cover expires, otherwise we might decline it.Where can I find out more information about support packages?
A description of what is included in each level of PrimeSupport can be found here. For more specific information relevant to you and your product, please use our Support Search tool to discover support relevant to you.I am already registered under PrimeSupport+. Will anything change?
Not at all, we’ve got you covered. There is no action required from you, we are committed to the package you have purchased and any included services.Are accessories covered under my PrimeSupport warranty?
Depending on your level of cover and the specific PrimeSupport package, accessories may be covered for repair/replacement. See your contract for more details.
How long can I be covered for?
PrimeSupportPro and PrimeSupportElite will typically cover your product up to 5 years after initial purchase of the unit.
I want to buy a PrimeSupportPro or PrimeSupportElite extension package. When does the cover date start from, unit purchase date or package purchase date?
For PrimeSupportPro or PrimeSupportElite extension: the cover start date will be the date after your current cover expires.
For PrimeSupportElite upgrade package: the cover start date will be the date of the package purchase date.
In either case, the start and expiry dates will be clearly shown in the contract agreement document you will receive.
My free trial period for PrimeSupportPro has expired but I now have a fault with my product. If I purchase a PrimeSupportPro extension now will my repair be covered?
We reserve the right to decline extension of a cover that is already expired. If the unit has suffered damage during the non-covered period, a chargeable repair will be suggested. Depending on the case, we may still be willing to give you a cover extension after the chargeable repair has taken place; please contact your Dealer or use the Contact Us page to get in touch and we will advise accordingly.
Are graded products covered under PrimeSupport?
Yes. For A and C graded products, PrimeSupport Pro and Elite covers and extensions are same as for new products. For B graded products, the basic warranty is only 90 days and PrimeSupport Pro and Elite extensions are available only up to 4 years. Demo units refurbished as grade A and B products follow the above coverage as well.
Is PrimeSupport services available in my country?
PrimeSupport services are available in the European countries listed below:
Albania, Austria, Belgium, Bosnia-Herz, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Vatican City and United Kingdom.
If you are not located in any of these regions, check your regional Sony Professional site for further details.