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Your Top Shopping Questions Answered

by Gina 11/21/2012

Check out some of the commonly asked questions we get. Hope this info is helpful and if you’d like to reach out to someone in our service department, be sure to visit our contact page here or reach us via email  at sonystore@mailca.custhelp.com.

 PLACING AN ORDER

Does the Sony online store have a price match policy?
We offer a Price Guarantee policy. If the price of your product drops on our website within 30 days of your receipt date, we will refund you the difference. Please email us or call us toll free to request your refund. Sony also offers price matching on select products. Please call us toll free at 1-877-865-7669 and speak with a Sales Specialist for more information.

What are Sony’s Contact Center Sales and Customer Care Hours?

Monday – Friday:                      8 a.m. to Midnight (EST)

Saturday – Sunday:                   10 a.m. to 9 p.m. (EST)

Special Holiday Hours:

Sunday, December 23, 2012:     8 a.m. to Midnight (EST)

Monday, December 24, 2012:    8 a.m. to 5 p.m. (EST)

Tuesday, December 25, 2012:    Closed

Monday, December 31, 2012:    8 a.m. to 9 p.m. (EST)

Tuesday, January 1, 2013:         8 a.m. to Midnight (EST)

What forms of payment do you accept?
Sony accepts payment by credit card, including VISA, MasterCard and American Express, or by PayPal

What does “Pre-Order” mean on the website?
A Pre-Order product is a gadget that is new to Sony, in which hasn’t arrived in our stores or warehouse yet. Most times products are available for Pre-order online from Sony before they are available in our retail stores, and sometimes, before they are available through any other retailer in the US.

If the product you are interested in displays a “Pre-Order” button, it can be reserved so that when the shipments do arrive to the states, one is stamped with your name on it. Simply click on the “Pre-Order” button and continue through the checkout process to ensure you will be among the first in the US to receive the product you are interested in.

When does my credit card get charged?
To ensure you are totally satisfied with your purchase, Sony will not charge your credit card until your purchase has been shipped. At the time you place your order, we’ll pre-authorize your card for the total amount plus all applicable taxes and shipping charges (if any).

What is a pre-authorization?
At the time that you submit your Sony order, we will request that your financial institution (your credit card or debit card company for example) create a pre-authorization hold on your account. This means that we have not actually charged your account so you are not responsible to pay anything or incur any interest yet. Only once we successfully ship your order will we collect payment from your credit card. In the event that your order is cancelled, for any reason, prior to shipment, pre-authorization holds naturally expire within 15 – 30 days depending on your financial institution.

Where can I view the status of my order?
You can visit our Order Detail page to see the status of your order. If you have additional questions or concerns about the status, please email us at sonystore@mailca.custhelp.com or call us toll free at 877-865-7669.

Where can I order accessories or parts that are no longer available on Sony’s online store?
For your convenience, store.sony.com carries a wide assortment of common replacement parts and accessories for your Sony Products produced in the last few years.

Shop by phone, 1-239-768-7691
Phone hours:
Monday – Friday – 8am to midnight (EST).
Saturday – Sunday – 10am to 9pm (EST).

If you can’t find what you’re looking for, below is a list of Sony Authorized Part distributors who can help.

Andrews Electronics Inc.
(661)-257-7700
www.andrewselectronics.com

Encompass Parts

(800)-638-3328

www.encompassparts.com

Union Electronics

800-648-6657

www.ued.net

Are the prices on Sony’s online store the same as the prices in Sony retail locations?
In almost every case Sony online and retail locations offer the same prices on products. If there is a special event that the retail stores are participating in, the two stores may not be offering the same promotions but the regular retail prices will generally match.

I just bought a Sony product last week and it’s no longer online; was there a problem with the product that caused it to be discontinued online?
Sony maintains our product offerings in reference to the available stock of the model. Once we are no longer able to acquire stock for a model we remove the item from the website.

SHIPPING POLICIES

Why don’t you ship to a P.O. Box address?
We do our best to accommodate shipment to anywhere in the US, and we appreciate that not all of our customers have traditional/conventional street addresses. To provide the most extensive and protective coverage, our carriers do not ship to Postal Box addresses. However, to best serve and protect you, all online orders from Sony are delivered to you directly via courier services.

Can I ship my order internationally?

Sony does not ship directly to freight forwarders or APO/FPO addresses for international orders. However, we recommend the services of APO Box™, a third-party forwarding service that makes it easy to send your Sony Store purchases to APO/FPO addresses overseas. Just sign up at APOBox.com, and you’ll be ready to ship in a matter of minutes.

Can I have my order redirected to another address if my order has already been shipped?
Unfortunately once your online Sony order ships it must go to the address provided at the time you placed your order. If you cannot receive or pick-up your order after three attempts by the courier, it will come back to our warehouse and we will process a full refund to your credit card.

Why do you require a signature to receive a package?
Most of our shipments contain valuable equipment and therefore we like to ensure that our customers receive their products safely. If you will not be at the shipping address to accept delivery of your product, consider shipping the item to an address where you or someone you trust will be available to sign for your package.

What happens if I am not available to sign for my order?
Most of our carriers make three attempts to deliver a package. After three delivery attempts, the package will be held at a local depot for up to 5 business days. If you do not pick up your order from the depot, it will be returned to us and we will refund your account(s) accordingly. In the event that we were unable to deliver a Final Sale item, you will be contacted by phone and or email to arrange a new shipment and no refund will be issued.

RETURNING AN ORDER

What is your return policy for Sony products that are ordered online?

Sony’s return policy allows for most products purchased directly from Sony and shipped to locations in the United States to be returned by you within 30 days from date of shipment by Sony for a refund of purchase price actually paid. Products must be returned in the original packaging, along with all accessories, components and product literature. Movies, music, game hardware, games, software, professional products, gift cards, engraved products and 500mm super telephoto lens (SAL500F40G) are final sales and can only be exchanged for the same product if defective. Sony will process your refund to the original form of payment. Shipping and handling is non-refundable. 15% restocking fees may apply. You are responsible for and must prepay all return shipping charges and you shall assume all risk of loss or damage to product while in transit to Sony. If you have received damaged, defective or incorrectly shipped merchandise, please notify Customer Care within 30 days.

How do I return my Sony online purchase?

We’re sorry that you’re considering returning your merchandise. If there’s anything we can do to change your mind, or to make you more satisfied with your purchase, please call us at 877-244-9959. We’re here to help you Monday – Friday from 8am to Midnight ET, and Saturday – Sunday from 10am to 9pm ET.

In order to a return a product, within 30 days of shipment from Sony, you may simply ship it back, or you may bring it to any Sony Store retail location (www.sony.com/retail) with your order confirmation document and we will process your return. If you choose to ship your product back, you’ll need a Return Merchandise Authorization (RMA) number, which will only be issued during the 30 day return period which begins from the date of shipment by Sony. You can obtain an RMA number from Sony Customer Care at 877-244-9959. You may also create an RMA online by logging on to Sony Store, select My Account at the top of any page, and select “Order Information.” Select the order number of the product you would like to return, and select “Return Items.” Follow the instructions to complete the return request and print your customized return slip and shipping label.

Once you have been issued an RMA#, it will expire in 14 days so please make sure that your item is returned as soon as possible. Print the return slip and shipping label as indicated and ensure that the shipping label is affixed on the outside of your package. Please either remove or cover the original shipping label showing your delivery address.

Please ship your return to the address below within 14 days using your choice of carriers. For your protection, we recommend that you return your item(s) using a carrier that provides a tracking number and insurance.

The address to return your product with an RMA is:
Sony Consumer Direct Return Center
10227 Crossroads Loop
Suite D
Laredo TX 78045

You must include the RMA number on the outside of the box. When your return has been received and processed by the Return Center, Sony will process your refund to the original form of payment. Refund times may vary, but generally returns are fully processed within 7-10 business days from receipt by the return center. The refund typically takes 1 to 2 billing cycles to appear on your credit card statement. You can expedite the refund process by going to My Account on Store.Sony.com, selecting your return order and printing a return address label.

If you return your product to Sony (i) without a RMA from Sony, (ii) beyond the initial 30 day period or 14 day authorization period, or (iii) without original packaging, Sony retains the right to either refuse delivery of such a return or charge a restocking fee.

REGISTRATION AND WARRANTY

How do I register my Sony purchase?

For customers who have made their purchase from Sony’s online store, one of our Sony retail locations, or one of our Sony Authorized Retailers, please visit us online www.sony.com/register and fill out the information requested.  Your information will be added to our database for record keeping purposes.  Please make sure to keep your receipt as proof of purchase should you require it at any time.

Is there a deadline to register my new Sony product?
For the best possible support we encourage users to register their purchases within 30 days of making your purchase. The registration of your product helps us get in touch with you in the event that we have updates or information that we need to share with you about your product.

If I don’t register my Sony product will that void my warranty?
No. Officially your receipt is the only proof of purchase that you need to validate your warranty. The registration of your product helps us get in touch with you in the event that we have updates or information that we need to share with you about your product. Registering also helps us store your information in the event that you lose/misplace your receipt.

How long do I have to purchase additional protection on my Sony product?
As long as you are within your existing limited warranty period you can purchase an additional Sony Care Extended Service Plan. You can call our Sony Care team toll free at 1-877-865-7669 for full details on how you can purchase an extended service plan today.

TECHNICAL SUPPORT

How do I get technical support for my Sony product?
The first step in troubleshooting any issue that you are experiencing with your Sony product is to visit our eSupport Site  for a complete list of contact numbers and online support. If you are having difficulty with your VAIO® Notebook you can also try contacting our VAIO Support team directly, toll free at 1-888-476-6972.

Where else can I get product support?
Sony offers a variety of support options online at our eSupport Site at http://esupport.sony.com. Here you can find things like Manuals, Drivers, Tutorials, Product FAQs and more.

Where can I take my Sony product to get repaired?
There are many different Sony Authorized Service Centers that you can visit to get your Sony product repaired. To find the one closest to you please visit this link: http://esupport.sony.com/US/perl/index.pl

How do I order a recovery CD/DVD disk for my VAIO laptop?
(Make sure you have the VAIO laptop model and serial number handy)
If you are looking to purchase a new recovery CD/DVD for your VAIO Laptop, please use the following request link: https://sonystyle.custhelp.com/cgi-bin/sonystyle.cfg/php/enduser/doc_serve.php?&5=66

You can also speak with one of our trained sales associates at 239-768-7691.

Accessory Phone Hours:
Monday to Friday – 8:00 a
m to midnight (EST)
Saturday and Sunday – 10:00 am to 9:00 pm (EST)

For VAIO technical support please call: 239-768-7669.

Does Sony sell manuals?
http://esupport.sony.com/US/perl/select-system.pl?DIRECTOR=DOCS
If you would like a printed copy of your manual, you are welcome to print it at home. If you don’t have a printer, companies such as FedEx Office® allow you to upload documents from your computer for printing at their office for pickup or for printing at their office for pickup or delivery.

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