Customers receive a total of 3 years Warranty and 3 years Advance Exchange coverage from date of purchase for a total of 3 years inclusive coverage (extending the standard 1 Year Parts/90 Days Labor Warranty).

Under Advance Exchange, customers are entitled to a replacement Passport Photo system (available next business day if call placed by 7:30pm Eastern Time, Monday through Friday) if problems cannot be resolved via telephone technical assistance.

Also included in the program are three (3) years toll-free telephone support and technical assistance from date of purchase as well as all repair parts and labor costs.

 

 

Step-by-Step Service Process:

1. Customer calls the Product Operational Services Center (POSC) at 1-800-883-6817 Option 2,2,1.

 

2. A Sony POSC representative will verify the model number and serial number given by your customer and determines whether exchange or repair is necessary. The POSC representative then forwards a request for exchange or repair to the Sony National Service Center.

 

3. The National Service Center sends a replacement unit (new or refurbished model) to the customer. A replacement unit will be shipped overnight if a call is received before 7:30pm ET, Monday through Friday.

 

4. The customer receives the replacement unit. Within 3 business days of receipt of the replacement unit, Sony must receive the malfunctioning unit at the following address:
Sony Electronics National Service Center
ATTN: Service Operations
2520 Zanker Road
San Jose, CA 95131

 

5. If the customer requests return of their original malfunctioning unit, the Service Center will repair it and return it. The following additional charges will apply for this additional service:
UPCR-20L SnapLab printer: $175.00
An additional $25 charge will be added if a new shipping container is required.

 

6. Once the customer receives their repaired unit, they must return the loaner (replacement) unit to the Sony Service Center within 3 business days.

 

7. All SupportNETSM Advance Exchange Program for SnapLab terms and conditions are set forth in the service agreement attached.

 

 

Key Customer Benefits
Purchasing a Sony SupportNET Service Agreement provides your Customers with a number of significant benefits:
• Flexible exchange service programs to meet customer’s needs/budget
• Predictable maintenance costs with no hidden charges makes budgeting easier
• Service Agreement pricing competitive with other manufacturers’ programs
• Quality repairs performed by highly skilled, factory trained technicians
• Service backed by Sony’s engineering expertise and resources