Sony Pro Services: Does not Coordinate with Sony Protect Warranty + Sony Response
I recently paid for two years of Sony Protect Plus, essentially an extended warranty with loss/damage protection ($244.99). It is transferrable to a new owner should I sell the camera.
I also have paid yearly for Sony Pro Support ($100, and I consider it an outstanding value with excellent service I have used several times). So nothing but praise for Sony Pro Services for responsiveness and delivering what is promised and the very low cost.
I had called Sony Pro Services for a minor issue, and learned something quite disappointing:
The Sony Protect extended warranty coverage does not coordinate with Sony Pro Services.
I’d be happy to have Sony correct me on this, but the representative was quite clear that you have these two choices:
- If you want extended warranty coverage, then it cannot go to Sony Pro Services; it must go to Sony Protect.
- If you want fast turnaround, then it must go to Sony Pro Services, because Sony Protect will take weeks to turn it around. But you then have to pay for it out of pocket.
Suppose you have an issue, you send it to SPS, and it turns out to be a warranty thing. Now you are faced with either paying out of pocket, or a long delay in getting it transferred over to Sony Protect, and starting over. Not very professional!
This Sony corporated disjointedness needs fixing ASAP.
Sony Pro Support note
I was impressed with getting a note from Sony about 2 hours after this post went up from the lead for the Sony Pro Support team:
Hope all is well. Thank you for sharing your feedback with us.
I totally understand the process might be a bit convoluted. But we have been working with Sony Protect to ensure that the process goes smoothly for our customers.
When you reach out to Sony Protect to file a claim number, please mention that you are a PRO Support member, they will help expedite the process as well.
Please reach out to me if you need anything or have any questions.
Once again, thank you for your feedback.
...
Best is to Contact Sony Protect first, if they don’t response within 24hrs then you can contact PRO Support. We can reach out to them on your behalf as well.
If you do contact PRO Support first, let them know that you have Sony Protect and that you would like PRO Support to reach out to Sony Protect to assist with the claim. Either way, you can still send it in and we can request a claim on your behalf.
Since it’s going thru insurance, just like any insurance they want to know what happen, how it happens etc. therefore it’s always best to reach out to them first to prevent any further delay.
Sony Protect Contact:
Phone: 1-833-313-3331
mail: protect-di@photoregister.comTo make the process smooth, when email or contact Sony Protect, be prepared to answer the following questions:
Name
Phone number:
E mail id :
1. Address:...
2. Proof of Device Purchase (Receipt/Invoice)
3. Photos/Images of the device as well as a photo of the serial number
4. Source of Purchase (Where was the device purchased?)
5. Photos of the damages(if applicable):
6. Issue(s) description:
7. Damage date((if applicable):
DIGLLOYD: this is about as good as it gets for a company responding, so kudos to Sony. A seamless process would be ideal, but I understand that such things take time to sort out in big companies, process-wise.
