VAIO Overseas Service:
FAQ
for Hong Kong Market
Q1. What is “VAIO Overseas Service”?
Q2. In which country is the Service applicable?
Q3. What is the length of time during which the product is covered by the “VAIO Overseas Service”?
Q4. What is covered under the terms and conditions of the “VAIO Overseas Service”?
Q5. What are the conditions of receiving the “VAIO Overseas Service”?
Q6. What are the restrictions of receiving the “VAIO Overseas Service”?
Q7. What type of support is covered by “VAIO Overseas Service”?
Q8. Which number should I call to request repair serviece?
Q9. What is the procedure of repair?
Q10. How long does it take to perform the repair service?
Q11. How does this service differ from in-warranty repair service in Hong Kong ?
Q12. Are the models to which this service apply international models?
Q13. Is this Service applicable for any other models?
Q1. What is “VAIO Overseas Service”?
A. Upon purchase of this Service, repair at no charge is provided during your stay in designated countries for a certain VAIO Notebook PCs sold through Sony VAIO official distribution in Hong Kong. The terms and conditions of the service are described in the document “Terms and Conditions: Statement for VAIO Overseas Service”. The term of the service is one year from the date of purchase of the VAIO PC from Sony VAIO official distribution. A dedicated toll-free number ‘VAIO Overseas Service HOTLINE’ is provided to you for technical support during your stay.
Q2. In which countries is the Service applicable?
A. Designated countries where you can have your Product serviced are:
North America:US and Canada
Asia: Japan, Singapore, Malaysia
Western Europe: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Italy, Ireland, Liechtenstein, Luxemburg, the Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom
Oceania: Australia
Q3. What is the length of time during which a product is covered by the “VAIO Overseas Service”?
A. This service is valid for one year from the date of purchase of the VAIO PC from Sony VAIO official distribution in Hong Kong. At the conclusion of the covered period, your request will be handled in the designated country under its domestic repair service policy and conditions.
Q4. What is covered under the terms and conditions of the “VAIO Overseas Service?“
A. Only the PC hardware is covered.
Software, cables, batteries, peripherals (i.e. AC adaptor, port
repricator, Docking station, Memory expansion card), and printed
material are not covered under this service.
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Q5. What are the conditions of receiving the “VAIO Overseas Service”?
A.
- You have purchased the “VAIO Overseas Service”.
- You own a PC for which the service was purchased from Sony VAIO official distribution in Hong Kong
- You are staying in the designated countries
- The contents of your hard drive (including any data you have stored or software you have installed) is backed up (the hard drive may be recovered to the original shipping status after repair)
Q6. What are the restrictions for receiving the “VAIO Overseas Service”?
A.
- Power and telecommunications standards for the designated models apply for use in Hong Kong. When using the Product in the designated countries, it is your responsibility to use the Product in compliance with these specifications. When damage is caused by use in an environment that does not meet the specifications of the Product, you will be charged for the repair. Sony will not compensate you for damage that occurs when the Product is used in an environment that does not meet the specifications of the Product.
- Sony Style Support Hong Kong will answer any inquiries regarding use of this service.
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Q7. What type of support is covered by “VAIO Overseas Service”
?
A. Repair is provided at no charge for hardware malfunctions experienced during standard use (as stated in the instruction manual, on labels, and in other printed material included with the PC). Also a toll-free dedicated VAIO Overseas Service HOTLINE will provide you with technical support when you have a problem while in the designated countries.Power and telecommunications standards for the model types designated for this service are for use in Hong Kong. When using the Product overseas, it is your responsibility to use the Product in compliance with these specifications. When a malfunction is caused by use in an environment that does not meet the specifications of the Products, you will be charged for the repair. Sony will not compensate you for damage that occurs when the Product is used in an environment that does not meet the specifications of the Product.
Q8. Which number should I call for Support?
A. Call toll-free dedicated VAIO Overseas Service HOTLINE in Hong Kong when you have a technical problem with your VAIO in the designated countries. This exclusive number will be provided to you when you purchase this Service. VAIO Overseas Service HOTLINE will validate if you are entitled to this service. You need to provide your name, phone number, model name and serial # of your Product.
When the VAIO Overseas Service HOTLINE finds that your set requires hardware repair, the HOTLINE will arrange the pick up service with the local Call Centre or indicate you the location for carrying in your product.
Q9. What is the procedure of repair ?
A. After requesting repair service to a dedicated number, the repair procedure depends on the country. Please refer to the information below per country.
In US/ Canada
In Japan
In Western Europe
In Australia
In Singapore
In Malaysia
Q10. How long does it take to perform the repair service?
A. It will take in average 2 weeks from the time you first call Sony to request a repair. However, depending on the nature of problem, the time needed to repair your Product could be more than 2 weeks due to spare parts logistics.
Q11. How does this service differ from in-warranty repair service done in Hong Kong?
A.
- A toll-free dedicated VAIO Overseas Service HOTLINE will provide you with technical support when you have a problem with your VAIO in the designated countries.
- In case of repair for which you are charged in certain countries, you must pay repair related fees in local currency.
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Q12. Are the models to which this service apply international models?
A. No. They are for use only in Hong Kong. Therefore, when using the Products in the designated countries, it is your responsibility to ensure that the Product is used in compliance with the specifications. When the damage is caused by use in an environment that does not meet the specifications of the Product, you will be charged for the repair.
Q13. Is this Service applicable for any other models?
A. 'Travelers Overseas Support Service' is offered for PCG-Z505GAT, PCG-C1VMT under different Terms and Conditions. For other models, international Service is not available.
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