Enjoy the Benefits.
Sony Care® - A Perfect Plan
Discover the benefits of Sony Care®
Sony Care Extended Service Plans can expand your manufacturer's limited warranty with easy-to-use support levels that help you make the most of your technology investment. Choose from various Sony Care options at the same time you purchase your Sony products to maximize your coverage.
Extension of Sony’s own manufacturer's warranty: Sony Care is an extension of Sony's own manufacturer's warranty.Customers are fully supported by Sony's nationwide service network that provides efficient and quality service
Complete Coverage: Sony Care provides complete coverage on warrantable items, including parts and labour
Replacement Guarantee: If more than 3 repairs are required on the same model unit or repairs take longer than 30 calendar days, a replacement model of equivalent specifications is guaranteed. AND the balance of your plan coverage will transfer to the replacement model
No hidden fees: There are no hidden fees such as administration fees or deductibles
Can be purchased anytime during manufacturer's warranty period: Sony Care can be purchased anytime during the manufacturer's warranty period and may be renewed for an additional coverage period (to a maximum coverage period of 5 years, except Sony VAIO Computers, Broadcast and Professional equipment and any products used for commercial purpose - which is 3 years)
Transferable: Sony Care is completely transferable and follows the owner of the Sony product
More about Sony Care Extended Service Plans
Accidental Damage from Handling (ADH) coverage is now available for all products!
Sat on your Reader screen? Dropped your camera in the water? Spilled coffee on your VAIO? Sony Care with ADH will cover damage from accidents. Coverage starts the day the product is sold and continues for the entire term of the Sony Care Extended Service Plan. ADH covers up to the price paid for the product. Once that value is reach, either through multiple repairs or exchange, the coverage concludes and regular Sony Care continues.
Affordable Onsite Service is now available for VAIO and Tablet!
When you purchase Sony Care with Onsite coverage for your VAIO or Tablet, a quick phone call will have a technician visit your residence to evaluate and repair the product. After your initial call a technician in your area will contact you within 48 hours to set up an appointment for service.
What does Sony Care® offer that many competing plans do not?
Coverage continues if product is replaced?
Product always replaced with equivalent Sony model?
Cover the costs of service calls where no problem is found?
Can be purchased any time during the original Manufacturer's Warranty period?
The Sony Advantage
Q: When do ADH and Onsite Service coverage start?
A: Coverage starts the day the product is purchased and finished when the Sony Care period ends. So if you purchase 2 years of Sony Care and the product comes with a 1 year manufacturer warranty, you would have 3 total years of ADH/Onsite coverage.
Q: Do ADH and Onsite Service have to be purchased when my order is placed or can it be purchased after?
A: You can purchase Standard Sony Care, Sony Care with ADH and Sony Care with Onsite Service any time within the manufacturer warranty period. However, ADH coverage will require a physical inspection by a Sony technician to ensure the unit is in good working condition prior to sale. Simply call our Sony Care specialists toll free at 1-800-773-9667 for assistance.
Q: If I purchase ADH or Onsite Service after the product purchase date, what is the start date of the coverage?
A: The start date is the date of the product purchase, not the date of the plan purchase.
Q: Can I purchase Sony Care even though I did not make my purchase directly from Sony?
A: Yes, as long as your proof of purchase shows that your product is still within the manufacturer warranty date.
Q: Can I purchase Sony Care on PlayStation and PlayStation accessories?
A: Yes, Sony Care can be purchased for all Sony electronic products.
Q: If I previously purchased Standard Sony Care, can I upgrade to ADH or Onsite Service?
A: No, there is no ability to buy ADH or Onsite Service upgrades at this time.
Q: Can I purchase only ADH or Onsite Service for just the manufacturer warranty term?
A: No, you must buy a Sony Care Extended Service Plan to receive ADH or Onsite Service coverage at this time.
General Terms & Conditions
Under the Sony Care Extended Service Plan (the "Plan"), the Plan customer ("You") and Sony of Canada Ltd. ("Sony") agree:
Coverage Period: The Plan coverage period will start upon the expiration of Your original Sony manufacturer's limited warranty and will run for the number of years of Plan coverage that You have purchased ("Coverage Period"), with respect to the hardware, equipment or media described on Your proof of purchase ("Product"). Initial Plan purchase must be made prior to the expiry of Your original Sony manufacturer's limited warranty and renewals must be purchased prior to the expiry of any preceding Coverage Period. Maximum combined original manufacturer's limited warranty period plus Coverage Period(s) is five (5) years from date of purchase except for VAIO computers*, Tablets* and Broadcast and Professional Products* and Products used for a commercial purpose, which in all cases is two (2) years and in no event will be greater than three (3) years. The Plan for VAIO computers and Tablets covers hardware only. We do not provide software support except on a limited basis as required to assist with hardware troubleshooting only. Sony, Sony Care, and VAIO are registered trademarks of Sony Corporation.
Covered Services: The Plan is an extension in duration of the original manufacturer's limited warranty and Your coverage is bound by the same terms and conditions. During the Coverage Period, Sony will restore to normal operating condition or will replace the covered Product or any part(s) thereof which fails due to a defect in materials or workmanship during the Coverage Period. You acknowledge that Sony may use genuine factory parts where possible; however, the use of refurbished parts is allowed under this agreement.
Product replacement: If Sony, in its sole discretion, determines that a covered Product is not repairable or parts are no longer available, Sony may replace the Product with a product of like kind, quality or functionality at the time Sony determines the Product to be non-repairable. Sony will replace the Product if it requires four (4) qualifying repairs on the same hardware components or in the event the repair exceeds thirty (30) calendar days. Software or firmware related repairs do not qualify. The thirty (30) calendar day period for Product replacement starts when the Product is received by Sony or the technician arrives onsite and ends when the repair is complete. Technological advances may result in a replacement product with a lower selling price or different functionality than the original Product. Unless otherwise precluded by law, Sony will be excused from further performance of this agreement as to the affected Product, which will become the property of Sony.
Your Responsibilities: You are responsible for all maintenance recommended by Sony to maintain the Product in normal operating condition, including cleaning and maintenance in accordance with the owner's manual. Loss or damage resulting from any failure to provide Sony recommended maintenance is not covered by the Plan. Please refer to your owner's manual for information on the proper use and care of your Sony Product.
Limit of Liability: THE ONLY EXPRESS OR IMPLIED WARRANTIES OR OBLIGATIONS OR CONDITIONS OF SONY AS TO THE QUALITY OR THE CONDITION OF THE PRODUCTS OR THEIR MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE THAT WILL BE APPLICABLE TO THE PRODUCTS (OR ANY COMPONENT THEREOF) OR PARTS AND ACCESSORIES WILL BE SUCH WRITTEN WARRANTY OR WARRANTIES AS MAY BE FURNISHED BY SONY. EXCEPT FOR SONY'S EXPRESS LIABILITY UNDER SUCH WRITTEN WARRANTIES, TO THE EXTENT PERMITTED BY LAW, SONY EXCLUDES AND DISCLAIMS ANY AND ALL OTHER WARRANTIES, OBLIGATIONS AND CONDITIONS, EXPRESS OR IMPLIED. THE LIABILITY OF SONY, IF ANY, FOR DAMAGES FOR ANY CLAIM OF ANY KIND WHATSOEVER AND REGARDLESS OF THE LEGAL THEORY WITH REGARD TO ANY PRODUCT COVERED THEREBY, WILL NOT BE GREATER THAN THE ACTUAL PURCHASE PRICE OF THE PRODUCT WITH RESPECT TO WHICH SUCH CLAIM IS MADE. UNDER NO CIRCUMSTANCES WILL SONY BE LIABLE TO YOU OR ANY THIRD PARTY FOR INDIRECT, CONSEQUENTIAL, SPECIAL OR INCIDENTAL DAMAGES OF ANY KIND, INCLUDING, BUT NOT LIMITED TO, COMPENSATION, REIMBURSEMENT OR DAMAGES ON ACCOUNT OF THE LOSS OF PRESENT OR PROSPECTIVE PROFITS, EXPENDITURES, INVESTMENTS OR COMMITMENTS, WHETHER MADE IN THE ESTABLISHMENT, DEVELOPMENT OR MAINTENANCE OF BUSINESS REPUTATION OR GOODWILL OR FOR LOSS OF DATA, COSTS OF SUBSTITUTE PRODUCTS, COST OF CAPITAL, COST OF RECREATING DATA, OR A CLAIM OF ANY THIRD PARTY OR FOR ANY OTHER REASON WHATSOEVER.
Cancellation and Refund: You may cancel the Plan within thirty (30) calendar days of the date purchased, in which case You will receive a refund for the full purchase price of the Plan, less any taxes and claim costs. Following this thirty (30) calendar day period, You will not be entitled to cancel the Plan.
Buyout: In the event Sony or a service provider authorized by Sony is unable to repair the Product due to unavailability of equipment or parts, Sony may, in its sole discretion, purchase back from You the Product and/or the Plan at its purchase price less any shipping costs, taxes and claims covered by Sony since Your purchase of the Plan. Following such a repurchase payment, Sony will be excused from any further performance under the Plan.
The Plan does NOT cover:
- components or accessories, TV stands or wall mounts, de-installation or re-installation of wall mounted TVs and other products, or inaccessible products;
- consumable items such as non-factory installed batteries, printer cartridges, bulbs, screen protectors, accessory cables, removable data storage devices;
- any repair covered by Sony's manufacturer's limited warranty repairs noted in service bulletins and offered by Sony free of charge, repairs initiated by Sony under the manufacturer's limited warranty or under a recall program, costs associated with Sony's recommended normal maintenance under the manufacturer's limited warranty;
- un-authorized repairs;
- failures of components such as cabinets, frames, masks, finish defects, glass windows, scratched lenses, cases, bags, accessories purchased with the Product;
- normal wear and tear, or damage or failures caused by conditions beyond our control such as wiring, power supply, rust, corrosion, infestation, negligence, modifications, abuse, misuse, acts of God, failure to follow Sony's recommended maintenance, improper installation, non-factory installed batteries, problems with cable/phone lines, power surge where no surge protector was in use;
- defects that existed prior to the Plan purchase;
- Telephone or other lines connected to the equipment.
- loss or damage to recording media, software or data, computer viruses, software defects or software generated problems, or modified or added software that is not original to the Product;
- shipping damage to Products by the shipper or resulting from inadequate packaging by You;
- theft, loss or misplacement;
- monitor or screen imperfections including image burn-in, minor pixel issues that do not affect the overall viewing of the panel;
- accidental or intentional damage, cracked or damaged monitor, laptop or display screens (except for covered repairs due to ADH if purchased by You);
- intentional, consequential or incidental damage due to neglect or reckless, abusive or willful mishandling;
- data stored on disk drives or other memory devices;
- cleaning of Your Product (internal and external); or
- shipping cost of any Product located outside of Canada.
Miscellaneous: This agreement sets forth the entire agreement between the parties relating to the Plan and supersedes any prior or simultaneous communications, representations or agreements with respect hereto, whether oral or written.
This Agreement will be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein and each of the parties hereto agrees irrevocably to attorn to the non-exclusive jurisdiction of the courts of such province.
Specific Terms and Conditions for Extended Service Plans
The following terms and conditions apply in addition to the Sony Care and Sony standard warranty terms and conditions and will prevail in case of a conflict:
Accidental Damage from Handling Service Plan ("ADH")
The ADH plan protects the Product against accidental damage from handling ("ADH"). ADH plan coverage begins on the Product purchase date or, if the ADH coverage is purchased after the Product purchase date and within the manufacturer limited warranty period, a Sony technician must first verify the Product is in good working condition. ADH only covers operational or mechanical failure of the Product caused by an accident from handling that is the result of an unexpected or unintentional external event that arises from Your normal daily usage. ADH coverage does not protect You in the cases of: (a) theft, loss, misplacement, fire, abuse, a willful or intentional act; (b) alteration or modification of the Product in any way; (c) damage caused by failure to perform manufacturer's recommended operating instructions/standards or recommended maintenance; or (d) cosmetic damage (e.g., scratches or dents) that does not prevent the proper functionality or use of the Product.
Vaio and Tablet Onsite Service Plan ("Onsite Service")
The Onsite Service plan is not transferable by the original purchaser of the plan. The length of Your Onsite Service plan coverage will be shown on your purchase receipt. Coverage starts upon the date that You purchased the Product to be covered and will run concurrently with the original manufacturer's limited warranty and beyond, up to two (2) years and in no event will exceed a maximum of three (3) years. The Product to be covered by the Onsite Service plan is the Product shown on Your purchase receipt. The services provided under the Onsite Service plan will be provided only at the address registered on Your purchase receipt or, alternatively, at a Sony authorized repair facility. All services under the plan will be performed by Sony or persons authorized in writing by Sony. Services provided under the Onsite Service plan will be provided only where available. The services are available within fifty (50) kilometers of the municipalities listed below (which area may be enlarged or reduced in scope from time to time by Sony in its sole discretion). Service will be performed between the hours of 8 a.m. and 8 p.m. local time Monday through Saturday by Sony or persons authorized in writing by Sony to perform such service. In the event You fail to keep an Onsite Service appointment, You agree to pay the cost of the missed service call based on the then-current time and materials rate for such calls. Sony reserves the right to determine, in its sole discretion, whether or not service may be performed effectively on-site or whether or not repair at a Sony facility is necessary.
Red Deer (AB)
Thunder Bay (ON)
Saint John (NB)
St. John's (NL)
Data Recovery Services Plan ("DRS")
The DRS plan is only available for damaged hard disk drives, solid state drives, magnetic disk or other flash storage media ("Storage Media") and is not available with respect to recovery of software, executable files, databases, servers or applications. DRS is available on a single, one-time basis only for the Storage Media for which the service was purchased and is not transferable to other products. Sony or its authorized service provider will conduct an analysis of the Storage Media to determine the nature of the damage. In the event data recovery is possible, Sony will provide You with the restored data in a storage format determined by Sony. The new storage format will be covered for hardware defects in workmanship and/or materials for ninety (90) calendar days. The damaged Storage Media becomes the property of Sony and all data will be destroyed. Once destroyed, it will be impossible to retrieve this data and Sony will not keep a copy of the restored data. In the event data recovery is not possible, You will be notified by Sony or its authorized service provider and receive a refund for the purchase price of the DRS plan only. Following notification, You will have seven (7) calendar days to request return of the Storage Media. In the absence of such written notification, the Storage Media will be destroyed and it will be impossible to retrieve the destroyed data or to restore the Storage Media. You will not be entitled to claim any compensation for the value of the destroyed Storage Media or its contents.
You agree that: (a) any and all data is solely Your legal property and You are the owner or authorized licensor of any Product for which You request the DRS services; (b) during the process of data recovery it may be necessary to dismantle the Storage Media which will make it inoperable for future use or voidable for future manufacturer warranty claims; and (c) You are responsible for maintaining and backing up all information, data, text or other materials and software stored on the Storage Media memory prior to service. You acknowledge that the Product may already be in a deteriorated condition and You understand that data recovery is not guaranteed and that it is possible that the contents of the memory will be lost or reformatted in the course of service. You agree that, in the event Sony successfully recovers stored data in any amount, whether either full, partial or incomplete stored data, all of Sony's obligations under this DRS service will be fulfilled.
For assistance with your Sony purchase.
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