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       Frequently Asked Questions: Questions:

 
      Why should I become a ServicesPLUS user?
How do I...
    . How do I register more than one student for a class?
    . How do I add an item to my shopping cart?
    . How do I order a part for emergency after-hours shipment?
    . How do parts and software ship?
    . How do I deactivate a user that is no longer with my company?
    . How do I take advantage of the price matching program?
    . How do I return a part?
    . How do I find the warranty information for my product, part, or software?
    . How do I view exploded views, certain software release notes, or the technical bulletin subscription order form?
    . How do I find the answer to a question that is not listed above?

 

     How do I register more than one student for a class?
       At this time, only one student may be registered per order. To register multiple students on one order, please call 1-408-352-4500
       or send an email to training@am.sony.com with your request. You will be able to register multiple students using one order on the

       ServicesPLUS system in the near future.

     How do I add an item to my shopping cart?
       .   For parts and software, you may add an item to your shopping cart by clicking a shopping cart icon .
       .   Parts and software may be added to your shopping cart and checked out from 6:00 a.m. ET to 3:00 a.m. ET.
       .   Free of charge software may be downloaded 24 hour per day without having to use the shopping cart.
           each training class, and you will be prompted for payment information for just the class. This payment will not apply to the
           items in your shopping cart, which must be checked out separately as a parts and/or software order.

       .   Training orders may be placed 24 hours per day.

     How do I order a part for emergency after-hours shipment?
       For emergency parts orders after regular business hours, please call 1-800-538-7550 and follow the prompts. Leave your name
       and telephone number. You should receive a call within 30 minutes. There will be shipping and handling charges of

       approximately $250. Parts are shipped on the next available flight out.

     How do I know when and how my parts and/or software will ship?
       .   Orders are shipped Monday through Friday on business days.
       .   Rush orders placed by 6:00 p.m. ET will be shipped same day.
       .   Orders shipped ground transportation will be shipped the following business day.
       .   Options for shipping include next day, 2 day and ground.
       .   Back orders are shipped ground transportation unless specified on your order.
       .   Orders cannot be shipped to a P.O. Box.
       .   For orders placed using the ServicesPLUS website, you will receive an email with a link to shipment tracking information.

       .   Note: Operation and maintenance manuals may ship from a different location in a separate package if ordered with parts.

     How do I deactivate a user that is no longer with my company?

       Send deactivation request to ProParts@am.sony.com

     How do I take advantage of the price matching program?
       In most cases, Sony will match the price of any non-authorized parts supplier. Please call BBSC Customer Service at 1-800-538-

       7550 for details on how to take advantage of our price matching program.

       Sony reserves the right to verify any competitive offer for parts and to change or cancel this program at any time.

    How do I return a part?
      Please click on the Return Authorization Request Form. (Requires login, to login please click here)
       .   Non-Defective - Customers may return unused and unopened parts within 30 days from the date of purchase with a 15% restock
           fee. There is a $5 minimum restock fee. Parts purchased over 30 days ago and FRB parts used for testing will be approved at our
           discretion.

       .   Defective - See our warranty policy regarding the return of defective parts.

    How do I find the warranty information for my product, part, or software?
       Use the following links:
       .   Parts and Software
       .   Product
    How do I view exploded views, certain software release notes, or the technical bulletin subscription order form?
      To view certain documents in the ServicesPLUS system, you need the latest version of Adobe┬« Acrobat┬« Reader installed on your
      computer. If you do not already have the latest version of Acrobat Reader installed, click here.
    How do I find the answer to a question that is not listed above?
       .   Try our site guide or contact us with your question.
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