FAQ for Middle East market

Q1. What is “VAIO Overseas Service”?

Q2. In which countries is the Service applicable?

Q3. What is the length of time during which a 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 for receiving the “VAIO Overseas Service”?

Q7. What type of support is covered by “VAIO Overseas Service”?

Q8. Which number should I call for Support?

Q9. What is the procedure of repair?

Q10. How long does it take to perform the repair service?

Q11. Are the models to which this service apply, international models?

Q1. What is “VAIO Overseas Service”?

A. Upon purchase of the applicable models, repair at no charge* is provided in designated countries for certain models of VAIO laptops sold through Sony’s official VAIO distribution network in Middle East. The terms and conditions of this 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 laptop from Sony’s official VAIO distribution network in Middle East.

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Q2. In which regions is the Service applicable?

A. Designated regions where you can have your VAIO laptops serviced are:

North America: US, Canada
Asia: Japan, Hong Kong, South Korea, Taiwan, Malaysia, Thailand
Oceania: Australia, New Zealand
Western Europe: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Italy, Ireland, Liechtenstein, Luxemburg, the Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom
Middle East: United Arab Emirates

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Q3. What is the length of time during which a product is covered by the “VAIO Overseas Service”?

A. The VOS is valid for one year from the date of purchase of the VAIO PC from Sony’s official VAIO distribution network in Singapore. At the conclusion of the covered period, your request will be handled in the relevant country under its domestic repair service policy and conditions.

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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 replicator, docking station, memory expansion card, and any other items as stipulated and informed by Sony from time to time), 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 applicable models of “VAIO Overseas Service”.
  • You own a VAIO laptop for which the Service is bundled from Sony’s official VAIO distribution network in Middle East
  • You check-in the VAIO laptop at the designated country’s service centre.
  • You must back up the contents of your hard drive (including any data you have stored or software you have installed) as the hard drive may be restored to the original shipping status after repair. The VOS Service does not provide any back-up service.
  • The VAIO Overseas Service logo sticker is placed on the computer and contains an actual date of purchase.
  • The Service is purchased within 60 days of the VAIO laptop being purchased from Sony’s official VAIO distribution network in Middle East.
  • Successful domestic warranty registration of the VAIO laptop purchased in Sony’s official VAIO distribution network in Middle East.

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Q6. What are the restrictions for receiving the “VAIO Overseas Service”?

A. Power and telecommunications standards for the designated models apply for use in U.A.E. 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.

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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 VAIO laptop).

Power and telecommunications standards for the model types designated for this service are for use in U.A.E. 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.

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Q8. Which number should I call for Support?

A. Call the Service Centre in the region of your location. The Service Centre number list will be provided to you when you purchase this Service. Service Centre will confirm whether you are entitled to this Service. You need to provide your name, phone number, model name and serial number of your Product for this confirmation to be done. If and w hen the Service Centre confirms that your Product requires hardware repair, the operator will arrange the pick up service with the local Service Centre or indicate to you the location for carrying in your product depending on the local requirements.

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Q9. What is the procedure of repair?

  • After you make a request for repair service to the Service Centre, the repair procedure will kick, which varies from country to country.
     

Service Procedure Flow Chart

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Q10. How long does it take to perform the repair service?

A. It will take on average 2 weeks from the date you first call Sony to request a repair. However, depending on the nature of the problem, the time needed to repair your Product could be more than 2 weeks due to spare parts logistics.

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Q11. Are the models to which this service applies, international models?

A. No. They are for use only in U.A.E. 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 repairs.

* Please refer to T&C for repair detail.

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VOS INFORMATION | FAQ | TERMS AND CONDITIONS