#### **When can I purchase a plan?** Digital Imaging PROTECT and PROTECT PLUS plans for eligible models must be purchased within 365 days of purchase of your product. Televisions PROTECT plans for eligible models must be purchased within 365 days of purchase of your product.
PROTECT PLUS plans for eligible models must be purchased within 90 days of purchase of your product. Headphones PROTECT and PROTECT PLUS plans for eligible models must be purchased within 90 days of purchase of your product. OTC Hearing Aids PROTECT and PROTECT PLUS plans for eligible models must be purchased within 90 days of purchase of your product. Audio and Video (excluding Headphones and OTC Hearing Aids) PROTECT plans for eligible models must be purchased within 90 days of purchase of your product. Xperia Mobile PROTECT plans for eligible models must be purchased within 365 days of purchase of your product.
PROTECT PLUS plans for eligible models must be purchased when you purchase your product. #### **How soon does my coverage start?** PROTECT plan coverage begins on the expiration of the manufacturer’s warranty for your product.
PROTECT PLUS coverage begins on the date of purchase of your service plan with the exception coverage for Accidental Damage from Handling (ADH) has a 30 day waiting period after you purchase the plan, unless the service plan is purchased at the same time as the product. #### **What products are eligible?** Plans are available on eligible products purchased from a Sony Authorized Retailer as new or factory-refurbished and manufactured for use in the United States, which, at the time of product purchase, included a Sony manufacturers’ limited warranty valid in the United States providing minimum coverage of one year parts and labor on new products and no less than ninety days part and labor on factory-refurbished products. #### **What’s covered under my Protect plan?** Sony’s Protect or Protect Plus protection plans entitle you to additional coverages beyond the manufacturer’s warranty. Protect extends the coverage period of the manufacturer’s warranty; Protect Plus adds additional entitlements including coverage for accidental damage from handling. In addition to coverage for a Failure, your Plan also provides coverage for: * NO LEMON GUARANTEE: If your product has three (3) repairs under your contract for the same problem and a fourth (4th) is required for the same problem, we will replace Your Product with one of like kind and quality, but not necessarily same model per your plans terms and conditions. Further, if you purchased PROTECT PLUS then Your Contract provides the following additional coverage for: * ACCIDENTAL DAMAGE FROM HANDLING (ADH): Your plan covers the labor and/or parts required to repair Your Product, or at our discretion, to replace your original product in lieu of repair in consideration of sudden and unforeseen ADH; such as damage resulting from dropping the Product or in association with screen breakage or liquid. #### **PROTECT PLUS Coverage specific to Digital Imaging:** * PREVENTATIVE MAINTENANCE: You are entitled to one annual “Clean and Check” service including: 1) cleaning of external product, sensor, focusing screen/viewfinder, mirror box; 2) camera inspection and functional testing for exposure, focus, and shutter; 3) firmware upgrades; and, 4) minor repairs and adjustments (if needed). * IMAGE RECOVERY: All cameras with an external memory card. We cannot guarantee we will be able to recover your content. We strongly recommend regularly backing up your photos to avoid potential loss of data. #### **How do I obtain an Annual Clean & Check Service?** Call (toll-free) 1-833-313-3331 to request the annual clean & check service. #### **PROTECT PLUS Coverage specific to Televisions:** * REMOVAL AND RE-INSTALLATION OF YOUR TV. We will remove and/or reinstall TVs 65” or larger in the same location provided the TV was originally installed by an Authorized Servicer and/or Authorized Sony Dealer as stated on the original purchase receipt. Coverage is exclusive of parts such as mounting brackets, kits, etc. that may be needed to complete the installation. * ONE-TIME REMOTE CONTROL / CONTROLLER REPLACEMENT (TV only). If Your Covered Product included a remote control or controller in the original packaging at the time of purchase and qualifies for hardware service, then Your ADH coverage includes one remote control replacement per Plan term. #### **PROTECT PLUS Coverage specific to Xperia Mobile Phones:** * BATTERY REPLACEMENT. Battery failure is covered, however, only a one-time replacement is allowed. Failure is defined as where the capacity of the covered device's battery to hold an electrical charge is less than 80% of the original specifications. #### **Do Sony protection plans charge deductibles?** There is no Deductible required to obtain service for most protection plans, with the exception that PROTECT PLUS plans for Xperia mobile phones include the following deductible:

Xperia Phone Purchase Price	Protect Plus Deductible
$500.00 - $749.99	$49.00
$750.00 - $999.99	$99.00
$1,000.00 – $1,499.99	$99.00
$1,500.00 - $1,999.99	$199.00
$2,000.00 - $2,499.99	$199.00

#### **How do I activate my Protect plan?** You will receive an email from Sony within 72 hours of purchasing a Protect Plan from a Sony Dealer inviting you to activate your plan. If you do not receive an activation email, please visit [protect.electronics.sony.com](http://protect.electronics.sony.com) to register your product and activate your plan. #### **How can I transfer a Protect plan if it was purchased as a gift?** To transfer a plan to the gift recipient, please send an email with the order number and gift recipient name, address, phone number and email address to protect-di@photoregister.com (for Digital Imaging),to protect-tv@photoregister.com (for Home Entertainment including TVs, audio, headphones, OTC hearing aids and sound bars), and protect-xperia@photoregister.com (for Xperia mobile phones) #### **How do I access my product locker?** Visit [productregistration.sony.com/](https://productregistration.sony.com/registered_products) and log into your account. If you do not have an account and you recently purchased a Sony Service Plan, please check your email for an invitation to activate your plan and create your account. Please note, emails inviting your to activate your plan may take up to 72 hours to reach your inbox following purchase of a plan from a Sony Dealer. #### **How do I update my personal information?** You can update your information in your Sony Product Locker under the My Account section. #### **How do I file a claim?** Call (toll-free) 1-833-313-3331 to submit a claim. When submitting a claim, please be prepared with your device proof of purchase (i.e. a receipt or invoice) as well as proof of device damage. #### **How long will it take for my claim to be resolved?** Our goal is to resolve claims within 5 days or less, not including time for logistics handling. If there is a delay for any reason, we will contact you with an update. The impact of COVID-19 has created greater demand for consumer products and parts. Though we have taken steps to minimize impact, delays may be unavoidable. #### **Where can I view the terms and conditions?** Digital Imaging Terms & Conditions can be found [here.](https://images.registria.com/system/resources/114992/original/SONY_Digital_Imaging_Terms_and_Conditions.pdf)
Home Entertainment (TVs, audio, headphones, OTC hearing aids and sound bars) Terms & Conditions can be found [here.](https://images.registria.com/system/resources/114991/original/Sony_Home_Entertainment_Terms_and_Conditions.pdf)
Xperia Terms & Conditions can be found [here.](https://images.registria.com/system/resources/resources/126206/original/20220602-CLIENT-Sony-Mobile-TermsConditions-Final.pdf?1654211948)
#### **How do I renew my Protect plan?** We will notify you via email or text message when it is time to renew your plan. You may also log into your account to check when your plan expires and renew it once your plan becomes eligible. #### **Where can I learn more?** For general questions about the program, please visit [protect.electronics.sony.com](http://protect.electronics.sony.com).
For Digital Imaging questions you can email us at protect-di@photoregister.com.
For Home Entertainment (TVs, audio, headphones, OTC hearing aids and sound bars) questions you can email us at protect-tv@photoregister.com.
For Xperia mobile phone questions you can email us at protect-xperia@photoregister.com. #### **Are Protect plans available for purchase outside of the U.S.?** No. Currently Protect plans are only available for purchase in the United States

Sony

Frequently Asked Questions