Sony Storage Support

Storage Support USA

Limited Warranty Return Policy For Sony Branded SAIT/AIT/DDS Product (USA Customers only)

The following Return Policy applies only to Sony branded SAIT/AIT/DDS storage products sold in the United States of America that are still under Sony's Limited Warranty ("Tape Storage Product"). Please reference the Limited Warranty for your Tape Storage Product to determine applicable terms and conditions. If there is a discrepancy between your Tape Storage Product's Limited Warranty and the terms of this Return Policy, the Limited Warranty shall control.

Unless otherwise specified in the Limited Warranty supplied with your Tape Storage Product, you have contacted Sony technical support and have been issued a RMA number (see below), Sony will gladly accept Tape Storage Product returns for repair or replacement within three year of the original invoice date for the Tape Storage Product.

If you think your Tape Storage Product is defective, and you wish to return the Tape Storage Product to Sony for repair or service under the applicable Limited Warranty, you must contact Sony's Technical Support hotline at the (800) 801-7927 (Sony Tape Storage Products only).

Once Sony Technical Support advises you that the Tape Storage Product may be returned for repair or replacement (at Sony's option), they will issue you a Return Merchandise Authorization (RMA) Number. Please note that Sony will not accept Tape Storage Product for repair without a valid RMA number, and that RMA numbers expire thirty (30) days after they are issued. Any Tape Storage Product received by Sony without an RMA number or with an expired RMA number, will be documented and returned to you at your expense.

To obtain Sony's Limited Warranty service you must deliver the Tape Storage Product freight prepaid, in either its original package or packaging providing the Tape Storage Product with a degree of protection equivalent to that of the original packaging to Sony. Please note that you will NOT receive the original packaging back. Please contact Sony Technical Support at the number listed above for further information.

Some Tape Storage Products have a 24 hour Swap program. If you have purchased a Sony Tape Storage Product with a 24 hour Swap program and it fails, just call the Sony 24-Hour swap line at (800) 801-7927.  If Sony cannot get the Tape Storage Product working to your satisfaction, Sony will initiate shipment of a factory certified replacement drive within 24 hours so that you will be up and running with a minimum of hassle. The Sony technician will ask for a credit card number, the drive serial number and its date of purchase and a copy of your sales invoice. If you return the failed drive to Sony as requested, no charge will be made to your credit card.

Return ONLY the drive. Do not return the drive with the cables, cord, manuals, or software.

Sony is not responsible for any damage to or loss of any programs, data, or other information stored on any media or any part of any Tape Storage Product serviced hereunder. Be sure to remove all features, parts, options, alterations, and attachments not under warranty prior to returning the Tape Storage Product to Sony. In no event is Sony liable for any loss or damage to these items. IN NO EVENT WILL SONY BE RESPONSIBLE FOR INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES (INCLUDING LOST PROFITS) WITH THE RECOVERY EFFORTS AND/OR RETURN OF THE TAPE MEDIA AND DATA.

Sony STRONGLY recommends that you FULLY insure the package you are returning. THIS IS FOR YOUR PROTECTION, as Sony is not responsible for Tape Storage Products that are lost or damaged in transit. We suggest that you use a "traceable carrier" that can provide you with "proof of delivery."

You are responsible for paying postage and handling charges to our warehouse. This charge is non-refundable. If the Tape Storage Product you are returning does NOT meet the requirements described in this document, the merchandise will then be returned to you, also at your sole cost and expense.

Please remember that the Limited Warranty only covers the hardware components packaged with the Tape Storage Product. The limited warranty does not cover any software contained in or included with the Tape Storage Product; any such software is provided "AS IS". Please refer to any documentation included with the software for your rights and obligations with respect to the software.

NOTE: SONY WILL CAREFULLY INSPECT ALL RETURNS UPON RECEIPT!

Sony will thoroughly inspect all returned Tape Storage Product to determine whether the Limited Warranty eligibility requirements are met for replacement, exchange or repair.

Please note that Sony will reject Tape Storage Product if:

  • It is improperly packaged.
  • It is returned without an RMA, or with an RMA that has expired..
  • It is affixed with counterfeit label(s) or affixed with labels exhibiting tampering.
  • The standard certification labels (UL listing, capacity, brand name) and/or the barcode label have been removed from the Tape Storage Product.
  • It exhibits evidence of abuse or misuse such as cracked components, damaged circuit boards, dents, scratches, defacement of base casting, torn or punctured tape seals, and loosened or missing screws/fasteners.

 

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