Service Centre

Pencoed Service Centre provides a wide range of repair solutions for both business and consumers. The products that are repaired at Sony UK Technology Centre Service Centre range from home entertainment products to professional broadcast products. Products such as digital camera, video camera, LCD / Plasma and rear projector televisions, home video / DVD / HDD recorder, computer display monitors, home & personal audio product, video projector, security camera, digital video deck, digital photo printer, circuit board repair, Sony portable play-station, professional broadcast camera & many more.

We have a team of highly skilled engineers that can handle high volume product returns through our warehouse distribution system and reverse supply chain management. This provides the option to be able to screen, repair and refurbish products of variable model ranges quickly and efficiently. Our product repair workstations operate within ESD antistatic environment conditions and clean room level repairs are available for servicing specialist products.

We have the engineering support, system flexibility and floor space available to accommodate new servicing contracts from new business partners. If you are interested in discussing service support facilities or contracts with us further, then please do not hesitate in contacting us.

 

 

Service Centre Customer Comments & Feedback:


“ Excellent Service, could not be faulted – Thank You “

 Mr. F from Cwmcarn

“ Wonderful Service. Thanks! “ 

Mr. T. from Monknash.

“ Thanks to all of your helpful staff who have been kind & thoughtful. “ 

Mrs. T. from Pencoed.

 

 

Technical Information Centre

The Technical Information Centre was developed within Sony UK Technology Centre, to provide Sony customers with a comprehensive pre-sales and after sales support service, covering a wide range of Sony products such as computer pre-sales advice, after sales product support for Plasma & LCD Television, Digital Camera, Personal Audio products etc.

 Our highly trained customer liaison agents can guide customers through issues as diverse as product installation, product operation and product fault diagnosis. If a fault is diagnosed that cannot be resolved over the telephone, then they will arrange for the product to be collected or exchanged with our logistics support team with the least amount of inconvenience for the customer. Engineers are on hand to provide additional technical support for the customer liaison agents and to help develop the knowledge base system used within the call centre as new products are released into the market. 

The knowledge base system used within the Technical Information Centre, was developed in-house and created in recognition to support our customers more efficiently, we had to have the most accurate up to date product and business information support system available. It provides the call centre call liaison agents with product specifications, product fault diagnostic flow charts, device driver software, frequently asked questions and product pre-sales information. This information allows the call centre to support our end customers more effectively and provide a faster more efficient service without the need for the call liaison agents to retain vast amounts of product specifications and information.

The benefit of this system can be directly felt by both the user and our end customers. The call duration can be handled more efficiently and minimised, enabling the call centre to maximise the use of the call liaison agent’s time. Also, the end customer does not have to wait unnecessarily and their query can be dealt with more speedily. The system was recognised at the Welsh Call Centre Awards Ceremony in April 2004 as the best use of a knowledge base system. The award reflected the design ethos of the system and its use by Sony to support its end customers.

We offer a comprehensive call centre package - customer support, arrangement of courier collections / deliveries and performance reporting. We have Engineering support, system flexibility and floor space available to accommodate new call centre contracts.

Sony RASC

The Regional Authorised Service Centre was introduced to Sony UK Technology Centre to provide a regional repair service for Sony customers and businesses within the South Wales region. Its area of coverage stretches from Carmarthen (West), Brecon (North) and Monmouth / Chepstow (East). We have a dedicated team of reception staff and skilled engineers available on hand, who can provide a mobile on-site repair service for larger products. Also a coffee shop reception / waiting area is provided for Sony customers who wish to bring their products into us for repair, on a repair while you wait service.

We currently offer product service support for many local businesses within the region and can accommodate any new product business contracts. If you are interested in finding out more about our service support & contracts, then please do not hesitate in contacting us.

Customer Comments & Feedback:


“ Staff were helpful, with a superb product knowledge and dealt with my enquiry with speed & efficiency “ 

Mr. N from Porthcawl.

“ Last minute crisis solved by Sony Prime support & service centre. Awesome turnaround, very much appreciated “ 

Mr. J. from Somerset.

“ Thanks for your rapid service, friendly & helpful “ 

Mr. G. from Cardiff.

If you are interested in discussing how we could assist your business further, then please do not hesitate in contacting us.

Customer Service Centre Brochure PDF