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Sony Australia offers multiple support channels designed to make getting help as straightforward as possible. You can reach Sony via their dedicated support phone line (1300 13 7669), live chat during business hours, 24/7 AI chatbot, and email forms for repairs or general inquiries. Sony also operates a national network of Sony Stores and authorised service centres, giving consumers in-person access to diagnostics and repairs.

Sony’s reputation in Australia is built on product quality and strong after-sales support. Many customers praise Sony’s technical expertise and knowledgeable staff, and the brand has consistently achieved high customer satisfaction ratings, such as topping Canstar Blue’s TV satisfaction awards. While online reviews show some frustrations with delays or communication gaps, Sony remains viewed as a premium brand committed to reliable support and long-term customer care.

Even with a strong brand reputation, Sony customers report a few recurring issues:

Order Problems
Some online store orders are cancelled due to pricing errors or stock shortages, often leaving customers waiting weeks for refunds.

Warranty & Repair Delays
Customers frequently mention slow warranty processing, long repair turnaround times, and inconsistent communication, especially for TVs and audio products.

Customer Service Responsiveness
A number of users struggled to reach support or receive follow-up. Some reported unreturned calls or slow email replies, forcing them to chase updates or seek chargebacks.

Product or Quality Issues
Cases involving faulty TVs, headphones, or earbuds (particularly after firmware updates) appear in reviews. In some instances, Sony declined support for slightly out-of-warranty products, causing frustration.

Price Match Concerns
Sony’s price match exists but has strict conditions. Requests are often denied if the retailer isn't authorised, leading customers to perceive the policy as restrictive.

Delivery & Pickup Issues
Customers report missing parcels, slow deliveries, or disputes over lost items, sometimes requiring persistent follow-up for resolution.

These issues represent the most commonly raised experiences across ProductReview, Trustpilot, and consumer forums.

Getting help from Sony Australia is simple with several support options:

📞 Phone Support
Call 1300 13 7669 (Mon–Fri 9am–8pm, Sat 9am–6pm AET) to speak with a Sony specialist for product troubleshooting, repairs, or general questions.
• PlayStation Support: 1300 365 911
• Sony Mobile: 1300 650 050

💬 Live Chat
Visit Sony’s Contact page and start a live chat during business hours. If agents are unavailable, you can use the 24/7 chatbot for instant assistance or to be routed to a representative.

📧 Email / Online Forms
Use Sony’s online contact forms for non-urgent questions or repair requests. Response times are typically within 1–2 business days.

🏪 In-Person Support
Customers can visit Sony Stores or authorised service centres for diagnostics or repair requests. Booking ahead is recommended—bring your proof of purchase and product details.

🎮 PlayStation Support
Console and PSN account issues are handled separately through the PlayStation Support site or hotline.

Tip: Have your model number, serial number, and purchase details ready to speed up verification and case handling.

Refund & Return Policy
Sony provides refunds or exchanges for faulty, damaged, or defective products under Australian Consumer Law. You must obtain a Return Authorisation before sending items back. Refund processing typically takes 7–10 business days after Sony receives the item.

30-Day “Love It or Your Money Back” Guarantee
MySony members can return up to two items per year within 30 days - even for change-of-mind. Sony covers return shipping for eligible products.

Order Cancellation Policy
Orders can be cancelled before dispatch by contacting support. Sony also cancels orders when items are unavailable or pricing errors occur, issuing a full refund promptly.

Price Match Guarantee
Sony may match prices from authorised Australian retailers if the item is identical and in stock. Exclusions apply (no grey imports or auction sites).

Warranty Policy
Most products include a 12-month manufacturer warranty, with longer periods for some electronics. Sony will repair or replace faulty products covered under warranty and explicitly honours Australian Consumer Law, meaning consumers may still be entitled to remedies after the warranty ends in cases of major failure.

Shipping Policy
Standard delivery takes 1–7 business days depending on location. Orders over $200 ship free (except bulky items). All orders require a signature, and Sony provides tracking once dispatched.