Three easy steps to great performance:
- 1. Getting Started
- 2. Upgrade, Maintenance & Repair
- 3. Data Services and Rescue
It's out of the box. Now what? Let a Sony Certified Technician personalize your PC to complement your lifestyle and ensure a smooth transition to your new VAIO PC.
Keep your VAIO running perfectly with a full spectrum of diagnostic, tuning, repair and upgrade services.
It's all about the data, whether it's your music, pictures, or personal documents—we can help you back it up or try to get it back.
Answers, not worries.
With Backstage™ services, you can rest assured that your VAIO® PC is in the right hands. Whether you need help transferring old files to your new PC or an all-out full system enhancement to boost performance, Sony's got you covered.
Expert Support.
Nobody knows Sony computers better than a Sony Certified Technician. Regardless of where you purchased your VAIO PC, our dedicated Backstage Service Technicians provide personalized care for your VAIO PC needs.
Who are Sony Certified Technicians?
Sony Certified Technicians are Sony employees who are trained extensively in all things Sony VAIO. Many of our technicians have advanced Microsoft certifications.
Keep your VAIO PC extra safe.
A $149 value for $99. The Backstage™ VIP Protection™ software suite is designed exclusively for VAIO® customers and includes:
- Symantec® anti-virus software
- Norton Online Backup (automated online file backup)
- LoJack® for Laptops theft protection
Say hello to your VAIO VIP card.
The Backstage Pass gives you access to a portfolio of premium services and a team of Sony Certified Technicians who can answer all your VAIO questions.
$99.99 for one year for up to 3 VAIO PCs
Backstage Pass Program
Whether you're a PC novice or a tech-savvy expert, our experts will help you get the most out of your VAIO PC.
Affordable assurance.
Let Sony-trained experts help you optimize and protect up to three VAIO PCs per household with an annual Backstage Pass service membership for only $99.99.
Annual tune-up.
The Backstage Pass includes a yearly tune-up to keep your VAIO PC running like new. We'll run system diagnostics, complete any operating system updates and give your PC a thorough cleaning.
Express Expertise.
The Backstage Pass is your express ticket to getting started, getting PC services, and getting back to your life without delay.
Priority treatment.
Backstage Pass holders get front-of-the-line priority access to our techs so you can be in, out and on your way—fast.
Smooth transition.
Whether you want old files transferred to your new VAIO or need software installed, we've got you covered.
Fast fixes.
Don't let technical issues delay business or fun. Backstage Pass holders get priority service on any needed repairs.
Advanced scheduling.
Schedule an appointment up to two weeks in advance or call your local Sony Style store to get the next available timeslot.
Protect your valuables.
Photos, music and documents—don't risk losing your essential files. With Backstage Pass, we’ll help you select the ideal backup solution to meet your needs.
Find a location near you.
Call your local Sony Style store to schedule an appointment.
Select a state and store.
What can I expect from my appointment?
Your time is valuable and we will do our best to get you in, out and on your way.
How should I prepare for my appointment?
We've created some useful tips to help you get the most out of your scheduled appointment.
What should I do when I arrive at Sony Style?
Check in with the Concierge in the front of the store for your Backstage appointment, or let them know you'd like to see a Technician at the first available time.
What can I expect from my appointment?
You'll have a chance to sit at the Backstage service counter and share with the Technician what you'd like to get accomplished during your appointment. We'll collect information about your system and explain the steps needed to perform your requested service or diagnose any issue you might be having. The Technician will provide you an estimate of how long the service will take.
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Checklist Download PDF|Print Details
How should I prepare for my appointment?
- 1. Gather any paperwork related to your VAIO® PC. Don't worry if you can't find everything, we can still help.
- 2. Write down any issues you're experiencing or questions you have. If you've already spoken to a Sony Technician over the phone or at a Sony Style store, bring the Event ID from that exchange as well.
- 3. Prepare to back up your data. We recommend that you back up all of your data prior to service.
- 4. Bring your PC, power adapter, battery and any VAIO accessories that might be related to your issue.
- 5. Before you come to the store, double-check to make sure you have your VAIO PC secured for the journey.
Select service
Getting Started
User-friendly VAIO PCs are ready for action right out of the box. However, you may have some questions and Sony Certified Technicians are here to help you get started. Our experts will help you discover everything your VAIO can do for you right away and show you exactly how to get the most out of your PC. Whether you're a PC novice or a tech-savvy expert, our PC set-up services can save you time.
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New PC Orientation
Set up your new computer just the way you want it. A Sony Certified Technician will introduce you to all the features of your new VAIO PC, familiarize you with your new system and perform key set-up and configuration tasks.
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Recovery Media Creation
Unfortunately, software can become corrupt and that's why it's a good idea to have a factory restore disc on hand. We'll create a custom restore disc, designed for your VAIO PC, just in case.
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One-on-one Training
Enhance your VAIO PC experience with a one-on-one training session. We'll provide step-by-step answers to your computing questions ranging from your Microsoft Windows Operating System to managing your photos. Lessons available in 30- or 60-minute sessions.
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Software Installation
Need help installing and updating your software? Let Backstage do it for you. Backstage makes software installs easy and trouble-free. We'll evaluate your computer to make sure it's optimized for your new software.
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Backstage Pass
With Backstage Pass, you'll have access to a portfolio of premium services and a team of Sony Certified Technicians who can answer all your VAIO questions.
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Upgrade, Maintenance & Repair
VAIO notebook and desktop PCs are built with quality components and engineered for lasting reliability. Over time, however, you might need some extra services. Fortunately VAIO owners have Sony Certified Technicians behind them to help ensure that their PC provides them with the best possible computing experience.
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PC Diagnostic (Check-up)
Is your computer giving you a hard time? Do you think you have spyware or a virus? Bring it in and let us diagnose and explain any problems facing your VAIO PC.
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PC Tune-up
Whether your PC is running slow or misbehaving, Sony Certified Technicians will help get your VAIO PC back on track. We'll run full diagnostics, perform critical system and software updates, check for spyware and viruses and identify any problems.
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PC Diagnostic and Repair (Software)
Software not running as fast as it used to? You could be the victim of a virus, spyware, or other nefarious programs.
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PC Diagnostic and Repair (Hardware)
Something acting weird or not working at all? This service includes all of the tasks of our PC Diagnostic service plus the repair or replacement of malfunctioning hardware components.
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Memory Upgrade
Boost the speed of your VAIO PC with a memory upgrade. A Sony Certified Technician will help you select the compatible Random Access Memory (RAM) and install it for you.
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Operating System Upgrade/Downgrade
Whether you're looking to upgrade to a new Microsoft¨ Windows¨ Operating System or you want to downgrade to a previous one, a Sony Certified Technician can help make the transition easier for you.
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Data Services & Rescue
Our Sony Certified Technicians know how important your data is to your life. They have the skills, tools and techniques to help you avoid serious data loss, and they have the know-how and resources to help you recover your important files.
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Data Migration / Back-Up
Whether it's moving your photos, music, and internet files to a new VAIO PC or backing up your current computer, Backstage is here to help.
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Data Rescue
If you're having difficulty locating important files or your hard drive has failed, Backstage has Sony-approved tools to help retrieve your data.
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Getting Started | New PC OrientationPrint Details
Key Features
- In-store service
- Run Microsoft® updates
- Run VAIO updates
- Personalize desktop
Here's What We Do
Initial setup.
We'll review all included paperwork and supplied accessories inside the box. Then, we'll start-up your computer, and run through all the steps involved in getting your Windows operating system running and introduce the VAIO applications.
Microsoft updates.
Windows is often updated to enhance protection against outside threats, so we'll download any new updates to help make your computer more secure. We'll also download any updates of your Microsoft applications and show you how to do it again in the future.
Desktop personalization.
Your computer can have a look and feel to match your personality. We'll help you select a wallpaper background as well as desktop gadgets such as a clock or calendar.
Set user-access controls.
We'll set up user accounts that dictate what other users can access or do on your computer.
VAIO Utilities.
We'll set up the VAIO Update to automatically check for updates and introduce you to SmartWi®, VAIO Central and VAIO Care utilities to enhance your VAIO experience.
Service Wrap-up.
We'll review our work, answer any questions you may have, and make sure you're satisfied with our service.
Price
- $39.99
Getting Started | Software InstallationPrint Details
Sony Certified Technicians make software installation easy and trouble-free. We'll evaluate your computer to make sure it's optimized for your new software.
Key Features
- In-store service
- Verify operating system compatibility
- Software installation
Here's What We Do
Software installation.
We'll professionally install and configure new software on your desktop or laptop PC1.
Knowledge and expertise.
We'll make sure that your computer meets the software requirements and ensure your new application will install and launch without errors2.
Service Wrap-up.
We'll show you how to open your software application, answer any questions you may have about the installation, and make sure you're satisfied with our service.
Price
- Single Application: $49.99
- Application Suite: $79.99
- Software sold separately. Installation service does not include use of archive or back up copies.
- Installation service does not include training or support in use of software. Sony is not responsible for software defects.
Getting Started | Recovery Media CreationPrint Details
A Sony Certified Technician will create a restore disc(s) containing the original Microsoft® Operating System and applications required to get you back up and running fast in the event of a system failure.
Key Features
- In-store service
- Custom restore discs
- For Windows® Operating System
Here's What We Do
Restore Disc Creation.
Sony Technicians will take the necessary steps to create and burn restore discs to help restore your VAIO PC applications and Operating System in the event of a computer crash. Up to 3 discs will be supplied for necessary storage at no additional charge.
Service Wrap-up.
We'll explain how to use your restore discs, answer any questions you may have, and make sure you're totally satisfied with our service.
Price
- $39.99
Getting Started | One-on-One TrainingPrint Details
A Sony Certified Technician can teach you about the technology included with your new VAIO PC—one-on-one. It's personalized technology instruction at your own pace.
Key Features
- In-store service
- One-on-one attention
- Learn at your own pace
- Microsoft Windows orientation
Here's What We Do
Find out what you want to cover.
Come with any questions you might have about the Windows Vista® Operating System or VAIO software included with your VAIO PC1. We'll create a list of your key questions and plan the training session from there. Make sure you bring your VAIO PC.
Walk through key actions.
We will guide you through key steps and processes on your VAIO PC.
Service Wrap-up.
We'll review the topics covered, and make sure you've taken down any notes you might need.
Price
- 30 Minutes: $39.99
- 60 Minutes $69.99
- Does not include training on any 3rd party software or application.
Repair, Maintenance and Upgrades | PC Diagnostic (Check-up)Print Details
After testing all of the software and hardware on your computer, we will diagnose and explain any problems facing your VAIO PC.
Key Features
- In-store service
- Professional evaluation
- Computer hardware check
- Spyware and virus check
Here's What We Do
Professional evaluation.
We'll discuss the condition of your computer and make sure you understand our troubleshooting process.
Hardware test.
We'll run full diagnostics on the unit's hard disk drive and RAM.
Windows and disk review/update.
We'll check for known Windows® issues, and determine if there are updates for you to install that would make your computer more secure. We'll check your hard disk drive to see if it needs to be defragmented, and if you have temporary files that need to be deleted. We'll also check if there are VAIO updates for you to install.
Virus and spyware scan.
We'll check your computer with active anti-virus software to determine if any spyware or viruses are detected1.
Service wrap-up.
We'll explain our findings, answer any questions you may have, let you know if any repair or upgrade is recommended and make sure you're satisfied with our service.
Price
- In-Warranty: No Charge
- Out-of-Warranty: $99.99
- Sony does not guarantee detection of all malicious software. Service does not include removal or viruses or other malicious software.
Repair, Maintenance and Upgrades | PC Tune-upPrint Details
Key Features
- In-store service
- Evaluate performance
- Optimize settings
- Computer hardware check
- Spyware and virus check
- Improve reliability
- For Microsoft® Windows® Operating Systems
Here's What We Do
Complete diagnostic.
Our Sony Certified Technicians will complete full diagnostics on the unit's HDD and RAM, We also will perform critical firmware updates.
Remove temporary files.
Whenever you use your computer—especially when you surf the internet—you create and collect temporary files that you don't need. We'll find these files and remove them, freeing up space and resources on your computer.
Defrag hard drive.
We'll check the hard drive, too—if disorganized, fragmented files are slowing things down, we'll put them back together.
Perform security updates.
We'll check and update your operating system and VAIO utilities with the most up-to-date and secure version available. If we detect any viruses or other malicious software, we can provide a repair estimate1.
Service wrap-up.
We'll explain what we've done, answer any questions you may have, provide you with an estimated cost for any additional hardware or software repair(s) or upgrade(s) and make sure you're satisfied with our service.
Price
- $99.99
- Service does not include removal of viruses or other malicious software.
Repair, Maintenance and Upgrades | PC Diagnostic and Repair (Software Repair)Print Details
This service includes all of the tasks of our PC Diagnostic service plus, if any viruses or spyware are discovered, these malicious programs will be eradicated from your system1.
Key Features
- In-store service
- Test software programs
- Troubleshoot problems
- Update and optimize Windows®
- Restore functionality
Here's What We Do
Professional evaluation.
We'll discuss the condition and performance of your computer and make sure you understand our troubleshooting process.
Hardware test.
We'll run full diagnostics on the unit's hard disk drive and RAM.
Windows and disk review/update.
We'll check for known Windows issues, and determine if there are updates for you to install that would make your computer more secure. We'll check your hard disk drive to see if it needs to be defragmented, and if you have temporary files that need to be deleted. We'll also check if there are VAIO updates for you to install.
Virus and spyware scan.
We'll check your computer with active anti-virus software to determine if spyware or viruses are detected1.
Virus and spyware removal.
We'll carefully remove all found viruses, spyware and other malicious software from your PC.
Service wrap-up.
We'll explain our findings, answer any questions you may have, provide you with an estimated cost for any needed repair(s) or upgrade(s) and make sure you're satisfied with our service.
Price
- In-Warranty: $99.99
- Out-of-Warranty: $199.99
- Sony does not guarantee detection of all malicious software.
Repair, Maintenance and Upgrades | PC Diagnostic and Repair (Hardware Repair)Print Details
Key Features
- In-store service
- Test hardware
- Troubleshoot problems
Here's What We Do
Professional evaluation.
We'll discuss the condition and performance of your computer and make sure you understand what we're doing in order to troubleshoot.
Hardware test.
We'll run full diagnostics on the unit's hard disk drive and RAM.
Windows and disk review/update.
We'll check for known Windows® issues, and determine if there are updates for you to install that would make your computer more secure. We'll check your hard disk drive to see if it needs to be defragmented, and if you have temporary files that need to be deleted. We'll also check if there are VAIO updates for you to install.
Virus and spyware scan.
We'll check your computer with active anti-virus software to determine if spyware or viruses are detected. However, hardware repair service does not include removal of spyware, viruses or other malicious software.
Repair facilitation
Following in-store diagnostic, we will carefully pack up your unit and ship it overnight to our repair center or to the Sony authorized repair center designated by your Extended Service Plan. Sony will estimate necessary repairs based on the following rates2:
- Basic Repair - $279.99
- Major Repair of LCD or Motherboard ranges between $499.99-$699.99 depending on model.
- Accidental Damage Repair - $99.99 for labor plus parts cost. (Repair cost for Accidental Damage not covered by warranty)
For Out-of-Warranty repairs, if you accept any repair estimate, the $99.99 Diagnostic Fee will be deducted from the repair charge.
Service wrap-up.
We'll explain our findings, answer any questions you may have, provide you with an estimated cost for any needed repair(s) or upgrade(s) and make sure you're satisfied with our service.
Price
- In-Warranty: No charge.
- Out-of-Warranty: $99.99
Additional repair expenses may apply1.
- Warranty coverage for repair is subject to the terms of the applicable limited warranty or extended service plan. Not all damage may be covered during warranty period.
- Parts used for repairs may be new or reconditioned. Reconditioned parts meet the same factory specification for all new parts and are their functional equivalent.
Repair, Maintenance and Upgrades | Memory UpgradePrint Details
Increasing your PC memory can help your applications complete tasks quicker. Sony Certified Technicians will help you select compatible memory, install it, and test to confirm the installation was successful.
Key Features
- In-store service
- Installation of memory module
Here's What We Do
Professional evaluation.
We'll evaluate your computer to confirm your operating system boots up without any errors. We'll also help you select compatible memory or determine whether your pre-purchased memory is compatible with your PC1.
Memory module installation.
We'll professionally install your purchased memory module2.
Confirmation.
After we install the memory, we'll turn on your computer and thoroughly test the system to make sure the correct amount of memory is now available and that it's error free.
Service wrap-up.
We'll answer any questions you may have, and make sure you're satisfied with our service.
Price
- $39.99
- Memory sold separately. Must be in factory sealed package and approved by Sony.
- Includes installation to a single PC. If other internal cards are already installed, they may need to be removed to accommodate the upgrade.
Repair, Maintenance and Upgrades | Operating System Upgrade/DowngradePrint Details
Looking to change the operating system that came shipped with your VAIO PC? Don't worry about the hassles of installation. Let Sony's friendly, professional and certified technicians take care of everything. If your desired upgrade or downgrade has been approved by Sony for your particular model, our Sony Technicians can help.
Key Features
- In-store service
- Assistance with OS upgrade or downgrade.
Here's What We Do
Professional evaluation.
Our Technicians will perform a professional evaluation to make sure your computer is ready for the new operating system or is downgrade-eligible1. You will have the chance to go over all the important details with the Technician before any changes are made2.
Complete installation.
We'll perform all the necessary steps to upgrade or downgrade the operating system, including drivers provided by both Sony and Microsoft.
Knowledge and expertise.
We'll help you understand how to run your new operating system.
Service wrap-up.
We'll explain what we've done, answer any questions you may have, and make sure you're completely satisfied with our service.
Price
- Upgrade: $119.99
- Downgrade: $119.99
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PC must be eligible for service:
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For Upgrades: You must have a VAIO PC that is eligible for the Sony Express Upgrade or Sony Companion DVD. For select models only, the upgrade may be purchased from a designated Sony web site.
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For Downgrades: You must have a VAIO PC that is eligible for the Sony Downgrade. For select models only, the downgrade may be included with the purchase of your VAIO PC or may be purchased from the Sony Express Downgrade Website.
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- Not all hardware or software features may work after an upgrade or downgrade is performed. Compatibility updates may be available from manufacturer of software.
Data Services | Data Migration/Back-upPrint Details
A Sony Certified Technician will transfer your email, contacts, documents, music, internet favorites, photos, videos, and any other files you want off of your old PC onto your new VAIO PC—in the exact formats and folder structure1. We'll also perform a backup of your data to the storage medium, external hard drive or VAIO PC of your choice for safekeeping. The privacy of your data is assured during the transfer—all data is deleted from our hardware immediately following the transfer.
Key Features
- In-store service
- Data migration from old PC
- Data back-up to media storage device
Here's What We Do
Professional evaluation.
We'll help you determine what media to back up your data to and review with you what file folders you'd like backed-up or transferred. We'll estimate the amount of data to be backed up and advise on how long the service will take.
Transfer of data.
We'll safely and securely transfer your files to your new PC or selected storage medium2. Immediately following the service, we'll delete any files that might have been temporarily stored on a Sony external hard drive in the store.
Service wrap-up.
We'll review what files were backed up or migrated and show you how to easily access these3.
Price
- 16GB: $79.99
- 50GB: $129.99
- Up to 1TB: $159.99
- Covered Data Windows® "My Documents" Folders: My Pictures, My Music, My Video; Microsoft® Outlook® Express personal data folders: Internet Explorer Favorites, User Specified Folders. Does not include data recovery for lost, deleted or corrupt files. Does not include software applications.
- Old computer must be in working condition, have a functional USB port, utilize a Windows® XP of Windows Vista® operating system and permit a scan of the hard disk drive. Backstage technicians will require administrator access to the old and new PC's to perform the service.
- Some data may require digital rights management de-authorization and re-authorization to be usable after the transfer services are performed including digital music, video and stored on existing PC. Please contact licensor of your protected media for details.
Data Services | Data RescuePrint Details
A Sony Certified Technician will transfer your email, contacts, documents, music, internet favorites, photos, videos, and any other files you want off of your old PC onto your new VAIO PC—in the exact formats and folder structure1. We'll also perform a backup of your data to the storage medium, external hard drive or VAIO PC of your choice for safekeeping. The privacy of your data is assured during the transfer—all data is deleted from our hardware immediately following the transfer.
Here's What We Do
If you are not able to find or access your data due to the Operating System being corrupted, a Sony Technician will assess whether or not a data recovery can be attempted. We cannot guarantee that all data will be recoverable.
If possible, Sony Technicians will rescue your data using an advance recovery system. Sony Technicians will only charge you for the labor involved in a data rescue.
If the Sony Technician cannot rescue your data and/or if you can provide proof of original computer purchase within 3 months prior to hard drive failure, there will be no charge for this service.
Price includes necessary storage media (up to 5 discs) but does not include price of an external hard drive or other storage media. Data recovered may be corrupted due to software corruption or hardware failure.
Price
- Level I: $59.99
- Level II—Hard Drive Failure: $129.99