Sony Confidentiality

[aafuss]

Something to think about if you request something Sony in this forum:
Sony takes security extremely seriously. Information you have available to you as an Authorized servicer
of Sony grants you certain secure information. This information comes to you in many forms:
Service Bulletins, Sony Technical flashes, Training manuals, Service Manuals, Schematics,newsletter, Sony contact information
sheets and discussions with Sony personnel – just to name a few.

Here are a few rules to live by:
• Ensure that all service documentation – to include service bulletins – are kept extremely
confidential. Never tell a customer: “Yes, Sony has a Service Bulletin on that!”
• Do not post or reply information on Sony to any web page, Blog or bulletin board.
• Technicians in customer homes speaking to Tech Support should NEVER put the customer on
phone with the tech rep unless the tech rep requests the customer.
• Never give out any contact phone numbers to customers. This includes Tech Support, Account
Managers, Tech Reps, and Warranty. There is only one number that a customer should ever
800-282-2848 (or, 800-222-SONY).
• Never tell a customer: Yea, I see this failure all of the time.
• Keep all contract, warranty payment and Service policy in confidence.
Remember, you are acting as an agent of Sony and you are viewed by the customer as a
representative.

Anything you say to the customer is viewed as coming directly from Sony. “Guard
words!”

The information you are supplied by Sony is strictly Privileged and Confidential.