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Welcome to Sony Plaza.
In this video we grant you an inside view, to show how much care Sony spent on your valuable equipment.
It start here, in Service Plaza.
At the information desk, you are guided to the right service counter.
In this example a customer carries in a defective CD-player.
While giving the exact symptoms, the employee enters the information into the computer.
Now a "workorder number" is attached; this will accompany the CD-player during its stay in Sony Plaza.
At the servicecounter, a workorder is printed immediately.
The customer proofs the workorder, and signs it to approve complaint description and repair conditions.
By means of a conveyor the CD-player is transferred to the logistic department.
From here, a robot transporter transfers the CD-player to the right repair unit.
These robot transporters grant a constant flow of repairs between the logistic department and the repair units.
At the logistics department, there are carts waiting which could be picked up by the robot transporter.
The employee put the CD-player on a cart to send it with a code to the right repair unit.
The robot transport system saves a significantly amount of labour.
On the repair unit, the technician takes the CD-player to his workbench.
After reading the workorder, he start to open the set.
First the technician confirms if he also perceives the failure.
To prevent noise, this is done with a headphone.
Soon the technician notes that there is indeed a defect inside the CD-player.
Then he takes the "Service Manual" for this model.
After consulting the diagrams, he looks for the partnumber involved.
He demands the part by means of the computer at the Parts Control department, the parts warehouse.
The workbench of the technical specialist is equipped with extensive test-, check- and alignment equipment.
While the technician is waiting for the demanded part, he checks all other functions of the CD-player.
After this check he will replace the defective part.
First, he unsolders the connections at the lower side of the set, and then he removes the defective part.
The part request was already printed in the parts warehouse.
An employee picks the new part, confirms delivery and puts the part in the automatic parts distributor.
He enters the code of the requestor into the transporter, and the part is brought to the workspot automatically.
A blinking light shows that the part is on it's way.
By a ingenious exchanger system, the cart lowers at the right spot.
The technician mounts the new part and solders it in place.
The technician checks the result of his repair.
Then he reassembles the CD-player.
Additional information is added to the workorder.
Finally, the technician cleans the outside of the CD-player's cabinet.
The quality controller reads the workorder and performs a first visual check.
Then he checks if all data is filled in correctly onto the workorder.
By means of a robot cart the CD-player is returned to the logistics department.
The robot leaves the cart at the logistics department, and an employee transfers the CD-player to the packing department.
To avoid dust and scratches, the CD-player is carefuly sealed in plasic.
Now the employee attaches a location number to the CD-player, ...
... removes the workorder, ...
... and send it to the administration department.
Then he puts the CD-player on its pick-up location.
After fiatting, the administration division processes all data.
During the repair it's always possible to inform regarding the progress of the repair.
You can call our Consumer Information Center, where special trained employees can answer all your questions regarding Sony consumer equipment.
She can immediately produce the right information regarding the status of the CD-player.
The customer comes to pick up his CD-player.
The service counter employee retrieves all information from the computer.
The CD-player is brought to the servicecounter by means of a conveyor.
Then the CD-player and the printed invoice are handed over to the customer, who pays the repair cost.
We can conclude that in Sony Plaza people, robots and computers are perfectly collaboring to achieve that you could soon use your Sony equipment again.
Sony Plaza: where Service is written with a capital S.