Support

VAIO® PC Accidental Support (ADP)

1 VAIO PC Accidental Support (hereinafter referred to as the Service)

1.1 The scope of the target products is as follows.

1.1.1 Our personal computer and its accessories

1.2 The following items are not included in the scope of the target products.

1.2.1 Batteries (including built-in batteries) and LCD screens that can no longer be used due to wear and tear

1.2.2 Products other than those described in the preceding paragraph

1.2.3 Data & Software

1.2.4 Refer to Section 3 of this document for the full list of reasons not covered under Accidental Support Service.

2 Contents of the Service and Applicable Conditions

2.1 You will be eligible for the Service only if it is due to one of the following reasons.

2.1.1 In the event that the target product fails during the period of the Service

2.1.2 Accidents caused by natural disasters (means accidents such as breakage accidents, water leakage accidents, fire accidents (it is necessary to submit a disaster certificate issued by the fire department), lightning accidents, flood accidents, or accidents other than breakdowns). However, accidents caused by earthquakes and volcanic eruptions are excluded.

2.1.3 Accidents caused by negligence (hardware failures and damage caused by accidental accidents such as drops or liquid spills.

2.2 The cost of pick-up and repair (repair technical fee, replacement parts fee, and transportation fee at the time of pick-up and delivery) in the preceding paragraph will be carried out without charging the customer.

2.3 If it is determined that repair is not possible due to the condition of the target product and the circumstances of the Company, we may provide a replacement machine with the same functions as the target product selected by the Company instead of free repair. If the customer does not wish to exchange the product with a replacement machine, the product will be returned as is.

2.4 For replacement machine process. Vaio or it’s appointed authorized service provider is not responsible for any data loss or related data recovery cost whereby liability lies with customer.

2.5 In the event of a failure of the Covered Product, the manufacturer's warranty shall take precedence in the case of repairs to which both the warranty stipulated in the free repair policy (hereinafter referred to as the "Manufacturer's Warranty") and the Service can be applied.

2.6 In the event that the target product used by the customer fails, the Company will provide the Service for the purpose of repairing and maintaining its function and performance. We do not guarantee that it will be in a state that meets the customer's purpose of use or special requests regarding functions and performance.

2.7  For LCD Screen Cracked or System board which falls within the conditions set out in this Section 2, the customer is eligible for 1 free replacement policy per year during ADP coverage period.

3 Not covered by the Service

In the event of any of the following reasons, the Service will not be covered and the customer will be responsible for the costs incurred due to repairs, etc.

3.1 Failure or damage due to natural wear and tear, abrasion, deterioration due to aging, deterioration, decay, rust, peeling, discoloration, etc. of the target product

3.2 Cosmetic scratches, stains, or defects that cannot be reproduced in appearance that do not affect the function of use

3.3 When these events occur as pixel chips on the LCD screen, pixels are always on, or changes over time due to use

3.4 Failure or damage caused by intentional or improper use and handling by the customer or a third party

3.5 Replacement of consumables (batteries, built-in battery packs, etc.)

3.6 Failure or damage caused by data, programs or software downloaded via the communication environment (e.g., Internet)

3.7 Failure or damage caused by or in combination with hardware and software purchased or installed other than the Covered Product

3.8 Failure or damage caused by modification or modification of the target product

3.9 Failure or failure caused by a computer virus

3.10 In the case of pick-up repair according to our manufacturer's warranty

3.11 In the event that a repair application is made by someone other than the Company or the Company's designated contractor

3.12 Damage caused by theft, loss, misplacement, fraud, embezzlement, etc.

3.13 Damage caused by the exercise of public authority by the state or a public entity, such as seizure, requisition, confiscation, destruction, etc.

3.14 Damage caused by war, use of force by foreign countries, riots, terrorism, or other similar incidents

3.15 Accidental or characteristic damage caused by radioactive, explosive, or other hazardous substances of nuclear fuel materials or materials contaminated by them

3.16 Malfunction or damage that occurs outside of Singapore

3.17 Failure or damage caused by a substitute machine provided as a substitute for free repair in the Service

4 Precautions when using the Service

4.1 Please note that parts repaired by the Service and Eligible Products that have been replaced with replacement machines cannot be returned to the customer.

4.2 The provision of substitute products or rental machines during the period of free repair of the Covered Product is not included in the Service, and we will not provide these products to you.

(Dated 11Nov2025 version 2.0)