Toll-free · Press 5, then 0, then 0 · For priority service, press 1. To switch to SMS, press 2. To continue with the phone call, press 3.
How do I get through the phone menu to a real live person?
GetHuman researchers routinely call this Sony phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Press 4
Here is how our research team describes the way the Sony phone system greets you: For priority service, press 1. To switch to SMS, press 2. To continue with the phone call, press 3.
Below are some clips we've found from Sony's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Thank you for calling Sony. I am Sony's support virtual assistant.
Can I help you today?"
Excerpt from a call with Sony
Wednesday, January 10, 2024 7:10 PM
They may ask your reason for calling (instead of a menu)
"Thank you for calling Sony. I am Sony's support virtual assistant.
How can I help you today?"
Excerpt from a call with Sony
Tuesday, April 2, 2024 2:44 PM
They may ask you to say or enter information
"I will connect you to an agent for further help. If you already have a case with us, please share the case number now or say I don't have a case."
Excerpt from a call with Sony
Sunday, January 7, 2024 9:13 PM
What are the hours and when should I call?
Sony operates the call center for this 866-909-7669 phone number 24 hours, 7 days.The short answer is that you should call on a Friday.This observation and the following section are based on analysis of a sample set of 1,166 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Sony phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Sony staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Sony is Sunday.The most busy day to call is Monday, which averages 68% more phone calls by comparison.Again, this is based on a sample of 1,166 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Quietest
Mon
Busiest
Tue
Wed
Thu
Fri
Sat
The shortest wait on hold
We measured the shortest hold times to be on Friday.The longest wait in the queue on average occurs on Sunday, which is 770% longer than the minimum.As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.
Sun
Longest
Mon
Tue
Wed
Thu
Fri
Shortest
Sat
The best time to call
In summation, the best day to call Sony is Friday.It isn't the least busy day, but the fact that hold times are shortest combined with it being on the busy side tells us that Sony staffs up on Friday to handle the higher call volume, and that makes it the best time to call.
Why call this Sony number?
Below is a sample of recent calls to Sony, and their purpose. Are any of these similar to the reason you are trying to call?
TV reset request: "Reset my TV."
- From a call lasting 2m 22s , Apr 17, 2024 10:53 PM
PlayStation 5 repair: "PlayStation five repair."
- From a call lasting 2m 17s , Apr 16, 2024 9:59 PM
Audio issues: "I can't even hear."
- From a call lasting 20s , Apr 16, 2024 7:10 PM
Seeking account assistance: "Please help me, Chris. Please help me."
- From a call lasting 3m 54s , Apr 13, 2024 6:44 PM
Agent verification: "I'm confirming my identity with the agent representative."
- From a call lasting 4m 42s , Apr 10, 2024 8:56 PM
Login issue: "I can't log in."
- From a call lasting 45s , Apr 10, 2024 2:31 PM
Account security issue: "Someone stole my PS5 account."
- From a call lasting 41s , Apr 6, 2024 2:45 PM
Install PlayStation account: "I need help setting up my PlayStation account."
- From a call lasting 16m 9s , Apr 5, 2024 8:42 PM
Account security issue: "Someone stole my old account on my PS5 and I'm trying to get it back."
- From a call lasting 4m 24s , Apr 5, 2024 8:37 PM
Pairing Sony device: "I need to pair it, but I can't get it to work. It's a Sony."
- From a call lasting 13m 1s , Apr 4, 2024 4:45 PM
Calling Sony was a very easy experience, which was surprising since I assumed that it was going to be a long wait. Sony makes dozens of products, so it only seemed reasonable to think that it would take me a while to get to sales support. I also didn’t really know what I needed, so I thought that might make it a bit more complicated. I thought I might still have a warranty on my television, but I wasn’t sure if it was through Sony or Best Buy (where I bought it). I really ultimately needed to talk to someone about the fuzzy screen issues I was having to see what I needed to do next.
Of course, there are a dozen reasons why people might call Sony, starting with technical support issues. Sony makes so many different electronic items that it is not out of this realm to think that most phone calls are technical issues. After all, mine was as well, but getting through to the virtual assistant and a customer service representative wasn’t that bad despite this fact. There was a tiny bit of misdirection, but in the end, it only took me a minute and a half to get to a hold line and then another five minutes to get to a person. That is really not bad for a technical support question because I have certainly been on wait for much longer.
When I first called, I was greeted by the Sony support virtual assistant, who promptly asked me why I was calling. I said, “Talk about a warranty,” but it didn’t work. The assistant replied, "Sorry, I didn’t get that. You may ask me about things like the remote doesn’t work.” I tried to say, “I need help with my warranty again,” but the system already seemed to be moving forward, which worked just fine with me. The next thing it said was, “I will connect you to an agent; if you already have a case, please say your case number now. Or say, I don’t have a case.”
It then asked me for my last name and first name and then created a case number complete with a case number that it texted me. I had to wait in the hold line after this for an hour and then talked to someone who had to transfer me once but helped me get the answers that I needed.
Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.
More Ways to Contact Sony Customer Service
There are of course other ways to contact Sony customer service besides the phone. Below we list the best ones, by medium.
Use the link to connect with customer service through Twitter
Sony, like many companies, provides customer service on the X platform (formerly Twitter). While it rarely entails live dialogue with a customer service rep, this channel can yield rapid response times and can be a useful option if you have an X/Twitter account.
As a last, sometimes only, resort- Sony customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is Sony's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Sony agent. This phone number is Sony's best phone number because 43,722 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 866-909-7669 include Password Reset, Device Support, Banned Account, Technical Support, Warranty Claim/Repairs and other customer service issues. The Sony call center that you call into has employees from India, Philippines and is open 24 hours, 7 days according to customers. In total, Sony has 2 phone numbers. It's not always clear what is the best way to talk to Sony representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for Sony. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Sony. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.
