Sony has assigned managers to coordinate customer support operation in markets around the world where its products are sold and has established a network of service bases with the aim of enhancing the quality of its services on a global level, through which it provides services tailored to the needs of local customers. For example, in April 2008 we established Sony Customer Services Inc. in Japan to integrate all customer services, ranging from inquiries about purchases and how to use products to repairs and maintenance.
 Given the rapidly expanding functionality of digital consumer electronic products, both their operation and their uses individually and with other products have become increasingly complex. Through this new organization, Sony offers timely and high-quality customer service and is enhancing its ability to respond to customer inquiries and requests.

 To ensure its ability to provide high-level services worldwide, Sony conducts extensive, global training programs for all Sony employees who serve customers, as well as the staff of partner companies. This ensures that service staff have the skills and expertise necessary to respond to any and all customer's requests for support. In Asia (including Japan), we hold contests for employees handling telephone inquiries, serving at repair counters, and involved in conducting repair services at customer's house. These contests, which serve to test the technical and customer responsiveness capabilities of customer service employees, are raising awareness of the importance of improving customer satisfaction.

 Sony established its first Customer Information Center in 1963 in Japan to respond to customer inquiries. This service is now available worldwide. The Customer Information Centers provide prompt responses to customer needs every day of the year. The centers of Sony Customer Service (Japan) Inc. and Sony Corporation of Hong Kong Ltd. have obtained COPC-2000^*1 certification, an international standard for call centers. Having obtained such accreditation from international organizations for our customer-centered approach, Sony will seek to raise our standards by attaining this level of customer service in every country.

Number of Inquiries Received from Customers (Fiscal 2008) (Thousands) Region Number of inquiries received (telephone, e-mail, letter) Japan 3,842 North America 4,388 Europe 2,269 East Asia*2 4,108 Pan-Asia*3 1,683 Latin America 1,306

*2 Coverage area: Mainland China, Hong Kong, Taiwan and South Korea
*3 Coverage area: Southeast Asia, Middle East, Africa and Oceania

 Sony also uses the Internet to communicate with customers. In addition to enhancing the content of our websites, which include product-related news and frequently asked questions (FAQ) sections, the websites offer downloads of manuals and provide prompt information about products and services, including support services. For example, in Japan Sony provides services designed to give first-time personal computer users greater confidence: Operators are able to guide personal computer users while remotely monitoring their screens via the Internet with the users' permission.. Users may also reserve a time when operators will call back and give guidance over the telephone.
 Sony uses customer feedback in enhancing its Internet-based customer services. One recent example is the addition to the Sony website of pages that offer easy-to-understand guides on how to use and set up Sony Blu-ray Disc recorders and how to connect camcorders to other devices including a Blu-ray Disc recorder, as suggested by customers.

 Currently, there are more than 6,200 Sony service locations worldwide, including Sony service stations and those of authorized repair agents. To ensure prompt responses to customer needs, Sony strives to improve its repair and service operations by carefully benchmarking against other leading companies. Sony is shortening distribution and repair times and reviewing repair fees in regions around the world with the goal of enhancing overall customer satisfaction. around the world.

Sony Service Locations (Fiscal Year 2008) Regions Service Network (Number of Service Locations) Japan 677 North America 1,701 Europe 1,400 East Asia*4 369 Pan-Asia*5 1,325 Latin America 730

*4 Coverage area: Mainland China, Hong Kong, Taiwan and South Korea
*5 Coverage area: Southeast Asia, Middle East, Africa and Oceania