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Old 10-13-2011, 02:32 AM   #61
vxf
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Posts: 926
Karma: 1414252
Join Date: Jun 2010
Location: Norman, OK
Device: Sony PRS 350, 900, 950; iPad3, iPad Mini; Kindle Touch, Paperwhite
Quote:
Originally Posted by CedroRosso View Post
Got a new unit from the Sony Store where I purchased mine and it seems to work find; been a few days and no more freezes. Talked to the sales rep (same one I purchased the original from) and he seemed really surprised that I had a good experience with customer service—then he said "wait, did you use live chat?" Yes, I had. Apparently live chat is the way to go, don't call them.
That reflects my experience as well. Got EXCELLENT customer service on live chat. On the phone I can't say it was terrible, but hit-or-miss, depending on the luck of the draw - some of their people are nice and useful, others totally rude, most ignorant. But on live chat they have always exceeded my expectations - replaced an out-of-warranty PRS900 because text was fading in the sun, refunded me for poorly formatted ebooks - and allowed me to keep the ebooks as well after the refund, sent me a brand new cover-with-light after the light stopped working, without ever asking for the old one back...
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