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I have sent in quite a few support requests mainly to address pricing or feature requests/fixes within the connect store. I have never had them respond in the promised one business day but I have always gotten a human reply.
Most of the times that I have contacted them they have said things like "the publisher sets the price" or that they don't consider the bug that I reported a bug. The funny thing about this is that each time I have got one of these replies they have fixed the "bug" or adjusted the price within a 48 hour period. Because of this I am very verbose about what I expect to have done and don't worry too much about their reply as they have always been good about fixing it.
In a couple of instances they have asked me to call them and they have been very helpful.
With all of the above being said I think that Sony is listening but I do agree that they could improve their service and be better about taking ownership of issues and following up when they fix things quickly.
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