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Their product quality is generally good.
There customer support is poor. I've had a few issues over the years (mainly due to poor software compromising their quality hardware), and I have never been dealt with competently.
The latest issue is their instance that I need to take my three week old PRS-350 back to the shop because the stylus is broken (it's a long way and not convenient), or send it back. It's just lack of common sense really.
BTW the Stylus on these things is really flimsy and you can't seem to buy spares anywhere which is annoying as nothing else fits in the recess in the case.
I generally don't buy much from Sony any more and this is really the only reason. Their not the only one's with issues but I generally go along with the mantra that things go wrong and stuff will break but if you get it sorted out smoothly then everything is fine. Sony have always made it hard. I've had to return a TV to the shop and demand a different brand before now.
It's a pity. I really love the PRS-350, but I feel really let down by the forthcoming hassle to get a stylus replaced.
Look on the bright side. I had CoolerReader. I had to get it replaced as their tech support wouldn't even reply!! It's been 6months now. I hear they've gone bust recently. Hardly surprising.
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