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Let me preface this response by saying I love my Sony Readers and other Sony products. Sony is a big company, and I give their design and R&D groups a lot of credit for their products. That said, their RMA departments can be quite hit or miss.
When you get substandard service from any company's customer service or RMA department, you should not let your sentimentality for that company as a whole detract you from taking the appropriate measures to remedy the situation. Why? Because when you just lie down on bad customer service, that sends a signal to the company or the third party customer service provider that they can continue providing crappy service.
Now, maybe you just got a corner case, an exception to the rule. Or possibly they were just swamped with work near the holiday season. These are valid scenarios but never valid excuses for poor service. Before it gets to the point of a small claims suit, there are other avenues you might pursue including writing a letter to the executive office. IF it comes to that point, keep in mind that small claims can be a very easy process if you have all your records and documentation on file.
Above all if you feel you are getting the run-around, you need to be proactive to resolve the situation. If not for yourself, do it for everyone else who owns a Reader. Good luck!
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