I have both. I prefer my Sony 350 to my Kindle3. But I'll make a suggestion. Order the kindle & try it for a couple of weeks. Read you pdfs on it & then make a decision from there. The only way you'll know is to try each one.
I don't read pdfs so I really can't help you there. From what I understand none do a great job with pdfs but Sony is a little better from what I read.
I much prefer the touch screen & touch keyboard. But equally as many people prefer buttons for turning pages & keying. It really is what you prefer. You can get used to any type of reader though.
I had the Kindle first & then bought the Sony. I really am not fond of the keyboard & page turns on the Kindle. But the screen is good (same one on the Sony) & being able to order from amazon with the Kindle is nice. And then of course there is that price difference.
As for customer service? So far I've not had to deal with either, so once again I can't help you there.
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