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My experience is different in that mine was defective rather than damaged. Thebattery on my PRS 650 wouldn't hold a charge as long as it did when it was new. It now is 7 months after purchase (no extended warranty) I called Sony Customer service and they offered a replacement for $30. I explained that I was reluctant to let go of my Reader right now because of a vacation planned for the end of June. She told me no problem--Sony will send you a replacement reader, it should be here in less than a week, and I am to send the old one back in the same box (postage label is included in the box.)
I realize that I may get a refurbished unit, but most of the time I consider those units tested three times (manufacturer, customer, repair shop) and is better than a new one that is tested once.
I am happy with Sony's service. I would have spent more on an extended warranty for the smae result.
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