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I had problems with two books purchased on SONY's store.
The first one was a collection of Shakespeare's works which was supposedly annotated - but it had no notes.
The second was a collection of ALL Sherlock Holmes stories which was missing half of the works - well, the print edition was two volumes and the digital book, despite promising ALL the works, was only the first of two printed volumes.
In both cases, I called SONY's store, I got credit exceeding the price paid (in both cases, the price was less than $5 dollars and - according to what I was told - $5 was the least they could credit, so in both cases I got more) AND I got to keep the books.
Quality problems are real, but, despite SONY's reputation for crappy CS, I got always good results with the Reader division - not just books, also with hardware support.
A far cry from another SONY brand, Playstation. Now, THAT is crappy CS.
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