Originally Posted by CedroRosso
Got a new unit from the Sony Store where I purchased mine and it seems to work find; been a few days and no more freezes. Talked to the sales rep (same one I purchased the original from) and he seemed really surprised that I had a good experience with customer service—then he said "wait, did you use live chat?" Yes, I had. Apparently live chat is the way to go, don't call them.
That reflects my experience as well. Got EXCELLENT customer service on live chat. On the phone I can't say it was terrible, but hit-or-miss, depending on the luck of the draw - some of their people are nice and useful, others totally rude, most ignorant. But on live chat they have always exceeded my expectations - replaced an out-of-warranty PRS900 because text was fading in the sun, refunded me for poorly formatted ebooks - and allowed me to keep the ebooks as well after the refund, sent me a brand new cover-with-light after the light stopped working, without ever asking for the old one back...