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My experience with Sony is that the people on the telephone will promise anything to make you happy, even with what they are promising are against company policy.
My first PRS-600 had an issue. After some suppor timte, they decided it needed to be replaced. But I was about to leave on an international trip, so I asked to have the replacement shipped overnight, Sat delivery. I offered to pay the extra. I was promised that it would happen. So when it did not show up, I called, and was told, it got shipped too late for Sat delivery, so would be delivered on Monday, which was too late. So they promised to ship one to my hotel.
After about 10 international calls, I finally got to talk to the PRS product manager for Sony USA, and found out that Sony does NOT ship Sat delivery, no matter what. They they could not ship me one to my hotel as it would run into customs issues. And that overall I was screwed and too bad that the phone people promised things they could not deliver.
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