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Amazon's customer service is great for any problems with your kindle & for returning e-books if for example you download one by accident. I have done that a few times on my kindle K3 & Kindle touch (never have done it on my Sony or Nook though).
I never had trouble with Sony customer service & they readily took my defective T1 back when I had problems with it in October.
I will say their support service is not as knowledgeable as the people here at mobile reads.
Once again as the others say, it is all in what you want in a reader. I like the book store & ease of shopping through Amazon. I do not like the Sony bookstore but love the dictionaries, wiki & google search on my T1. I like the tap touch screen on the Kindle Touch, but like that the T1 also has buttons if I should need them (the Nook does too but the turn buttons are stiff)
The thumbnail covers for books are nice on the T1, but I like that I can hide my books in the collections on the kindle.
The list goes on. You wont really know what you will like till you try one for a few days. But I bet you will pretty much like whatever you choose.
Oh & good idea to find out what format your friends e-books are in. Though calibre is your friend for switching formats from what I understand. Since I have both types of readers, I don't bother switching.
as for reading experience, they are all nice. Even the Nook is a nice basic reader. I have not tried the Kobo so I can't say anytime about it.
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