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All I can say is that I have bought 8 Sony ereaders over the years for myself and as gifts and never needed to exchange or return one. I think the purchases are something like 1 @ Borders, 2 @ Target, 1 @ Wal-Mart, 2 @ Sony online, 1 @ Sony store in my mall, and 1 @ Best Buy. I have seen others post recently that they were able to exchange and return their readers through the Sony help desk with no problems.
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