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My one and only experience with Sony support, when my PRS-600 developed a screen fault, was not a pleasant one at all. I sent it to them, they examined it and said there was no fault, and wanted to charge me £40 (about $70) to return it to me. When I said that I'd see them in hell first, they finally (after about a month) repented and sent it back to me, still with the fault. I had to send it again, this time accompanied by photographs clearly demonstrating what the fault was, before they exchanged it. All in all, I was without the device for about 3 months.
Sony could learn an awful lot from Amazon in terms of customer service.
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