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I hear Sony service is not great, Luckily I have never had a need to use it with any of my 3 Sony readers.
Amazon service is excellent,but I have had to use it twice with my mother's kindle 3.Both appeared to be hardware issues and about 2 hours of phone time each before they were resolved, but they were resolved.
Overall I prefer to go with the (in my experience) no hardware issues and the more consistent user interface of Sony(my collections/books are all in alphabetical order all the time)
Then again if the kindle was all there was I would have one and be quite happy with it.
Helen
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