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I called Sony support a few weeks ago. The total time of the call was 5 minutes including hold-time, and they resolved the issue. I was pleasantly surprised how smooth it was. I've only used email support one time, but they did respond that day with the answer.
Sony's readers are pretty stable compared to other companies. As others have noted, their firmware upgrades are usually to fix major bugs. Very seldom to they do updates to add features especially if it is an older model.
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