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I just had a good experience with Sony Customer Support as well. My eBook Library suddenly stopped opening the Sony eBook Store. I called Customer Support and got somebody in El Salvador who tried to figure it out but couldn't. So he directed me to call Sony Support Level Two and gave me a case number.
I called Level Two and got some friendly and very tenacious technician who tried several things that didn't work. Eventually, I let him take control of my laptop and he worked hard to find the problem. Turned out to be the proxy setting in Internet Explorer. That did the trick. Throughout the whole time he was friendly and helpful
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