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My only experience with Sony live-chat proved that a phone call is the better way to go -- I was involved with the Sony live-chat person for quite a lengthy time before he finally admitted that he wasn't from the Reader division and that when that division's live-chat people weren't around, his division did the chat. I was asking questions he had no answer for, which he should have told me right away. I will never use Sony's live-chat again!
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