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The problem sounds like it may be that the well-intentioned but naive sales assistant you returned it to failed to realize that someone in Sony's service department was going to need to see your proof of purchase. Since it was missing, I think I can understand Sony simply returning it, as awful as the result may be for you.
I don't know what you should do, Patricia, but if it was me I would worry that if I sent it directly to Sony, it might now be too late to get the repairs done for free for some unknown reason. And I would be letting Waterstone "off the hook" after they promised it would be done and for free. I would return it to Waterstone (looking specifically for Chris and his manager) and let them know how irritated I was and force them to take copies of all the available documentation (including anything referencing the return of the unserviced device) and ask them to be prompt about the repairs this time. Either that or I would bury it in the back yard and go find a doughnut.
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