[AndiR]

I purchased a book that had surprise, surprise, poor graphics in them.

Within 24 hours the complaint was dealt with..

"Hello, Thank you for contacting Sony Connect!
We have checked the book 'Getting things done' by David Allen and found that the graphics was not displaying properly. We would like to inform you that we have adjusted $ 12.00 to your account, and we will update you when the book will be corrected.
If the information I have provided does not completely answer your question, please update this incident so I may be of further assistance to you.

Sincerely,
XXXXXX
Customer Support Representative
Sony Connect
http://www.connect.com"

So shame the graphics were not good in the first place but quick, speedy decisive action by the guys at Connect

AndiR