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Just a little note that I sent in my reader last week, and just got it back in a 7-day turnaround. It went out in a little box (with 2 inches of packing peanuts all the way around) and came back in a great big box (6 inches of space all around with LOTS of bubble wrap. You'd think they'd save on this free service by using smaller packaging). I expected that it might have been delayed by the holiday shipping season, but no problems there.
I ordered the UPS shipping label via website, and the support tracking site never did update with my work order number. I was going to wait for 7 days to see if there were any updates. Patience saved me a call with Sony support.
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