As my PRS-600 is still within the 90 days parts & labor warranty, it qualifies for the "Advanced Exchange" program where they send you a replacement (with your credit card # as security) before you send in the defective unit.
Whereas I was told I would get a "new" unit as a replacement, I had already read somewhere that it would, in fact, be a "refurbished" model. This gives me some pause. Maybe it doesn't matter. The main thing is that I should have an opportunity to compare the two units before sending one back. I confirmed this with a Sony rep at Sony's fulfillment center in Laredo on the phone. Hopefully we'll have some sun here once it arrives so I can test the new unit in a timely fashion.
My experience with Sony customer service on the phone was not too bad, although both reps I connected with spoke English as a second language, which probably contributed to the communication challenges. The fact that I know some Spanish eased the mood on the second call, which was quite pleasant under the circumstances.
The two reps seemed to be working with different information as one was unaware that there was an email address for submitting proof of purchase documentation. He initially indicated it had to be faxed, until I challenged him on it as I had already heard otherwise. And as for being told I would be sent a "new" unit--that might just mean that I wouldn't have to wait for the malfunctioning one I currently own to be repaired and sent back to me. But to me, "new" and "refurbished" are different.
There are all sorts of "worst case scenarios" my Monkey Mind can spit out over all of this. I guess I just need to focus on resolving it...one....step...
...at...a....time.
