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I just saw this thread and thought I would put my 2 cents in. I have had to deal with Sony several times recently, I am having two PRS-500s upgraded, and I have to say, I have been totally pleased, with one exception (and I think this is funny). the one exception was with Bernice (think is't the same one mentioned by the original poster? She was very rude, and not helpful at all. So I called the next day and got Ericka, who was amazing, she really went above and beyond to help me. Also, The second unit I sent in was being delayed because a part was on backorder, so Sony offered me a refurbished 600 as a replacement, at no cost to me. How cool is that, they replaced a 500 with a 600, and as far as it being refurbished, it is in perfect condition and works like a charm!! I'm thrilled! I don't think that there is any customer service department that is perfect, but overall Sony does pretty well.
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