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I just bought the second volume of Proust's In Search of Lost Time, which is broken.
First I tried the chat line. The made me jump through a lot of hoops to prove my PRS-900 was authorized and then gave me an email address to try.
The email rep answered a completely different complaint. When I restated my complaint he gave me the phone number for specific Reader support.
The rep on the phone knew exactly what I was complaining about, admitted that the file was corrupt and that Sony was trying to resolve the issue with the publisher with no estimated completion date, and gave me a coupon worth the price of the book I paid for to make up for my trouble.
The chat and email lines seem to be Sony generalists. Stick with the phone support for the Reader: (877) 263-2863.
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