I agree with JSWolf and others. Sony's tech support is lackluster and they no doubt have quotas to meet. So they probably automatically reject certain types of repairs in hopes that the customer will let them get away with it and just buy a new model. Whenever you have problems at any tech support or repair center immediately bump it up to the next level and request a manager. If they see you are willing to spend the time to ride their case until you get satisfaction, they might agree to do the repair. If not, you gave it your best try.

BTW, which Sony reader do you own?