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"The moral here, is don't ever bother to argue with Sony tech support / customer service as they are powerless. Go directly to sales & raise hell with those guys."
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Yes. Even if the customer is not actually within their rights, sales/PR will often give in to them if they make enough noise, just to get rid of them/avoid unreasonable bad press.
Was it really worth all those hours for you, insisting that the company roll over and refund you for a smashed screen? More power to you, I guess.