1. We received a Keurig as a Christmas gift 2 years ago. About 4 months into using it, it started acting up and wouldn't draw water all the time. Sometimes it would work, sometimes it wouldn't. I contacted them through email asking for recommendations and the first email back from them was an order notification that a brand new one was on its way and I didn't even have to send the old one back. That is customer service.
2. I purchased an APC UPS three years ago this month. Last week I suffered a power outage during a snow storm and when I brought everything back online, my UPS kept shutting off and the battery wouldn't charge and the device wasn't even recognizing that a battery was installed. I sent an email to APC and after a few emails of troubleshooting, they sent me a replacement battery, free of charge. That is customer service.
Out of these three companies, guess which two have earned a customer for a long time and a customer that will recommend their products to everyone they know (spoiler: the answer is Keurig and APC). Even my Xbox which has died multiple times on me has been fixed by Microsoft for free, everytime.
Sony, since I am willing to bet that your quality will continue to suck, why don't you make products that at least let the end users put in new batteries?
