My only customer support experience with Sony involved a walkman MP3 player (ATRAC actually to be exact). I treated my Walkman pretty badly all of its life and it lasted quite a while but it eventually died (the controls all failed pretty hard) so I rang up Sony and they agreed to send me a new one. Now they didn't have any of my model left (the bean) so they sent me a brand new version as well.
When I got it back it had new (and uncomfortable) headphones, I rang back up and asked if my old headphones were possibly still hanging around (I sent them in as well, don't know why), the guy said he would have a look and about a week later I received a package with 3 sets of headphones (which was just as well because the set I got back with my MP3 player died about 5 minutes beforehand).
So yeah, for me Sony customer support in the sole time I have used it has been exceptional, helpful and given me service above what they needed to. They could easily have claimed that they didn't need to replace my Walkman because it had so clearly been treated badly and they had no reason at all to send me the headphones.
