I have been a long time Sony pc loyal customer. I will never buy a Sony vao again!!! the computer is fine. the customer service is HORRIBLE!!! After five years my operating system was corrupted. I had to order a recovery disk from them. First blunder is I was charged $23.00 for fed-ex overnight delivery as per my request. when my cd did not arrive the next day, I called them and was told that they are updating their systems and do NOT OFFER OVERNIGHT DELIVERY. What?? why was I then charged for overnight delivery???? I have had customer service reps put me on hold and simply dont come back to the phone. Sometimes i spend close to two hours on hold and being bounced around. I was told my refund request for the overcharge on shipping was being forwarded to the "next level of customer service" on 10/04/2010 as of this writing, 10/20/ 2010 i am still waiting for my refund! Because of our poor economy that overcharge of $23, 00.00 was part of my food money for the week. When i complained to them they simply sir you to death and do nothing. i asked them where they are located and I wanted names. they tell me they are located in the phillipines. this is crazy. NOBODY CARES about customer satisfaction. My refund should have been expedited because of THEIR ERROR IN CHARGING ME FOR A SERVICE THEY DID NOt OFFER. Here is the sony parts and service number where my nightmare took place: 1800 488 7669. I woman who calls herself "john" originally took my order. A woman who calls herself "pat" told me to hold on and never came back to the phone to help me. A woman named "MYRA" in the next level of support at extension #5717 (she claims) is the one who sirs me to death with no results of my refund.my e-mail address is [email protected] If SONY dares contact me to get the order number to verify everything I have written here. I WILL NEVER BUY A SONY VAO AGAIN!!!