I sent in my kids psp for a screen repair, sony sent me back a refurb psp with a broken hinge on the game door. I called and they sent me another box. I sent the psp in the package they gave me and never heard back. When I called in they said they never received the package and directed me to UPS. UPS pointed me back to sony saying they have no record of the package and since Sony issued the label they must initiate a request through UPS. After several calls back and forth with the ignorant reps at Sony, they initiated a request with me via conference call. UPS has no record of the package and stated the label sent to me could have been a different tracking# by mistake. The also noted that the label sony states should have been on there showed the ship to address of my home instead of Sony's repair place. (Already a red flag somethings not right.) Well, they (Sony) stated they would open an investifgation and get back, they never did. I called them back after 2 weeks and told my case was closed because this was a UPS issue and they had nothing to do. They were very rude, no sympathy nothing. When I asked for a manager, they would put me to the guy next to them that sounded like a 14 year old boy through puberty. I asked for another manager and was given another rude person with no customer service experience. I could not even have a professional conversation. I was hung up on twice by the same person, ARTURO and held on hold for over 2 hours on one day, no one cared when I mentioned this. There service was very bad. Even though I feel they let me done and they should own up to this issue, I would have taken an option of purchasing another unit or refurbished unit at a discounted price. They would not give me any options. I am stuck with no PSP, a $300 bill on my credit card when purchasing the unit in Nov 08 for the bundle and insurance, and a $100 for the screen repair. The totally suck!!! beware. I have spent thousands of doallrs on Sony and they have let me down big.