To the OP's issue, on the other hand, I can see a very plausible possibility of a customer service agent trying to write an email as professionally as possible getting sidetracked from clarity.

Sony's position may have been that they wanted to let you know that they were doing what they could by sending the suggestion to the higher-ups, but for now the only thing to do would be to hope for an instance where you could enjoy the product fully (such as changing to meet requirements).

Personally, I don't think even if it were the case that customer service could have been met fully.

No matter how large a company gets, if there is ever an issue that requires the customer to compromise somehow in a way that is different than was implied at the beginning of their business relationship, then it is an inexcusable issue and the provider should do everything possible to make the guest as comfortable, informed, and satisfied as possible.

Beyond that, complaints and suggestions about the current product should be handled with utmost care and everything possible done to ensure that the customer happily stays a customer.

In Japan, there is a saying that translates into English as "the customer is god". While the religious implications may not translate, I do agree with such a phrase in that the customer should be revered very highly.

The US used to have a similar phrase, "The customer is king." Many places used to do whatever was needed to make a customer happy. An unhappy customer would be bad for business. Not only would he not return but he would tell up to ten other people about his experience (if I remember the numbers correctly).

Nowadays, no one seems to care about customer service. Many times I'll go somewhere (especially here in Hawaii) and the staff will make it seem like they're doing you a service by helping you. They seem to forget that you're paying their salaries.

Regardless, since my initial post I've decided that I won't knowingly buy a Sony product again. I may continue to buy some things that are affiliated with Sony (PS2 games, movies, and iTunes songs) but I don't buy anything that has the Sony name on it, such as consumer electronics and CDs. Especially when Sony continues to show its contempt for customers (the CD rootkit fiasco, the PS3 issues, Blue-Ray DRM, etc.)