I just though i'd sure my experiences regarding customer service from a few major DVDR brands.
About 2 weeks ago, I sent Sony Canada, via regular mail, a single poorly bonded SONYD11 (with air bubbles at the hub), following the instructions provided on the packaging.
Today, I recieved an email from a "Senior Marketing Coordinator" of Sony Canada. He apologized for the defective media, and asked me to send the remaining 24 discs from the 25-pk it came from.
Unfortunately, I only have 10 discs left. The rest were either thrown in the garbage, given away to friends, etc. I replied to his email asking if it would adequate if I send the remaining 10 discs in order to get a 25-pk as replacement, and to my HUGE surprise, he replied that "to send you a 25-pk DVD+R spindle, yes, we need a whole thing back."
This REALLY caught me off guard because he was very courteous, and even stated that he realizes that shipping a 25-pk would probably cost more than the spindle itself. I really can't believe how stingy Sony is. Anyway, he is now sended me a single disc to replace the defective one I sent him.
I'd like to contrast this with the service i've recieved from Maxell Canada. About 2 months ago, I sent Maxell a defective 8X DVD-R (similar problem) and 2 weeks later I found an overnighted FedEx package on my doorstep. Inside it was a 100-pk!
Now that is customer service!
I'd also like to note I haven't heard back from Fujifilm Canada regarding a defective RICOHJPNR01 disc I sent them 2 months ago... but i'll give them the benefit of the doubt as there's always a change it could have got lost in the mail, etc.
I really don't see a reason to pay the typical Sony premium for service like this.
There was a time when Sony was known for their excellent products and excellent service.