That’s a good point. One person’s experience doesn’t mean the entire support center is great. So let me clarify: I’ve had many experiences with Sony tech support, and they’ve all been awful. They’ve refused to give me a refund, they’ve been almost unbelievably ill-informed and unhelpful, and they’ve flatly refused to answer any of my questions about any software that wasn’t theirs (like Adobe Digital Editions, which used to integral to the Sony Reader’s use of library books–is it still? I don’t know, they won’t answer my questions).

I’ve only had one interaction with Astak tech support, but the support agent was friendly, helpful, and honest when she didn’t know something.

You’re right that one link doesn’t prove that Astak is great in and of itself (and thanks for linking to counterexamples), but I’m still sure that Astak’s support is better than Sony’s, not because Astak is necessarily great, but because Sony is so so bad.

Thanks for dropping by and commenting,
Nico

You should have linked to this one too :
http://www.mobileread.com/forums/showthread.php?t=56552

A new Pocket Pro bricked after less than a week of use, support emails unanswered, the owner have to yell and yell on the Mobileread forums to finally get some attention from Astak and a RMA number.

For the moment it is also advised to stick to the black and white Pocket Pro. All the other colors have finish issue with the paint coming off after a few days of use.
http://www.mobileread.com/forums/showthread.php?t=56841