Ordered a pair of headphones from Sony online. They came defective, which happens.
The return process was grueling. Besides being on hold for over an hour the first time, the rep didn't even do what he was supposed to do. Had to go into the Sony Store in NYC, to actually make the return. They didn't know what they were doing either.
Another hour. Called on the phone again, seems to be under control now, but won't know for at least another 10 days once they get around to getting my credit card.
Why this was so difficult of a process. Because their customer service reps are robots who are trained to not think at all.