Hi conroy,
Sorry to hear your experience. Unfortunately, we do not have access to their system. We suggest contacting them again later.
For further assistance regarding your concern, please contact the Sony offices/Sony representative offices nearest to your place of residence in Asia Pacific region http://www.sony-asia.com/countryselector.html?hpid=countryselector:AsiaPacific. Due to proximity, they are in a better position to respond to your questions or concerns.
Regards,
Vincent
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