I purchased a SONY camcorder about a year ago and the software (PMB) disc was damaged in transit. I contacted SONY to get a new disc and they led me (appartently from Bangladore) to an onsite download. After about an hour of dickering over the phone this was not successful. SONY eventually told me to send in the damaged disc. and they would replace it. Almost 2 months later I got the damaged disc back saying they couldn't replace it. Why they couldn't remains a mystery. I now have an $800 SONY camcorder I can't use and SONY could apparently care less.