I hope Sony dies as well because the way they be charging prices is absurd. I once had my account hacked and they couldn't get my $300+ I've spent on digital content.
While I agree with your overall point (that Sony's customer support in this case is terrible), I feel it also illustrates the biggest flaw in SAAS gaming and the inability to back up game installers (á la GOG) if one wishes to: that if someone else dictates your access to games you supposedly own, then you don't actually own it. Access = ownership.