Well I was just days away (and with great antcipation) from purchasing a Pronto which I played with at a local A/V store just the weekend(it was exactly what I was looking for) ... until I read this rather long discourse on Philips service practices. Now I'm having serious second thoughts, I have two kids and a tile floor and I'd hate to lose $400 on something like this which is not a matter of "if" it gets dropped but "when". You'd think that at an absolute minimum a unit could be replaced at factory cost with the return of the broken unit. I've had two $400-range palm type computers over the last couple years and the associated manufacters had standard repair fees to replace the touchscreen which was still considerably less than the cost of a new unit. This is going to delay my decision for sure. Hmmm. Maybe somebody could come up with a padded case?