Sorry to hear that the customer service rep was of little help. I was advised that a US Mail letter would be the best option. The address to send a letter (for Sony US products) = Sony Corporation of America, 550 Madison Avenue, New York, NY 10022.
I think it's all very straightforward, right? Sony should release a firmware update that allows these vids to play. Especially since they are embedded within the player and that this is a relatively new product.
Perhaps if we make enough noise between us...good things will happen.