The best way to get in contact with Sony's customer support service is not through the forums but rather by e-mail or by phone. Head to their contact page so you'll be able to do this to see if someone on the other side can find a way to help service your needs with whatever is causing the problem.
Support forums exist for answers that can help people from PlayStation users. For instance, let's say your PlayStation 3 is broken. Someone comes on the support board to ask a question about what can be done about this. Members can provide feedback on the different ways to go about what to do, including that of phoning Sony.
Of course, not all problems can be answered. The PlayStation Store's redesign seems to be affecting some people worse than others. While there obviously are people having issues, it's not the case for everyone. I wouldn't think a phone call to Sony would take two hours, as I've had troubles over the years and never has any phone call lasted that long. If you'd prefer, you can send out an e-mail and wait for the response. Though, it's hard to say whether this would help matters as you can imagine that not having someone over the phone to interact with their suggestions directly would probably take even longer than getting a person over the phone.
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