The only thing I found off-putting about their response is the random linebreaks, but I guess that can happen when they aren't copy pasting answers.

It sounds like they understood the issue you were experiencing and explained who could help you, since they didn't have the means to. The only way they could have been more helpful is if they provided a link to SONY's support page, but I've seen people call even that helpful gesture "condescending" in a sort of "Here let me Google that for you" kinda way.