HERE is a link to video made by Matt Granger, that talks about his disappointment with Sony service in Australia.
I've had two experiences with Sony Pro Services in US.
Both went well.
A) The people who answer the phone for US number seem knowledgable and eager to help.
B) When it was determined that the camera (A7II in both cases) needed to go in for service a shipping label was emailed.
C) It was possible to track the shipment to confirm that it arrived in a timely way.
D) Precision Camera notified me that there was a delay when a part had to be ordered.
E) Camera was shipped back well packaged. (They did not notify me that it was being shipped. Which would have been nice.)
1) The Canon Pro Services which I used when shooting Canon gear had about the same level of customer service via phone prior to shipping.
2) The annual fee and requirements for equipment to be a member is similar.
3) Canon did not provide inbound shipping. They also added outbound shipping to the bill.
My two experiences to date are generally comparable with my Canon "in-warranty" experiences.
Whether Precision Camera, as a contractor, or a Sony facility do the repairs is irrelevant to me providing the ability to communicate exists. The delay for parts seems to be a business issue for Sony. They could easily pre-position parts with a contractor just as easily as they could with an in-house repair facility.
One objective that Sony needs to set and meet is a less than 1 week turnaround.
When I sent equipment to Canon it was always back within 5 business days. i.e. if I sent it to New Jersey on Monday via 2nd day UPS, it would, in variably be back in my hands via overnight service on Friday. That means that they received the gear on Wednesday and had it repaired and shipped by Thursday night. That's something Sony Pro Services has yet to accomplish for me. The quick turn around was for cameras, lenses, and speedlites whether they required parts or not.
Based on my experience, I'd say the Granger video is overly harsh if applied to the US Sony Pro Services.