I don't use it much, but when I do the orange light turns on when the voice search is enabled. Sometime that can take a quite long time due to the whole slowness of the system. So much that I may even press the button twice, just in case.
About the support.. it's a boring job. Usually badly paid. With people sometime yelling at you. If the support representative were more skilled.. they wouldn't do that job. Because they could get more money doing something more interesting. Usually there are three levels of support, with the first level being the interface with the people. So their most important skills are "social", not technical. Basically they must be good at selling (in this case the service) to get high reviews (if Sony has a review system in place. I have never been asked to give a feedback about a call).
For issues they can't solve themselves they should escalate to the second level (a smaller group of skilled IT guys, supposely trying to reproduce the technical issues or to give a better explanation about how to fix a problem). Then if the 2nd level reproduces a bug that should be passed (escalated) to the develeopers. And there is where the process in most cases stops with Sony support. I even wonder if there is an escalation to 3rd level, since most of the reported (and reproducible) bugs stay there.
Still, the light on the remote is of very low priority. It's just a visual feedback for the voicesearch enabled. They hardly spend time on things like that when we still have the TVs randomly rebooting.
