This is the old stereo store model; you remember, the one you could never afford to buy in? Or like Lisa Simpson moans she can never afford any of Apple's products?
This is all about control, increasing their margins, and creating a profitable, controllable secondary (and price fixing) layer.
Bringing up anything else (like service, whatever that is) is secondary, a smoke-screen. Spin any "service" to someone who makes his bread and butter, or lives and dies, by it. Not someone who lives mostly off the initial sale and who service is a secondary, necessary evil.
You say they make money on their accessories, but that is only because they now actually have to compete on price, but given the chance they will gouge us on price alone -as they have and as I have experienced- for many, many decades.
I say go ahead with the company store model; this simply marginalizes their brand even further, in a world with many up and coming brands; I will still buy wherever and wherever I can.
If Sony doesn't want to handle complaints, then create a good product, not many mediocre ones that break, are obtuse, or of often poor technical quality. Or, get out of the, obviously, profitable market.