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I wanted to update my situation. I sent my reader to the San Diego repair facility. For several weeks the repair was listed as "waiting for back ordered part."
I have since learned a few new things:
All readers are now being repaired in Texas. If you reader was sent to a different repair facility it has to be forwarded to Texas.
If your repair is taking longer that "a reasonable time period" you may request a new one instead. One repair tech told me the "reasonable time period" is usually 15 days.
Since they have had my reader for more than 3 weeks I asked for a new one rather than having to wait for the back ordered part. Today I was told that had been ok'd and a new reader was being sent out.
If the help line is answered by an out of the country tech support person you can ask to be transfered to the repair facility. They will put you in touch with the people who are doing the actual repair and can answer your questions.
Unfortunately it seems you have to keep calling and bugging the repair people to get anything done. But, if you do keep on them, after a while they will bump you claim up the chain and get an ok to replace it.
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