I think Entourage has been overwhelmed by the release of the Pocket Edge. They may have been totally unprepared for the needs of the general market vs. more techie/educational focus of the regular Edge, especially after reading Bee's post on the HSN reviews (no backlight, non user removable battery, etc). I've never called in for support, but my emails were always answered within a day or two (nothing was urgent). I will say that they had me ship the unit back and replaced the lcd side free of charge, and I hadn't even asked for that ;-). They really do try and provide good cs, but seem to be falling behind the 8 ball right now.

I hope they can get caught up asap, and provide the service we've had in the past. Sorry to all who've had poor experiences lately.