Approximately Feb 28, the touchscreen on my eDGe stopped responding. I called Tech Support that night and was told it was going to Tier 3. I did not hear anything back the following day, so I called again Wed. 3/2. Long story short, it turned out the first person misspelled my email address. However, I still did not hear from Tier 3 by Thursday afternoon, so I called again from work. Within a short time after that call, someone from Tier 3 was calling me getting more info and giving me instructions. I sent my eDGe USPS priority mail on 3/7 and had it back delivered on my doorstep on 3/18. (They received it around noon on 3/9 and shipped it 3/11).