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One of my concerns with the Vox has been that Level 1 support would use a factory reset as their go-to advice. It sorts out problems with the device from problems with apps that the user may have added in, of course, but it is also very much like the techs that are constantly telling folks they need to reinstall windows because they can't/don't want to break a sweat looking for the real problem.
In this instance, it sure seems that level one support staff should all have known that there was a server issue that has since been resolved.
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