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Wow, a week to reply and their answer is that they've identified the problem, but aren't sure how or when they'll fix it! Now, that's service for you.
Wouldn't you think a new account coupled with at worst a hardware replacement would solve the issue and have taken less time than they took just to infirm you that they're going to fix it someday? Customer Service indeed! Their brand must come with a coupon for lubricant in the package.
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