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I've never had a right out horrible experience with their CS, however, after I received my faulty Aura One (blotchy screen, clicking backplate, and of course, software related issues) I inquired whether there was a chance that they could provide me with a flawless device or whether I ahould send it back to my retailer and they suggested I should *exchange* the device at my retailers. Not really an unheard of idea but clearly shows that they don't want to go through the trouble of fixing a problem that *their* product has when there is someone else who could be held responsible.
Not too terrible but clearly not the best way to keep customers happy (after all, these devices are also gates to their ebook store, which means increased revenue) and also a shitty move towards the retailers carrying their products). I did then return the device for a refund...
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