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Boy, the bar for "good customer service" seems to be going up and up with each passing year.
I fail to see any signs of "bad" customer service in this situation, myself. They're trying to make good on a clearly defective unit by replacing it. And there's been no explanation on why the whole kit and kaboodle couldn't be returned in accordance with their standard policy on returns.
If it's about your holiday time spent fiddling with a defective device; the best customer service in the world isn't going to get that back for you.
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