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I sent an email to customer service on Sunday and received a reply first thing Monday morning. We exchanged a few emails back and forth on Monday. So no, I wouldn't say someone else's good experience is BS.
Can't say they resolved my issue but to be fair, there is nothing they can do about it until the firmware is upgraded. I don't expect them to get into some work-around, third party solution like we hash out here on the message boards.
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