Just a further comment. Assuming this analysis is correct, and I have no reason to think otherwise, all the conspiracy theories and accusations that have permeated this site can be safely thrown out the window.
If a Company breaking into a market with established competition (some of which seems pretty crummy from other reports, and open for a smart new entrant) can't get the basics of customer support right then there is not much hope for it's future.
Things to remember, page-29
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