Hello justListening,

First and foremost, I would like to apologize for the inconvenience you have had to endure during this warranty repair. I would also like to assure you that this issue will be resolved on Monday morning.

However, I feel there are a couple of points worth explanation at this time. Our excellent customer service reputation is far too important to us to simply "not even open the unit up." Quite frankly, that type of policy makes absolutely no sense. While there is certainly no question that you should have been contacted sooner about our inability to reproduce the problem you were experiencing, there was considerable effort made to isolate the issue.

That said, since the issue you were experiencing was intermittent, the repair facility when unable to reproduce this issue would have replaced the processing board for you once a reasonable effort had been made to pinpoint the exact fault. Unfortunately, it has proven an unsuccessful attempt to solve your problem. The above not withstanding we fully intend to right this issue, and hope that you will find our solution acceptable. We will contact you on Monday morning to arrange delivery of a replacement unit.

Thank you for your patience and understanding.

Scott