It is unfortunate. Folks like Outlaw, OPPO, HSU Research, and many others have proven that internet direct can offer some really good quality products and first-rate customer support at reasonable prices. The problem is that any approach to business can be run badly (unethically, outright criminally, or even just plain stupidly) and hurt its customers as a result - in the world of consumer electronics, it's a risk with I.D., "boutique" brick & mortar, and mass market.