Your lack of understanding some of the most basic customer service concepts could very well be the end of your business, atleast from me.
+1
QFT
Definitely the weakness in an otherwise excellent company.
They do seem to be getting better.
Maybe they are learning from this most recent disaster as they go. I would like to think so.
I have personally seen improvement already.
One can only hope they do not ignore this very obvious weakpoint.
They have done alot right recently, by delivering the long awaited firmwares for all units, and trying their best to remedy this S4 disaster. You can tell they are trying!
However, I have to agree with you on what they have done poorly up until now also. Specifically communication and customer service.
Some things certainly could have been handled better.
Communication being number one.
Compensation should be paid where it is due.
10 days given to everyone before an imaginary line in the sand, is not exactly fair.
Some were affected beyond that line.
Others were affected much longer than 10 days.
Obviously it is a very long line of people affected by this issue (so I can see how defaulting 10 for everyone is easiest), but obviously some exceptions should be made to arbitrary guidelines and criteria.
ar·bi·trar·y
adjective
based on random choice or personal whim, rather than any reason or system.
Best of luck to you Mr.Greenhat

I suspect they will pull through for you eventually.