Sean,
The product failed. If you have to go to support it means that what you paid for didn't work the first time around. That customer support does a good job is great, but that in no way makes up for the fact that the product failed. It's a shame that craftsmanship in this day and age is built with the idea that customers will be the testers. But that's the way it is and most people are fine with it. Personally, I think it sucks.
Edit/addition:
What it really comes down to is that so, so many things you buy in this day and age are like this. Kerrybelle was saying in another thread she had to bring her DVR back to the cable company this week. We went through the same thing, twice. My Ipod Shuffle - same story. Even our freaking humidifier is buggy and doesn't work as advertised after 6 moths. Product after product is like this. It just gets frustrating when every weekend you're on the phone with a service company that overcharged you, or a product that failed, or a service that doesn't work as expected.
Just this weekend we had to go buy a new vacuum piece which had the wire fail, a toy that was broken, and the GPS failed. This seems the be par for the course these days. Every weekend it's just another thing...
i still think that's no reason to come online and slam the product and company like that. mainly because i'm 100% sure your opinion will be almost completely different 1 week after the problem is resolved.