Me too - exact same issue, and the same experience; apart from the hold time the support people I spoke with were polite and helpful, and the second person resolved the problem with my original RMA request over the phone. Turned out I gave the first person the wrong serial number (there are two with very similar acronyms, marked SSN & CSSN). They got a replacement device to my desk within 24 hours once they had the correct number.
Comments
Me too - exact same issue, and the same experience; apart from the hold time the support people I spoke with were polite and helpful, and the second person resolved the problem with my original RMA request over the phone. Turned out I gave the first person the wrong serial number (there are two with very similar acronyms, marked SSN & CSSN). They got a replacement device to my desk within 24 hours once they had the correct number.