jamesrt:

ubergeeknz: Had it been replaced yet?

If not I'd suggest calling in, tell them the troubleshooting you've done and ask if a replacement unit can be sent out for you to try.

It's certainly not a common issue that you're having.

This is the "over 48 hours later" part of no response.  I've asked them for a replacement unit, and haven't heard anything.

I don't believe that expecting a response within 48 hours is unreasonable attitude.