customer service with many companies has gone to crap in the last 10years.

If anything they should have called you and told you that they no-longer support that Box and gave you the option to buy a newer unit directly from them.

That's what you get when you pay someone Minimal-Wages to answer a phone and route e-mails & mail on an Hourly wage.

Everyplace I have called and gotten the Best Customer Service has been where the person answering the phone also does other work around the facility, or works off a Bonus Based commission.