I don't get why there are some people upset about this ? A guy is having some trouble and came on the site to see if anyone else is having the same problem. He didn't bash the product or the vendor. This type of thing can be a "good" problem. The vendor stands behind the product and is willing to help and everyone can see that.
As a vendor myself, these types of posts
used to upset me. "Why didn't they contact me first ??? " , I used to wonder. The main reason is that the customer wants unbiased input and wants to hear it from another customer, not the vendor. I don't let these type of posts bother me anymore. Many times I would just watch the thread and wait for the e-mail about the problem. In fact, I especially like the ones that DO bash the products. In those cases, 99% of the time the customer did not follow instructions or tried to "make it work" when a simple phone call or e-mail would have prevented the problem they created themselves. In the few cases of an actual defective product, it was quickly replaced.
Ok, rant over. play nice ! LOL