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They have, literally, outsourced 100% of their customer support and tech support to a foreign their party that has no idea what they are doing. And even if their outsourced / 3rd party tech support was “OK”, that doesn’t excuse or explain completely cutting yourself off from your customers… the people that pay your bills. In my experience, that’s the beginning of the end for any company–when they simply do not want to have any direct contact–or feedback–from their customers.
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