Indeed, customer satisfaction is not high on many a company's agenda these days, but HAVA is an exception to this rule.

I write to report that I am now a very satisfied customer. In fact, HAVA support did not give up on me, but called me back. As I said, they even sent me a new unit just because we could not figure out what the problem might have been on the software side.

Well, it was software, and it was on my side. Actually, it was 'firmware' for my Netgear router. Even though I had purchased a new router within the past year, it turns out that the firmware was more than two years out of date. And, frustratingly, even though I had thought of this and had gone into the Netgear config page and clicked on "Update Firmware" and got a confirmation message that said: "Your firmware is up-to-date" in fact, it was not actually updating. The 'fix' required a trip to the Netgear site, downloading and installing the new firmware.

Et voila!

The best part was the fact that the support person was amazingly patient despite my (sometimes) stroppy attitude, and within a half an hour, he had my HAVA unit installed and working. Half an hour after that and I was watching the Daily Show on my N810 in the garage as I finished sanding that closet door I've been meaning to work on for days

So, I'll be sending back the new unit that they sent, using the pre-paid return label they thoughtfully provided, and I'll posting up apologies wherever I have complained to let folks know that it all worked out well.