Better than me, not only did they show no record of my complaint (ie, they claim what I told them was wrong was "UNKNOWN"), but they did nothing but reflash to "fix" the issue. I called multiple times and had the representatives recite back to me what was wrong, so they have multiple records of me complaining about the sound issue.

You will also notice that, unlike your letter, this one doesn't explicity state that they did a software reset, though they did flash my device to the original release firmware.