I for one still have not received (or can even request) a replacement SP2 after the Dec Firmware almost fried my screen off 2 weeks ago. Having spent more than 17 hours (not exaggerating) on the phone with them so far to resolve my issues I can tell you 1st hand, any support rep you speak to or chat with is only as helpful as the computer screen in front of them. When it comes to thinking outside the handbook to satisfy those of us experiencing atypical problems they are next to useless.
So true! The sad thing is I had to escalate my replacement up through 3 different departments before I got the replacement, which took almost 1 month.