BL support responded about an hour ago, and while offer of a replacement was proposed, they want me to follow some of their support wiki articles for checking the internal cable connections in the unit first, alleging that they can sometimes come loose during shipping. Not really what I'd hoped for but pretty much what I expected. While I'm okay with this, I dare say some customers might not be comfortable opening up the hardware.
I imagine if I pressed the issue they'd just send another unit out, but checking the connections seems easy enough. I'm sure they'll take care of it if that doesn't work.
Quick update on this. In my response to BL support, I decided against opening up the HT unit per their how-to wiki. I've got plenty of projects to fill more time than I have already and didn't need another, and this was supposed to be a new, fully-functional unit. I responded politely but in-kind and they didn't hesitate to issue me an RMA. The faulty unit was sent back per their instructions on 12/23 and I just got notification this morning that my replacement was approved (they do test) and has officially shipped.
I'm considering this a positive customer service experience and the matter closed provided the inbound replacement arrives intact and works without issue.




