After my original post, I was contacted by (Matt 1) from the local office and he promptly offered to send someone out asap to resolve my issues. The tech was professional and courteous throughout while trying to troubleshoot the issues. The system is now working as it should with no problems thus far. He (Matt 2) cleared up the missing piece of information not given by the two previous techs by giving me his business card and recommending that the local number be used when problems arise instead of going through 1-800 number. If nothing else, I appreciate their response to a dissatisfied customer who now feels better about the experience. This is how you retain customers.