I heard about the cancellation e-mail thing.. were you the one who brought this up to Liz? If so, she's already alerted our call center managers.
The reason we ask for the modems back when its a replacement is mostly because we want to know if the issue was really the modem, and if so, can we replicate and fix it ourselves. There is a small team dedicated to this at our manufacturing plant here in Maryland.
I heard about the cancellation e-mail thing.. were you the one who brought this up to Liz?
No, that was henrysj in this thread. And that was over a week ago, so the call centers must be slow with the whip. I did eventually receive an emailed survey asking why I had canceled, so that served as good enough proof for me.
Understood about wanting the modem back to test it out. When I had read "replacement" I was thinking that included "upgrade" (Gen4/5), which made less sense.