A little info I can add on returns from other outlets, and a comment / plea re: firmware-caused changeouts:
First, I can report that SH agreed to switch out some KPLs and a Switchlinc purchased via non-SH outlets, but it took a conversatoin with four separate people at SH to accomplish this. I won't report the names of the individuals that finally authorized this, as I don't have their permission to do so, but in the end we worked out a reasonable compromise. It did involve them charging me for the replacement items prior to shipment and THEN crediting me when the equipment is returned, but in the end this was a compromise I was willing to accept for my own circumstances. I just installed the equipment over the long weekend and sent it back today, and I have no reason to doubt they will credit me without delay. So, there is a precendent for this that I hope SH will continue.
As I pointed out in another post, SH is in a unique situation as both a manufacturer and retailer. At the same time I sent back the items to SH, I also returned four Insteon switches to Automated Outlet for credit. Why the difference? Because these four switches were just "bad" - i.e., they wouldn't turn on, or turn off, or fried at the first "on", etc. and the problem couldn't be traced to a KNOWN PRODUCT PROBLEM. That's my criteria for who should be responsible for the return... if it's a known bug, then SH should handle it directly. If it's just a bad switch, then the dealer should handle it. BTW, the Automated Outlet folks agreed to accept this return graciously, as always. They just can't be beat...
Now, for the firmware - required changeouts. MIKE, PLEASE HAVE SL / SH FIGURE OUT A WAY TO DO THIS VIA A LOANER DEVICE OR SOME METHOD OTHER THAN CHANGING OUT THE HARDWARE. Having just switched out 7 KPLs and two Switchlincs, some in multigang boxes, I don't want to have to do this again for the same switches. It's just NOT reasonable, and I'm actually a bit concerned about the wear and tear on wiring that this would cause. I know this may not be EASY, but I doubt it's impossible for SL / SH. For those of us who were early adopters and have a lot of devices, this is a real issue. Also, I've returned a total of 15 devices in all, out of the 62 in my system, due to either known bugs or DOA equipment. That's a REALLY high failure / bug rate. I'm sticking with Insteon and have encouraged others to do the same because I think the technology is promising, but we all have our limits. But if I have to change out the SAME devices again, you guys may be getting 62 of these things back. There MUST be a better way!