Finally - the ability to speak with human and solve my problem quickly.
The representative, Ionie, answered my call on the day after Thanksgiving. That's right - a HUMAN actually spoke to me on the phone regarding a unit that had failed. She quickly confirmed that I had gone through the troubleshooting steps and agreed that the compressor had failed. As the unit could not be repaired, she quickly worked to get a new unit to me under warranty. That unit arrived as promised within days and I am overjoyed with the service.