Again... the logistical structure of the company is not something that the customer should have to be privy to when trying to figure out if the product is going to workout for them, or not. If the product is not going to be working, the company should not be charging the customer $100 a month for 8 months promising a fix that will never come in.

I don't disagree.

Just pointing out that there's things you can't diagnose without being physically present. And these kinds of issues aren't only existent in Telecoms or SATCOM in particular.

The user should ask for a credit/refund. The product was almost certainly working. But not meeting expectations. If not it wouldn't have been on for 8 months. Can't tell me you ran 0 bytes over it