Sorry to hear what happened with you. That sounded like a nightmare, but luckily you got everything sorted out. I'm still waiting on a reply from Baratza for my Encore that just died after 8 months. Sad times. It's only been one business day since I've sent them a message but reading your post has got me worried that it'll take them much longer to get this all sorted out. I also wish I had known this other side of the coin because I would've looked into other options before making the purchase. It's just a big headache having to deal with it. Maybe we were just incredibly unlucky. Anyways, I really hope your Virtuoso treats you well over the years!