I also think Gene is not bitter, but right. Producing a great watch is nice, but doesn't make you a great company. The customer support just isn't good enough; either hire more people or look at the protocol.
I got my first Pebble on 13th of january, it was like dead on arrival, with a battery that didn't last for a day. After this I had several mail contacts, but had to wait for a respons for a long time after every mail i sent. Now we are 31 days further (after the reporting of the broken watch), and I don't really have a clue what's going on. I received a mail like 5 days ago, saying my Pebble was sent to me. In this mail there was a tracking code, which has to show me the status after 24 hours (sometimes up to 72 hours), but now it's been 120 hours and still nothing. Next to this, I don't know what is sent to me.. Is it a new watch? Is it a shipping label for my old one?
So, if anyone says Gene is bitter, I assume I am the living proof that Gene is not the only one who has to wait for a very very long time!
I really think Pebble underestimates the effect of customer satisfaction, there are lots of examples of companies with great products that failed, because of a lack of customer satisfaction...