I just bought a replacement for my previously purchased frame that completely failed and would say that your frame replacement process is completely stupid. I should be able to manage my frame (replace it) on the website. Instead, I had to run around collecting serial numbers and other information to send to some admin person at your company to make some change to your database. I looked at this before I bought the new one and tried to convince my wife to just use one of the 10" Echo shows (which i have 2 of them) instead of messing with all of this. But, luckily for you she wanted the 15". I almost never get pictures via the web, I use an SD memory card and have a DLNA folder on my NAS that serves pictures to your frame and many other picture/video/audio files to other things on my network. With your process, now I have to screw around with this and wait hours to days to get it working again.

If I were you guys I would work on making this process a little more self-service or you will be loosing people to other frame competitors. I would have already switched, but my wife saved you. Also you should know that I have purchased 5 or 6 of these for friends and family over the past few years, but I will think twice about it in the future.

 v/r
    A somewhat frustrated customer.