like in my last thread, i asked about the time period on the repair order. it turns out that it did expire, so i am getting a new repair order. when i talked to the lady at customer service, she said for me to leave the white faceplate on ... oh then she saw that i have the elite. she told me to take off the faceplate because they are going to replace the unit with a refurb. she told me to send it in with no faceplate. is this right? or was she confused? any help is appreaciated!