Then your support team failed, by not finding the 'something' with my S4 in a manner to make it work. Or there's something souped up with your in-house G6 that makes it work differently than the masses.
I'm a little surprised at the comment, coming from the CTO, that there's essentially something wrong with my S4. It's simply an off the shelf S4. If there's something wrong with it, or if there's a setting necessary to make it work like yours, then your tech support failed. Should have told me what the setting is to make my S4 work just like yours.
Clearly, the firmware version Rachio product I purchased recently didn't work with my S4 as it was configured. And with at least the tech support person I had, no amount of suggested changes were successful.
It's pretty clear from this site and others that I'm not the only one having a problem with your chosen WiFi configuration technology (blink).
My observation is that you know exactly what the problem is, I think you believe you have fixed it via firmware changes, and my observation is that you as a company consciously decided to leave the old firm units in the distribution channels, versus recalling them, My guess is you decided most people who purchase will call for help versus just throw away the product and bad mouth the company (hope you're right). My further guess is you believe your tech support people are good enough to fix over the phone 90+% of the problem phones.
My remaining guess is your pres/owner/service-mgr 'gets it.' Someone was thinking out of the box and said 'well we'll just send them an Apple loaner' that we know works. Not many companies think like this.
My summary here is I think it's disingenuous of the CTO to come out here and say 'it's not us - perfectly good S4 in the shop.' When in fact you know there are scenarios where the S4's plain don't work. You're just waiting for the channel distributions to clear, versus spending the money to do a recall, and this is simply damage control here.