JudasIscariot: We do speak with each other in the office but when it comes to technical issues like this, it's best to have everything in a central location so that we can determine, instead of assuming, both the scope of the problem and inform the proper department along with the information collected via support tickets about the problem.
In short, support tickets keep everything organized :)
Why then, after seeing so many customers complaining about this issue, did you not log a support ticket yourself? Instead you simply repeated your mantra "try the downloader" over and over again. To me, it felt a bit like listening to an outsourced support "technician" in India reading the lines from his response script.
Had you been just a little bit proactive, the problem could have been solved already. If you guys intend to expand your business with Galaxy and whatnot, you are going to really have to up your game with regard to support.