Rachio Smart Sprinkler Controller

I give this product 1 star for providing a nice interface on their app and website. I purchased this product back in May; at the beginning my grass look healthy and green while it rained in Colorado. Since the rainy days became more sporadic, my grass has turned brown and continues to turn brown. I increased double the watering time; the system automatically adjusted itself for July and decreased the amount of watering by 10%. I increased the watering time by 40%, and the dead grass areas continues to grow. two-thirds of my back yard grass is brown or dead. I got a survey from Rachio. I gave it low scoring and requested a call back to help me figure out how to set up the system correctly. No response. Two weeks later i received a second survey, same thing... No response or follow up. I reach out to their customer service via email. I get a response their support team will be happy to assist me solve the problem. So I call the toll free number they provided hoping to get a better understanding of the system, and setting the controller in a way that will bring my grass back to a healthy state... ahhhh! what a frustrating experience it was. the tech support representative looked at my settings and proceeded to tell me what changes i needed to make to the advance settings, yet she was unable to clearly explain the logic behind it. A simple question, among many, on what data should be used in a specific field and why. For example, she couldn't tell me what what square footage I should use in the Area field of the advance settings. She proceeded to explain the system uses the area and the number of rotor heads to calculate how much it should irrigate in a zone; however she couldn't explain how the system would know if the zone has 2, 3 or 4 heads. Nowhere on the app or GUI does it ask for the number of rotor heads in the zone. Eventually she offers to send me the information she has to address customer issues. I soon found out that it is the same limited information that is available on their knowledge base that contributed to my lawn turning brown in the first place. She proceeded to her closing statement "this should solve your problem and if there is anything else we can do to assist please let us know" Problem hasn't been solved, she made me changed 2 settings but was unable to answer or explain why, and referred me to the their knowledge base. Problem solved??? I let you be the judge of it... for me nothing was solved other than reassure my regret for purchasing this product. I asked to speak to a manager... she responded "my system doesn't allow me to transfer calls" I've worked with customer centers many times with other organizations, I have never in my life seen a customer service/PBX system that would not allow a call to be transferred. On the bright side, she said she put in my notes for a manager to call me back. When i asked what's their corporate policy for responding to customer inquiries; she did not know. Did I mentioned she told me at the beginning how they listen to the complaints and feedback of their customers? what am i missing?