As cabin crew I would like to say that we honestly have every sympathy for passengers whose IFE doesn't work on a longhaul flight.... the crew are sick to the back teeth of this ridiculous new system breaking down mid-flight. I would have gone to another carrier too, if it had happened to me as a passenger. PARTICULARLY as a premium passenger. It is not good enough and the crew completely agree with you. We are sick of apologising, apologising, apologising for a cheap product which clearly just isn't good enough. I think it is very understanding of you to say you realise it is not the CSD's fault - it's not, but we are the people there representing the company on the day. This is a company making a healthy profit now, and it's not good enough that they are scrimping on important aspects like this. I am embarrassed to be their employee now. I used to be proud.
PS: please please complain - they don't believe the crew when we tell them how p*ssed off the passengers really are...