tl;dr: not surprised with the way this is playing out. My experience was similar. Went through 3-4 UP24s; switched to the UP3; replaced a few of those. Consis

tl;dr: not surprised with the way this is playing out. My experience was similar. Went through 3-4 UP24s; switched to the UP3; replaced a few of those. Consistency with initial engagement with their customer support was always hit and miss I found but once they were engaged they were very good at replacing the device (very streamlined process with outbound replacement and ease of returning the broken device). This approach to customer service probably led to the high resale value on secondary markets (users got fed up after the second or third replacement and would just sell the (often brand new) replacement device. As a customer, I was very happy with the friction-less replacement process (many companies should take note if they are looking to increase CSAT scores). As a business and process owner, I thought it was crazy because the cost to the business didn't make any sense to me from a sustainability perspective (you have to have really good margins to offer that level of service and still make money).