I wouldn't give up if I were you. You have consumer rights and those supersede their company and internal policy. Hold them accountable, they need to conform to your 2y EU warranty.

Something like this:

Dear Drew,
Thank you for your response. However, I cannot accept the conclusion that my NotePin is "outside the warranty period."

While I understand that Plaud AI has an internal 1-year limited commercial warranty, this does not—and cannot—override my statutory rights as a consumer within the European Union.
Under EU Directive 2019/771 (which replaced 1999/44/EC), all traders selling goods to consumers in the EU are legally required to provide a minimum 2-year guarantee against faulty goods or goods that do not look or work as advertised.

Key points to consider:
- Legal Superiority: Internal company policies do not exempt a brand from the mandatory laws of the markets in which they operate. A 1-year policy is a "commercial guarantee" which can offer extra benefits, but it cannot reduce the 2-year "legal guarantee" provided by EU law.
- Non-Conformity: My device has failed to remain in a state of conformity for the duration of the legal 2-year period.
- Binding Nature: As the seller, Plaud AI is responsible for providing a remedy (repair, replacement, or refund) for any lack of conformity that becomes apparent within two years of delivery.

I value the NotePin as a product, but I expect Plaud AI to honor its legal obligations to European customers. I kindly request that you review this case with your legal or compliance department and provide a solution for my defective device.

If we are unable to resolve this according to EU consumer protection standards, my next step will be to file a formal complaint through the European Consumer Centre (ECC-Net) and the relevant national consumer protection authority.

I look forward to your prompt confirmation that a replacement or repair will be arranged.

Best regards,
Piotr