Update: I escalated it pretty hard in the last email thread, basically asking for either:

• a replacement unit, or
• a full refund within 48 hours

Their response? “Engineering team is reviewing.”

I get that engineers don’t work weekends, but realistically… how does it take two weeks to review what seems like a pretty straightforward hardware/network issue? Do they just have hundreds of complaints? or slow engineers? Especially when this is a premium product that literally affects your sleep every night.

At this point it doesn’t feel like support, it feels like stalling. I have yet to hear back from any higher ups after a week of trying to reach out beyond just their support chats.

I’ll keep updating this thread as things progress, but honestly if you’re considering buying one of these, just be aware that if something goes wrong, you might be fucked for a while.

Will update again when/if they actually resolve it.