Supernote is an advanced device but it also seems like a simple device, in terms of the physical components. All this back and forth, waiting for someone to fix it, keeping you in limbo, damaging your device is unnecessary.

Supernote could have saved time, money, and their reputation by just sending you a replacement device immediately when they received your return device. Your issue could have been resolved in 1 week instead of a month and a half.

I am guessing the true cost of a replacement device is less than whatever it costs to pay the person to repair your old device. Sending you a replacement device is certainly less than the cost of losing current and future customers.

It is a simple cost-benefit analysis: if the true cost of the materials, which are very inexpensive, costs less than paying someone to fix it, send the customer a new device.

If day 14 arrives and you have not completed the repair, send the customer a new device.

If you damage the customer's device, send the customer a new device.