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That is a bit inconvenient but replacing a faulty device is an example of excellent customer service

that's minimal, not excellent

In a land of below-minimal customer support, minimal customer support becomes excellent.

Also, calling them is an exception path. If you take it into the store, they’re more likely to try fixing it first (often same day).

When you ship them a computer, that also gets repaired. They may replace enough components that it’s essentially new, but it’s a repair.