I would like to share some device replacement stories. At the moment I use Freestyle Libre 3 and my daughter uses Dexcom G6.
I have used Freestyle Libre 1 and 2 before and for the first version they always wanted me to call a hotline, but I could convince them to allow me to just send an email with all the information they were asking at the hotline.
To replace a FSL2 they had an online form, which required a lot of information, but when filled out properly they sent an replacement.
When I need a replacement sensor for my current Freestyle Libre 3 I just have to fill out a form which asks me to enter the serial number and how long I have used the sensor. Sometimes they want the defective sensor back, but most of the time that's it.
On the contrast to get a Dexcom G6 replacement I have to fill out an online form which will not accept valid inputs (my mail address I successfully use for my Dexcom account is not accepted in the mail field). The form asks a lot of information (e.g. two different serial numbers). When filled out and submitted Dexcom then calls me (but not on the number I provided in the form) to confirm every entry I just did and ask some more questions. And the they send the replacement.
That is so annoying - even somewhat humiliating - and unnecessary. Obviously Abbott has looked at the success rates of their hotline and decided to just ask less questions and save a lot of money trying to catch the few fraudsters they prevented getting a replacement before. I am pretty sure they didn't do this because they were worried about me, but because they realized it would be cheaper to just skip this, but nonetheless it makes me a happier customer.
Do you have other replacement stories / policies you encountered and want to share?
I understand that he thinks he has to do something different. That lies in the nature of storytelling. Hardly any author likes telling the same story again and again in the same way. It is the same thing nobody seems to understand when there is a reboot or remake of an old movie or show (but that's another story). But I also have to strongly disagree that doing something different means doing it like every other drama series. Lower Decks of all things has shown that the original idea of Star Trek not only holds up but even transcends to other genres very well.