The product is great, however the specific online ...

The product is great, however the specific online shopping returning and refund experience is a nightmare. The website is not friendly at all in assisting people to process the refund/returns. You will have to get hold of their customer service representatives. The representatives are super friendly and helpful once they receive your call or chat, but the before and after experience are close to nightmare when compared to the customer service experience at other tech companies. One time I waited close to 2 hours just for a chat session to start, and then another whole day for the necessary return documents, forms and shipping labels, to arrive in my inbox. And more than 10 days after my returns were delivered, I am still waiting for a status report from the company or a refund at all.

I would appreciate any updates, even if they are short on logistics people to sort through everything. Also, if you can open up customer service through email that would be a plus.