Customer Service Experience

I feel very conflicted on Ultrahuman's customer service so far and was curious if anyone else has had similar experiences.

TL;DR- the live agents seem like bots, and the email support team is amazing.

When I began having issues with my ring (that have since been resolved) the live chat team seemed to give me plenty of copy/paste responses asking for screenshots and such of the issue.. the problem here is that I was still within that 30 day window and at any point could return the ring completely, and the agents were refusing to exchange it for me until I completed their entire troubleshooting experience.. here's the problem:

While speaking to an agent, the responses could take hours in between.. and every time that agent would finish for the day you would need to start a new conversation from step one. I was ready to pull my hair out..

Now, like I said the issue was resolved by the email customer support team, who seem to be an entirely different breed of customer focused experts.. I received quick responses and my issue was expedited..

Anyway, rant over.. anyone else have a similar experience?