@leeroy 

Hi Lee, regarding to the warranty policy, the defective unit should be sent to the RMA office first, and then they will deliver the replacement. While per you know, Amazon provides 1 year warranty, that is to say, if there is any problem of the router and cannot be fixed, you can give them a call to get a replacement. 

Back to your case, our technical support escalated your case to the local RMA office, that is why you are required to send the defective unit back; We will remind them again and make them provide better customer service later. 

For the phone charge, by checking the phone record, the tech support informed that this call will be charged when you exceed for 10mins. And we will check the recordings again and give you a specific answer.

Good day. 

@leeroy 

We are sorry for the inconveniece caused here, for the warranty policy, we have noted that and will forward to our RMA team and then we can try to improve it. And we have informed our colleagues to be more flexible and offer the available warranty channels for you so that you can get a better and more convenient one.

And the troubleshooting is necessary, otherwise we cannot ensure whether this device is faulty or not; so my colleague tried to do some troubleshooting with you. 

But we do not charge the phone call, the SIM card carrier does; The tech support hotline is not free, that is why we provide call back or email follow up if the issue cannot be fixed within certain time, and we will inform you customers that the phone will be charged.

Back your case, we pulled out the recording and confirmed that our colleague has informed that the call will be charged and offered a call back service in 3 minutes. You may missed that reminder at that time. 

We do understand your feeling and we will keep working to provide better customer services. 

Hope we have the chance to work with you in the future. 

Best regards.