Recently, one of the accessories broke when he dropped it on carpeted floor.
He wrote in to feedback about the poor quality.
The company offered him a replacement and informed him to visit their service center to collect it.
He went down few days later but was informed by the service staff that he needed to bring the faulty piece for a one for one exchange.
He told the lady that nobody told him that he needed to bring it.
He asked if it is possible for him to get the replacement accessory first and return the faulty one on another day.
He was told it is their company policy and they have never done what he requested before.
In the end, he had to go home and return to the center again. Wasting three hours.