I recently engaged in an online chat with a member of your customer service team regarding a broken charger for my device.
Your representative was polite but I ultimately felt that my time was wasted when, after a rather long series of questions, he assured me that, "great news!", my problem with the broken charger would be resolved… and then pasted in a link to your $20 replacement charger.
I don't feel that a well-cared-for charger should break after just 18 months, but I understand that it was out of warranty. However, I'd have appreciated it if your rep had simply communicated that at the outset rather than spending 10 minutes in a chat during which I was let to infer that I would receive a replacement charger.
I have ordered an off-brand charger from eBay for $5.