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In my case, I had a response from them within 12 hour on creating a ticket. Just like you a return box was send via UPS free of cost (also for the send back and return of my reader). I had two wait however for about 3 weeks before my reader was repaired (could be that they themselves had to wait for some pieces, in my case the circuit board).
Up to now I'm happy with their response (still busy testing the battery power of my reader).
Marc Mertens
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