Not my experience at all.
I have rung once (I'm in the UK) on the customer service number I found on Google.
A charming man answered immediately.
I described the problem with my Forma, 1.3/4 years old, the device was frozen on the Connected and Charging screen. No buttons would do anything, including hard reset.
He said it was still within their 2 year guarantee, checked the rough date I bought it and email address I registered with (allowed me a couple of goes as I have loads) to confirm it was on their system and said they would send a replacement refurbished one. 7 to 10 days.
The track and trace system didn't work (its still showing as preparing for dispatch) but a Forma arrived by next day delivery, in a box marked Refurbished.
He wasn't interested in collecting the old one.
So apart from the tracking, their customer service was fine for me
