Faulty FLEX 4K/QUATRO device

[calavera24]

To whom it may concern:
I purchased a FLEX 4k/QUATRO set a month ago (17 April). I already own a CONNECT DUO.
After tuning, the new FLEX cannot find many of the channels that the DUO picks up. Same antenna, same cable, everything is the same (I’ve tried dozens of different combinations).
Furthermore, even for the (few) channels it does manage to tune in, the signal is weak (yellow or even red bars, never more than one bar).

I opened a ticket [#252254], and finally, on 29 April, I received a reply: “We apologise for that. Please let us know your preferred shipping address. We will send you a replacement unit straight away.”

I provided my address, but I haven’t heard anything further for three weeks now, despite having sent a couple of reminders in the meantime (also to ask how to return the faulty product).
At the moment, no one is getting in touch, and I find myself having spent around $200 (including customs clearance fees and taxes) on a nice metal brick to use as a paperweight on my desk.
Is anyone reading this? Is there anyone who can kindly give me some sort of response? Any information? Any sign of life?
If this carries on, I reckon I won’t even renew my DVR subscription when it expires; at this point, I no longer trust you and I’m starting to wonder if I’ve been scammed.

PS: Does anyone have any ideas as to why the DUO works well, but the FLEX has this problem? Is it a fault with this device, or are the FLEX’s tuners ‘weaker’ than those of the DUO? Thank you very much!

[nickk]

The tuners in the FLEX and CONNECT perform the same. The unit you have is faulty.

Investigating the support ticket and original order further, one moment...

[nickk]

Ok, I see that you re in Italy. We fully support Italy for new units but we don't normally sell refurbished units to EU due to US-EU tariff nonsense. I am not sure how the original order went through. Because it isn't normally done the RMA process didn't handle the replacement.

We will make it right and get a replacement out to you. Give me an hour to work with my team.

Nick