Sought replacement for defective item. Took a lot of back and forth. Still awaiting final approval and replacement. At the onset, the manfacturer, Audo, tried to deny the product was defective in their discussion with Finnish Design Shop. However, I had a separate converstation thread (through email) directly and concurrently with Audo where they said they concurred it is a defect and would honor a replacement. So when I posed this contradictory statement from Audo to Finnish Design Shop, they got back to Audo, and suddenly a replacement was finally approved. I suspect this was because Audo was caught in a lie; the contradictory Audo decisions to both accept (in their contact with me) and deny (in their contact with Finnish Design Shop) the replacement came from the same exact person. There has been a lot of back and forth, some repeat errors in return shipping label processing (which was never resolved, but I made it work through my own additional work and research) by Finnish Design Shop, and yet more time and energy spent repackaging a very large, heavy, and not personally-transportable product—and the replacement won't arrive for another month-plus (this is not Finnish's fault). Ultimately, while Finnish support did try to affect a replacement for a defective product, it never would have happened were I not in this uncommon position where I was able to pose contradictory messaging direct from the manufacturer. So they should improve their defective product policy to properly protect their customers. If this instance is representative of their replacement and returns process, it is equal to having no basic customer coverage and respect.