The last time I messaged in about my last broken meter I had a similar experience. The individual answering doesn’t seem to understand the product very well, and answers back to you as if you’re trying to pull one over. I then last year asked for another human to talk to and Michelle fixed and took care of everything. This time a year later my meter won’t register my strips, I show by video this by placing the strip into the meter and it won’t beep. And yes the sound was on, as it beeped when I turned the meter on. I displayed a comparison on my husbands meter as I placed the strips on his meter it beeped. Like it has for the last 2 years I have used this product every single day. I then also asked for the replacement, if it could be shipped the fastest possible, and was told the standard shipping would be just as good. Since I am in Canada then I have to wait additionally for my brokerage and transport to me in Canada so now I’ll be with out a meter for 3-4 weeks… I like this product however your customer support needs some great improvement.