Going to tell my story, again, as I think it's important.
Remarkable seem like the type of company that are pouring money into marketing and not much else. To their detriment.
I bought a Remarkable 2 in September. Realized I did not want it, because it was missing a core feature I needed (the ability to search hand written notes, which Goodnotes does, Remarkable does not). Remarkable sends their products via DHL. Who, separately, are an awful shipment carrier.
I called DHL, to have them return to sender (requested by Remarkable). DHL, after 2 days failed to do this... they kept trying to contact whomever had the shipment... why they can't just mark it as return to sender in their system? No one knows.
The product arrived at my doorstep, no signature, just dropped on the porch. Okay.. great. I start the return process. It took Remarkable 4 days to get this process done. First day they email with a return portal, it couldn't find my purchase. Second day they finally respond to my plea for help and send a second portal. That one worked, but the Remarkable support team are terrible and sent incorrect instructions. 3rd day I finally got it squared away and they approved my return the 4th day, which I got shipped out on the 5th day (again via DHL). Oh, and one other mark against Remarkable, they kept referring to my return as "return for replacement" instead of "return for refund" so I had to correct them about 8 times to make sure they were actually going to refund instead of send me a replacement.
It arrives at a local hub. Where it is stuck for 30 days.
During this time, I call DHL to start an investigation as to why it's stalled. They spend 4 days unable to come up with an answer. Reach out to Remarkable again, they start their own investigation and say repeatedly that it is "on it's way." Meanwhile it doesn't move.
Now DHL is only Remarkable's problem in so far as they choose who their carrier is. I didn't get to choose to send it differently. So they can't control what DHL does, but they do need to take ownership of their terrible choice. IMO anyway, it's what I'd do as customer support.
While all this is happening, I'm asking for a refund because the product seems lost in shipment. Around day 20 I ask for a supervisor.
Supervisor responds twice, first time "we're issuing your refund and you should see it in 24 hours." then an hour later "We'll immediately issue you a refund when we receive the product which you'll see in 24-48 hours after."
After day 30 the product finally arrives in Hong Kong, they said 24-48 hours for a refund. 5 days later still no refund.
I thankfully, filed a dispute and it's being taken care of now. But my advice is avoid these clowns.
The product is kind of cool, but their support is awful. Their team is inept. They can't take responsibility for their shortcomings.
This was for a return, imagine dealing with this for an in warranty repair/replacement? Ugh. Awful.
To be clear, we're nearing 45 days from original cancellation and still no direct refund from Remarkable.