Foreo review: Purchase details: Order 12969982, dated 10/11/2025; Serial number 5kPr4hWx3BDDTW.

I submitted a warranty claim on December 4 for my FAQ Dual device, after multiple attempts in late November to have your customer service team assist with a repair. I followed all the recommended steps, called again to confirm the claim, and complied with requests for videos and photos. Despite this, the issue remains unresolved, and I have not received instructions for returning the product.
I have engaged your team via email and chat, followed every advised step, and submitted the claim as instructed by your agent when the initial troubleshooting process failed. Today, I retried the process as outlined in your email, but the unit still does not work. The problem appears to be related to the plug or internal electronics, not the firmware.
In light of this, I kindly request that you arrange either:

A full refund, or
An immediate replacement under warranty.

Please confirm the next steps and provide a firm timeline for resolution, as this matter is still pending.