As many have said before, and the more I thought about it I agree.
This company should END the “catch/hook”, of LIFETIME WARRANTY.
WHY?.......
1) It makes customers angry when their product is not repaired or replaced in a timely manor, meaning WEEKS, not months or years. So they just get more and more backed up, folks write bad reviews/comments, which of course leads to a loss of potential sales, and repeat business and orders.
2) I can’t think of many, off the top of my head, none.... that offer a lifetime warranty, on any product in any business. Most common these days is the usual 6 months to a year. So if Hopper Labs offered a 5 year warranty, compared to most other shorter ones, I’d still be impressed! After that period, a decent “paid repair policy”, like most. All units bought already retain the original policy, then you announce the new warranty going forward. It’s obviously not working well for them in its current form.
3) Then more time for product repair, development, and simply responding to every customer in 24-48 hours. How about an auto response system for shipping updates, like even the tiny one person shop/vendors have setup. These folks may be brilliant, but all I’d say to them.. is... just TREAT PEOPLE as YOU would want to be TREATED!
Geez, especially if they are CUSTOMERS!
Even in SneakyPete’s online video review of the IO, he mentions, a lifetime warranty is meaningless if the customer never gets the problem solved. Whether you like Apple Corp., or not, they run a pretty efficient store, model your company after a successful example.