The hardware is great, but your rotten treatment of a long time customer lost you a customer. I never did get my EVO. See below:I preordered the new EVO band back on August 26 (Order #14329) along with Sleep lab +_Mediation bundle. On October 23, yoiu asked if I would want it with the old band, or wait until November for new band. Since I have found the old band fragile, falls off, etc, I opted for the new band. On November 16, I received the following: " "Hi John, ​ I see that your EVO shipment was cancelled because we're still waiting for the notification from USPS that your current sensor has been returned to us using the prepaid label that you were sent. ​ Once it's scanned, your order will move back into the shipping queue." I had assumed that I would not have to wait without any sensor, and could ship the old one back when new one received. So I responded : "Just checking archive and I see you asked a month ago if i wanted to return my sensor even though it would be a month to get a new one. I declined, not wanting to do without Sleep lab, which I was paying for. I would like my Sleep lab subscription cancelled with a pro-rated refund, and also cancel my EVO order and refund." You responded: " "Hi John, ​ We never asked our users to go without their sensors for a month, never. ​ EVO arrived to us a month ago and we asked users at that time if they'd like EVO with the current band instead of the new one and began the exchange process then, shipping their EVO when their USPS label was scanned rather than their even having to wait for us to receive their sensor back. Never, ever was there any expectation that there would be a month' wait. Never, nor is there one now. Your Sleep Lab subscription started early. Again, as a show of good faith on our part. Both have been removed from your account and the subscription you had is still in place until 12/27. As indicated in your other ticket, that is through your app store and not through us, so you'll need to cancel through them. ​You'll have notification of your cancellation and refund already. Thank you!" Sorry, but it certainly looked like you refused to send new sensor until old one returned, thereby leaving customer without Biostrap. And incidentally indicating that you do not trust a long-time customer and user. Just wanted to get that off my chest. I had always dealt with Caitlin before, and she was always helpful, but now I see your "service" rep is anonymous. John Sielke