My guess is that they want your entire item back so they can just send you a new one instead of repair it… or they might not know what to replace it with until they have the item there. I’ve seen many revisions of their smart batteries after having problems with three of them and there could be variants which might become tedious to send pics and info back and forth and then still not end up sending you a compatible part. It does seem to insult our intelligence though. But I can see a lot of issues happening if they don’t have consistent builds and they tend to discontinue things quickly. I’m having the same problem Trying to find the color display for my NX6. No replacements anywhere.