Hi Chris,this is Evelyn. I’m sorry to hear that you had such a frustrating experience. I understand that you needed a quick solution and that the back-and-forth communication felt inconvenient.
I would like to clarify that when you requested a return due to compatibility concerns, the questions I asked (such as your Windows version and where the software was downloaded from) were only to help identify the cause and better assist you. It was not intended to delay your return or blame you for the issue.
Our devices support Windows 7/10/11 depending on the diagnostic software being used. The software requirements and compatibility information are provided in the product details, but I understand that the setup process may not have met your expectations.
As a customer support representative, I do need to follow our return policy. However, considering your experience and the inconvenience caused, I can apply to have the 15% restocking fee waived for you. If you would still like to proceed with the return, please contact us and I will help arrange the next steps.