I would like to understand how to get a replacement bulb without having to go thru phone call then email response. The red tape is crazy. I have to jump thru hoops to get a bulb that has broken at the bulb screw on base. I tried the app the the website and then call only to have them say I will send you an email and you need to answer all the questions like order number, when purchased, max address in order to get the ball rolling. Why- the product was defective . Jump through hoops they say- I say their way of not wanting to back their product. I am going to throw this lamp away.
That sounds excessive, as you say. They should have asked you during the phone call? What is the support ticket number they gave you? I will use that to try to improve this, or get you a fix.