Bests & Worsts Reviews from Amazon

My device came on time and undamaged. I opened it up and had to charge it for almost 10 hours before it would even register a change in battery level, but it finally charged after 12 total hours. Certain functions never recorded data on the app(temperature, heart rate interval, VO2). Today it asked me to update firmware and froze. There is mo way on device or in app to power off device so I contacted customer service. They said hello then said to wait while they pull up my account. I wasn't logged in and I was on their website, how could they do this? They couldn't. 5+ minutes later they informed me of this. They asked for my email, no acct pulled up(my wife bought it as a gift, but I used my email for app). Then they asked for order number. Note that we are over 30 minutes into this interaction at this point without even identifying me as a user of their product. Once she finds out I bought from Amazon she refers me to THEIR support team. I asked if they even support their devices, is there a way to power it off? She comes back and says I have a defective device, without ANY troubleshooting. I guess so many of these arrive DOA, that there's nothing they can do. As an aside, it's sleek and user friendly on the functions that worked on mine. The terrible customer service is a deal breaker!!!