[mothered]

this is just pure courtesy and compensation if they decide to send you a new device.

It's more to the fact that the OP has remained adamant and pushed the reps to their limit.

At first, they requested the device be returned and basically advised that they will not offer compensation until It's received. They've later changed their tune, by completely disregarding the device and solely asked for documentation. It wouldn't have happened If the OP didn't remain firm throughout the claim's process.