Return of defective Redox probes and compatibility search with Tripro Zodiac.

Client:
Hello. I would like to return the second Redox probe as it is not working any better than the first one (see email and photos sent yesterday).
However, I am on vacation for a few days, so I will only be able to proceed with the return once I have been able to find a compatible probe elsewhere. Is that a problem?
It will take about 15 days, I will return both probes.
OK, I will wait for your email, and as soon as possible I will return the probes. Thank you for your understanding and promptness, regards.
Hello, is the fact that the 2 Redox probes you delivered to me do not work due to a manufacturing defect or an incompatibility with the Zodiac Tripro?
Hello, should we then try a third probe?

Technical Advisor:
Hello, no problem. I will send you an email with the return address. We will refund you upon receipt.
No, absolutely not.
No problem!
That's normal. I am the one who is sorry.
Have a great day.
Hello, I don't think it's a compatibility issue because this year we have already sold 155 Redox probes that are compatible with the Tripro.