Hello, I have checked all the emails. At last, we got the replacement from the supplier and we have shipped it out. And here is the tracking number . It is on the way now. After we send out the replacement, you need us to partial refund as a compensation to PayPal. Cause you think we didn't do our job. We want to say we did our job! Here is our explanation. We did turely can't open the video for the first time. After we adjust VPN, we could open it again and we download it and send to manufacture. Normally it takes a few days that the supplier will reply us to confirm the problem and take a longer time they could send us a replacement. And we can't ask them to be faster. I think we need pretend a customer to contact the supplier's customer service in English. They may reply faster and send faster. Our colleague is We know you also contact the factory and they confirm the problem . Thank you for doing this. After we could open the video we also send it to the supplier. If you need we could show some prove that my colleague contact the supplier chat record. But we admit, that our customer service didn't handle this problem well. There should have less emails to solve this problem. We have three month warranty and after we get confirm from the supplier , it's the product' problem, we will just start to compensation process. Let's talk the rest in message.