Well, it’s a valid different point of view :)
From my perspective I believe I cannot provide very good feedback to Pimoroni staff as I just launch updates to the display and that’s it. The script I use is not even updating the screen everytime it gets executed, it does only when new info is available, so it can take a lot of time to break it.
I’m not in the UK and my display was not purchased directly from pimoroni so my vendor should first get new units and then I would need to ask them for the replacement and wait for it to arrive, likely 1 or 2 weeks after I send my faulty unit. In the worse case in which it is a hardware issue I will have to wait that time. If it is just software related, I won’t.