Trouble with Trezor model T

[joniboini]

The funny thing about the article I read on Reddit is that the support isn't good enough and they make ridiculous requests:

I tried to search for that proof of destruction thing mentioned by one of the users but I could not find one from Trezor. The only reason I can think of is what has been mentioned privacy above. You should be able to return the device securely after resetting it though. I never heard any wallet company request your private key to process a replacement. I think that the user misunderstood something from the support, or the support is just extremely terrible at explaining things. If that was not the case, then damn, you'll probably feel safer buying a new wallet instead.

I also have a model T, and there are problems with incorrect PIN entry, especially when I have not used the device for a long time. What is the reason, I have not yet found out

If it is similar to what OP or others on the threads mentioned above, one of the likely reasons is a faulty screen. I doubt you can get a replacement for free in this case since it sounds like you bought the device long ago. CMIIW.

[Pmalek]

I never heard any wallet company request your private key to process a replacement. I think that the user misunderstood something from the support, or the support is just extremely terrible at explaining things.

No genuine support agent of a respectable hardware wallet company would ask that. It is a misunderstanding. They want the defective device back, not the user's private keys. The user doesn't want to return the Trezor precisely for that reason. It has their PIN, private keys, and the seed in its memory. Perhaps the user is not aware of how to reset the device before sending it back, but even if they did, they might not want to do that for the safety of their coins.