I have the same problem with inconsistent functioning. The last one lasted less than a year. They made me buy a new one, which came with six months of Premium, which I couldn't get until my contract ran out from the last year I bought. When it did run out, the free trial didn't load. I went onto their--horrible--customer service line. They sent a video that wasn't for Apple. They sent another, which was the same inapplicable video. I found one for Apple, but it was a different device. They walked me through the steps, then told me to hit a button. I asked if they could undo it, if that was the wrong button. The rep said yes. I pushed it, then the rep figured out that I had paid for another year, without getting the free trial. Then he said he couldn't undo it. He wrote up his notes, which he escalated to a manager. The manager has answered twice, without referencing my question, and simply saying that the trial is nonrefundable. Do they have any decent customer service? I'd like to get some!
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