Nobody is out there opening packs and replacing single cells, a battery pack is usually composed of multiple modules and each module can have multiple arrays of cells in series. You shutoff the whole array of cells around the cell that failed and the battery keeps working fine at reduced capacity.
If it happens multiple times in the same module you replace a whole module of cells. The packs can usually be disassembled and parts replaced, but the modules are usually soldered down to prevent/mitigate thermal runaway.
Also you can't mix cells of different chemistry or capacity together in the same module. So really if one fails in a module you replace the whole module. Or, in their case, just keep the module there disconnected until the whole battery fails then you scrap the whole battery pack. I assume it is not worth it for them to do any kind of replacements.