Return old PS4

On 01/10/2021, I claimed for PS4 not reading games on disc but only playing downloaded or online gaming. Assestech collected the PS4 on the 04/10/2010 for assessment. I was informed on the 08/10/2010 by Charity Ventfolo that my claim was not covered, I asked for the PS4 to be returned in a state it was collected playing online and downloading games. I proceeded to call Francois at Asses tech, of which he promised to deliver the PS4 with its 4axis controller on Monday the 11/10/2021. At 15h30 I called François, he said they’ve been trying to get hold of me, whereas I explained to him on Friday that my wife is home 24/7 to receive it. All I am asking is for Auto and general to ensure I get my machine back in the state it was, or they have to replace it with the PS4 in the same state with all my downloaded games.