Unorganized Service

I bought a TP-Link device with Axxess, it is a faulty product because when we try to turn on and link, the wifi sign on the device goes on and off, and I am standing next to the device but still cannot find the device on my cellphone. This all happen within the 7 days of purchase. Then when I tried to reach out to return, they tell me I have to contact support first, then contact their shipping department for collection, then contact their account department for refund. As a service provider, there is no single person in the company called post-sale to overlook the procedure but a customer have to do it one by one all by her/himself. This is terrible service and very disappointing. I also bought a SIM card, now cause the device is faulty, I cannot use the SIM card for internet but they already start billing me. How do you call yourself the best internet service provider when you have such bad service