New Ryobi Generator faulty after first use.

Bought a new Portable Generator online,went to fetch Generator in another town as my Local Builders did not have in stock. Commissioned the Generator and the Pull rope broke off in my hand,took unit back to my Local Builders and they do not want swop the Generator for a new one,what service is this,as the thing is new,one day old,back fires and do not start at all.why sell stuff but you do not get customer satisfaction.