I installed a brand new unit with the company as well as a back up unit

I installed a brand new unit with the company as well as a back up unit. From day 1 I mentioned the fault in the unit. Til today it is not fixed. Countless emails and calls. I spoke to Koketso Kgapola, and told her my frustration. She wanted to escalate the matter which I declined because everyone was telling me the same thing. I requested that I speak to her supervisor but told me there is no one. I was kept on hold fr 30min u til I hung up. Whn I threaten to remove the unit, im told I wil pay penalties Pls assist