After sales service? What after sales service??

Wonderful products and sales, however their aftersales is a joke. I've been trying for half a month to get some reply from the sales manager about having my mattress replaced (it broke in the but there is a warranty still on it). At this stage, I feel like they are waiting for my warranty to expire before they bother to reply, and the whole time I have to sleep on a broken mattress. Very frustrating! Ticket # 69745 if anyone would care to look into this - otherwise I want a refund so I can buy a new mattress somewhere else.