Lax at replacing faulty Nespresso Lattisima Pro

I purchased a Nespresso Lattisima Pro which was delivered Friday 6/5/2016, order no: *** On the same day I reported the unit faulty, via Twitter and email as the call centre number *** was going unanswered. After not hearing back from anyone I managed to get through to the call centre on Monday morning and was informed the unit would be collected on Tuesday the 10th and a replacement delivered Wednesday the 11th. The unit was collected, but to-date, no replacement has been delivered, nor any feedback offered in terms of what? where? how? or why? One can accept that brand new items can, on occasion, be faulty out the box, but the lack of urgency in rectifying the issue is unacceptable. Please advise. Regards Brent