Faulty Product Issue

My mom had faulty product from them and after testing the product in 2 different machines to ensure it was the product that was the issue they were unwilling to help. They now want to find a "solution" to rectify the issue but my mom has been in the 3d printing game for years and has been unable to sort it out. Very unfortunate that they don't want to just replace the product but rather fight especially when we were so excited to be using this product.