Different Responses to no response

My experience this past month with then was horrible! I sent in a faulty product to get it replaced via warranty. They told me it could take a certain time which I'm fine with. I phone them to ask if there is an update on the product, the one guy tells me yes there is an update we are waiting for Accounts to send the paper work to the guy who helped me with my ticked. No response. I phone again the next day requesting an update different guy different response. So either the people who work there under support and accounts doesn't communicate with each other or something else is missing. The product has been with them almost a month and still no reply or solid answer to what is happening.