No customer service

On the 2nd of February my tablet was collected by a courier company after I submitted a claim. I have heard absolutely nothing for 23 days. I phoned this morning and spoke to the rudest person on the plant who told me that they cannot give me a time frame as to when I will have outcome on the claim. My son uses this tablet for school as all the text books are on the tablet. How is he supposed to work if he does not have the tablet. I HAVE NEVER IN MY LIFE HEARD OF SUCH NONSENSE. Oh yes, and then all the managers are miraculously in a meeting. I advised the rude person that she must transfer me immediately to someone else as I do not want to speak to her any longer. She cut me off. I phoned back and again the same rude person. I WANT AN ANSWER TODAY - EITHER YOU REPLACE THE ITEM OR I WILL TAKE THIS FURTHER.