GoPro can't help me for a faulty unit

I spoke to Jordan in the contact centre. This is after being on hold for at least 10 minutes first. My GoPro isn't switching on and he advised it's because of a faulty battery. I then wanted to exercise my warranty to replace the unit (because the unit that I purchased, which includes the camery and the battery, is not working). He said he can't ship the battery, and I asked a few more questions to try understand how to solve it. He repeated the same thing over and over and then put the phone down in my ear. I still want to know how to I exercise the warranty for the unit that's not working.