Shocking Service and worst customer experience

I bought a UPS Ellis back up for R9k in Nov 2022, in Jan 2023, the battery was not lasting for a mere 2hrs and it got worse, battery dying within an hr while nothing is on (TV, Decoder and WiFi). Now I am liable to pay for the battery as per their policy, I booked in the unit 10 March 2023, to date I haven't received it, the worst is I have to follow up, call, email them. They are useless together with Lucky who is the manager and doesn't have a clue of a simple meaning of customer centric.