No response after 14dayd

So terribly disappointed in your service... I took my Fitbit to incredible connection in Clearwater. It's only 3 months old and stop syncing with my app. I took it in on emerge 2nd of January. It's the 14th today still no one has phoned me. I have phoned twice and no luck to know where it is or wheather they can fix it or replace it. I am beyond speech. Furious!!! Poor service !!!!!!