Pathetic Customer Care

I purchased a Xiaomi MI TV Box from your waterfront branch in June last year. In December the remote stopped working, or was working intermittently. I brought the unit back at the beginning of February (as we were moving house at the time and could not bring in sooner) to hopefully have it swopped out. I was told that it would need to be sent back to the distributors to be assessed. I agreed to this, as this seemed to be the only course of action. After trying to follow up after 2 weeks, I was EVENTUALLY able to get through on the telephone after a full day of trying. The landline for the branch seems to work 1% of the time. I was told that the unit was still there because IC had changed courier companies and they were trying to catch up or something. I was told that I would be kept updated via email later that afternoon. I received no communication. I sent an email the next day - no repsonse. I sent another mail - no response. Eventually, yesterday I received an email saying the unit was JUST picked up. This is after a month after dropping it off. A month without a media player. A month with little to no communication. It's simple, the unit does not work as it should. 2 options: Give me a replacement unit or give me a refund. Why must I wait and suffer because if IC's courier and internal issues. Why must I follow up? Where is the customer care? I expect a response to this soonest.