Poor service

We bought a Mibo4 at incredible connection about 2 months ago. The remote was faulty and we returned it, as the slip showed there is a year warranty. Incredible connection then told me the box had to be sent in and I have to wait 21 days. I explained to them that the box carried a 1 year warranty as per slip, and I wanted a replacement. I was told I have to wait 21 days.