Appaling lack of service and COMMUNICATION!!!

I bought a Gobii cell from [URL Removed] 01 Dec 2014, after checking most off the reviews which were all positive. Suddenly it didn't want to charge anymore. Reported It 23 Dec, returned it and received a response the 31st of Dec that they received the now faulty cell and they will be in contact with steps being taken. Now here is where the problem starts, because if you tell a person you will be in contact, you should do so!! I ended up having to call in to find out what was happening, this was a week later!! I only got a response the 16th of Jan!!!! It stated that the USB Port had been damaged, their words, and that I would have to pay for repairs.I wanted to know why I am liable for repairs if the cell is still under warranty. Only on the 23rd of Jan they got back to me again with pictures attached of the damaged USB port still saying that I am liable for repair costs. So I'm still not happy, how it is that I AM LIABLE?? Apparently it is globally known that USB damages and cracked screens are user damage!! Still not happy I ask the agent to have a MANAGER contact me. Go ahead and take a wild guess, yep I AM STILL WAITING!! A big Thank you SIMONE MINI for your assistance though!!