Dissapointing

When I resort to hello Peter then you know I'm not winning . Bought a microwave last year November and t recently got damaged, it must be a factory fault. I then sent an email om Monday and was called by a gentleman during the day. He asked me whether I won't be able to take it to a branch and I said No. The reason we buy online is for convenience. He then said he will get back to me but haven't heard from him since. Please urgently get the item collected as we cannot cope without a microwave.