Bad Service from Online Customer Service Agents

I bought a Withings Pulse Ox fitness watch on 02/02/2016 to start benefit from my Active Dayz from Momentum through their Online Store and upon receiving the watch (delivery was quick) it was a faulty watch. I have charged it like the manual instructs me to do but it doesn't switch on.<br> <br> I then contacted Momentum's Online Store customer services to assist me with this matter and till now two weeks later I still have no idea when my watch will be exchanged. I have spoken to more than 3 different agents and their response every time is they will get the lady I first spoke with to contact me back that same day, I mean why can't they assist. So yesterday I phoned again cause I can't keep waiting and nothing's happening so I spoke to another lady that spoke to her manager about the issue and the manager instructed her to let me know they will email me the contact details for support cause they need to find it first, I was told it would take no more than 15min, it's the next day and still no feedback!<br> <br> According to the partner terms and conditions between Momentum and Withings, it states that as a Withings partner returns and warranties apply. So why is it taking so long to resolve?