DEFY FAN PROBLEMS

I usually get very good service from this company, but I bought a DEFY FAN from them in December, have sent them 9 emails regarding the product. The foot of the Fan has 2 parts, they need to be different to fit. I got 2 of the same pieces.Does not fit and I have not been able to even test the fan as it needs the foot bit to stand up. Very disappointed, they ignored all my pleas for help from them.