PNP ASAP faulty kettle

I always order on the PNP ASAP without any issues. Bought a kettle which is faulty which needs to be returned however not getting any assistance. First went to my nearest pnp which advised they cant exchange as the item was bought on ASAP, called and consultant advise i will be contacted to arrange for collection. No one called and i followed up where a consultant by the name of Mia placed me on hold for over 15 minutes then requested to be called back as I was running out of airtime,no callback since. Sent an email where i keep getting follow up emails where i am asked if the kettle is collected but no feedback after that. This is my last resort as it seems like neither calling or emailing helps