One whole week (and counting) to swap out a faulty device!

On Monday, 04/03, I returned home from work to my 5G router not working. I did all the troubleshooting, different power point, different cable - it just won't power on. I logged a call via AskRain and was advised that I need to request a cancellation of the service if I want my device swapped out. I followed up every day, just to find out that none of the 4 reference numbers provided have any information logged. Finally, 3 days later, I get a call from support - someone named Casey, local guy - who promised me a device swap out "because I've been such a loyal customer since 2023" and that their logistics department will contact me to arrange. Needless to say, I'm still waiting on that phone call. I followed up again yesterday (08/03) with AskRain for an update...and was told "nothing has been logged"...and then proceeded to 'escalate' my query to billing. BILLING??? AskRain is absolutely useless, I'm sorry! I ended up calling the support line to follow up, ended up speaking to an Indian lady, who promised me a call back from logistics...still, nothing. I'm paying for a service I cannot use and I'm losing money - because I work from home A/H!!! Guys, it's been a whole week with ZERO commitment from Rain to swap out my faulty device.