RAIN 5G RUOTER REPLACEMENT

My 5g router just switched of on the 6TH and we tried a different charger and still it was not switching on or even showing any light . I have been calling ever since and they always give me the same very excuse saying the matter is been escalated and I would receive a call and never have I got any call from them but its always me calling and told that to wait for 3 days and I did and no even communication from them .I CALLED AGAIN AFTER THREE DAYS TO BE TOLD THE SAME VERY THING THAT THE ISSUE IS BEING ESCALATED and that I should wait again three days, and when I ask them to check my reference number they just tell me its been escalated and I have to wait .

How long really does a person have to wait for just for him to get a router replaced ? My Reference Number was ***.