RAIN support

I ordered a WIFI 4G devise from RAIN. I was pleasantly surprised when I installed the SIM card into the devise to see that the SIM was already RICA-ed. When I got home and tried to use the device it would not switch on. I was told to take the SIM out and charge it for a day then try to switch it on again. Needless to say that did not resolve the issue. After about a week of sending emails back and forth they said they would collect the devise and have it checked out. A week later I am still waiting for a response. I phoned them today, but the lady handling my case was not in. She eventually returned the call at 10:30. I asked for a update but she was unable to give me any information about the devise or how long it is expected to take to have it checked out. One of the issues I have is that surely if the devise is brand new and faulty it should be replaced, and not go through this lengthy process of checking it out? It should not take more than 1 hr to find out that the devise does not switch on. The second gripe that I have is when they give you the devise they give you 10 days free data. I asked the guys at the call centre if it will start when they return the devise to me but was told no. I am sure they can get on the billing info to see how much data was consumed on the first day and in fact since I received the devise. They call centre staff are not much help as they could have investigated what was happening with the unit before phoning. I think that this is a case of going from Hero to Zero.