base set problem/defect

we bought a base set at zeerust branch which now gives us problems with the springs on the left side of the bed...my problem is poor receiption of a lady called Mickey,who seems to be having fun in frustrating me about logging my complaint...she sent me pillar to post looking for information that i dont think was necessary to get to our account,just to entd up not being helped at all..."with the claim that i do not have sufficient info"to pull the data from her system,i felt that that was absurd,i mean how come when we buy it easy for the same system to capture/accept the info that you provide with your mouth,if the same system cannot project the data out if you now have a serious with the item that you have purchased...now i am seating with two problems,an unlogged item complaint,and a system that was "unable"to retrieve my data...how great