After Sales service???

So once again I have to post on hello peter to get a response from teljoy!!! On Monday the 11th of Feb I ordered my new Defy microwave. OnTuesday the 12th Feb it was delivered. When using it for the first time on Wednesday the 13 th of Feb I found a ***** just laying in the back of the oven. I waited till 9am and phoned teljoy and explained what I found and asked for an exchange as I had not yet used the microwave. After numerous calls to teljoy and speaking to howmany agents, to date I have not got a positive answer to this!!! This is unacceptable!!!