bad service

i reserved a unit that don't work i reported the fault to the company within 24 hours so i shipped it back to them as there terms and conditions state on there website. the unit was received by them within the 7 days of receiving the unit and i stil did not get feedback from then so i called them just to find out that i must wait two weeks just for them to give me a answer on what is happening and what i must do this is bad service