Shocking Service!

I am currently renting a UPS from Vox Telecom. I have been trying since last week Thursday to get it swopped out. The technician arrived on Saturday with a faulty UPS , simply closed the ticket and left. No follow up by VOX, zero communication from them! I then was on the phone for over an hour yesterday and the day before to get a new ticket logged. The agent that I spoke with, I advised, I was being charged a rental for a new UPS and I did NOT WANT a refurb unit. I was assured that they only install new units. Today, the technican called me and advised me that he is installing a RE-FURB unit! Why ???? Why must I rent something that clearly had an issue with the prior client and now Vox want to palm this unit off on me and STILL charge me rental for a NEW unit? They do not answer their phones! They do not anwer their emails! You cannot get hold of them and no one knows from one agent to the other what is going on! I have twice requested a call from a Senior Manager which has been ignored! Shocking Service! The very fact that they are a communications expert is completely counter-intuitive!