Bad customer experience- customers are not valued by the company

Vuse was running a promotion on their website for the graphite Epod 2 device where the device is free and customers have to only pay for the liquid refills. I created an account and registered on the website and then ordered the device. The first time I was issued with a voucher number to use at the checkout point , however the voucher for some reason did not allow me to proceed to the final step of the process. I then logged a query via the *** and constantly had to send emails and call the helpline ***11. Eventually a consultant called me back with a new voucher number and to my dismay the same issue occurred. The Vuse consultant confirmed that there are many customers having the same issue and provided me with assurance that he will call me back and resolve the issue. Again after constant emails and follow ups to date I have not received any feedback from the company, I had to buy the device cash from a different store , so is this really how customers are treated? I must say Im very disappointed.