Hey @Magnuminium,
Welcome to our community!
We're really sorry to learn that you weren't able to get through to someone. We're quite busier than usual these days but I assure you that we're doing everything that we can to get back to all our customers and help.
As for your device, the exchange needs to be done through the original point of sale during the initial 15 days satisfaction guarantee. If the device was purchased in store you would need to do the exchange in store and if the device was mailed to you, we would need to place the exchange request through customer service and you would need to return the original purchase by mail.
If the order was sent to you by mail, you can contact us through one of these channels to carry the exchange or we can send you a private message here on the community.
Let us know what you prefer.
