Jetpack Replacement

I currently have an Ellipsis Jetpack in which the battery swelled and almost caught fire because it got so hot. All I am trying to do is get a REPLACEMENT FOR A SERVICE I AM ALRRADY PAYING FOR. CAN SOMEONE TELL ME WHY THIS IS SO DIFFICULT? I just want to buy the device outright and  activate it in place of the broken one. This has turned into a 5 day, 2 retailer, 3 customer service reps ordeal. I emailed the VCM Executive team and got no response so I guess my next step is to start running it up the executive food chain. ( sometimes this is what must be done to get answers) so they can see the LACK of customer satisfaction from a 21 year customer and stockholder. 

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Customer Service Rep

We always want you to have reliable service. Please send us a Private Note, so that we may take a closer look. *Jesse