online support for replacement is awful

I ordered an arc, sub and two era 100’s. The arc had a loose screw or something right out of the box. I never connected it to my system. When I picked it up I could hear the screw rattling around inside. So, I went to the return website and started the return. I got an email with a shipping label but could see nowhere to request and replacement. I didn’t want to just return it I wanted a replacement that didn’t rattle. So I ended up calling support. Spent 45 minutes on the phone explaining I wanted a replacement and not a refund (used a 40% off coupon to order). I was told that I already requested a return and all I had to do was ship it back and around and around. Transferred to a different rep where I had to go through the whole story again (you already requested a return etc etc etc). Finally the second rep understood and pushed an email where I could enter the RMA and request a replacement. Perfect. Except… the website was broken. I would enter in the info and when I hit the submit button a red box popped up that said “Return order failed. There was an error returning your order” I tried my phone, my work computer, my home computer. Different browsers and got that red box pop up error every time 🙄 

I tried reaching out on twitter snd suooort there started back with the “I see that you already requested a return…” and gave up. I just now got the email saying my refund is being processed. The problem is with the coupon used to order, the refund is less than the full price so now I’ve kind of wasted the coupon 

vent over