Xbloom customer service

Hey fellow coffee nerds,

Long story short, my xbloom doesn't heat the water and keeps stating the water tank is empty even though it's full.

Have any of you had trouble with customer service? I have a faulty unit, which i reported to Xbloom on the 13th of January, after using it for 69 consecutive days. I got in contact with customer service, and they followed up the next day, by asking questions, which I already answered in my initial email, describing the problem.

After answering their questions over a few days, xbloom wanted to send me a replacement. It's been almost 2 weeks, but UPS still haven't received anything. I sent an email to Xbloom last week asking about it, and got a reply that customer service would ask their warehouse about it. I sent a followup asking for an update, no reply to that yet.

I realise xbloom is a small startup, and I am fine with some wait time, but this seems excessive, no? 3 weeks with 15 emails back and forth, yet still no solution. Just looking for input if others are in a similar situation, or if this is just a fluke on their part